ComplaintsforA & F Auto SVC LLC

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fate of Occurance/when problem started: 11/15/23. Cost of oil Change: $45.00 Product: Oil Change Further damage of car due to inefficient oil change. Attempted to do a resolution with the company, to no success. Estimate forthcoming from Parks for what appears to be a new engine required.

  Business response

  12/07/2023

  12/07/23
  
  We are responding to this complaint we just received in the mail today 12/7/23. We are aware of Mr.***** and his complaint and this is our respose. 
  Mr.***** came in for the first time around 10a.m. on 11/15/23 asking for an oil change. We bring Mr.***** vehicle inside the shop and are aware of a noise coming from the engine. We did a general check and informed Mr.***** right away prior to the oil change that his water pump was damaged and informed him that it needs repairs asap. He said he understood but that he did not have sufficient funds to do that kind of repairs at the moment but to proceed with the oil change. He also informed us of a noise by the wheel which he thought was a wheel bearing but after inspecting it we made him aware that he needed brakes as they were already rubing metal on metal. He also stated that he didnt have enough for that either at the moment. We informed him vehicle not safe to drive in those circumstances but he claimed he had to work. We did the oil change started the vehicle with no issues or leaks before handing it to the customer. 
  Customer called the shop 3hours later the same day and informed us of an oil leak and we asked for the address and we picked up the vehicle right away with our tow truck. The vehicle was not able to move after noting that there was fluid missing as those vehicle have a factory design to shut off once it is detected of having low oil. At the location of pick up we checked the vehicle detected the oil leak and checked the fluid levels and it was missing 1quart of fluid. The fluid leaked all in one spot as the vehicle would not drive without enough oil in engine as already mentioned due to the way the vehicle is designed. 
  We bought the vehicle to the shop we repaired the vehicle in front of the customer so he was aware of everything that was going on. Again there we mentioned the water pump to the customer and informed him of the imprtance of having to get it repaired right away. After the repairs was done we insured the customer that vehicle was ready with no leaks. 
  On 11/17/23 we get a phone call of a man in a rude tone of voice and demanding repairs be done to Mr.***** vehicle blaming us of the vehicle damages. The man spoke to the shops manager and the shops owner both trying to explain the situation to the man which we didnt know who he was at the time but he would not let us get a word in and we asked to have the vehicle owner call us. We then called Mr.***** and try to understand what was going on with his vehicle but he mentioned that his step son was more knowledgable about the vehicle and to speak to him. After we spoke to Mr.***** his son Romant he stated is his name came to the shop with an agressive demeanor and demanding we do repairs on Mr.***** vehicle. And this was a man that we had never seen before and he was explaining that he was a DOT inspector and that he knows what hes talking about. But he wouldnt allow us to inform him of the situtation or speak because all he was doing was blaming us of the vehicles issues. 
  After discussing with the son we decide to go check the vehicle where it was parked and see for ourselves what was going on. Prior to taking the vehicle we took pictures of it where it was parked and also of the antifreeze leaks that it had at the parked location. While we there we were trying to explain to the son about the water pump and he was not trying to hear any of it and he insisted that, that was not the problem. He was not letting us speak and hostile and then the police were called and we waited for the police to arrive. In front of the police we repeated to him that we informed Mr.***** about the water pump and Mr.***** agreed that he knew about it and his son yelled at him saying that hes incriminating himself for agreeing.
  We just decided to talk to Mr.***** as he is the vehicle owner and we discussed what the next step would be and do an estimate on the vehicle and we even told him that we would help him with repairs as he mentioned that he didnt have much money. So we take the vehicle in our tow truck back to our shop to see about the repairs. Mr.***** wanted us to wait for him at the shop he said he would be there in about 45mins but he didnt show up. Mr.***** calls the shop the next morning on 11/18/23 in a very happy tone he states "I have good news, the insurance said the car is a total loss and they going to pick it up". We wanted him to just confirm and stop by the shop and give him the key. He calls back 5mins later with a different tone and said his son will pick up the keys he has to go to work. He stated the insurance will be by to pick up the vehicle to which we were confused as to our knowlegde the insurance company does not pick up vehicles total loss at shops during the weekends. But we did as he wanted and parked the vehicle on the street and handed the keys to his son.  The vehicle was not picked up until 3 days later on a flatbed. The driver turned the car on and drove it on to the tow truck. Since that day we have not heard back from Mr.***** until today that we received this letter.

  
  This is how we respond to this situation.

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