Business ProfileforHarris Mazda

After getting my car serviced the check engine light came on the very next day. I took it back in to be sorted only to find that after a full week the service manager didn’t even know my car was still on site. Very odd. Despite the oversite I was contacted and informed that the car was ready and sorted; it had been test driven and it had ‘lots of power’. I picked it up the next day only to see that it was running VERY poorly; no torque in 1st or 2nd gear and 3rd was very jumpy as if it was misfiring. Hardly fixed. In fact, it drove worse after they ‘fixed’ it than it did when I had brought it back in. The turbo didn’t even seem to be doing anything and I’m guessing the fuel injection was under performing, which was the reason for the check engine fault code in the first place. All of this right before Christmas. Terrible service and even worse work done to properly diagnose then remedy the problem.

Cust was in 03/09/2023 for some suspension work and check eng light diagnostics. We found it needed to start with an upper 02 sensor. 

Cust deffered the work at that time and opted to come back in the future to have it corrected. 

Cust returned 12/06/23 for repair,  we also recommended some other work to be done along with this to correct the check engine light. Customers bill ended up being 2882.34 after a substantial discount.

The customer shortly returned and said his car did not feel right and it is not ok... I personally drove the vehicle and no check engine light returned. everything felt normal to me = ( i did not over rev the vehicle or drive it substantially fast) 

We informed the customer it may have been some left over cleaner in the injectors and released the vehicle back to the customer. 

The customer returned the next day and further explained in second gear at the top of the rpm range the vehicle stutters and hiccups and even worse when in third near the top of the rpm range... The advisor in charge of this then failed to let me know the vehicle had returned and had a blow up that day and left the company...

The customer called in a few days later... I did explain to him that i had no idea his car was here and i would get on it right away... spoke with him and got further explanation of the problem the vehicle is having... I informed him that i would be on it right away and make sure it is looked after...

 I drove the vehicle again with these instructions and felt the issue that the customer had been experiencing and i brought the vehicle back to the technician for further diagnostics, i did have to get it revved right up to the VERY TOP of the RPM range which i would NEVER do without the customer informing me that is when it happens... the technician has narrowed it down to the wastegate solenoid is actuating, but the pod and valve itself that are part of the turbo system is not moving as it should to open the valve and release pressure... vacuum pump was put on the pod itself and it is not holding vacuum or actuating as it should ... resulting in the vehicle needing a turbo.

I then called the customer back and let him know about the issue, no charge for diagnostics... the customer was obviously frustrated. I opted to help the customer by giving him these options... I put a used turbo system in at no charge to him, he could put an OEM copy turbo in at 5-600$ his cost part only, or he could upgrade to the "corksport" turbo system at a rough cost of 14-1600 dollars his cost part only I would take care of the labour... this was right before Christmas break (dec 23/24), and the cust stated he would get back to me when he has the answer of how he would like to proceed after the new year.

The customer called back Jan 2 2024 and we went over all of the options again, the cust then informed he he would be calling me back in 24 hrs to let me know what to do... 

The customer then called back Jan 3rd and advised he will not be spending any more money on this issue, and opted to go for used... 

I have my parts team sourcing and ordering a Turbo and i advised customer i would email him back later today