Convoy Auto Repair & Towing

6/27/ /> The vehicle arrived on 6/07/Invoice:# [redacted] Mileage: [redacted] .First I want to personally apologizeWe should have been able to better explain the failure so that the cause and effect was better understoodThen this misunderstanding of how this failure occurred may have been avoided.When [redacted] called the store @ 8:56am her inquiry was about a loud slapping noise from the engine area***, the service advisor based on her description suspected it was a belt failing/failureHe quoted her the replacement price received her approval and was expecting the vehicle to be towed in by AAA to replace the belt.The vehicle was ultimat [redacted] driven in and when it arrived it was noted by the technician that the underlying failure other than the age of the belt was lik*** cause by the Drive Belt TensionerThe Tensioner applies the correct amount of pressure and keeps the belt tightThe bearing was making audible noise as it had failed which in turn allows the belt to loose, flap and failI have provided detailed information to assist in the understanding of the vehicles failureThe failure was from the vehicle, not the service provider and the cost to repair is that of the vehicles ownerWhen the belt failed it shredded into many small strands of hard rubber leaving only a 1/inch or so still on the pulleySpinning at speeds up to 3,revolutions per minute (RPM) as the engine runs this allows cutting to occurThe pulley that the belt rides on, as you can see in my picture (attached) sits extrem [redacted] close to the air conditioning hose which was damage by the beltNot noted but visual is the hood liner above the belt has also sustained some minor damage from the torn shredded belt and was cut into it also.The best visual way I can describe how this failure occurs is to picture how a gardeners WeedWhacker worksWhen you start the weed whacker the small plastic cable spins very fast at a very high RPM and cuts/shreds the grass or anything it comes in contact withThe same as your shredded belt cutting/shredding your air conditioning hose and under hood cover.We quoted $ with tax for the Air Conditioning Hose, accumulator and full evacuation and recharge of the systemIt included our year I 24,nationwide warranty and we were using original equipment partsThis quote is printed on the final signed invoice (attached).Anytime the air-conditioning is open to the atmosphere the accumulator needs to be replacedIt has a desiccant bag inside to collect fine particulates of moistureWhen you have a hose rupture it allows too much moisture into the accumulator requiring its replace to assure proper air condition operation.Replacing just the hose is a large cost savings but unfortunat [redacted] it is not the technical correct repair, but it will work if you are trying to cut cost.At no time did [redacted] show the "boyfriend" anything under the hood as we were never askedIn fact the "boyfriend" scheduled the repairs for Wednesday the 25th in person with ***She advised him we would need hours for the repair, it would cost$ and we special ordered the hose from Los Angles so that all parts were here.The client did not show for the appointmentDid not call and did not return calls inquiring.In closing [redacted] gave accurate information on the failure and the needed repairsAs indicated I do feel more detail could have been explained but that does not change the mechanical facts that the failures were only vehicle failure due to age, mileage and/or maintenanceI have no further information to provide Sincer***, [redacted] Owner

It stared with a phone call about smogThey walked me through what I needed to do and set me up with an appointment for the very next day at a competitive "out the door" rate, no extra certificate fees, or any of that nonsense
Then on the way there, the front wheel fell off the vehicle on the freewayI called to cancel the smog test but I saw "tow service' and remembered they're a full service garage So when I called, I told them what happened They had a tow truck on scene to my husband in under minutes
The tow truck driver located the tire and loaded the vehicle with no drama, and brought it to the garage The initial once over suggested they may be able to have it fixed by 3pm, on a holiday weekend, but in case they couldn't they would provide us with a rental car agency So they gave us a courtesy shuttle home from the garage
After a more critical inspection, the damage was more extensive than could be handled safely with simple repairs Replacements were suggested for several parts, and the reasons were explained in common language I could understand The quote was reasonable and covered only what I was asking for, not other issues I knew already existed - but were not affecting safety or basic performance
They then sent the courtesy shuttle back to pick us up at home and took us to the rental car agencyThe rental car agency we used AVIS, was just as friendly and easy to work with
Car repairs are about so much more than the bottom line They made this near catastrophe into a bump in the road, with pleasant smiles, superior customer service, and trustworthy business practices
Highly Recommended

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

6/27/2014
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The vehicle arrived on 6/07/2014 Invoice:# [redacted] Mileage: [redacted].First I want to personally apologize. We should have been able to better explain the failure so that the cause and effect was better understood. Then this misunderstanding of how this failure occurred may have been avoided.When [redacted] called the store @ 8:56am her inquiry was about a loud slapping noise from the engine area. [redacted], the service advisor based on her description suspected it was a belt failing/failure. He quoted her the replacement price received her approval and was expecting the vehicle to be towed in by AAA to replace the belt.The vehicle was ultimat[redacted] driven in and when it arrived it was noted by the technician that the underlying failure other than the age of the belt was lik[redacted] cause by the Drive Belt Tensioner. The Tensioner applies the correct amount of pressure and keeps the belt tight. The bearing was making audible noise as it had failed which in turn allows the belt to loose, flap and fail. I have provided detailed information to assist in the understanding of the vehicles failure. The failure was from the vehicle, not the service provider and the cost to repair is that of the vehicles owner. When the belt failed it shredded into many small strands of hard rubber leaving only a 1/8 inch or so still on the pulley. Spinning at speeds up to 3,500 revolutions per minute (RPM) as the engine runs this allows cutting to occur. The pulley that the belt rides on, as you can see in my picture (attached) sits extrem[redacted] close to the air conditioning hose which was damage by the belt. Not noted but visual is the hood liner above the belt has also sustained some minor damage from the torn shredded belt and was cut into it also.The best visual way I can describe how this failure occurs is to picture how a gardeners WeedWhacker works. When you start the weed whacker the small plastic cable spins very fast at a very high RPM and cuts/shreds the grass or anything it comes in contact with. The same as your shredded belt cutting/shredding your air conditioning hose and under hood cover.We quoted $ 538.00 with tax for the Air Conditioning Hose, accumulator and full evacuation and recharge of the system. It included our 2 year I 24,000 nationwide warranty and we were using original equipment parts. This quote is printed on the final signed invoice (attached).Anytime the air-conditioning is open to the atmosphere the accumulator needs to be replaced. It has a desiccant bag inside to collect fine particulates of moisture. When you have a hose rupture it allows too much moisture into the accumulator requiring its replace to assure proper air condition operation.Replacing just the hose is a large cost savings but unfortunat[redacted] it is not the technical correct repair, but it will work if you are trying to cut cost.At no time did [redacted] show the "boyfriend" anything under the hood as we were never asked. In fact the "boyfriend" scheduled the repairs for Wednesday the 25th in person with [redacted]. She advised him we would need 4 hours for the repair, it would cost$ 583.00 and we special ordered the hose from Los Angles so that all parts were here.The client did not show for the appointment. Did not call and did not return calls inquiring.In closing [redacted] gave accurate information on the failure and the needed repairs. As indicated I do feel more detail could have been explained but that does not change the mechanical facts that the failures were only vehicle failure due to age, mileage and/or maintenance. I have no further information to provide.
 
Sincer[redacted],
 
[redacted]
Owner

I have nothing more to provide.
[redacted]

Review: I have been a loyal customer of Convoy Auto Repair since relocating to San Diego from Florida 8 months ago. Over the past 4 months, my car was serviced by this company three times. My car received it's last repair from Convoy Auto on May 31st. I brought my car to Convoy due to a worn out serpentine belt that needed replacing. Besides my back window regulator being broken, my car was in otherwise working order. I was told this would be a simple replacement that should take about an hour. The replacement ended up taking 4 hours, I was told the delay was due to Convoy searching for a pulley my car needed.

During the waiting time, I was told by [redacted] that there was a hole in my AC hose. I was quoted a price of $300 to replace the hose. I declined to fix the hose on this visit. Prior to driving my car on this lot, my A/C was in perfect working order. On June 24th, my boyfriend brought my car back to Convoy Auto to replace the A/C hose. At this time he was told by the short blonde lady that the replacement would cost $649 and another 4 hours to replace. My boyfriend went outside to call me on the phone and opened the hood of the car to look at the A/C hose.

It was at this point that he realized the A/C hose had been cut (complet[redacted] severed). [redacted] then came outside and my boyfriend explained that the A/C hose was deliberat[redacted] cut on our last visit to his shop. [redacted] said it must have been cut by the spindle that rotates the belt that they put on. [redacted] reiterated that the cost to repair the A/C hose was $649. [redacted] and the staff at Convoy Auto would like for me to pay out of pocket for a mistake that was admittedly made on their property at their hands.

My boyfriend then took the car to another auto service center where we were quoted a price of $290 for parts and labor. The repair was completed within 45 minutes. I am truly disappointed in the business practices conducted at Convoy Auto Repair. As a graduate student whose mother phoned in her credit card to pay for the repairs, I find it deplorable to trust businesses that prey on those in financially unstable situations. On three occasions, I entrusted this company with my car and my financial livelihood. Not once, did I think that [redacted]'s kind smile was hiding deep deception. My last visit was also unusual because it was the first time my car was repaired out of my sight or the sight of any non-employees. Almost as though, my Jeep Liberty were taken to the back for Convoy Auto Repair to create a malfunction that I would have to pay for.Desired Settlement: I would like a refund, an apology for Convoy Auto Repair abusing the trust of long-time AAA members, and I would like this incident reported to AAA (of which I am a member and who referred me to this business).

Business

Response:

6/27/2014

The vehicle arrived on 6/07/2014 Invoice:# [redacted] Mileage: [redacted].

First I want to personally apologize. We should have been able to better explain the failure so that the cause and effect was better understood. Then this misunderstanding of how this failure occurred may have been avoided.

When [redacted] called the store @ 8:56am her inquiry was about a loud slapping noise from the engine area. [redacted], the service advisor based on her description suspected it was a belt failing/failure. He quoted her the replacement price received her approval and was expecting the vehicle to be towed in by AAA to replace the belt.

The vehicle was ultimat[redacted] driven in and when it arrived it was noted by the technician that the underlying failure other than the age of the belt was lik[redacted] cause by the Drive Belt Tensioner. The Tensioner applies the correct amount of pressure and keeps the belt tight. The bearing was making audible noise as it had failed which in turn allows the belt to loose, flap and fail. I have provided detailed information to assist in the understanding of the vehicles failure. The failure was from the vehicle, not the service provider and the cost to repair is that of the vehicles owner.

When the belt failed it shredded into many small strands of hard rubber leaving only a 1/8 inch or so still on the pulley. Spinning at speeds up to 3,500 revolutions per minute (RPM) as the engine runs this allows cutting to occur. The pulley that the belt rides on, as you can see in my picture (attached) sits extrem[redacted] close to the air conditioning hose which was damage by the belt. Not noted but visual is the hood liner above the belt has also sustained some minor damage from the torn shredded belt and was cut into it also.

The best visual way I can describe how this failure occurs is to picture how a gardeners WeedWhacker works. When you start the weed whacker the small plastic cable spins very fast at a very high RPM and cuts/shreds the grass or anything it comes in contact with. The same as your shredded belt cutting/shredding your air conditioning hose and under hood cover.

We quoted $ 538.00 with tax for the Air Conditioning Hose, accumulator and full evacuation and recharge of the system. It included our 2 year I 24,000 nationwide warranty and we were using original equipment parts. This quote is printed on the final signed invoice (attached).

Anytime the air-conditioning is open to the atmosphere the accumulator needs to be replaced. It has a desiccant bag inside to collect fine particulates of moisture. When you have a hose rupture it allows too much moisture into the accumulator requiring its replace to assure proper air condition operation.

Replacing just the hose is a large cost savings but unfortunat[redacted] it is not the technical correct repair, but it will work if you are trying to cut cost.

At no time did [redacted] show the "boyfriend" anything under the hood as we were never asked. In fact the "boyfriend" scheduled the repairs for Wednesday the 25th in person with [redacted]. She advised him we would need 4 hours for the repair, it would cost$ 583.00 and we special ordered the hose from Los Angles so that all parts were here.

The client did not show for the appointment. Did not call and did not return calls inquiring.

In closing [redacted] gave accurate information on the failure and the needed repairs. As indicated I do feel more detail could have been explained but that does not change the mechanical facts that the failures were only vehicle failure due to age, mileage and/or maintenance. I have no further information to provide.

It stared with a phone call about smog. They walked me through what I needed to do and set me up with an appointment for the very next day at a competitive "out the door" rate, no extra certificate fees, or any of that nonsense.

Then on the way there, the front wheel fell off the vehicle on the freeway. I called to cancel the smog test but I saw "tow service' and remembered they're a full service garage. So when I called, I told them what happened. They had a tow truck on scene to my husband in under 10 minutes.

The tow truck driver located the tire and loaded the vehicle with no drama, and brought it to the garage. The initial once over suggested they may be able to have it fixed by 3pm, on a holiday weekend, but in case they couldn't they would provide us with a rental car agency. So they gave us a courtesy shuttle home from the garage.

After a more critical inspection, the damage was more extensive than could be handled safely with simple repairs. Replacements were suggested for several parts, and the reasons were explained in common language I could understand. The quote was reasonable and covered only what I was asking for, not other issues I knew already existed - but were not affecting safety or basic performance.

They then sent the courtesy shuttle back to pick us up at home and took us to the rental car agency. The rental car agency we used AVIS, was just as friendly and easy to work with.

Car repairs are about so much more than the bottom line. They made this near catastrophe into a bump in the road, with pleasant smiles, superior customer service, and trustworthy business practices.

Highly Recommended.