Carl's Haddonfield Service

In response to customer complaint:1. There was never a quote for $500.00 presented to customer.2. The customer was given a quote to replace the catalytic converter of $1336.00 parts and labor. The pricing was from my preferred supplier. I was given the go ahead with the work. After we...

started to remove the part, we discovered that the engine specification was different and we had the wrong part. There was never a discussion regarding a TWC(three way converter). 3,4,6. I spoke with the customer the next morning, I explained that we started the job and discovered that the engine was a VVT(variable valve timing). I re-quoted the job with the correct part at $1166.00. Again, the pricing was from my preferred supplier. The customer asked if the car was drivable. I replied that we had taken the CAT bolts out and the car was not drivable. The customer questioned the pricing and said that she could get the part from a different parts store for a lot less. I agreed to get the part from the supplier and quoted a price of $853.00 parts and labor. I was given the go ahead to complete the work. The customer never stated that she didn't want the work done.7. There was never a discussion of a VTEC engine. I did explain to the customer that her car has a 2.0 liter VVT engine. Settlement:I regards to the customer complaint, all information was presented to her up front. Yes, the quote did change because of the different engine specification. I chose to purchase the part from my preferred supplier because of the quality. I never lied or threatened the customer. I did offer to discuss the issue in person. The first indication that I got regarding any problem with the work was when the customer stopped payment on the check she used to pay for the work. I conducted this work the same way I conduct all my work by keeping an open line of communication with the customer.

Review: 1.Quote for Kia [redacted] 2006 catalytic converter replacement of $500.00. 2.Called late in the day w new price of the catalytic converter: $1,335.00. Explanation was the cheapest they could get the part because it's a very “unique 3-part catalytic converter”. 3. Next day, at 7 am, when I told him I found the part for $431.00 online he stated, “Oh, you want me to get you that one?” I replied yes, of course. 4.Calls back 2 hrs. later to say “That was the wrong part. You have a very specialized “VTEC” engine. It’s $948.00 - here is the part no. so you can price check it." I said, “Why can’t you get the one online that I can buy for $431.00?” He then said, “I can get it from my NAPA guy for $848.00.” I said, “Is my car drivable?” b/c I did not want to give him the job. He said no they were already working on it and regardless I had given him the job so it was too late. Well, if they ordered the wrong part, how were they already working on it at 9 am the next morning? I did price check the part no. he gave me and it was the same part I found online and the local NAPA Audubon was willing to sell it to me for $500.00 when I called them. 6.I was so concerned about him overcharging me for the part price I never even thought to check the accuracy of the reasons for the various part prices he had given me. I was lied to on both days when discussing the price of the two parts: There is no such 3-part catalytic converter for Kia [redacted] or any other Kia. I spoke with both the service and parts departments of the Cherry Hill Kia, called two parts stores, spoke with my brother who is a certified mechanic and used to run a shop - to confirm what I had found researching online. 7.VTEC is a trademarked specialized Honda engine. Since I don’t have a Honda, and since I bought the car new from the dealership, there is absolutely no way I have a VTEC engine. I used the same sources (in a. above) to confirm what I had found online when researching the VTEC engine.Desired Settlement: I believe the owner is unethically conducting business and the public has a right to be protected from such unethical behavior. He is not conducting business in accordance with the Revdex.com ethic and rules. I am seeking the removal of the Revdex.com endorsement of this business. I am seeking his acknowledgement that he conducted business in an unethical manner and lied to me repeatedly in order to maximize the amount of money he could make. I am seeking a written apology acknowledging all of the lies described above. When I had confronted him on the phone about lying to me about the price part - he threatened me verbally and by the end almost physically as he barked at me: ”Come on down, I’m here all the time –come down and we’ll work this out alright.” It was an implied threat which is why I am filing a complaint with the Revdex.com regarding the additional very substantive lies I discovered. It is absolutely unacceptable to conduct business in such an unethical manner.

Business

Response:

In response to customer complaint:1. There was never a quote for $500.00 presented to customer.2. The customer was given a quote to replace the catalytic converter of $1336.00 parts and labor. The pricing was from my preferred supplier. I was given the go ahead with the work. After we started to remove the part, we discovered that the engine specification was different and we had the wrong part. There was never a discussion regarding a TWC(three way converter). 3,4,6. I spoke with the customer the next morning, I explained that we started the job and discovered that the engine was a VVT(variable valve timing). I re-quoted the job with the correct part at $1166.00. Again, the pricing was from my preferred supplier. The customer asked if the car was drivable. I replied that we had taken the CAT bolts out and the car was not drivable. The customer questioned the pricing and said that she could get the part from a different parts store for a lot less. I agreed to get the part from the supplier and quoted a price of $853.00 parts and labor. I was given the go ahead to complete the work. The customer never stated that she didn't want the work done.7. There was never a discussion of a VTEC engine. I did explain to the customer that her car has a 2.0 liter VVT engine. Settlement:I regards to the customer complaint, all information was presented to her up front. Yes, the quote did change because of the different engine specification. I chose to purchase the part from my preferred supplier because of the quality. I never lied or threatened the customer. I did offer to discuss the issue in person. The first indication that I got regarding any problem with the work was when the customer stopped payment on the check she used to pay for the work. I conducted this work the same way I conduct all my work by keeping an open line of communication with the customer.