Advanced Auto Clinic, LLC

The customer states that he was charged to install his spark plugs that he was unable to installThis particular engine has intake spark plugs and exhaust spark plugsThe customer had supplied his own parts because he had attempted to replace the plugs and could only change half of them that were easy to reachSo the easy ones were done and the more difficult ones were left to doWe do not normally install customer supplied parts but did under these circumstances as to try and help the customer outWe charged accordingly for customer supplied parts and charged him hours at our customer supplied parts labor rate of per houris exactly what we had in it for timeWhen we don't supply the parts we charge accordingly as we do mark up our parts to recover some overhead expensesThe customer agreed to it as he obviously paid for it and signed for approvalThe actual amount the customer paid after tax and everything was 134.64, so for him to state he paid is just not trueI am not sure why this customer is just now disputing this as the work was done on 12/21/2016, 1/months agoWe are a very reputable repair shop and I am more than willing to take care of anything we make mistakes on or that there is a problem with, but in this situation we have done nothing wrong or unethical and I am not willing to give a refund or perform any further service for this customerHe asked for a specific service, we provided it, and he agreed to pay for itIf there is any other information needed as far as paperwork or evidence to resolve this issue please contact me.Thank You, [redacted]

The engine in this vehicle was not rebuilt the first time it was hereWe had diagnosed a head gasket failure and performed a partial disassembly to assess the damageWhen we got the engine apart we had noticed the timing components were damage also and that there was excessive coolant
contamination in the oilWe also made note that the check engine light was on as well as several unrelated things we found to be of a concern, such as front end problems, wheel bearings, etcAt that time we had recommended replacing the engine due to the oil contamination and the possibility of further internal damageIt was not in the customers budget to replace the engine at this time so we were authorized to move forward and perform the repair of the head gaskets and timing componentsWe had performed the work and the engine ran good and after an extensive test drive there were no problems or a check engine lightThe time between drop off and completion was an extended period because we were waiting on the customer to make a decision and we had to wait on the machine shop to test the cylinder heads to verify they were not damaged once we got authorizationThe vehicle was done on 10/9/and had been gone until 12/8/when it came in with an engine noiseWe assessed the problem and determined that there was internal problems and recommended what we did originally and that was to replace the engineAfter several weeks of the vehicle sitting here waiting for a decision to be made we had agreed to reduce the cost of replacing the engineI had talked with the customers father to explain the entire situation which he was not aware of, he was the one paying for the repairHe had agreed to replacing the engine with a rebuilt oneWe did replace the engine and after the repair we took the vehicle on several test drives and everything was good, no check engine light and no problemsThe customer was informed to return in miles for the engines first oil change after the break in period and he had returned on 6/7/after miles were on the engineAt this time we changed the oil and noted the check engine light was on, the customer did not want any diagnostics performed so we did not diagnose the check engine lightThere were also several other things that were noted on previous inspections that were neglected and are still problems that should be addressed to prevent other problems with the vehicleThe vehicle then returned for another oil change on 8/22/We had made the same notes on this inspection that we had made on all of the previous inspections and the customer still denied diagnostics for the check engine light and all other recommendationsThe customer had not paid for anything after the engine had been replaced, which was three oil changes, due to having couponsNot sure how we can have prices double everywhere else when there was no cost to him so I have no explanation for our pricingAs far as the nail in a tire and there being the wrong dipstick, we are unaware of these problems or any issue with them and the customer never brought the concern to our attentionThis time the customer was in on 11/2/with miles on the engine since it was replaced with a complaint of something melted on the engineWe checked the vehicle out and found a sensor for the EGR valve is meltedWe informed the customer that we need to diagnose the cause of the problem so we can properly fix the problemHe declined the diagnostics and the repair and again paid nothing to bring his vehicle inWe are willing to take care of this customers problems but not for freeAn engine replacement does not include all of the other components under the hood, it's just the actual engine that was replaced and other components can fail and any given time

The customer states that he was charged 187.00 to install his spark plugs that he was unable to install. This particular engine has 8 intake spark plugs and 8 exhaust spark plugs. The customer had supplied his own parts because he had attempted to replace the plugs and could only change half of them...

that were easy to reach. So the 8 easy ones were done and the 8 more difficult ones were left to do. We do not normally install customer supplied parts but did under these circumstances as to try and help the customer out. We charged accordingly for customer supplied parts and charged him 1.1 hours at our customer supplied parts labor rate of 134.70 per hour. 1.1 is exactly what we had in it for time. When we don't supply the parts we charge accordingly as we do mark up our parts to recover some overhead expenses. The customer agreed to it as he obviously paid for it and signed for approval. The actual amount the customer paid after tax and everything was 134.64, so for him to state he paid 187.00 is just not true. I am not sure why this customer is just now disputing this as the work was done on 12/21/2016, 2 1/2 months ago. We are a very reputable repair shop and I am more than willing to take care of anything we make mistakes on or that there is a problem with, but in this situation we have done nothing wrong or unethical and I am not willing to give a refund or perform any further service for this customer. He asked for a specific service, we provided it, and he agreed to pay for it. If there is any other information needed as far as paperwork or evidence to resolve this issue please contact me.Thank You,[redacted]
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