TJM HunterValley - appalling service and incompetent fitters

[cookie64]

I consider myself a time poor client but think I have a pretty good relationship with the boys at ARB Elizabeth (previously Gawler) with Brad Newham the owner having had the Birdsville auto store and being the mechanic on many 4X4 Australia trips some years ago.

They have done lots of works to most of my later 4wd's and when there is ever an issue he gets it fixed, I have checked his pricing and he has always come in cheaper so confident he is looking after me as a repeat client.

@Evert, you need to document in a diary every conversation and phone call with your questions and his responses as this is admissable in a court. You should lodge complaints with TJM Head Office, Rhino Rack, GME and Aeorklas as I am pretty sure they would not want their product reputations tarnished by such shoddy workmanship and finally a copy of your complaint to Office of Fair Trading.

Do not accept that antenna as that cable is finished, once water gets into it, it will cause all manner of grief.

https://legalvision.com.au/i-am-unhappy-at-the-quality-of-a-tradesman-work-what-can-i-do/

Hope you get this sorted mate

cheers

 

[Triton14]

Yes it's great to form a good relationship with one shop if you can.
The problem is they get one chance for a bite at the apple as far as I'm concerned.

I've just found a new place I intend to start using, the facility looks great but it's the workmanship that counts & this might sound cocky but I'm going to take the time to meet with the manager and have the conversation.

I don't think it's to much to be so forward to ask for a commitment to quality in return of ongoing support of the business.
I don't mind paying a premium for excellent service as long as that's what you get.
Otherwise no second chances!

Last place I got my car fully serviced they charged me for changing the OEM oil filter & they left the old one on, I know because I marked it!
They lost my business for good & I let the manager know it!

 

[CTL]

Not judging, just saying, two sides to every story and somewhere in between is the truth.

 

[phs]

Not judging, just saying, two sides to every story and somewhere in between is the truth.

Two sides for sure

but photos of the UHF cabled Tie bracket speaks for its self

that cable tie was probably a $120 to install

 

[Warby]

Yes it's great to form a good relationship with one shop if you can.
The problem is they get one change for a bite at the apple as far as I'm concerned.

I've just found a new place I intend to start using, the facility looks great but it's the workmanship that counts & this might sound cocky but I'm going to take the time to meet with the manager and have the conversation.

I don't think it's to much to be so forward to ask for a commitment to quality in return of ongoing support of the business.
I don't mind paying a premium for excellent service as long as that's what you get.
Otherwise no second chances!

Last place I got my car fully serviced they charged me for changing the OEM oil filter & they left the old one on, I know because I marked it!
They lost my business for good & I let the manager know it!

100%

I had been trusting one local 4x4 specialist workshop with my ute from new.. they got 2 logbook services and the rear bar purchase + install, then on the 3rd service they lost my business for good.

• Bash plates were cable tied on (I kid you not!!!) and installed in the wrong order (so the bolt holes didn't line up... Hence the cable ties) - only discovered it because my driveway has a slope so I could see them as I approached the car to go to work the next morning.
• Glove box dampener hadn't been reconnected
• Oil filler cap was loose (only discovered this a weeks later when I noticed a few drops of oil on my driveway and went hunting for the source)
• Air filter wasn't changed (didnt discover this until my next service, at a different workshop, where they pointed out that it was absolutely filthy - incl lots of red dust, which could only have been the trip before the previous service)

The managers excuse? They were just taking my car off the hoist for a minute to do something on another car and forgot to go back to mine before calling me and telling me it was ready to be picked up.

 

[Batts88]

100%

I had been trusting one local 4x4 specialist workshop with my ute from new.. they got 2 logbook services and the rear bar purchase + install, then on the 3rd service they lost my business for good.

• Bash plates were cable tied on (I kid you not!!!) and installed in the wrong order (so the bolt holes didn't line up... Hence the cable ties) - only discovered it because my driveway has a slope so I could see them as I approached the car to go to work the next morning.
• Glove box dampener hadn't been reconnected
• Oil filler cap was loose (only discovered this a weeks later when I noticed a few drops of oil on my driveway and went hunting for the source)
• Air filter wasn't changed (didnt discover this until my next service, at a different workshop, where they pointed out that it was absolutely filthy - incl lots of red dust, which could only have been the trip before the previous service)

The managers excuse? They were just taking my car off the hoist for a minute to do something on another car and forgot to go back to mine before calling me and telling me it was ready to be picked up.

Wow pretty pathetic service hope you let other locals know to be cautious.

 

[CTL]

Two sides for sure

but photos of the UHF cabled Tie bracket speaks for its self

that cable tie was probably a $120 to install

Not doubting the dodgy initial install as the photos speak for themselves.
But I question the telling of the story and TJMs response to fixing the problems.

 

[Martin89]

I always like to communicate by email if a problem comes up, that way you have it in writing.
As someone who is not mechanically handy it is a bit of a concern when getting stuff done to your vehicle from a business you haven't dealt with before etc. I'm just glad with the 4wd I do i don't need many mods done. Hope you get it sorted

 

[Warby]

Wow pretty pathetic service hope you let other locals know to be cautious.

Yup, posted about my experience in a couple of the local 4wd FB groups.

 

[dno67]

Im just throwing this scenario out as a comparison, if you take your vehicle to a tyre service (eg: goodyear or dunlop tyre service) to have tyres fitted and your rims or vehicle got damaged do you think ether of those trye manufacturers would be doing anything for you ?
IMO
The problems the stores, to rectify.

 

[Evert]

Not doubting the dodgy initial install as the photos speak for themselves.
But I question the telling of the story and TJMs response to fixing the problems.

No need to take my word for it mate. I have kept all the emails, text messages and phone log from this store and the ones from the OEM to prove this. And I will happily provide this if it ever goes to court.

I consider myself a time poor client but think I have a pretty good relationship with the boys at ARB Elizabeth (previously Gawler) with Brad Newham the owner having had the Birdsville auto store and being the mechanic on many 4X4 Australia trips some years ago.

They have done lots of works to most of my later 4wd's and when there is ever an issue he gets it fixed, I have checked his pricing and he has always come in cheaper so confident he is looking after me as a repeat client.

@Evert, you need to document in a diary every conversation and phone call with your questions and his responses as this is admissable in a court. You should lodge complaints with TJM Head Office, Rhino Rack, GME and Aeorklas as I am pretty sure they would not want their product reputations tarnished by such shoddy workmanship and finally a copy of your complaint to Office of Fair Trading.

Do not accept that antenna as that cable is finished, once water gets into it, it will cause all manner of grief.

https://legalvision.com.au/i-am-unhappy-at-the-quality-of-a-tradesman-work-what-can-i-do/

Hope you get this sorted mate

cheers

Thanks mate, I have done so. GME were absolutely awesome to deal with. I believe Rhino Rack followed up as well, but I didn't hear much back from them. TJM Head Office/Aeroklas were pretty poor with assisting.

 

[G_ute]

Man up, DIY.
You will gain skills and confidence you might need in tight spot, espcially in the 4wd scene.

 

[03hilux]

Im just throwing this scenario out as a comparison, if you take your vehicle to a tyre service (eg: goodyear or dunlop tyre service) to have tyres fitted and your rims or vehicle got damaged do you think ether of those trye manufacturers would be doing anything for you ?
IMO
The problems the stores, to rectify.

This is true, however, should the store be unwilling to rectify their mistake, the customer will often call a "big name" head office to voice their concern. The vast majority of tyre shops are franchise set ups, and the HO will encourage the store to fix it at store level.
Some customers will simply take their frustration straight to a HO purely because they feel let down by the store and have a lack of confidence in the store.

 

[Triton14]

No need to take my word for it mate. I have kept all the emails, text messages and phone log from this store and the ones from the OEM to prove this. And I will happily provide this if it ever goes to court.




Thanks mate, I have done so. GME were absolutely awesome to deal with. I believe Rhino Rack followed up as well, but I didn't hear much back from them. TJM Head Office/Aeroklas were pretty poor with assisting.

So how are you proceeding then?

 

[Evert]

So how are you proceeding then?

I’m done with them. Like I mentioned in the original post, after 7 weeks of pursuing the issues, they have fixed the dodgy UHF install, replaced the damaged rack and the roof racks are now (almost) level. In the process of fixing the above they damaged more things. I have now fixed the tub liner issue myself (cost me 4 hours to do). There is nothing you can do about the holes that they drilled in the main cross member underneath the dash. Unfortunately they are here to stay, but they didn’t even use them to mount the UHF unit. They used double sided tape….? I have kept all my communications for if the owner ever decided that he wants to go down the libel path, or try to remove my google review. I have also kept them in case I have any issues with this equipment later in life and I need to get a warranty claim in. This post was to raise awareness in the community for anyone dealing with this store.

I also spoke with the owner again. He asked me to remove my google review/photos and also to remove this thread. I told him that I was not going to do that as this is all factual. I also informed him that I was not doing this to get money back or anything like that, but it was an honest review to raise awareness for other customers out there. He promised me that he is putting on a workshop foreman to ensure that this stuff doesn’t happen again. I hope he does and that it helps his business. I won’t be trying it out though.

I also did this to inform the OEM’s of how their products are getting installed. I did not want any refund or such things from them either, but I was hoping for some leverage from them to assist in this when I got the run around from the store. I also believe that they have the right to know how their products are being installed, so that they do not get slandered with poor quality products when in fact they fail due to poor installation. I’d like to point out again that GME were great to deal with and very helpful.