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 issue. Both which said the timing chain needed replaced. I 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 location. I spoke with Jon on the phone to make an appointment to drop my vehicle off. When I dropped my car off at BOB, I also spoke with Jon. I 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 too. Jon 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 assessment. After 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 replaced. I 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 vehicle. He 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 chain. Jon said they used a stethoscope and did not hear any noise and several other tests to eliminate the timing chain needing replaced. In 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 in. A 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 stripes. That there was only a gentleman that was going to collect more information for the mechanic to determine what is wrong with my car. Shirley was also in the room when Jon told me it would be $3000 to replace the timing chain. I asked if that was after some sort of deal since I paid almost a $1000 to fix the car already that I was told would take care of all of the issues. That is when Jon stated, “We are here to make money”. Then, I went on about customer service and doing what is right. Also 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 company. I truly believe they should have tried to rectify the work they did to repair the major issue that did not fix my car. Also, what BOB wanted to charge was more than the dealer. Jon said “Really we are more than the dealer?” By the time I left, Jon had me in tears. You 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.

[redacted] came to Bill's on Broadway on 5/21/2015 to drop off his 2004 GMCSierra 2500 HD TruckCustomer stated the vehicle is overheating and the water pump and thethermostat was replace 2 week agoWe found the radiator hose to be the cause of the overheating; the lower hosewas leaking coolant. We...

recommended having both radiator hoses replaced andto have the coolant system flushed.[redacted] approved the repair and the repair was done. [redacted] did pay the bill, and heleft the shop happy with the service he got.Yes my service adviser did have 13 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 them. It is a calculated rate added to theinvoice. [redacted] and I did talk about what shop supplies are and what this costcovers. See copy.Yes any customer can go to the parts store and get parts at a lesser cost. Iexplained to [redacted] that I am not in the parts business; I provide a service, and thatwe are an auto repair service center. Also he would have to go home and do thejob himself and he would not have a warranty with it. So with that being saidwhere is the value in it?This is D[redacted]'s first experience with Bills on Broadway and from what I see, theother shop did not take care of his repair. If the repair had been done right by theother shop when replacing the water pump, the overheating would never havehappened. We did charge a fair rate for his repair and we do feel sorry that hedoesn't see the value or quality in this.[redacted], President 6-5-15

Your letter of December 15th, 2015 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 Mrs. Gleich 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.