Chapman Payson Auto Center

Review: traveling from [redacted] to [redacted] on Tuesday September 30, 2014, we experienced problems with the operation of our 1995 Buick Park Avenue Ultra. We made it to Chapman Auto Center in [redacted]. I left the car running so that they might check for any commuter codes in memory to assist them with the problem as I described it to them. The auto center then diagnosed the problem. We were told that we had a faulty crank sensor and bad harmonic balancer. I was told that the harmonic balancer part needed to be sent from [redacted] and would not be available till the next day after 1:00PM. I was not given an estimate of repairs but decided that these parts needed replacing if I was going to continue on our trip to [redacted]. I noticed on their computer while our vehicle was being entered that the cost of the harmonic balancer would be about $300. that evening while in our motel room I looked up the genuine GM part for our Buick and found that my retail price was about $161.00. The Buick was finally repaired about 5:30 PM on Wednesday October 1, 2014. I brought up the cost issue on the harmonic balancer when the bill was presented and after showing that I could buy the same part for far less they reduced the price but it was still above my available retail price. I paid the bill and did not question that they also charged $25.35 for a single bolt and $26.04 for sealant I know I could probably buy at any auto parts store for less than $10.00. We just wanted to be on our way. The final bill was $740.64. We started toward [redacted] and got about 25 miles then the engine light came on again and the car was starting to run rough like just before the $740.64 repairs were done. We returned to [redacted] and I did an on line appointment with the service center for 7 AM Thursday October 2nd. I arrived at the center early but had to wait till about 7:45AM before they entered the Buick into their system again. [redacted]Their service center is advertised as being open at 7AM but does not actually open till 8AM. No mechanics or service technicians arrived prior to 8AM[redacted] When they reviewed the problems described they now said that it was a faulty fuel pump and I was given a $972.33 estimate for additional work that was needed. I discussed the problem of their service & my bill from the prior day with the Service manager [redacted] and also researched that the fuel pump would cost me $141.28 at retail for a genuine GM part VS the $252.69 on the proposed work outline. They also said that the part would need to come from [redacted] and would not be delivered till Friday afternoon if I wanted to go ahead with the repairs. I discussed the outrageous prices being charged with the Parts Department manager and he had an excuse that the site I was referring to was a dealer out East that was selling parts for far less than repair centers could buy them for. He did however start reducing prices and the service manager told me I would get a 15% discount on the labor. They were also going to charge me for a exhaust leak that developed after the 1st repairs. There had never been an exhaust leak prior to their repairs being done. Because the Buick was able to be run I asked for the car and had NO further work done because they had already charged me so much for repairs that probably did not need to be done. We went back home to [redacted] and arranged to have the fuel pump checked and if needed, replaced at our local shop where we have had very good quality service done at a fair price. I decided to check and see if the Parts manager was telling the truth about the site where I found prices far less than the Chapman Service Center prices. I found that [redacted] has a AC Delco genuine GM replacement fuel pump for this Buick for under $110.00 which included parts that Chapman would have charged me an additional $72.79. I feel that Chapman auto center took advantage of our situation and failed to properly repair the Buick as should have been done for less than the $740.64 charged. even though this is a 1995 vehicle, we have done and have records of quality repairs and service being done on a regular basis. the car had 92387 miles as shown on the Chapman service center receipt for the $740.64 bill. I am not afraid to have anyone look at this vehicle or have it inspected to determine how it has been maintained.Desired Settlement: I would like to have a billing adjustment or refund for service work that was supposed to correct the problem. I also would like to see that the ultra high prices for parts be addressed.

Business

Response:

Service Manager [redacted] has spoken to **. [redacted] and they have reached an agreement of refunding the customer [redacted]. Check #[redacted] for $350.00 will go out in today's mail.

Review: On 6/14/13, my family and I were traveling from Tempe, Az to Forrest Lakes, Az area to camp. About 10 miles from Payson on the Beeline Highway, my vehicle overheated due to a hole bursting through the overflow coolant tank. We took another vehicle following me in to town and purchased a repair kit to get me at least to town and visit the dealer first thing in the morning since this was a dealer item needed to replace. After sleeping in the parking lot at [redacted], I took the truck in to Chapman Autocenter in Payson to have them look at the truck, replace the tank and see why the truck overheated in the first place. They informed me they had to perform an engine block test first to make sure nothing had blown and then could go from that point with researching. Some 4 hrs later, I asked the service guy ([redacted]) if any word on the test, he went to check on the truck and returned to inform me that it passed the test and the mechanic was almost done putting in two new thermostats, without my authorization. I asked if that was the problem and the response was, Apparently so!" After about 6 hrs waiting and $600 later, I was on my way to the campsite, to only make it 20 miles away from the dealership and overheat again, to the point now I had to have it towed back to the dealership. They then said I had heater hoses that were bad and needed to be replaced and that was the problem. I left the truck for a week. so the could diagnose the problem, as I doubt bad hoses could make it overheat so bad. After a week, they told me it was the hoses and they replaced them., again, without me authorizing them to do so. I informed them prior to them replacing that I felt that they replaced thermostats without my authorization that obviously wer not the problem. The truck overheated again after spending the $600 for them and the coolant tank, I am not paying for the hoses, should be at their cost. After dealing with ** in Detroit, ** agreed to send me a $100 certificate to use at any dealership if I would pay the $200 to get my truck back. I did so, needed my truck. So I traveled back to Payson, paid an additional $210 to get my truck and was done. We went back up to Payson to camp again, towing my trailer again, on 7/25/13, to only make it about half way to Payson as the truck overheated again. Ruined our weekend again and returned home. Had the truck looked at by an independant diesel performance shop and in one day they found that the radiator was completely clogged on the outside from normal debris, bugs and dirt! Problem solved in one day where the ** dealership had it in total about a week and could not! The dealership obviously fixed things again that were not the problem, all without authorization to do so at first, and charged me a total of out of pocket cost of $708.61, this is deducting their $100 certificate that ** did send me. I want my money back as service performed were uneccessary and did not correct the problem. Please help us recover our funds and hold this dealership accountable for their practices. Thank you.Desired Settlement: I would like my money back for unnecessary repairs performed on my vehicle that did not fix the problem. No change in the performance of the truck occurred after over $700 was spend on repairs.

Business

Response:

To whom it may concern:

In response to the concern filed ID number [redacted],

We did receive this vehicle on 06/15/2013, we wrote an

invoice number [redacted], in which the

Customer stated that the hose at the reservoir was off and

that the reservoir bottle was cracked,

And had overheated. The service advisor recommended that we

perform a block test on the

Engine to determine the extent of the damage, the block test

came back negative, and he

Recommended replacing the thermostats, and the reservoir, at

which time he filled out an

Estimate, that by the way the customer signed, I will attach

a copy of the document.

Now at the time of completion we checked for leaks and

overheating at which time we did not

Encounter any problems at all. Not knowing what kind of

service history or maintenance on this

Vehicle, which by the way has 207101 miles on it. The

customer took his vehicle and proceeded to

Hook up his travel trailer and proceed with his trip, 20

miles from here he had a heater hose rupture

And leaked coolant, which by the way if it had been leaking

here we would have addressed this issue

As well, it leads me to believe that the customer did not

keep his vehicle maintained as should be,

We had the vehicle towed back and we found the

aforementioned heater hoses leaking which

Requires that your remove a portion of the top of the engine

to access the hoses, I called the customer

At which time he informed me he had not authorized the

thermostat replacement on the prior visit, I

Informed him I had a signed estimate and he stated he had

not, at which time I advised the customer

I would reimburse him the amount for the thermostat

replacement in the amount of 232.42.

We replaced two heater hoses after which I personally road

tested 22 miles the vehicle did not

Overheat. Now I am being informed that the customer took his

vehicle in and found the radiator

Clogged on the outside with bugs and debris, which for a

vehicle with 207145 miles on it can only

Be expected if the vehicle is not maintained correctly, Now

in both cases the customer came in with

A coolant leak and in both cases we stopped his coolant

leaks at the time, we do not and I will not

Condone the installation of insurance parts as a way to pad

the bill, we do not do business that way,

I think in both cases we addressed the customers concerns,

and we also reimbursed him for work performed that he authorized and signed for

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The response the dealership has given is not completely accurate and I am insulted that they say I signed the estimate. There was no estimate given, I only was presented a paper to sign when the service advisor [redacted] took my truck to the back to have it problem solved. I was never asked for authorization to put in thermostats and challenge then to show my signature authorizing them to place them in, it does not exist. Furthermore, that is not my total complaint. My complaint is that the dealer did not perform a thorough inspection of the cooling system or they would have seen that the radiator was plugged from the outside from bugs and debris. Something that happens over time. If an indendant shop saw this the first time they looked at it, why did the dealership not see this in the weeks time they had my vehicle? Then replace items that were not the problem for the vehicle to overheat yet a third time which prompted me to go to the independant shop for help, since Chapman Payson was obviously not equipped to find the problem. I would like for the dealership to step up and reimburse me for the amount I had to pay to fix the problem, which is $359.35, which I have presented this receipt to ** representative [redacted]. I have spent now over $1000 for a repair that really should have been between $300-$400 total and a one day job. Instead, the dealership held my vehicle for a week and could not find this simple answer and fix for the overheating. I tested the truck, towed it back to where the dealership is in Payson and higher elevations and it worked fine after the independant performance shop cleaned the radiator to now get proper air flow. I think it is insulting to say poor maintenance of the truck on my part. I have my vehicle maintained and for you to have it a week and still could not find the issue, what does this say about your performance in this situation. Please do the right thing for your customer! Regards,

Business

Response:

I am sorry that Mr. [redacted] is still unhappy after having already been reimbursed $232.42 for the thermostats he says were not authorized.

I would like to state again that after each repair, the vehicle was tested for coolant system leaks and test-driven and did not over-heat.

In the interest of Goodwill, attached please find a copy of check #[redacted] in the amount of $359.35, as requested by Mr. [redacted].