In the process of repairing Mrand Mrs [redacted] Lexus , Our lead tech spent roughly hours under the hood and roughly 5-hours just studying wiring diagrams and control module tasks In his testing, he found the fuel pump bad The customer was contacted for authorization to replace this and authorization was given to do so Further diagnostics found the power distribution module thats built in to the fuse box to be shortedThe customer was then contacted for this concernShe offered to and carried out finding the module and having it sent to us After replacing this and even further diagnostics, he was basically down to researching a couple of wires that were still not receiving the correct signal for the vehicle to run During the time the vehicle was in our shop , our tech was not completely dedicated to this vehicle only due to the extremely busy schedule and due to the depth of this vehicles issue The customer was made completely aware of this on a daily basis as she called 2-times a day When the vehicle was brought to our shop, we were not informed by the customer, that it had already been to or other shops for this issue We obtained this information from the wrecker driver who brought it inThe vehicle had sat at another shop for weeks waiting for the appointment at our shop When I was contacted by the customer that they were coming to get the vehicle , they gave us no prior notice of this and the car was still disassembledShe said that were trading it in, wanted to pick up the car immediately and she wanted wanted a final cost on the billWhen I relayed the cost of the bill to her, she was avid that we remove the fuel pump which is non returnable after being submerged in gasolineShe said “That’s fine, we will be in very shortly to pay the bill and pick up the vehicle.” When the couple came in to pick up the vehicle, both became very rude at my counter over the price of the bill I only charged for the fuel pump and hrslabor because she had told me earlier they were just going to trade it in When the wrecker driver picked up the vehicle , she told him to take it to the [redacted] Service DeptThe labor rate for our garage is $68/hr for a total of $in laborThe customer only paid $the break down on this price was:Fuel Pump $310.84Towing $50.00Only 3hrs was charged for labor which is broken down as:1hr Fuel pump removal2hr fuse box replacementTax $16.47A total of $in labor we did not charge the customer forWe went more than the extra mile to help this customer out and even ate $in labor to help them even though we had spent the time on the vehicle that had a hoist of issuesWe never did any work without the customers approval and did not over charge for any parts or labor placed in the vehicleParts for vehicles are not free and most can not be returned once usedAt no point was the customer taken advantage of and the items they were charged for were the items that were replaced with labor.Attached you will find a copy of the bill to the customer.Thank YouAffordable Car CareManagement
From: Bill Arafat Sent: Tuesday, April 05, 2016 3:59 PMSubject: COMPLAINT ID# [redacted] - COMPLAINT RESPONSE...
We truly apologize for your unfortunate experience. And we would like to let you know that it was not our intention. As far as for stud, we have special ordered the stud from the dealer and we have replaced/fixed all the issues at no charge. Thank You Have a Blessed and Wonderful Day! Best Regards, Texas Car Stereo PH: 713-532-7800
In the process of repairing Mr. and Mrs. [redacted] Lexus , Our lead tech spent roughly 20 hours under the hood and roughly 5-8 hours just studying wiring diagrams and control module tasks. In his testing, he found the fuel pump bad . The customer was contacted for authorization to replace this...
and authorization was given to do so . Further diagnostics found the power distribution module thats built in to the fuse box to be shorted. The customer was then contacted for this concern. She offered to and carried out finding the module and having it sent to us . After replacing this and even further diagnostics, he was basically down to researching a couple of wires that were still not receiving the correct signal for the vehicle to run. During the time the vehicle was in our shop , our tech was not completely dedicated to this vehicle only due to the extremely busy schedule and due to the depth of this vehicles issue . The customer was made completely aware of this on a daily basis as she called 2-4 times a day . When the vehicle was brought to our shop, we were not informed by the customer, that it had already been to 3 or 4 other shops for this issue . We obtained this information from the wrecker driver who brought it in. The vehicle had sat at another shop for 5 weeks waiting for the appointment at our shop. When I was contacted by the customer that they were coming to get the vehicle , they gave us no prior notice of this and the car was still disassembled. She said that were trading it in, wanted to pick up the car immediately and she wanted wanted a final cost on the bill. When I relayed the cost of the bill to her, she was avid that we remove the fuel pump which is non returnable after being submerged in gasoline. She said “That’s fine, we will be in very shortly to pay the bill and pick up the vehicle.” When the couple came in to pick up the vehicle, both became very rude at my counter over the price of the bill . I only charged for the fuel pump and 3 hrs. labor because she had told me earlier they were just going to trade it in . When the wrecker driver picked up the vehicle , she told him to take it to the [redacted] Service Dept. The labor rate for our garage is $68/hr for a total of $1360 in labor. The customer only paid $581.31 the break down on this price was:Fuel Pump $310.84Towing $50.00Only 3hrs was charged for labor which is broken down as:1hr Fuel pump removal2hr fuse box replacementTax $16.47A total of $1156 in labor we did not charge the customer for. We went more than the extra mile to help this customer out and even ate $1156 in labor to help them even though we had spent the time on the vehicle that had a hoist of issues. We never did any work without the customers approval and did not over charge for any parts or labor placed in the vehicle. Parts for vehicles are not free and most can not be returned once used. At no point was the customer taken advantage of and the items they were charged for were the items that were replaced with labor.Attached you will find a copy of the bill to the customer.Thank YouAffordable Car CareManagement
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were not made aware of the tech not being dedicated to working on our vehicle. I actually stopped by there to check up on my car days prior, and was told to not take the car away because the tech was so involved with the car in getting it to run. We called constantly to get updates on the car, and I was always told "his best guy is working in it". After they told us they found an issue with the fuse box, I asked them, were they 100% sure the fuse box was the problem before I buy and have it sent, he said yes (this was after they were 100% sure it was the fuel pump to begin with). They constantly misdiagnosed my car and never found the issue. Our vehicle did not sit at any other shop for weeks! The new fuel pump that they were so sure of was the problem did not start the car, it should have been removed and we should not have been charged. They never got my car running, so the fuel pump they put in was never used. The fuel pump sits on top of the gas tank, and there's no way it could be submerged in gasoline without the car running. The part was never used, they never got my car running.
In the process of repairing Mrand Mrs [redacted] Lexus , Our lead tech spent roughly hours under the hood and roughly 5-hours just studying wiring diagrams and control module tasks In his testing, he found the fuel pump bad The customer was contacted for authorization to replace this and authorization was given to do so Further diagnostics found the power distribution module thats built in to the fuse box to be shortedThe customer was then contacted for this concernShe offered to and carried out finding the module and having it sent to us After replacing this and even further diagnostics, he was basically down to researching a couple of wires that were still not receiving the correct signal for the vehicle to run During the time the vehicle was in our shop , our tech was not completely dedicated to this vehicle only due to the extremely busy schedule and due to the depth of this vehicles issue The customer was made completely aware of this on a daily basis as she called 2-times a day When the vehicle was brought to our shop, we were not informed by the customer, that it had already been to or other shops for this issue We obtained this information from the wrecker driver who brought it inThe vehicle had sat at another shop for weeks waiting for the appointment at our shop When I was contacted by the customer that they were coming to get the vehicle , they gave us no prior notice of this and the car was still disassembledShe said that were trading it in, wanted to pick up the car immediately and she wanted wanted a final cost on the billWhen I relayed the cost of the bill to her, she was avid that we remove the fuel pump which is non returnable after being submerged in gasolineShe said “That’s fine, we will be in very shortly to pay the bill and pick up the vehicle.” When the couple came in to pick up the vehicle, both became very rude at my counter over the price of the bill I only charged for the fuel pump and hrslabor because she had told me earlier they were just going to trade it in When the wrecker driver picked up the vehicle , she told him to take it to the [redacted] Service DeptThe labor rate for our garage is $68/hr for a total of $in laborThe customer only paid $the break down on this price was:Fuel Pump $310.84Towing $50.00Only 3hrs was charged for labor which is broken down as:1hr Fuel pump removal2hr fuse box replacementTax $16.47A total of $in labor we did not charge the customer forWe went more than the extra mile to help this customer out and even ate $in labor to help them even though we had spent the time on the vehicle that had a hoist of issuesWe never did any work without the customers approval and did not over charge for any parts or labor placed in the vehicleParts for vehicles are not free and most can not be returned once usedAt no point was the customer taken advantage of and the items they were charged for were the items that were replaced with labor.Attached you will find a copy of the bill to the customer.Thank YouAffordable Car CareManagement
From: Bill Arafat Sent: Tuesday, April 05, 2016 3:59 PMSubject: COMPLAINT ID# [redacted] - COMPLAINT RESPONSE...
We truly apologize for your unfortunate experience. And we would like to let you know that it was not our intention. As far as for stud, we have special ordered the stud from the dealer and we have replaced/fixed all the issues at no charge. Thank You Have a Blessed and Wonderful Day! Best Regards, Texas Car Stereo PH: 713-532-7800
In the process of repairing Mr. and Mrs. [redacted] Lexus , Our lead tech spent roughly 20 hours under the hood and roughly 5-8 hours just studying wiring diagrams and control module tasks. In his testing, he found the fuel pump bad . The customer was contacted for authorization to replace this...
and authorization was given to do so . Further diagnostics found the power distribution module thats built in to the fuse box to be shorted. The customer was then contacted for this concern. She offered to and carried out finding the module and having it sent to us . After replacing this and even further diagnostics, he was basically down to researching a couple of wires that were still not receiving the correct signal for the vehicle to run. During the time the vehicle was in our shop , our tech was not completely dedicated to this vehicle only due to the extremely busy schedule and due to the depth of this vehicles issue . The customer was made completely aware of this on a daily basis as she called 2-4 times a day . When the vehicle was brought to our shop, we were not informed by the customer, that it had already been to 3 or 4 other shops for this issue . We obtained this information from the wrecker driver who brought it in. The vehicle had sat at another shop for 5 weeks waiting for the appointment at our shop. When I was contacted by the customer that they were coming to get the vehicle , they gave us no prior notice of this and the car was still disassembled. She said that were trading it in, wanted to pick up the car immediately and she wanted wanted a final cost on the bill. When I relayed the cost of the bill to her, she was avid that we remove the fuel pump which is non returnable after being submerged in gasoline. She said “That’s fine, we will be in very shortly to pay the bill and pick up the vehicle.” When the couple came in to pick up the vehicle, both became very rude at my counter over the price of the bill . I only charged for the fuel pump and 3 hrs. labor because she had told me earlier they were just going to trade it in . When the wrecker driver picked up the vehicle , she told him to take it to the [redacted] Service Dept. The labor rate for our garage is $68/hr for a total of $1360 in labor. The customer only paid $581.31 the break down on this price was:Fuel Pump $310.84Towing $50.00Only 3hrs was charged for labor which is broken down as:1hr Fuel pump removal2hr fuse box replacementTax $16.47A total of $1156 in labor we did not charge the customer for. We went more than the extra mile to help this customer out and even ate $1156 in labor to help them even though we had spent the time on the vehicle that had a hoist of issues. We never did any work without the customers approval and did not over charge for any parts or labor placed in the vehicle. Parts for vehicles are not free and most can not be returned once used. At no point was the customer taken advantage of and the items they were charged for were the items that were replaced with labor.Attached you will find a copy of the bill to the customer.Thank YouAffordable Car CareManagement
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were not made aware of the tech not being dedicated to working on our vehicle. I actually stopped by there to check up on my car days prior, and was told to not take the car away because the tech was so involved with the car in getting it to run. We called constantly to get updates on the car, and I was always told "his best guy is working in it". After they told us they found an issue with the fuse box, I asked them, were they 100% sure the fuse box was the problem before I buy and have it sent, he said yes (this was after they were 100% sure it was the fuel pump to begin with). They constantly misdiagnosed my car and never found the issue. Our vehicle did not sit at any other shop for weeks! The new fuel pump that they were so sure of was the problem did not start the car, it should have been removed and we should not have been charged. They never got my car running, so the fuel pump they put in was never used. The fuel pump sits on top of the gas tank, and there's no way it could be submerged in gasoline without the car running. The part was never used, they never got my car running.