B & B Auto Repair Inc

I will number my responses to Mrs*** to make my response more clear and concise
1. We were telling everyone we were two weeks behind but could fix their car if they were willing to waitWe also told them that if we had cancellations and it was possible to start earlier we would. Most of our customers were willing to wait or were having their cars brought in.
2. Neither us or the tow company knew she had an answering machine. We never heard a message saying to leave a message
3. Mrs*** is correct, her car was towed in as clearly stated on our invoice dated 7/29/2015. Sorry for the confusion. I meant to write had her car brought in and wrote brought her car in
4. We put a new water pump on her car because the old one was leaking. After a test drive called her and she drove the car home. The battery or charge light was not on when she picked up her car after the first repair
5. When the new pump went bad, we repaired the car under warranty, and test drove it on Thursday. The car started on its own Friday and we delivered the car to her home in *** ***. The battery or charge light never came on for us. It is not uncommon for some cars that are towed into us to have batteries that need to be charged. Most of the time simply putting them on the charger and making sure they are charging does the trick and we can give the car back without having to replace the alternator or the battery. I don’t know what happened, but apparently, from what she says, the charge light did come on for her. We never charged her for doing a charging system test, an alternator or a battery. We replaced the cylinder head gasket, cleaned the exhaust valves, installed a new timing belt, serpentine belt, and water pump. All of the parts were new and the motor runs good
6. We did not install a bad water pump and the job was done correctly. We just had a new part fail. That was fixed and the repairs that she had done to her car that she paid for work good. We inspected her engine and replaced all of the parts on it that needed it at the time. As you know her car was towed in leaking coolant and we drove it at least miles to make sure it was done before delivering it back to her after the new pump failed. The fact that she is having a charging system problem in unfortunate. I am sorry that she has more problems with her car, but I can’t be expected to replace or warranty parts that were never replaced by my shop or paid for by her because they were working when the car arrived and when it was delivered
7. I don’t know if this helps Mrs*** or not, I hope so. She has also written a letter to the Attorney General’s office and I am enclosing that and my response as well

I finally got my car back from B & B service Friday 10/9/2015. However, now my battery lite is on. The thought of taking my car back to either B & B or [redacted] is incomprehensive. More damage from these people may occur. It took B & B service almost 3 weeks to fix a water pump.I think...

they must have left a light on overnight or they used so much battery life while trying to find out what's wrong with the car. Either way my battery lite is shining brightly on my dashboard and it takes about two tries to get my ignition to turn over. To think it all started with an oil change at [redacted]. Now, 6000 dollars later to these two companies; my car is still a mess.By the way, [redacted] did call me for a third time. The yelling at me from the front office at [redacted] is totally unnecessary. [redacted] should probably hire professionals to talk to consumers. To call me at home constantly to yell at me is atrocious. If they have to decided to keep my money and not honor their warranty to consumers, then its an issue for the FTC or STOP FRAUD . gov.
I wish this business would just give me my money back so I can take it to the dealer. Between [redacted] and B & B service my car is damaged beyond repair seems like.. Maybe the dealer at Ford can give me a reasonable price for this junk I am driving now. Its going to be a while before I can save up for a new battery.

Complaint: [redacted]I am rejecting this response because:referring to case ID [redacted]. I am confused about the response. Are they saying that it took two weeks to work on the car; or are they saying it took one week to fix the car and one week to call me at home. I work nights and I am at home all day. I do have an answering machine. Even their first sentence is a lie. I did not bring the car in . I had the car towed in because B & B service desk person told me they could fix my car. Why would I agree to wait two weeks for service? B & B service is not the "greatest" auto repair shop in town. I need my car for work. For me to agree to have my car just sit on their lot for two weeks, is absurd. What customer wants their car to sit for two weeks on a car repair lot.? How pathetic is their logic. To undermine women like this. I paid 1000 deposit to get my car repaired right away. Why do women and/ or women of color have to take a back seat to other customers? I have no idea what a water pump is. In line "3' , why would B & B auto service say that I needed a water pump? To my knowledge [redacted] did not install a water pump. Again, why would this B & B person state a lie? On Thursday and Friday, according to B & B , they test drove my car. How can they test drive a car if they said my car battery was dead? On that note, Why would B & B drop off my car with a lifeless battery? My battery was not dead before. Why was my battery suddenly dead after they " test drove " the car twice. There are too many inconsistencies in this response. This is why I am frustrated. What Competent auto repair shop drops a car off at a customer's house with a dead battery??? After paying 6000 dollars to mechanics within 6 months, MY Car still sits in a parking spot . My car is not working; and these people wonder why I am so frustrated. I need my money back to take my car to a Ford dealer. Its obvious that they needed three weeks to install a "good" water pump instead of a "bad" water pump. How can I trust these people to put in a 'good" battery. Are the mechanics at B & B that unskilled to put in a "bad" water pump? Unfortunately being a woman and/ or a woman of color (who knows nothing about engines), I can't tell a "bad" battery from a "good" battery. I need to have competent people work on my car now. The thought of putting my keys in the hands of B & B auto service again makes my stomach turn. I don't call these people at B & B service because they are unskilled in car repair. B & B said they did not inspect all of my engine parts. Then, HOW did they know I needed a water pump only.?! Sincerely,[redacted]

When Mrs. [redacted] brought her car in to us for repairs the first time, we told her we were so busy that we couldn’t even look at it for two weeks.  We were able to work it into the schedule early and called her for authorization for the needed repairs.  She stated that the water pump was replaced at another shop.  We recommended taking it back to them for warrant repairs but she refused.  We were done in two weeks (ahead of the original time frame).  When we finished, we couldn’t get in touch with her.  We tried multiple times to call but she didn’t answer and there is no voicemail on her phone to leave a message.  Finally, after a week of trying to call, she answered the phone and we were able to get her car back to her.When one of the new parts failed for Mrs. [redacted], she called and said fluid was on the ground and we told her we would send a tow truck over and pick up the car that day.  We explained that only after looking at it would we would be able to tell her if it was warranty or not.  The tow company called her right after that and she didn’t answer the phone. This was on Thursday. We tried again on Friday, but we were unable to speak to her until Monday, when she answered the phone for the tow company.  They brought the car to us on Tuesday afternoon.  On Wednesday, we inspected the car and found out the new pump had gone bad and called to tell her that it was a warranty and we would fix the car, but she hung up on us before we could tell her.  On Thursday, we tried to contact her again but there was no answer, so we went ahead and did the warranty repair, test drove it, and parked it overnight.  We test drove the car again on Friday then re-inspected it and everything looked fine.  When the car arrived, the battery was dead.  After we completed the other repairs, we once again charged the battery.  Due to the lack of communication, we were never able to relay this information to Mrs. [redacted].  During the time we had the car the charge light was never on.  We drove the car twice, on two separate days, to ensure that everything we repaired was working correctly.We were finally able to reach Mrs. [redacted] on Friday and told her the car was fixed, that we were going to deliver the car to her, and that there would be no charge to her.  The battery light was not on when we delivered the car to her in [redacted].I know Mrs. [redacted] is frustrated, but unfortunately, I can’t control what happened to her at [redacted] or the fact that she is hard to reach.It is unfortunate for Mrs. [redacted] that we experienced a new part failure, but we did everything we could to take care of the problem for her at no charge and in a timely manner.  There are many parts on the car we didn’t touch or work on that have nothing to do with the fact that the head, head gasket, water pump, timing belt and associated parts and fluids needed to be replaced.  These were the parts we worked on and we warranty.  There are many other components to the vehicle that can potentially have a problem in the future but are probably not going to be covered by our warranty.  The transmission, brakes, front end, radiator, struts, air conditioning, heater, radio, tires, etc. are not going to be covered just because we replaced her water pump.  I told her when we delivered the car if she had any problems to call.  She didn’t.  This adds time to her inconvenience and the frustration of her not having a car to drive.  I will continue to try and give good service to Mrs. [redacted], if possible, but I believe she was so mad with the service she received before bringing the car to us that the well has been poisoned beyond repair.  If she won’t call or answer the phone, there is not much I can do.If you could persuade her to call if she has a problem, I would be happy to take care of her vehicle for free if it falls under the warranty. However, we will not cover any repairs that are not under the warranty, or any “warranty” repairs performed by another shop without prior authorization by B&B Auto Repair as described in our warranty policy.