Complaint: Dear Sir,
On Dec. 30, 2013 I took my car for repair at Auto Tech ll, **** ** *** **** ****** ** XXXXX.
That moming the manager asked me to leave the car for a diagnostic and estimate, about 1
hour later I received the ll from Auto Tech ll about how much will be the cost of the repair. I
agreed and gave the ok to do it! The same day in the aftemoon I called them and I requested al
oil change at the same time since the mr was in the garage. Later they called me again and told
me that the car needed 2 serpentine belts changed. I also agreed because I need a safe car on
the road and my car will be ready the next day at 9 am. The next day I was very happy to pick
up my car, I trustthe shop, my car will be running better. 'l1le total of the labor and parts was
for $ 659.06. I paid that amount, expecting the car will run properly without problems. later
that day Dec. 31, 2013 I called Auto Tech ll, that my car was jumping and shutting itself off, the
check light on. They told me to bring the car back to check what was wrong. I took the car back,
one of the techniolans said that the car needed more work. Still they were not sure what was
wrong. I understood that their diagnostic was wondering, they denied warranty like is posted in
the invoice 12 months/12,000 miles. I was upset because the manager was talking about more
money. I went to an auto parts store **** ******* to nd out the honesty of Auto Tech II and
compared the prices of the parts, they changed and noticed the price of the belt were 3 times
of the cost of the store. EGR Vacuum Solenoid and the ignition coil were charged double. The
car was not fixed. The warranty denied and I was ripped off in everything. If the car was running
satisfactory, I did not have to nd out the scam that they do to a senior citizen like me. Like the
big community of retired people in Ocala, Florida. I am not looking for money back. Just to let
you know how this Auto Tech Il operates without mercy to the old people
Initial Business Response
This is in response to complaint # XXXXXXXX.
Customer brought the vehicle in on December 30, 2013 at 3:58pm (not in the morning as he indicated). His complaint was the check engine light was on and it ran rough in the morning. We asked him to leave the vehicle overnight so we could check the vehicle when the engine was cold. He left the vehicle and we took him home.
Upon driving the vehicle into the bay, the technician said that we had a hard misfire. We scanned the vehicle that evening verified a hard misfire in #4 cylinder and excessive flow in EGR system and the codes had been previously cleared; customer indicated that he had the car scanned at one of the parts stores. We then verified the fault with the #4 cylinder and the EGR system. We called the customer with an estimate that evening and he authorized repairs and added an oil change to the repair order. After performing the authorized repairs, we would be able to further check for his complaint. We told him we would change the oil the next morning and check the cold rough running after we had done the authorized repairs.
We checked for rough running on the morning of the 31st and found no further issues. We did recommend a tune-up because the car had 130,587 miles on it and had what appeared to be the original spark plugs. A 100,000 mile tune-up is recommended for this vehicle. Customer declined a tune-up at this time.
Upon doing the oil change, the two serpentine belts were the original belts and showed signs of excessive wear and cracking. We called the customer and he okayed the replacement of both belts. After doing the oil change and replacing the belts, we picked the customer up. We told him if he had any problems with the vehicle to bring it back in.
On January 3rd, 2014 (90 miles later), he called with the complaint that the check engine light was back on and in the morning it was jerking intermittently on acceleration. We again told him that we preferred to have the vehicle overnight again so we could check for the rough running when the engine was cold, since that was his complaint. He was told that we would re-scan and re-check at no charge as was our policy.
When we scanned the vehicle that evening, three codes had been set - two misfire codes - one each for #1 and #2 cylinders and a catalytic converter (CAT efficiency) code. We experienced no misfires and verified that the catalytic converter was operating within specifications.
On January 4th we re-scanned and tried to duplicate faults. Nothing was found. We test drove the vehicle. We could not duplicate any of the customer's complaints about rough running or jerking. Since we could not duplicate complaint, # 1 and #2 cylinders are at the back of the engine under the intake plenum which has to be removed to physically inspect those cylinders, harnesses, coils, etc. Again we recommended a tune-up which was 30,000 miles past due. The intake plenum has to be removed for the tune-up so further inspection could be done at that time with no additional diagnostic expense. We ran an electronic relative compression test to make sure there was no major engine damage.
We could not duplicate the customer's complaint. We did NOT charge customer for any of this recheck work.
On our drivability problems we have a seven mile loop we drive. We could not duplicate the complaint the night of the 3rd when the engine was warm or the next morning when the engine was cold or with tests in the bay.
We never refused or charged for warranty work. We actively pursued all of the customer's complaints. Customers are always encouraged to bring their vehicle back with any issues. Customer did not want to pursue issue further. Since misfires can be caused by many reasons,we cannot efficiently correct unless the vehicle fail while we have it. If customer does not bring vehicle back, we cannot correct issue under warranty or not. There would not be further charges to find issue unless we had to pull something apart or replace parts. Our warranty covers parts and labor as our invoices indicate and we stand behind our work.
As far as customer's complaint about parts pricing - parts stores like ************ sell at wholesale to repair shop and to walk in trade. We mark our parts at a retail price (cannot sell at cost). Customer's need to be aware that there are different quality lines of parts. They need to compare apples to apples. We primarily deal with first line parts - OEM or better, unless customer requests otherwise. Our warranty covers parts and labor.
We continually strive to satisfy all our customers. It is the customer's responsibility to communicate issues with us. This customer is still encouraged to bring the vehicle back for warranty at no charge just as we did recheck warranty work on January 3rd and 4th at no charge.
Thank you for your assistance with this complaint.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.