Auto World Auto Service

Review: On January 6th I dropped off my [redacted] F250 pickup truck to have the heater core replaced (part purchased by customer). I received a call on January 8th telling me the truck was finished and I could come pick it up. I inquired on the phone if there were any problems and was told there were no problems and it was ready to go. I drove my truck off the premises and then noticed a large crack on the dash cover directly in front of me. I went directly back to the repair shop and showed this to the mechanic and the shop owner. They stated that there had been a small crack when the mechanic was working on it, but I can testify there was no crack on the dash when I dropped off the truck to them. They refused to let me ask the mechanic directly about the crack and would not answer my question about why I was never called about this issue when they noticed it. The owner, [redacted] stated they would order the part and repair it an no charge to me. During the week of January 12th, 3 calls were made to the shop to inquire about the status of the part order by my wife, [redacted]. She spoke to 3 different people who promised to have the shop owner or manager call her back, but nobody ever returned her calls. On Monday, January 19th I made a call to the shop and spoke with [redacted] who stated the part had not yet been ordered but they would take care of it right away. I was very angry at being treated this way and had my wife call to speak to them. She called and spoke with [redacted] who refused to acknowledge any mistakes were made and that they would order the part. [redacted] then called me back and stated they have ordered the part, but I would have to pay $118.00 for the part to have them install it, stating the original conversation with the shop owner did not take place about fixing this issue at no charge to us.Desired Settlement: The company should honor their original statement that they will order and replace the dash cover at no charge to me.

Business

Response:

Customer brought in vehicle for heater core replacement. Customer brought in his own parts. Since the work was all labor, customer got some discount as well. Labor for the heater core on 1998 [redacted] F-250 calls for 7.00 hours which adds up to $595 ($85/hr labor rate). Customer was charged $500 for the work performed which gives customer a savings of $95. To work on the heater core the dash of the vehicle needs to be removed. According to the mechanic the dash had a small crack that got worse. Customer was informed that if he paid for the part the labor would be done for free. The customer declined and later posted slander online for the car lot business that we own (Auto World Auto Sales) with bad language used in the comment section (which was later deleted by us). The car lot had nothing to do with this business yet this customer decided to post a negative review about us. Since the customer did that and also called and used foul language we refused his business and took the offer off the table to do the labor for free and informed the customer to take his vehicle somewhere else.

Consumer

Response:

I am rejecting this response because: #1 this not about the original cost of the service and #2 I was never informed of the "small" crack in the dash or given the opportunity to see for myself if I wanted them to continue with the work. As stated in my original complaint, when I requested to speak to the mechanic my request was denied. #3 the internet concerns happened after the final phone call where they refused to honor the original statement that they would order and replace the dash cover at no charge to me. Per their own words the internet comment was removed right after it was posted. After a week of phone calls never returned as promised and after being called a liar, I feel they should honor their original statement.

Business

Response:

In response of the rejection: #1 the orignial cost was brought into the equation because everything needs to be covered when discussing a matter. #2 when vehicle was dropped off customer signed estimate invoice informing them "NOT RESPONSIBLE FOR LOSS OR DAMAGE TO CARS OR ARTICLES LEFT IN CARS IN CASE OF FIRE, THEFT OR ANY OTHER CAUSE", also the request to speak to a mechanic is always denied because if anything needs to be discussed it is discussed with the office manager or owner in the office. If owner wants to involve any mechanic it is his right to do so, not the customer. #3 as explained about the refusal, after phone calls with bad language we refuse the right to accept the offer of replacing the part at no labor and customer paying for part. The internet concerns were only removed due to foul language yet the bad review stands on the facebook page for the car lot which did not have anything to do with this deal. The customer was informed that the part was ordered but as stated before we refuse to work on this vehicle due to bad response and bad review with foul language throughout the conversations and internet postings. The part was later canceled/returned.