Custom Import Performance, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The timeframe of "needed" work was too much of a coincidence We had to have the work competed as the car was not able to be driven off the lotThis garage has a monopoly on this DUI technology in the local area and our choices for needed service is very limited The required fee by the state is $They charged us $which included a fee of $previous dueThe previous due charge is a total mystery as we owed them nothing at all On 1/12/the manager of the garage in a phone conversation with *** stated that was a fee from the state for a lock out charge When *** called the Smart State office in Harrisburg they did have a record of a $charge for the DUI camera instillation in November of We thought this fee was paid when the unit was installed.
The garage's version of the incident makes it appear that we were having previous problems with both the battery & the starter We had no problems at all with either of these parts
The garage person who dealt with my son & I was extremely rude with me I did not raise my voice to him When I questioned why all of a sudden we were having starter problems the garage person flew off the handle & accused me of acting inappropriate I never said anything about other garages in the area He then totally ignored me until minutes later when he put the manager on the phone in which I did have a discussion about the starter on the car The manager is correct that I did approve the instillation as we needed to get the car of the lot A discount at this point is not an acceptable solution to this issue I have lost faith in the service provided by the business A current example is that on the morning of 1/12/*** called the garage to speak to Chris the manager & she was informed he would not be in the business until later in the week Later in the afternoon when she called back to find out what the $dollar charge was for he answered the phone Chris did call my wife back & informed her the charge was for the camera instillation This type of approach to dealing with customers is not appropriate in my opinion.
Please note that I did not shake Chris' hand at the conclusion of this transaction He shook my sons hand not mine I stayed away because of the manner in which I was treated by the other associate in the garage I did not want any more conflict in their waiting area so my son quietly waited for the starter to be installed Also note that the garage installed a reconditioned starter I was never informed of this until my son brought the bill home Chris never stated to me during our phone conversation that the starter was a reconditioned starter I would have still approved this work because I wanted to get the car off of their lot but I assumed the part would be new The garage gave us a discount to install the starter Their rate is $per hour According to my son the part was brought into the store and minutes later the work was completed They charged us $for the labor There was a disagreement over the amount of time needed to install the starter This was discussed with Chris via a phone conversation he had with *** after the repair They both agreed to disagree about the time required for this work Please note the bill was paid in full
Regards,
*** ***

To whom it may concern,I would like to take this opportunity to state my side of the story by listing the chronological facts as I have them documented on the attached receipts as well as my recollection of the events that occurred.[redacted] did come to us on 12-22-14 for...

a "Smart Start" Breathalyzer system recalibration as he is court ordered do every month due to a DUI related sentencing he received from the state. He also requested we change his oil and filter at that time (Exhibit A). Upon performing his oil change it was observed that both front axle boots were torn and both outer tie rod ends were bad. He requested a price quote, agreed to the price given and scheduled an appt. to come back on 12-30-14 to have the work performed as discussed. A receipt was written and deposit was left on 12-22-14 (Exhibit B).The vehicle had been dropped off before hours for his appt. on 12-30-14... when we went outside to pull the vehicle in for its scheduled repairs it was found already with a dead battery in the parking lot. We used a jump pack to jump start the vehicle and bring it in inside so we could work on it as planned. As a no charge courtesy we hooked our battery charger up to the vehicle and allowed it to charge while we were working on it. Upon completing the repairs it was found that the battery did not hold a charge. It was at that time that [redacted] was contacted and informed he would need a battery. No permission was given to replace the battery at that time. Later that evening [redacted]. showed up to pay for the vehicle so he and his son could return after hours and pick it up. At that time he and I had discussed the battery situation in person. Under his own free will HE ASKED ME if we had a battery in stock and could put it in for him and I said yes, so we immediately pulled the vehicle back in (which had to be jump started again) and replaced the battery as requested. After replacing a battery we always check the vehicle charging and starting systems with a too! from Snap On called the [redacted]... EVERYTHING tested AOK at that time. I had also explained to [redacted] that the breathalyzer system needed to be reset due to the dead battery NOT because we "did not connect it properly" as stated in the letter from [redacted]. The system was never disconnected and had NO reason what so ever to be disconnected from inside the car while we were outside the car changing axles and tie rods. It is common that these systems require a reset due to voltage irregularities caused from weak vehicle batteries.They returned after hours that night as planned to pick up the car and apparently [redacted] Jr. was unable to activate the breathalyzer in order to start the car using the same method of blowing into the machine that he had known and been used to. They left the car here and called the shop not realizing that I was still here, I answered the phone and listened to them explain that he was unable to start the car therefore had left it here. They were right down the street so we agreed I would wait here for them to come back with the keys and breathalyzer handset they had taken with them. When they returned I explained to them that we had NO issues starting the car earlier that evening.,. I explained that it was likely a setting in the machine that defaulted the unit to a different method of blowing when it was reset and that we would take care of it as soon as the shop reopened on the next business day.Both [redacted] Jr. and Sr. showed up around 11am on 12-31-14 to pick up the vehicle, I was not yet at the shop when they showed up. My staff had not had a chance to hook the unit up to our computer in order to check and change any settings as of yet due to a busy morning. In fact, my staff had not even had the time to move the vehicle from where it had been previously left parked in the next door lot. While [redacted] Jr. and Sr. were here they watched one of my employees get in the car, start it up with no issues and move it over to our building so we could hook up the breathalyzer as needed. We then found the settings had been defaulted back to a different blow method as suspected and corrected everything as requested of us. It was at that time [redacted] Jr. got in the car to start it up and it would not start. We sent one of our mechanical technicians out to look at the car. He had determined the vehicle starter had seized up. This was an unfortunate coincidence but I assure you had ABSOLUTELY NOTHING to do with changing axles, tie rods and a battery. It is in fact likely that the starter had been beginning to bind up slightly for some time causing excessive strain on the battery and ultimately killing the battery, [redacted] Sr. became understandably upset with my counter person and upset him to the point he had to call me at home while I was taking care of my sick 1 year old son. My employee informed me that [redacted] Sr, was yelling that all the shops around here fix one thing and break another and he was upset that I was not here and was demanding to speak with the boss. At that time I got on the phone with him and explained everything as I had known it to be and apologized for this unfortunate coincidence.On a side note; [redacted] Sr. told me that my employee had been a little stern with him after he had gotten upset.I apologized for that as well and assured him I would speak to my employee as soon as I got to work (which I did). We then had a pleasant conversation for a few minutes about customer service because that is the industry he is in as well. At the time [redacted] ASKED ME if we were able to put a starter in the car that day and I said yes, I also said that I would give it to him at cost plus a nominal labor charge to cover my expenses as a courtesy because I felt bad about what he was going through with his son's vehicle and having to lay all this money out for repairs. He graciously accepted my offer. The starter was installed as agreed (Exhibit C) and the vehicle started fine. [redacted] Jr. waited at the shop while we were installing the starter, I wrote the bill in front of him as we discussed the situation and the discounts I was giving them. He seemed happy, we shook hands and wished each other a happy New Year... NOW FAST FORWARD TO THIS LETTER...???In conclusion, I clearly feel we did NOTHING wrong and I am NOT willing to do ANY sort of refund at this time.I will however gladly offer future service discounts should they choose to return to our establishment.Please contact me directly with any questions or for additional info, I will be out most of this coming week due to a surgery I have scheduled on 1-12-15, but should be able to be reached toward the end of the week.Thank you for taking your valuable time to read my side of this story,Sincerely,
Chris F.

Review: In November 2012 we brought a 2005 Jeep Liberty Diesel to this shop for a timing belt and water pump job, (we provided the parts) the jeep was not running at this time....the owner assured us that he could do that job and that would take care of the problem. After installing those parts the Jeep still did not start...They then said it needed an ECM which we purchased and they installed. We were told that they pulled the rockers and the head and that it all looked good, however on their further diagnosis they said it needed an exhaust cam shaft, we said ok, do that. After that it still did not start.On Jan 5 2013 we paid $1584.35..towards the balance. On Jan 12 we paid another $800.00 and the vehicle was still not running.They took it to a Dodge dealer who after too much time and who knows what they did, they did not fix the problem. CIP brought the Jeep back to their shop and it was in disarray; parts were undone and clearly the oil was never even changed, as we were told. In July we paid a final amount of $1358 and had to pick it up on a trailer. We took it to a car dealer to trade it in, as NO OTHER mechanic would look at it, it was a total loss. CIP did not provide the old parts that they said were replaced. We took pictures the day we picked it up, the oil was black, so it was never changed, the parts they charged us for we have no idea if they were really replaced. We have pictures of the condition the vehicle was in when we picked it up; parts were missing, the timing cover was not bolted back on, plus the seats were oil-stained.Desired Settlement: We would like a refund of all monies paid as the car came back a total loss and no other mechanic would touch it; we had no recourse but to trade it off and take a $3800 loss, plus the 8 months worth of payments that were made on the car loan while it was in CIPs shop.

Business

Response:

To whom it may concern,

CC [redacted]

Though I do understand why, I am surprised to learn of this complaint being filed. You are correct in stating that “there are two sides to every dispute”. I feel the best way to state my case in this matter is to have you read through the original receipts (which I have included with my response). These receipts are very detailed and tell a story of sorts, they will spell out most everything that took place in chronological order for you.

This entire situation was VERY unfortunate and I clearly understand why [redacted] feels the way she does... However the fact remains our company did put many, many hours of “customer approved” legitimate labor and parts into this vehicle as documented, After reviewing the receipts again myself I have come to the conclusion that every attempt had already been made to improve upon a bad situation for all involved. As you read through the many discounts and free labor will become evident. Unfortunately our local Chrysler dealer managed to make a bad situation worse with their poor ethics and communication skills, but we managed to persevere and keep our customer abreast to all dealer related occurrences.

[redacted] is correct in stating the oil had never been changed,,. the vehicle was never finished; therefore the oil would not have been changed. With this type of job the oil change is one of the last things to be done (after we have confirmed the vehicle does start and will not encounter any complications that may put foreign matter or contaminants in the engine oil). If not done that way; it may possibly result in us wasting oil and related, I did indeed list oil and a filter under the item “Shop Supplies”... that may have been presumptuous of me, but that was written when I assumed this vehicle would be completed and running and I simply forgot to remove the text from that line. That being said; I am comfortable refunding 20.00 (the value of the oil and filter) the remainder of that 50,94 charge went toward coolant, nuts, bolts and etc. that were used. I never stated that the “oil was changed” nor will you find mention of it on the bill. [redacted] was also correct in stating that the vehicle “was in disarray” when we towed it back to the shop from the dealer, but what she neglected to mention was that we put it completely back together for them (Including the timing cover she stated was missing - at no charge - as you will fmd stated on the bill). The pictures she speaks of are the ones that I took with my phone prior to us reassembling the vehicle. I printed these pictures out and gave them to [redacted] and [redacted] when they picked up the vehicle for there records. As far as her insinuation that “we may not have replaced parts they paid for”,.. WOW, I don’t know what to say about that, she may be grasping at straws here. Some parts, (like the ECM) are clearly visible and clearly new. Other parts (like the old water pump) were left in a box in the cargo area for them to see. Some parts, (like the old ECU and camshaft) were returned to the vendor(s) as core exchanges. Other parts, (like the thermostat and old gaskets) were thrown away by my technician. We usually try to save all parts whenever possible, however that unfortunately does not always happen due to particular circumstances and people forgetting from time to time, 1 also have EVERY receipt for

EVERY part we purchased (and billed them for - including some of the parts we purchased and NEVER billed them for) from our vendors available if need be. Since they are paper invoices, I would have to get together with my bookkeeper and dig through files in order to locate all of them, but I am willing to do so if we need to cross that bridge.

Finally to address [redacted]’s last statement; the seat was oil stained when we got it back from the dealer... though it was not us that got the stains on the seat as she made it seem. We always use plastic covers on the seat(s). When the vehicle arrived back from the dealer the plastic was gone and the seat had a couple spots on it that I did not notice until the day they picked up the vehicle. I fully accepted responsibility for this and sincerely apologized to both [redacted] and [redacted]. I then personally stood outside (on their trailer after the vehicle was loaded) in 90+ degree July heat and scrubbed their seat with industrial cleaner that we carry (since we are also a detail shop). The seat was still damp when the vehicle left, but it did NOT appear to have any stains left on it at that time.

In conclusion, customer service means everything to me and it is the core of our business. I feel I went above and beyond in almost everyway possible to work with [redacted] and [redacted] throughout this situation (without loosing site of the fact that we are in business to make money and can’t afford to work for free in this struggling economy). My only regret is accepting this job in the first place. Not because I didivt think we could handle it (because we have done this same job before on this same type of vehicle with NO issues). But because in hind site, I almost feel like their may have been an underlying story to why this vehicle broke down in the first place that may not have been disclosed to us. It almost feels like we were destined to fail on this one, When ALL the obvious (logical) resolutions to each and every one of the obstacles we encountered did not resolve anything... well, let's just say; things never added up (especially after rea[redacted]ing the dealer couldn’t figure it out either and kept drawing the same conclusions we had already drawn - aside from the fact their customer service sucked)!

Please feel free to contact me directly if you need anymore info, or have any further questions.

I want to thank you for taking the time to hear and understand my side of the story and I look forward to hearing back from you soon,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

To start with, there was no underlying story as to what went wrong with this Jeep, we told them exactly what happened on that day, and were assured that they could diagnose any problem.

Last year while driving through town our Jeep suddenly made a beeping/warning/alarm noise and the engine quit. We coasted into a spot and then had to be towed home from there. [redacted] plugged a diagnostic tool into it and it said that a cam position sensor was needed. After replacing that, the Jeep did not start, and another diagnosis said that it now needed a crank position sensor. When that was replaced and the Jeep still did not start, [redacted] started searching around for a dealer who could work on the type diesel engine which this Jeep had. [redacted] has been a mechanic working on industrial natural gas and diesel engines for 30 years, but doesn't own or have access to the specia[redacted]ed (and expensive!) tools needed to diagnose and repair diesels at home. After much searching and many phone calls he came upon Custom Import Performance in [redacted] told them what happened with the Jeep, and that it was not knocking or smoking or running rough, just that it made that noise and died, and after speaking with them he was assured that they had the skills and tools to fix the engine. It happened that the Jeep was also due, (by way of manufacturers recommendation) for a timing belt and water pump replacement, and this CIP said they would also do. [redacted] furnished the parts for the timing belt and water pump job, which we brought along when we towed the Jeep to their shop.

After their first inspection of the Jeep, at the beginning of the timing belt replacement job, and apparently without draining the oil to inspect for particulate which would suggest catastrophic engine damage, CIP suggested that it might need a new engine. Lee, with his diesel experience, felt that it would be better to check the engine rockers first, as they have a fail-safe of breaking a rocker to keep from doing further damage if there is a timing belt failure. They did that and determined the rockers were good, no problems or visible damage to the valve train. After that was done, and the timing belt and water pump replaced, they then determined that it needed a new ECU. [redacted] ordered that part and had it sent to CIP. They installed that but then said it had to be reprogrammed at a Chrysler dealer, which we approved towing there and back and paid for. The reprogramming did not result in getting the Jeep started, whereby CIP determined that a new cam sensor was needed; after that a cam shaft was needed. After CIP installed the new cam shaft and cam sensor the Jeep would still not start. At that point CIP felt a second opinion was necessary and got our permission to tow it back to the dealer at their cost. After a very frustrating time, the dealer could not determine what needed to be do except to re-do things CIP had already done. It was towed back to CIP in disarray. At the end, we do have the timing belt and water pump, which was NOT destroyed or "blown into many pieces" as CIP declares. We did not see the cam shaft to see the condition of it necessitating repair; he could not produce it for us as asked. They did not give us the parts that were changed out, as is customary with most repair jobs. We also saw that near the ECU some wires were cut and then just twisted together without tape or proper insulation. The statement made by CIP as to putting the car completely back together is FALSE, as bolts were missing and you could see the timing belt and timing gears just by looking inside the open hood into the engine compartment (picture available).

At this point it became clear that the Jeep was not going to be repaired. It seems as if now they just wanted to "throw parts at it", and we could not stand the extra expense. It was in the shop for 8+ months, car payments were made for 8 months, insurance payments were made for 8 months, all without use of the car. After calling around to find another shop, no other mechanic would touch it. We felt that the only other thing to do is to trade it in without incurring further expense. After picking it up from CIP and bringing it to a dealer, the trade-in value was greatly lowered because of the state it was in, a loss of about $3000 from what it would have brought if it was running. I took pictures of it then and there, NOT the pictures that CIP mentioned, which I am sending to you with this letter. In some of the pictures it is not clear that the engine was ever disassembled, as parts such as the valve cover and intake manifold should have been cleaned before replacing them to prevent particulate from getting in to the engine. As to accepting or rejecting their response, let these pictures tell the story.

Regards,

Business

Response:

To whom it may concern,

CC [redacted]

There is not much that I can say at this point that hasn’t already been said. I stand firm behind all statements, facts and conclusions drawn in my previous letter.

To address some of [redacted]’s most recent statements as well as make some of my own; -Vehicle was towed in with limited information and not running, things were learned as the job progressed (such as cam and crank sensor were not immediately disclosed).

-[redacted] initially stated that we did not give them any parts back and seemed to doubt that we even did the work they were billed for, now she has admitted that we did give them some parts back!

-All AVAILABLE old parts were given back to them (as I previously explained).

-Water pump impeller was annihilated.

-CIP ordered ECU as approved by customer; in fact ALL work was approved by customer as I personally made an effort to communicate with them every step of the way. -It was clearly documented to them on their receipt as well is in my previous letter that one wire was cut near ECU (by dealer for testing) and we taped it up when vehicle was brought back to us from the dealer.

-Engine was fully reassembled as I previous stated as well... timing components were not visible “just by looking inside the open hood” because timing cover, fan, shroud and related were ALL put back on (after the dealer left them off)... pictures given to them were prior to us putting it back together and any “other pictures” they may have (if they are not referring to the ones I took) would likely be after they or someone else disassembled engine again to either check our work or further diagnose situation.

Everything they paid for was approved prior to and ALL parts and labor were and still are legitimate. Both parties involved lost money on this vehicle. As previously stated and clearly evident throughout their bill, their was ALLOT of stuff they were never billed for and allot of money I laid out as well in attempt to help them with this unforeseen and unfortunate situation. Allot of shops out there wouldn’t have even done that much.

Please contact me directly with any further questions or concerns,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Number one, we did NOT do anything further to the engine after we picked it up from CIP, we brought it STRAIGHT to a dealer, and the timestamp on the pictures will prove that, as well a statement available from the salesman who took it in as a trade.

CIP was informed from the beginning of the testing that we did at home which resulted in the replacing of the cam and crank sensor.

It is true that CIP credited back a certain amount of the bill but that might be because of the fact that two or three times we were told that THAT (certain next procedure) would fix the problem, and then it wasn't.

Yes, this was a very unfortunate situation for all involved. Our only hope is that in light of the fact that we lost 8 months of use of the car while paying payments and insurance on it that CIP might see fit to credit back some part of the bill, and maybe seek out some compensation on THEIR end from the dealer they took it to who rooked them, as well.

Regards,

Business

Response:

To whom, it may concern,

CC [redacted]

I am rejecting this response because much of this job has already been credited back (in the form of MANY discounts applied to the original bill). They are requesting money back for parts that were legitimately sold and installed on their vehicle and labor that was legitimately invested into vehicle and paid out to my technician(s). The facts, details and underlying back stories remain in my previous letters returned to you (Revdex.com). I said it before myself and I whole heartedly agree With [redacted] in her most recent letter... This is and was indeed and unfortunate situation for all involved, but that doesn’t mean I don’t deserve to be compensated for my time and parts invested into this vehicle. I did the best I could with navigating through this trying situation and remaining fair throughout. I did not break this vehicle, it came to me on a trailer and 1 never saw it run. We encountered many surprises and new discoveries around every comer of this job that I handled to the best of my ability with what information I had to work with at that time. Their will ALWAYS be the occasional vehicle that is not as cut and dry as we would like it to be (and that’s just a fact no matter who you are - dealer’s and manufacture’s themselves included). That being said; this does NOT make me liable for payouts after I have already gone above and beyond what “most” other shops would likely do. I gave this vehicle back to the customer with a mutual understanding of the entire situation at the time of delivery. Their was no arguing or demands of discounts above what I had already given when they came to pick up the vehicle.,. we spoke, understood each other, shook hands and agreed to move on with a level of acceptance that we had done all we could and neither party was willing to go any further at that time. Their balance was paid without hesitation.

I run a struggling business in a tough economy that operates from job to job on a very tight budget with a massive amount of debt It should not be assumed that I even have any money to offer.

Please contact me directly with any further questions or concerns,

Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

It's true that when we picked up the car at the end we did not argue about the balance but we did not think we could get it back without paying. It was pretty much totaled at that point and we had no hopes of getting it repaired anywhere else and we knew we had to trade it in. For CIP to infer that they were not told the whole truth as to the problems when the car was brought in is rather insulting. Add that to the fact of the three times we were told that that 'certain procedure' would fix the car, and then it wasn't. As to it being a tough economy, that works both ways (in the loss of the use of the car for 8 months and making payments on it all along) but it seems that to CIP 'doing all we could do' means claiming they had the skills to work on a specialty vehicle and then finding that they weren't up to it after all. Our loss.

I have reviewed the response made by the business in reference to complaint ID [redacted].

Regards,