Repairs were done incorrectly 3 times, damage was done to my vehicle which they didn't repair, they sent me home in a death trap for a loaner
On 10/12/12 I took my 2007 Toyota Camry into ******'s to have my air conditioning checked as it was blowing warm air. I was told I had a hole in the condenser and it would cost $680 to repair. Wihin 2-3 days it was blowing warm air again , I called ****** & took it back to ******'s. They returned the car to me said they had replaced the O Ring & recharged the a/c. Within 2 days my a/c was blowing warm air again
I took it back on 11/12/12. Since I was going on a trip I asked them to check the a/c, change the oil, rotate the tires & check the car out for the trip. Got my car back they said the a/c leak was the evaporator core which required taking off the entire dashboard, the cost would be about $700. When I got my car back the oil change sticker said I needed to change my oil at 11,112 miles but I had 108,000 miles on my car; going thru Nashville @ 3AM the Maint Req light came on. I include this because to show how negligent they are in doing the small stuff. No quality control.
12/15/12 took my car back to ******'s to fix my a/c. ****** called 4pm car wouldn't be ready but they would give me a loaner for the night, finish on Saturday. The loaner was a Nissan, about 15 yrs old, the seats were black w/dirt & grease. The rear brakes ground so badly I could barely stop, the automatic transmission slipped so much I had to manually shift to get it over 15 mph to drive in traffic & it was on empty.
Car back Saturday as promised. When I got in to drive home I was so angry I just started crying. There were black greasy hand prints on my dashboard, radio didn't work, no AM stations & only 4 FM stations, There was a knick in my dashboard; a deep scratch on the front of my radio, the screen for the air vent by the windshield was sticking out where it had been put back on half way. My car was in pristine condition when I took it to ******'s. I met ****** at 7am Tuesday morning. He told me that the radio ''had not been retaught'' & he would fix the gash in my radio window and the knick in the dashboard.
When I got my car back the radio worked, the gouge on the radio was not as noticeable nothing was done to the dashboard & it looked as if the dash was still incorrectly aligned. ****** gave me a ''Car Care Kit'' which includes free oil changes and a free detail & other discounts. I called ****** a few days later, asked him to make some financial concessions for this disaster. He mentioned the Car Care Kit and I told him I wasn't sure I wanted to bring my car there again His attitude immediately changed to sarcastic & angry. I reviewed this entire mess with him and his comment to me was ''so you have a knick in your dashboard, BIG DEAL...'' It is a BIG deal, it's my car & he damaged it.
I explained that my car was in there 3 or 4 times to fix the a/c. I had talked to 2 mechanics 1 works for Toytoa, 1 an auto a/c specialist for over 20 yrs. Toyota regarding the radio, diagnosed the problem correctly within seconds of my describing the problem; the a/c specialist said there is a BIG question that if the O ring had been seated correctly during the first repair, the evaporator core may never have had to be replaced which cost me $704. I can't prove this nor can ****** because he didn't run the complete diagnostic of the a/c system when I took it there on 10/12/12. If he had we would have known the total problem and the complete cost to fix it.
I will say ****** worked with me on the bill. I paid ½ up front and gave him checks over the next 3 weeks to pay the bill. They have all cleared my bank. Based on the problems of this repair, inconvenience and shoddy workmanship, lack of concern for the customer's time, inconvenience or concern for my safety I feel a resolution to this debacle would be fair. During this time ****** was less than honest and condescending on at least 2 occasions. This is no way to treat a customer.
I have 2 seasoned mechanics both of which have questioned the necessity of the 2nd repair. Not that it didnt need to be done but would it have been leaking if the O ring had been properly seated in the first place. Also I used to sell Toyotas so I know more than most about them. ****** treated me in a very condescending manner on several occasions during this mess and shows no remorse. That tells a lot about his business ethics. I certainly don't expect a full reimbursement for the last repair bill of $704 but I think it would be fair to have at least 1/2 of it reimbursed since ******'s mechanics didn't run the diagnostics on 10/12/12 so we would know the full problem. As said in my complaint, I can't prove the incorrect placement of the O-ring which leaked causing more pressure on the evaporator which was the $704 2nd repair. But ****** can't prove that if they had placed the O-ring correctly therefore there would not have been a leak so no extra pressure on the evaporator so possibly the $704 repair could have been avoided. Since we neither one can prove this I think sharing the financial reponsiblility is fair. Also, I still have to have my dashboard fixed and have Toyota adjust the dashboard and the a/c isn't cooling properly so I have to have that looked at.
Business' Initial Response
****** ****** first visited ****** Auto and Truck on September 29, 2012. It was during this visit Ms. ****** asked us to determine why her cars A/C was blowing warm.
(See attached invoice #XXXXX). During a visual inspection of her automobile we saw the cars Outside Ambient temperature Sensor was broken off and had been banging against the vehicles A/C Condenser, and had made a hole in it. At that time the customer was made aware of the problem and cost of repair.
On October 12, 2012 the vehicle was returned to us for this A/C repair.
(see attached invoice #XXXXX); which included;
Labor time to remove and replace system expansion valve.
A/C system Evacuation and Recharge.
System Condenser and Expansion valve.
Totaling $679.55 which included a corporate discount of $150.34.
One month later, on November 12, 2012 The customer returned to have an oil change and headlamp cleaning service performed. At this time also stated the vehicle A/C was blowing warm and asked if we could find out why.
(See attached invoice #XXXXX).
Upon further inspection we found one of the O rings we had previously installed for the Expansion Valve had been nicked during installation. The damaged part was replaced, the system was fully recharged, and the customer was NOT charged for this issue.
Another month later, on December 14,2012 the customer returned with her vehicle stating that the A/C was blowing warm again. We found the system was completely empty of refrigerant. We charged the system again and proceeded to inspect it for leaks. No visual leaks were found on the system. We then performed an electronic test using a specialized tool that locates (Non Visual) leaks by detecting Hydrocarbons/Chlorofluorocarbons.
It was determined at this time that the cars Evaporator core was leaking.
The customer agreed to have this repair completed, totaling $704.59 which included a corporate discount of $158.78.
This was a HUGE repair, it requires the removal of the entire dashboard of the car, including the steering wheel, and both front seats, just to gain access to the evaporator case. There are literally hundreds of nuts, bolts, and screws involved in this procedure. Once the case is removed you can obtain the leaking core inside of it.
(We still have on hand this failed component) for review if needed.
We, with good intentions tackled this repair with the intent of being able to complete it by the end of our business day, which is 5:00pm. However due to the vast work involved in this repair we were not able to do so.
I called the customer prior to the end of the day explaining this situation to her. However, we were going to come in on our day off the following day to complete her repair, and get her car back to her. I also realized that she lives about 20 minutes away and has a varying work schedule, including nights and weekends, so I knew she would be stranded without a ride. I offered her some temporary transportation to avoid any financial hardships for her. We have a 1996 Nissan we use to run shop errands. I understand it is not the best thing in the world to drive, it does have its quirks, but it was a safe and reliable transportation alternative. One in which ****** graciously accepted at the time.
The following Monday morning December 17, 2012 Ms ****** was already in the parking lot waiting for us to open @ 6:55am. At this time she had concerns that her radio was not able to obtain all stations, the dash had a small nick in it, the radio faceplate had a scratch on it, and she wanted to make sure the dash was properly secured.
Upon inspection we did find the dash, and radio damage she described. we did all we could to polish the radio faceplate, and dash. We were able to correct the radio issue by re securing the antenna connector again, and found that her dash was not loose or crooked, or improperly secured. I personally went to pick up Ms ****** from her office on this day once we were finished with her car. I explained to her what we did, and what we found. I also gave to her one of our coupon books which would entitle her to multiple FREE oil changes, tire rotations, a set of wiper blades, a free car detail, and discounts on additional service work as well, totaling $581.00 in SAVINGS.
All of this was ABOVE and BEYOND the 20% discount Ms. ****** already received on these repairs because she works in our Preferred Employer Network. Between these 2 repairs the customer has already received discounts in excess of $300.00.
I understand the stress that this has caused our customer, and I am truly sorry for her experience. Cars are very complex, and their A/C systems have multiple components that can, and do fail.
Ms. ****** has been a wonderful customer, I genuinely appreciated her business, and
I am saddened to hear that she may never use us again, but I just simply cannot afford to lose any more on this vehicle.
On behalf of EVERYONE at ****** Auto and Truck; thank you for your business and we apologize for any inconvenience we may have caused you.
Director of Operations
****** Auto and truck Services Inc.
Consumer's Final Response
This response was taken verbally by BBB:
The customer does not accept the company's response and feels they are responsible for the second repair.