Cox Clan, Inc.

When *** brought his vehicle in on 8/17/he was specifically asked when he first noticed the problem, to which his response was weeks agoWhich would mean that it went weeks without a problem after being rebuilt and no electronic sensor replacedAfter checking the vehicle, we identified a code and followed the diagnostic checks to end up with our diagnosis just as any time we check a vehicleThis time it led us to a sensor which could have been affected by or caused the original failureWe repaired it under warranty and at this time I have to believe his vehicle is operating properly with that repair

Your claim that the vehicle was inoperable makes no sense because it was towed free of charge to my center inoperableThis kind of negates the inoperable claimYou could have towed it elsewhere and had it diagnosed at any timeIn response to your mechanic stating that the the hose had been punctured and had tool marks is worthlessWe naturally use tools to remove and replace parts, hence tool marksI will explain again, I was driving the vehicle when the part failed and left me stranded on the side of the roadI had the vehicle towed back to the centerIn other words I was driving the vehicle when the hose rupturedThe cost of the repair was explained to your boyfriend prior to repairsHe authorized said repairs for the amount quoted which never changedThe price quoted was the price paidThe discoloration to parts on the engine created by the fluid spraying under the hood due to the ruptured hose is still not created by my technicians helping to clean it up. I have no offer to refund money for repairs madeI have no offer to replace battery covers or other items damaged by the vehicle failureI will offer as a goodwill gesture to try clean those covers better at no charge.Let me know if this email is sufficient for the response.Sincerely,*** ***

Mr ***, I am sorry we have not made your experience with us as a good one and that the repairs are not what they should beIt is not often that we make mistakes and I would like the opportunity to correct this and make it a better experience well worth the money you spentWe pride ourselves on
the quality repair service we provide having been at this same family owned location since We invite you to bring your vehicle back in so we can make any corrections to solve thisPlease call the shop so we can reserve a lift and take care of thisI will let *** know to expect your call

Complaint:
I am rejecting this response because: We had no choice in allowing the service, you made the vehicle
inoperableAfter the hose supposedly busted the vehicle could not be driven
since the fluid leaked outI had the hose looked at by another mechanic who instantly
said the hose had been punctured and had tool markings on the partsIf the
hose had been weak prior to being taken to your shop it should feel weak around
the hole you created but it does not Your response to
replacing the parts that you ruined by whatever you sprayed on the engine is ridiculous
You ruined the part yet you want me to pay for itYou already caused the
problem this complaint is about and you still want to add charges on top of
thatI paid roughly $for services I believe you created! You still have
not or will not explain doubling the price of the part that I was quotedThe
dealer quoted the same price you gave in your original quote yet you double the
price and only need one hose instead of two.
Regards,
*** ***

Customer brought the vehicle back to this center two and a half months after original repair was performed with a drivability problem. The vehicle obviously operating properly for this period.  We performed our Multi Point Inspection identified codes and determined the vehicle had an electrical...

problem. We then advised the customer that an electrical diagnosis would be required. Electrical and computer components are not covered under the warranty as stated on the repair order. Customer declined to have us diagnose and repair the vehicle at the time. He decided to take the vehicle to the dealer for a second opinion. He came back with documentation from the dealer that the transmission needed to be replaced. We offered to diagnose again and repair as a customer goodwill gesture. We diagnosed a malfunctioning sensor, as we did the last time and replaced the sensor. We kept the vehicle for a couple of days afterwards just to verify the repair. The problem only occurs in the morning and after setting all day. We certainly wanted to make sure the problem was corrected and it is. The transmission did not need to be replaced as the dealer suggested and was repaired with a sensor. The customer picked his vehicle up yesterday. The customer now has his vehicle repaired and at no cost to him. Advised him in the future as per the warranty electrical components are not covered under warranty.

Complaint: [redacted]
I am rejecting this response because: I took the car back in a month after they did repairs on it. I didn't have time before then because of my work and school, I told that to them and told them it still didn't shift right like before. It was doing the same as before they fixed it and it wasn't the transmission. If they would have checked out right the first time it wouldn't have cost me 2500 dollars. I don't think it's right for them taking advantage of me that way. 
Regards,
[redacted]

[redacted] called us and said he was having issues with his vehicle. He stated it was not starting, the key is stuck, it shows a transmission fault, needs a tow. We had done work for him before on another vehicle, so we towed his vehicle into the center.  We checked this vehicle out and took it on a...

road test. While I was driving it, the transmission started leaking fluid from the front of the vehicle. It leaked all the fluid out. We towed the vehicle back to the shop. We determined the cooler line failed and quoted him a cost to repair this. He authorized the amount and we ordered the part. The dealer initially sent the wrong part and we reordered and got the correct part. We fixed the problem, added 6 qts of fluid and cleaned the fluid under the hood the best that we could. Any damage caused by the fluid leaking and clean up I will be happy to address and charge accordingly for parts and labor.