Automotive Procare

Initial Business Response /* (1000, 5, 2014/08/02) */
Miss *** brought her truck in, complaint was vehicle would crank a long time but not startWe diagnosed the issue as a weak fuel pump, we quoted her an exact price for the repair which included the parts installed, labor, and diagnosisShe
agreed to the repair work and we stayed late on a Saturday to finish the work as she had a trip planned the next dayThe oil leak she had repaired was unrelated to the fuel pump issue, however the tube/pipe she refers to was replaced because she brought the truck back with a complaint that it was difficult to fill the fuel tankWe found that a vacuum hose to the fuel system had collapsed, creating the issueThis may have happened simply due to age or it could have been damaged during the fuel pump replacement.We decided to accept responsibility and ordered the part overnight from the dealerMiss *** was provided with a vehicle to drive and the repair was done at no cost to her.She then returned about weeks later and stated her fuel gauge was not working properly.We agreed to look at it the same day but told her we weren't sure how much time it would take to find the problemShe declined our offer to give her a ride home and decided to wait while we looked at itShe was anxious so we again asked if she needed a ride and our shuttle driver took her to run an errand and brought her backShe was frustrated with the time it was taking but refused an offer of a loaner vehicle while we continued to work on itFinally she left with a friend and we continued to work on the truckWe determined the issue ultimately to a faulty sender located in the fuel tank, again we elected to accept responsibility for the repair and she was not asked to pay for anything, repair was done at no cost to her.We feel we have gone beyond reasonable means to satisfy these issuesWe sincerely hope this resolves this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with this response because for 1, the first time I authorizzed a FUEL PUMP, not a filter and relay to be addedThey never mentioned either of those when they told me about the fuel pump priceAnd another thing, when I recently brought the truck in to get the fuel gauge fixed, I told them it was the fuel pump yet they spent hrs "diagnosing" meaning they looked under the hood, the looked at the under carriage, talked to friends, worked on other cars, looked under the hood some moreThey finally looked at the fuel pump after a 3rd time of me telling them to drop the tank and look at the pumpFinally they said yes its in the pump which is what I told them the FIRST time when I first came inThen they took another hr to fix it, I didnt get a call back, I had to call them because I was on a deadlineI chose not to get a ride or car from them because I assumed they would look WHERE I told them to look right away instead of sitting there for hrs which is why im so angry in the first placeThey did not listen to the customer (me), they messed around for hrs when they should have looked at the pump like I told them to to begin withThey made me waste my afternoon by not doing this when the job should have taken a total of hrs at most instead of the it actually took
Final Business Response /* (4000, 12, 2014/08/12) */
In response to Miss *** complaint regarding installation of parts being installed that were not authorized, the price she was quoted for the repair did include the filter and relayA new filter should be installed when the pump is replaced and some manufacturers require that it be replaced to validate the warrantyDue to the nature of the electrical issues it appeared she was having the relay was replaced as a preventative measure, again to prevent potential warranty issuesAgain, the cost of these items was included in the repair estimateWhen she brought the truck in for the fuel gauge issue she was told we were busy but we would try to work it in that afternoon, regardless of what she thought the issue was we have to look it at before doing repairsWe believe her time expectations were unrealistic but we did try to accommodate her the best we could with the time/personnel availableShe was offered a courtesy ride or a loaner vehicle in case repairs took beyond the end of dayShe called just as vehicle was being reassembled and we were verifying the issue was resolved.Again we stayed late to finish her vehicle and the repair was done at no cost to her
Final Consumer Response /* (3000, 14, 2014/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reguardless of the amount of workers there and how busy they were, they should have checked the item I told them to check, which is what they diagnosed it to be hrs laterThey didnt have to check under the hood or under the carriage several times with a flashlight trying to find out what the problem wasThe point is I was right and they should have checked that right away, not stood their looking elsewhereThe only reason I denied any car/ride from this shop is because I didnt think it would take hrs to check the fuel pump like I told them to and also I had different meansWhat Automotive Procare is refusing to accept is that I, the customer, was right about WHAT was broken and THEY took hours to "find" the problemIf they would have checked right away, I would not have been so angry

Initial Business Response /* (1000, 5, 2015/11/21) */
We have spoken with the consumer and reviewed the service that was performed for them. We also took the time to review the one other thing that was recommended as a "heads up" service that may or may not need to be done within the next 6 months...

to a year or longer. The consumer is very adamant that the tires she purchased came with a rebate, though the rebate is for another set of tires of lessor quality. Ultimately we have mutually agreed that we will pay her the rebate in the form of a check to help try to satisfy this situation. thank you
Initial Consumer Rebuttal /* (2000, 6, 2015/11/23) */