Entwistle's Garage, Inc.

I had my car towed to [redacted]'s for repairs. The repairs were done incorrectly, the billing was wrong, and my car received additional damage.On December 26, 2013 my 1999 Nissan Maxima sustained damage from a 1 vehicle accident in Leicester, MA. I called [redacted]'s Garage located at [redacted], MA for a tow. The tow truck driver, Lou was immediately rude to me and continually asked me if I had enough money for the tow and informed that it was not going to be cheap. While driving to my house the tow truck driver told me that [redacted]'s could likely repair my vehicle, which would likely be totaled, for a reasonable price. I met with [redacted], the owner, and discussed the repairs with him. Mr. [redacted] called me in a few days with an estimate, I agreed to the cost and started on my way to his shop to pay a deposit. Upon arriving at the shop, my car was already on the lift and taken apart. We went over the necessary repairs as well as the cost and I gave Mr. [redacted] specific instructions in regards to aftermarket wires and switches that he were to call me about if they needed to be disconnected. Mr. [redacted] forgot to appraise the cost of replacing the front new seatbelts, as well as an additional part that was needed for the car, this drove my estimate up to $2573.83. I paid $1000 deposit on the work, and I felt obligated to since my car was already dissembled on Mr. Entwistles lift. Mr. [redacted] stated that it would take roughly a week for repairs. Two weeks went by and I finally got through to the garage to get the status of my car. At this time Mr. [redacted] tried to sell me additional repair services, I refused and agreed to meet to pick up my car on January 16, 2014. Upon receiving my car I noticed some problems immediately. The replacement air bag was spray painted to match the car, despite paying top dollar for it, the cruise control toggle switches located on the steering wheel were missing bolts, the replacement seat belts rewound slowly, and a the seat belt adjustment device on the front right belt was broken. I notified Mr. [redacted] of the problems. He stated that they had painted the air bag but had done it the "correct way", he had his mechanic replace the missing bolts, and he said the belts may need to be greased inside. I overheard Mr. [redacted] talking to his cashier about the broken adjustment device and he is quoted as saying that his mechanic accidentally busted it off and to call the auto salvage yard and see if they would give me the part, if they wouldn't he instructed his cashier to tell me it would take a few hours worth of labor to fix the issue in hopes of discouraging me from having them repair it. In the coming days I found many more issues. The cruise control switch box was cracked from over tightening of the screw, my right rear door was dented, a seat belt guide was not installed, my emergency light wiring was disconnected from its switches, I found a bolt floating around in void space behind my live drivers side airbag, the glove box was not re-installed correctly, the center console mounts were stripped, the center console was not installed correctly, the vehicle was not aligned despite me having paid for an alignment and pulls hard to the right, the windshield washer reservoir was never noted to be broken and never repaired, pieces of trim are chipped from removal, I asked the cashier to deduct the $66 dollar charge for a replacement tire because the garage had used my original tire, Mr. [redacted] approved this but the cashier merely deducted $6 dollars plus the difference in tax, additional bolts were found on the floor of the vehicle, and the vehicle smelled of spray paint for months after the repair. Additionally, the spray paint on the driver air bag is now chipping and peeling.Desired SettlementI am seeking a settlement of $1000, which is roughly 39% of the total cost of the repair. I have documented almost every issue with my vehicle with either images or witnesses, or both. Mr. [redacted]'s garage used less than adequate replacement parts despite having ideal replacement parts readily available in the area. For example, a search of a local auto salvage company revealed 6 matching driver side airbags that were the same color as the interior of my vehicle, yet Mr. [redacted] used a different auto salvage company, got a non-matching airbag, and spray painted it, all while charging a price mark up of anywhere from XXX-XXX% on parts. I am seeking to be reimbursed for the work that I personally had to do to bring the interior of my car back up to par, and I am valuing my labor at the same rate Mr. [redacted] values his mechanic's labor, since his mechanic could not get the job done despite being paid top dollar. Additionally, the cost of a new salvaged driver side airbag and seat belt adjuster has been factored into this settlement. Additionally, the cost of a new alignment and dent repair on my door has been factored into this settlement.The $60 charge for a tire that I never needed or received is also included in this settlement. The tow truck driver was rude and unprofessional, and the garage failed to honor my request of covering my window which I believed was broken. The reason that I am not seeking a total and complete refund from [redacted]'s Garage is because mechanically, the car was repaired perfectly and totally, it is sad that the same care was not taken inside the vehicle. Again, all issues and damage are documented via photos, witnesses, or both. A much more detailed account of this entire transaction and repair is available in Word document format, as it is too large for the 4000 character limit allowed by this online form. Overall I feel that $1000 (One Thousand U.S. Dollars) is a fair settlement, as [redacted]'s still gets to keep $1573.83, or roughly 60% of the amount charged to me for less than adequate repairs. Thank you.Business Response [redacted]'s Garage warranties all of their workmanship, an appointment of look at Mr. [redacted]'s vehicle and rectify any problems has been made for Friday August 29, 2014.

Inferior quality assurance and checking, parts not put back together, missing bolts and leaks.My car was towed to Entwisles Garage after my Wife called and was told by [redacted] they could fix the timing chain (that had been diagnosed by a local shop). and gaurenteed it would run better than it did. AAA towed it to Entwistle garage, I agreed to another pre-diagnosis becuase they said they would like to find out why the timing chain broke because it may have something else. [redacted] later they said it was the timing chain and components and it would cost [redacted] They put the timing chain on and called me back saying there was no compression from cylinder 3 and I needed a new cylinder and head set, it would cost [redacted]I got the car back and it had a ticking noise, I was told it was the lifters and the noise would stop after it worked itself in. When I took it from the garage, after having paind a bit over [redacted] dollars, it was leaking oil and making more ticking noises and it got louder.I checked under the hood, and the oil cylyinder tube which holds the dip stick was not bolted to the engine and was flopping around and the hoses were were near the fan and not clampped into there areas. My wife and kids use this as their daily vehicle and the mechanic certainly did not quality check his work.I drove back and [redacted], another mechanic bolted the dip stick tube back to the engine and said, " the bolt must have fallen out". You should be all set, this should have fixed the problem".It was still leakiing oil, I called again and told [redacted] the receptionist, how it was still leaking and I was told to bring it in and they would put it on the lift. They put it on the lift and said it had a bad seal and it was covered because it was something they did.After the new seal was put on, I still heard the ticking noise and the mechanic said it was a fuel injector and not to worry.I got home and it was leaking again, I brought it back to Entwistles and [redacted] said it wasn't leaking but it was all wet underneath from rain, he gave me 2 quarts of oil and said to drive without reving the engine to high. It wasn't accelerating either until I hit high RPM's so he suggested a transmission flush should be done.I had the transmission flush done and there was no difference in the acceleration or shift timing of gears, the cars ran aweful.I called back again and let them know I went through 5 quarts of oil in 300 miles. Finally I went back on the [redacted] of [redacted] and the mechanic [redacted], took the car for a test drive again and said they needed to break it apart because it could be a timing chain tensionor and the cause of the leak was a plug that popped out. I asked about the compression being too much to have that happen and [redacted] said I needed to get the car back to make sure they could diagnose it again.I will not go back, they should have trouble shooted and quality checked their work, some of this could have been avoided a long time ago. I want a refund for the transmission flush, the rest of the work is a wash.Desired SettlementI am seeking a settlement for the transmission flush [redacted] which did nothing and was not necessary for the improvement of the issue it was there for and [redacted] in labor cost, totaling [redacted]I am also seeking ** dollars for the right front splash shield that was not placed back on the vehicle. [redacted] dollars.Business Response The manager has tried to contact Mr. [redacted] concerning this complaint, we received a text from him stating that his brother came and made an adjustment to his timing chain and that resolved the noise he was hearing. We had told him that and made an appointment to do this but Mr, [redacted] never returned for us to do this work. All the work we do is warrantied 36 months or 36,000 miles but you need to bring the vehicle back so that we can see if it is indeed related to our work. Mr. [redacted] has not provided any paper work substantiating that there is something faulty with our work and that it cost him to find and rectify these problems so a request for a refund of [redacted] is an unrealistic request at this time. We have the splash shield here awaiting the installation on his vehicle. It was noted on the vehicle inspection report that the transmission fluid was very dirty and should be flushed so when he was having shifting problems we advised to begin first with a transmission flush. Since the shifing problem seems to have been from the need to tighten his timing chain we will gladly refund the cost of the flush plus the [redacted] for the shield he purchased totaling [redacted] Consumer Response After waiting and never hearing back from Entwistles garage, only to hear from them after Revdex.com is involved, [redacted] stated he would refund [redacted] to the Revdex.com. I have yet to hear from [redacted] about a refund. This to me is unacceptable and poor custumer service. To avoid litigation, I will settle for [redacted] no less or I will hire an attorney. I was told by [redacted] and [redacted] on 2 occasions, the vehicle was OK for my wife and children to drive to Maryland. This bothers me, putting the lives of my family in the trusted work of an advertised business. Over [redacted] later, they still couldn't diagnose the problem. I will not negotiate, nor will I attempt to call [redacted], I am hoping he honors this. I will gladly accept the payment in form of a check made out to myself, [redacted]. He has my address and phone number on file.Final Business Response I have a call and a text in to Mr. [redacted] so that we may speak directly. Also Mr. [redacted] has written a very bad review on Yelp using a different last name, this would need to be retracted before we will come to any type of settlement.

Inferior quality assurance and checking, parts not put back together, missing bolts and leaks.My car was towed to Entwisles Garage after my Wife called and was told by [redacted] they could fix the timing chain (that had been diagnosed by a local shop). and gaurenteed it would run better than it did. AAA towed it to Entwistle garage, I agreed to another pre-diagnosis becuase they said they would like to find out why the timing chain broke because it may have something else. [redacted] later they said it was the timing chain and components and it would cost [redacted] They put the timing chain on and called me back saying there was no compression from cylinder 3 and I needed a new cylinder and head set, it would cost [redacted]I got the car back and it had a ticking noise, I was told it was the lifters and the noise would stop after it worked itself in. When I took it from the garage, after having paind a bit over [redacted] dollars, it was leaking oil and making more ticking noises and it got louder.I checked under the hood, and the oil cylyinder tube which holds the dip stick was not bolted to the engine and was flopping around and the hoses were were near the fan and not clampped into there areas. My wife and kids use this as their daily vehicle and the mechanic certainly did not quality check his work.I drove back and [redacted], another mechanic bolted the dip stick tube back to the engine and said, " the bolt must have fallen out". You should be all set, this should have fixed the problem".It was still leakiing oil, I called again and told [redacted] the receptionist, how it was still leaking and I was told to bring it in and they would put it on the lift. They put it on the lift and said it had a bad seal and it was covered because it was something they did.After the new seal was put on, I still heard the ticking noise and the mechanic said it was a fuel injector and not to worry.I got home and it was leaking again, I brought it back to Entwistles and [redacted] said it wasn't leaking but it was all wet underneath from rain, he gave me 2 quarts of oil and said to drive without reving the engine to high. It wasn't accelerating either until I hit high RPM's so he suggested a transmission flush should be done.I had the transmission flush done and there was no difference in the acceleration or shift timing of gears, the cars ran aweful.I called back again and let them know I went through 5 quarts of oil in 300 miles. Finally I went back on the [redacted] of [redacted] and the mechanic [redacted], took the car for a test drive again and said they needed to break it apart because it could be a timing chain tensionor and the cause of the leak was a plug that popped out. I asked about the compression being too much to have that happen and [redacted] said I needed to get the car back to make sure they could diagnose it again.I will not go back, they should have trouble shooted and quality checked their work, some of this could have been avoided a long time ago. I want a refund for the transmission flush, the rest of the work is a wash.Desired SettlementI am seeking a settlement for the transmission flush [redacted] which did nothing and was not necessary for the improvement of the issue it was there for and [redacted] in labor cost, totaling [redacted]I am also seeking ** dollars for the right front splash shield that was not placed back on the vehicle. [redacted] dollars.Business Response The manager has tried to contact Mr. [redacted] concerning this complaint, we received a text from him stating that his brother came and made an adjustment to his timing chain and that resolved the noise he was hearing. We had told him that and made an appointment to do this but Mr, [redacted] never returned for us to do this work. All the work we do is warrantied 36 months or 36,000 miles but you need to bring the vehicle back so that we can see if it is indeed related to our work. Mr. [redacted] has not provided any paper work substantiating that there is something faulty with our work and that it cost him to find and rectify these problems so a request for a refund of [redacted] is an unrealistic request at this time. We have the splash shield here awaiting the installation on his vehicle. It was noted on the vehicle inspection report that the transmission fluid was very dirty and should be flushed so when he was having shifting problems we advised to begin first with a transmission flush. Since the shifing problem seems to have been from the need to tighten his timing chain we will gladly refund the cost of the flush plus the [redacted] for the shield he purchased totaling [redacted] Consumer Response After waiting and never hearing back from Entwistles garage, only to hear from them after Revdex.com is involved, [redacted] stated he would refund [redacted] to the Revdex.com. I have yet to hear from [redacted] about a refund. This to me is unacceptable and poor custumer service. To avoid litigation, I will settle for [redacted] no less or I will hire an attorney. I was told by [redacted] and [redacted] on 2 occasions, the vehicle was OK for my wife and children to drive to Maryland. This bothers me, putting the lives of my family in the trusted work of an advertised business. Over [redacted] later, they still couldn't diagnose the problem. I will not negotiate, nor will I attempt to call [redacted], I am hoping he honors this. I will gladly accept the payment in form of a check made out to myself, [redacted]. He has my address and phone number on file.Final Business Response I have a call and a text in to Mr. [redacted] so that we may speak directly. Also Mr. [redacted] has written a very bad review on Yelp using a different last name, this would need to be retracted before we will come to any type of settlement.

Complaint 4 days later after purch. 4 new tires I had a FLAT. [redacted] said this flat was NOT A NEW TIRE. Also failed to return my spare tire/car towed/$$In addition to charging more than the estimate (and giving me an attitude). I purchased the 4 new tires. 4 days later I got a flat on Rt. 20 (tire came off rim) it may not have been put on correctly. [redacted] said that the flat tire was not a new tire as I was told by [redacted]. [redacted]'s also failed to return my spare tire (which they had put on my car when I had called for road-side-assistance on 10/15). Because I didn't have the spare, my car had to be towed at my expense. I believe [redacted] owes me a refund for undisclosed charges, 4 NEW tires, the replacement of my spare, reimbursement for the tow and additional money for not having a car for 3 days.Desired SettlementI am expecting a refund of additional money that was not quoted. Refund for towing charges.Cost of 3 days without a car.3 hours stranded on Rt. 20.

Complaint 4 days later after purch. 4 new tires I had a FLAT. [redacted] said this flat was NOT A NEW TIRE. Also failed to return my spare tire/car towed/$$In addition to charging more than the estimate (and giving me an attitude). I purchased the 4 new tires. 4 days later I got a flat on Rt. 20 (tire came off rim) it may not have been put on correctly. [redacted] said that the flat tire was not a new tire as I was told by [redacted]. [redacted]'s also failed to return my spare tire (which they had put on my car when I had called for road-side-assistance on 10/15). Because I didn't have the spare, my car had to be towed at my expense. I believe [redacted] owes me a refund for undisclosed charges, 4 NEW tires, the replacement of my spare, reimbursement for the tow and additional money for not having a car for 3 days.Desired SettlementI am expecting a refund of additional money that was not quoted. Refund for towing charges.Cost of 3 days without a car.3 hours stranded on Rt. 20.