Champion Auto Service of Killeen

Complaint: [redacted] I am rejecting this response because:By rejecting Champion response I am requesting a fair hearing because I disagree with the response made by Champion AutomotiveI understand an administrative law judge will listen to the cases presented with both parties and will determine if state and federal laws were followed correctlyI never authorized Champion to perform any additional repairs with written authorizationI want to continue the complaint I have taken against champion while waiting the hearing decisionI was never advised or told by Champion that it would take five months to repair my car, knowing that I have three minor children and a job, otherwise I would have carried my car elsewhere Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:By rejecting Champion response I am requesting a fair hearing because I disagree with the response made by Champion Automotive. I understand an administrative law judge will listen to the cases presented with both parties and will determine if state and federal laws were followed correctly. I never authorized Champion to perform any additional repairs with written authorization. I want to continue the complaint I have taken against champion while waiting the hearing decision. I was never advised or told by Champion that it would take five months to repair my car, knowing that I have three minor children and a job, otherwise I would have carried my car elsewhere.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This agreement was made between myself [redacted] and champion automotive on may 14, 2015. As consumer, and champion auto here after to referred to as champion auto. In consideration of the mutual agreement here in contained the parties here to agreed as follows: On that same date May 14, 2015 I [redacted] agreed to pay champion 4,917.79 of the replacement of a new engine. At which time no additional new parts was agreed to added. According to the agreement all parts and labor would be included in that amount paid to champion automotive. All prior agreements between myself and other persons of champion pertaining to the additional new parts to be described in their response of 8/13/2015 was not discussed between the parties here in. I had no knowledge of such cost as to additional parts such as sensors here in. I here by terminate, recended, revoked, and denied as to the truth of the matter in their response of 8/13/2015, sensors and new parts agreement. I never agreed to pay for new parts in consideration of the services rendered and to be rendered to by champion automotive, which involves professional misconduct, and information. At this time I [redacted] believe I should not be held responsible for any additional repairs on my vehicle.
Regards,
[redacted]

Mrs. [redacted],  Champion Auto would like to express our deepest regrets for the intentional time it took to repair your vehicle and whatever else you encountered in your day to day activities. It’s not our habit to make such errors. Unfortunately, dealing with the car repair business every clients vehicle is different. We do understand and apologize for any inconvenience that this may have caused you, Mrs. [redacted]. The company would have been more then welcome for you Mrs. [redacted] to stop all repairs prior being contact that your vehicle was ready for pick up. However, the repair are done and Mrs. [redacted] has been contacted via phone on several occasions on what was and has been done for several weeks leading up to the finish date. With efforts to improve the overall quality our services, it did actually take some time. These efforts should prevent damages and recruits of the issues of overheating with your vehicle as I stated in the prior response. We're always keen to acting proactively and planning ahead.In response to this unfortunate incident the company did replaced the faulty oxygen sensors; in which Mrs. [redacted] verbally agreed to via phone on 8/13/2015. In result to that, we did not charge any labor and discounted the parts 25 percent off as I stated before.  We are doing everything we can to make Mrs. [redacted] at ease with this unfortunate situations. I hope this resolution will compensate for the lost time and effort.This incident has been duly noted and the necessary precautions have been put in place as preventive measures.As per our policies, you are entitled to any work that's covered under warranty and the company did provide that services and repairs to the warranty repairs as agreed upon.  We are continuously learning to provide the best level of service to our clients. If there is anything else that I can do for you, Mrs. [redacted] in this matter, please inform the company. However, a refund is out of the question the company did perform the necessary steps to insure the [redacted]s warranty work was done to the best quality we can provide.  We are always interested in listening to our clients and knowing their opinions. I am confident that your next feedback will be a positive one. We value your business and wish to have you in our long list of satisfied clients. Thank you very much.

To begin with Champion Auto is incredibly sorry for any inconvenience these issue may have caused the [redacted] family, we sincerely apologize. In response to [redacted] Revdex.com complaint, I have taken the liberty of resubmit a full detailed report on the actions that were made to get Mrs. [redacted]...

vehicle properly operational.  Mrs. [redacted] indicated the vehicle was overheating. Once vehicle was diagnosed, Mrs. [redacted] was contact via phone to discuss the estimate and what repairs need to be done in order to solve her problem overheating problem. The issues with the vehicle were as following: Many DTC's codes stored meaning “diagnostic trouble code”. Which were vanos failure (jammed). The technician who is ASE certified recommended to rebuild or replace unit. There was also multiple misfires. Head gasket appears to be bad. So the only solution was to rebuild or replace.  The repairs were approved by Mrs. [redacted] for a used engine and deposit was paid of the amount of 2,000.00 on April 28, 2015, the company proceed to locate a used engine to replace the non- operational engine previously in the vehicle. Mrs. [redacted] was aware that the process does take some time and the vehicle would be with us for awhile. There was never a promised on what time frame the vehicle would be guaranteed return to the client. The reason being it's difficult to locate a used engine for a 17 years old BMW 528i,  that was fully capable if no failures from a third party. Once the used engine was shipped to Champion Auto the technician proceed on re-sealing the used  engine and replace the existing engine. Once the vehicle was repaired Mrs. [redacted] was contacted. Mrs. [redacted] paid her additional balance of 2,917.02 on May 14, 2015. When the vehicle left Champion Auto it appeared to be properly operational with no signs of overheating from several road test and scans. As stated on invoice, the used engine that Mrs. [redacted] purchase was under a 3 month warranty and was re sealed with all new parts as shown on invoice that Mrs. [redacted] in fact did sign on May 14, 2015. We were happy to assist her is there was any issue with the engine because of the warranty. According to my research, Mrs. [redacted] had to have the vehicle towed in; which the company did pay for the towing fee on May 15, 2015.  The vehicle was towed from Terrace drive in Killeen, Tx which is 3.4 mile from Central Texas Expressway in Killeen, Tx. However, we do apologize that it had to be towed here under any situation.   Vehicle was inspected that found that the engine was misfiring again and had to be replace. From then we contact the company in which we purchased the engine from for a replacement. The company did resend a used engine that was replace and install on June 9th of 2015. When performing road test the vehicle still showed failures. Again, the company took the same step on contacting the engine company for a replacement engine. After the 4th engine was non- operational the owner made the decision to rebuild the engine. Mrs. [redacted] did have the opinion of rebuilding the engine back in April, however she decline due to the price difference. Meanwhile, for customer service reason the owner paid over 4,000 dollars on labor and parts to guarantee there would be no further issues with Mrs. [redacted]'s vehicle. With several road test and a rebuild engine the repairs were completed on August 13, 2015. With all of the replacements the [redacted]s have had contact with the company with every step of the way. In fact Angel has been in touch with both Mr. and Mrs. [redacted] and a  family member.  On August 13, 2015, the client was informed that the engine was perfectly fine with no issues that was occurring and the vehicle can be picked up at their convenience . Angel, did state to Mrs. [redacted] that she would see a very faint amount of smoke due to the exhaust has coolant in it and  naturally burn away. Angel also made Mrs. [redacted] be aware that she need to replace her oxygen sensor which was not under warranty for the used engine job. Mrs. [redacted] stated that she want the oxygen repairs done and had no problem with the cost. As a favor for the trouble Champion Auto did not charge Mrs. [redacted] for any labor to replace the oxygen sensors, only part cost with 25 percent discount on the list price.  Mrs. [redacted] has been notified by via voice mails that her vehicle is ready for pick up. We will continually try to reach out to Mrs. [redacted]. Again, we do apologize for the time that inconvenience the [redacted] family in any way.  Thank you Revdex.com for notifying us that Mrs. [redacted]  has some issues and concerns. We will get in contact with Mrs.[redacted] and see if there’s anything we can do for  to put her at ease. Champion Auto as a company take feedback very seriously  we are always striving to improve our services. We welcome any additional feedback you may have. All document to support our response will be fax over for review.

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