Bill's On Broadway, LLC

It is obvious the person responding is not Jon, whom I had all my interactions with .I had already been to a Chevy Dealer ( [redacted] Chevrolet), and ( [redacted] Automotive) for the engine light issueBoth which said the timing chain needed replacedI chose to get the repair done at Bill’s on Broadway (BOB) after they came up in a google search for the Grove City area near my work locationI spoke with Jon on the phone to make an appointment to drop my vehicle offWhen I dropped my car off at BOB, I also spoke with JonI told Jon that I was already told I need a timing chain replacement and I hear a noise mostly at acceleration, and that’s also when the light pops on tooJon told me that he did do a timing chain the week prior on the exact type of car I had, and they are known for timing chain issues, but they would be checking it out and make their own assessmentAfter BOB inspected my vehicle, Jon called and said “I’m surprised, you’re car has been well maintenanced, and you do not need a timing chain replacement”He then explained to me that I had carbon buildup in the motor and about the other recommended items, and that the only other thing that was found was the sway bar needed replacedI had Jon speak with my husband and I also spoke with Jon several more times before approving the repairs that he said would take care of everything wrong my vehicleHe repeated several times that they could tell my vehicle had been “well maintenanced” and the process in which they made the determination that it did not need a timing chainJon said they used a stethoscope and did not hear any noise and several other tests to eliminate the timing chain needing replacedIn the response, you say “The technician had to look further to determine why the code was back and believed that dirty oil and lack of maintenance and life had caused the timing chain to wear out.”, but yet Jon stated several times my car has been “well maintenanced”In fact, my car has been well maintenanced and I’ve had several other repairs done on the vehicle since I purchased it just over a year ago.You said in the response “ [redacted] also did not mention noise when the vehicle was idling:, yet you listened with a stethoscope and did not hear any noise is what you told me.Also, you say “ [redacted] says she called Friday morning and was told that the mechanic was not inA mechanic was here as was the Service Writer.” I was told the mechanic was in North Carolina and wouldn’t be back until Tuesday due to a ceremony for his son in the military that was being awarded stripesThat there was only a gentleman that was going to collect more information for the mechanic to determine what is wrong with my carShirley was also in the room when Jon told me it would be $to replace the timing chainI asked if that was after some sort of deal since I paid almost a $to fix the car already that I was told would take care of all of the issuesThat is when Jon stated, “We are here to make money”Then, I went on about customer service and doing what is rightAlso about making a deal to do what is right knowing the markups on parts and labor that making it right would not make or break the companyI truly believe they should have tried to rectify the work they did to repair the major issue that did not fix my carAlso, what BOB wanted to charge was more than the dealerJon said “Really we are more than the dealer?” By the time I left, Jon had me in tearsYou can ask Shirley, the witness.I do not appreciate, the comments such as “Often when a customer is limited financially, the customer will neglect automotive maintenance.” And “We know she was looking for a cheap fix.” Those are slandering, malicious statements made towards me that are very inappropriate

*** did bring her Chevrolet Traverse LT to Bill’s On Broadway. Although she chose to come to Bill’s On Broadway, *** did drive past three auto repair shops while driving from her work place to Bill’s shop. The directions given upon arrival were that the check engine light is on
intermittently and she thinks a timing chain makes a noise on accelerationAlthough *** believes that the check engine light indicates the need for a timing chain, that is a possibility but is not always the case. The check engine light can come on if the gas cap isn’t on tight enough, or if the spark plug wires are bad or if the crevices of the engine got wet or if the oil is low or dirty or if there is bad or low octane fuel which could be causing misfiresThis is why Bill’s On Broadway does a thorough check of the vehicle and does not accept the word of *** *** or another shop regarding the diagnosis of any vehicle. The automotive technician, during his check found several codes indicating misfire on several cylinders. We also found the code Pwhich is related to low oil level, poor oil quality and poor maintenance or extensive mileageThe technician’s exhaustive check showed that the oil was dirty and required changing, there was a dirty throttle plate, and moisture in the brake fluid and the transmission fluid was old and past its useful life. The timing chain replacement requires that a shop pull the motor from the vehicle to view, test and replace. Replacing the timing chain is extremely labor intensive. Because the vehicle had various dirty fluids, it was recommended that these be changed first to see if this would correct the problems related to the check engine light and the noise upon acceleration. When changing the oil, there were no metal shavings found in the oil pan which if found, would have indicated that the timing chain was beginning to fail. *** also did not mention noise when the vehicle was idling which is another indication of timing chain failure. Upon completion of the repairs, the Traverse was test driven and there was no noise in the motor*** says she called Friday morning and was told that the mechanic was not in. A mechanic was here as was the Service Writer. *** did bring her vehicle back to the shop on Monday, October Codes were checked and the misfire codes did not come backThe Pcode did come backDriving the vehicle with dirty oil and going long periods between oil changes or running on low oil will wear out the timing chain. Bill’s On Broadway again followed the diagnostic procedure to verify proper operation of the engine***’s paperwork to the Revdex.com includes a report from *** ***. This report was published after the first repair by Bill’s On Broadway and shows Code Pand states “…the most likely solution is: Replace Timing Chain(s) and Related Components”It appears that *** did not understand that fuel injection cleaning, the engine flush and oil change were needed to clean the motor to allow it to function properly and smoothly. This was a necessity and required for the operation of the vehicle but it was only a first step. The technician had to look further to determine why the code was back and believed that dirty oil and lack of maintenance and life had caused the timing chain to wear outIt is the goal, but at times, the first step may not fix the customer’s problem*** was never told that the flushes, cleaning and oil change would take care of the problem. We know that she was hoping that this would be the cheapest fix. A quote was put together to replace the timing chain and camshaft. Had the shop not previously done the engine cleaning, the oil change, and throttle plate cleaning, these items would have been included as part of the cost of replacing the timing chain. After listening to *** tell the Service Writer that the shop could credit some of the maon parts and refund some of the charges for labor or discount the timing chain repair, the Service Writer did tell ***, “We are a business and we are here to make money”. It is a given that all shops and companies are in business and need to make money but the goal of any company is take care of the customer first. Had *** been a long-time customer of Bill’s On Broadway, we would have been taking care of her Traverse like it belonged to us and she would not have accumulated these problems and the $charge would have been spread over a period of months as required for maintenance of the TraverseThe shop’s goal is to teach our customers to do the regular and required maintenance so they will not have big repairs later. Bill’s On Broadway understands the financial difficulty that comes with owning and maintaining an automobile. Often when a customer is limited financially, the customer will neglect automotive maintenance. The amount paid by *** was for the technician that used the scanners to check for codes and for parts installed and the technician’s labor for the repairs made. *** was very upset that the oil change, injection cleaning, transmission cleaning, and engine flush did not resolve the problem and pushed for discounts and credits and refunds but the work was done and had been discussed with *** prior to doing the repairs and had been approved by ***. When *** brought the Traverse back to Bill’s On Broadway, the mechanic again used the scanner to test for codes and also did a test drive and examined the vehicle. This was done at no charge to the customer. We know she was looking for a cheap fix. Yes, the timing chain repair is expensive and as said before the previous work would have become part of the timing chain repair cost. Bill’s On Broadway does not take advantage of our customers. We give them great detailed information regarding all repairs so that each customer can make an informed decision. Bill’s On Broadway will never make any repairs to a customer’s automobile unless we have approval for the work to be done. *** did approve all repairs and the repairs were done as stated to *** therefore, there can be no refund

Your letter of December 15th, addressed to Bills on Broadway regarding the above-captioned Complaint has been forwarded to me. Enclosed you will find the Invoice for this work and the credit card payment slip for the payment in full made today by MrsGleich in connection with this matter
Apparently, the consumer decided that the Complaint was not well founded and has elected to pay the bill in full and pick up the vehicle

The truck that *** *** had towed to the shop is a Ford FSuper Duty Piwithmiles at May 27, The address for *** *** is ***, ** so he is not located close to our shop.From what I see in the complaint letter, after Bill’s on Broadway repaired the truck,
the truck was driven miles, broke down and was taken to a Ford dealershipIf my parts were the cause of this break down, the warranty company would have covered the repair It looks like there were other causes that were not related to my repair and as far as black tape on the sensor wire I have no clue and no answer for thatThe next break down happened and the truck was taken to another Ford dealership which the warranty company did not cover **re repair was needed due to wiring and black tape. Why didn’t the first Ford dealership see or fix this black tape wiring problem? So with this being said, we cannot control what goes on with each person’s car while they are traveling and that is why we have this 36,mile/**nth warranty in placeIf another thing breaks on the car that is not the part we replaced then it is not coveredThe customer is responsible for the repair on their carWe do the best we can to foresee repairs needed in the future, and we are sorry the customer is having a bad experience with his truckSince the warranty company did not cover the repairs needed after miles from Bill’s on Broadway, it would appear that our repair was not the problem and that something else went wrong Bills on Broadway does not feel we are to blame for additional repairs needed to the truck Thank YouBy William D*** PresidentComplaint #***

It is obvious the person responding is not Jon, whom I had all my interactions with….I had already been to a Chevy Dealer (*** Chevrolet), and (*** Automotive) for the engine light issueBoth which said the timing chain needed replacedI chose to get the repair done at Bill’s on Broadway (BOB) after they came up in a google search for the Grove City area near my work locationI spoke with Jon on the phone to make an appointment to drop my vehicle offWhen I dropped my car off at BOB, I also spoke with JonI told Jon that I was already told I need a timing chain replacement and I hear a noise mostly at acceleration, and that’s also when the light pops on tooJon told me that he did do a timing chain the week prior on the exact type of car I had, and they are known for timing chain issues, but they would be checking it out and make their own assessmentAfter BOB inspected my vehicle, Jon called and said “I’m surprised, you’re car has been well maintenanced, and you do not need a timing chain replacement”He then explained to me that I had carbon buildup in the motor and about the other recommended items, and that the only other thing that was found was the sway bar needed replacedI had Jon speak with my husband and I also spoke with Jon several more times before approving the repairs that he said would take care of everything wrong my vehicleHe repeated several times that they could tell my vehicle had been “well maintenanced” and the process in which they made the determination that it did not need a timing chainJon said they used a stethoscope and did not hear any noise and several other tests to eliminate the timing chain needing replacedIn the response, you say “The technician had to look further to determine why the code was back and believed that dirty oil and lack of maintenance and life had caused the timing chain to wear out.”, but yet Jon stated several times my car has been “well maintenanced”In fact, my car has been well maintenanced and I’ve had several other repairs done on the vehicle since I purchased it just over a year ago.You said in the response “*** also did not mention noise when the vehicle was idling:, yet you listened with a stethoscope and did not hear any noise is what you told me.Also, you say “*** says she called Friday morning and was told that the mechanic was not inA mechanic was here as was the Service Writer.” I was told the mechanic was in North Carolina and wouldn’t be back until Tuesday due to a ceremony for his son in the military that was being awarded stripesThat there was only a gentleman that was going to collect more information for the mechanic to determine what is wrong with my carShirley was also in the room when Jon told me it would be $to replace the timing chainI asked if that was after some sort of deal since I paid almost a $to fix the car already that I was told would take care of all of the issuesThat is when Jon stated, “We are here to make money”Then, I went on about customer service and doing what is rightAlso about making a deal to do what is right knowing the markups on parts and labor that making it right would not make or break the companyI truly believe they should have tried to rectify the work they did to repair the major issue that did not fix my carAlso, what BOB wanted to charge was more than the dealerJon said “Really we are more than the dealer?” By the time I left, Jon had me in tearsYou can ask Shirley, the witness.I do not appreciate, the comments such as “Often when a customer is limited financially, the customer will neglect automotive maintenance.” And “We know she was looking for a cheap fix.” Those are slandering, malicious statements made towards me that are very inappropriate

*** *** came to Bill's on Broadway on 5/21/to drop off his GMCSierra HD TruckCustomer stated the vehicle is overheating and the water pump and thethermostat was replace week agoWe found the radiator hose to be the cause of the overheating; the lower hosewas leaking coolantWe
recommended having both radiator hoses replaced andto have the coolant system flushed.*** approved the repair and the repair was done*** did pay the bill, and heleft the shop happy with the service he got.Yes my service adviser did have gal of antifreeze on the estimate and hadfound that error and he did correct the balance before the repair was approved.All Invoices have shop supplies on themIt is a calculated rate added to theinvoice*** and I did talk about what shop supplies are and what this costcoversSee copy.Yes any customer can go to the parts store and get parts at a lesser costIexplained to *** that I am not in the parts business; I provide a service, and thatwe are an auto repair service centerAlso he would have to go home and do thejob himself and he would not have a warranty with itSo with that being saidwhere is the value in it?This is D***'s first experience with Bills on Broadway and from what I see, theother shop did not take care of his repairIf the repair had been done right by theother shop when replacing the water pump, the overheating would never havehappenedWe did charge a fair rate for his repair and we do feel sorry that hedoesn't see the value or quality in this.*** ***, President 6-5-