ComplaintsforKerr Car Care

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very dissatisfied with service, gave us a quote to fix car and send engine down to a machine shop to see what needed to be fixed or replaced and from there we could decide if it was worth doing or not. We didn't get a call back for weeks and when we did we were told there was a crack in engine from Piston and had to see about a quote for a used engine and they would call us back next day and they never called. Almost 2 weeks later they call us back and say they found an engine but it will be 2 thousand more on top of **** that was paid out in advance from original quote. Now we were told if we didn't want to do it we could get $ back but when I call next day after doing numbers and let them know we don't want it because way too much they say out of **** and NO REPAIRS whatsoever I only get 900 bucks back. RIP OFF! Wouldn't recommend this place to ANYONE! This is bad business here and we would have never paid a **** in advance if we knew we couldn't get the money back. I even clarified with the lady multiple times when i paid if it didn't work out or turned into too much more than original quote I could get money back that I paid for deposit and she said yes. No repairs were made whatsoever and my car has been with them for weeks, horrible service, no calls back when promised and I had to track down answers myself because no one called back. Then today she tells me that I paid deposit for work and only get some of $ back and not what she originally told us.

  Business response

  06/09/2022

  

  Customer response

  06/09/2022

   
  Complaint: 17222200
  
  I am rejecting this response because we were told we would get the deposit back of **** if we decided to not get repairs done and then it was changed when we decided to not get repairs done through them. The quote they gave me never stated the **** would be kept nor was there a conversation about the money not being returned, in fact she stated if we decided we didn't want to do it they would return my deposit which was **** not 1200.
  ************************************************

  Business response

  06/17/2022

  A shortened repeat of first response with additional information

   

  The customer had her vehicle towed in because it had died while driving.

   

  When the vehicle was inspected, the timing belt had broke

   

  A **** Audi All Road Quattro has an interference engine - this was explained in detail to the customer so they would know why the cylinder head would need to be removed and sent to a machine shop to have the head pressure tested, inspected for cracks or damage and to have the bent valves replaced.

   

  While customer was still in the office,  I wrote up the estimate for the repair.  

   

  At that time, we, the customer and I, looked up the ***** Blue Book value of the vehicle to see if it would be worth fixing. The customer at that time decided not to do the repairs and would have it towed away.  

   

  There was no charge for vehicle inspection.

   

  A few days later, customer came in and stated she wanted to go ahead and repair vehicle.  Though we do not require a deposit on this type of repair, the customer chose to do so and also chose how much.

   

  The repair of vehicle was started at that time.

   

  To have the internal engine damage that was found is not common.  

   

  Since this is not a common occurrence a refund of monies, in any amount, would not have been discussed.

   

  In our 40 years of experience and 1000's of interference engines repaired we have only come across this twice.

   

  *****' ****

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