Initial estimate was approx $400.00 for repairs recommended 10 mths earlier, then they said they needed another $234.00 after that repair did not fix.
Brought my 2002 Hyundai Accent VIN#KMHCG45C12UXXXXXX to Milex on 9-24-13 for a complete service eval for multiple problems. Had just purchased vehicle 2 mths earlier. The loud clicking noise turned out to be the car was very low on oil, which was easily fixed however the A/C seemed to be a little more involved and I did not have the extra funds to work on that at the time, so I said I would wait. My son picked up the vehicle and when I told him what was wrong with the A/C (Control Head-Levers), he said that was different than what the guy told him. He was told that they initially thought that the noice the vehicle was making was comming from the A/C pulley and belt, even though it ran cold. He was told that they had to cut the belt. I did not think much of that statement because my son is 17 and this is his 1st car and I figured he just misunderstood what he was told and maybe he was referring to the engine lifters making the noise. Anyway, time goes on and I had to replace the transmission on this vehicle. I originally had an estimate from Milex but it was so high that I got a second opinion and had it done elsewhere for almost $1000.00 less. They used a rebuilt trans, which Milex said was unavailable. Now, 10 months after the initial estimate from Milex, I call them to say that I would like to now have the A/C work done (its HOT). My son dropped the car off early on 7-22-14 before they opened and I called them later to clarify what I wanted done. I spoke with ****** in the office and said I wanted to get the A/C fixed and that they said it was the Control Head that needed to be replaced but I wanted her to call and let me know the estimate for repair because I was planning on selling the vehicle in the next 2-3 months and did not want to put too much into it. ****** called back and said it would be about $400.00 which was only about $100.00 more than what I wanted to spend but I wanted to check with my husband, which I did. We decided to go ahead with the repair. The part had to be ordered, and we left the carr there for 2 days. On 7-24-14, Velvet called me and said they replaced the control head but the A/C didn't work because the Pully, Belt, Nut & Bolt that connected to the A/C was missing. I was was very surprised and asked how much more, then I spoke with the mgr, he told me it would be another $234.00. I asked if they checked the A/C unit before they gave me an estimate and he said NO, they went off the old inspection from 10 mths ago and they never even lifted the hood, the repair was dont thru the dash. I told him I did not think that they should give an estimate without checking out the whole system especially when they knew I did not want to do any repairs if it was too much. I said I would pay for his labor cost but just remove the part and I did not want to do any repai, and take my losses. That is when I was told, this is a special order non-refundable part (another thing I should have been informed of). Then I asked if he would split the $62.00 labor cost as a meet in the middle (301.00 discount on a now $500.00 repair), but he said NO. I also mentioned what my son had told me about them cutting the pully, and he said; thats not noted. I asked if the other repair shop would have to remove to do the transmission and he said, NO. I just paid him the $353.82 over the phone and picked up the car later that night, again after hours, because I work. When I picked up the car, the passenger side door did not work but it did when I brought it there. Now I have paid $343.82 but the A/C still does not work and no one can tell me where or why the pully and belt are missing (we don't work on our vehicles)and I have a broken driver door, which means we have to slide in from the passenger side. Just doesnt seem fair. I would like to have someone else finish these repairs at Milex's expense or have my money refunded.
I would like to be refunded for the cost of this repair or at least be refunded for Control Head Part that I was not informed was non refundable. I would also like to be refunded for the cost of the door repair or at least for the parts to replace the door handle, and I will pay someone else to fix it. I have tried to work this out with Milex from the beginning but they have not been willing to accept any responsibility for their actions. This whole situation would have been avoided if they would have re-checked the whole A/C unit before giving me an estimate. If I had known it would be this much, I would not have done any repairs and just asked less for the car when I sold it. They also should have notified me that the Control Head was a non-refundable part, once ordered. As far as the door now being broken; I don't know if that was malicious or a slam of the door that broke it. The two back door handles were already broken, so we know to be very careful with them.
Contact Name and Title: *** *****
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@cox.net
On Sept 24, 2013 the Hyundia Accent was dropped off at our repair shop for an oil change and to diagnose the engine running sluggish and the a/c and heater blowing on the floor. When we started the car we found the engine making a lot of tapping noises. We checked the oil level and found none showing on the dipstick causing the lifters to make a lot of noise. As soon as we changed the oil and filled it to the proper level the engine noise started going away. The engine control system is equipped with a knock sensor which changes the timing according to the amount of noise coming from the engine. With the noise it was making the knock sensor was causing the engine timing to retard and have a lack of power. We inspected the issue of the a/c and heater blowing only on the floor and found the a/c heater control head was binding and the temp door cable was disconnected. We were able to change the position of the door so it will blow cold air and not hot. We tested the a/c temp and it was blowing at 56 degrees. The belt had to be on the car at that time or the a/c would not have worked at all. We let the customer know at that time the only way to make a proper repair would be to replace the heater/ac control head. On July 22, 2014 the customer dropped off the car requesting the control head be replaced, it was explained at that time the part would have to be ordered. The customer was given an estimate later that day of $406.99 and authorized the repair. The part came in 2 days later and was installed. At that time we found the a/c would not blow cold, we inspected the system to find out why and found the a/c belt, idler pulley, bracket and bolt had been removed from the car. We had no reason to inspect the rest of the a/c system because 1st, there was no complaint of another problem and 2nd, the a/c was working when the original diagnosis was made. Almost all vendors that sell parts have a policy of special ordered parts not being returned unless they are defective, there was no discussion about the part not being able to be returned because at that time there was no reason to have the discussion. The repair total was $353.82 instead of $406.99 we gave the customer a discount that was not included in the original estimate. As far as being asked about another shop removing the pulley to replace the transmission my answer was "I do not know because I was not there." I know the drivers door was working when we finished the repair because I was the one to pull the car out of the shop and park it, I had to open the door from the outside to get into the car and then open it from the inside to get out of the car. As far as the passenger door, there was no reason for us to use the passenger door, I believe there is some confusion about which door does not work because in the customers complaint in one sentence it is the passenger door and in the next sentence it is the drivers door. Although I do feel bad for the customer because she has obviously had issues with the car she bought I do not feel any of them are our responsibility. We were asked to make a repair, the customer agreed to the price and the repair was made. We should not be held responsible for what has happened to the car in 10 months since we made the diagnosis.
(The consumer indicated he/she DID NOT accept the response from the business.)
In re-reading my original complaint, I see that I did make 2 verbage errors; so let me correct. I stated I originally requested a discount on the labor cost for the additional A/C repairs of 301.00, but that should have read, 31.00 on over 500.00 worth of repairs. The second error was on the door handle that was not working when I picked it up. I did say "passenger", when I should have said "driver" side door. Both corrections were towards the bottom of the original complaint. Since filing this complaint I have had the driver door repaired on 8-1-14 by the same company that did the transmission repair for $92.45. That same company checked the A/C unit and confirmed that the A/C tension pully, nut, bolt & belt are missing but their company would have no reason to remove that during a transmission repair. They also could not give any explanation as to how that would happen, since they have never heard of one just comming off before. This shop could not find these replacement parts locally but showed me on the computer, exactly what I was looking for and guided me to the internet to purchase the parts and then they would install them at a one hour labor rate of 85.00. I have purchased the these parts online for 57.91, which would make my new cost of additional A/C repairs 142.91. So now the A/C repairs that I was not going to do if it was over 3 to 400.00, will end up costing me $589.18. I still refer back to asking Milex for an estimate to repair the A/C on 7-22-14, they knew I did not want to spend too much, since I was selling the vehicle, yet they did not re-check they A/C system, they simply went to a 10mth old repair assessment and gave me a price. It would be very difficult to sell this vehichle with half the A/C repair being done, especially since both repair facilitied had difficulty finding these replacement parts. I have spent several hours on the internet to find these parts and I am hopeful this will fix the problem. I also would not have ordered the expensive A/C level control, if I would have known it was a special order piece that was non-returnable. If I was given acurate information from Milex in the begginning I would have asked for a couple of hundred dollars less on the price of the vehicle but instead, I will be out almost $600.00. I still believe Milex should be held responsible for something in this matter but I do believe their actions to be neglegent not malicious. I would like them to re-imburse me half of what I will have to pay to have eveything fixed, which would now be $295.00 if these new parts work. I can furnish receipts upon request.
Final Business Response
CASE ID: XXXXXXXXX ******* **** Vehicle: 2013 Hyundai Accent
MIlex Auto Service, August 18, 2014
Contact: **** L *****
Contact Phone: (XXX) XXX-XXXX, email: ************@cox.net
Because we now have two complaints from Ms ****, first one received on August 4th, and the second one received on August 13, and they have some conflicting information this is a combined response to the two.
Without reiterating the narratives of the complaints, I am summarizing our view and our position on the specific issues that she has raised.
On the initial visit to our shop, on 9-24-13, the temperature control was inoperative, and the air control cable was disconnected. A new control head was needed. The repair was declined. We re-installed the loose air control cable then our tech accessed inside the inoperative temp control head and moved the stuck temp control to the cold position to temporarily make the AC useable. When the vehicle left our shop the dashboard air temp was 56 degrees on a 103 degree day, so the refrigeration working perfectly.
1 ) After the vehicle was dropped off to us on July 22nd, 2014, Ms **** called and told ****** that we said last September the temperature control head needed to be replaced. ****** opened the original ticket and found that to be exactly the case, so tried to order the part, found it was not available here, so called and gave Ms **** the time and cost for the control head, which she approved. AT NO TIME DID Ms **** MENTION THAT THE REFRIGERATION WAS INOPERATIVE OR REQUEST THAT WE INSPECT IT OR PROVIDE AN ESTIMATE FOR IT! (Air and temp controls are totally separate units from the refrigeration function.) No repair shop performs work not requested and authorized by the customer.
Ms **** implied in her first complaint that we had removed the missing parts from her vehicle, and/or that we cut the AC drive belt, but since the refrigeration IS TOTALLY INOPERABLE WITHOUT THOSE PARTS and it was producing 56 degree air on a 103 degree day when picked up, her implied accusations ARE COMPLETELY IMPOSSIBLE!
Ms **** then makes the insulting claim that "after spending $400 they called and said they needed another $234 to fix what that repair did not fix"! We fixed what she asked us to fix, and that fix was never intended to address missing AC parts under the hood!
2) Ms **** also makes an incorrect and rather insulting statement about her transmission estimate from Milex. We told her that a USED transmission was not available. She told us that the vehicle has been a financial drain, so we tried to find a low mile used transmission, which, if available, could save her hundreds or maybe more than a thousand dollars. We did not find one, so recommended a QUALITY factory rebuilt transmission, which comes with a 100,000 mile, 36 month full warranty. She opted for a cheaper rebuilt, which is certainly her option, but we do not use cheap rebuilts due to experienced high failure rates with them.
3) The door handle accusation: On July 24, 2014, our shop Manager pulled her vehicle out of the shop and parked it where it was to be picked up. As noted in his response to her original complaint, he opened the driver's door using the outside handle, parked it, then opened the driver's door using the inside handle. If he had broken it, he would have said so. And I might point out that the poorly constructed plastic handles break with regularity as they age (both rear door handles have already been broken on this vehicle.)
Ms **** did not at any time ask us to check the AC on this vehicle. After the initial temporary fix, ten months later, she brought it in and told our CSR that "last September there was a control head issue" that she wanted fixed. If Ms **** had asked for the AC to be checked, that would be listed on the intake invoice, as that form becomes the work order for the technician, plus, the AC inspection fee would have been listed.
HAD SHE ASKED THAT WE CHECK THE AIR CONDITIONING, ALL OF THIS WOULD HAVE BEEN AVOIDED!
Ms **** states in the complaints:
"my son told me about them cutting the pulley" Our answer: An obvious impossibility, as stated above, as it HAD to be on the vehicle when it left our shop in September 2013 and was NOT on it when the vehicle returned to us in July 2014. A totally false accusation.
"They should have notified me the Control head was a non-returnable part"
Our answer: This part may have actually originally been a returnable part, HOWEVER, IT WAS INSTALLED BEFORE ANY ISSUES AROSE, AND ALL PARTS THAT HAVE BEEN INSTALLED ARE NON-RETURNABLE, as after a customer approves the estimate and the part is installed, it is no longer returnable.
Ms **** has attempted to blame us for everything that is wrong with this vehicle. It is my opinion that this 100,000+ mile vehicle was obviously purchased without a professional used vehicle inspection, was a neglected vehicle, and continues to drain them with unexpected expenses, and they are very frustrated with the losses.
We understand the frustrations and financial losses, but WE have done nothing wrong in this transaction. Our Manager tried to soothe Ms Owens' initial complaints by giving her a $53.17 credit on the control head repair that was made, which she responds to by saying we refuse to take responsibility for our actions. She authorized that repair, but at no time did she ask that we inspect the AC refrigeration system.
We have done nothing improper on this vehicle, we have made our best effort to communicate with Ms **** and try to resolve her issues and misunderstandings, we have given a discount as a gesture, all to no avail.
**** L *****
President & General Manager
(see hard copy online)
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe another complaint has been filed, we are simply responding to each others claims because we have very different opinions of what has occurred during the course of this repair. In order for the BBB to make a fair determination of this case they are allowing each of us to speak on it. I do feel like I am rehashing the same thing again, but here we go.
*On 9-24-13 the A/C was not the only thing that was done to my vehicle, it was making a loud noise that we were initially told could be the A/C. I don't know what order the repairs where done but I do know that my son was told there was issues with the A/C pulley & Belt but I was told on the phone and on the paperwork that the problem was the Control head in the dash. I spoke with the shop mgr but my son spoke with the mechanic that actually worked on the car. Is is possible that the A/C was checked 1st and when that noise was ruled out and it appeared to be running cold, that then they looked at the engine. In the process of working on the engine, is it possible that the belt & pully broke then but wasn't documented by the mechanic and the mgr was not aware?
It is apparent by Milex's last response that they feel that I am making acusations about their integrity and that I think they did things maliciously to my car; that is not the case. I simply think some things don't add up and I am not just willing to accept that and more importantly, pay for it. I have been a business owner twice and am currently employed in the ******* **** a **** so I am very familiar with having to defend the actions and processes of my staff. Many times those complaints identified a change that I would make in our process to avoid them from happening again. In a hospital setting the outcomes could be life threatening so we welcome and encourage that feedback, and we don't make our patients pay for our mistakes.
1). Milex references what I did or did not say regarding the A/C repair on the 2nd visit, 9 to 10 mths later and says it was working when I left their shop. The truth is, the lever that they put in the cold position, did not stay in that position for more than .15 minutes down the road when we left their shop. I did ask ****** to repair the control head, but as I stated before, when she called me back with the price, being higher than anticipated; I did inform her that I was selling the vehicle and did not know if I wanted to spend that much. I even said to her (and I remember this specifically). This care is one thing after another, I hope this the last thing I have to do to it. As a customer rep, this is where I would have notified a customer; "Just so you know, this is a special order part, and if it doesn't fix the problem, you cannot get a refund or return it". If I was given that information, this whole thing may have been avoided because It would be my nature to confirm that they were sure that this was going to fix the problem since it had been so long since the initial assessment was done (9-10 mths). Then they might have taken a second look and would have been able to give me a true and acurate cost to have this repair done correctly. Why would anyone want to put in excess of $600.00 for A/C repairs on a vehicle they were going to sell(just common sense)?
2). I only mentioned the other company that I took the vehicle to for the transmission because it might have had relevance to the parts being removed during that repair, but that was not the case. It is not insulting for a consumer to shop for the best deal on something. In this case I was told 2 different things by 2 different shops and I took the lower bid, most people would on a vehicle that is only worth about $2500.00
3). The door handle was another fact not accusation. When I dropped it off it worked, when I picked it up, I could not get into the vehicle on that driver door. It did have to be repaired. I stated that the vehicle was old and that one of the other doors had already broken the same way. When I picked up the vehicle, it was after hours, so I could not address it with anyone and at that point we were disputing the A/C issue so it seemed like a mute point. The facts are still the facts, but it could have brocken when Milex shut the door to lock it up before I picked it up coincidentally.
This last statement says that they offerred me a $53.17 credit on the control head repair which is not true. When they gave me the additional cost for the A/C repair, I asked if they could discount that because of not checking it in the first place and they said NO. I then asked if they had any discounts offerred for AARP members and they said Yes (this was not offerred before). When I decided not to do the additional repairs, Velvet asked me to pay the original quote and that is when I told her; shouldnt I get that AARP discount we discusse and she said; Yes, I forgot about that, she made the calculation of the discount and that is what I paid.
In closing, Milex states that if I would have asked that the A/C be checked, this would have all been avoided. This statement is so confusing, why anyone bring a vehicle in to be half repaired and pay $300.00 to still not have A/C in July? I have reviewed this scenario with many friends and co-workers and we are not mechanics, that is why we take it to a shop. There has not been one person that can understand why a shop would not recheck the system if it had not been assessed in 10 mths. In my field, I double check things from day to day, just to be sure. It is not a waste of my time to be sure because it can cost my patients more than just money.