Owner **** Nixon told me that he didn't care if I was a customer, and then he told me to shut up.
I first took my car to have a timing belt, water pump replaced because I was noticing drive-ability issues. They did good work it seemed except my new timing belt sounded like it was rubbing and paint had been badly knocked off of my valve cover. The shop manager **** called me and told me that I also needed to replace my distributor cap and rotor, motor mount, power steering pump, and radiator. I got the parts myself, and I installed a new rotor and cap myself. I didn't notice any change in drive-ability. I needed to do the timing belt water pump job regardless of whether or not it would fix my drive-ability problem. I took my car back to the shop and had them install the radiator, power steering pump, and motor mount. Like the timing belt and water pump, the power steering pump, mount, and radiator were installed for general maintenance not for drive-ability issues. At this time, I got a call from someone else in the shop explaining that I would need a whole distributor to fix the driving problem. I purchased a new distributor, took the car back to them, and had it installed. I was put back by the fact that I had been told by **** that it was only the cap and rotor, and was forced to buy these parts twice because you can't find a new distributor that doesn't include them. Well, new distributor on so my car shouldn't have any problem driving now. Nope, no change in the drive-ability problem whatsoever. Still there. I took my car back to Nixon's to have the problem diagnosed...again, and today they told me my problem is the o2 sensor. This was the main problem the whole time. My car is an older acura, and so I think they just saw any part in it could be replaced, and they could just say it looked worn. Never fixing the problem at hand to keep me coming back.
Also, I had found after the distributor was installed, they failed to reconnect my air intake to the throttle body, and 3 out of 4 visits my car was left unlocked on the street. Owner **** Nixon asked me what I wanted their shop to do to rectify my negative experience when I explained my concern to him. I started to answer him, when he promptly cut me off telling me I needed to "shut up", and listen to him. I explained to **** that I was the customer in this situation, and he said "so what".
He stepped toward me in an aggressive posture that was fairly intimidating, considering he looks very much like **************. I thought he was going to hit me. He told me that my car was too old to be doing this work to, which is something I don't think he would have told me before taking my money. This is when I told him that I was done talking, and I was leaving with my car because he had no intention of hearing me out. I told him that this was bad customer service and I would be complaining.
I would like Nixon's Garage to refund the money I spent for them to install the distributor, clean the throttle body and adjust timing. It would be great customer service if they also refunded the money I spent replacing a slightly worn distributor that caused no drive-ability issues. That's about $*** of the labor they did, and a little over $*** for the distributor I bought for no reason. (I have a receipt for it.)
The facts and accusations in this letter are untrue. The personal insults show the character of the person who wrote them.
The customer was informed verbally, and in writing on the first visit that "distributor bearing going out, may cause miss". He was told this when we replace the distributor mounting gasket with no labor charge. It was leaking oil very badly. While the distributor was removed, the play in the distributor bearings was noted and the customer contacted.On 04/10 he brought the car back in to have the other parts replaced that we recommended for maintenance and told us that he had replace the cap and rotor.We began the diagnostic procedure, the timing was jumping all around due to the distributor bearings bad. We could not finish the testing.He was charged for the diagnostic time spent. On 04/21 he brought the car back to have the distributor installed. The car still had a running issue and he declined further diagnostic time. On 05/14 he brought the car in stating the car still had a running issue.We spent 1.5 hours diagnostic time at no charge to him. We informed him the car needed an egr valve and an 02 sensor. He became angry and wanted to speak to the owner. I spoke with him asking several times how he felt I could help. He became angry and left.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is a horrendous lie. My valve cover was banged up from the timing belt job, they forgot to connect my air intake after the distributor job. The final diagnosis was my o2 sensor was bad. I have since replaced the o2 sensor, and it did not fix the problem. Also, they said they fixed my PCV valve. It's not connected to anything (lower hose not connected.), rendering my emmissions system useless. I only replaced the rotor and cap on their advice when they originally claimed it would fix my problem. Didn't work either. Only after that, did they tell me its the whole distributor. (Which it was not as it turns out). Also, the camseals are leaking that they installed during the timing belt job as well as the timing belt is rubbing or way too tight which is apparent from the sound it makes when the car is on. Virtually nothing they fixed or diagnosed was correct. The way I was treated by the owner after dealing with all of these issues was just icing on the cake. He asked me questions that he had no intention of letting me answer before cutting me off and acting rudely. All of his employees that I spoke with used good customer service skills until I met with the owner **** Nixon who quickly put an end to any concern I might have had by not letting me voice my concerns at all. He asked me to show him my car before we talked, and in retrospect, I believe it was just to get me outside his shop where he could behave ridiculously without his other customers becoming knowledgeable. There were no personal insults in my original complaint. However, I WAS extremely upset by the way Mr. Nixon handled my situation, and furthermore his business by physically intimidating and not letting me speak, then telling me to "shut up", and that he didn't care if I was a customer or not. Nixon's Garage failed to diagnose or fix any of the problems that I paid them for in 3 visits. I thought that my proposed solution was rather conservative considering these facts.
Final Business Response
In an attempt to resolve this situation I am willing to refund $******