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Monterrey Tire Service complaints

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16465 Road 26
Madera , CA 93638 | Get Directions

(559) 377-2724

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Total Amount in Dispute:
$210.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

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Complaint Closing Statistics

1 complaints against Monterrey Tire Service 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
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Monterrey Tire Service

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8/9/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $210.00 Amount Settled: $0.00

Customer Complaint

7/22/2022

I took my Kia sorento to Monterey tire on 5/28/2021 got right side barrings replaced as well as a few other things. It has been over a year and I'm being told I need to replace both sides. I took my suv back to Monterey tire on 7/19/21 and showed them the paper work from the other place ,I was told they would replace the barrings but would charge me $120. For labor. I told them put it back together and I would just have the other place do all the repairs. I was then informed that a ring was broke and I could not drive it. The other place had the tires off and it was not broke then that was on 7/15/22. I also asked for pictures if it and never got them. Monterey tire also took my original receipt and said the car would be done on the right side Thursday 7/21/22 they have not finished and they have had the Suv since Tuesday 7/19/22. I had to cancel very important appointments due to no car. I am also being told I have to pay for the broken part. I'm looking at $210 now and I have to pay this why? It was not broken till it was taken apart by Monterey tire. The other shop would have caught this if it was broken when they had it apart. I am in need of your help. I don't see how it takes 3 days to get a part from auto zone. The same parts are coming from fresno for the other place and it will only take 2 hours to get them. Please help me. Resolution Sought Get me a full refund.

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Company Response

7/28/2022

Total cost for the repair when she came on 7/19/22 to have her bearing replaced was $120.00 (Labor Only) part was still under warranty. At the time that the mechanic took everything apart to have the bearing replaced, and this means by removing the tire, spindale, resistance ring and bearing. ("not only the tire") that's when he was able to see that inside the HUB all bearing was broken. The complainant requested pictures at that time when we explained to her that her repair was going to have more work than what she was expecting. Sandra, our manager told her she was going to send them when she had time, since they were very busy on that day and she was short on employees. Sanda never send complainant those pictures, but she offered her to come to the shop in person to show her the broken parts and for a better understanding, but the complainant wasn't able to come. After all this, Sandra explained to the complainant that it wasn't safe for her to put all broken parts back on and have her drive the vehicle like that, so Sandra offered the complainant to replace the hub and the resistance ring with no labor costs except for the original charges. She agreed when replacing the bearing ($120.00) the only thing she was requested to pay was for the new hub and new resistance ring. Also at that time we explained to her that those parts will take two days to get here. We normally work with Autozone and O'Reilly's to help customers with unexpected purchases at a low cost, so Autozone was the only one who could get the hub, but within two days. The resistence ring, no one found it except for Kia Dealership in Fresno, and also within two days. All these matters were explained to the complainant at that time and she agreed to everything on the phone when she talked to Sandra. The complainant knew since the beginning and agreed to leave her car until Thursday with no time to have it ready, since we were waiting for parts from different places. The resistence ring was available for pickup at 9am but the hub didn't go to Autozone until 1 pm. She had to wait until 6:00 or 6:30 pm to get her vehicle and until all repairs were done and secure for her to be driving her vehicle back home. When we called her she decided to pick up her vehicle the next morning since she didn't have a ride and it was late for her, but Monterrey Tire Service had her vehicle ready the day we agreed since the beginning. Old parts that were removed from complainant's vehicle are still here for proof and also her vehicle is proof that new parts were installed, receipts from Autozone and Kia Dealership exist to avoid any type of disagreements. Videos from cameras in the shop also prove that all parts were removed and broken. The only part we don't have at the shop is the bearing since it was requested for O'Reilly's to return it to be able to validate it's warranty. Monterrey Tire Sevice doesn't accept this complaint and refuses to give the complainant her money back. Sometimes unexpected things happen and cause to cancel or miss important things, if this was the case for the complainant, we feel sorry for that, but everything was explained to her since the beginning and she agreed to everything. If there was a problem, or a bad repair done, we will be responsible for that. She still has 30 day warranty on labor, but other than that, we did what she asked and agreed for.

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