Carver's Liberty Service Center

Review: I had my car towed to the Carvers Liberty Gas Station and they determined that my car did not start due to the distributor. I waited to get it repaired. They later said the charge is $553 but I should also get a tune up which is an additional about $200. I said I cannot get the both. They charged $399 for the distributor part and $100 for the hour labor but said they cannot warranty the distributor unless I come back to them to get a tune up. When they finally finished the car, the mechanic said it took three distributors before they got the right one to fit my car. I called them the next day for clarification of whether they will not warranty the part or the work and if they gave me a refurbished one or a new one, and the manager said it was a new one and clarified again said that they will not warranty the distributor unless I come back to them for a tune up was done. I surfed the internet on retail prices for distributors specifically for my car and NEW ones were approximately $100 in this address area. I looked at the receipt and found that the manager was NOT HONEST and what he had typed in the receipt that it was REBUILT with the $399 charge. In addition, he never gave me to original part that he replaced in my car. Also, there was a small metal item I had gotten form the [redacted] Art Museum that was on the seat of my car and when the car was returned to me, the item was gone. The Manager said he did not see it in his shop.Desired Settlement: Settlement terms I seek is 1) reimbursement for the overcharge with proof of the charge of the part on the receipt from where he purchased from, 2) warranty for the work including part and labor costs, and 3) legal document indicating Settlement terms.

Business

Response:

9/4/2014Dear Revdex.com,I have received your letter for review and have recognized the special attention that this complaint needs. I'm hoping to solve all matters to more than just a satisfactory understanding. Customer referrals are so important for a successful business. I am taking this complaint very serious. I'm hoping this was just a breakdown of communication. I would like to resolve all issues to keep the customer. I have gathered all available information and have forward for your review.The customer was towed in at approximately 10AM on 8/14/2014. The customer had asked if we could work on the vehicle that day. We were able to accommodate the customer's request. The customer waited, at our facility, for the whole duration of the repair. The vehicle was pushed into the garage bay closest to the waiting room. A clear visual view could be performed between vehicle and the customer, at all times, The vehicle was a 1992 [redacted] with approximately 340,000 miles. We diagnosed the vehicle, as stated; the vehicle was in need of an ignition distributor and a tune up. The customer agreed only to the distributor replacement.We researched for a replacement part and had challenges. The vehicle application can have several different types of ignition distributors. We ordered a remanufacture distributor (part #1) (prefix 31-xxxxx) and tried to install it. The part appeared to be a physical match but would not start the vehicle. We had to order another part (part #2); this part was “new”, not remanufactured (prefix 84-xxxxx). We had the same issue, with this part as well. As the saying says, “things come in three's". We ordered a third “new” distributor (part#3) (prefix 84-xxxxx) and it was a success. The vehicle started immediately. We charged no additional time for these challenges. We did not charge for diagnostic time either. At your request, I have attached all parts invoices for 3 purchases. Each invoice shows the following, List prices (which is the customer price), times, dates, part #s, Parts Company, year, and etc. The new part that was installed was the least expensive. The part number prefix of 84-xxxxx refers to a new part, not a rebuilt part. A prefix of 31-xxxxx refers to a rebuilt part. The customer indeed received a brand new distributor (p/n [redacted]); the part was never used nor remanufactured.I do apologize for the invoice not being correct. The customer's invoice has the right part number but says “rebuilt". I believe the mix up was from ordering so many parts; it was not done intentionally. I have updated the invoice for the customer and changed the wording to "NEW distributor.” I have attached more pages to better verify that the part is new (MyPlaceForparts and part application). The vehicle was completed by that afternoon.We always provide customer access to all old replacement parts. Saving the parts for customer's to review is a standard practice we perform. If requested, we would gladly give the old part to the customer. In this case, the customer never asked for the old part.This was the reasoning for the warrantee disclaimer; the vehicle is in dire need of a tune up (ignition components). The most common distributor failures are from * faulty and or worn out ignition components. Some of these major items are spark plugs and Ignition spark plug wires. If they are worn out, the distributor spark will find the closes path to ground. In other words, the customer's new distributor will fail by being shocked by its own spark. The parts company will not warrantee a distributor if this particular thing happens. If this happens, the part cannot be return for any type of refund. The parts store requires us to provide a customer receipt with a tune up performed, at the time, the distributor is returned defective. The tune up service could be performed by any reputable Auto Technician or business, not just our facility. All we needed was a reasonable receipt. We even wrote down on a separate piece of paper the parts that she needed. This was done so the customer had different tune up options. At no time did we use any such terms, such as, you must use our facility exclusively, - - The customer had budget restraints and we do sympathize. If the worse scenario happens, I'm somewhat confident that we could explain the issue to the parts company and have the part replacement covered to some extent, if not all. Let's hope we don't have that warrantee issue. I have no idea where the customer's "small metal item" is. Every interior area of this car was filled with boxes and bags. We are talking about a lot of items. To the point, were you could not have a passenger sit anywhere in the car, not the front nor the backseats; the only door accessible was the driver's door. The customer was in and out of the vehicle constantly. The customer was removing items from the car. Then the customer would proceed to spread the boxes and bags of items all around the show room waiting area. Later on, during this process, the customer asked us about, what I thought was, “a missing paper receipt" for her brother, not a small metal item (still unknown). Our reply is "we have not touched any items in your vehicle". The customer replied, “Maybe I put it into another box or bag". Nothing more was said, I can defiantly tell you, we do not have any such item's that belongs to the customer. I'm hoping that the item got lost under a car seat, box, bag or someone else misplaced it. I know my employees very well and we have never had any issues of that kind. The entire daytime crew; has been working together for a decade. They are all encouraged to communicate with customers on a daily bases; we are known as the friendly neighborhood gas service station. We are a close family of workers, on and off the job. We do not take items out of people's vehicles without consent, period.In conclusion, I'm very regretful that the customer's experience was not to their standards. We have learned from this situation. I believe this will make us a better company going forward.I'm hoping my letter give's the customer a better understanding of the events that occurred. I have enclosed an updated customer receipt stating that a new part was installed and removed the tune up warrantee disclaimer. I appreciate every customer that supports us and hope we can service your vehicle in the future,Sincerely,Herb C