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Auto-Lab complaints

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36251 5 Mile Road
Livonia, MI 48154-1963 | Get Directions

(734) 432-6000

http://www.autolablivonia.com

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Total Amount in Dispute:
$758.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Auto-Lab closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
1	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Auto-Lab

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4/3/2022

RESPONSE: Refusing to make an adjustment Amount in Dispute: $757.71 Amount Settled: $0.00

Customer Complaint

2/3/2022

I went to the Auto Repair facility as some hiss noise was coming out of my tire/back rear wheel. In the name of safety they changed the Brakes, the rotors and the oil. The auto repair facility did not give me proper estimate even though I was sitting right in front of them, did not give me accurate final invoice and did not return my rotors. They asked for $185 per rotor if it was to be returned. Resolution Sought Return my money because I believe they did not change the rotors nor brake oil was needed.

Company Response

3/7/2022

Company states the consumer came in and was given the price for all the work. The customer did not request any of the parts to be returned. He signed the work order and final invoice. He paid for the repairs when completed. The $185 per rotor is not correct; the caliber has a core that we have to return to the vender. The brakes are working fine and we have not heard from him since completing the repairs so we were not aware of any problems.

Customer Rebuttal

3/22/2022

I only signed invoice 27701 for $51.62 for inspection. Throughout I was sitting at reception the workshop never provided me written estimate per State of Michigan Law requirement. The law requires written estimate to tell what work to do, price of parts, cost of labor and estimate time. All they have is hand written note by their rep. not signed by me overwritten four different times in different ink. Even the handwritten statement says Caliper will not turn in. Auto workshop is changing its stand regarding return of parts every now and then. First they did not respond to this query when I raised through Credit Card . When I again raised dispute the company states that all parts were available for inspection and customer not requested for return. Now they are claiming they caliper core has to be returned to vendor. Which vendor they are taking, what and whom to return? Did they mention in final invoice? The fact is they returned the parts except caliper core for which they wanted $185 per caliper more to be returned. The final invoice manipulated as price of each part, new or used and mechanic and his certification who worked on vehicle not mentioned as per State Law.

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