Report: #777103

Complaint Review: Active Green + Ross

  • Submitted: Thu, September 15, 2011
  • Updated: Fri, September 16, 2011
  • Reported By: Jeremy — Hamilton Ontario Canada
  • Active Green + Ross
    999 Upper Wentworth Street
    Hamilton, Ontario
    United States of America

Show customers why they should trust your business over your competitors...

I have been having my vehicles repaired for years at your Upper Wentworth location. I have been recommending this location to my friends and family for years. Yesterday I called to make an appointment to have my brakes looked at as I thought the front brakes were seizing. I was told it would be no charge and booked the appointment. Today when I brought my car in, I told the attendant my problem and how I had done the pads and rotors myself several months ago. I was told it would cost me at least a half hour labour to have my brake work estimated. I asked why and the counter person proceeded to tell me, smugly, that if I broke something or did something wrong then he would have to take things apart, which costs at least a half hours labour. Now first let me say that I am no idiot although he felt necessary to talk to me like one. I am not some punk teenager doing work in my driveway. I have been in the automotive industry for years and I currently work for Toyota Canada. I bring my vehicles to this location as it is near my home and it saves me a lot of time and have always treated me well. I was insulted with his attitude and his aggression towards my questioning. When I mentioned I have been coming here for years and never was charged for an estimate, he brushed me off and showed no interest in customer retention. He proceeded to tell me that he more or less didn't care and he wasn't going to look at my car at all. This older gentleman attempted to make a fool out of me and instead lost a long time customer who had every intention of having my vehicle repaired there this afternoon. I understand people have bad days at work, but there were two other people at the counter and a line of customers. He also made a fool out of his co workers and the store it self. I will be no longer recommending your company to any one. And have made arrangements to have my car repaired today somewhere else.

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This report was posted on Ripoff Report on 09/15/2011 10:21 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Thanks for the reply...


Thank you for the quick response.

Firstly let me say that I did forward the exact complaint that you read here to your head office by facsimile as well as to the BBB, early yesterday afternoon. In fact, I only found this website after searching for a suitable company email address for me to voice my concerns to. I found none, and the option for anyone to send an email to your head office from your web portal is broken/disabled. However, the search results showed that I am not the first person to have a similar issue with Active Green And Ross. Nevermind the CTV videos that flood the results.

I understand your policy about disassembling the parts of the vehicle. I was told the exact same thing yesterday afternoon by the counter person. The entire complaint is based on the fact that I told the EXACT same information, about the previous brake work, and about my thoughts of diagnosis, to the counter person that I made the appointment with over the telephone on Wednesday. That person, was very clear that the inspection would be free of charge.

More importantly, the condescending attitude that your counter person gave me about the previous brake repairs was not only insulting, but completely ignorant. How dare I question him. How dare I tell him what I was originally told.

Turns out that my diagnosis was correct. Your closet competitor in the area fixed my vehicle this afternoon. After doing a complete inspection...for promised.

Perhaps your counter person could learn a few things from this incident. Perhaps he could learn that speaking to adults like adults is much more productive then speaking to them like children. And, perhaps he could learn that not every person that brings their vehicle in for service lacks knowledge in automotive service.

The worst part of this entire thing for me? Just last week...literally 6-7 days ago, I argued with a family member about auto service in the area.  I told them that if you want fair work done go to the Active Green and Ross at Limeridge Mall. I had nothing but strong recommendations for the Upper Wentworth location. Talk about putting my foot in my mouth.


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#2 UPDATE Employee

Contact Head Office or the Franchise Owner

AUTHOR: Peter steele - general manager - (Canada)

Dear Jeremy

I have spoken to the Franchise Owner who was unaware of your complaint. If you want to file a complaint then I suggest you contact the Franchise Owner directly at the store or our Head Office at 416-255-5581.

I spoke to the Franchise Owner who spoke to the staff person you met with, and he did advise there would be a charge to diasassemble the brakes to properly inspect them if the work had just been performed elsewhere.

Our free brake inspection is a visual inspection of the brakes with the wheels removed. If the brakes had just been done and had a fault, they well may require disassembly to determine the fault. Since you advised you perform the repairs yourself, the shop is not guaranteed any repair work and is obligated by the Consumer Protection Act for Ontario to advise you in advance of any charges. 

Peter Steele  
Active Green + Ross
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