Cava's Aamco- Citrus Heights

To whom this may concern, My name [redacted] ***, I am the owner of the business responding to [redacted] letter sent to you [redacted] in fact brought his Jeep Grand Cherokee to us on the 2nd of July with the complaint of the transfer case making noise & the wheel drive not workingWe diagnosed ***'s Jeep with a failure of the transfer caseThe failure was due in part because the transfer case was ran very low on fluidThe transfer case was making a metallic noise, we found the transfer case was leaking at the rear output shaft seal, we then removed the drain plug & found about a 1/of a cup of fluid came trickling out of the unit, with the fluid that did come out there was obvious signs of medal debrisWe informed [redacted] & his wife [redacted] of our findingsWe then informed both [redacted] & [redacted] of their options for repairfirst we called our supplier and obtained a price of a good used transfer caseThe cost for the transfer case was $1040.00, The fluid for the transfer case was $30.00, & the labor to remove & replace the transfer case was hours for a total labor charge of $262.50, giving a total before tax of $sales tax of $for a grand total of $after explaining the price for a good used transfer case we suggested that they authorize us to remove their transfer case and open it up to inspect for internal damage caused by the low fluid conditionIn doing so we stated that if their transfer case could be repaired or rebuilt for the same cost or less than what it would cost to replace with used we felt repairing or rebuilding their transfer case would be a better option as opposed to replacing the transfer case with another used unitThe cost that was explained to both [redacted] & [redacted] to remove, disassemble to inspect & rebuild or repair their transfer case was hours labor for a total of $plus parts neededOnce inspected we explained to both [redacted] & [redacted] what they could expect based on what the inspection would revealThe conversation we had prior to starting any work was that if their transfer case is so badly damaged and if we can not repair or rebuild theirs for the same cost or less, then the good used option would be the least expensive option [redacted] & [redacted] authorized us to perform the inspection for $After transfer case was torn down we determined the damage was so great considering there was virtually nothing inside the unit that was reusable, there was actual melted metal & aluminum due to low fluid conditionAt that point it was clearly more cost effective to replace the transfer case with the good used option we had previously spoke aboutPlease note that we had spoke with [redacted] on 7/3/at about 4:35pm to inform him of our findings& that [redacted] authorized us via the phone to exchange his transfer caseI also want to note that the $that he had previously authorized for the inspection he did not get chargedWe charged him a total labor cost of $to exchange his transfer case plus the $for the transfer case unit, plus the $for fluid, plus $in sales tax totaling After installing his transfer case we road tested the vehicle and found the transfer case was working properlyI also want to note we did not take the vehicle on a long road test because this is an all wheel drive vehicle & this vehicle had different sized tire on itAll wheel drive & especially all wheel drive vehicles must have the same sized tires on it or gear box damage will occurWe informed [redacted] of this problem & he told us he would get the tires replaced immediately after he picks it upA few days after the vehicle was delivered [redacted] brought the vehicle back in & stated he was hearing noise like he had heard before we replaced his transfer caseWe inspected his vehicle & we had determined the transfer case was damaged due to the fact in out opinion [redacted] had not yet replaced his tiresWe found with all wheels off the ground that only tires would spin under it's own powerWe replaced the transfer case at no chargeAfter replacing the transfer case we again had all tires off of the ground and noticed that only tires would spin under its own powerThe left front tire would move freely but not under it's own powerWe then removed the front differential cover (pan) & found the spider gears where the front axles spline into were actually missingThis explains the noise [redacted] complained about when drivingWe assume that when [redacted] explained that when he bought the Jeep from an auction & that the front drive line was missing that this was the reason the drive line was out of the vehicleFor customer service purposes we offered to [redacted] that if he purchased a good used front differential assembly that we would install it at no labor chargeWe offered this to try to help *** [redacted] agreed to purchase the front differential which he did for $which was our shop cost (no mark up) & we installed the unit at no labor or fluid costAfter installing the front differential we verified all tires were now spinning under its own powerThe other facts are [redacted] never asked to see the internal componets of his transfer caseWe had his old transfer case for over a week before we sent it back as a coreI want to make sure you folks understand that this shop never has done any work on a customers vehicle without authorization, all customers including ***'s authorization comes via phone, text, or in person***'s claim of our wrong doings are falseI understand his frustration which is why I offered to help him where I could, but I will not accept his claim of doing repairs without his knowledge, and I also will not accept the fact that his transfer case was not internally damaged as he insinuates, I personally saw the inside of his old transfer case & the extreme damage that was caused by running it almost out of fluidThe fluid level was a total of a bout a 1/cup, The capacity is about 1/quartsI am not sure of what else we could of done to help ***

My response is the same as the first response I just had a visit from the bureau of automotive repair in regards to this situation I will let them judge the situation and then go from there[redacted] ***

To Whom this may concern, I am responding to *** *** regarding her claim It is true *** brought her vehicle to my repair facility on 6/11/for a free a/c inspection I agree we found her a/c system had a mechanical failure that reguired a system replacement
Her warranty company approved the claim We completed the repairs on 6/21/At that time we found her radiator was leaking at the right side tank seam I called her warranty company & informed them of our findings Her warranty company informed us that they wanted to send out an inspector to verify failure of her radiator At that time considering we were coming into a weekend her warranty company could not come to the shop until monday or tuesday the following week I purchased her radiator from *** for $& decided to replace it for free in interest of timeWe needed the lift for other work, we had the vehicle disabled up to that point & felt from a business perspective that it was in our best interest to just replace it instead of waiting for her inspector to show up days later *** is correct in that I did not state on her invoice that we replaced the radiator, That was my mistake I do however dispute her claim that it was not replaced in her opinion I have no reason to lie about doing work for freeI also as I stated before have a receipt showing the purchase of her radiator
*** contacted us on 6/27/stating her engine was making a loud noise, *** towed her car in, our findings were that her cylinder spark plug had blown put of the cylinder head I contacted her warranty company & due to her having a $deductible the repair of the cylinder head was less that the deductible *** & I arranged a payment plan so that she could still drive the vehicle, Which is still not paid for in full We installed a helicoil insert on the #cylinder & installed one factory replacement spark plug Test drove the vehicle & delivered the vehicle to *** on Saturday 6/28/with no other problems at that timeAt time of delivery the vehicle had 90,mile on it
I get a call from *** in late September, *** states to me that she brought her vehicle to *** *** & that her engine had died & then engine will run but makes a knocking noise *** stated to me that *** *** & Carmax told her that we improperly repaired her cylinder head & that the engine was bad due to our improper repair I told *** that if that was true then she needed to tow the vehicle to me so that we have the right to confirm such findings *** towed the vehicle to our shop on 10/16/ We confirmed the engine will run but in fact has a loud knocking noise We scanned the vehicle computer & found a code po301: cylinder misfire We then performed a cylinder compression check & found cylinder has psi, & all other cylinders 2,3, & have psi We monitored the computer & found only cylinder was misfiring We then removed the engine valve cover & found the exhaust valve spring for the #cylinder was broken, Causing the loud knocking noise I then called her warranty company & explained our findings Her warranty company explained to me that the basis of them not covering her engine failure was due to the fact they had found the engine coolant thermostat had cracked causing her engine to overheat which in their opinion caused the engine to have an internal mechanical failure I spoke to *** *** & they stated essentially the same to meWhen I spoke to her warranty company after performing our diagnostic I suggested to her warranty company that due to a broken exhaust valve spring that I thought that may had been a covered repair They suggested that the vehicle be towed back to the dealer to confirm findings *** had vehicle towed back to dealer *** & I spoke via the phone about week ago in regards to this complaint that she had filed *** & I could not agree on the final outcome *** wants this shop to admit responsibility for her engine failure I will not take responsibility for her engine failureWe repaired her problem with her #cylinder which is still working properly Her failure is with cylinder & due to her warranty company & the dealer also due to the engine overheating because of a cracked thermostat housing

I am rejecting this response because:
I am going to answer from *** *** (Owner) Complaint 1) I brought vehicle in 06/11/for inspection for a/c, which was completed on 06/27/not the 21st I was never told the radiator had a leak or anything was wrong with it until *** couldn't get them to approve itbut I happen to call the warranty and the lady I spoke to said it was okay, but when *** spoke to them again, they told him they needed to come out to inspect the problem, *** told me to not worry he would do the repair for free told me the radiator was $not $"WOW" also states car was disabled but it was the radiator and the inspector was going to inspect it before tear I don't understand that either4days wasn't a problem with me at all2)Yes, I paid $deductible, but my car was towed back to shop the same day after taking it home it was a really loud rattling noise"loud!" I turned it off had towed thinking the shop paid for my tow, but warranty actually paid*** called them again without my knowledgeafter having car in the shop for a couples no one could find what was wrong also had me come into the shop to hear, saying it was a belt or hosesafter returning house got a call from the shop saying it was the spark plugs and heil coil, but it was going to cost another $and something but expressing the fee he only charged me a little under $with payment arrangementsNo, one delivered my car to me it was picked up by meTook home and the car was still making noises, saw ***'s sister who works in the shop also at my jobShe asked me was the working okay I told her no, she told me to bring it back but after speaking to *** told me he wasn't going to look at it until I paid him in fullonce again saw sister at my job, she asked again I said your brother will not look at it until I paid him. I had two friends plus family, stating how loud the noise was; a little embarrassingI went back to pay him some money, told again about my car still no change in his decisionI had no money to take it else where, with owing daughter for the money borrow for the warranty work $300, car payment $plug insurance fees, and owing *** $left on the bill is what I owe him3) Stated on one of my repair order from *** *** states: misfire cyl and misfire did migrate after plug, wire, coil and injector were swapped to other cylindersfound cyl spark plug gasket blown out and half of the treads miss, cause improper combustioncyl is burned through although plug#2spark plug hole has been repaired incorrectly.4) by having my car tow to *** I knew I was going to find out was what really wrong with problem, after seeing *** two days prior my car been I had tow to the *** *** after car staling in the middle of the streetI paid $for them to do a full check on car, but found the car had a misfire and cause the engine to blow5) Had car towed to *** on 10/after the car being towed home*** wanted to look to see if the problem was theirs, sent and he told me he'll take care of me but had to send it back to *** because he was someone who knows what to do but after sending it there again I had another technician look at it*** said he will not help me because it was the engine that needed be replacedTold *** at *** and he waived the fee because we thought *** was going to take care of itfeeling bad from me sending it there and back homethe 5th tow in two days6) Yes, *** called me, not after I had the car towed back from *** but when Revdex.com emailed him8)My complaint regarding the call back from *** was crazy, he was yelling at me he states he has been thru this and is not going thru again, after being on the phone for a total of 45mins standing on hold calling me back, he was very upset while being behind the counter helping other customers, while me crying, *** yells saying you want to sue me, sue me go ahead sue me, you don't want to sue me and hung up7) my car is still broken I wouldn't evr point fingers on him*** *** and my warranty did which I have one of the best warranties there isthere are fact that lead up to the repair, problem with my car and he wont even botherI had technians, inspector, employee in service from CarMax, stating the same thing I really don't know what to dowhat I do know *** technians do make mistakes, after one repair there was a large pocket knife left inside my car found by daughterI have also worked at a dealership for 1/years I do know they left things out and forget***s shop made a mistake and should own it

I am rejecting this response because:
***, *** complaint filed against *** AAMCO
We dispute, where possible, nearly every point provided by *** *** in his response to the claim filed against his AAMCO Citrus Heights franchise by *** *** regarding his Jeep Grand Cherokee and in several of Mr***'s claims we find evidence that he, in fact, has and continues to act in bad faith and without regard to either Mr***'s best interests or California law set forth to protect consumers from fraudulent and irreputable repair shops intent on taking advantage and profitting from consumers lack of knowledge of auto mechanics
We do not believe it is reasonable for Mr*** to claim he is ignorant of California civil code, CCR which requires Mr*** to have made available to Mr*** his vehicle's transfer case, which Mr*** refused on at least three occasions to provide Mr*** and which remains in Mr***'s possessionHe fails to address his violation of this important civil code which governs his conduct in this matter and in which he has violated and continues to violate said code by failing to return Mr***'s transfer case
Mr*** was told, with no corroborating evidence or any proof whatsoever, that ***s AAMCO franchise removed a Transfer case that was "beyond repair." It remains, due to Mr***'s refusal to make available the transfer case, impossible for Mr*** to respond to this claim, except to cite the civil code and assert that Mr*** is knowingly in violation and the fact that he fails to mention this consumer protection code is evidence that he continues to support his claims in part with a misplaced dependence on his customer's and Mr***'s ignorance of California's business codes of conduct, as well
Mr,***, however, is aware of this code and has, appropriately, filed an additional complaint with California's Consumer Affairs Division of Auto Repair demanding that ***'s AAMCO operations and license be investigatedMr*** is forwarding both of these complaints to AAMCO's Corporate Headquarters today
While Mr*** is not knowledgeable about auto mechanics and has been prevented from seeking independent assessment of the transfer case on his vehicle, there are only a few major facts not in dispute that entirely dismiss any claim made by ***'s AAMCO
1) Mr*** informed Mr*** that the transfer case was the cause of the problem experienced by Mr*** and the $1,repair was necessaryThis was factually incorrectThe repair was made and Mr*** immediately experienced the same occurence in the vehicle
2) Mr*** charged Mr*** an inflated price, $1,for a used transfer caseThe most expensive Transfer Case on ebay, for example, is a refurbished like new one for $$less than what Mr*** charged for a used one, and nearly $more than any similar transfer case to the one installed in Mr***'s vehicleThe motive for bad faith is evident in these figures(We cite today's ebay items: http://www.ebay.com/itm/1999-UP-JEEP-GRAND-CHEROKEE-NP247J-TRANSFER-CASE-/111429...⇄ /> 3) Mr*** remains in violation of Civil Code CCR He is currently being investigated and the results of that inquiry may impact this complaint in favor of Mr***
4) Mr*** attempted to charge Mr*** an additional $to make the actual necessary repair eventually settling on an additional $from Mr***At no time did Mr*** admit to making a wrong diagnosis or offer to refund any of the $for the unnecessary repair
5) If Mr*** continues to claim the repair, though not related to Mr***'s original repair request, was necessary, let him produce Mr***'s original transfer case as required by lawAny claim made by him about the condition of the transfer case, while he witholds it to prevent independent analysis, cannot be verified and therefore is made irrelevant to this complaint
6) Mr*** was charged $for a repair that did not resolve correct or relate to the vehicle issue and he is, therefore, entitled to a full refund of that repair as it was an error on the part of the certified mechanics at AAMCO***'s AAMCO has failed to protect the best interests of Mr*** and the inflated costs of the parts are clear evidence that this business seeks to gouge unaware customers who come to the shop because of the trust they have in the AAMCO brandMr*** is abusing that trust for personal financial gain and he should be stripped of his franchise rights by AAMCO Corporate which stands to be diminished in reputation as long as Mr*** holds a franchise of that brand
7) Mr*** seeks only the return of the money spent on the wrong repairHe does not seek a full refund despite the recent problems with the second repair
8)Mr*** paid for the knowledge and professionalism of trained experienced automobile mechanicsHe did not receive the benefit of experience or knowledge that are customarily and widely believed to be promised in hiring the mechanics of this national and well respected brand name
9)Mr*** failed to provide any price options at anytime and charged not only the maximum estimate but due to his wrong diagnosis and wrong repair was able to take an additional $dollars while he sought $moreHe has never acknowledged culpability in any of the numerous and, frankly, malfeasant charges piled on to Mr*** who entered this agreement in good faith and full trust of Mr***That trust was indisputably misplaced and Mr*** clearly continues to act in bad faithHe is therefore undeserving of the protections provided in this contract
10) Mr*** is not, as claimed by Mr***, marriedHe does, however, have a friend named ***Any claim by Mr*** that he entered into a contract with both individuals is fraudulent and should not be considered in this case
Sincerely,

To whom this may concern, My name *** ***, I am the owner of the business responding to *** *** letter sent to you*** in fact brought his Jeep Grand Cherokee to us on the 2nd of July with the complaint of the transfer case making noise & the wheel drive not workingWe
diagnosed ***'s Jeep with a failure of the transfer caseThe failure was due in part because the transfer case was ran very low on fluidThe transfer case was making a metallic noise, we found the transfer case was leaking at the rear output shaft seal, we then removed the drain plug & found about a 1/of a cup of fluid came trickling out of the unit, with the fluid that did come out there was obvious signs of medal debrisWe informed *** & his wife *** of our findingsWe then informed both *** & *** of their options for repairfirst we called our supplier and obtained a price of a good used transfer caseThe cost for the transfer case was $1040.00, The fluid for the transfer case was $30.00, & the labor to remove & replace the transfer case was hours for a total labor charge of $262.50, giving a total before tax of $sales tax of $for a grand total of $after explaining the price for a good used transfer case we suggested that they authorize us to remove their transfer case and open it up to inspect for internal damage caused by the low fluid conditionIn doing so we stated that if their transfer case could be repaired or rebuilt for the same cost or less than what it would cost to replace with used we felt repairing or rebuilding their transfer case would be a better option as opposed to replacing the transfer case with another used unitThe cost that was explained to both *** & *** to remove, disassemble to inspect & rebuild or repair their transfer case was hours labor for a total of $plus parts neededOnce inspected we explained to both *** & *** what they could expect based on what the inspection would revealThe conversation we had prior to starting any work was that if their transfer case is so badly damaged and if we can not repair or rebuild theirs for the same cost or less, then the good used option would be the least expensive option*** & *** authorized us to perform the inspection for $After transfer case was torn down we determined the damage was so great considering there was virtually nothing inside the unit that was reusable, there was actual melted metal & aluminum due to low fluid conditionAt that point it was clearly more cost effective to replace the transfer case with the good used option we had previously spoke aboutPlease note that we had spoke with *** on 7/3/at about 4:35pm to inform him of our findings& that *** authorized us via the phone to exchange his transfer caseI also want to note that the $that he had previously authorized for the inspection he did not get chargedWe charged him a total labor cost of $to exchange his transfer case plus the $for the transfer case unit, plus the $for fluid, plus $in sales tax totaling After installing his transfer case we road tested the vehicle and found the transfer case was working properlyI also want to note we did not take the vehicle on a long road test because this is an all wheel drive vehicle & this vehicle had different sized tire on itAll wheel drive & especially all wheel drive vehicles must have the same sized tires on it or gear box damage will occurWe informed *** of this problem & he told us he would get the tires replaced immediately after he picks it upA few days after the vehicle was delivered *** brought the vehicle back in & stated he was hearing noise like he had heard before we replaced his transfer caseWe inspected his vehicle & we had determined the transfer case was damaged due to the fact in out opinion *** had not yet replaced his tiresWe found with all wheels off the ground that only tires would spin under it's own powerWe replaced the transfer case at no chargeAfter replacing the transfer case we again had all tires off of the ground and noticed that only tires would spin under its own powerThe left front tire would move freely but not under it's own powerWe then removed the front differential cover (pan) & found the spider gears where the front axles spline into were actually missingThis explains the noise *** complained about when drivingWe assume that when *** explained that when he bought the Jeep from an auction & that the front drive line was missing that this was the reason the drive line was out of the vehicleFor customer service purposes we offered to *** that if he purchased a good used front differential assembly that we would install it at no labor chargeWe offered this to try to help *** agreed to purchase the front differential which he did for $which was our shop cost (no mark up) & we installed the unit at no labor or fluid costAfter installing the front differential we verified all tires were now spinning under its own powerThe other facts are *** never asked to see the internal componets of his transfer caseWe had his old transfer case for over a week before we sent it back as a coreI want to make sure you folks understand that this shop never has done any work on a customers vehicle without authorization, all customers including ***'s authorization comes via phone, text, or in person***'s claim of our wrong doings are falseI understand his frustration which is why I offered to help him where I could, but I will not accept his claim of doing repairs without his knowledge, and I also will not accept the fact that his transfer case was not internally damaged as he insinuates, I personally saw the inside of his old transfer case & the extreme damage that was caused by running it almost out of fluidThe fluid level was a total of a bout a 1/cup, The capacity is about 1/quartsI am not sure of what else we could of done to help ***

My response is the same as the first response I just had a visit from the bureau of automotive repair in regards to this situation I will let them judge the situation and then go from there.*** ***

Company states our first response is the same as nowThere is no merit behind the allegationsWe did what was necessary and there were multiple problems with car