Complaint: [redacted]
I am rejecting this response because response does not answer any part of my complaint. 1. We were handled poorly by [redacted], who by his own admission was irritated with us for speaking to a sales representative while we waited.2. We brought the car in because it would not drive at all. Again, [redacted] refused to write down all of our complaints due to his prejudice against my family.3. Pre-payment was NEVER requested. It was mentioned to my mother at one point as the reason for why repairs were not started, but did not say that we needed to pay in order to commence repairs. They simply refused service silently until we got irritated with waiting over a month for repairs.4. We were told the timing issue and leaks would fix the vehicle and make it operable again, this was a lie as further "problems" were discovered. This is listed as the 6th most common car repair scam on the Texas Attorney General website:[redacted]5. Money was never a concern for me or my mother. The service department assumed that we had a budget on this car, and treated us as if that was the issue: "In the end her bill was lowered from the approved 981.00 down to 695.07 in an attempt to help offset her concerns."I still do not understand why we are discussing money. I brought my car in to be fixed, the fact that it is not fixed alone should be cause for concern for a reputable repair shop.6. They fixed a coolant leak, however the car was returned to us with no coolant. How do you know a leak was fixed if no liquid is in the container?7. Furthermore, the car was returned to us in the same condition. It can not drive over 50mph (which is the shops perception of the issue) and still does not drive at all (the issue we brought it in with that was never written down). 8. The service manager asked my mother "How much more money do you expect to spend on this vehicle?", instead of determining the root issue and quoting a price. - How is this an appropriate question, before actually understanding the issue with the car?9. "upon initial inspection with the customer" This is a lie - no inspection was completed with us present. [redacted] asked us why we brought the car in, only wrote down a couple of issues we spoke of.10. "Customer gave approval for the repairs and the technician moved forward" - I gave approval because [redacted] assured me this would fix the car and it would be operable again. This was cohesion to acceptance based on misinformation and is illegal under state consumer laws.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because:Company is not taking responsibility for their actions.1. [redacted] was upset with my family, he even admitted so to my mother in the weeks that transgressed from this. Retracting his statement at this point will not make this point go away. - On the phone my mother said "To be honest [redacted] you seemed irritated with us ever since the first day." - [redacted] then responded with "Well, your family was kind of all over the place.." 2. I told [redacted] MUCH MORE than what he wrote down. My initial complaint was "The car does not run", I continued to mention that "we have seen smoke coming from under the hood, the engine lights are on, gages do not work, not sure if that means anything because we are not mechanics and do not know what is wrong". [redacted] told me "it is okay, I wrote down the 'jist' of what you described. The mechanics will diagnose and figure it out from here".- Now this sheet is being used to say that I only requested specific maintenance? I requested my car be fixed to working condition.- Additionally, all of the problems that were on this list have also not been fixed.3. Repairs were requested. [redacted] spoke to me and quoted $1000-1200 to fix the head gasket. At this time I said to fix it. About a week later my mother had the conversation with the service manager, who informed her that the quoted price of $1000-1200 was incorrect because there are additional costs of up to $500 to send the head gasket to be fixed.- This is a common auto-repair scam as quoted by the Texas Attorney General- Go to* [redacted] - Your company violated numbers: - 4. giving you a verbal estimate as to the cost of repairs, then charging a higher price - [redacted] quoted $1000-1200 for head gasket then you informed of additional fees. - 5. representing that repair services will be completed by a certain day in order to induce the sale, then failing to have the repair services completed by that day. - [redacted] informed my mother the car would be ready on a particular day, she showed up to find out it was not and would not be for another week or two - 6. telling you that repairs are needed when in fact they are not needed. - [redacted] told us the initial work would make the car operable again. This was false, as the head gasket needed to be replaced and was the true issue. 4. Test driving the vehicle and completing the repairs that were completed are not required to know if the head gasket is broken. In fact, the issues we described that are on your document are all telling signs of a blown head gasket, including coolant leaks, smoke from under the hood. - The fact that this was not investigated first also speaks to the fact that your mechanics failed to diagnose the issues.From your responses, it seems apparent that you are not willing to take responsibility for the way my family was handled. I will forward this as a complaint, as it does not seem as if a resolution will be possible. Regards, [redacted]
Complaint: [redacted]
I am rejecting this response because response does not answer any part of my complaint. 1. We were handled poorly by [redacted], who by his own admission was irritated with us for speaking to a sales representative while we waited.2. We brought the car in because it would not drive at all. Again, [redacted] refused to write down all of our complaints due to his prejudice against my family.3. Pre-payment was NEVER requested. It was mentioned to my mother at one point as the reason for why repairs were not started, but did not say that we needed to pay in order to commence repairs. They simply refused service silently until we got irritated with waiting over a month for repairs.4. We were told the timing issue and leaks would fix the vehicle and make it operable again, this was a lie as further "problems" were discovered. This is listed as the 6th most common car repair scam on the Texas Attorney General website:[redacted]5. Money was never a concern for me or my mother. The service department assumed that we had a budget on this car, and treated us as if that was the issue: "In the end her bill was lowered from the approved 981.00 down to 695.07 in an attempt to help offset her concerns."I still do not understand why we are discussing money. I brought my car in to be fixed, the fact that it is not fixed alone should be cause for concern for a reputable repair shop.6. They fixed a coolant leak, however the car was returned to us with no coolant. How do you know a leak was fixed if no liquid is in the container?7. Furthermore, the car was returned to us in the same condition. It can not drive over 50mph (which is the shops perception of the issue) and still does not drive at all (the issue we brought it in with that was never written down). 8. The service manager asked my mother "How much more money do you expect to spend on this vehicle?", instead of determining the root issue and quoting a price. - How is this an appropriate question, before actually understanding the issue with the car?9. "upon initial inspection with the customer" This is a lie - no inspection was completed with us present. [redacted] asked us why we brought the car in, only wrote down a couple of issues we spoke of.10. "Customer gave approval for the repairs and the technician moved forward" - I gave approval because [redacted] assured me this would fix the car and it would be operable again. This was cohesion to acceptance based on misinformation and is illegal under state consumer laws.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because:Company is not taking responsibility for their actions.1. [redacted] was upset with my family, he even admitted so to my mother in the weeks that transgressed from this. Retracting his statement at this point will not make this point go away. - On the phone my mother said "To be honest [redacted] you seemed irritated with us ever since the first day." - [redacted] then responded with "Well, your family was kind of all over the place.." 2. I told [redacted] MUCH MORE than what he wrote down. My initial complaint was "The car does not run", I continued to mention that "we have seen smoke coming from under the hood, the engine lights are on, gages do not work, not sure if that means anything because we are not mechanics and do not know what is wrong". [redacted] told me "it is okay, I wrote down the 'jist' of what you described. The mechanics will diagnose and figure it out from here".- Now this sheet is being used to say that I only requested specific maintenance? I requested my car be fixed to working condition.- Additionally, all of the problems that were on this list have also not been fixed.3. Repairs were requested. [redacted] spoke to me and quoted $1000-1200 to fix the head gasket. At this time I said to fix it. About a week later my mother had the conversation with the service manager, who informed her that the quoted price of $1000-1200 was incorrect because there are additional costs of up to $500 to send the head gasket to be fixed.- This is a common auto-repair scam as quoted by the Texas Attorney General- Go to* [redacted] - Your company violated numbers: - 4. giving you a verbal estimate as to the cost of repairs, then charging a higher price - [redacted] quoted $1000-1200 for head gasket then you informed of additional fees. - 5. representing that repair services will be completed by a certain day in order to induce the sale, then failing to have the repair services completed by that day. - [redacted] informed my mother the car would be ready on a particular day, she showed up to find out it was not and would not be for another week or two - 6. telling you that repairs are needed when in fact they are not needed. - [redacted] told us the initial work would make the car operable again. This was false, as the head gasket needed to be replaced and was the true issue. 4. Test driving the vehicle and completing the repairs that were completed are not required to know if the head gasket is broken. In fact, the issues we described that are on your document are all telling signs of a blown head gasket, including coolant leaks, smoke from under the hood. - The fact that this was not investigated first also speaks to the fact that your mechanics failed to diagnose the issues.From your responses, it seems apparent that you are not willing to take responsibility for the way my family was handled. I will forward this as a complaint, as it does not seem as if a resolution will be possible. Regards, [redacted]