We-Fix-It Auto Repair

Dear Revdex.com,

This is our side of the story.

Mr [redacted] inquired about an ad we had on [redacted] for a used engine for his vehicle sometime

around 10/14/13.

I spoke to him the very first time he called. He was...

calling to find out how much would

have been for a used engine for his Jeep Grand Cherokee. After talking to him

for a bit and after him explaining to me what had happened to his engine I

offered to tow his car to our shop and do a free analysis to see if his engine

was repairable or not. I told Mr [redacted] that the towing service and the

diagnosis would be at no charge to him as long as he gets the job done with us,

whether that is repairing the engine or replacing it. If after we get the car

to the shop and do the diagnosis, for whatever reason he decides not to have

the work performed at out shop then the only thing he would have been obligated

to pay would have been the towing service from his home to our facility ($70). The

inspection would have still been free of charge. He said that that sounded good

and that he needed some time to think about it.

A couple of weeks later Mr [redacted] called again and indicated that he was ready to have us

tow his vehicle from his home to our shop and carry out the diagnosis. We had

the vehicle tow to the shop the next day and we began our diagnosis. What had happened

to the engine according to Mr [redacted] is that he drove through a pool of water

deep enough that the engine was partially under water momentarily and water was

introduced inside the engine so it appeared to have hydro-locked. While one of

our technicians was performing the diagnosis he noticed that the engine was unable

to rotating 180”. It would rotate clockwise up to a point and then rotate counterclockwise

and stop again before completing a 180” turn. At that time we felt that there

might be a chance the timing somehow was off and that the pistons are hitting

the valves and that’s why the engine was not rotating. I relayed this information

to Mr [redacted] and I suggested removing the front engine cover to verify timing

and inspect timing components. Also by removing the front timing cover we would

be able to look inside the engine and get a better idea of what was going on. I

told Mr [redacted] that performing this job it is not part of the free diagnosis

because it requires several hours of work to remove everything from the front

of the engine and remove the timing cover. I told Mr [redacted] that the cost for

us to just remove the timing cover would be $495. I also told him that if we

found the problem to be with any of the timing components we will let him know

what needs to be replaced and how much more it will cost. In case the problem

is not there then we would apply the $495 in to whatever the repair end up

being. Mr [redacted] agreed and gave us the go ahead to do the additional work.

After removing timing cover we determined that the problem was not in the timing and

that at that point we were 100% certain that the engine would have had to either

be replaced or be rebuilt. I called Mr [redacted] and told him our findings and I

also gave him three different options to getting the car fixed. One was to

rebuild his engine and the other two where to replace his engine with a used one.

That was three different prices.

Mr  [redacted] called me about two weeks later to let me know that he would not be proceeding

with any of the three options or any other repair at this time and that he

would like to come and pick up the car from the shop. Mr [redacted] also asked that

we reassemble the engine before he comes to get the car. I explain to him that we

could do that but he would have had to pay for the re-installation of the parts

that had been removed. The price that he was being charged up to that point was

only to remove the parts and not for the re-installation. Mr [redacted] also asked

not to be charged the towing service fee since he was paying for some service.

I explained to him that the towing fee is only waived if the job is completed,

in this case the engine being replaced or repaired but since he is not getting

the job done we would have had to charge him the towing fee.

Mr [redacted] paid over the phone for the towing fee ($70) and the removal of the timing cover

(495) plus shop fees for the total amount of $589.90.  He then had the car towed from our facility at

his own expense. A day later I received an email from Revdex.com notifying me of the

complaint Mr [redacted] had submitted.

This is how I remember events unfolding and I am being as accurate as my memory allows me to be.

 

My comments on Mr [redacted]’s complain.

Looking back at this and giving it some more though I believe Mr [redacted] is absolutely

right about not wanting to get charged for the towing fee. At the time we did

not advertise on our website or at the shop or anywhere else about free towing

to the shop. That was something I offered Mr [redacted] at the time of our very

first conversation over the phone. At no point in that first or any other conversation

prior to Mr [redacted] making the decision to not go through with the repairs did

I mention or explained to him whether he would have had to pay for towing or

not, if we did some work but did not finish repairing the vehicle. I failed to explain

to Mr [redacted] that scenario so I believe we should have not charged him for

the towing service. I have already spoken with Mr [redacted] on the phone explaining

to him how I felt about the situation, apologies for not seeing this earlier and

expressed the desire to refund the towing charge along with another 10% percent

of his total bill in the total amount of $128.98.

I asked Mr [redacted] If he was satisfied with the refund and if there was anything else I could do

to satisfy him and he indicated that he was happy with the refund and he requested no further action.

I regret having to push a client to such measures of having to right a complaint in Revdex.com.

I’m also glad that he did because that gives me the opportunity to make thinks

right or at least try. This is also a learning experience for me. I will be

much more detailed on explaining our services and make sure our clients are

aware of every scenario ahead of time. I would like to apologies to Mr [redacted]

once again and wish him the best.

If there are any questions I would be more than happy to answer them.

 

Sincerely

-----------------------------------

President

We-Fix-It Auto Repair

-----------------------------------

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This place is great! Always quick service but never rushed. Unlike other places they check everything every time you bring your car in for an oil change and go over their findings with you. [redacted] and [redacted] are extremely friendly and straightforward with you. Could not be happier with this place and have already recommended it to multiple friends.

Review: Company advertises free tow to the shop, but does not specify that if the work is not completed that I would have to pay for the tow. I had a service done, I paid almost 500 dollars for them to look into my engine and diagnose. when I decided not to go with them and get my vehicle returned that's when they said my bill was now almost 600 including the tow. I had spoke with [redacted] and said I did pay for a service, but he said since the job wasn't completed I would have to pay for the tow. Ok, then I said I was going to pick up my vehicle and I wanted it put back together they told me they would put all the parts in the back unless I paid for them to put it all back together. Company needs to advertise honestly entire actions, very disappointed with them and they are very over priced.Desired Settlement: The tow should have been free, because I did pay for a service and they did not specify that the work had to be completed in order to get a free tow. Should have been a discounted rate also because they did not return my vehicle to the condition it was in when I took it to there shop.

Business

Response:

Dear Revdex.com,

This is our side of the story.

Mr [redacted] inquired about an ad we had on [redacted] for a used engine for his vehicle sometime

around 10/14/13.

I spoke to him the very first time he called. He was calling to find out how much would

have been for a used engine for his Jeep Grand Cherokee. After talking to him

for a bit and after him explaining to me what had happened to his engine I

offered to tow his car to our shop and do a free analysis to see if his engine

was repairable or not. I told Mr [redacted] that the towing service and the

diagnosis would be at no charge to him as long as he gets the job done with us,

whether that is repairing the engine or replacing it. If after we get the car

to the shop and do the diagnosis, for whatever reason he decides not to have

the work performed at out shop then the only thing he would have been obligated

to pay would have been the towing service from his home to our facility ($70). The

inspection would have still been free of charge. He said that that sounded good

and that he needed some time to think about it.

A couple of weeks later Mr [redacted] called again and indicated that he was ready to have us

tow his vehicle from his home to our shop and carry out the diagnosis. We had

the vehicle tow to the shop the next day and we began our diagnosis. What had happened

to the engine according to Mr [redacted] is that he drove through a pool of water

deep enough that the engine was partially under water momentarily and water was

introduced inside the engine so it appeared to have hydro-locked. While one of

our technicians was performing the diagnosis he noticed that the engine was unable

to rotating 180”. It would rotate clockwise up to a point and then rotate counterclockwise

and stop again before completing a 180” turn. At that time we felt that there

might be a chance the timing somehow was off and that the pistons are hitting

the valves and that’s why the engine was not rotating. I relayed this information

to Mr [redacted] and I suggested removing the front engine cover to verify timing

and inspect timing components. Also by removing the front timing cover we would

be able to look inside the engine and get a better idea of what was going on. I

told Mr [redacted] that performing this job it is not part of the free diagnosis

because it requires several hours of work to remove everything from the front

of the engine and remove the timing cover. I told Mr [redacted] that the cost for

us to just remove the timing cover would be $495. I also told him that if we

found the problem to be with any of the timing components we will let him know

what needs to be replaced and how much more it will cost. In case the problem

is not there then we would apply the $495 in to whatever the repair end up

being. Mr [redacted] agreed and gave us the go ahead to do the additional work.

After removing timing cover we determined that the problem was not in the timing and

that at that point we were 100% certain that the engine would have had to either

be replaced or be rebuilt. I called Mr [redacted] and told him our findings and I

also gave him three different options to getting the car fixed. One was to

rebuild his engine and the other two where to replace his engine with a used one.

That was three different prices.

Mr [redacted] called me about two weeks later to let me know that he would not be proceeding

with any of the three options or any other repair at this time and that he

would like to come and pick up the car from the shop. Mr [redacted] also asked that

we reassemble the engine before he comes to get the car. I explain to him that we

could do that but he would have had to pay for the re-installation of the parts

that had been removed. The price that he was being charged up to that point was

only to remove the parts and not for the re-installation. Mr [redacted] also asked

not to be charged the towing service fee since he was paying for some service.

I explained to him that the towing fee is only waived if the job is completed,

in this case the engine being replaced or repaired but since he is not getting

the job done we would have had to charge him the towing fee.

Mr [redacted] paid over the phone for the towing fee ($70) and the removal of the timing cover

(495) plus shop fees for the total amount of $589.90. He then had the car towed from our facility at

his own expense. A day later I received an email from Revdex.com notifying me of the

complaint Mr [redacted] had submitted.

This is how I remember events unfolding and I am being as accurate as my memory allows me to be.

My comments on Mr [redacted]’s complain.

Looking back at this and giving it some more though I believe Mr [redacted] is absolutely

right about not wanting to get charged for the towing fee. At the time we did

not advertise on our website or at the shop or anywhere else about free towing

to the shop. That was something I offered Mr [redacted] at the time of our very

first conversation over the phone. At no point in that first or any other conversation

prior to Mr [redacted] making the decision to not go through with the repairs did

I mention or explained to him whether he would have had to pay for towing or

not, if we did some work but did not finish repairing the vehicle. I failed to explain

to Mr [redacted] that scenario so I believe we should have not charged him for

the towing service. I have already spoken with Mr [redacted] on the phone explaining

to him how I felt about the situation, apologies for not seeing this earlier and

expressed the desire to refund the towing charge along with another 10% percent

of his total bill in the total amount of $128.98.

I asked Mr [redacted] If he was satisfied with the refund and if there was anything else I could do

to satisfy him and he indicated that he was happy with the refund and he requested no further action.

I regret having to push a client to such measures of having to right a complaint in Revdex.com.

I’m also glad that he did because that gives me the opportunity to make thinks

right or at least try. This is also a learning experience for me. I will be

much more detailed on explaining our services and make sure our clients are

aware of every scenario ahead of time. I would like to apologies to Mr [redacted]

once again and wish him the best.

If there are any questions I would be more than happy to answer them.

Sincerely

-----------------------------------

President

We-Fix-It Auto Repair

-----------------------------------

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,