Greensboro woman gets refund after second mechanic finds critical repair mistake

GREENSBORO, N.C. — A routine oil change turned into a costly and frustrating ordeal for Nena Murphy — until a second mechanic and a video inspection revealed what went wrong.

Murphy takes pride in caring for her car and says she knows when something doesn’t feel or sound right.

“I was just going in for an oil change,” Murphy said.

During that visit, the mechanic told her there was a problem with her sway bar. A replacement was installed, but Murphy says the car didn’t sound the same when she got it back.

“I just kept hearing funny noises because I know my car,” she said.

Concerned, Murphy returned to the shop. An inspection was done, but she says she was repeatedly told nothing was wrong.

“When I took it back, they kept saying nothing — this, that, whatever,” Murphy said.

The squeaking noise continued.

“So after all that, it didn’t work out. I was still hearing a squeaking sound,” she said.

That’s when Murphy contacted our newsroom and decided to take her car to a different repair shop for another opinion.

“After you got involved, I was getting calls left and right,” Murphy said.

The turning point came when the second mechanic documented the inspection on video while examining the vehicle underneath. The footage showed several issues, including leaks and suspension concerns. But the main problem was clear: the sway link had been installed upside down.

“This needs to be here and this here,” the mechanic explained in the video.

We shared the footage with the original repair shop. Shortly afterward, Murphy received a full refund.

“I’m glad you’re doing what you’re doing because just me or anybody else probably wouldn’t get it done,” Murphy said.

With the part installed correctly, Murphy’s car was finally fixed.

“Oh, I’m thankful for you. I’m thankful — really thankful,” she said.

Another case closed and another viewer back on the road with peace of mind.

Consumer advocates say Murphy’s experience highlights important lessons for drivers:

• Trust your instincts. If a noise or problem starts after a repair, don’t ignore it — even if you’re told everything is fine.

• Ask for documentation. Request photos or videos of repairs and inspections, especially for major work involving suspension, brakes or steering.

• Get a second opinion. Another shop may quickly identify issues that were missed or improperly fixed.

• Keep records. Save invoices, estimates and repair notes in case a dispute arises.

• Check warranties. Many repairs come with labor or parts warranties that may entitle you to a refund or rework.

• Know your rights. In many states, consumers can file complaints with the attorney general’s office, consumer protection agency or automotive repair licensing board.

Experts say mistakes can happen — but accountability, documentation and persistence can make all the difference.