Hey Mamas, I have a situation and truly need your advice on how to proceed. I took my car in March to get repaired for a power steering problem. The company Monroe Muffler fixed the problem so I thought and I went on my way. The service provided had a 90 day warranty. Well just 8 days ago, my family and I were about to go out and I couldn't drive the car because the power steering. When I popped the hood to check the power steering it had all come out. I ended up calling the manager and he said to bring it in so they can check it out. Since I couldn't drive it there, I had to pay to have it towed. After checking it out, the manager said it was the power steering hose and that it was covered under warranty. Well after several attempts to repair the problem, he realized the best solution is to order new power steering hose. He ordered the part last Thursday and have yet to come in because he said it's on back order. Prior to all of this, he made it seem like it was an easy fix and assured me that I would get my car back soon. He is not good communicator. Hardly ever calls and promises every time I talk to him that I'm going to get my car back the next day. Up until last Friday, I was made to believe that I was getting my car back. Ladies sorry to be long winded but I really don't know what to do. I have been without a car for 8 days. We are a 2 car family but my DH uses his for work. I'm a sahm but where I live there's no way to get around w/o a car. Renting a car is out of the question. I have tried to reason w/ the manager & he keeps telling me he's doing all that he can when he's really just all talk. I have even said to him that I need to be reimbursed for the towing and that they should provide me with a rental card. Everything he said is maybe, I'll have to check with my supervisor. So finally, this Monday, he left me a message to say the best they can do is provide me w/ a 2 day rental. The catch is that I have to use my own credit card (wth!!!) and still was unable to tell me when my car will be fixed. I don't have time to play games with them anymore. I haven't spoken to him since Monday. I feel like my hands are tied and don't have any recourse. He says that he gets the part from the warehouse and part is on back order. I attempted to report them to the BBB but since they are not registered with them, I can't file a complaint. I need advice. What should my next step be????
If it were me, I'd want my car repaired and fight all the incidentals later. So I'd probably hunt down the part myself and bring it to him. I'd carefully document everything too and definitely keep the receipts. I'd also refuse to deal with the manager any longer and ask to speak to HIS supervisor.
wow - I think you're taking this waaaay too seriously.
Power steering fluid is held in a container, attached to the mechanism. THAT is what he replaced in March.
It is very likely that when the mechanism went out, it caused an overpressure of the hose, causing a weak spot. A weak spot that you found about 2 months later.
That's why it's not covered under the warranty - the MECHANISM didn't break - another part did.
He can't control when he gets the hose - so you can relax about that. He's probably HOPING it comes soon, but it's out of his control.
On the rental car - he is BENDING OVER BACKWARDS to help you. You aren't entitled to a rental - the hose broke, not the part he fixed. But he's being nice in even offering to pay for one. Of course it needs to be your credit card - HE ain't payin' if you wreck it.
The worst thing I've heard is that he isn't a good communicator. Sorry, but that goes both ways. If you were in my office complaining like it sounds from your post - I'd tell you anything to get you to leave too.
He's a mechanic - not a car psychic, and not a customer service expert. I'd cut him some slack.
You can get the part yourself and then be reimbursed. A local junkyard might have one they can pull or you can just go to Autozone or some such place and order the part.
Get the supervisor's name and contact info and call him or her if you are not satisfied with the manager. Does your warranty say it covers rental cars? If not, then take the 2 days and be happy.
The problem is a lot of parts are back ordered. You can't compel him to do the impossible, which would be to make a part out of thin air. I was lucky because they diagnosed and then I came back two weeks later and the car was done that day.
The thing is it is not his fault the hose went out but is still covering it under the warranty. It is also not his fault the part is back ordered. I don't know what the reasonable limit is for a back ordered part but I am pretty sure less than a week doesn't fit that.
I believe you next step is to breathe, relax, accept what you cannot control. It sounds like they are doing all they can do. It is frustrating but fussing will not make the part come in quicker. Move the car somewhere else they are still tied to the same back order constraints plus since you chose to move it you will have to pay out of pocket.
First, if they are not registered with the BBB that should tell you something about them and their reliability.
Second, find out what your states rules are regarding this kind of business.
Third, Be proactive. Find out what the part number is for the part he ordered and who he ordered it with. I had something like this happen to a friend of mine and found out the part was coming on a ship from Asia, but if he had ordered it with a higher priority it would have been there in two days via air mail. It took two to three weeks for the ship carried part to arrive. You can always call other parts suppliers and see if they have that part in stock. I have found a necessary part was available at other businesses, but since the repair shop didn't have a wholesale relationship with them they didn't want to get the part from them.
If he says he has to get all this cleared with his supervisor, then ask to speak with the supervisor. If the supervisor doesn't respond and pay for your towing, then, arrange to bring all your kids along and do it during nap time so they will be all upset and fussy. Then refuse to get out of his office until you have made your point. You can also go and see the supervisor's supervisor. The higher up you go in an organization the less the BIG bosses like to deal with angry customers.
BE SURE to say thank you for his help when he gives it and make it as sincere as possible. Anything you get above what the warrany is is a gift. Be thankful.
Good luck to you and yours.
As for the putting the rental on your credit card, that is a rental thing. The card that the car is charged to has to match the name of the person driving the car and the driver's license given. We went to Disney and my inlaws tried to rent to cars using their card. No can do. I had to use my card for the car i was going to drive.
Have the supervisor approve the car rental place, car, and total cost in writing that you will be reimbursed for renting car X from location Y for a total cost of $$$ before you go for a rental.
Call the corporate offices! We had our brakes done there in November, and they fail to secure the lug nuts properly. We lost a tire while driving on a busy highway! I had my children in the car at the time. We could have been killed! We have since found out that this company, Monroe, has a terrible track record! Shoddy work all over the place! They paid for everything...towing, gas, etc...with out even blinking an eye. One of these days they are going to have a major lawsuit, because someone is going to be killed. Thankfully, your situation isn't life threatening, but annoying. They are known for situations like this!
Look in your state and see if they have an Automotive Repair Bureau that you can report them to.
There has to be some sort of consumer assistance service in your state. Check the listings for state agencies - there has to be something.
Call the main office. I had and am having this problem with the Meineke. You threaten to call the home office it will get things moving. In all reality, they could go to the local parts store to get the part needed for your car and do not have to wait for their "warehouse". You should be able to find the number on their website.
These companies are franchises and if they get enough complaints for one store they will shut them down.
Are they a chain? If so, you can go to their website and write out your complaint. We did this with Pep Boys and got a full refund because of the craptastic service.
If they are not a chain, find out who the owner is. Go to the owner and file a complaint.
Also, you can get a part number from him and check with a chain auto parts store to see if the item is truly back-ordered.
Is it Monro Muffler (no E). Go here:
http://www.monro.com/contact-us
If you cannot get help, you can also contact the Attorney General's office for your state. They protect the consumer and can help you take the next steps. The Monro site about also has a mailing address. I would also send them a letter-certified-woth your complaint. Detail all dates and such. 8 days is way too long. if they cannot get the part from the "warehouse" they should be able to get it another way.
Since you are a SAHM, I would ask him flat out if sitting in front of his shop all day with a big sign that says "Monroe Muffler SUCKS" will help him to get your car fixed faster? TRUST ME! You will have it fixed and done by the afternoon. I have done this with MANY small businesses and it works wonders! Years and Years ago I was having car problems, I wrote in white shoe polish on my back window: "Want a lemon? Buy a Buick at Mike McCarthy Buick". Drove it right up to the Service Dept. It was fixed in a couple hours after taking it back and forth to them for a few months. Good luck!
