Very disappointed w/ the service given at Summer Grove Auto Care.
On August 24th 2015 right about 9:00 am , I took my behicle Summer Grove Auto Care for an autodiagnos, "check engine light", after I explain the problem and paid $75.97 I waited 2:30 hours, got an estimate for over $600.00 , I said I come back in a later date and left.
On my way home I notice my car wasn't running on 4x4 Low and it won't switch to High, I took it back and left it, later on I got a call from the shop and I asked if it was possible they mistakenly did something to the 4x4 system, he answered no.
The next day I got call back and I was told they couldn't figure it out and he will call me back, he didn't call back, so I went the next day Wednesday to see what's going on, the auto technician who worked on my behicle told me infact that he mistakenly run a diagnosis on the 4x4 system, thinking that he was supposed to get the transfer case codes instead of engine codes, I took my car and left frustrated and disappointed.
At this time I sat an appointment with the car dealer to fix the issue on behicle, I would like Summer Auto Care to cover damage and repairs that dealer will charge me.
Re: Case # XXXXXXXX
The customer did come in with a Hummer H2 on August 24, 2015 to diagnose the check engine light on. While the customer was waiting on the diagnostics to be done, he discussed with **** a leak near transfer case and a problem with the encoder motor and said he was working on that himself. Customer never mentioned he wanted us to check those because he had been working on that himself.
When the mechanic pulled the vehicle in he noticed that the check engine light was on and the transfer case light was flashing. The engine codes included 2 codes, one with the engine and one that had to do with the transfer case and 4 wheel drive. One code was for knock sensors. The other code was for the 4wd low electrical. At that time he read the codes on the transfer case to be sure something there was not related or causing the check engine light to come on. There were 3 codes there dealing with wrong voltage at encoder, all shifting is disabled, service, 4wd and rear differential lock disabled. He did not mistakenly check the transfer case and not the check engine light. He did both to be thorough with the check engine light diagnostic. The mechanic also checked voltage to the encoder motor on the transfer case manually and switched the button on dash from high to low. At that time the switch was not acting correctly which is consistent with the code P1875 that was in the transfer case when he came in. A leak was found at the transfer case that indicates a leak coming from inside the case that shows it had been leaking awhile. Also, the voltage was not correct to the encoder motor the customer had put on. The customer stated he had ordered that from the internet. The mechanic did take pictures of the transfer case leak at that time which is part of his diagnostic routine in some cases.
After knowing that the customer was working on the encoder motor and 4wd systems himself, he was told that the check engine light showed he needed 2 knock sensors, a harness, and on visual inspection, intake gaskets. The total price was $650.00. He said at that time he would have to bring it back as he "didn't have the funds" at that time. Since the customer had already said he was working on the other 4wd and encoder motor, etc. and knew he already had a leak it wasn't discussed further with the customer.
The customer left and came back a short time later saying his vehicle wouldn't come out of low gear which is also consistent with the codes that were on when he came in. He thought we may have done something and **** told him no that none of the diagnostics would cause that. **** did offer to check it out and the customer did leave it for a couple days. During this time the mechanic checked things more in depth and researched on the internet and even consulted with a transmission shop which is why it took that long. After all that it was determined that something internally in the transfer case went wrong during this time but there is no way a person could cause it. This was already beginning to be a problem as evidenced by the leak on the transfer case. Also, the voltage problems could be a couple different problems one of which is the encoder the customer put on. He was advised by the mechanic
since he was working on that himself that he may want to return that part for a new one and try that first. If that wasn't the problem he would need to move on to one or two other items. There is no way to know 100% without trying the new parts. Since the encoder motor had only been on a few days according to the customer that would be the first thing to try. He said he may try that next.
The customer did pay the initial $75.97 for the engine diagnostic. That was done, he was told the problems, and how much it would cost to fix. He elected not to at that time which is fine.
As far as the 4wd, transfer case, and encoder motor problems and the vehicle getting stuck in low gear is in no way caused by the mechanic.
We do have the hard copy of the invoice which shows all the codes in the vehicle the mechanic wrote down when it was brought in showing pre-existing problems that are now the customers complaint that we caused.
We also have pictures of the leak on the transfer case further proving consistency with the customer saying it was leaking when he came in and that it was definitely pre-existing and had been leaking for some time.
We feel that what he wanted us to check, the check engine light being on, was diagnosed and he was presented with the problem, solution, and cost. Therefore, we do not feel that should be refundable.
When the car was brought back in, the car was inspected thoroughly and researched for the low gear problem to give the customer more information about it and assure him there was no way the mechanic could have done anything to it. The customer was not charged for any of this and he decided to try a new encoder motor and begin the repair process himself.
At this time there is no reason we believe we caused the stuck in low gear problem however, if the dealership he was speaking of will call us and have a certified mechanic or transmission specialist write a letter that our mechanic could have caused the breakage inside the sealed transfer case and how, we would be happy at that time to discuss it with them and reconsider if applicable.
Copies of invoice, hard copy with mechanics notes and engine and and picture of transfer case pre-existing leak available on request.