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AutoCraft Collision Repair Specialists

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AutoCraft Collision Repair Specialists Reviews (4)

Complaint:
I am rejecting this response because:After several calls to Toyota dealers in the area (San Luis Obispo and Santa Maria) to see if they had the steering wheel clock spring, these dealers told me that they have to order it, as this is not a common part they replace. I then called the Toyota dealers in Bakersfield and one of the dealers in Bakersfield did have one. On thursday 10/28/17, I drove to Bakersfield to have the steering wheel clock spring replaced. As I showed the paper provided by the bodyshop saying that they had already diagnosed it and based on the noise it was making, the tech did confirm that most likely it was the steering wheel clock spring. I directed them to skip the diagnosis and just replaced the clock spring to save time and money on the diagnosis. The tech did say that this is not a part that usually breaks, unless the steering wheel is not removed properly. I told him that I had taken it to a body shop for the passenger rear door repair and asked me for the paperwork of what exactly they did (The bodyshop never provided me with the paperwork of what exactly was done to repair the passenger rear door). They replaced the steering wheel clock spring and the noise is now gone, the SRS light cleared and all control buttons are now working. The cost of this repair came up at $459.27.One thing that I did notice when I picked up the truck from the body shop is that one of the screws that holds a plastic cover beneath the steering wheel was missing. I did mention this to *** when I dropped off the truck to troubleshoot the noise. I had never done or taken my truck for any repair anywhere, that could explain why this screw is missing and I am not sure why they would mess with the driver side if all the work was done on the read passenger door.There is just no way that the steering wheel clock spring "JUST COINCIDENTALLY" failed while at the shop. I am an engineer and I can tell you that things don't fail like that. If I was to say this to my boss that things "JUST COINCIDENTALLY" failed while not being in use, I would probably be looking for another job now.I am requesting the body shop to take full responsibility for this damage as:1) There was no damage to this part, no noise, no SRS light when it entered the shop. They should have done a inspection report when I first dropped off the truck and noted things that did not work or in this case, the steering wheel would have been too obvious to note. I am attaching the invoice for the Toyota dealership.2) Regarding the rental vehicle. I did talk to a lady when I schedule the work. I told her that I needed the truck back by 9/10/as I had to be at Disneyland on 9/11/for a company picnic. She called me back and said that if I took the truck on 8/29/17, I would have the truck back before my trip. I dropped off the truck at 5:PM on Tuesday 8/29/17. I called back on 9/6/and *** told me that the truck would not be ready by 9/10/and offered me a rental truck. I accepted their offer, but I asked if I could pick up the truck by noon on 9/10/as I had a dinner at Disneyland at PM. I called back *** on 9/10/@ AM to check on the status of the rental truck, he said that he had called Enterprise Rental in Paso Robles and that they truck would be ready for pick up by PM. I went to pick up the truck and they told me that they were told that they truck be there by PM and not PM as *** had advised. I picked up the truck at 3:PM and left Paso Robles until 4:PM. I did not get to Disneyland until 10:PM, missing the company dinner I was supposed to be at PM. I appreciate their offer for the rental truck, but the bad planning on the part made me be late for a nice dinner at Disneyland
Regards,
*** P***

Complaint: 12400232
I am rejecting this response because:Sir:Toyota would charge me $90/hr per hour to troubleshoot the problem.  The tech estimated two hours.  When I told them about your diagnosis and when he turned the steering wheel and heard the noise, he was absolutely sure it was the clock spring.  If I had them do only the troubleshooting, I would had to pay the $180 and I would then have to go back and forth to you to resolve the issue.  They quoted ~$150 for the labor to replace the clock spring.  As you notice, replacing the clock spring was cheaper than having them do the diagnosis.   In addition, the diagnosis would take 2 hours.  The replacement of the clock spring took them about 1.5 hours.  In the meantime, I would be driving with SRS light on and put in me at risk in case I got involved in an accident.  I had to drive to a conference in San Diego last week and I did not feel comfortable driving the truck like that.  I have a family that depends on me.  If, god forbid, I got into an accident on my way there, and the air bag did not work as intended, we would be talking about a more serious event, assuming I was still alive - not worth the risk.  Also, I am not used to drive long distances without the cruise control.  Not worth getting a speeding ticket.  I just got back to town, thus the reason for the late reply.A couple of things on your email that puzzled me as well - you mentioned that the truck was missing the holding screw possibly after being detailed.  I am not sure what the detail work consisted of, the truck was full of dust when I picked it up.  You could even write on the dashboard with your finger.  The seats were full of dust.  Not sure if the doors or windows were open while being worked on.  This was the last of my worries after noticing the click noise on the steering wheel.  I should have mentioned this to you that same day.As your comment regarding the challenger disaster due to the o'ring.  I actually remember my materials engineering professor talking about this in class a lot and blaming the NASA engineers for not taking materials engineering more seriously.  This was his way of saying that this was a very important class to pay attention to.  The reason for the O'ring failure was that materials used was not designed for the low temperature they were going to be exposed during lift off.  He talked about this so much and I still remember the advise he gave as an engineers to always do the right thing and in case we knew we had designed something bad.  He advised us not to hide problems that could become life threatening.  He said the truth always comes up.I also asked Toyota if they was a recall on this - premature failure of the steering wheel clock spring, and they checked their database and told me that there was nothing on this.Regards,
[redacted]

I sincerely apologize you feel this way as we do everything we can to make sure that our customer is taken care of and satisfied with our work. Regarding the statement you made about not receiving your paperwork- we have every customer sign their repair authorization before driving the car off our property, showing they are picking up the vehicle, and we make them a copy to have as their receipt, along with their estimate of record. We have your signed copy in our hard file. It is our protocol to give every customer their final paperwork. If you misplaced it, we would be more than happy to email you a copy of it again. When we talked about the clock spring, you had stated that you were going to have Toyota diagnose it to see if we caused the damage. In the conversation we had, I did state that if Toyota diagnosed and it was in fact our fault, we would pay for it. However, you had them replace it without diagnosing it first. I am a little puzzled as to why would you just have them replace it with no diagnosis.You mentioned a screw missing from plastic cover beneath the steering wheel, what you actually were referring to was the kick panel, a part no way even connected to the steering wheel. I informed you that we did not get into it and the detailer might have vacuumed it up by accident. We would be happy to replace that plastic nut in your kick panel for you.While your vehicle was being repaired in our facility, it was being moved in and out of the two shops during the repairs and when we would lock it up at night. The SRS light was not on during our final inspection because we cannot release the vehicle back to the customer with the SRS light on. It came on later that evening, which tells me that is when the clock spring failed, which trigger the SRS light coming on.As an engineer, I am sure you are aware of story of the space shuttle challenger disaster where the O-ring failed during liftoff. My correlation here is, sometimes things do fail as it is an imperfect world. I apologize for the inconvenient of this timing of your clock spring failing. I would also like to apologize about the rental car company, we tried to get you a vehicle that day. I personally called to buy a vehicle just so you could have one. Unfortunately, we could not get the rental vehicle that was promised to us at 12 pm and I couldn’t purchase a vehicle fast enough for you. I am truly sorry for the inconvenience this has caused you and the dinner that you missed.

Mr P[redacted] dropped off his vehicle for a repair for a right rear door dent. He dropped off his vehicle on 8/29/17 for repairs and we removed items on right rear door and right front door to do the repairs. We had to submit a supplement to the insurance to get approval for misc. operations to do the...

repairs correct. Mr P[redacted] vehicle did take longer than inspected due to a decal that was damage in install which needed to be reorder and the supplement approval process. [redacted] talked to the customer to tell him about the delays he said he need his truck due to going on a family trip. [redacted] talked to me about Mr P[redacted] trip and I offered paying for a rental vehicle so he could still make his trip. Mr P[redacted] agreed and we set up the rental at enterprise rental car. When the customer picked his truck [redacted] asked me to look at the steering wheel due making a clicking noise like something was loose inside the steering column. I told the customer that I hear the noise but we never removed the steering wheel and just drove it out of the shop and back in the shop. The customer called [redacted] later that day saying the the Airbag light came on I told [redacted] to have him come back in and we will scan it for him. The customer dropped it off on Monday afternoon 9/19/17 we could not scan it that day. We scanned it Tuesday and codes B1801 and B1811 came up and wouldn't clear both code are from SRS/ AIR bag system saying it wasn't connected. I called the insurance to see if this might be part of the claim and the insurance would not pay for it because it was a minor dent on the opposite side. I called the customer 9/20/17 at 9:35am to go over what the insurance said and what the scan said I asked him if he would like I would remove the steering wheel air bag for free to see if it was just disconnected somehow, he agreed. I called Mr. P[redacted] back 9/20/17 at 10:44am to ask him if he could come to look at it so I can show him what I am seeing he said he will be here around 4:30pm. Mr. P[redacted] came by he looked at the steering wheel I showed him that everything is connected and that I believe that the problem is the clock spring in the steering column. Mr. P[redacted] kept saying it wasn't like this when he dropped it off and that we must of did something to damage it and that he wanted us to pay for it. I told him that I know that we didn't do anything that could of damaged the clock spring and told him when I left it was making a clicking noise and then later the Air bag light came on if we damaged it the Air bag light would have been on before he left. Mr. P[redacted] was still not happy with us not paying for it I told him if he really thinks that we damage it he can take it to the dealer and they can diagnose it and if they say it was caused by us I would cover the cost. He was mad saying it was going to cost over $100 to diagnose. Mr. P[redacted] asked if we can put it back together so he can pick it up I told him yes, when he came and picked up the vehicle I had him saying a release form due to the air bag light being on.

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Address: 3055 Blue Rock Rd, Paso Robles, California, United States, 93446

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