All About Auto Service & Towing

Mr. [redacted] came to my shop to get work done on his 95 Chevy Camaro on Feb. 12, 2015. He wanted to get a new motor put in so we informed him it was going to be around $2800. He gave us $1400 to begin the work with the understanding the rest would be do when he picked up his vehicle. We contacted him...

about a week later to let him know it was going to be a little more money than we had thought to have the job done right. Mr. [redacted] explained he did not have any more money to put into it. We decided to get it running right and installed new plugs, wires, and air cleaner. We spoke to Mr. [redacted] on Feb. 28th and informed him the work was done we just needed to take it for a test drive and the total bill was going to be $3100 including tax. We would call him after completing the test drive and running a complete diagnostics. When running the diagnostics we discovered the fuel pump was only reading 50psi and it needs at least 80 to function properly. We contacted Mr. [redacted] to let him know what we discovered and that it would be an additional $400 to replace it. Mr. [redacted] did not want to have the additional work done, he just wanted to come get his vehicle. We informed him he still owed us for the work we had done for him. Mr. [redacted] called the police because we would not release the vehicle to him without paying his bill. Mr. [redacted] was informed by the police he needed to pay for our services which we had provided. He then paid an additional $1600 and we released the vehicle to him. That was $100 less than the amount due, but we were ok with that. When Mr. [redacted] called us regarding having problems we let him know we will give him the manufacture warranty on the motor at our location, but any additional services are extra. We are willing to work with Mr. [redacted], but we cannot reimburse him for work we have completed. We informed Mr. [redacted] more work needed to be done to his vehicle and he chose to take the vehicle out of our shop. We should not have to pay for someone else to inspect it or for a tow truck he chose to use to pick up his vehicle. Thank you, [redacted] All About Auto Service & Towing

I have reviewed the response 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.

First of all [redacted] told me on 2/12/15 I paid [redacted] $1400. I went to his shop and asked [redacted] how much it would cost me to install a 3.8 engine in my 1995 Chevy Camero. After he called his engine guy to price a rebuilt engine, he told me and my son [redacted] he could do the entire job for $2800. He requested 50% ($1400) in cash upfront to start the job and the balance of $1400 was due upon completion of the job. (Photo #2) at no time did he say anything about the tax was not included and was not on any of the contract paperwork we signed ( to be faxed when [redacted] returns my paperwork). He gave me a signed receipt on the back of his business card (also on photo #2). [redacted] stated in his response:"he test drove the vehicle in question" and the fuel pump psi was at 47 psi and needed to be 80 psi. This is not true! ( see photo #2 ). This will also be noted in [redacted]'s diagnosis also to be faxed. [redacted] called me on three separate occasions demanding an additional $400 "to do the job right" by replacing spark plugs and wires. These items were included in the original contract signed and dated on 2/12/15. On 3/2/15 he said the work was completed, but when he test drove the vehicle, it would not start again do to a bad fuel pump. [redacted] said it would cost "$400" to replace. At that time I told [redacted] not to do any further work on the vehicle and I would be there with a tow truck to retrieve my car. He made it clear he was not going to release my vehicle until he replaced the fuel pump, and that is why I requested the assistance of [redacted] to meet me at the shop. When we arrived, my car was up on a rack and blocked in by a white car. The police officer reviewed the paperwork and instructed me to pay my balance plus $200 for the taxes [redacted] said I owed him. The Officer then instructed [redacted] to stop holding my vehicle "hostage" and allow the tow truck to load my vehicle. The police officer admonished [redacted] for his past and present business practices. I paid [redacted] $1600, $200 more than the contract stated. The contract I signed included the replacement or repair of any parts needed to complete the work. All requested paperwork will be faxed ASAP.

Regards,

As a mechanic, I understand my customer’s problems and do consider their desires and needs to put their vehicle back on the road.  However, sometimes during a project as this; other problems may occur.  Installing something new could create a weakness in other parts of engine or cause me to discover other needed parts.  This is what occurred with this vehicle and not by our hands.  It just happens.  Therefore, I made the owner aware what was required to make his engine run smooth and on the road.The price quoted was strictly for the repair requested originally by the customer.  The other money collected was to cover taxes. My diagnostic analysis showed the PSI was off thereby meaning it needed a fuel pump.  Had it not been the fuel pump after installing it we would have removed the new fuel pump and replaced it once again with his original fuel pump and re-investigated further as to why the vehicle was not starting.  My customer would not have been billed for a part which was not used.Had I simply removed and installed what my customer originally requested my customer would have come back with complaints his vehicle is not running correctly and would have accused me of wrong doing. I do have a receipt from [redacted] of purchase for a rebuilt motor as he requested and will be faxing to you.I made the decision to do what was required at the time to have the car fully operable so my customer could drive away with satisfaction. As it was, I upset him instead so he came to pull his vehicle out of my shop before job was completed.He brought with him a police officer and the police officer told him he was obligated to pay the debt before the vehicle may be released. Upon being paid there was no intent upon stalling any longer and keeping his vehicle in shop or on the hoist.  The vehicle was on the hoist waiting for a reply from my customer.Unfortunately, we were not able to complete this job to the customer or my satisfaction due to him taking his vehicle.Thank you,[redacted]All About Auto Service & Towing

I am sorry for the confusion in regards to this matter. When the customer inquired about the fees I told him I would charge him $125 cash. He agreed on that and we did the jumpstart. I was informed about the insurance company paying $50 for the call and did take that into consideration with the...

pricing. When the customer was not able to pay cash the price now had to include our standard 20% service fee because we get charged for using our credit card system. That is where the additional $25 came from. As far as being reimbursed for payments received from the insurance company, we did our regular billing at our rates which are $4 a mile round trip and $65 for the jumpstart. The total miles were 46.82. That comes to $187.28 plus $65, for a total of $252.28. Technically we lost money on this tow, but we wanted to help the customer and did not want to charge him anymore.   We have tried contacting the customer to offer him a free room and dinner at the local resort to try to make him happy, but he has not responded to our call.Thank you for your time.