European Motor Cars

Complaint: [redacted] I am rejecting this response because: Dear Revdex.com,I am rejecting this response because European Motor Cars has done nothing to make this right.I would like to say that I am also saddened by the way EMC has handled their inability to repair my vehicle I would also like to point out that although I did attempt to contact Ms [redacted] and left messages for her a couple of times that I have never spoken to her.I would also like to point out that throughout the period that I was taking my vehicle into EMC that I had all recommended repairs done Each time I took the vehicle in EMC thoughtthe overheating issue had been repaired If you look through the invoices, you will see that the only invoice that mentions additional repairs being needed is the one from 11/27/ The parts needed to be ordered for the repair and I took my car right back in to EMC about a week later and paid for the recommended repairsIt was never mentioned to me and it is not printed on any of the invoices following the invoice on 11/27/that additional repairs were recommended Each time I took my car in EMC thought the issue was repaired I think that it is interesting that only one invoice recommends additional repairs and it is followed by another invoice about days later for $947.44and now EMC is saying that I was not having the recommended repairs done.Although EMC did swap out different parts over the course of almost a year, I did bring my car in for the same issue each time which was the overheating issue It was recommended that I purchase many parts that probably were not necessary A good example of this is when a perfectly good battery was replaced (invoice from 10/10/14) I had never had any issues with my battery but I was told that the battery was somehow involved with my engine overheating The overheating issue was never repaired by EMC.If the root problem was the final repair that was done by EMC then why did my car continue to have the same problem? Another question is if everything was “in proper working order” as of 10/10/2014, then why was my coolant contaminated with oil and my coolant improperly mixed on 11/4/14? Although I NEVER added water to my cooling system, even if EMC receives the benefit of the doubt, wouldn’t it make sense to replace contaminated fluids after a $1,repair?If it is not correct to say that EMC did not know what the problem was with my car (overheating), it certainly is correct to say that they were unable to repair it EMC is saying that I did not give them the opportunity to look at my car to fix the issue; I gave them plenty of chances to fix my car against my better judgment I wish that I had switched mechanics sooner.I would not recommend taking your vehicle to European Motor Cars.Regards, [redacted]

Revdex.com:I would like my complaint ID [redacted] , to be handled through an Arbitration hearing with Revdex.com.Regards, [redacted]

Dear Mr [redacted] ,We hear that you are unsatisfied with the result of a years worth of service with EMC It is our experience that upon 1st seeing your vehicle we estimated the cost of fixing the leak on the oil cooler housing You declined This recommendation is on the first repair ticket Our system keeps recommended repairs listed on our computer and does not continue to print them each time you come in As you know, you get to talk to [redacted] or our service writer face to face each time you bring your car in for service During that face to face conversation, you are given a verbal play by play of everything done to your car and reminded of recommendations that are still outstanding You were given verbal reminders each time you came in and each time you declined You were also instructed that unless you fix this problem, you would continue to have issues and things will deteriorate So yes, you may have been bringing your car in to fix an overheat problem, however it is clearly documented that you did not fix the recommended repair until a year later At that point EMC had provided you with parts and service and discounts to help you during your prolonged financial difficulty Asking for EMC to return money for an entire year of service is simply ridiculous Not only did we spend time, parts and money on your vehicle, you are currently driving around with all of that in your car To address your issue about the battery being replaced Your vehicle is a fully computerized car that runs off an electronic system If your battery is not properly providing enough energy, your Electronic water pump, electronic systems will not work properly.11/27/ -- Made recommendations to repair.10/10/- year later - made the recommended repair One year of damage and deterioration to your car partsMrs [redacted] simply works as a support for EMC and is only in the office one day a week [redacted] is the person you need to communicate with and you did speak with [redacted] several times Keep in mind that EMC was notified by you one week after the final repair that everything was great You personally came in to tell [redacted] and everyone at the shop how happy you wereIt was a complete surprise to EMC when the following two things happened:You chose to take your car to a dealer and have them replace the water pump As you may know now, that pump would have been under warranty at EMC EMC replaced the water pump on 12/6/ Almost a year later (a year of deterioration and neglect due to you declining service) you had the water pump replaced at another shop 11/14/ Of course the water pump was subjected to contaminants However, to suggest that EMC did not put the correct coolant levels in your vehicle during repair is untrue If a major part (Water pump) is still working when a shop does a repair, the shop does not take out all the parts of a car, clean them and replace them as a courtesy Shops replace things when they break, otherwise all cars would always have brand new engines and parts all the time and mechanics would all be millionaires The other shop also charged you for a thermostat and other things which EMC had just completed, effectively charging you a 2nd time, seems to us that you would have a dispute with them about replacing something you just paid for.You disputed your final two payments with the credit card company which found in EMC’s favor Both of these actions result in EMC’s loss of confidence in wanting to help you as a customer EMC did provide you with many parts and discounts to help you out over the course of the year The discounts are documented clearly, however the parts are not EMC did those as a favor and you are well aware of them as you mentioned them in your letter IF your car is running without a overheating issue now, EMC is glad you are satisfied Your troubles would have been nothing had you simply done the recommended repair when EMC first suggested you do so Your choice of refusing that repair over the course of a year was your own European Motor Cars should not be held responsible for your actionsEuropean Motor Cars Incdoes not feel that anything is owed to Mr [redacted] especially not an entire year worth of service tickets, that is ridiculous We ask that Mr [redacted] accept that he made poor choices with the maintenance and care of his vehicle and understand that no mechanic will force an unauthorized repair on a customer It is always up to the customer to authorize needed service and repairs To do otherwise would be unethical European Motor Cars has years of positive community service in Northern Colorado It is unfair for a person to attack our reputation because he is unhappy due to his own choices We ask that Mr [redacted] cease his attack on European Motor Cars Inc and accept his responsibility in how things played out with his vehicleBest Regards, [redacted] Owner - European Motor Cars Inc(EMC)

Dear Revdex.com,EMC is very saddened by this customer Mr [redacted] recently attempted to not pay EMC by filing a dispute with his credit card company The bank dismissed the case in favor of EMC In Mr [redacted] complaint to Revdex.com he references the dealer invoice that the overheating was caused by the oil leaking into the coolant Please see the repair order from his first visit to EMC where he was told the same thing.It is simply not true that EMC did not know what was wrong with this car This customer implies he brought it back for EMC to fix the car six timesDifferent repairs were made at each visit but never the necessary repair to fix the root problem, at the customers insistenceThis customer states in his letter that the repairs done by EMC caused this contamination problem He brought it to EMC because of the problem Why does he state EMC caused it?The customer also implies that he paid for the same repair six times This is obviously not true either, please see the timeline of repairs 11/27/-- RO # [redacted] Radiator hose and sensor were repaired along with and oil serviceAt this time it was reported to customer to repair oil cooler (AKA oil filter housing) and seals which were leaking He was asked to bring the car back ASAP to have it repaired Customer declined at this time.12/6/- RO # ***Customer had water pump replaced but again declined the necessary repair which was the root cause of the problems in the car.4/24/- RO# ***No complaint of overheat -- Oil Service performed6/23/- RO # ***Customer returned with coolant and over-heat issues EMC replaced belt, hose and hose barbs It was noted by mechanic at that time that coolant mixture was not correct as customer was adding water Customer declined recommended repair to fix the root problem.7/24/- RO# ***Customer came in to have his codes cleared & oil service He was advised to fix the initial issue.9/25/- RO # ***Customer returns with overheat issue EMC replaced the thermostat and bolts Customer continued to decline recommended repair stating financial hardship.10/- RO # ***Customer finally agreed to have recommended repair on oil cooler/oil filter housingThe vehicle left EMC in good working order.One week after this final repair, Mr [redacted] personally came into EMC to say thanks and the car has never run betterHe was a very happy customer.11/4/- Dealer Invoice -- It states that the cooling system overheating is due to waterpump failure The root problem as confirmed by the dealer invoice was component failure caused by oil leaking into the coolant We told him this at his first visit and he always refused to fix this until his last visit to EMC Exactly what we told him was going to happen did happen which was that he had to fix the oil cooler housing/seals to ever fix the car and the cooling system components would deteriorate and fail prematurely until this was fixed Unfortunately, the waterpump failed sometime after the last repair EMC installed the waterpump on 11/27/ Of course it was subjected to an oil and water mixture for about a year before it failedOur parts are warrantied for years for failure His choice to have another shop replace parts that should have been under warranty was his own and he should be responsible for that choice and not try to get EMC to pay for that choice Every mechanical part that EMC sold this customer (and all the labor it took to install) is still in good working order, with the exception of the waterpump which failed probably due to the oil/water mixture of the previous year The customer is driving his vehicle with EMC’s parts and labor in his car His vehicle is an older [redacted] with continuing problems As with most things, if repair is not done in a timely manner, other elements will also sustain damage It is not correct to say that EMC did not know what the problem was in this car It was recommended from the very beginning of EMC’s service to this car to have the oil cooler housing/ seals replaced Mr [redacted] is asking for a refund of a whole year of service, parts and labor to his older model BMW EMC understands that having to fix a car is not always pleasant However, EMC has clearly documented that Mr [redacted] did not authorize the recommended work Mr [redacted] states that he contacted EMC several times to attempt to resolve the issue Shop owner [redacted] spoke to him each time and offered for him to bring the car in to fix the issue Mr [redacted] refused EMC does not diagnose cars unseen.EMC requests that Mr [redacted] cease his complaints about European Motor Cars Inc [redacted] European Motor Cars, IncRiverside AveFort Collins, CO [redacted] Attachments Preview attachment [redacted] .jpgImage [redacted] .jpgPreview attachment [redacted] .jpgImage [redacted] .jpgPreview attachment [redacted] #***.jpgImage [redacted] #***.jpgPreview attachment [redacted] #***.jpgImage [redacted] #***.jpgPreview attachment [redacted] #***.jpgImage [redacted] #***.jpgPreview attachment [redacted] #***.jpgImage [redacted] #***.jpgPreview attachment [redacted] #***.jpgImage [redacted] #***.jpgPreview attachment [redacted] #***pg1.jpgImage [redacted] #***pg1.jpgPreview attachment [redacted] #***pg2.jpgImage [redacted] #***pg2.jpgPreview attachment [redacted] .jpgImage [redacted] .jpg