Elite Tire & Auto Center Reviews (%countItem)
Elite Tire & Auto Center Rating
Address: 204 S 20th St, Fairfield, Iowa, United States, 52556-4221
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Last year, Elite Tire & Auto Center diagnosed the Timing Chain needing fixed on a 2004 Nissan Quest Van. I Took the Van to Elite to have Timing Chain repaired,was told since it didn't make the noise, it made before, Elite was not wanting to repair it. I let them know I would like to have it repaired anyways. Elite was trying to talk me out of it. I decided to wait. Told them the Van needed to be thoroughly checked for any problems because it was going to be driving from Iowa to Oregon and back. I was shown what was found that Elite needed to repair. NOT at anytime, in the times I visited Elite to check progress, was I told anything about the BIG CRACK IN THE TRANSMISSION! The Van was checked and repaired under it. This MAJOR Problem with the Transmission should never have been missed! Since I did not know at this time, the Transmission had Major Damage to it, I still Wanted to have Elite repair the Timing Chain. They didn't repair it. Knowing that the Timing Chain may need replacing, Elite should never have done an oil change! Needed the Van by a specific date and told Elite this info. Had to take Van to a different place to be repaired. This is how I found out that the Transmission was damaged. I saw the damage to the Transmission Myself. I paid a significant amount of money to have Elite repair what they did do! Had I have known the Transmission was damaged, I would NEVER have had Elite do the repairs they did!!
Product_Or_Service: Auto Parts & Repairs
Order_Number:
Billing Adjustment Since I would never have had any repairs done to this Vehicle, had I known the Transmission was needing replaced, It would be fair to be refunded for the parts that were used on the Vehicle. I am not asking for the labor cost to be refunded except for the Oil Change Labor cost. The oil should not have been changed first knowing of a possibility of repairing Timing Chain!
Van was last seen XX-XX-XX and engine noise was noted on the ticket. Customer contacted us in June about replacing the timing chain. After conversation I had the customer stop by with the van to here the noise. When customer brought the van in - no noise was present. Vehicle was scheduled to work on Monday July 9-10 for repairs. Vehicle was brought in and still no engine noise. Vehicle was driven many times and inspected with no engine noise. Talked to owner and recommended no engine repair at this time till noise was verified. Was recommended to change engine oil and drive more to see if noise returns before recommended repairs of rear brakes, rear shocks, new tires, and front sway bar end links. Engine oil was changed and driven several times - no noise. Talked to customer and proceeded with recommended repairs - no engine timing chain repair. After repairs and 2 test drives - engine did start to make a noise. Verified it was timing chain noise. Customer then paid for the parts and took to another shop for repairs because of the time constraint. Was trying to change schedule to accomodate repairs - but customer found another shop to complete engine repair quicker.
The letter from you was the 1st knowledge of an issue with the customer. Stating a transmission crack and would not have spent money on the vehicle. Called the customer on Thursday August 16 and left a message to contact me. Did receive an email back on August 20 that she would be in contact with me.
I received a phone call yesterday afternoon August 28. Begining of the conversation she explained the cracked transmission and would not have put any money into the vehicle. I appologized for the situation and offered to return the parts and try to return tires to save money. She informed me that the timing chain was replaced and could not return the parts. I then made the comment that the transmission crack must have been harder to see if it was found during the repairs. Then was told to me that the crack was found before the engine repairs was completed. After asking what can be done, it was replied to give money back. My question was how do I give money back after further repairs were done. At that point I was told that obviously I was not going to work with her, she was going to continue the case, tell other people not to come here, put it on social media, and hung up.
Here are questions that I have.
1) Why was I not contacted after the transmission crack was discovered to see about returning parts before spending more money on the vehicle.
2) I have been told about the crack and pictures of it. I have not been offered to see the pictures or see the vehicle to know the situation.
3) We had the vehicle for 1 week, driven many times with no transmission issues or fluid leaks onto the shop floor. If we had seen a cracked transmission, we would not have done any further repairs. If the transmission crack is detrimental to the vehicle, why did the other shop complete engine repairs after the crack was discovered. If it was an issue, the engine repairs should not have been completed.
4) Presume the van was driven on the trip and still being driven. How can money be given back when a vehicle is still used as normal. I was not able to ask that question during the conversation from being cut off and hung up on.
5) I am willing to work with a customer on situations. In this case further repairs were done to the vehicle after a problem was discovered and vehicle can be driven to my knowledge. All the repairs that were completed here, were needed to make it a safe vehicle for the trip out west. No labor was charged for any inspection or time spent driving the vehicle to duplicate the engine noise. Only labor charged was for the completed repairs.
***
Elite Tire and Auto Center.
XXX-XXX-XXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in the initial complaint,HOW was this
significant
damage missed...to begin with?? This damage could be seen just by crawling under the Van. Elite has hoists for the vehicles!
In Mr Millers response, he even said". If we had seen a cracked transmission, we would not have
done any further repairs" Mr *** also said he " offered to return the parts and try to return tires to
save money." There was no mention
of this. Instead he asked "how am I supposed to return parts that are used already?" I told him that those parts would have never been used had they not missed the cracked transmission!
I did not get ahold of Mr *** at Elite because I had waited too long for the Van to get the repairs done. That Mr *** told me needed to be done from the thorough check! The whole point of this issue is Elite Tire and Auto missed a significant damaged part when they did their thorough check they're Point checks for a vehicle making a long trip!! This would have never come to Revdex.com because money and time would have never have been spent on this Van had I known,right from the points check, the transmission was cracked!
Regards
Sorry for the late response. Have been covering the front and shop, got a little behind.
Here is the history on the van that I have.
X-X-XX XXX,894 miles completed an oil change.
XX-XX-XX XXX,810 miles completed an oil change. note on ticket about possible timing chain noise.
Customer stopped in with the vehicle to hear the engine noise in July 2018. No engine noise was present, owner did want the timing chain replaced. Set up an appointment for the repairs. Vehicle came in for engine repair and trip inspection. Engine did not make any noise for 2 days. Talked to owner and explained that with no engine noise present, I don't feel right taking the engine apart to complete repairs if they weren't needed. First step was to change the engine oil, then run and drive again for a couple days to determine if engine noise returns, or stays away. Dirty engine oil from extended mileage oil changes can cause the timing chain tensioner to not work proper and cause engine noise. Customer agreed and the oil change was completed. After 2 days still no engine noise, no shifting issues, or transmission leaks were noticed. Talked to owner and completed inspection repairs for the trip. After all repairs were done and final test drive was done - engine started making noise. It was determined that the timing chain tensioner was failing or an oil pressure issue to the tensioner was occuring. At that time it was close to the due date of customer needing the vehicle for the trip. Changed schedule to complete repairs, but customer found another shop to complete the repairs. After that day, I had not heard anything about an issue with the van until, the contact from Revdex.com.
Normally an oil change would not be done before an engine repair is completed. But in this case it was done to determine the problem that was causing the engine noise that did not occur at the time.
As stated before, if the parts were not used in the engine repair, they could be returned for a refund. Also at that time, with no miles put on the tires, I could have arranged for tires to be returned.
Since the engine repairs were done after the transmission crack was discovered, and the engine repairs were completed with the parts sold to the customer, there is no way to return the parts now.
I still have not been told that the van is not drivable and I presume the vehicle was taken on the trip and still can be driven daily. I would still like to see a picture of the transmission crack to see the location and the severity of it.
It is an unfortunate situation here, and wish I would have been contacted by the owner before engine repairs were done to the vehicle. I must still presume that the transmission crack must not be much of an issue if another shop completed engine repairs for the owner to take on a long trip.
If there is any other questions you have, please contact me.
Thanks, *** XXX-XXX-XXXX