We received a complaint in regards to a Jeep Grand Cherokee Laredo 4L in-linevehicleWe would like to start by going over the events
that took place on and followed January 7th,
We received a phone call from a man about this vehicleHe said that he could not get it startedHe went on describing things he had tried and stated that it was not the battery because he had tried to jump start It and that was not workingHe informed us that he would be having it towed to our shop and explained that he wanted us to check the whole thing over and let him know everything that needed to be fixedHe stated that his wife had an inheritance from her grandfather and that they would be wanting to use it to fix the JeepHe stated that the Jeep was his wife's vehicleWe informed him that we were busy and usually tried to schedule vehicles inHe said that there was no hurry, it had been sitting for months, to check the coolant because he thought that is froze while it was sitting, and that it did not have heat, but that the blower was blowing cold air so' he did not think that it needed a blower motorWe told him that it might be a few days before we could get to it and again he assured us that he was in no hurryHe dropped off the keys when the Jeep was towed and again reassured us that he wasn't in a hurry
We had the Jeep for several days while trying to finish up scheduled work that ran over due to parts that had to be orderedWe are a small stall shop with employees and when we have a car tarn apart for a repair that we can't get parts for, we lose stall for days sometimes, unless the car is able to be pushed out and pushed back inOccasionally, we have issues getting cars pushed back in if there is snow or ice on the groundThe man called numerous times within those daysEvery employee in our shop works in the garage and the phones cannot always be answered and our voicemail explains what to do when we cannot answer which is to leave a message, email us, or find us on facebookOur voicemail explains to the customer that we may be with another customer or working on their car and that is why we cannot answer every timeWhen we did speak with him he stated that he wanted to know what we had found out with the JeepWe explained that we had started trying to diagnose it where it sat in the parking lot and that the intake cleaner box had blown off in the tech's face from the vehicle backfiring so badlyThe customer stated that he had broken that prior and not to worry about itWe explained that we were still trying to track down the reason why it would not startWe are not sure if day or several passed until we were able to finally diagnose the no start issueAn inquiry to our phone records would let us know definitivelyThe customer kept calling and so would his wifeSometimes they would call within minutes of each other, upon review of the caller IDWe spoke to the man and he was upset with the time it was taking to diagnose the JeepWe were confused by his anger because he had stated that he was in no hurry to get it back because it had been sitting for monthsHe said that he knew he said that but did not think it would take this long (approxweek)The tech was able to diagnose the no start issue after studying wiring diagrams, researching common issues, and testing spark, fuel, and multiple sensorsWe called the man and explained that it needed a camshaft position sensor and the costs associatedAlthough, the tech had many hours into the diagnoses we only charged the time to perform the repair with a half an hour diagnosesThe man gave the ok to do the work and we replaced
the sensorThe Jeep started up but was running extremely poorlyThe coolant was gallons low and bubbling up out of the reservoir although the temperature gauge was way below operating tempFumes from fuel and exhaust were coming up from the bubblesThe tech performed a coolant pressure test to make sure that no coolant leaks were external since the customer thought the coolant had frozeWe checked the freeze plugs and the block and no coolant was leaking externallyWe advised the customer that the lack of heat was due to the coolant being so low and the head gasket being blownWe explained that we could not know for sure if there was internal damage of the engine if the coolant did actually freeze or if the head gasket had been blown for a long period of timeWe explained the costs associated with all of the repairs that the Jeep needed and explained that the vehicle would not stay running on its own and would die when put in drive so we could not test drive to thoroughly check the vehicle over for noises, rattles, tire pull, alignment, etcHe advised us that he thought the transmission and transfer case leaks and the rear differential (rear end) were all just serviced with Edward's Transmissions and that they should cover them under their warrantyI advised him to call and make sure they wouldHe explained that he had to check because the repairs were done before the vehicle had sat and that warranty was only monthsHis wife, the owner of the Jeep, also called and the same things were explained to herIt was obvious that the couple was not communicating with each other and we had to tell them everything twiceShe stated the same thing as her husbandHe called back and said that he was looking at the receipt from Edward's and that he thought they had done a repair with the transmission, but apparently they had not and they only replaced the rear endWe could never get a definitive answer as to if the "rear end" meant the differential or the entire axle assembly with the differential, and if it was a new rear end or usedThey kept asking us what we thought it meant based on the price Edward's charged them and we told them we had no ideaThey called back again and said that even though they were out of warranty on the rear end that Edward's was going to reseal the differential for them under warranty since they had not put very many miles on it due to It sitting
During this time, the owner of the Jeep, stated that she would not be paying for the repairs and that her grandfather wanted to talk to meShe stated that he was years old and that he just wanted to know what all had to be doneHe called us and we spoke with him for a very long timeHe wanted to know if the Jeep was worth fixing since it was years old with over 184,000mi on itWe explained that we could not make that decision, but he wanted our assistance in helping him make that decisionWe looked of Kelley Blue Book value on the Jeep for him and had to check on all the extras the vehicle had to be able to do thisAgain, something we did not charge for but did anyway and took a great deal of time considering our work load at the timeThe vehicle appraised a little over $2kHe said he was surprised It was worth that muchHe stated that he bought the vehicle for her some years ago and he felt it wasn't worth putting any money into with an engine that had that many miles on itHe wanted to know the condition the vehicle was in and we expressed that we felt it was not taken care ofWe, also, expressed both sides to consider when choosing to buy a newer vehicle or fix this one, and told him that we really could not tell him which decision to makeHe stated that he would talk to his granddaughter but he did not think it was worth it
We got a call back from the grandfather the next day and he said that he talked it over with his granddaughter and she really wanted to keep the Jeep and she really liked it so they would go ahead
with the repairsWe went over which repairs were going to be made because, at this time, we still did not know anything about the transmission and rear end repairs from Edward'sHis granddaughter and her husband both called us, also, to tell us that he had okayed the repairsEven though, we did not have a solid answer as to If we were doing all of the repairs yet, we still went ahead and started taking the engine apart to remove the cylinder headThis job pays a fiat rate time of hoursWe explained to the owner's husband that the head would have to go to a machine shop to be pressure tested, cleaned, machined, and a valve job performed so that we did not put a head back on the may be compromisedWe stated that this could take up to a week depending on how busy the machine shop was and that the last heads we sent took daysWe, also, explained this to the grandfatherWe waited at least days before receiving a call from the machine shop stating that the head was cracked beyond repair, but they had one that had a smaller crack that they could weld that they could sell usI called the customer to alert him to the changing price and he stated that the grandfather would have to be calledHis wife called us to give us his phone number and we called him to tell him the situationHe okayed the work, but discussed with us that this was why he didn't want to do the repair in the first place but that his granddaughter wanted to keep the vehicleUpon reviewing the crack in person we found a very thin crack that was not very easy to see and was found by pressurizing the head with a foam substanceThe crack spanned almost the entire width of the head while the repaired head showed a inch welded areaWe were able to pick up the repaired head approxdays later making the machine shop time approxbusiness week
We had to move the Jeep outside while we were waiting on the machine shop so that we could'use both stalls to repair vehiclesThe Jeep had to sit outside for a few days or more while we were trying to finish other heavy line repairs on vehicles that were taken apart alreadyDuring this time we spoke to the husband and wife and updated them on the status of the vehicle and that we would call them when It was finished with an estimated finish dateThe tech made the head gasket repairs and a few other repairs that were approved, but we were still trying to find out if we were doing the transmission and transfer case input and output shaft seals that were leaking transmission fluid badlyWe called the grandfather to approve this repair and he said go ahead and do it because he wanted it to not need a bunch of repairs after this, but not to do the rear endThe tech finished the engine repairs and started the Jeep and found no oil pressureHe tested the oil pressure switch and we replaced it even though the readings from it were within specAgain, at no labor costThe switch looked like it had been mangled and was twistedThe oil pressure was still just above zeroWe made an estimate to replace the oil pump and called the grandfather and the repair was approved with another estimated day of completionThe tech made the repair but had trouble getting the parts until the next dayThe oil pressure was restoredTech removed the transfer case afthis time and replaced the seal to the transmission and the transfer caseTech found the the front driveshaft cv joint was binding up and we called the grandfather to approve replacing the shaft while we had the old one outWe waited until the next morning for the part to be delivered and put the new part inTech let the vehicle finally run to bleed the coolant system of air and the engine sounded greatOnce the tech put the vehicle in drive and pressed the accelerator a knocking sound could be heardHe drove the vehicle around the parking lot and pulled it back in to inspect it for anything that could be causing itHe did research on such noises in these vehicles with these engines and found an alarming amount of consumers that had "rod knock" or "piston skirtcracked" after 140,miwith no reason for itThe tech lifted the vehicle and inspected the flywheel
cracked" after 140,miwith no reason for itThe tech lifted the vehicle and inspected the flywheel for cracks (another known cause of a knocking noise) and found a few bolts that were not tight (not something we worked on)He tightened the bolts and installed the inspection shieldAgain, with no extra costsAfter all of this was done the tech drove the vehicle and found that the engine performed great but only knocked while pressing accelerator in drive but not in park while pressing gas pedal or while idling
At this point we had exhausted all measures we could think of to find a culprit for this noise and determined that it was rod knockWe called the customers to let them know that was happening but that the vehicle could be picked upThe customers took the Jeep around the block before paying and came back in we went over everything statedWe answered all their questions and explained that this sometimes happens when an engine has had coolant and oil mixing for a long period of time and that is why we explained to them from the beginning that we could not foresee issues with the engine if the coolant had froze, as wellEither condition could have caused this issueWhen asking the wife how long she drove it without heat before letting it sit she stated that she drove it for months like that and finally parked it because it would not runThey never stated this prior to repairs and this information indicated to us that she drove it for months on a blown head gasket because that was the sole reason it did not have heatThe heat did work after all of our repairs were finishedThey took the keys and signed the Invoice agreeing to the terms printed and we explained that there was nothing we could do for the engine and that we could not foresee how long the engine would lastThey left and we called the grandfather to tell him the above stated and he said "so basically it's a piece of crap, and probably shouldn't have put the money into it"He understood fully that we were not in the wrong and he gave us his credit card info to run and payment was processed
The next day we received a phone call from the wife and she apologized for leaving a nasty message (that we had not yet heard)She explained that the engine was very loud, louder than the day before and it just wasn't driving "right", and that it would not go into 4wd when she tried that morningWe told her to bring it back in and she stated that she would drop it off at 2pm and pick it up at 4pm before she had to take It to workThe tech test drove It again and stated that he could not tell if the bad tires were the reason for the noise or if the front wheel bearings were now roaringWe had already alerted them to the rear wheel bearings being noisy which they were going to return to Edward's and have done under warranty because they were inside the rear endWe also alerted them to all the noises that we heard while test driving it the day before and told them that they had a few other issues that we could not have known about because we were never able to drive the vehicle prior to all the repairsDuring this second visit, the tech found that the plastic bushing that attaches to the 4wd actuatorcable was missingHe stated that it had probably dry rotted and broke when she tried to put it into 4wd that morning in the coldIt was years old so it was a reasonable explanation, but he could not find anything else wrong with it in reference to her complaintHe did find that all of the shocks were either the wrong ones, missing a bushing, or installed wrong because the body of the Jeep was moving an inch or more between the shock and the mounting nut causing the noises we were hearing the day beforeHe tried to tighten them and none would budge, again, at no cost
When the wife came back to pick it up she was upset when we told her it would need further repairsShe said "we spent here, couldn't you throw us a bone"She was upset and angry and when her questions were attempted to be answered she cut those answers off with accusations of our character and integrity and asked how we could sleep at nightShe stormed out with her husband who was also yelling in the background while she wasHe came back a few minutes later while the manager was on the phone with a customer and had a customer and her year old daughter waiting in the office and he started yelling, screaming, and cursingThe manager tried to answer a few of his questions and address some of his name calling and accusations but finally asked him to calm down and, speak to her respectfullyShe stated that she would work with them on the cable and come to an amicable solution if he would calm down and speak to her respectfully to which he did not stop yelling the entire time and she continued to repeat that statement over and over to which he replied by screaming even louder that he was calmWe have the customer that was present and on the phone as witness to this occurrenceThe manager told him that if he didn't calm down she would call the police to which he replied that he did not care and went on to make more accusations about what had taken placeHe asked for the owner's phone number to which we cannot give outThe manager runs the facility with the backing of the ownerAfter he left the manager called the grandfather and alerted him to what was going on and the grandfather asked her if she had time to talk and they had an in depth conversation about the situation and the people involvedHe stated that he did not think we were In the wrong and he would not be disputing the charges with his credit card
We were notified the next day that there were slanderous ads on craigslist to beware others of our shop with accusations of the situationThe next day we were alerted that they were now making accusations that the driveshaft fell out while they were driving less than hours after getting their vehicle back even though their vehicle was In our shop at that timeWe were never notified of the driveshaft falling outWe called the wife and left a message explaining that we would gladly cover the driveshaft under warranty and that by the photo posted it looked as though the new part had come apart, but that we would look at and could get it in that weekShe called back and left a message what days would workwe left a message confirming for FridayThe husband called and left a message with us as wellShe called back today and we set an appointment for next week to look at the 4wd and the driveshaft
The original quote was not $We broke each repair down separately and kept them completely informed of additional circumstances and costsIt was agreed from the beginning that they would be repairing more than just the head gasketThe manager NEVER said any of the things she is being accused including that It was not her problem" she did state in order to try to fix the knock properly the engine would have to come apart fully and that it would be a total rebuild or engine replacementThis was done in an attempt to explain the how severe the issue wasWe are including copies of the signed invoice and the second invoice that was not signed due to them leaving abruptlyFurthermore, no funds will be refunded to the couple because they did not payThe grandfather has not contacted us for a refund and stated that he would not be
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
We received a complaint in regards to a Jeep Grand Cherokee Laredo 4L in-linevehicleWe would like to start by going over the events
that took place on and followed January 7th,
We received a phone call from a man about this vehicleHe said that he could not get it startedHe went on describing things he had tried and stated that it was not the battery because he had tried to jump start It and that was not workingHe informed us that he would be having it towed to our shop and explained that he wanted us to check the whole thing over and let him know everything that needed to be fixedHe stated that his wife had an inheritance from her grandfather and that they would be wanting to use it to fix the JeepHe stated that the Jeep was his wife's vehicleWe informed him that we were busy and usually tried to schedule vehicles inHe said that there was no hurry, it had been sitting for months, to check the coolant because he thought that is froze while it was sitting, and that it did not have heat, but that the blower was blowing cold air so' he did not think that it needed a blower motorWe told him that it might be a few days before we could get to it and again he assured us that he was in no hurryHe dropped off the keys when the Jeep was towed and again reassured us that he wasn't in a hurry
We had the Jeep for several days while trying to finish up scheduled work that ran over due to parts that had to be orderedWe are a small stall shop with employees and when we have a car tarn apart for a repair that we can't get parts for, we lose stall for days sometimes, unless the car is able to be pushed out and pushed back inOccasionally, we have issues getting cars pushed back in if there is snow or ice on the groundThe man called numerous times within those daysEvery employee in our shop works in the garage and the phones cannot always be answered and our voicemail explains what to do when we cannot answer which is to leave a message, email us, or find us on facebookOur voicemail explains to the customer that we may be with another customer or working on their car and that is why we cannot answer every timeWhen we did speak with him he stated that he wanted to know what we had found out with the JeepWe explained that we had started trying to diagnose it where it sat in the parking lot and that the intake cleaner box had blown off in the tech's face from the vehicle backfiring so badlyThe customer stated that he had broken that prior and not to worry about itWe explained that we were still trying to track down the reason why it would not startWe are not sure if day or several passed until we were able to finally diagnose the no start issueAn inquiry to our phone records would let us know definitivelyThe customer kept calling and so would his wifeSometimes they would call within minutes of each other, upon review of the caller IDWe spoke to the man and he was upset with the time it was taking to diagnose the JeepWe were confused by his anger because he had stated that he was in no hurry to get it back because it had been sitting for monthsHe said that he knew he said that but did not think it would take this long (approxweek)The tech was able to diagnose the no start issue after studying wiring diagrams, researching common issues, and testing spark, fuel, and multiple sensorsWe called the man and explained that it needed a camshaft position sensor and the costs associatedAlthough, the tech had many hours into the diagnoses we only charged the time to perform the repair with a half an hour diagnosesThe man gave the ok to do the work and we replaced
the sensorThe Jeep started up but was running extremely poorlyThe coolant was gallons low and bubbling up out of the reservoir although the temperature gauge was way below operating tempFumes from fuel and exhaust were coming up from the bubblesThe tech performed a coolant pressure test to make sure that no coolant leaks were external since the customer thought the coolant had frozeWe checked the freeze plugs and the block and no coolant was leaking externallyWe advised the customer that the lack of heat was due to the coolant being so low and the head gasket being blownWe explained that we could not know for sure if there was internal damage of the engine if the coolant did actually freeze or if the head gasket had been blown for a long period of timeWe explained the costs associated with all of the repairs that the Jeep needed and explained that the vehicle would not stay running on its own and would die when put in drive so we could not test drive to thoroughly check the vehicle over for noises, rattles, tire pull, alignment, etcHe advised us that he thought the transmission and transfer case leaks and the rear differential (rear end) were all just serviced with Edward's Transmissions and that they should cover them under their warrantyI advised him to call and make sure they wouldHe explained that he had to check because the repairs were done before the vehicle had sat and that warranty was only monthsHis wife, the owner of the Jeep, also called and the same things were explained to herIt was obvious that the couple was not communicating with each other and we had to tell them everything twiceShe stated the same thing as her husbandHe called back and said that he was looking at the receipt from Edward's and that he thought they had done a repair with the transmission, but apparently they had not and they only replaced the rear endWe could never get a definitive answer as to if the "rear end" meant the differential or the entire axle assembly with the differential, and if it was a new rear end or usedThey kept asking us what we thought it meant based on the price Edward's charged them and we told them we had no ideaThey called back again and said that even though they were out of warranty on the rear end that Edward's was going to reseal the differential for them under warranty since they had not put very many miles on it due to It sitting
During this time, the owner of the Jeep, stated that she would not be paying for the repairs and that her grandfather wanted to talk to meShe stated that he was years old and that he just wanted to know what all had to be doneHe called us and we spoke with him for a very long timeHe wanted to know if the Jeep was worth fixing since it was years old with over 184,000mi on itWe explained that we could not make that decision, but he wanted our assistance in helping him make that decisionWe looked of Kelley Blue Book value on the Jeep for him and had to check on all the extras the vehicle had to be able to do thisAgain, something we did not charge for but did anyway and took a great deal of time considering our work load at the timeThe vehicle appraised a little over $2kHe said he was surprised It was worth that muchHe stated that he bought the vehicle for her some years ago and he felt it wasn't worth putting any money into with an engine that had that many miles on itHe wanted to know the condition the vehicle was in and we expressed that we felt it was not taken care ofWe, also, expressed both sides to consider when choosing to buy a newer vehicle or fix this one, and told him that we really could not tell him which decision to makeHe stated that he would talk to his granddaughter but he did not think it was worth it
We got a call back from the grandfather the next day and he said that he talked it over with his granddaughter and she really wanted to keep the Jeep and she really liked it so they would go ahead
with the repairsWe went over which repairs were going to be made because, at this time, we still did not know anything about the transmission and rear end repairs from Edward'sHis granddaughter and her husband both called us, also, to tell us that he had okayed the repairsEven though, we did not have a solid answer as to If we were doing all of the repairs yet, we still went ahead and started taking the engine apart to remove the cylinder headThis job pays a fiat rate time of hoursWe explained to the owner's husband that the head would have to go to a machine shop to be pressure tested, cleaned, machined, and a valve job performed so that we did not put a head back on the may be compromisedWe stated that this could take up to a week depending on how busy the machine shop was and that the last heads we sent took daysWe, also, explained this to the grandfatherWe waited at least days before receiving a call from the machine shop stating that the head was cracked beyond repair, but they had one that had a smaller crack that they could weld that they could sell usI called the customer to alert him to the changing price and he stated that the grandfather would have to be calledHis wife called us to give us his phone number and we called him to tell him the situationHe okayed the work, but discussed with us that this was why he didn't want to do the repair in the first place but that his granddaughter wanted to keep the vehicleUpon reviewing the crack in person we found a very thin crack that was not very easy to see and was found by pressurizing the head with a foam substanceThe crack spanned almost the entire width of the head while the repaired head showed a inch welded areaWe were able to pick up the repaired head approxdays later making the machine shop time approxbusiness week
We had to move the Jeep outside while we were waiting on the machine shop so that we could'use both stalls to repair vehiclesThe Jeep had to sit outside for a few days or more while we were trying to finish other heavy line repairs on vehicles that were taken apart alreadyDuring this time we spoke to the husband and wife and updated them on the status of the vehicle and that we would call them when It was finished with an estimated finish dateThe tech made the head gasket repairs and a few other repairs that were approved, but we were still trying to find out if we were doing the transmission and transfer case input and output shaft seals that were leaking transmission fluid badlyWe called the grandfather to approve this repair and he said go ahead and do it because he wanted it to not need a bunch of repairs after this, but not to do the rear endThe tech finished the engine repairs and started the Jeep and found no oil pressureHe tested the oil pressure switch and we replaced it even though the readings from it were within specAgain, at no labor costThe switch looked like it had been mangled and was twistedThe oil pressure was still just above zeroWe made an estimate to replace the oil pump and called the grandfather and the repair was approved with another estimated day of completionThe tech made the repair but had trouble getting the parts until the next dayThe oil pressure was restoredTech removed the transfer case afthis time and replaced the seal to the transmission and the transfer caseTech found the the front driveshaft cv joint was binding up and we called the grandfather to approve replacing the shaft while we had the old one outWe waited until the next morning for the part to be delivered and put the new part inTech let the vehicle finally run to bleed the coolant system of air and the engine sounded greatOnce the tech put the vehicle in drive and pressed the accelerator a knocking sound could be heardHe drove the vehicle around the parking lot and pulled it back in to inspect it for anything that could be causing itHe did research on such noises in these vehicles with these engines and found an alarming amount of consumers that had "rod knock" or "piston skirtcracked" after 140,miwith no reason for itThe tech lifted the vehicle and inspected the flywheel
cracked" after 140,miwith no reason for itThe tech lifted the vehicle and inspected the flywheel for cracks (another known cause of a knocking noise) and found a few bolts that were not tight (not something we worked on)He tightened the bolts and installed the inspection shieldAgain, with no extra costsAfter all of this was done the tech drove the vehicle and found that the engine performed great but only knocked while pressing accelerator in drive but not in park while pressing gas pedal or while idling
At this point we had exhausted all measures we could think of to find a culprit for this noise and determined that it was rod knockWe called the customers to let them know that was happening but that the vehicle could be picked upThe customers took the Jeep around the block before paying and came back in we went over everything statedWe answered all their questions and explained that this sometimes happens when an engine has had coolant and oil mixing for a long period of time and that is why we explained to them from the beginning that we could not foresee issues with the engine if the coolant had froze, as wellEither condition could have caused this issueWhen asking the wife how long she drove it without heat before letting it sit she stated that she drove it for months like that and finally parked it because it would not runThey never stated this prior to repairs and this information indicated to us that she drove it for months on a blown head gasket because that was the sole reason it did not have heatThe heat did work after all of our repairs were finishedThey took the keys and signed the Invoice agreeing to the terms printed and we explained that there was nothing we could do for the engine and that we could not foresee how long the engine would lastThey left and we called the grandfather to tell him the above stated and he said "so basically it's a piece of crap, and probably shouldn't have put the money into it"He understood fully that we were not in the wrong and he gave us his credit card info to run and payment was processed
The next day we received a phone call from the wife and she apologized for leaving a nasty message (that we had not yet heard)She explained that the engine was very loud, louder than the day before and it just wasn't driving "right", and that it would not go into 4wd when she tried that morningWe told her to bring it back in and she stated that she would drop it off at 2pm and pick it up at 4pm before she had to take It to workThe tech test drove It again and stated that he could not tell if the bad tires were the reason for the noise or if the front wheel bearings were now roaringWe had already alerted them to the rear wheel bearings being noisy which they were going to return to Edward's and have done under warranty because they were inside the rear endWe also alerted them to all the noises that we heard while test driving it the day before and told them that they had a few other issues that we could not have known about because we were never able to drive the vehicle prior to all the repairsDuring this second visit, the tech found that the plastic bushing that attaches to the 4wd actuatorcable was missingHe stated that it had probably dry rotted and broke when she tried to put it into 4wd that morning in the coldIt was years old so it was a reasonable explanation, but he could not find anything else wrong with it in reference to her complaintHe did find that all of the shocks were either the wrong ones, missing a bushing, or installed wrong because the body of the Jeep was moving an inch or more between the shock and the mounting nut causing the noises we were hearing the day beforeHe tried to tighten them and none would budge, again, at no cost
When the wife came back to pick it up she was upset when we told her it would need further repairsShe said "we spent here, couldn't you throw us a bone"She was upset and angry and when her questions were attempted to be answered she cut those answers off with accusations of our character and integrity and asked how we could sleep at nightShe stormed out with her husband who was also yelling in the background while she wasHe came back a few minutes later while the manager was on the phone with a customer and had a customer and her year old daughter waiting in the office and he started yelling, screaming, and cursingThe manager tried to answer a few of his questions and address some of his name calling and accusations but finally asked him to calm down and, speak to her respectfullyShe stated that she would work with them on the cable and come to an amicable solution if he would calm down and speak to her respectfully to which he did not stop yelling the entire time and she continued to repeat that statement over and over to which he replied by screaming even louder that he was calmWe have the customer that was present and on the phone as witness to this occurrenceThe manager told him that if he didn't calm down she would call the police to which he replied that he did not care and went on to make more accusations about what had taken placeHe asked for the owner's phone number to which we cannot give outThe manager runs the facility with the backing of the ownerAfter he left the manager called the grandfather and alerted him to what was going on and the grandfather asked her if she had time to talk and they had an in depth conversation about the situation and the people involvedHe stated that he did not think we were In the wrong and he would not be disputing the charges with his credit card
We were notified the next day that there were slanderous ads on craigslist to beware others of our shop with accusations of the situationThe next day we were alerted that they were now making accusations that the driveshaft fell out while they were driving less than hours after getting their vehicle back even though their vehicle was In our shop at that timeWe were never notified of the driveshaft falling outWe called the wife and left a message explaining that we would gladly cover the driveshaft under warranty and that by the photo posted it looked as though the new part had come apart, but that we would look at and could get it in that weekShe called back and left a message what days would workwe left a message confirming for FridayThe husband called and left a message with us as wellShe called back today and we set an appointment for next week to look at the 4wd and the driveshaft
The original quote was not $We broke each repair down separately and kept them completely informed of additional circumstances and costsIt was agreed from the beginning that they would be repairing more than just the head gasketThe manager NEVER said any of the things she is being accused including that It was not her problem" she did state in order to try to fix the knock properly the engine would have to come apart fully and that it would be a total rebuild or engine replacementThis was done in an attempt to explain the how severe the issue wasWe are including copies of the signed invoice and the second invoice that was not signed due to them leaving abruptlyFurthermore, no funds will be refunded to the couple because they did not payThe grandfather has not contacted us for a refund and stated that he would not be
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***