Opinions? Wheel alignment fail

W

wonkydonkey

Senior member
 Somerset
In June I booked my E85 in for a wheel alignment at a North Somerset Mercedes specialist with Hunter alignment kit. For the £78 I was told any front axle adjustments would be included, but rear axle adjustments would be a small amount extra. I was happy with this, and explained that I had booked it in because it pulls left under braking.

Two hours later, they rang to say that they had needed a special tool to adjust the rear wheels. They didn't have the tool, but because they hadn't made any adjustments, there would be no charge. I was a bit disgruntled but fair's fair.

When I went to collect the car, I was told that I still had to pay the £78 because I had still had a wheel alignment. No adjustments were made to my car. Long story short, I paid on the basis that they said they'd buy the special tool and make the adjustments at no extra cost.

Fast forward to yesterday and I went in to ask for my money back because they couldn't get the tool. Half an hour of massive frustration and I had to leave because the garage owner refused to acknowledge that a "wheel alignment" service should result in my wheels being aligned. I had not paid him to tell me how my wheels are currently aligned, I was paying him to align them. He told me I was splitting hairs.

Any calm, considered opinions/experiences out there? I accept that he had to spend time getting the car on there in the first place, but I am not impressed by his oversight (not having the tool, or at least knowing about it) costing ME money. Part of me doesn't want the stress of challenging him again, but the other part of me is angry that I've been mugged off.
 
Tough one. If they did have the tool you'll have paid the £78 plus the small extra for the changes made.
 
greg81 said:
Tough one. If they did have the tool you'll have paid the £78 plus the small extra for the changes made.
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Yep, and that is what I'd expect. Now I have to spend another £78 elsewhere just to get to this same point. Needless to say, I'll check that they have all necessary tooling beforehand - for the rest of my life!
 
I wouldn't pay a penny if they couldn't do the work (although I appreciate it's a little late for that now!).

They are the experts - they should know if a special tool is required and if so they shouldn't take the work on without it.

Moreover, sometimes a special tool is required to do work - which is why garages will rent or buy tools for this job. Else they'd be turning work away. I had a fuel pump replaced on an MG ZT that needed a special tool, the garage were up front and added the cost of renting the (unusual) tool onto the bill.

I've had a look on TIS and while it says you need a special tool - I think that's for a main dealer environment where such a thing is just a phone call away. I had a fast-fit style chain do mine (properly) and I don't think they used any kind of special tool.

Fronts - https://www.newtis.info/tisv2/a/en/e85-z4-3.0i-roa/repair-manuals/32-steering-wheel-alignment/2XhqyNV - you can just knock the pin out and adjust the camber freely by loosening the strut top bolts - but there is a tool that makes it easier. Toe is as normal.

Rear - https://www.newtis.info/tisv2/a/en/e85-z4-3.0i-roa/repair-manuals/32-steering-wheel-alignment/32-00-steering-measurement/FxWnmWJ - camber is adjusting an eccentric bolt. Toe is slackening the trailing arm mount bolts, adjusting the bracket, and then tightening - although again there is another tool that makes it easier.
 
I've had my car done front and back with the Hunter alignment equipment at the local independent garage in Port Glasgow.

Never had any issues from them.

How they work here is that it's a free check with a print out to show you how the alignment is and any adjustments required.

After that they adjust it and give you the before and after printout.

If they don't know how to adjust the rear and don't have the tools perhaps go elsewhere.

I certainly wouldn't have paid a penny to them for not doing any work on the car.
 
If they didn't do work you're entitled to your money, as people have said, the lack of tooling is their oversight. Ignore this fella at the dealership, go above him and email their head office/superiors and explain what happened in detail, I'd be sure to tell them how it's inconvenienced you also.
 
I'd even go as far as contacting Hunter Alignment themselves just to cause as much hassle as possible.
 
Did you pay on a credit card? If so I’d think about getting the CC company involved via a formal dispute.
 
Special tool? I've only ever seen bolts and spanners needed. This place sounds incompetent, go somewhere else.
Ask for your money back, in writing, offer a small amount for the cost of checking if you think that's fair. If they don't pay up, go the small claims route, assuming they have assets owned on site.
 
As Scooba says, what 'special tool'? That's their problem they shouldn't have started the job if they don't have the tools, I'd definitely want my money back!

I struggled to get a competent alignment done in our area of Somerset and strangely enough the iffy looking outfit at Bridgwater tyres (using a Hunter competitor machine) were the only ones who finally sorted my set up and got it driving correctly, I guess it's down to the operator. Interestingly they reported that one of the track rod ends was solid and had clearly never been adjusted despite two recent alignments by 'reputable' outfits. Apparently the NS track rod ends are notorious for seizing and needing changing on 3 series/Zeds so I wonder if the Merc garage ran in to the same problem and are BS'ing about needing a tool?
 
You're being mugged!

I do my own alignments and no special tools are required, just sockets and spanners will do both back and front adjustments.

Either stop your cheque or contact your credit card company and ask for a refund, and you'll get one because the garage won't want to lose their CC facility.
 
Thanks for all your replies. It's a pretty disappointing situation. A guy at work has a mate who went through some kind of conciliation service after a wheel alignment went wrong, so I might pursue that route. I paid with a debit card unfortunately.

The garage owner likened it to a dental visit, saying that you pay for your check-up, and if they find anything wrong, you pay again to have the work done. I told him I fully agreed for that analogy; I hadn't booked in for an alignment check, I had booked in for my alignment to be done. This was when he told me I was getting hung up on a word. Yes, I was, because I wouldn't ever pay £78 just to see what my current alignment situation was :headbang:
 
Has the garage owner told you what special tool was required (i.e. BMW Part Number)? It is clear that he didn't meet his side of the contract because he postponed finishing the job whilst he attempted to obtain a "special tool". When he didn't obtain the tool, he abandoned the job, leaving the work unfinished. He is in breach of contract. I'd tell him that as a point of principle you will pursue this through the Small Claims Court for which you will additionally seek all your costs including loss of time in pursuing the case against him, plus interest at "Court Rate".
 
exdos said:
You're being mugged!

I do my own alignments and no special tools are required, just sockets and spanners will do both back and front adjustments.

Either stop your cheque or contact your credit card company and ask for a refund, and you'll get one because the garage won't want to lose their CC facility.
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I have to agree with this. I had my Z4 alignment done last week at DP Tyres in Wigan. I go here every 18 months or so with 4 different cars so they know me and I get excellent service every time. They had my Zed on the Hunter ramps for 1 hour or so with sand-filled weights in the boot and both seats. They set the steering wheel dead straight and adjusted the front tracking and toe which included getting an induction heater on the offside track rod end to free it off. On the rear they adjusted the camber on the nearside. No special tools other than the induction heater were used, just spanners and sockets. For this they charged me the grand sum of £36 ! My mums E36 318ti was miles out when I took it last year and I still only paid £60 odd !
Your guys sound like they haven't got a clue what they are doing. Find someone that does. :thumbsup:
 
One would expect a garage to have all the tools necessary to do the job for the car booked in. Any additional costs to hire tools not held by the garage should be discussed, a price agreed and all the tools ready to do the job on the day, professionally, in full.

This may help other members after alignment...
I go to Black Boots in Chesham and have a guy called Tony Bones do it. Had the Z done again a couple of weeks back after a nasty pot hole encounter. This guys experience and knowledge is incredible. Most people who use the Hunter simply tap in the car details and adjust to the specs the machine spits out. Tony Bones was all over this machine explaining why the machine settings are only guidelines if you've lowered suspension or made other mods. And he has you there and explains exactly why he's setting your car up to these custom settings...If any of you guys are near Chesham, get Tony Bones to sort out the alignment. It's an hours drive from my place but worth the journey. I paid £95 for front and back alignment, camber etc. He even had to remove the factory alignment pin on my front strut and set it up without the pin.
 
2dogs said:
Was looking around to get mine done.
Was this place in Clevedon?
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Yes. Wouldn't recommend!

Thanks to you all for taking the time to read my waffle, and for chipping in with your thoughts and experiences. I knew to question the knowledge on tap when they told me that camber is often adjusted using "concentric bolts" :roll:
 
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