The engine light on my car was on , they assured me they can fix it and get paid to fix it The light came back and they don't accept to share cost or.
The engine light on my car was on. They charged me $62.15 to diagnose what the problem is and made me sure that one of the sensors doesn't work properly. When I asked if they guarantee this would fix the problem they said yes it will be fixed with 99.5% chance and if the light comes back again they will do a tune up for $40 and it will be fixed for sure.
Then I told them about my other experience with this kind of car and asked if they can fix it and they assured me they fix it.
I asked them to order the sensor and they worked on the car on Sep. 16 2014 and charged me $155.15 for the sensor and labor. After they finished, They called me and said the light comes and goes and if it comes back they will fix it ( so the light was on even in their shop and they were hoping that it will be off somehow!!!).
As we expected the light came back again and stayed on. when I took the car to their shop they gave me another appointment for Tuesday Sep. 23rd 2014. When I took the car that day they knew they can't charge me so tried to postpone the recheck to another day and asked me to bring the car on Thursday Sep. 25th .
I didn't have any choice so I accepted and brought the car back on Thursday Sep. 25th. The car was in their garage from 10 AM till they started working on it at 3:30 PM. One hour later they informed me that Manifold was the problem from the beginning and in fact the sensor that they changed and charged us $155.15 for it was not problem at all. The mechanic apologized for that and I said we have to rectify this issue somehow.
On Sep. 30 2014 I went to their shop again, the owner and the mechanic was there and I explained everything and they refused to do anything else on my car and when I suggested that we share the cost of fixing this problem the mechanic insulted me by saying "you are out of mind". I said you should not insult people like this and he repeated again that "yes you are out of your mind". Then I informed them that I was going to record the conversation and started recoding and in the video he admitted that he misdiagnosed the problem and asked me to leave their property and I did.
On Oct. 1st 2014 I wrote a formal notice to them and wrote I will ignore the unprofessional and impolite behaviour and asked them to somehow compromise on this issue. Actually I didn't expect to pay me back all my money but in the formal notice I asked them to pay back the $217.30 and hoped I at least get part of it.
I am a mechanical engineer who worked in automotive industry for 7 years and know that a professional mechanic can find what the problem is with a little more investigations in diagnosing process. I believe the mechanic either was not professional ( and if so why should I pay the price of his lack of experience) or he was ignorant ( and if so why customers should pay for his mistake).
Employers must ask their employees to respect customers, unfortunately Mr. ****** was standing there and watching when his mechanic insulted me and said nothing. If this is the way he and his employees treat customer I think BBB should somehow reduce its rating. Because no business with A+ rating should treat customers this way.
The best solution in this conflict will be accepting to pay back $217.30
I complain about this because I want the mechanic businesses to be responsible and deliver a better service. If we ask a builder to build a house and he does nothing we don't pay him. Why when it comes to mechanics we have to pay anyway and they still think they have every right to make mistake and customers should pay and god knows how many customers walk away unsatisfied and they never complaint. To have a better society we have to improve it by talking, writing, complaining and finding solutions.
I thank BBB for their efforts.
See attached response received from the company.
To whom it may concern,
Back in the 3rd week of August 2014, had a young man by the name of *** ******* come into our location due to a check engine light being on in his car. He asked if we could diagnose the problem. I had said sure that we have to scan the the vehicles computer first to retrieve the code or codes from the PCM. This scan is a $55.00 charge and comes to $62.15 with the taxes. This scan would point us in the right direction for further diagnosing. The initial scan gave us a p-code meaning bank 1 sensor 1 oxygen sensor. I told the young man that we have a oxygen sensor code and that usually 9 out of 10 times is the problem he was having. To pinpoint an oxygen sensor problem, we would have to print a tc flow chart and go step by step and would take a couple of hours and that would be $85.00 a hour labor. He said let me call my dad and you can talk to him. I spoke to this dad telling him we had a oxygen sensor code and it usually is the problem. ******* gave me the authorization to install a new oxygen sensor avoiding further cost to diagnose the problem. So I gave him the price of the repair and his son brought the car back on September 2nd and I installed a new sensor, the sensor being $103.29 and a labor charge of $34.00
On September 25th, the son came back with the car and the engine light was back on so I scanned the car again and the code was the same - meaning the oxygen sensor I put in was not the problem. I told the son to leave the car here and I would figure out the problem for him at no charge. I spent a couple of hours on the car and discovered that the catalytic converter was plugged. The son picked up the car the same day at no charge and before the son left, I spoke to this dad ******* on the phone again and informed him of the cost of the converter job and he said he would get back to me. ******* showed up at the shop on September 30 as the owner and I were outside looking at a car together. He was completely out of line and ignorant about the situation and was basically picking on the owner of the shop, who is in his eighties and was following him around the parking lot saying we ripped him off. I told him to leave the premises. I HAVE READ HIS COMPLAINT and there is not a whole lot of truth to his complaint. The dates are wrong and he is lying. ******* ***** gave me authorization to put an oxygen sensor in his son`s car. No shop would promise a $40.00 tune up when you cant even buy a set of good plugs for that amount. And furthermore as a shop we went above and beyond to further figure out the problem at no charge which the customer was not charged for. This could have cost the customer an additional $170.00 plus taxes.
Sincerely ****** Motors
(The consumer indicated he/she DID NOT accept the response from the business.)
I write these lines to inform you I am not satisfied with the reply that Bahara Motors Ltd. have provided to address my complaint about their service.
I want to explain why I am not satisfied with their reply by classifying the issue to the followings subjects:
1- Their Unprofessional customer service
As you can see from their reply, they called me liar (which shows how rudely they treat customers). The fact is they are trying to hide the mess by accusing me as liar. No business should call their customers liar, because lots of things that people say may not be right, but it doesn't mean they are liar. I could have easily accused Bahara Motors' mechanic of lying , but I didn't say and will never say that because to me, moral issues are more important than money. If the dates are wrong does it mean I am liar? I really believe BBB should consider this behavior.
2- Their lack of communication skills :
In the second line of their reply it reads: "he asked if we could diagnose the problem. I had said sure that we have to ...... .This scan is a 55.00 ..." . If they knew there is a possibility of misdiagnose ( which is the case in my car with Bahara Motors), why they said " yes sure .. this scan is 55.00" ? they should have said: " Retrieving the codes form PCM is $55.00 and if we have to pinpoint an oxygen sensor it would be 2 hours ( $85/hr) so $170 to find the exact problem. If you pay $55 and we may charge you the price of sensor and changing it but you may lose all your money because this $55.00 may mislead us. " . If they said so, we knew what we are getting into. But after they charged me $62.15 and assured me that it would fix the problem why should I go for further investigation. The mechanic said " ....he gave me authorization to install a new oxygen sensor avoiding further cost to diagnose the problem." He didn't mention at all about further cost of investigation. All he said was in 99.5% of cases the problem is the Oxygen sensor and they will fix it if it comes back with $40 tune up. ( if the mechanic says I am lying about $40.00 tune up, tell us how much is the cost of tune up, and if it is $170 or so , are they ready to fix the problem for $170.00). Imagine how much more cost he should have said to convinced me if I pay $155.15 to change oxygen sensor, other expenses for getting it right will not be too much? Even if he had told me about the cost of further investigation ( that he had not), I was going to pay $62.15 for that day diagnosis, and I had two options , one installing the oxygen sensor (that costs $155.15 and according to this mechanic I had a chance of 99.5% to fix the problem) and second option was going through further investigation (for $170.00 plus tax would be $192.10 and I might ended up spending at least another $155.15 for oxygen sensor). What would you do? Don't you trust the mechanic? And if the mechanic has not communicated properly with you, you are the one who pays the price of his lack of communication.
3- Hiding the truth
while in the video that I recorded during our conversation, the Mechanic admitted that it was a misdiagnosis, why anywhere in their reply they didn't mention anything about the misdiagnosis and the fact that it was their mistake and he apologized for that (that apology for me was a good gesture at the beginning but that didn't satisfy me because I wanted the car to be fixed with their collaboration but they wanted to charge me more than $600 to fix it and didn't want to share any part of the cost). If they admit that it was a misdiagnosis (which really was, please see the attached video), they should pay back the money to the customer.
Furthermore, why they didn't mention anything about the day that my son had an appointment with them and went there and they said they didn't have time for my car that day? Isn't it kind of hiding the truth to show they cared while they didn't? Isn't on time delivery of goods and services part of customer satisfaction? I believe BBB should consider this behavior in rating ****** Motors Ltd.
Why they didn't mention how long the car was in their shop on Sept. 25? They just tried to ignore us because they knew they made a mistake and couldn't charge us. So they tried to work on our car when they had nothing else to do. Now they are saying they went above and beyond to fix the problem!?!?
4- Their lack of knowledge and experience.
I believe they don't have enough experience to fix engines problems. I say this because if they had known how to deal with this kind of problem, they wouldn't have charged a customer based on a diagnosis that may be wrong. Everybody can go and buy an auto code reader and do this kind of mistakes. Why should I go to mechanic and pay him to make mistake? And if a mechanic is so inexperienced that doesn't know his code reader is not reliable (and the code may be wrong and he may charge a customer for changing a sensor that is not a problem) that mechanic should be trained.
What I have understood from their reply, I believe they don't take any responsibilities for this issue and I leave the decision to BBB to decide who is right and if this behavior is acceptable in a business.