Certified Automotive of Atwater, Inc.

On 12/16/I contacted Certified AutomotiveAsked them if they could check on a coolant leak for my Dodge Intrepid I took the car in on 12/18/Certified checked on the leak and stated it was a thermostat housing that was leaking On 12/19/They called and said it was not the thermostat housing which they replaced, but it was the water pump and asked for approval to replace which I said yesLater on this day I was sent a text message with pictures from *** the manager showing me pictures of sludge in the engine after they removed the valve covers I asked *** if they could remove the sludge and he stated that he will not attempt that because of the importance not to interrupt the motor in that way On 12/20/I went to Certified to see if my car was ready, it was being worked on and the mechanic *** told me he had removed some sludge He stated it should be done later that day *** called me approx4:p.mand told me I could pick up the car it was f

Initial Business Response /* (1000, 7, 2015/05/20) */
In reply to [redacted], [redacted] is the owner and was not on the premises during any encounters or phone calls. I talked to [redacted], who came into the shop with his own control arm bushings and wanted us to install them for him. We...

removed the right front wheel to remove the lower arm and replace the customer's supplied bushings. Once the bushings were replaced and the control arm was installed, we moved to the left front wheel. Two lug nuts were cross threaded or over tightened to the point where the threads were stripped. I walked out to the curb where [redacted] was sitting in the parking lot and talked to him about the situation. T suggested rotating the tires and he stated that the tires were different sizes and that he had just had them rotated because larger tires were put on the front. I gave him a quote to replace the two bad wheel studs and nuts on the left front wheel and he stated that it was too high, so he would take it to someone that would do it cheaper. We removed the left control arm and sway bar link pin without removing the tire and I again walked out to where [redacted] was and explained that the link pin would not be able to be reused as the ball joint was excessively lbose and would not retighten. [redacted] was given an estimate for the link pin, which he declined as well and stated that he had replaced the sway bar himself I stated that we would try to make it secure, but with no guarantee. After we replaced the control arm bushings on the left front with the tire still in place, the two lug nuts and sway bar link pin would not tighten. I again went to [redacted] and let him know he reiterated that he could have it done cheaper elsewhere. At the time of check out, I explained to [redacted] that the link pin did not tighten and that we did not tighten the lug nuts on the left front wheel because they could break.
The only repairs done on the vehicle was placing the lower control arm bushings that [redacted] authorized by signing for on the work order. No unauthorized repairs were done to this vehicle. I went home on 4/29/2015 and returned to work on 5/1/2015 due to having the flu. When I returned that Friday I was told [redacted] had called. I returned the call and left a message, which was returned on 5/5/2015.
Regarding the wheel, [redacted] stated that the drivers side front wheel had chipped powder coating when I spoke with him on the phone even though we did not remove that side at all. Thank you very much for your time in this matter, I will be waiting to hear back from you.
Sincerely yours,
[redacted]
Manager at Certified Automotive
Initial Consumer Rebuttal /* (3000, 9, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me start by saying that Certified Automotive believes they are not the cause of chipping the front left wheel's powder coating because they did not remove that side. Then how come in your response you stated that the right front wheel was removed to replace the lower control arm and replace customer supplied bushings. I would assume the left front would be the same procedure. In the same sentence you stated you moved on to the "left front wheel", either to remove the lower control arm like above or for "Rotating tires" which was the reason you gave me on the phone. If the wheels actually had to come off to install the bushings then you couldn't have put my front left bushing on if you ended your response with, "even though we did not remove that side at all". Either way work was done on the left front wheel and your mechanic/s did not take standard precautions which resulted in chipped powder coating around the two very same lug nuts that were either cross threaded or over tightened. Proof that Certified Automotive caused damage to the front left wheels powder coating either authorized or non-authorized work. (Pictures to prove)
After receiving the call about the lug nuts I go to Certified Automotive and they inform me of the difficulties of the end link bolt. After awhile of waiting the manager said they got the bolt to tighten and that all I had to worry about was replacing the two wheels studs. After returning from the test drive around the block which I heard numerous sounds coming from the suspension and wheel, I asked the master technician if my car is safe to drive. The master tech said as long as I don't drive for long distances or aggressive driving I'll be ok. From Certified Automotive I drive straight to multi-state automotive repair chain and that's when they inform me that my sway bar is not even bolted on. Again, I have pictures to prove. My car was not safe to drive. The shop quoted me for the repairs to the wheels studs and end link bolt and I approved the work since it was substantially less than what Certified Automotive quoted.
Certified Automotive has been dishonest about the initial quote of $225 and then charging me $270. They have been dishonest about not touching the front left wheel causing damage which is absolutely absurd. They have been dishonest about my end link bolt being tightened, when there are pictures showing the nut on the end link bolt totally void of being installed. Certified was dishonest in telling me that my car was safe to drive when a major component of the suspension was not installed
I will not accept the response from Certified Automotive as adequate unless I receive compensation for damage obviously caused their shop ($250) and the difference ($45) between the original quote given ($225) and the work order of ($270), for a total of ($295)
Final Business Response /* (4000, 31, 2015/07/21) */
[redacted], Your first letter states that we stripped the lug nuts on the tire that was never removed. You also stated that the master technician told you that the car was safe and that you talked to the owner. He is the master technician and owner. He was also never here. You claim that we performed unauthorized work, yet you signed for the repairs prior to the car even going into the shop. All other letters from you regarding this case do not match your initial letter of complaint. I fully believe that your concerns are unjustified and because of this, we refuse to capitulate.
Sincerely,
[redacted] Manager
Final Consumer Response /* (4200, 33, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How many times do we have to beat a dead horse? I have no reason to lie about my accounts. If the mechanic that talked to me in the office said that he talked to the master mechanic about my car being safe to drive, then he lied to my face. I was fully aware the owner was gone because I requested to speak to him. My initial letter of complaint and letters here have been all in the same. We can go on and on about the entire timeline of events but the fact still remains that my vehicle was damaged by your shop. I have no reason or desire to spend my time and energy on this complaint if I was not one hundred percent positive that Certified Automotive was the cause of damage done to my car. As long as I have the option to not accept this business' resolution, without the quoted repair price for damaged, I will.