This is a quick draft of a letter that will be sent to the BBB and State of Nevada, Department of Business and Industry, Nevada Consumer Affairs. Note that at last count, this store alone had 28 complaints with the Better Business Bureau of Southern Nevada.
As a follow up — my brake pads are squeaking more than they ever have before and will be bringing my car to the Nissan Dealer to determine exactly what work, if any, was actually performed.
On August26, I took my 2002 Nissan Altima into your business in order to have an oil change and to get new brake pads. Upon arriving, a man identified only as Hutch took my keys and did a brake inspection on my car. Hutch took me into the service area, showed me my car and told me that I needed two new rotors on the back axel and four new brake pads. Hutch then informed me that the oil change, rotors and brake pads would cost $600.00. After noticing my hesitation, Hutch told me that he you would also do a free brake fluid flush. I informed Hutch that I was not prepared to pay that much, as I had come in with a coupon for $99.95 to have all four brake pads changed. Additionally, I was suspicious as my brakes were barely squeaking and there really was not any reason to believe that new rotors were necessary. I informed Hutch that I had to confer with my boyfriend and asked Hutch to go ahead with oil change. I then returned to the waiting area.
Shortly thereafter, Hutch returned to the waiting area and told me that he had talked to his manager, who said that since I could not afford the $600.00 he quoted me earlier, he could do the services previously identified for $300.00 plus an additional $11.95 for the oil change. Hutch told me that this would essentially mean that he was doing the work without any charge for labor. I figured that if I needed the new rotors this was a good price so I agreed to the work. Hutch then wrote $311.95 on a blank sheet of paper and asked for my signature. I signed the paper and your auto service commenced working on the car.
When I returned to pick up my car, I was given a receipt showing the work performed, a copy of which is attached to this letter. I reviewed the receipt and noticed that the only work that was done was an oil change and installation of new brake pads. I then asked to speak with Hutch u since this was not the only work to be performed. I informed Hutch that he explained to me earlier that the two back rotors would also be changed and the brake fluid flushed, neither of which were listed on the receipt. Hutch said he did do the brake flush but he had said earlier the rotors were not being included.
I then showed Hutch the coupon I had brought in earlier stating that brake pads could be changed for $99.95, a copy of which is also attached to this letter. I told you Hutch would not have agreed to pay $300.00 for a service that could be done for $100.00. Hutch stated that the coupon indicated that it was for most cars, which did not apply to a Nissan Altima. According to Hutch, this is why it cost $300.00 for the brake pads to be changed. I asked what was so different about an Altima that would require an extra two hundred dollars. Hutch said that for some cars, he can get the brake pads for $10.00, but brake pads for Altimas are more expensive.
I then pointed out to Hutch that the charge for the brake pads on the receipt was $49.95, which would mean, at most, the brake pad change should have cost $180.00. Hutch then said, I told you the price was $300.00 before. Hutch and I continued to argue and I asked what would happen if I didn't sign the recipt. Hutch stated that he could not release the car. I then signed the receipt in order to release my car.
After leaving your store, I called Hutch back in order to get the necessary information to properly address this letter. I asked Hutch for his full name, and he would only identify himself as Hutch. I then asked for the name of the owner. Hutch responded that the owner was a corporation. I asked for the name of the corporate franchise owner and Hutch stated that he was the furthest I could go. I told him I wanted the name of the corporate owner as well as the the contact information for the owner of the Purrfect Auto corporate office. Hutch stated he was the president of the corporation and he was the furthest I could go.
I once again asked for the corporate name of the franchise owner and Hutch finally answered that the name was PICA. I then confirmed with Hutch that he was representing to me that he was the President of Purrfect Auto Corporation, to which he responded he was and that he would see me in court.
I have researched the corporate name PICA and found that no such corporation exists as a registered Nevada Corporation.
I was unable to solve my issue with Hutch, as he simply said he was the highest person I could go to and was giving me false information as to the corporate owners of both the franchise and Purrfect Auto.
Your franchise is engaging in several practices that I believe to be in violation of Nevada Revised Statutes. First, Nevada Revised Statute 597.510 requires that
Except as otherwise provided in NRS 597.530, a person requesting or authorizing the repair of a motor vehicle that is more than $50 must be furnished an estimate or statement signed by the person making the estimate or statement on behalf of the garageman, indicating the total charge for the performance of the work necessary to accomplish the repair, including the charge for labor and all parts and accessories necessary to perform the work.
I was never furnished an estimate signed by Hutch or any other employee of your store. Rather, I foolishly signed a lank piece of paper which listed the $300.00 quoted to me by Hutch. This paper did not list the services to be performed. This is a clear violation of the above statute.
In addition, your store delivered advertisements that offer services at a discount for most cars where clearly your intention is not to offer the discount to most customers. This advertising, referred to in Nevada Revised Statutes as bait and switch advertising is deceptive and misleading and in violation of the deceptive trade practices act. I received a new copy of the coupon in the mail on Saturday, September 2, which shows that you are continuing to engage in the process.
Furthermore, your store has intentionally misrepresented services to be performed by indicating certain services will be done and then not completing them as promised.
I was charged $308.67 to change the brake pads on my car and an oil change. I demand that any amount over the $99.95 for the brake job and $11.95 for the oil change be returned to me.By my calculations, this should come to $111.9 plus tax, or $120.29, which means that $188.38 should be returned to me immediately.
Teresa
Henderson, Nevada
U.S.A.
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