Consumer complaint received 2025-07-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
Bottom Line Up Front XXXX ) I was changed {$710.00} for work not performed or performed incorrectly. 
XXXX ) I was overcharged for XXXX ( {$560.00} for XXXX hours of labor ). XXXX XXXX XXXX for XXXX Technicians are approximately $ XXXX. 
XXXX ) I was banned from the dealership for complaining about the bad service and forced to pay for an additional XXXX miles of travel to next closest XXXX XXXX XXXX ( equivalent to {$72.00} ). 
Total Restitution = {$710.00} ( Parts ) + {$510.00} ( Labor ) + {$72.00} ( Mileage ) = {$1300.00} All of this was charged to my XXXX XXXX XXXX. See attached statement. 

Background of Complaint I took my car to XXXX XXXX XXXX of XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, MA XXXX ) on XX/XX/year> to have my rotors and brakes replaced because my car was nearing XXXX miles. I expected they would treat me as a customer with dignity and respect, but instead they committed fraud and berated me. They still continue to dehumanize me even after finding out they were at fault the whole time. 

I was changed a lot of money on my XXXX XXXX XXXX for services that were not done properly and because of this, they completely ruined the new rotors that were placed on the vehicle. 

I scheduled the XXXX replacement for all XXXX wheels, a State Inspection XXXX XXXX Oil Change, and XXXX XXXX XXXX XXXX supposed to take care of a recall for the Trim Cover on the shifter. When I went to pick up my car, they tried to rush me out the door. When I looked at the invoice, they had changed me {$60.00} for the recall service. I asked the XXXX XXXX  that I thought the recall was free and he said it was. He then removed the charge from the invoice and printed me a new copy. When I got into my car to take it home, the new trim cover was still in the package sitting on the seat. The work was never even done and they still charged me for it. 
I asked the XXXX XXXX what happened to the {$35.00} XXXX XXXX discount coupon that I included with the note to the technician. The coupon was with my registration and paperwork on the seat and they never gave me the discount. The XXXX XXXX then updated the invoice a XXXX  time, and printed out a new copy. It felt like they were rushing me out the door. I had a note attached to my registration about issues with my car that I thought they would address with me. 
When I started driving home, I noticed the radio sounded completely different. I called XXXX XXXX up the next day and they said they would schedule me an appointment to bring the car back and look at it. When I brought it back, the XXXX  XXXX and XXXX  were telling me that there was an Ultra High-Definition ( XXXX ) setting that was turned off and that is why the speakers/radio sounded different. When I was talking with the XXXX XXXX, he told me he was only given XXXX hours to do all of the work on my car ( replace all XXXX rotors & brakes, perform the state inspection, oil change & recall ). After this, I became very worried that he did not do my XXXX XXXX properly. 
I started driving home and the radio still sounded like something was wrong with it. I called XXXX again and they would not return my calls. After that, I filed a Better Business Bureau ( BBB ) complaint. The dealership then told me that the Fixed XXXX XXXX XXXX XXXX banned me from coming back after I complained. 

My car also started making loud squeaking noises coming from the brakes. After a few months of continued squeaking after the service was done, my neighbor ( who is a mechanic ) came over and asked what was wrong with my brakes. I told him I just had the rotors and brakes replaced. He said they sounded like metal on metal and looked at them and he said he thinks XXXX XXXX never put the new brake pads on. I called XXXX again ( this was in XXXX ) and there was a new XXXX XXXX, XXXX XXXX. XXXX set me up an appointment the first week of XXXX and said there was a recall for the fuel pump and that the gas would get all through the XXXX. I dont think the new XXXX XXXX knew about the previous incident. I had someone else look at the brake pads and they said the pads were on there, so I cancelled my appointment with XXXX. There still seemed to be something wrong with the brake calipers or the rotor because my front wheels continued to make strange noises. In XXXX, I called XXXX again and told them I think there is something wrong with the Brake Mechanism and they told me I could not come back to the dealership because I was banned. 
Another thing that happened is my oil light came on within XXXX miles of XXXX doing the service, so I dont even think the oil change that I was charged for was done. Because I was banned, I had to take my vehicle to another dealer XXXX miles away to get the oil change ( they also found a broke suspension spring that supposedly was not there when my car was inspected XXXX  months prior ). 
When I took my car back to have the spring repaired, I told them about the brake caliper making noises and they inspected it and told me that the brakes were previously installed wrong and that the rotors were blue from overheating and completely destroyed. They said I should ask for my money back from the previous dealership. 

I just received a call from the XXXX XXXX XXXX XXXX XXXX on XXXX XXXX telling me they would replace the brake pads and then we would go our separate ways. He said 4 times We would go our separate ways meaning I was still banned from the dealership for their mistake! He was extremely rude and condescending. 

I was banned and I never want to go back to that dealership. I do not want any technician from that dealership touching my car. I would like my money for the service returned to me so that I can have the vehicle fixed properly. 

XXXX ) I want my money back ( {$710.00} ) for the Brakes & Rotors on the front of the vehicle that are destroyed because of improper installation. Labor {$270.00} Brake Disc {$190.00} Brake Lining {$140.00} Bolt {$22.00} Sender {$78.00} TOTAL {$710.00} Here is the video of the improper brake installation. https : XXXX XXXX ) I want my money back for being overcharged for XXXX. The XXXX overcharged me for labor - he charged me {$560.00} for XXXX hours of labor, which is almost {$300.00} dollars an hour ( {$280.00} ). The most a XXXX Technician should be making is {$40.00} an hour so I was charged XXXX the amount I should have been for labor. I demand to know the XXXX XXXX and want my money back for any excess payment over XXXX hours of labor. I will use a {$50.00} per hour labor rate based on website inquiries. 

XXXX ) I want XXXX to pay me for mileage for being forced to travel XXXX miles to another service station when XXXX XXXX is completely at fault. XXXX Mileage rates are {$0.00} cents per mile which is equivalent to ( XXXX XXXX twice = XXXX miles minus the XXXX miles normally traveled to XXXX = XXXX miles @ {$0.00} per mile = {$72.00} ). I want the {$72.00} for being forced to use the next closest XXXX XXXX, which was XXXX miles away. TOTAL = {$710.00} ( Parts ) + {$510.00} ( Labor ) + {$72.00} ( Mileage ) = {$1300.00} XXXX ) A formal apology is warranted, but I would not expect to receive anything like that that from this unruly and unprofessional dealership.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation