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Julie L.

  • 1 Review
  • 2 Helpful Votes
  • 0 Thank Yous

Experience: Autos & Vehicles

Member since August 2019

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1 Review by Julie

Failure to honor warranty following master mechanic negligence. On Wednesday August 21, 2019 while driving home from work my front driver side wheel fell off my vehicle while driving at about 30 MPH. Upon further review by a your mechanic master mechanic on scene it was reported back to your mechanic that this issue was likely connected to negligence of the master mechanic from your mechanic who replaced both front struts on the vehicle on April 29, 2019. This negligence was captured via a photo uploaded to my your mechanic profile following the completion of the strut replacement. The photo that was taken clearly shows that the castle nut in which connects the upper ball joint to the control arm did not have the cotter pin installed. While the company states that this nut did not need to be removed to install the struts the company could not really prove that the master mechanic didn't remove the castle nut either. Additionally even if this castle nut didn't need to be removed to install the struts the missing cotter pin should have been identified during the 50 point inspection in which your mechanic provides with all of their services especially when this photo taken by the mechanic clearly shows the cotter pin missing. Your mechanic also states that their master mechanic Kelly who sits behind a desk at the warranty claims office and receives information regarding claims from a representative who has absolutely no mechanic experience whatsoever. The warranty for the front struts is 12 month/12,000 miles and your mechanic attempted to down play the relevancy of the castle nut falling off being that the maintenance for the struts was conducted on April 29, 2019. Since that maintenance was conducted there has only been 1100 miles put on the vehicle which is well below a 4 month average for any vehicle. All of the miles put on the vehicle are non-highway miles as the vehicle is used for commuting to and from work only. If this accident had occurred on a highway at higher speeds this would have been a wrongful death suit and not just a warranty claim. Several attempts have been made to contact your mechanic via phone and email. Each time we call we get the runaround that the review is still taking place and we'll call you back and this and that. Attempts to correspond via email have failed as it seems that your mechanic doesn't want to put in writing they are refusing the warranty claim and are not accepting liability for their master mechanics negligence. We have invested over $1,800.00 on four different maintenance jobs since September 2018 from your mechanic using the same mechanic each time. Your mechanics master mechanic Matthew is the only individual to conduct major maintenance on this vehicle for the last year and they are not accepting liability for the castle nut falling off due to the negligent non-installation of the cottar pin which holds the castle nut in place in turn preventing this serious safety issue. This company clearly doesn't genuinely stand by their warranties and will do anything possible to avoid paying out on warranty claims. They should be held accountable for cases in which severe negligence lead to preventable accidents which had a high potential of loss of life and or resulted in significant vehicle damages.

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