Clark's Performance Diesel

Review: Our 2006 Ford F-250 was originally towed to this business the week of 10/27/15. Their original diagnosis was replace the high pressure oil pump and then we were told it needed new injectors. We picked the truck up on 11/19/15 and paid $3,482.49, which included among other things charges of $730.57 for a new high pressure oil pump, $278.32 for a new regulator, $493.34 for two new injectors, along with labor totaling $703.50 for the alleged replacement of the parts. The truck barely made it to our house (approx. 20 miles) and had to be returned to this business. We were then told the diagnosis was a loss of compression on the #8 cylinder and that another injector would need to be replaced. We were later told that the truck had a cracked head. The truck sat on the lot until 4/1/16 without being repaired. When it was picked up to be towed to a certified mechanic in [redacted] we incurred additional charges of $600, which was for a new injector ($246.21) and related labor charges ($225), along with a charge of $187.50 for the diagnosis of loss of compression. There was an indication on the bill that there was a labor discount of $73.34. The certified mechanic in [redacted] determined that the #8 piston was blown and that the truck needed a new motor. While taking the truck apart it was determined that the high pressure oil pump had never been replaced. I have pictures of it showing rust and wear, clear indicators that it was not new. The regulator was not new. I have pictures of that as well. It was also determined that only two injectors had been replaced and that the right side injector we were charged for had not been replaced. I have these parts available that can be used as exhibits.Desired Settlement: We were charged for services not provided, which include $730.57 (high pressure oil pump), $278.32 (regulator), $547.50 (labor), $246.21 (fuel injector), $225 (labor). The total of these charges is $2,027.60.

Business

Response:

We have contacted Mrs. [redacted] to resolve the issue with the refund but have not got an answer nor a call back we would love to refund the money to her. We don't do business like that and we are sorry that it had happened to her but it did and we are sorry. Our communication here at the shop was backwards on what vehicles had what parts. After receiving a certified letter from Mrs. [redacted] I looked into this problem myself and could not come up with a proper answer to defend our case. So with that being said we would love to hear from Mrs. [redacted] so we can return the money back to her. Thank You,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I met with Mr. [redacted] on Wednesday, 6/15/16, and received a refund of $2,027.60. I consider this complaint resolved and appreciate Mr. [redacted] quick response to this matter.

Regards,

Review: On 8/10/2015 at approximately 6pm I was traveling on I64 W heading home to [redacted]. I had a tire blow out and called the state police who sent an officer who called clarks performance to change my tire. They did this and charged me $200 which I thought was excessive but paid and asked for a receipt. The man ([redacted] ) said he didn't have one and they would send an email the following day. Then I realized that I had a dead battery. The Trooper told me that he would give me a jump. [redacted] left and I continued home. The next day I called clarks to ask for a paper receipt which I received today showing I paid $200 for tire change and jump start. I called the owner who told me that he had to write what they had been called out for. How on earth could they have been called for a jump start when I didn't initially need one? I feel cheated and believe they took advantage of a senior. If $200 is normal for a tire change that's fine but don't try to justify the price by adding services that I didn't use.Desired Settlement: At least an acknowledgement of wrong business practices and an apology along with refund

Business

Response:

We received a phone call from the state police headquarters in [redacted] on 08/10/2015 at 6:38PM, for a motor vehicle needing a spare tire removed and mounted onto the vehicle. Company policy states that our rates for after hours repairs are $100.00 mobile road service fee and $100.00 an hour labor with a minimum of 1 hour per road call billed to the customer. Our on call guy made it to the location of the vehicle in a timely manner which was 11 miles from our shop. He had some issues getting the tire lock off due to the rust that accumulates on [redacted] vehicles, with kindness he was not overly excited about working on the vehicle because he was afraid he was going to break something. When we had talked to him on the phone he stated that he was going to have to jump the vehicle because the battery was dead. Needless to say as per Mrs. [redacted]'s statement we did not perform that task, Trooper [redacted] with the VA State Police actually jumped the vehicle. The next morning our employees had not yet come in for their shift and we had already sent out the invoice stating such, until they arrived we did not know that a jump start did not exist on our road call. Our policy states that all work done on the side of the interstate be documented on the invoice for insurance purposes. The next morning 08/11/2015 we had sent an email to Mrs. [redacted] with the invoice attached, 15 minutes following a phone call telling us that it did no reflect where she had paid the bill. In which we told her that our system did not do that and that we had to hand write the bill and either fax or mail it to her. She picked for us to mail it to her. In the meantime we are getting hammered with arguments and threats from her relatives at 9 o'clock at night. To follow a guy calling and telling us how he does business and that his boss does it this way. Our response to him was that we did not work for his boss and that our policies are more likely different than theirs. From here we receive another phone call this time from Mrs. [redacted] stating that the invoice that we had mailed her was different from the one before and that it stated on the invoice that we had jump started the vehicle. Our apologies to Mrs. [redacted] for the lack of communication between our employees and will work profusely to correct the problem. We told her to mail the paper invoice back to us and that we would make a new one for her. We apologize to Mrs. [redacted] for feeling cheated we try to be as fair as possible our policys and time spent on the job regulate how much the bill is. We provide a service to the community 24 hours a day 365 days a year and it is not free.

Consumer

Response:

I have reviewed the response offer 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.

I respect that this company does not work for free. However the invoice that I received via email stated labor service mobilization $75, labor service labor $125. Now this has changed to $100 & $100. Plus I had to part with cash without getting a receipt seems shady to me. As for their request for me to send back their mistaken invoice at my expense is ludicrous, you messed up people not me. You should get the facts straight before you send things out.

Regards,

Business

Response:

The difference in charges are due to 2 different employees writing the bill. 1) The Owner & 2) New hire secretary that is unfamiliar with charges to customers. Like I stated in my last comment that we are sorry for the inconvenience and a new invoice stating the correct charges and the actual work performed & marked paid.

Consumer

Response:

I have reviewed the response offer 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.

This gentleman should try to remember what he had told me about who wrote the receipt (his wife) new hire?. He has still not sent me the corrected invoice, has not addressed the "dubious" practice of not giving a receipt at the time that money changed hands.

Regards,