JBC told us repairs would be within our stated budget but they weren't and we were asked to pay for service on our vehicle we did not authorize.
Several months ago I had my vehicle towed to your shop, JBC Tire of Nixato be inspected due to issues it was having at the time. We were told at the time of towing that it would be a few days before you were able to look at it, to which we agreed. A few days later we received word that our on board computer was corrupt and wasn't responding at all. We asked if this could be repaired and were told that it would have to be replaced.
We discussed the cost with your technician who advised us about $1,500.00 plus labor costs on top of the part fee. We had told the technician at the start that we only had about $700-$800 to spend on the vehicle so we called around to check prices. We found out that a new on board computer could be purchased brand new right down the street at ******** for $318.99 +$59.00 Core.
We told the technician that we were unable to pay that amount, and that there were far cheaper options for the part than he told us. We advised him not to work on it and we would pick up the vehicle. At this time there were no labor fees incurred, according to the technician, because he hadn't done anything with the vehicle except drive it around the block to hear the issue and hook a device up to it to test the computer.
The technician offered resistance, instead saying that he knew for sure it was the computer and wanted to replace it. We told him again that we could not afford the computer and he advised us that he could get it replaced for $700, $800 with labor costs, which would be affordable for us. We asked if he was sure about the issue because it needed to be fixed in one attempt or we wouldn't have money to repair it. The technician told us it would fix the issue, and the only other possible things that could be wrong with it were minor things that cost less than $200. We agreed to those terms and he began work on the vehicle.
About a week later or so we received a call telling us that the computer had not fixed the car. We asked how much it would cost to fix and were told about another $1,500.00. We advised the technician that we could not pay that and we wanted the computer removed, our old one restored, and to pick up our vehicle and we would pursue other options. We were told that removal and return of the computer was impossible and we would be responsible for paying for it. We asked to speak with management and were directed to Manager *****.
After two conversations with ***** we were told that he would try to return the computer and get our old one put back in the vehicle. Ultimately ***** said he was able to get the part returned because of a good relationship with the company he got the it from and placed our old computer back in the car. Upon putting the old computer back in the car ***** informed us that there was never a problem with the computer in the first place, which upset us greatly. We told him at that time we did not want to do any more work on the vehicle and would pick it up. ***** pleaded with us to fix the vehicle because they had already put so much time into it and didn't want to lose money. He said he knew what the problem was, a cracked head gasket, and could fix it. But the part would cost over $1,000. We reiterated that we could not afford that and would pick up the vehicle. After several phone calls attempting to come to an agreement so that JBC could continue working on the vehicle we ultimately decided not to allow them to work on the vehicle any longer. ***** then asked for us to come into the shop first and see the work they had done, which included spark plugs and other items we did not authorize them to change. We spoke with ***** on 3 occasions about retrieving the car and each time he all but refused to release it to us and wanted to discuss it in person before accepting that we did not want JBC Tire to work on the car any longer. It has been several months and nobody has allowed us to pick up our vehicle without considering letting them do more work on it.
We felt that this was an attempt to get us to pay them something for all the work they had put into the vehicle. We had told them previously that we would pay $250 for labor fees for fixing the car, however we were lied to about the vehicle and what was wrong with it and then not even allowed to come pick up the vehicle. We spoke with ***** on 3 occasions about retrieving the car and each time he all but refused to release it to us and wanted to discuss it in person before accepting that we did not want JBC Tire to work on the car any longer. After a two or three weeks of this back and forth banter we had made up our minds that we were done letting them repair the car. ***** called ***** and told him that we would be coming by to pick up the car and needed to know when it would be available. Before giving ***** and answer, ***** said he had an emergency and would have to call ***** back.
After several days we had not heard anything back from *****. ***** tried to call JBC Tire to speak with ***** several times over the next two weeks and each time was told that he was busy or not at work that day but would call him back. It has now been several months as we have reviewed our options online and tried to decide what our best course of action should be. We were finally contacted by JBC around the beginning of June and asked if we were going to pick up our vehicle or not. We informed ***** from JBC Tire that we were taking other action at this point because of the issues we had with them up to this point and to expect a certified letter from us soon.
We are asking that either
a) the vehicle be towed back to us at JBC's expense with no charge for the labor that was done unauthorized and with misleading circumstances, or
b)to repair the vehicle as promised for the $250 we were told we could ultimately pick it up for which was for labor costs and fees.
We have been without our vehicle for several months now and it has cost us dearly. Having 2 children, a job that is almost an hour away from home, and only one vehicle has been harsh on us and made it nearly impossible for my husband to look for work. We would like to have our vehicle fixed like we were promised and feel that paying $250 to have it fixed, given that we have been deprived of it for almost 6 months now, is not asking too much. If this can not be honored then we request that our vehicle be towed to our house at JBC's expense and we will cut our losses. Either option is acceptable but we strongly feel that the least that could be done after all this time without our vehicle is that the vehicle be fixed so we don't have to go through this process again.
Business' Initial Response
COULD YOU PLEASE GIVE ME SOME MORE INFORMATION.WHICH LOCATION,THE INVOICE NUMBER ON THE REPAIR ORDER AND IF POSSABLE A NUMBER TO CONTACT YOU WITH.
IF YOU PREFER YOU CAN CALL ME AT XXX-XXX-XXXX MY NAME IS ****** ******
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated, the location is the Nixa, Mo office behind ********'s, the vehicle is a 2003 Ford Focus, light blue in color, and the invoice number is XXXXX. The vehicle was dropped off at the shop on February 17th, 2012. I contacted JBC Tire of Nixa to gather this information as requested and I am assuming they already know about our complaint because I was told by ****** that we were contacted by JBC Tire a little while back about our vehicle being ready for pickup. This was only about a month ago, even though we requested it to be picked up back in early March. While we would like to discuss this with someone by telephone we think it best that all of our communication be in writing so as to verify the accuracy of all information. We have had several bad experiences already with other members of JBC in Nixa and would like to make sure all correspondence is recorded from here on out.
Business' Final Response
i HAVE SPOKE TO MR ****** AND TOLD HIM THAT HE DID NOT OWE US ANYTHING AND THAT HE COULD COME GET THE CAR ANYTIME.