ComplaintsforPal's Ocala Auto Repair

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/29/2024 I brought my car in for service as the brakes froze/ceased while we were in Ocala. They repaired/replaced rotors, calipers and pads in the front on both sides. I was told that the left brake hose was bad and needed to be replaced but they did not have the part at that time and it would need to be ordered. I asked if my vehicle was was safe to drive and ***** responded let me see what we can do. He came back telling me and my wife that they fixed it good enough for us to get home (about 60 mins) and they would order the hose and have me back in to be fixed. Upon driving home new caliper ceasing again. Made it home and did not drive the car until 7/6/24. Called on 7/3 to get an update on the part and was told by ***** that he could get the part in 10 days or over night for $93. We agreed to overnight knowing with the holiday it wouldn't come in until Friday. I called on Friday morning 7/5 and was told he hadnt received the part yet. I called again in the afternoon and again the reply was it wasn't received yet. On 7/6, I talked to ***** in the morning and we thought we found the part. Told to bring my vehicle in knowing the caliper was ceased. Arrived to find out it was the wrong part. Asked about the part that was over nighted, if he had tracking info, etc.. ***** could not provide a direct answer and was getting agitated the more I questioned. Found that he ordered the part from Auto Zone next to them, so I went over to get information on what the hold up was. I spoke with **** on the phone and I was told by him that ***** was told on 7/3 that he missed the cut for the overnight and wouldn't be over nighted until 7/8. Returned to PALS and asked ***** about the info I was provided by Auto Zone, ***** became very aggrsesive, called **** a liar and told me to leave. He stated he would not warranty the parts from 6/29 and would trespass me from the property. Requesting refund to get my vehicle appropriately fixed as repair not complete

  Business response

  08/02/2024

    we here at pals always try to do the best for the customer. the customer  was  advised he was told that  that the car should not be drive because of the brake hoses being bad.

  he said this was there only transportation. we tried to locate the brake hose for the customer .even the dealer said they where on national back order  with 

  date of  availability. so we try to fide a brake hose and did locate one in *****. I called customer to let him know we found  asked if he want us to  over night it

  he at first said no just get it the regular shipping. He then called back some time later and said he would pay for shipping. I reach out to my supplier ask to get it overnight the part.

  Unfortunately my  supplier did not tell me we missed the cut off time and it had been shipped ground. when the customer came i advised hi of this. He the proceeded to use profane

  language directed at me and my wife. I then proceeded to ask him to leave we had several customers waiting and his behavior was very bad.

  we are a technet store with a nation wide  warranty. He can contact another store in our net work at ************ to have any issue taken care of. Sadly because of his action we do not want

  work on his car. also as to the brake line he was never charge for one because we had not located it yet so how ever he takes it  to will have to locate that hose and will a customer pay item.

  case number  231950926

  thank you 

  *************************

  feel free to call me ************

   

   

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