Custom Complete Automotive Inc

Initial Business Response /* (1000, 7, 2015/11/23) */
We have excellent technicians that would be happy to see why your check engine light is onIf there is any warranty work that needs to be done it needs to occur at any one of our locationsIt is completely up to youWe are very
accommodating and would love for you to drive in and drive out happyWe have a customer courtesy vehicle that would have picked you up or taken you home

Complaint: ***
I am rejecting this response because:
I called and left a message telling him I was having issues with my autistic child and couldn't make itI haven't heard back from him.
Sincerely,
*** ***

We have attached the diagram of the serpentine belt and there is only on way to put it onIf it was routed backwards it would be too shortAll warranty work needs to be performed at Custom Complete Automotive

Mrs*** brought her vehicle to us on September 20th with the complaint that the care had died, it will turn over but not startAfter careful diagnosis of the vehicle it was determined that her fuel pump needed to be replaced which she approved and the work was performed, she had also
noted that she had an anti freeze leak and that was determined to be at the thermostat housing so that to was replaced along with the thermostat and sealsWhen Mrs*** left our lot there were no leaks to be found from our technicianMrs *** came to us in September of 2015, that has been months ago what she has done with the vehicle since then only she knows, we can't be help responsible for what happens once the vehicle leaves the lot, there a several things that could have caused her radiator to start leaking after the car left it is however a Ford Explorer with miles on itWe would be more than happy to fix her radiator and give her a 10% discount off the the radiator

Complaint: ***
I am rejecting this response because:I do not feel my daughter or myself were treated fairlyI think the manager was extremely rude and disrespectfulYour compnay can keep the she paid for the battery, it was more about principle and professionalism My daughter will not be patronizing your company In the futureI will find another automotive center in the Columbia area
Sincerely,
*** ***

I had to go somewhere else to get if fixed because my radiator was leaking waterI think they should pay for itIt was the shop on Worley that I am filing the complaint against not the one on Providence

FIRST OFF CONGRATULATIONS ON CHOOSING ***WELCOME TO COLUMBIAFIRST OFF, CUSTOM COMPLETE AUTOMOTIVE HAS EQUIPMENT THAT TESTED THE BATTERY AS BADSOMETIMES JUST LIKE WITH ANY TEST YOU CAN RECEIVE A POSITIVE/OR A POSITIVETHEREFORE, WE ARE SURE THAT THE VEHICLE NEEDED A BATTERYIT
IS ALSO TRUE THAT AFTER WE DID THE BATTERY IT ALSO NEEDS AN ALTERNATORDUE TO THE CIRCUMSTANCES I WOULD BE HAPPY TO APPLY $TOWARD THE ALTERNATORTHAT WAS THE LABOR TO INSTALL THE BATTERY AND A SYSTEM CHECKWE ARE EXTREMELY SORRY FOR ANY MISCOMMUNICATION ON OUR PART AS WE VALUE ALL CUSTOMERS PERIODIF SHE WOULD FEEL MORE COMFORTABLE GOING TO ANOTHER SHOP, I WORK AT THE S PROVIDENCE LOCATION AND WOULD BE HAPPY TO FOLLOW HER VEHICLE THROUGH THE PROCESSI CAN BE REACHED AT *** TO SET THIS UP. SINCERELY,*** *.GM

Price matching for Custom Complete Automotive relates to a competitors repair shop, not with our suppliers pricingThere is a profit involved with doing business and a business that sells at cost won't be in business longA restaurant doesn't sell their food at the same price as the grocery store
There is always a cheaper way to get a repair doneWe set the price before the job will be done and the customer ok'd the workThe part was priced at less than mark'upResearch and negotiations should have been done before the work was ok'd.Therefore, there will no refund given

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: *** *** G.M
Contact Phone: XXXXXXXXXX
Contact Email: ***@customcompleteautomotive.com
The vehicle came in the shop with this prior damageCustomer was shown that damage does not line up with the damage on
the pole Also this car has a plastic bumper cover which could not make damage to the poleWhen customer was shown this he even commented that his wife might have damaged the carCamera video we have shows car with prior damage

Initial Business Response /* (1000, 5, 2015/11/23) */
CCA purchased the timing tool and the timing is spot onIf *** is having car troubles you are always welcome to come back and we can take a look and see what the additional problem isI apologize for the lack of responsePlease call ***
in St.Louis at XXX-XXX-XXXX and he will have an expert technician take a second lookThank you for your patience

In response to Mr [redacted]. he is taking his vehicle to our Nifong location on Wednesday October 26th to have one of our top mechanics look at it.  We first must diagnose what the issue is and will continue to work with Mr. [redacted] on this issue to get it resolved as fast and efficiently as possible...

for everyone involved. Thank you [redacted] [redacted]General Manager

Ms. [redacted] came to us with a running issue in her car.  We diagnosed it to be a timing solenoid.   It was also explained to Ms. [redacted] that she would need a convertor within the next 6 months if not sooner.  We tried to help Ms.[redacted] on the cost of the repairs and since...

the diagnosis didn’t show a code for convertor we did not want to sell her something that hopefully she wouldn’t need for a while.  Unfortunately when we tried to clean the convertor and put everything back in place the filter for the convertor fell in to the exhaust clogging the system which made the car not run.  We offered to give Ms. [redacted] a discount on her convertor when she needed it replaced. There will be no refund issued, the work was done and Ms. [redacted] agreed to the price for the work and she was also explained all the details.

Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@customcompleteautomotive.com
THE PART THAT FAILED WAS NOT THE OIL FILTER BUT THE OIL FILTER HOUSING WHERE THE OIL FILTER SCREWS ONTO WHICH IS PART OF THE...

MOTOR.
ThIS WAS EXPLAINED TO THE CUSTOMER AND ALSO SHOWN TO HIM.

We fixed first the driviability issue then the oil leak we have heard nothing from this customer at store level.  All warranty work must be performed at store level.  There will be no refund given. [redacted]Vice-President

[redacted], General Manager contacted Ms [redacted] and asked her to bring the car into our Providence location the same day she filed this claim.  He would be more than happy to see what the issue is with the stereo system and help fix anything that are technician dealt with, however installing...

tires does not involve getting in someones trunk.  He waited for 3 hours after the phone call where she stated she would be right over.  She never showed up and has not made contact with [redacted] since therefore we feel that we have done all we can to try and resolve this issue. [redacted] [redacted]Office Manager

Ms [redacted] still needs to bring the vehicle to us and lets us look at the vehicle. Until we look at her complaint there is nothing more that Custom can do for her. I would like to reiterate that there is no reason for anyone to be in the trunk when all we did is replace tires and not sure exactly what she is wanting us to do. Ms [redacted] has not mention the cost of fixing the stereo that supposedly is damaged nor did she tell us the type of damage that is supposedly been done. [redacted] will be out of the office till June 1st but if she would like to call him after that he will be more than happy to again take the time for her to bring the car and have us a look at the problem that she states she has.His number is [redacted].Thank you  [redacted]Office Manager

Complaint: [redacted]
I am rejecting this response because:
Please correct my...

name, it is [redacted]
S&M is the name of the repair shop who put it on and he was the one who noticed it and had to correct their mistake. He called the jeep dealer mechanic and he told him this has happened numerous times. Then I personally stopped by the dealership and [redacted] confirmed that[redacted] is his phone number. I can see why [redacted] will not admit his mistake but he should!
Sincerely,
[redacted]

When Mr. [redacted] brought his vehicle to us on May 23 2016 we performed an AC check as stated and added ½ pound of Freon and dye.  The dye is used to see if there are any leaks in the system. The proper procedure is to have the customer come back within 3 days and we use a black light on the...

system and if the dye is leaking we can tell where and recommend what needs to be fixed. Almost a year later on April 29, 2017 Mr. [redacted] returned to another location of Custom Complete Automotive and had us perform another AC check at which point we found no Freon in his system and that his expansion value was now leaking. Because there is a year’s difference between services it is the same as having the service done again therefore Mr. [redacted] defiantly needed to pay for the second service. As for it taking two days for us to check over his car Mr. [redacted] did not pick up the phone when we tried to call, we couldn’t get a hold of him to let him know what the diagnosis was on his car and how he would like to proceed.  It is our position that Mr. [redacted] got what he paid for both times and will not be willing to issue any type of refund.

ID [redacted] When Custom Complete Automotive’s technician test drove the [redacted],; the vehicle was in complete limp mode. The technician began by taking the timing cover off. We found that tensioner was loose and the belt had slack which gave us a reason for the lack...

of power. The belt was also fraying therefore, we needed to replace both the belt and the tensioner. When the technician was taking the tensioner off he noticed that the threads from the engine block came out with the threads of the bolt. This is an indicator that the tensioner has failed. When the technician was in the process of reassembly he found the alternator bracket was not secure which gave bad ground to the engine. After replacing the approved components it was time to crank to start. During the starting process there was another issue, the key light was flashing which is indicative that there is a pass code problem. We used a scanner to pull the codes and check the body control module for codes. There was no communication. The technician did further testing and diagnostics and found that the ECU had in fact failed as well. We replaced the ECU and reprogrammed. The key light went off and had communication with the ECU. During the repair they rechecked and found that a new part the crank sensor was defective so they did a second replacement. The technician noted that there was a power steering whine which we offered to replaced at no additional charge. We will still offer this at no charge. Custom Complete Automotive feels like we have done everything we could to begin fixing a [redacted]

Initial Business Response /* (1000, 7, 2016/01/27) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@customcompleteautomotive.com
Due to the fact that we did not diagnose the problem and [redacted] came into the shop and asked for the sensors to be replaced...

there is nothing we can do for him. If he would like to bring the car to us and have us diagnose what needs to be and be willing to pay any extra for the repair if needed we would be more than happy to help him otherwise there is nothing we can do.