Don's Automotive Mall Inc

Complaint is correct up until it was said Larry didn't call.Larry spoke with the mechanic on or about 3-17-16. Mechanic verbally asked Larry for 1600.00 to repair the engine. Larry stated he needed an estimate faxed to him for the repair. Larry did not hear back from him and went on vacation 3-23....

He gave me the paperwork at that time and explained the situation. He said the verbal estimate was quite a bit higher than what the rocker arm repair should be and that we were waiting for the estimate from the mechanic. We decided when he sent it over break it down to our price of 50.00 per hour for labor and pay him cost on the parts to get the customer going.On 3-23 [redacted] called in and told Jamie she was upset, she had not heard from Larry about her car and wanted a manager. Jamie transferred her to me. She tells me what is going on; 1 explain to her that Larry told her mechanic he needs an estimate for repairing the car so we can review. She says he was supposed to send it. I told her I would call him. She tells me she only has a cell phone number for him and she doesn't know the name of the shop and he works another job so he may not answer. I apologized to her and told her his original verbal estimate was quite a bit higher than the time it takes to do the job( we have computer program called all data that estimates these jobs for us ) so I need the written estimate so I can settle up with him to get therepair done. I called him and left him a message 3-23 that his customer was calling to get her car repaired and I need that estimate faxed to me so we could authorize the repair. Mechanic calls back while I am at lunch. Leaves me a message that the engine is junk and he wants another engine, doesn't want to repair it. I call him back. He says he has dealt with people like us before and doesn't want to fix the engine. I told him it is not our intentions for things to go wrong but when they do we do everything we can to stand behind our product. I then asked him again to send me an estimate for the repair the engine needed and I would look at it and let the customer know ASAP what we could do for them. He said no he wants another engine. I then told him we do not have another available to ship to Wisconsin and I would have to talk to the customer. I called [redacted] back and told her what the mechanic said and asked her if she wanted to return it. She said yes she does. I told her I would refund the purchase price and freight as soon as it was back to my shop and re-inspected to make sure the engine hadn't been compromised and was in the same condition as when we shipped it out so we could test and resell the product. I also told her I would send the freight company to pick up so she didn't have any freight costs. I told her the motor has to be on the original pallet drained and strapped to the pallet. She said she would be able to do that. We agree to pick it up at the original location it was dropped at Friday 3-25 or Monday 3-28. I told her our shipper [redacted] would give her a call to confirm the arrangements. On 3-24 [redacted] at Dons calls [redacted] and arranges to pick up the motor on Monday 3-28 On 3-28 [redacted] calls me and says her mechanic called and now says it is only a lifter that is bad he can fixfor cheaper. I told her ok, if that is the case I will pay book rate to fix it (about a $300.00 job figuring high).  On 3-29 [redacted] calls me and says the car is fixed the mechanic wants $1200.00. I told her that is unreasonable for that repair I need the mechanic to fax me the bill. She gets upset and hangs up on me.  I call the mechanic and leave him a message I need a bill ASAP so we can get the car to the customer.  [redacted]'s boyfriend [redacted] (he is the one that actually purchased the engine) then calls me. He says the mechanic won't fax me a bill, but he only wants $850.00 now. He lowered the bill just to get it over with he told [redacted]. He said he would give him the bill when [redacted] came and paid for it. I told [redacted] I would do my best to pay as much as I could on that bill. I asked [redacted] to please fax me the bill as soon as he got it and when they paid for it, to please have the bill marked paid. [redacted] said [redacted] wouldpick up 3-30. On 3-31 they faxed me a bill for 842.81. We paid $751.47(did not pay storage or tax) Check was mailed I called [redacted] and told him what I would pay and what a job like that would normally cost. He told me atthat time he was completely satisfied and they had the car and it was running fine. We paid more than the job should have cost in order to get the customer back their car. Supporting documents are enclosed.Karl Z[redacted] Sales Manager Dons Automotive Mall [redacted]