Jackson's Automotive

[redacted] came in, by appointment, with her 2001 [redacted], on 8/22/13. At this time, we did Emissions Test & State Inspection. For State Inspection, she needed a tie rod end replaced. We also re-synched the wipers, they wouldn't park in the down position. She also wanted us to check...

her driver's door power window which wasn't working. We replaced the motor & regulator with after-market parts from the parts store. We had to improvise to anchor the motor since the plastic shroud that it should be attached to was broken. (the plastic part not sold at after-market parts stores & only sold at dealer as a whole assembly) We told her we would look for that part at the junk yards. (every time we locate one used, turns out they are broken also) At completion of this work, everything worked fine. The charge of the window job was $178.39. The charge for the wipers was $31.80. 
This is the only invoice, billing her for these jobs. All other invoices in her history are for other jobs, none of which are related to these jobs. 
From this point on, I don't have exact dates because we have not billed her anything more for these jobs. 
She came back, several days later, without an appointment, saying the window quit working again. We ordered in another motor & regulator. She came back for us to swap them out. When we removed the motor, found it was totally destroyed to the point that the 'guts' of the motor were exposed. Not a common occurrence. We assumed this was a defective part. This time, once it was back together, we found that when you put the window down, the motor didn't stop running. The switch is automatic, hit it once & let go and the window goes all the way down. If you want to stop it in between, you have to hit the button again. We got a new switch but it didn't fix that. (she may still have the new switch in her vehicle, we can't remember if we put the old one back in) Told her until we can figure out what is happening & why, she would have to stop the window when ever she used it. 
She came back again, don't know how long after but longer that the first time. And, again without an appointment. Window was not working again. Found the motor in the same condition. Got a different brand motor from another parts store. Told her again, if she was going to use the window, she would have to stop it herself! 
We still don't know why it won't stop other than she will need the whole assembly from the dealer (cost for that is $832.35 + labor + tax) We have also checked more junk yards to no avail, if they have one, it's broken. 
The last time she came in, she couldn't open her driver's door. We found that she had pulled the door panel loose. There is a bolt that holds the arm rest/door pull to the door frame. She had pulled that bolt out and continued to use the door, which started breaking the clips that hold the door panel to the door. This caused the panel to slip out of place and she slammed the door closed and it jammed. Since, once again, she just showed up with out an appointment, we got the door open. We removed the door panel since there weren't any clips left intact to hold the panel in place. We have to get those clips from the dealer. She didn't want to leave it, said she needed to drive it. We left the door switch attached so she could use the window. (apparently her A/C doesn't work nor does her other windows - none of which she ever asked us to fix) We have ordered the clips. They only had a few on hand, had to order the rest. 14 are needed. 
So, since she is the one who insisted on taking her vehicle and she is the one who broke the door panel and continued to slam the door shut till it jammed, we don't feel the need to reimburse her for her clothing. . 
The window was still working at that time but I don't think it was stopping once down. (that is the noise she referred to, the motor continuing to run after the window is down) Since she referred to the noise, she apparently isn't stopping the window manually. 
We are more than happy to continue trying to make this right but that will probably mean that the whole inside assembly needs to be replaced. If there is another problem, it takes time to trace all the wiring associated with the window motor & switches. Even when she does make an appointment, she waits, she does not drop off the vehicle. This makes it difficult to complete this kind of problem in that limited time frame. 
She mentioned the wipers out of synch again. That's the first we heard that. She didn't tell us about it. It also means she will need the wiper transmission replaced to fix that. We can look for a used one (shouldn't be as hard to track that down) and we can deduct the $31.80 already charged on the wipers from this job. We don't, at this time, know what the cost of this job would be. Have to call the junk yards and price the part. 
The total she was charged for the window & wipers was $210.19. 
The clips needed to put the door panel back in place will cost $18.25. 
The bolt she pulled out goes into part of that plastic shroud. We may be able to attach it some other way?? 
And, unless we find a different problem, she'll need the whole door inside assembly for $882.29 (tax included, we'll waive the labor) 
If she agrees to any further work, it is expected to be paid in full, at time of service. 
Any further questions, don't hesitate to call. 
[redacted] & [redacted] Jackson 
Jackson's Automotive 
1112 Slate Hill Road 
Camp Hill, PA 17011

This customer did call us 7/9/14 to ask, if they had their car towed
in that day, could we look at it. Told us their was a problem with
the clutch. We told them yes, we could check it out to see what was
going on with it. They had it towed and we did check it out by the
end of...

that day. There definitely was a problem with the clutch,
something came apart inside the clutch assembly.
I'm guessing, at this point, they assumed that checking it out was
the same thing as doing the job. It is not. We always diagnose the
problem, then we give an estimate so the customer can  OK it or not,
then we proceed with the job if approved.
Following the diagnosis, there was a lapse in time preparing the
estimate due to how busy we are. When she called back on Friday,
7/11/14, I confirmed that yes, the clutch was the problem, that
something came apart inside and that it most likely would need the
clutch replaced. She complained that the clutch was only a year old
and shouldn't have gone bad that quickly. I agreed with her but
explained that it most likely wasn't a case that it was worn out,
but that something broke. But until we tore it apart to see inside,
we don't know exactly what was happening. I gave her the price of
the Clutch job. She asked when we would do that and I told her we
would be able to work it in our schedule for the following week. She
also asked if we could see why her 'Check Engine' light was on and
check it out for State Inspection. She wanted prices for all before
we proceeded. I told her as soon as we pushed the car inside so we
could get it up on the lift, we would check it for Inspection and then
let her know what all was required, if anything.
We got the car inside on 7/18/14. We disassembled the clutch, found
the center of the clutch disc flew apart,
damaging the disc as well as the sleeve on the nose of the
transmission. Scanned her car for the 'Check Engine' light - found
code for Oxygen Sensor. Checked the car for State Inspection -
needed rear brakes & left rear brake caliper. We already had
the new clutch there but a clutch set does not include the sleeve.
After-market parts store don't have that kind of part. We called
[redacted] for the part. They did not have it in stock,
would have to order it and wouldn't get it till Wednesday, 7/23/14.
I called the first phone number, which turn out to be the husband,
explained what was going on with the clutch and about having to
order the part and what it needed for Emissions & State
Inspection and gave him the price for all. He did ask a few
questions during the conversation but ended it by say it was OK to
do.
We proceeded to do the Oxygen Sensor & Brake job while waiting
for the sleeve to arrive.
On 7/23/14, the part came and it was not the correct part for this
car. It was a sleeve but it was way too big. We called the dealer
back. They weren't sure why it wasn't correct but said they were
going to 'over-night' 3 other parts to try to correct this error. On
7/24/14 they brought 2 more, both incorrect. They then took the old
part with them to try to match it up. I called the customer to tell
them what had happened. At the end of this conversation, she asked
what the total was for all the work (I guess her husband hadn't
passed on this info to her), I told her and she was shocked and
upset that her husband gave the OK. Later that afternoon they came
in to the garage and were now saying that they didn't approve the
other work and they didn't want it done. The husband said he never
told me to do it. I can only assume that either 1) I misunderstood
him, that when he said it was OK to do, I took it he meant all the
work since he didn't say it was OK to do just the clutch OR
2) He told his wife he didn't OK it since she was mad about that and
perhaps didn't want her mad at him. I don't know. Up to this point
they had been speaking directly to my husband, the owner. When the husband
said he didn't give the OK, I spoke up, since I was the one who was
talking to him on the phone and said that he did give the
OK. They started to argue so I shut up. She also didn't understand
why the whole clutch assembly needed replaced & not just that
part we were waiting on. We showed them the clutch we took out of
the car and how the center that broke loose damaged the clutch disc
as well as that sleeve. Then they went back to saying they didn't
want the extra work done, so my husband said fine, we'll put the old
parts back on. They ended the conversation by confirming the price
of the clutch job and they left. As for being rude....perhaps they
mistook our frustration as that. When he had commented on their car
backing up our work load, it was to point out that we wanted the car
done just as much as they did. Every hour that car sat in our bay
was an hour of lost $$ because we couldn't get something else in to
work on. Should we have been billing them hourly for all the time it
was in our bay?? Of course not, it wasn't their fault we couldn't
get the correct part and it was our fault. After they left, we went
looking to see if we had the old parts. Found the Oxygen sensor
& the left rear pads in our scrap pile. The Caliper was still
here waiting to be returned for a core. But we couldn't find the pads
for the right rear. The mechanic thinks he remembers throwing those
in the trash can, which had been emptied in the dumpster & our
trash had been picked up by this time. So we had to put new pads
back on that side.
The dealer called us on 7/25/14 to say, that once again, they
received the wrong part. Through out this ordering process, they had
asked if it was possible that the transmission had ever been
replaced. Explaining that that transmission was used in several
different cars, but the nose of the transmission may differ
depending on the application. I has asked the customer about that
during one of the many phone calls. She said no, she bought it brand
new and never had the transmission replaced. I also asked if she
still had a receipt for the clutch job from a year ago, just wanting
to be sure nothing was done at that time that we weren't aware of.
She told me to look in the glove box, it might be in there. Didn't
find that but did see her paper work from when she bought the car,
brand new. At this point, the dealer was stumped. They told us they
put a call into Korea, to the manufacturer, to see what they could
find out.
She keeps commenting that she had to keep calling us,
granted she did call us at times but once the wrong part thing
started, I call her each time to let her know what
was happening! She even joked with me during one call saying she bet
I was dreading making this phone call.
I called the dealer on Monday, 7/28/14, to see if they heard from
the manufacturer, they hadn't. I called her to let her know. I
called them on Tuesday, 7/29/14, talked to a different person, but
he was aware of what has been going on. He said he didn't think they
had heard back yet but would let me know or would have the original
guy call me back. On Wednesday, 7/30/14, the dealer showed up with
the correct part. Said they had ordered this from California. (I'm
guessing this was the 3rd part they had ordered earlier?? I don't
know for sure) Said they figured out that a whole batch got bagged
wrong, right part number, wrong part.
And her comment about the part 'magically' appearing all the way
from Korea.......I didn't tell they were getting a part from there.
I told her they were contacting the manufacturer in Korea to see if
they could help solve the mystery, which might end up with
them sending us the correct part.
I waited until I knew everything was OK with this part and it was
all back together & working properly, then I called her to tell
her the car was done. She was glad but said due to conflicting work
schedule with her husband they couldn't pick it up till the next
day. Then she goes on about it still needing to be Inspected,
commented on leaving it and getting that done too. And asked if we
would discount that work by not charging her any labor. I told her
we couldn't discount our already reasonable rates. And told her that
as for getting it back in to re-do the Inspection work, it would
probably be the following week till we could do that and I didn't
think she wanted to go another week without her car. She agreed.
To sum it up, I don't feel we owe her any kind of refund - we
charged her for the Clutch job, as quoted & approved by them.
We performed an Inspection - didn't charge her for that
We performed the 2 jobs it needed for Inspection, then removed &
reinstalled the old parts (which included a new part) after they
claimed to have not approved them - didn't charge her for that.
Not to mention the time I'm now spending typing this reply.
Then she wanted us to turn around & re-do those jobs, and give
her a discount!
She says the brakes didn't feel right, of course they don't - she
needs rear brakes & a caliper. After disrupting the position of
everything and then putting the old back on, it's not going to function the same as
when it came in. But they requested this.
She keeps saying that we lied to her. We have not lied! Feel free to
call [redacted], (###-###-#### select 6 from the menu for parts, then select 3 for [redacted]) they will tell you all about the problem we
encountered getting the correct part. The parts guy we talked to was
Brandon. We have the receipt for the brakes we had to purchase to
put her car back together.
If you have any other questions, please contact me.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I absolutely thought that Jackson's was going to attempt to fix the problem when they looked at it, I wasn't told any different when I spoke to them.  If that was not their intent then they should have told me that they were'nt going to be able to fix it until they had time.  At no point did they tell me that and that is why I kept calling to check on the progress, I was under the impression that they were working on it.  Maybe one out of the ten times that I called to see how things were going they should have told me that they weren't even working on it, maybe I would have stopped calling and checking.  During one conversation I even suggested getting my car towed out of their garage and taking it somewhere else because I felt like they promised me one thing and were doing something completely different.  As for fixing my breaks and oxygen sensor, I am absolutely sure that my husband did NOT give them permission. During one of my discussions with him, I had suggested having Jackson's fix everything so we can just get it all done at once and he was the one that said not to have them fix the breaks and the oxygen sensor because they were taking so long to fix the clutch and didn't want to chance them having the car any longer.  So no, he did not give them the ok and they need to double check with their customers before they start doing work their vehicles.  That is the reason why I was shocked and upset when she told me that they fixed it.  As for my breaks, they are ten times worse than they were when I got my car towed to their garage, I understand that they had to "disrupt" the position of everything but my car was unsafe when I pulled it out of their garage and again, it was NOT like that before and if they had listen correctly, we wouldnt have had this problem.  I took it to another garage the day after and had it out and fixed in less than a day, and they said they will "look" at it that day which apparently to them also meant getting it done.  If I am reading this correctly, Jackson's also recently Had a Revdex.com complaint not even 11 days before me.  It appears to me that just run their garage whichever way they want and make up excuses for their lousy behavior.  I never said that they lied about getting the wrong part, believe me I called the dealer and spoke with Brandon multiple times,I am saying they were untruthful about getting started on my car.  in their response they imply that I am wasting their time writing this, what about the time I wasted trying to contact them and what about all the money that I had to spent renting a car for over three weeks because they failed to tell me they were too busy to work on it.  I am not a business owner by any means but They obviously just don't care about their customers at all.  
Regards,
[redacted]

Review: July/August 2013 I took my 2001 [redacted] to Jackson's Automotive because the window on the drivers side would not go up; and, the windshield wipers when not in use or in use stayed up and not down; and, I also had my car inspected by them at this time. I have receipts and I have photos of the problems I am having; and, I have witnesses as well.After the repair the window would go down but if put completely down it sounded like a machine gun going off. The windshield wipers now went down when not in use, but when in use, went up and down from up instead of down position as it should. I took the car back and they tried to fix the window, but did not; and, this is when [redacted] Jackson began to tell me he had to order a part and he would phone me when it came in. I would wait weeks and then stop by and he would tell me the part had not come in yet; and, I would wait weeks and go back and he would tell me the same thing again. Also, when they last did have the panel off to look at the window, it was not put back properly and would pull out and I would push it back toward the door. Then screws fell out of the panel and the door kept falling off and I would put it back with one screw that was in the panel. A few months ago I needed other work, but then did not take it there because they had not done this work right.I went back a few weeks ago, and [redacted] said to bring the car in on June 3; but, when I got there he had told one of his workers that the part he had gotten was bad also, and he would have phoned me but he didn't have my number. I showed the worker the panel that kept coming off the door. The worker took the two screws (I have photos of them) and put one screw in to hold the door in place until [redacted] received the part. This did not hold. I took the car back and [redacted] put a longer screw in to hold the panel in place. Not only did it not hold, I could not open the door to get out. I went back a second time with this, on the 5th, and [redacted] took the panel off and told me he had toDesired Settlement: get clamps to hold it on. My clothes are being ruined because a tar type glue is all over the exposed door, and to open a window I have to reach to the floor for the part that hangs there. I don't believe he has any intention of fixing this, and he charged me close to $400 before. I want the work done right and I want him to pay for my damaged clothes. Another mechanic said he should not have left the panel off like that and he suggested I contact you. I can't afford to pay twice for work

Business

Response:

[redacted] came in, by appointment, with her 2001 [redacted], on 8/22/13. At this time, we did Emissions Test & State Inspection. For State Inspection, she needed a tie rod end replaced. We also re-synched the wipers, they wouldn't park in the down position. She also wanted us to check her driver's door power window which wasn't working. We replaced the motor & regulator with after-market parts from the parts store. We had to improvise to anchor the motor since the plastic shroud that it should be attached to was broken. (the plastic part not sold at after-market parts stores & only sold at dealer as a whole assembly) We told her we would look for that part at the junk yards. (every time we locate one used, turns out they are broken also) At completion of this work, everything worked fine. The charge of the window job was $178.39. The charge for the wipers was $31.80.

This is the only invoice, billing her for these jobs. All other invoices in her history are for other jobs, none of which are related to these jobs.

From this point on, I don't have exact dates because we have not billed her anything more for these jobs.

She came back, several days later, without an appointment, saying the window quit working again. We ordered in another motor & regulator. She came back for us to swap them out. When we removed the motor, found it was totally destroyed to the point that the 'guts' of the motor were exposed. Not a common occurrence. We assumed this was a defective part. This time, once it was back together, we found that when you put the window down, the motor didn't stop running. The switch is automatic, hit it once & let go and the window goes all the way down. If you want to stop it in between, you have to hit the button again. We got a new switch but it didn't fix that. (she may still have the new switch in her vehicle, we can't remember if we put the old one back in) Told her until we can figure out what is happening & why, she would have to stop the window when ever she used it.

She came back again, don't know how long after but longer that the first time. And, again without an appointment. Window was not working again. Found the motor in the same condition. Got a different brand motor from another parts store. Told her again, if she was going to use the window, she would have to stop it herself!

We still don't know why it won't stop other than she will need the whole assembly from the dealer (cost for that is $832.35 + labor + tax) We have also checked more junk yards to no avail, if they have one, it's broken.

The last time she came in, she couldn't open her driver's door. We found that she had pulled the door panel loose. There is a bolt that holds the arm rest/door pull to the door frame. She had pulled that bolt out and continued to use the door, which started breaking the clips that hold the door panel to the door. This caused the panel to slip out of place and she slammed the door closed and it jammed. Since, once again, she just showed up with out an appointment, we got the door open. We removed the door panel since there weren't any clips left intact to hold the panel in place. We have to get those clips from the dealer. She didn't want to leave it, said she needed to drive it. We left the door switch attached so she could use the window. (apparently her A/C doesn't work nor does her other windows - none of which she ever asked us to fix) We have ordered the clips. They only had a few on hand, had to order the rest. 14 are needed.

So, since she is the one who insisted on taking her vehicle and she is the one who broke the door panel and continued to slam the door shut till it jammed, we don't feel the need to reimburse her for her clothing. .

The window was still working at that time but I don't think it was stopping once down. (that is the noise she referred to, the motor continuing to run after the window is down) Since she referred to the noise, she apparently isn't stopping the window manually.

We are more than happy to continue trying to make this right but that will probably mean that the whole inside assembly needs to be replaced. If there is another problem, it takes time to trace all the wiring associated with the window motor & switches. Even when she does make an appointment, she waits, she does not drop off the vehicle. This makes it difficult to complete this kind of problem in that limited time frame.

She mentioned the wipers out of synch again. That's the first we heard that. She didn't tell us about it. It also means she will need the wiper transmission replaced to fix that. We can look for a used one (shouldn't be as hard to track that down) and we can deduct the $31.80 already charged on the wipers from this job. We don't, at this time, know what the cost of this job would be. Have to call the junk yards and price the part.

The total she was charged for the window & wipers was $210.19.

The clips needed to put the door panel back in place will cost $18.25.

The bolt she pulled out goes into part of that plastic shroud. We may be able to attach it some other way??

And, unless we find a different problem, she'll need the whole door inside assembly for $882.29 (tax included, we'll waive the labor)

If she agrees to any further work, it is expected to be paid in full, at time of service.

Any further questions, don't hesitate to call.

[redacted] & [redacted] Jackson

Jackson's Automotive

1112 Slate Hill Road

Camp Hill, PA 17011

Review: My car broke down on Tuesday 7/8/2014. My husband called Jackson's automotive on 7/9/2014 to check if they had an opening to get my vehicle towed to their shop. We were told by jackson's that they were able to look at it that day. I called back Friday 7/11/2014 to check on the status of my vehicle and we were told that the clutch was broken (which we knew because my clutch snapped as I was driving the day it broke down) and that he would have it fixed the following week. At that point, I asked if they can check to see what I needed to get my car inspected and he said he would let us know. I called on Monday the 14th and was told that they were busy and that the car would not be ready until Friday 7/18/2014. On Friday Jackson's called my husband and stated that they needed a "nose sleeve" for my transmission and they can only get this part from the dealer which they will receive the following Monday the 21st. They also stated that I needed a couple of small things fixed for my inspection and we told them to hold off and not do any repairs until my clutch is fixed. At this point, a week and a half later, leads me to believe that This was the first time my car has been looked at by a mechanic. We were told that they were going to look at it a week and a half ago but that was not the truth. Monday the 21st, I dont hear from the garage, I call Wednesday to check on the status and I was told that the dealer sent them the wrong again(by this time this was the 2nd time they received the wrong part) and that they can't do anything until they get the right part.. They stated that the dealer is going to overnight another part because they think the transmission was changed at one point. I told that I am the original owner of this car and it was bought brand new and the transmission was never changed. On Thursday the 24th we stopped by the garage to talk to the owner and he was completely rude, we were also notified that they had changed my breaks and my O2 sensor without our permission. When we told him we didnt give permission for these repairs, the front desk person said that we did and began to argue with us. At that point jackson said "i dont care ill take the breaks and the O2 sensor back out" and was extremely rude. We also asked told him that we were under the impression that they were going to look at it a week and a half ago and he stated it " I looked at it" implying he saw my car and not examined it. .I get a call on Friday the 25th stating that they received the wrong part again and that they will not hear anything back until the following Monday the 28th. I call the garage on Tuesday the 29th since yet again I didn't hear from them and I was told that the dealer has to contact Korea to get the right part and they do not know how long this can take. At this point it's 3 weeks later, no car and a big rent a car bill and Jackson's had absolutely no solution and nothing to offer except a bad attitude. They told me that my car is causing their shop to get backed up. Imagine that..I finally get a call on July 30th and was told that my car is ready, magically. I asked how it can be ready considering they stated they had to get the part from Korea and they said that the part was packages wrong every time, which respectfully, I don't believe. When I went to pick up the vehicle on Thursday July 31st the owner was very rude, did not say a word at all and charges us over $700. As I am driving down the road, I realize that my breaks are barely stopping my vehicle and realize that they may not be the breaks that I had on my vehicle. At this point, I have no faith in talking to Jackson or bringing my vehicle back because I sense he would not tell me the truth about whether or not those are my original breaks. This whole experience has been a nightmare.Desired Settlement: I believe 1. Deserve an apology for this whole experience and 2 they should not have charged me full price for their labor. I was under the impression (given by them) that it would take a week to fix and it took over 3 which cause a lot of financial issues given I had to rent a vehicle to go to work with. 3 I would like to know what they really did with my original breaks because I know my car and I know that those are not the breaks that were on it when it was towed to their shop. This is also going to cost more money to get my breaks fixed somewhere else.

Business

Response:

This customer did call us 7/9/14 to ask, if they had their car towed

in that day, could we look at it. Told us their was a problem with

the clutch. We told them yes, we could check it out to see what was

going on with it. They had it towed and we did check it out by the

end of that day. There definitely was a problem with the clutch,

something came apart inside the clutch assembly.

I'm guessing, at this point, they assumed that checking it out was

the same thing as doing the job. It is not. We always diagnose the

problem, then we give an estimate so the customer can OK it or not,

then we proceed with the job if approved.

Following the diagnosis, there was a lapse in time preparing the

estimate due to how busy we are. When she called back on Friday,

7/11/14, I confirmed that yes, the clutch was the problem, that

something came apart inside and that it most likely would need the

clutch replaced. She complained that the clutch was only a year old

and shouldn't have gone bad that quickly. I agreed with her but

explained that it most likely wasn't a case that it was worn out,

but that something broke. But until we tore it apart to see inside,

we don't know exactly what was happening. I gave her the price of

the Clutch job. She asked when we would do that and I told her we

would be able to work it in our schedule for the following week. She

also asked if we could see why her 'Check Engine' light was on and

check it out for State Inspection. She wanted prices for all before

we proceeded. I told her as soon as we pushed the car inside so we

could get it up on the lift, we would check it for Inspection and then

let her know what all was required, if anything.

We got the car inside on 7/18/14. We disassembled the clutch, found

the center of the clutch disc flew apart,

damaging the disc as well as the sleeve on the nose of the

transmission. Scanned her car for the 'Check Engine' light - found

code for Oxygen Sensor. Checked the car for State Inspection -

needed rear brakes & left rear brake caliper. We already had

the new clutch there but a clutch set does not include the sleeve.

After-market parts store don't have that kind of part. We called

[redacted] for the part. They did not have it in stock,

would have to order it and wouldn't get it till Wednesday, 7/23/14.

I called the first phone number, which turn out to be the husband,

explained what was going on with the clutch and about having to

order the part and what it needed for Emissions & State

Inspection and gave him the price for all. He did ask a few

questions during the conversation but ended it by say it was OK to

do.

We proceeded to do the Oxygen Sensor & Brake job while waiting

for the sleeve to arrive.

On 7/23/14, the part came and it was not the correct part for this

car. It was a sleeve but it was way too big. We called the dealer

back. They weren't sure why it wasn't correct but said they were

going to 'over-night' 3 other parts to try to correct this error. On

7/24/14 they brought 2 more, both incorrect. They then took the old

part with them to try to match it up. I called the customer to tell

them what had happened. At the end of this conversation, she asked

what the total was for all the work (I guess her husband hadn't

passed on this info to her), I told her and she was shocked and

upset that her husband gave the OK. Later that afternoon they came

in to the garage and were now saying that they didn't approve the

other work and they didn't want it done. The husband said he never

told me to do it. I can only assume that either 1) I misunderstood

him, that when he said it was OK to do, I took it he meant all the

work since he didn't say it was OK to do just the clutch OR

2) He told his wife he didn't OK it since she was mad about that and

perhaps didn't want her mad at him. I don't know. Up to this point

they had been speaking directly to my husband, the owner. When the husband

said he didn't give the OK, I spoke up, since I was the one who was

talking to him on the phone and said that he did give the

OK. They started to argue so I shut up. She also didn't understand

why the whole clutch assembly needed replaced & not just that

part we were waiting on. We showed them the clutch we took out of

the car and how the center that broke loose damaged the clutch disc

as well as that sleeve. Then they went back to saying they didn't

want the extra work done, so my husband said fine, we'll put the old

parts back on. They ended the conversation by confirming the price

of the clutch job and they left. As for being rude....perhaps they

mistook our frustration as that. When he had commented on their car

backing up our work load, it was to point out that we wanted the car

done just as much as they did. Every hour that car sat in our bay

was an hour of lost $$ because we couldn't get something else in to

work on. Should we have been billing them hourly for all the time it

was in our bay?? Of course not, it wasn't their fault we couldn't

get the correct part and it was our fault. After they left, we went

looking to see if we had the old parts. Found the Oxygen sensor

& the left rear pads in our scrap pile. The Caliper was still

here waiting to be returned for a core. But we couldn't find the pads

for the right rear. The mechanic thinks he remembers throwing those

in the trash can, which had been emptied in the dumpster & our

trash had been picked up by this time. So we had to put new pads

back on that side.

The dealer called us on 7/25/14 to say, that once again, they

received the wrong part. Through out this ordering process, they had

asked if it was possible that the transmission had ever been

replaced. Explaining that that transmission was used in several

different cars, but the nose of the transmission may differ

depending on the application. I has asked the customer about that

during one of the many phone calls. She said no, she bought it brand

new and never had the transmission replaced. I also asked if she

still had a receipt for the clutch job from a year ago, just wanting

to be sure nothing was done at that time that we weren't aware of.

She told me to look in the glove box, it might be in there. Didn't

find that but did see her paper work from when she bought the car,

brand new. At this point, the dealer was stumped. They told us they

put a call into Korea, to the manufacturer, to see what they could

find out.

She keeps commenting that she had to keep calling us,

granted she did call us at times but once the wrong part thing

started, I call her each time to let her know what

was happening! She even joked with me during one call saying she bet

I was dreading making this phone call.

I called the dealer on Monday, 7/28/14, to see if they heard from

the manufacturer, they hadn't. I called her to let her know. I

called them on Tuesday, 7/29/14, talked to a different person, but

he was aware of what has been going on. He said he didn't think they

had heard back yet but would let me know or would have the original

guy call me back. On Wednesday, 7/30/14, the dealer showed up with

the correct part. Said they had ordered this from California. (I'm

guessing this was the 3rd part they had ordered earlier?? I don't

know for sure) Said they figured out that a whole batch got bagged

wrong, right part number, wrong part.

And her comment about the part 'magically' appearing all the way

from Korea.......I didn't tell they were getting a part from there.

I told her they were contacting the manufacturer in Korea to see if

they could help solve the mystery, which might end up with

them sending us the correct part.

I waited until I knew everything was OK with this part and it was

all back together & working properly, then I called her to tell

her the car was done. She was glad but said due to conflicting work

schedule with her husband they couldn't pick it up till the next

day. Then she goes on about it still needing to be Inspected,

commented on leaving it and getting that done too. And asked if we

would discount that work by not charging her any labor. I told her

we couldn't discount our already reasonable rates. And told her that

as for getting it back in to re-do the Inspection work, it would

probably be the following week till we could do that and I didn't

think she wanted to go another week without her car. She agreed.

To sum it up, I don't feel we owe her any kind of refund - we

charged her for the Clutch job, as quoted & approved by them.

We performed an Inspection - didn't charge her for that

We performed the 2 jobs it needed for Inspection, then removed &

reinstalled the old parts (which included a new part) after they

claimed to have not approved them - didn't charge her for that.

Not to mention the time I'm now spending typing this reply.

Then she wanted us to turn around & re-do those jobs, and give

her a discount!

She says the brakes didn't feel right, of course they don't - she

needs rear brakes & a caliper. After disrupting the position of

everything and then putting the old back on, it's not going to function the same as

when it came in. But they requested this.

She keeps saying that we lied to her. We have not lied! Feel free to

call [redacted], (###-###-#### select 6 from the menu for parts, then select 3 for [redacted]) they will tell you all about the problem we

encountered getting the correct part. The parts guy we talked to was

Brandon. We have the receipt for the brakes we had to purchase to

put her car back together.

If you have any other questions, please contact me.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I absolutely thought that Jackson's was going to attempt to fix the problem when they looked at it, I wasn't told any different when I spoke to them. If that was not their intent then they should have told me that they were'nt going to be able to fix it until they had time. At no point did they tell me that and that is why I kept calling to check on the progress, I was under the impression that they were working on it. Maybe one out of the ten times that I called to see how things were going they should have told me that they weren't even working on it, maybe I would have stopped calling and checking. During one conversation I even suggested getting my car towed out of their garage and taking it somewhere else because I felt like they promised me one thing and were doing something completely different. As for fixing my breaks and oxygen sensor, I am absolutely sure that my husband did NOT give them permission. During one of my discussions with him, I had suggested having Jackson's fix everything so we can just get it all done at once and he was the one that said not to have them fix the breaks and the oxygen sensor because they were taking so long to fix the clutch and didn't want to chance them having the car any longer. So no, he did not give them the ok and they need to double check with their customers before they start doing work their vehicles. That is the reason why I was shocked and upset when she told me that they fixed it. As for my breaks, they are ten times worse than they were when I got my car towed to their garage, I understand that they had to "disrupt" the position of everything but my car was unsafe when I pulled it out of their garage and again, it was NOT like that before and if they had listen correctly, we wouldnt have had this problem. I took it to another garage the day after and had it out and fixed in less than a day, and they said they will "look" at it that day which apparently to them also meant getting it done. If I am reading this correctly, Jackson's also recently Had a Revdex.com complaint not even 11 days before me. It appears to me that just run their garage whichever way they want and make up excuses for their lousy behavior. I never said that they lied about getting the wrong part, believe me I called the dealer and spoke with Brandon multiple times,I am saying they were untruthful about getting started on my car. in their response they imply that I am wasting their time writing this, what about the time I wasted trying to contact them and what about all the money that I had to spent renting a car for over three weeks because they failed to tell me they were too busy to work on it. I am not a business owner by any means but They obviously just don't care about their customers at all.

Regards,