I took my car to this company for a simple analysis of my frontend problem, and ended up paying over $2000 for repairs, and my car still isnt working.
I took my ******** to this location to address my frontend shaking when I apply my brakes. They identified the problem and fixed it without notifing me of the cost. When I got the car back, and drove 5 miles home, the speedometer wasnt working and the breaks was whistling. drove it to work and back home, and now it wont take any gas. took towed it back to them, and they replaced my fuel pump. without giving me a quote. I had to pay the fee. Got it home, and tried to drive it to a restaraunt and it run hot. Had it towed back again. Now they say my water pump and other issues are the problem totaling over $2000. I refused to let them touch it again. They left the engine cover off my ******** engine when they changed the oil the last time. I had the *** towed to another repairman, and he found my fan to the water pump broken, radiator damaged with 2-3 holds in it. I just want my money back.
After paying them more than $2000, I would like at least half of what I paid them, since they did perform labor on the repairs. This would include work performed that still isnt working.
Contact Name and Title: **** ***, Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@cbauto.net
In response to the above referenced complaint please note that the vehicle in question is a **** *** **** with 245,000 miles on it.
The customer's first complaint is that we repaired the vehicle without giving him a quote. I disagree as he declined some additional work that we had recommended. This is documented in our paperwork of which he has a copy. He declined the work after a telephone conversation thus I believe it is not possible for him not to have been notified.
He returned the vehicle complaining of a whistling noise and the speedometer intermittently not working. We corrected the whistling noise and also, as a good will gesture, put new brakes on the rear of the car at no charge to the customer. Physical inspection of the vehicle will verify that new brakes were installed. The fact that the speedometer is not working correctly has absolutely nothing to do with the brake work. I have researched the problem and found it to be a not uncommon issue with this model vehicle. It is generally a speed transducer which attaches to the upper side of the transmission and communicates with the body control module.
The customer brought it back again a couple of days later, this time complaining that the vehicle wouldn't "take any gas" and that he wanted us to "fix it" and that he was in a hurry to get it back so that he could get to New Orleans for Margi Gras. A test drive revealed that the vehicle was in a computer induced "limp mode". This means that the on board computer has restricted the available power and will only accelerate up to a very slow speed. Testing revealed that this was due to low fuel pressure and that the fuel pump would have to be replaced to correct the problem. The fuel pump is located inside of the fuel tank. A physical inspection will reveal that a new fuel pump has indeed been installed and this has corrected the problem. I am adamant that we did not and could not have caused or induced this problem.
The customer called us a short time later to advise us that the car was now running hot. This was in the middle of one of the recent ice storms. Myself and my service manager personally went to the customer's house to pick up the vehicle and bring back to the shop. We spent several minutes clearing the vehicle of snow and ice so that it could be driven the short distance back to the shop. It did not overheat but inspection revealed damage to the plastic blades on the cooling fan as well as possible damage to the radiator and water pump shaft. I have no idea how or when this damage could have occurred. It could have been ice related or perhaps debris (ice/snow) in the road. But at no time did we work on the cooling system or even the engine. Again, while I cannot prove how or why this damage occurred, I am adamant that we did not cause or induce the problem.
With respect to the customer's ******** ***** we performed an oil change in January of this year. The customer advised us in February that the ******** dealership advised them that part of the plastic engine cover was missing. It has been assumed that our store must has neglected to replace it after the oil change. Since I don't have any spare ******** **** engine covers lying around the shop and I don't have any idea for how long the partial cover may have been missing, I believe it is unlikely that we left it off, but it is possible. For this reason and as a good will gesture I ordered an engine cover from the dealership at a cost of $100 and installed it for the customer same day. I believe this is evidence of my continued desire to provide strong value and customer service.
Lastly, it pains me greatly to have a customer who is unhappy with our shop. My team and I put great effort toward taking good care of our customers. And I don't disagree if the customer feels that this is a strange set of circumstances. Never the less, each of the problems are independent of the others. A high mileage *** will always be somewhat problematic and expensive to maintain.
(The consumer indicated he/she ACCEPTED the response from the business.)
After dropping my car off, and having to call them to see if they had even looked at it. They said they had and recommened services to take care of the front-end shaking while applying the brakes. As outlined in the reciept,I paid for services that I'm still having problems with, as well as services I didnt have a need for when I first visited with the **** Brakes are still squeeling at every stop, my front-end is still riding rough after replacing hub barings, and tire rods. My speedometer still doesnt work after putting new sensors on. I have attatched pictures of what my engine looked like the day i had it towed from their place. a bolt that is stripped, couldnt have been stripped unless someone tampered with the fly-wheel. My radiator that I had to replace, had zero leaks in it before going to them (looks like a wrench punchered it multiple times trying to get the bolt off. You can clearly see the damp area's (leaks) in the picture.My ABS light is still on when I drive. I understand you researched issues outlined with my make and model, but (doesnt have to be the case for my car)these issues werent happing before It came to your shop. My case isnt a common issue, it's a personal issue that resulted from your staffs neglegence. Regardless to me wanting to go to New Orleans, means nothing to the fact that I wanted my car back by a certain date. You said you could get it to me, so I expected it. Perhaps in your rush job to get it back to me, poor work on your mechanics performance played a huge roll. I found it very unprofessional that the first 2 times you repaired my car, that the owners wife, test drove my vehicle around town to run errands. I dont know this person, but I dont think she was qualified to give a diagnosis to my cars driving condition. I left my car with Christian Brothers certified staff to work on outlined issues, and test that the issues had been fixed before I paid you.I live less than 5 minutes from this shop, and until I went to *************** for dinner, I would have never known that Christan Brothers had caused this much damage.My car had not even been driven during the icy, snow days you mention in this response. Lets keep in mind, each time I got my car from you, I had to bring it back. For the most part the car wasnt even drivable.Your company has changed the oil on my ******** on more than 1 occassion, and the cover was on it at the very first visit. I dont want you to seem like you did me a favor in replacing the cover, or even any extra work you feel you did, on my ***, because I have dished out over $2000 on services and parts.Im glad to know that you do agree that these are a strange set of circumstances, but they happened after I brought my automobile to your shop, for a simple front-end shaking problem, and after multiple visits, I have had to get a fuel pump, speed sensors,brakes,rotors, hub bearings,Inner tie rods,Control arm, water pump, radiator, fan, and a host of other items REPLACED. I do understand that I have a older model car. Because I have taking good care of it over the years, is the reason it's still on the road now. I have had to spend, over $1000 to get my car back to running condition since i removed it from your place, and feel that I'm intitled to all of the funds paid to your company. I left out the fuel-line pump reciept in the attachements, because I have only been driving the car a couple of days, so I dont know how long this will work. But, again the brakes are still sqeeling, and the speedometer isnt working. I still need those 2 issues repaired. Please just give me my money back. Thank you.
Final Business Response
Our company offers a 2 year 24,000 mile warranty on all parts and labor and we are more than happy to honor this warranty. If the customer is not comfortable bringing the car here to this location, this warranty can be accomplished at any of the 5 area Christian Brothers stores.
If the brakes are squeaking, I am sure the problem can be solved. I am willing to find a solution to the speedometer problem as well.
However, we cannot and will not warranty items that we have not worked on. We are alleged to have been negligent and to have "tampered" with other parts of the car such as the cooling system. The customer states "a bolt that is stripped, couldn't have been stripped unless someone tampered with the fly-wheel." The fly wheel has nothing to do with the cooling system and is in fact located between the engine and transmission. At no time did we touch the fly wheel.
It is not unprofessional that the owner's wife drove the vehicle since she is co-owner and is part of the day to day business. She is quite qualified to test drive a vehicle to check for vibration under braking.
Once again, we are eager to offer warranty repair as necessary but we cannot offer refunds or warranty on what we have not worked on. Thank you.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
As I have stated from the begining, all I want is the services that I paid for. I will drop my car off, at the ******* **** location on Wednesday evening, so that the CB staff can examine the brakes,speedometor, and to revisit the work done to the front barring hubs. I'm not sure what the title of the part, or work that was done, but, I would like to have all works performed that fall under the warranty policy to be checked. I would also like to test drive the automobile with a liscened technician before signing-off, or recovering the vehicle apon completion.