[redacted] came into our shop on 2/27/17 with a check engine light and upon scanning the check engine light with a diagnostic computer, only one error code was present. The error code stated the oxygen sensor was faulty. I talked to [redacted] directly and gave him an ESTIMATE of $125 to replace the...
oxygen sensor as it was the only code present at that time. Very simple diagnostics. He agreed and I went to check his part and labor actual cost which came to $200. I talked again to the customer stating the ACTUAL price which was unfortunate but the original estimate was in no way the final price and he was in no way forced to do the repair. I had not looked up the price yet, he had simple asked for a cost before I was able to look up exact pricing. I in no way gave him any forced purchasing advice and no labor or part purchasing was done until he agreed to the $200 quote. He said he "had to get it done no matter what" which is true with trying to get the car ready for inspection. We completed the work and reset his check engine light, he paid and was out the door without issues. [redacted] comes back on March 29th stating we did false diagnostics on his oxygen sensor and demanded a refund before giving us a chance to check the car first. He stated he had already taken the car to another shop and had the necessary repairs done. Doing so gave us no chance to help him address the check engine light correctly through us, his original repair shop. He had stated the light came back with a new code for the catalytic converter. This was NOT a false diagnostics. His first visit here, he had a different code present and once it was fixed, a new, different code is now present. This is a very common issue. The oxygen sensor was faulty and unable to detect any issues with the catalytic converter. But since we had replaced it and the sensor was now working, it was able to detect a faulty catalytic converter. No matter what, both parts needed repairs, it was only until the oxygen sensor was now working was it able to detect a faulty catalytic converter. We tried to explain this to our customer and he stated no, that we were wrong and he wanted a full refund. He felt we were blowing him off and did not want to hear him. We do not refund labor in any case, this is a shop policy displayed in our waiting room. Secondly, we cannot offer a full refund when the vehicle has a different issue than what we correctly repaired during his first visit. [redacted] was not intentionally being rude or refusing to help the customer, but we can not help if the customer comes in only wanting a full refund and not understanding our explanation of how the catalytic converter being faulty was not a result of misdiagnosis.At Cj's Mufflers & Automotive we try to be as transparent as possible with repairs and explain diagnostic results for complete customer understanding. We are more than willing to help [redacted] further understand the process of how oxygen sensors and catalytic converters work together so there is no confusion or feeling he was taken advantage of by our shop. We do not give out false information for our customers to come back upset wanting refunds. We have a strong positive customer base and want to continue upholding that.Thank you.
Hello [redacted] To start, I'am not sure where you are getting your numbers from. You are asking for a refund in the difference in price between what you paid for the oxygen sensor and we charged you. You are claiming there is $80 price difference? We charged you a total of $200, part cost was $165 and labor charge was $35. Refunding you that amount surpases markup by a large amount. We used the OEM part for your vehicle, which is definitely not a mark up of $80 I can assure you that. We did not use a discount or store brand for your vehicle if that is what you are basing your number off of. Also the diagnostic computer we use, which is on a daily basis, is very accurate. It does not misdiagnose, it is a very straightforward diagnostic tool. If anything it gives us exact information to which we use for further diagnostic measures. We do have advanced diagnostic machines as well but in a case like this, they are not needed. This is a very common issue on many vehicles and in no way do I discredit any mechanic shop or yourself, but it is not about a diagnostic computer doing a misdiagnosis here. The computer pulled up an oxygen sensor error only. Once fixed, it pulled up a catalytic converter code apparently to which we were not given the chance to see or diagnose ourselves. Reason for the new error was the repair of the oxygen sensor. I do understand the frustration in fixing a defective part only to reveal another defect but that is beyond anyone's control. Vehicles have a very expanded error code system. A catalytic converter code will only be exposed if there is an issue with said part, but if the sensor that detects a faulty converter is not working, then you will never get a faulty converter code until it is fixed. That is what has happened here. I simply cannot off a refund of $80 on the grounds of I don't know where the idea of you believing our markup is over 60% of a parts cost, you not bringing attention to us of a check engine light returning to which we would have assisted you without hesitation, and also on another shop reporting we did a misdiagnosis when they were not present or had did a diagnostics previous to you coming to our shop. That is a policy that is widespread used in automotive repair shops. I'am here to answer and assist your concerns though. When you visited our shop you requested a full refund to which we denied. Making this complaint through Revdex.com, you are now requesting an $80 refund based on the difference in part cost and markup. You believe the part costed $120 but in fact, your total invoice was for $200. That total price included parts and labor charge. Your invoice displays this. These are the facts we are presenting. You have every right to display your unsatisfaction where ever you would like to, just as Revdex.com is available to show responses from a business as well and try to help the customer - business relationship. You are more than welcome to give us a call or stop by the shop once more if you would like for me to discuss this issue in person with you. We have zero desire to falsely repair vehicles to lead to issues like this and stand by our work. No one here would purposely upset a customer then bother dealing with such issues but we make ourselves available at every chance. You have our information if you would like to go over this information and I can personally show you how we base our diagnostics and pricing. Thank you
[redacted] came into our shop on 2/27/17 with a check engine light and upon scanning the check engine light with a diagnostic computer, only one error code was present. The error code stated the oxygen sensor was faulty. I talked to [redacted] directly and gave him an ESTIMATE of $125 to replace the...
oxygen sensor as it was the only code present at that time. Very simple diagnostics. He agreed and I went to check his part and labor actual cost which came to $200. I talked again to the customer stating the ACTUAL price which was unfortunate but the original estimate was in no way the final price and he was in no way forced to do the repair. I had not looked up the price yet, he had simple asked for a cost before I was able to look up exact pricing. I in no way gave him any forced purchasing advice and no labor or part purchasing was done until he agreed to the $200 quote. He said he "had to get it done no matter what" which is true with trying to get the car ready for inspection. We completed the work and reset his check engine light, he paid and was out the door without issues. [redacted] comes back on March 29th stating we did false diagnostics on his oxygen sensor and demanded a refund before giving us a chance to check the car first. He stated he had already taken the car to another shop and had the necessary repairs done. Doing so gave us no chance to help him address the check engine light correctly through us, his original repair shop. He had stated the light came back with a new code for the catalytic converter. This was NOT a false diagnostics. His first visit here, he had a different code present and once it was fixed, a new, different code is now present. This is a very common issue. The oxygen sensor was faulty and unable to detect any issues with the catalytic converter. But since we had replaced it and the sensor was now working, it was able to detect a faulty catalytic converter. No matter what, both parts needed repairs, it was only until the oxygen sensor was now working was it able to detect a faulty catalytic converter. We tried to explain this to our customer and he stated no, that we were wrong and he wanted a full refund. He felt we were blowing him off and did not want to hear him. We do not refund labor in any case, this is a shop policy displayed in our waiting room. Secondly, we cannot offer a full refund when the vehicle has a different issue than what we correctly repaired during his first visit. [redacted] was not intentionally being rude or refusing to help the customer, but we can not help if the customer comes in only wanting a full refund and not understanding our explanation of how the catalytic converter being faulty was not a result of misdiagnosis.At Cj's Mufflers & Automotive we try to be as transparent as possible with repairs and explain diagnostic results for complete customer understanding. We are more than willing to help [redacted] further understand the process of how oxygen sensors and catalytic converters work together so there is no confusion or feeling he was taken advantage of by our shop. We do not give out false information for our customers to come back upset wanting refunds. We have a strong positive customer base and want to continue upholding that.Thank you.
Hello [redacted] To start, I'am not sure where you are getting your numbers from. You are asking for a refund in the difference in price between what you paid for the oxygen sensor and we charged you. You are claiming there is $80 price difference? We charged you a total of $200, part cost was $165 and labor charge was $35. Refunding you that amount surpases markup by a large amount. We used the OEM part for your vehicle, which is definitely not a mark up of $80 I can assure you that. We did not use a discount or store brand for your vehicle if that is what you are basing your number off of. Also the diagnostic computer we use, which is on a daily basis, is very accurate. It does not misdiagnose, it is a very straightforward diagnostic tool. If anything it gives us exact information to which we use for further diagnostic measures. We do have advanced diagnostic machines as well but in a case like this, they are not needed. This is a very common issue on many vehicles and in no way do I discredit any mechanic shop or yourself, but it is not about a diagnostic computer doing a misdiagnosis here. The computer pulled up an oxygen sensor error only. Once fixed, it pulled up a catalytic converter code apparently to which we were not given the chance to see or diagnose ourselves. Reason for the new error was the repair of the oxygen sensor. I do understand the frustration in fixing a defective part only to reveal another defect but that is beyond anyone's control. Vehicles have a very expanded error code system. A catalytic converter code will only be exposed if there is an issue with said part, but if the sensor that detects a faulty converter is not working, then you will never get a faulty converter code until it is fixed. That is what has happened here. I simply cannot off a refund of $80 on the grounds of I don't know where the idea of you believing our markup is over 60% of a parts cost, you not bringing attention to us of a check engine light returning to which we would have assisted you without hesitation, and also on another shop reporting we did a misdiagnosis when they were not present or had did a diagnostics previous to you coming to our shop. That is a policy that is widespread used in automotive repair shops. I'am here to answer and assist your concerns though. When you visited our shop you requested a full refund to which we denied. Making this complaint through Revdex.com, you are now requesting an $80 refund based on the difference in part cost and markup. You believe the part costed $120 but in fact, your total invoice was for $200. That total price included parts and labor charge. Your invoice displays this. These are the facts we are presenting. You have every right to display your unsatisfaction where ever you would like to, just as Revdex.com is available to show responses from a business as well and try to help the customer - business relationship. You are more than welcome to give us a call or stop by the shop once more if you would like for me to discuss this issue in person with you. We have zero desire to falsely repair vehicles to lead to issues like this and stand by our work. No one here would purposely upset a customer then bother dealing with such issues but we make ourselves available at every chance. You have our information if you would like to go over this information and I can personally show you how we base our diagnostics and pricing. Thank you