Grams Complete Auto Repair

Complaint: ***
I am rejecting this response because:MrH*** is assuming that *** *** completely dismantled the engine--all they did was try to diagnose the problemThe full extent of the damage wasn't really known until *** *** took it apart to fix itIt was driven from the Toyota dealership in Henderson, Nevada to the other repair shop in Boulder City, a distance of 15-milesI live in the Denver, Colorado metro area and was visiting my sister in Nevada when the Matrix experienced problems, so why would I want it (or an engine) repaired at his shop in Bloomfield, New Mexico? The distances make no sense.When he took two weeks on a job that should have taken two days, I was patientWhen I had to rent another car for that time, I sighed with resignationWhen an repair that was promised to return the car to good, reliable working order failed in less than two months, I started to seetheBut the difficulty in getting Gram's Auto to admit their mistakes and make it right have me boiling overWhile he may have some satisfied customers in my demographic, I am not one of them
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted]
I am rejecting this response because: Although Mr. H[redacted] embellished his facts this time, the problem remains that I was the victim of a bait-and-switch. We never discussed the cost of a new engine from Toyota, the option presented to me was that of a "rebuilt" engine (approximately what I was charged for) not a "used" motor which should have been much cheaper. Please note the prices paid when I had the car re-repaired in Nevada, where I broke down. Mr. H[redacted] represented to me that the engine had a years warranty, and since there was no heat damage or other signs of customer neglect the warranty should be in place for the cost of the replacement. All conversations with Mr. Lopez of Highway 64 Salvage and Mr. H[redacted] are noted in my complaint, he had only one contact from [redacted] of [redacted] in Henderson, Nevada that I am aware of. Mr. Mike H[redacted] may have broken no written laws, but he certainly crossed several moral ones in taking advantage of a single senior woman traveling alone.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[redacted] contacted Grams Complete Auto Repair October 22, 2015 at 3:37 pm (not October 23 as stated) at which time he wanted to discuss a rebuilt engine he says we placed in a Toyota Matrix. I informed him that it was not a rebuilt engine, but a used engine procured from Highway 64 Auto Salvage....

Hwy 64 is the carrier of the warranty as I will not warranty a used engine. Mr. [redacted] was given Hwy 64s' information along with business phone numbers and cell phone numbers. At which time,I contacted Hwy 64 and informed them of the issue and asked them to take prompt action. Enclosed is Hwy 64s' report on the alleged engine problem and copies of their correspondence. On November 2, 2015 at 1:04 pm the first contact with the customer ([redacted]) was a message left on my business answering machine. She made unfounded accusations and threats. This message has been saved. Upon calling her back, asked her what the problem was. She said she could not do anything with Hwy 64. I informed her that I would contact them. When I contacted Hwy 64, they stated that Mr. [redacted] had sent them pictures of the heat security tabs. One of these tabs had been melted out, which voids the warranty. After Hwy 64 informed me of this, they offered Ms. [redacted] another engine and all she would have to pay is the freight. She declined the offer. I did not hear from her again. After she declined the offer of H 64s', she began charge back procedures against Grams Complete Auto Repair through Merchant Services. She stated that she would be satisfied with no less than a complete refund of not only money spent at Grams Complete Auto Repair,.but also money she spent on motel rooms and rental cars. All this is in writing and filed through Merchant Services, who provided me with copies of the claims against Grams Complete Auto Repair. The first written complaint was filed and found in favor of Grams atter which they tiled a second complaint which went through arbitration (documents enclosed). At which time the claim went into arbitration (which I would be glad to ship to you). My report was 30 pages long and amongst the paperwork filed was an offer from Hwy 64 stating that if they would produce the vehicle Hwy 64 would pay to have a replacement engine installed with no charge to Ms. [redacted] which she declined. This offer from Hwy 64 is enclosed. Enclosed is a report from Merchant Services which was issued on February 24, 2016, finding in my favor. Now to address the Revdex.com statement that the engine failed in less than a thousand miles. Customer receipt from Mr. [redacted] shows that the vehicle had 90,303 miles. When we installed the used engine in the vehicle the vehicle had 88,435 miles. This shows that she drove the vehicle 1,868 miles.In regards to the statement that the provided engine was junkyard quality: it is a used motor. These motors generally have a lot of miles on them. The customer decided to go with this option, as a rebuilt motor from Toyota cost more than what she was willing to financially put into this car. (A rebuilt engine from Toyota was quoted at $9,918). Enclosed is documentation showing that the engine provided by Mr. [redacted], of [redacted], was received from LKQ Engine (a salvage yard) and had 40,000 miles on it. Also enclosed is a letter from the Revdex.com dated May 10, 2016. This letter states that I have 10 days to respond. I received a letter on May 18, 2016 stating that the case had been closed due to lack of response. This letter was dated on May 16, 2016. Upon calling I was informed that your system showed a 7 day period. When I explained the difference from what I was being told to the information I was sent I was informed the case would be reopened and a 3 day extension would be placed on the claim. A copy of the May 10 letter is enclosed. In close Grams Complete Auto Repair did nothing wrong. Mr. [redacted]s claims to date have ranged from being factually inaccurate to bold face lies. This statement can and will be backed up with documentation which can easily be provided. I If you have any questions please feel free to call me at the above number thank you. Sincerely,Mike H[redacted]                   May 18, 2016

To whom it may concernIn regards to Ms. [redacted]s' claim of "bait and switch" I have been forthcoming on everything that happened time and again. It was not a rebuilt motor. It was a used motor. The engine that I installed in her car and the engine that was installed to replace it were both used engines procured from salvage yards. You can see this on the invoice that I provided and the invoice from [redacted] Boulder City, Inc. (invoice number [redacted] dated February 2, 2016). This invoice was provided to the NMAG by Ms. [redacted]. On the same invoice provided by Ms. [redacted], it stated that the engine was full of motor oil. Initial contact with [redacted] was on October 23, 2015 at which time he said they had diagnosed the problem by removing the oil pan. All of the oil would have to have been drained to perform this. Sometime between October 23, 2015 and February 2, 2016 the oil pan had to have been reinstalled and oil would have to have been, added in order for the engine to be full of oil. At that time I took Mr. [redacted] at his word that there were bolts and bearings in the pan. In the statement provided by Mr. [redacted] to Visa he stated that the torque converter bolts had sheared off, causing pieces to rattle through the engine, thus destroying the engine. This means the torque converter bolts would have had to go through the engine block to end up in the bottom of the pan. In the statement to Visa on December 22, 2015 Mr. [redacted] stated that the wrong torque converter bolts were installed, causing pieces to shear off and rattle through the engine. Document is enclosed. Invoice [redacted] shows two stripped torque converter bolts. Not sheared. Pictures provided. Between October23, 2015 when Mr. [redacted] informed me the engine was junk and the invoice dated February 2, 2016 the odometer gained 17 miles. Why would a mechanic reinstall an oil pan and put oil in a junk engine to be delivered to another shop? They would have to have also reinstall the starter as this would have been removed to inspect the torque converter bolts. Cost analysis: Grams: used engine $1750. Labor: $1800 [redacted] used engine $2300. Labor: $2145December 8, 2015 Ms. [redacted] refused to accept a replacement engine from Hwy 64 due to freight costs. December 31, 2015 Hwy 64 stated in writing that if the vehicle was delivered to Grams, Hwy 64 would cover all costs of engine replacement (parts and labor). This offer was also refused. She chose to take it to another shop and cover the cost, herself. As far as taking advantage of a single senior woman traveling alone, I have done thousands of jobs over the years for this particular demographic with no complaints having ever been filed. 30% of my clientele fall into this category. Sincerely, Mike H[redacted] 05/28/2016