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On 9/24/11, I had my 2002 F150 pickup towed to B&M Auto specialist after my son notifying me that the vehicle would not start. I received a call on Monday, 9/26/11 from [redacted] saying it was the fuel pump and he quoted an estimate of $350.00 for repairs and parts. I said "okay, not too bad"..he then said, but I need to further diagnose it and see if it's anything else but I can't do that until I replace the fuel pump. I said okay just give me a call back. On 9/28/11, I received a call from [redacted] saying it's also the manifold and he mentioned other words that I didn't understand. He then quoted me a price of $1166.00 to repair the total issues (fuel pump, manifold and labor costs). I said, gee that's a big jump. Are you certain that all these repairs are needed at this time or will the replacement of the fuel pump correct the immediate issue with the "stop and delay starting"? He said, no everything is needed now and we have already done the work. I said, you've done the work without my permission...I was okay with the fuel pump but at $350 but this wasn't an expense I was prepared for. [redacted] replied, "yep, everything has been repaired young lady and it's ready for pick up". Although I was shocked at the amount, I called my son to meet to pick up money that I had to move around from other accounts and picked the vehicle up on 9/30/11. On October 12, 2011, my son notified me that the truck wouldn't start again and it was displaying the same signs as before "not starting or delayed starting". He had to leave the vehicle at home and catch a ride to work. I notified B&M and spoke to [redacted]. I informed him that I'm overly concerned because it's been less than two weeks and the vehicle was displaying the same issues. He said "no problem young lady. I'll have my tow guys pick it up tomorrow and we will look at it". The following morning, the tow company towed it from my yard to his shop. I spoke with [redacted] later that day for an update. He informed me it was a sensor and the tow fees, and labor with repair charges were to be about $380.00. I informed him that I was very uncomfortable with these charges because the exact same problems were occurring and I had just paid over $1200.00 less than two weeks ago. [redacted] then went on to lecture me on the importance of having an emergency fund for such events as people often have insurance for health and other things. I informed him that my emergency fund does not include paying B&M every two weeks and I now and very uncomfortable with his level of competence in providing the care my vehicle needed. He asked how I wanted to move forward. I informed him I would get back with him. I called him the next day and informed him that I didn't trust his services so I would be picking the vehicle up to take it elsewhere. He then said the only fees then would be for diagnostics and towing. I informed him that I would have expected to be given options for towing especially since I could have had it towed by my insurance company for free....and furthermore, the diagnostics should have been free since the vehicle was just there. I then said, whatever, I'm coming to get my vehicle. Before I got there, I received another call from someone named Steve who tried to win my services back. I informed him of my previous discussions with [redacted] which reflected poor customer service and lack of accountability and poor communication. For those reasons, I will take my vehicle elsewhere to be serviced. Steve then offered to match the fees because more than likely it's the sensor. I said no thanks but maybe I'll paths will cross again. Since the vehicle was able to start, we drove it for a few days and took it to LDS Automotive when it stopped again, which was late October. The owner/mechanic [redacted] informed me that it was the fuel pump. I said no way because it was just changed. He showed me the undercarriage and said there is no way the fuel pump was changed because the current was is very dirty and it appears to be the original one. He even showed me where the year of 2001 was imprinted on the hose which suggested the work proclaimed by B&M was never performed. He quoted me almost $700.00 to have the work done and I agreed to it. [redacted] has written a letter detailing the exact work needed to repair the "stop and delayed starting" issue and strongly suggested I pursue reimbursement of all previous fees from B&M because the fuel pump had not been recently replaced prior to his services.

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Address: 1516 FM RD 157, Mansfield, Texas, United States, 76063


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