Blaine's Automotive

Initial Business Response / [redacted] (1000, 5, 2014/05/08) */ The customer had his truck towed into the shop 2-17-As our customer provided invoice states, we diagnosed the vehicle to have a faulty fuel pump when it failed a fuel pressure test, and physical testing of the pump showed it to be faultyWe contacted the customer and told him that the fuel pump was faulty and needed replacement, and he approved the work on his vehicleHe also asked us to perform a coolant flush on his vehicleI told him we tested the coolant as he requested, but that it wasn't in need of service at that timeHe replied that he wanted it done anywayWe completed the repairs and delivered the vehicle back to the customerHe thanked me for getting it done quickly and left with the vehicle (fully operational) I received a call on X-saying that his vehicle was starting but having difficulty idlingHe had problems with it dying out and so forthHe told me that the fuel pump we installed must be faultyAfter asking some more detailed questions about how it was exactly dying out, and starting up, I told him I believed it wasn't the pump but something else entirelyI explained there were many common issues that caused this, mass airflow sensors, idle air control valves, ignition problems, etc, and to bring it in asap so we could get to the bottom of itWhen the vehicle arrived he also explained that he was hearing a light hissing soundWe tested the the fuel pressure and found it to have both factory specified pressure and volumeWe could always start the vehicle but at idle speed it wanted to run rough and die outWe removed the idle air control valve, and found it to be inoperative and Carbup severelyI called and informed the customer of the situationHe asked me repeatedly if it wasn't the fuel pump, that he didn't have a lot of money to be throwing at the vehicleI explained the situation completely, and that we were really busy with jobs and slid him in as a favor to get it resolved as quickly as possibleI received the approval to repair the vehicle but at the same time he inquired about the noise that he had heardI told him that in order to find the noise I needed to get it idling properly so I could hear itThat my first priority was to get him back on the road and that if the noise wasn't harmful or dangerous that I'd need to get him in another time, when it was convenient for him, to diagnose itHe agreed and approved the work to be completedWe replaced the idle air control valve and cleaned the ports of the carbon buildup, and it idled perfectlyThe vehicle was repaired and no more idling issues were found The customer came in and picked up his vehicleI showed him how it ran and idled properly and he thanked me again, but brought up the "noise" from the engineIt sounded to me at the time like a vacuum leakI explained to him that we once again didn't have the time to diagnose it properly at that time due to previously scheduled jobs and shop spaceThat to be certain of what it was that it should receive a smoke test, to determine if it was a vacuum leak at a simple hose or something as severe as an intake manifold that was slightly cracked or leakingHe said, "well how much is something like that?" I said that the test is normally but since I couldn't do it right away that I'd wave the fees as soon as he wanted it looked atHe inquired on how much an intake manifold cost to replace and I told him I didn't look it up for his exact model, but I'd done one recently that was that was a few years off and it was about I never gave the customer a written estimate for the repairs he was inquiring about for two reasonsReason one, it was a mute point without the proper testing of the vehicleReason two, it was off the top of my head in the parking lotI further explained to the customer as I always do, to any customer, "if you have any troubles with the vehicle, starting, idling, noise gets worse, or even something else, please call me immediately so we can get it figured out and resolved." I received no calls or communication from the customer with issues regarding his vehicle, until he called between 5-6am one morning and left a message on the company answering machineHe stated that he had taken his car for an alignment and the shop there had told him that I lied to him about the repairs that I "wanted to do" to his vehicle, (that they repaired it for 200.00)He used profanity and called me a thief and how he was going to tell his entire family and anyone that would listenI actually called him back not knowing what was exactly wrong since it was an extremely heated message and he was obviously upsetI left him a message that there must be some mistake, your vehicle was towed into the shop and left drivingThe second time I set aside other customers vehicles to help him out, because he was in a bind, and once again it left operatingI told him to please call me so we can get to the bottom of this and make you happyI received no call back or response until I received a letter from his attorney and this letter from the Revdex.com The fact of the matter is all the repairs were performed on his vehicle as we stated in our invoicesWe even showed the customer the old parts, and each time the vehicle left operatingThe customers attorney even stated to me that "He knew that we fixed his car, but felt cheated because we had supposedly said without a doubt that the intake manifold needed gaskets or replacing at the cost of 700.00"We never truly diagnosed the noise properly, and if we had, we would have given him a repair estimateIf he has one to furnish I'd understand, but we were talking hypothetical worst case scenarios that day, as he put it I am furthermore concerned that another shop would recommend to a customer to have themselves replace a "wrong or defective" part, instead of having him return to the shop of originEspecially since it was still within warranty I, like any other business, am here to make moneyBut I don't do it at the misery of others or at their expense Thank You, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I brought my truck in to MrBlaine's shopHe diagnosed it with a faulty fuel pump and I requested a coolant flushI called again about continued problems and he suggested it could be one of two thingsThe idle air control valve or possibly a leak in the intake manifoldHe suggested we do the cheaper of the two firstI told him okay for the idle air control valve I once again discussed with MrBlaine the noise from the engine and he said it sounded like a leak from the intake manifoldMrBlaine stated it could possibly cost $to repairAnd though he did not give me a written estimate he generally quoted repairs as suchMrBlaine stated I could drive the vehicle without harm until I had more money to repair it I took my truck to [redacted] for a front end alignmentIn passing conversation with the [redacted] mechanic I told him what Blaine's had said could possibly be wrong with my truckHe said he could take a look at it for freeHis diagnosis was that it was not the intake manifold that was causing the problemIn fact it was the Hoot Moun tube and it needed the correct idle air control valveBlaine's put the wrong idle air control valve in the truckI have the part that [redacted] removed as proof [redacted] completed the work for $which included a front end alignment ($71.76)My truck has been working great since [redacted] repaired it A few days passed and I was still very angry with MrBlaineI thought about how many times he repaired vehicles for my family and were they also led to believe what he said was trueOn my way to work I called and left him a messageI did not use any profanity nor did I threaten him personallyI did, however, make remarks about him being untruthful and stating that I would tell others about the kind of service he providedIn retrospect I should not have called when I was angryI did not want to go into his place of business and end up having a heated discussion which could have led to a more serious situationI do not know MrBlaine or his co-workers personally and do not know how they would respond to my concernsSo at that time I felt it was better to just leave a message and be done with itMrBlaine did call me back however I cannot receive telephone calls at workI still thought it was better not to confront him Attached are three invoices from Blaine's and Merlin's depicting what service was performed and the cost for your reviewThe idle air control valve that Blaine's replaced did not correct my truck problemThe idle air control valve that Merlin's replaced didObviously, the one from Blaine's was wrong MrBlaine's comments were written in a manner to show what a caring individual he isIn one part of his statement he refers to going out of his way for me and then in another part talks about he's in business to make moneyI understand a business is there to provide a serviceI know they are not there to be my friends, but what I do expect is honestyI know it will cost me money to have my vehicle repaired but I do not wish to pay for parts that are wrong or misdiagnosedI also do not wish to be price gougedMrBlaine can say anything he likes but the fact remains that Merlin repaired my truck for 1/of what Blaine's suggested and in a timely mannerMy final concern is "How do I know that my truck really needed a fuel pump based on his error diagnosing the idle air control valve?" Did I pay $for a fuel pump that was not in need of repair? Those are questions that kept coming to my mind and fueling my anger In conclusion, I am not going around demeaning Blaine's organizationI made a few comments out of angerI have many physical problems and spend a lot of money on medical issuesI know that doesn't mean anything but to me I have to watch every pennyI will concede the fuel pump costs but I do believe MrBlaine should compensate me for the other valve costsIf MrBlaine compensates me then everything would be overI regret this incident had to occur but sometimes you have to take a stand for what you believe inThank you for allowing me to present this information to you Sincerely, [redacted] Final Business Response / [redacted] (4000, 13, 2014/05/22) */ I think the customer has a misunderstanding of the basic details in this caseThe vehicle was never repaired to eliminate a noiseIt was repaired 1st because it had no fuel pressure and wouldn't startThe second time, days later, it was repaired because it wouldn't idle properlyThe noise was minor at the time and said that he would bring it back when we all had more time to look into it He has never said once that the vehicle failed to start or failed to idle properlyJust that there was a noiseWe never charged him for a "noise" repairIf there was fault with our work, it was fully under warrantyHe had someone else replace a warranty covered part and pay them for their service, when all he had to do was bring it back and get it done for freeHe says that I sound Uncaring in this matterFar from the fact, I care greatly about what others think about my company, and our reputationIf I had been given the opportunity to investigate it in the beginning, we wouldn't be hereNow I am supposed to believe what another shop says without ever having the opportunity to see any parts or the vehicle malfunctioning Actually the vehicle never did malfunction, even with the "incorrect Part" on itThey Just said it was wrong and charged the customer for itI think that is a terrible way to treat a customerThey outright stole his money and blamed us If he does have the part I would like the opportunity to inspect it to get to the bottom of this matterI have had miss boxed parts in the past that where for a similar applicationDoesn't mean that we maliciously installed the wrong part and tried to get away with itThere is no sense in that logic, and I'd never make that leap as a technician or owner in blaming another shop I've know this family for years, and wouldn't risk their business and my reputation for Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/05/08) */
The customer had his truck towed into the shop 2-17-As our customer provided invoice states, we diagnosed the vehicle to have a faulty fuel pump when it failed a fuel pressure test, and physical testing of the pump showed it to be
faultyWe contacted the customer and told him that the fuel pump was faulty and needed replacement, and he approved the work on his vehicleHe also asked us to perform a coolant flush on his vehicleI told him we tested the coolant as he requested, but that it wasn't in need of service at that timeHe replied that he wanted it done anywayWe completed the repairs and delivered the vehicle back to the customerHe thanked me for getting it done quickly and left with the vehicle (fully operational)
I received a call on X-saying that his vehicle was starting but having difficulty idlingHe had problems with it dying out and so forthHe told me that the fuel pump we installed must be faultyAfter asking some more detailed questions about how it was exactly dying out, and starting up, I told him I believed it wasn't the pump but something else entirelyI explained there were many common issues that caused this, mass airflow sensors, idle air control valves, ignition problems, etc, and to bring it in asap so we could get to the bottom of itWhen the vehicle arrived he also explained that he was hearing a light hissing soundWe tested the the fuel pressure and found it to have both factory specified pressure and volumeWe could always start the vehicle but at idle speed it wanted to run rough and die outWe removed the idle air control valve, and found it to be inoperative and Carbup severelyI called and informed the customer of the situationHe asked me repeatedly if it wasn't the fuel pump, that he didn't have a lot of money to be throwing at the vehicleI explained the situation completely, and that we were really busy with jobs and slid him in as a favor to get it resolved as quickly as possibleI received the approval to repair the vehicle but at the same time he inquired about the noise that he had heardI told him that in order to find the noise I needed to get it idling properly so I could hear itThat my first priority was to get him back on the road and that if the noise wasn't harmful or dangerous that I'd need to get him in another time, when it was convenient for him, to diagnose itHe agreed and approved the work to be completedWe replaced the idle air control valve and cleaned the ports of the carbon buildup, and it idled perfectlyThe vehicle was repaired and no more idling issues were found
The customer came in and picked up his vehicleI showed him how it ran and idled properly and he thanked me again, but brought up the "noise" from the engineIt sounded to me at the time like a vacuum leakI explained to him that we once again didn't have the time to diagnose it properly at that time due to previously scheduled jobs and shop spaceThat to be certain of what it was that it should receive a smoke test, to determine if it was a vacuum leak at a simple hose or something as severe as an intake manifold that was slightly cracked or leakingHe said, "well how much is something like that?" I said that the test is normally but since I couldn't do it right away that I'd wave the fees as soon as he wanted it looked atHe inquired on how much an intake manifold cost to replace and I told him I didn't look it up for his exact model, but I'd done one recently that was that was a few years off and it was about I never gave the customer a written estimate for the repairs he was inquiring about for two reasonsReason one, it was a mute point without the proper testing of the vehicleReason two, it was off the top of my head in the parking lotI further explained to the customer as I always do, to any customer, "if you have any troubles with the vehicle, starting, idling, noise gets worse, or even something else, please call me immediately so we can get it figured out and resolved."
I received no calls or communication from the customer with issues regarding his vehicle, until he called between 5-6am one morning and left a message on the company answering machineHe stated that he had taken his car for an alignment and the shop there had told him that I lied to him about the repairs that I "wanted to do" to his vehicle, (that they repaired it for 200.00)He used profanity and called me a thief and how he was going to tell his entire family and anyone that would listenI actually called him back not knowing what was exactly wrong since it was an extremely heated message and he was obviously upsetI left him a message that there must be some mistake, your vehicle was towed into the shop and left drivingThe second time I set aside other customers vehicles to help him out, because he was in a bind, and once again it left operatingI told him to please call me so we can get to the bottom of this and make you happyI received no call back or response until I received a letter from his attorney and this letter from the Revdex.com
The fact of the matter is all the repairs were performed on his vehicle as we stated in our invoicesWe even showed the customer the old parts, and each time the vehicle left operatingThe customers attorney even stated to me that "He knew that we fixed his car, but felt cheated because we had supposedly said without a doubt that the intake manifold needed gaskets or replacing at the cost of 700.00"We never truly diagnosed the noise properly, and if we had, we would have given him a repair estimateIf he has one to furnish I'd understand, but we were talking hypothetical worst case scenarios that day, as he put it
I am furthermore concerned that another shop would recommend to a customer to have themselves replace a "wrong or defective" part, instead of having him return to the shop of originEspecially since it was still within warranty
I, like any other business, am here to make moneyBut I don't do it at the misery of others or at their expense
Thank You,
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought my truck in to MrBlaine's shopHe diagnosed it with a faulty fuel pump and I requested a coolant flushI called again about continued problems and he suggested it could be one of two thingsThe idle air control valve or possibly a leak in the intake manifoldHe suggested we do the cheaper of the two firstI told him okay for the idle air control valve
I once again discussed with MrBlaine the noise from the engine and he said it sounded like a leak from the intake manifoldMrBlaine stated it could possibly cost $to repairAnd though he did not give me a written estimate he generally quoted repairs as suchMrBlaine stated I could drive the vehicle without harm until I had more money to repair it
I took my truck to *** for a front end alignmentIn passing conversation with the *** mechanic I told him what Blaine's had said could possibly be wrong with my truckHe said he could take a look at it for freeHis diagnosis was that it was not the intake manifold that was causing the problemIn fact it was the Hoot Moun tube and it needed the correct idle air control valveBlaine's put the wrong idle air control valve in the truckI have the part that *** removed as proof* completed the work for $which included a front end alignment ($71.76)My truck has been working great since *** repaired it
A few days passed and I was still very angry with MrBlaineI thought about how many times he repaired vehicles for my family and were they also led to believe what he said was trueOn my way to work I called and left him a messageI did not use any profanity nor did I threaten him personallyI did, however, make remarks about him being untruthful and stating that I would tell others about the kind of service he providedIn retrospect I should not have called when I was angryI did not want to go into his place of business and end up having a heated discussion which could have led to a more serious situationI do not know MrBlaine or his co-workers personally and do not know how they would respond to my concernsSo at that time I felt it was better to just leave a message and be done with itMrBlaine did call me back however I cannot receive telephone calls at workI still thought it was better not to confront him
Attached are three invoices from Blaine's and Merlin's depicting what service was performed and the cost for your reviewThe idle air control valve that Blaine's replaced did not correct my truck problemThe idle air control valve that Merlin's replaced didObviously, the one from Blaine's was wrong
MrBlaine's comments were written in a manner to show what a caring individual he isIn one part of his statement he refers to going out of his way for me and then in another part talks about he's in business to make moneyI understand a business is there to provide a serviceI know they are not there to be my friends, but what I do expect is honestyI know it will cost me money to have my vehicle repaired but I do not wish to pay for parts that are wrong or misdiagnosedI also do not wish to be price gougedMrBlaine can say anything he likes but the fact remains that Merlin repaired my truck for 1/of what Blaine's suggested and in a timely mannerMy final concern is "How do I know that my truck really needed a fuel pump based on his error diagnosing the idle air control valve?" Did I pay $for a fuel pump that was not in need of repair? Those are questions that kept coming to my mind and fueling my anger
In conclusion, I am not going around demeaning Blaine's organizationI made a few comments out of angerI have many physical problems and spend a lot of money on medical issuesI know that doesn't mean anything but to me I have to watch every pennyI will concede the fuel pump costs but I do believe MrBlaine should compensate me for the other valve costsIf MrBlaine compensates me then everything would be overI regret this incident had to occur but sometimes you have to take a stand for what you believe inThank you for allowing me to present this information to you
Sincerely,
*** ***
Final Business Response /* (4000, 13, 2014/05/22) */
I think the customer has a misunderstanding of the basic details in this caseThe vehicle was never repaired to eliminate a noiseIt was repaired 1st because it had no fuel pressure and wouldn't startThe second time, days later, it was repaired because it wouldn't idle properlyThe noise was minor at the time and said that he would bring it back when we all had more time to look into it
He has never said once that the vehicle failed to start or failed to idle properlyJust that there was a noiseWe never charged him for a "noise" repairIf there was fault with our work, it was fully under warrantyHe had someone else replace a warranty covered part and pay them for their service, when all he had to do was bring it back and get it done for freeHe says that I sound Uncaring in this matterFar from the fact, I care greatly about what others think about my company, and our reputationIf I had been given the opportunity to investigate it in the beginning, we wouldn't be hereNow I am supposed to believe what another shop says without ever having the opportunity to see any parts or the vehicle malfunctioning
Actually the vehicle never did malfunction, even with the "incorrect Part" on itThey Just said it was wrong and charged the customer for itI think that is a terrible way to treat a customerThey outright stole his money and blamed us
If he does have the part I would like the opportunity to inspect it to get to the bottom of this matterI have had miss boxed parts in the past that where for a similar applicationDoesn't mean that we maliciously installed the wrong part and tried to get away with itThere is no sense in that logic, and I'd never make that leap as a technician or owner in blaming another shop
I've know this family for years, and wouldn't risk their business and my reputation for
Sincerely,
*** ** ***