ComplaintsforMalone Diesel

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Malone diesel did work that was not authorized. I was never given a proper diagnosis, I was overcharged for Labor and parts. I got a second opinion that was $2000 cheaper. Either pay or lose my vehicle I contacted Malone Diesel to help me with diagnosis and was told to drop it off and they’d check it out for me. Upon dropping it off, they had me fill out the symptoms it was having on a form. Then was told they’d be in touch with me once they found something out… Following Monday went by without hearing anything, so I called towards end of day and was told they just pulled it in that they’d call me tomorrow. Tuesday, called and was told they still didn’t have a diagnosis for me, and they were going to have their electrical guy look at it, and they’d call me back. Wednesday after not receiving a phone call, i began to worry about the time it was taking them to come up with a diagnosis and was going to have them cease work, so I called and brought it up to the shop manager my concerns, and was told that “they only charge a flat rate for a diagnosis” and “I don’t have to pay them for their education” and was assured that I wasn’t gonna be stuck with a huge bill for a diagnosis. So agreed to let them continue. Thursday had a conversation with the shop manager and was told that they had rerouted the Fuel system and still didn’t have a diagnosis. And then call us as soon as they found something out. Friday morning I called Malone diesel around 11:00 AM they said they still didn’t have a diagnosis and that it was probably gonna take a little bit longer to figure out the problem. Friday at 5:00 PM Malone called me and said my truck is finished and I can come pick it up. Without a diagnosis they told me my truck was going to cost me $3000 and it was finished. After I heard that I was pretty upset That they fix the truck without giving me an estimate on the cost or diagnosis leaving me no option but to pay

  Business response

  06/13/2022

  Mr. ****** called for advice. I explained that we did not repair vehicles over the phone, but he was more than welcome to bring in the truck and we could look at it in person for him. I explained that we had about 2 to 3 weeks’ worth of work in front of him, but we would try to work him in since he was trying to get out of town. We were doing as discussed and tried to work him in. His complaint was that the truck had a surging issue. He had changed fuel filters and the fuel pressure regulator. We found that there were several patch jobs on the wiring for several sensors. I explained that those wiring issues needed to be corrected before we could make any proper diagnosis and Mr. ****** did approve for that to be done. We did not discuss price because it is difficult to estimate electrical issues and he did not ask how much those wiring repairs were going to be. We had to replace the fuel rail pressure sensor connector and the fuel pressure regulator connector because they were beyond repair. We then found the fuel rail pressure sensor was bad and the fuel pressure relief valve that had been installed was the incorrect part. I spoke with the customer again and explained these things. He expressed concern about the time we were spending on the truck. I informed him that while we did have several hours of labor invested that we would not be charging him for any more than the time required to replace the connectors and sensors. Once we replaced these items and had the truck running, we found a leak in the radiator. When I informed Mr. ******, he again approved that repair. The large bill that we discussed was regarding the time we were spending chasing the electrical problems and I did tell him that he would not be charged for that time. When all was said and done, we had over 18 hours of diagnostic time in the truck that we did not charge to Mr. ******. We did not charge for a diagnosis at all. Mr. ****** did not get stuck with a huge bill for a diagnosis. He paid the bill for the parts and labor that he had approved along the way. At no time when I was explaining what needed to be repaired did, he say stop the repairs or that he would come get it. As we did speak several times throughout the repair, I do not see how Mr. ****** feels he did not get a diagnosis.

  Customer response

  06/15/2022

  Complaint: 17289091
  
  I am rejecting this response because:
  I was not given a choice to approve $3,000 worth of repairs. Friday morning at approximately 11:00 am I called and they still didn’t have a diagnosis. But got a call at 5:00pm same day and truck was finished. And was over charged labor rates that the book calls for .7 hrs to replace and was charged 3.0 hrs. Truck ran fine the way it was set up before bringing to Malone for diagnosis. Don’t understand why truck was running fine on wrong parts??? I have invoice of everything I wrote was wrong with truck. I never gave permission to repair anything- especially without a estimate! When I picked my truck up, they tried having me sign a disclaimer that says: replaced parts may be requested by customer. I hearby authorize the above repair work to be done done along with all necessary materials. You and your employees may operate the above vehicle for the purposes of testing, inspection or delivery at my risk. And express mechanic lean acknowledged on the above vehicle to secure the amount of repairs there to. The shop will not be held responsible for loss or damage to vehicle or articles left in vehicle in case of fire, theft, accidents or any other cause beyond their control. In the event legal action is necessary to enforce this contract, I understand I am solely responsible for all costs including attorneys fee’s and court costs. I have read the above and acknowledge receipt of an estimate.

  they tried to get me to sign this jargon because they know no estimate was ever given to me or discussed. Why would I have to sign this disclaimer on my invoice?

  I never agreed to $3,000 worth of repairs. I never authorized them to fix the radiator, I would like them to produce the estimate that I signed and agreed to. Until then, I will have to take legal action if they don’t fell they did anything wrong. Plus, I found oem parts at a fraction of the price I was charged and I have a second opinion from another shop that is $2,000 cheaper then they charged me. I will on the other hand be willing to pay $1,500 for the work they did, but not $3,000. If they are willing to go that route, I’d be willing to stop everything and call it even. If not, I’ll send my letter of intent to sue within 10 business days as I have begun preparing my case for proceedings

  
  Regards,
  
  ***** ******

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