Farmer & Poole Auto Care

Review: I took a 2001 vechile to have a manifold gasket put on. when I went to pick up vechile the timming was off and the truck would not pull with power, the mechanic assistant was fired for not doing things correctly. The master mechanic said all was ok. Had to return vechile the nest day. Ruptured heater coil and blown water pump after being told it was new and paying for it. Would not return calls.Desired Settlement: civil case for repaip at another location. in the amount of 1100.00

Business

Response:

On approximately September 2,2013 (according to invoice history), Farmer & Poole Auto Care LLC. had been asked to replace an intake manifold gasket on a 2001 GMC Sonoma due to an anti-freeze leak. Farmer & Poole Auto Care replaced the intake manifold gasket at the agreed price without waiver. After the intake gasket was replaced, the truck did not idle or run correctly. The employee that had performed the initial work was terminated shortly after due to non-compliance & falsifying information on his application regarding his mechanical ability. Farmer & Poole's Master Mechanic examined the vehicle and diagnosed the issue as being faulty fuel injectors that were factory original. Farmer & Poole replaced the expensive part at no cost to the customer and no labor was charged for the repair, at this point the truck ran great according to the customer. Upon completion, Farmer & Poole Auto Care advised the customer based upon a known history of vehicles and experience, the water pump would be leaking within the next several months since the radiator (previously replaced by another party) was replaced and the intake manifold gaskets were just replaced, the water pump (factory part) was the next weakest point since the majority of cooling system parts had been replaced. Two days later Farmer & Poole received a phone call from this customer, we advised her to bring the vehicle in and we would replace the water pump. The customer arrived the next day (October 5, 2013) and then advised management that she did not have the funding available for the water pump to be replaced and began to cry (witnesses). I (management) advised her that she could make weekly payments until the water pump repair was paid for and the customer agreed to the terms and appeared happy. After several weeks of no contact with this customer management placed a phone call to check in with the customer and to see how the vehicle was doing and also to remind the customer of the$234.85 invoice, and that no payment had been received. After 57 days, a payment was received(October 31, 2013) in the amount of $20.00, the customer then advised that another payment would be made in a couple of weeks. After several more weeks of non-payment, management placed another phone call to the customer asking about the vehicle and asking if another payment could be made, the customer advised it would be a few more weeks, the conversation was concluded. After several more weeks, around mid December a final phone call was made to the customer asking for final payment to close out the end of the year. The customer responded and advised the final payment would be made by the end of the month. Exactly 118 days after the water pump repair (September 2,2013) the final payment was received on December 31,2013. Several weeks ago approximately mid-late February 2014, Farmer &Poole received a phone call from this same customer explaining that the new water pump was leaking . during the conversations nothing was ever discussed or brought up about a ruptured heater core, as some people know, the heater core in this pickup is located inside the cab of the truck, under the dash. when the complaint was submitted to the Revdex.com (Revdex.com) this was the first time hearing about a ruptured heater core. All work performed by Farmer & Poole was done under the hood of the pickup truck. After approximately 2 working days management contacted the customer and advised her that the water pump would be covered under warranty at no cost and there would be no cost for the replacement part to be installed. The customer was advised to bring the vehicle to Farmer & Poole Auto Care so that we could take a look at it. After several days, the customer called and asked for Farmer & Poole's address then terminated the conversation. No more communication has been received from this customer until she lodged a complaint through the Revdex.com (Revdex.com). All receipts for parts are filed, and copies can be readily available at any time regarding this particular case to those who may need it. In addition, there is also a payment and work order history logged electronically by Quickbooks 2013, this information can also be provided to those who need it regarding this particular case. Best Regards,[redacted]Farmer & Poole Auto Care-Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] there are not accurate statements made by Farmer and Poole, I have retained and a Lawyer. I have never stood outside this place of business and cried. I did make payments to them. they were paid on December 31st,2013. I never heard anything about injector parts being bad or needing replaced. that is not a true statement from them. I have no hard feeling I just wanted my vechile repaired and feel like it was not done.Regards,[redacted]