ComplaintsforImport Doctors, Inc.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car into Import Doctors in September of this month due to an overheating problem. I told them my car had been overheating. They changed my radiator hose assembly, fuel pump, and performed a tune up. When I got my car back it still had an overheating problem, and it was clearly not fixed. I contacted them, and they refused to acknowledge that they did not fix my car, and wouldn't look at it without me paying more money. I looked on my ****, and one part of the tune up was replacing the coolant, upon further inspection there was no coolant in my radiator. They were the cause of my overheating problem. Furthermore, they charged me $250 for a "no start" car. My car was, in fact, starting just fine. It just shouldn't be driven as it would start to overhead. I called and asked them about this, and they stated that I never told them about an overheating problem, and called me a liar. It was the whole reason for me bringing my car into their shop. Upon more review of my **** I noticed they charged me $250 to change my spark plugs. This was not a part of my quote, and am appalled they would even think of charging someone that amount of money to change spark plugs. My total **** was $1,449.03. They over charged me a fair amount for not completing the work that they said on my invoice. If I wouldn't have found out the problem when I did their mistake would have cost me, at the least, a radiator. They have refused to acknowledge the fact that they didn't fix my car, and have flat our refused to help with said situation.I am seeking a billing adjustment, and not a finish job claim, because I had to do the work they stated they did, and am angry they charged me for a false claim.

  Business response

  01/07/2022

  Tell us why here...The Import Doctors
  *************************************************
  ************
  
  December 31,2021
  
  RE: Claim #********  12/23/21
  
  The customer dropped off his **** ****** Outback , in our early bird drop box on August 28th.  He had no appointment, so we worked his vehicle into our  schedule as soon as we could.  The envelope stated Looks like a hose is spraying coolant.  On September 7th, the vehicle would not start for the technician to drive it into the shop for the diagnoses. It had to be pushed in.  Once in the shop it was diagnosed with a bad lower radiator hose causing the loss of coolant.  An estimate was given and the repair was authorized by The customer. The reason the vehicle would not start was diagnosed as a bad fuel pump.  An estimate was given and authorized by the customer to go ahead with the repair.  The customer also given an estimate on a tune up, and he authorized that to be performed as well.  An estimate was given to the customer before any service and repair for his authorization.  We do not do work without authorization. 
  All of the work authorized by the customer was completed with a follow up test drive by the technician to be sure all was good. No coolant leak was found after the repair and everything was fine.
  The $250.00 no start the customer is referring to is the diagnose and labor to replace the fuel pump which he had authorized. 
  The customer was quoted $325 plus tax for replacing spark plugs which he also authorized.  Other shops range from $350.00 to the dealer being $580.00 plus tax for the same service.
  We guarantee repairs for 12 months or ****** miles.   We did offer to have the customer come in to check his vehicle at no cost to him. We did not refuse to look at the vehicle. We guarantee the work we did and if it was a failure of the work we did, it would be fixed under warranty within the warranty period.  If it was something other than what work we did, then there would be an estimate given for what was needed.  This was explained to the customer when he called in the second week of December about 4 months after the initial repair to express his concern.
  Since we have not seen the vehicle since the completion of the repairs which was Sept 8,2021, we are not aware of what other repairs the vehicle had since then.

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