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Consumer Complaints

BBB Accredited Business since 05/01/2000

Arves Jones Automotive Center

Phone: (915) 751-9171

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
11/26/2015Problems with Product / Service | Read Complaint Details
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Complaint
On Wednesday, November 3rd, I took my 2009 Jaguar to Arves Jones Auto service center to replace a thermostat and housing. I was called that evening and was told that the mechanic broke a plastic screw on the reservoir. The put another metal screw in and I paid my bill of $416.00. Once i got hm the fluid was all over my engine. The next morning I returned the vehicle and they had to replace the reservoir and charged me another $146.87 to get my vehicle. I objected because they broke the reservoir and the Manager stated it had to be done to relieve the pressure. there wasn't anything wrong with the reservoir until they broke it. I would like to have my money refunded for the second charge of $146.87. The manager Ms. Marti showed me the damage they had done to my engine when i brought the vehicle to them the following day.
Product_Or_Service: 2009 Jaguar

Desired Settlement
I think i should have my $146.87 returned, because they caused the damage.

Business Response
Contact Name and Title: ****** Messer
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@prodigy.net
Mr. ******** brought in his 2009 Jaguar to replace the thermostat and housing. In order to bleed the air from the cooling system we had to open the bleeder valve which is located on the cooling reservoir. The reservoir itself is plastic and when our technician removed the bleeder screw (also plastic) it cracked. This did not occur due to negligence on behalf of our technician but rather because this plastic component is 6 years old and had become brittle. We attempted to purchase just the screw but were not successful since it is only sold with the reservoir which had to be purchased from Jaguar. Although we do not feel that our technician is at fault for the bleeder screw cracking, we do understand Mr. ********'s stance on the matter and we will refund his $146.87. If you should have any further questions or concerns please feel free to contact us.

05/08/2015Problems with Product / Service | Read Complaint Details
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Complaint
They had my car for 7 weeks 3 days and did repairs I didn't authorize. My car was returned to me in worse condition and had to be towed back to shop.
I have brought my car here to have the crankshaft machined and other parts that I purchased they didn't use the gaskets I brought which was a full set they waited a week and a half before even touching my car everyday I called and asked an estimate for a price and time when it would be available and every time they denied me and they never gave me their labor rates.they also kept putting it off sending it to the machine shop. The machine shop they sent my engine to had it for 3 weeks and he did further work without my authorization by boring out my cylinders and replacing my pistons and connnecting rods with out letting me know that work was being done. when locked up my car 7 weeks and 1 day later my car was not running right and had died on me driving 20 minutes away from the shop I had to have it towed back they didn't put my car back together fully and when I picked it up my headlights now are not working and my a/c was not working as well and they are tryimy to say my a/c was not working when I brought it in when I know it was along with my headlightsny car then proceeded to overheat while I was driving and wouldn't go faster than 25 mph they didn't want to put the extras parts I wanted them to install which they said they would. Upon going to the shop at 15 April 2015 my car has been untouched for 3 days they told me they didn't want to work on it during those three days to wait for me to bring in a part that should have been replaced so I had to go out and find one. The only part they brought to my attention that needed to be replaced was my exhaust manifold which they told me on the second week my car was there and after I authorized them to replace that single part they never did replace it.

Desired Settlement
They have done work to my car I did not authorize they have had my car for too long and it's still not operational after they said it was. When I left with my car it drove for 20 minutes before dying and had to be towed back and they left it unfinished with panels still off in my car and they are still not doing any further work to my vehicle

Business Response
Contact Name and Title: ****** ******
Contact Phone: XXX-XXX-XXXX
Mr. ********* is correct that we did have his vehicle for a considerable amount of time, however, he is incorrect in stating that we did unauthorized repairs to the vehicle. When Mr. ********* brought his 1986 Chrysler Conquest to our shop the vehicle did not run as he had removed all of the engine bearings. He requested that we replace the bearings, install an aftermarket turbocharger that he provided, an MSD Ignition that he also provided, replace the cylinder head which he also provided, replace the head gaskets which he did provide some but did not provide a complete set of gaskets and at the time that he brought the vehicle in he advised that we had 2 months to get his car ready. In order to replace main and rod bearings in the bottom part of the engine we proceeded to remove the engine and send the crank, block and heads to a machine shop. We were advised that the crankshaft was no longer able to be turned due to excessive wear. The bare head was fitted with valves, valve stems, and rocker arm assembly, It was necessary to obtain another crank and turn this crank to 10 over. At this time we had to obtain additional bearings since his were a standard size not 10 over. During this process we kept in touch with Mr. ********* to advise him of the situation and he continually gave us the "ok" to proceed. In addition, the connecting rods were checked and two were found to be faulty, therefor requiring replacement. The other two were sized to the crank and the pistons. The piston rings were also replaced due to excessive wear. In addition, Mr. ********* asked us to delete the balance shaft chain with parts that he provided. Unfortunately, the block and head were kept at the machine shop for over 3 weeks due to our machinist having some medical issues. We did advise Mr. ********* of this issue at the time. When they were returned to us, we immediately began work on re-assembling and installing the engine to his vehicle. After installing the engine, we discovered that the turbocharger that he provided would not work with the engine. The design of the turbocharger was completely different than what the vehicle required. We advised Mr. ********* of this issue and re-installed his old turbocharger. The vehicle did not run well with the old turbocharger so Mr. ********* proceeded to bring us one he thought would work. It also was not the right part and so our technician attempted to modify the turbo in such a way that it would be compatible, however we were not successful. The vehicle was running at this point however not to the standard that we would have liked due to this turbo issue. Mr. ********* picked up the vehicle and then brought it back several hours later stating that the headlights and air conditioner were not working as well as there being a panel inside the vehicle left off. The panel was indeed left off, we immediately put it back on and have counseled our technician about that issue. As for the air conditioner it never worked as the system was completely void of refrigerant which is R-12 and due to EPA regulations is no longer available for sale. The only way to make the air conditioner work is to retrofit the air conditioner system to be compatible with the new R-134A refrigerant. The headlights were personally checked by myself and I know they are functional. Nothing we did to the vehicle would cause the headlights to malfunction. As for the pricing issue I advised Mr. ********* that due to the inconvenience of us having kept the vehicle so long I would discount our labor rate from $85 per hour to $50 per hour which is reflected on our invoice that he signed upon picking up the vehicle. I further discounted the invoice for the machine shop work I only charged him for the parts that the machinist used and not the labor that he charged us. We also noted on the invoice that he signed that the lack of power was caused by a bad turbocharger (we will provide a copy via U.S. mail). In addition, I would like to mention that we attempted to use his turbocharger at no additional charge and without the proper parts, this vehicle will not run at an optimum performance level. If Mr. ********* were to provide the correct turbocharger for this vehicle we will gladly install it and ensure that the timing and valves are set correctly at no additional cost to him but only if he provides the appropriate part.

Thank You,
****** ******

Furthermore, all parts that Mr. ********* provided that were not used or were unable to be used were returned to him including his original crank that was no longer usable.

05/14/2015Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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