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Ana H.

Colorado Springs, CO

08/02/2021

Strut Job

I am very unsatisfied with the service I received here. This was the second time they replaced shocks and struts on the front end of my car. My car would make a very audible “snaping”, “crackling”, and “popping” noises every time I would make a left or right turn following the first service I received to replace shocks and struts. Over the course of the next 9 months I would complain about the noise and the car went back to this shop (Express Auto on Galley) multiple times but each time the noises remained anytime I made a turn. The first time I called to complain about it, one of their own technicians explained to me (in detail) how a bad shocks and struts job can prematurely wear down tires, which is what happened to my car. The two front tires are significantly more worn down then the two back tires. The outer part of both front tires are bare, to the point that there are no more ridges in the tires at all and there is a stark difference in the two front tires compared to the two back tires. I was told by two different technicians in two different shops regarding the wear pattern of the front tires vs the back tires. One of the technicians who took a look at my car to try to fix the snapping, crackling, and popping issue told me that when he attempted to replace the strut mount the entire thing separated and completely came apart. He advised me to take it back to the same shop to have it replaced which should be covered by the warranty. He also said since my car had been back and forth multiple times to that same shop since the first strut job, it should have been so obvious to their technicians that there was something wrong with the strut job they did. When I called to complain that the poor strut job caused the premature, severely uneven wear and tear on my two front tires, and since they caused the damage to the tires it should be replaced by them, they agreed to re do the struts covered by the warranty but all I received was argumentative, belligerent behavior and refusal to take responsibility for the damage caused to my tires. This company has very unfair business practices. Another example of their poor business practices is when I had my alternator replaced. I had issues with my car not starting so they replaced the alternator. This did not fix the problem and my car ended up having to be jumped constantly even though the battery was not the issue. I was advised that the car had an electrical problem and referred to the dealer but first recommended that I take it to a small shop who’s owner was very knowledgeable about electrical issues. I followed their advice & took it to the shop they recommended. His recommendation was to get a brand new battery and have the alternator done again because his testing showed the alternator that was just replaced (less than a year ago at the time) was not good. So I followed his recommendation and got a new battery. When I took it back to Express Auto on Galley they initially argued with me about the findings of the technician who’s shop they referred me to. Nevertheless, they had me bring the car back in so they could run their own testing once again and they ultimately but reluctantly agreed to re do the alternator at no charge. Afterwards, the issue with having to constantly jump the car resolved. I have had most of the work done on my car with this shop while it was still under warranty so they have made a lot of money on my car. It is not too much to request that they replace the damaged tires that they caused.

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