Grapevine Automotive Services

To Whom It May Concern:The vehicle in question was dropped off at my shop on the morning of September 19th for a diagnosis of an intermittent idling problem After diagnostic tests were completed, I called Mr [redacted] and informed him the PCM needed to be replaced, and quoted a price that included the module, labor and the reprogramming that is requiredI explained that we would replace the module that day and have a 3rd party program the next day He gave me verbal authorization to perform the work, at that time I ordered the part and assigned a technician to begin the repair Late that afternoon, Mr [redacted] called again and informed me that he had spoken to a friend who believed that we had misdiagnosed the vehicle and said that he had changed his mind about the repair I told him we had installed the new pcm however, we could put the original module back into the vehicle and he could pick it up the next morning After he arrived on the 20th, we discovered the vehicle would not start due to the switching of the modules the key had to be reprogrammed to the old module At that time, I advised Mr [redacted] we would be happy to contact the company we use to come and perform that service, but he would be responsible for the cost as he had changed his mind after the repair had already been authorized or he could have the vehicle picked up and taken anywhere else for that service He requested we have the reprogramming done and I again advised that the cost would be $and he agreed to pay On the 21st, when Mr [redacted] and his spouse returned to retrieve the vehicle, after paying for the service as agreed, both became extremely confrontational, accusatory, and belligerent with my manager and other employees After several minutes of attempting to diffuse the situation, it became clear that they would not be persuaded to be calm and discuss the situation in a reasonable, non-abusive manner, so they were asked to leave The claimed my shop was public property and repeatedly refused to leave At that point, we were left with no choice but to contact the authorities Once the police were on the way, Mrand Mrs [redacted] quickly left without taking their receipt We have had no further contact from them We are happy to provide the requested receipts; however, as Mr [redacted] authorized the performed repair and the reprogramming fee I feel that we were more than fair in only charging for the diagnostics that we conducted as well as our cost for the reprogramming that was required I did not even attempt to charge for the labor of removing and reinstalling the module times Thank you for your time.Sincerely, [redacted] ***, Owner Grapevine Automotive Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: ***
I am rejecting this response because:Gentlemen:Mr*** recollection of the events is incorrectThe only accurate sentence in his response is that he (or an employee of his) did indeed contact me on September 19th stating the repair he recommended based on the results of his diagnostic testDuring that very conversation, I was told, emphatically, that due to the volume of work Grapevine Automotive had slated, work on my vehicle could not possibly begin until the following morning, September 20th. I instructed Grapevine Automotive to do nothing to my vehicle until I contacted them later that day.As I stated in my original complaint, I contacted a mechanic in El Paso, who was familiar with my vehicle, about the repairs Grapevine Automotive suggestedI then immediately called Grapevine Automotive and told them I would collect my vehicle the following morning and pay for the diagnostic testI was completely clear that I wanted no further work performed on my vehicleAt the time, this wasn’t a huge concern because I had been assured the shop was too busy to work on my car until the following morning anyway, yet I was certain to emphasize that I did not want any work performedMr*** is incorrect: during that phone call I was never informed that his shop had already replaced the PCMWhen I arrived to retrieve my car on September 20th, I discovered it wouldn’t startI watched, by the office, automotive technicians investigate the problem, all huddled under the hood of my car, and each seemed very puzzledFinally, Mr*** informed me that the PCM had been replaced the day beforeThen and only then did I complain that I had not authorized this work, and that complaint was directly to Mr*** and no one elseMr*** told me that the shop had been able to get to my car and replace the PCM the evening beforeThe new PCM installation, that I had not approved, now required programming by a third-party vendorIn fact, even reinstalling the old PCM would require reprogrammingNone of this work was approved by me either verbally or in writingI was told that I would be required to pay the reprogramming fee of $or I could not get my car backI tried to discuss, what at the time I believed to be simply a miscommunication, with the shop manager, but I was met with constant interruption where he refused to discuss the situation, only stating that I would have to pay for work that I had not authorized in order to get my car back.The allegations in Mr*** third paragraph of the events that took place on September 21st are simply liesAt no time did I have contact with anyone at Grapevine Automotive that morning except for his shop manager, who, as before, was rigid is his demand for payment, refused to discuss a possible negotiation of the unauthorized work, and repeatedly interrupted and raised his voice to meI never encountered any shop employees except for this unprofessional shop managerI was never asked to leave his shop, nor did I make any attempt to continue discussion with the manager when it became clear he refused to have a civil discussionI simply paid the $ 175.00, collected my keys, and exited the building to go to my carI have no spouse so I’m unclear why Mr*** identifies such a personI did have, as a witness, a friend who provided me a ride and accompanied me into the shop.The tone of Mr*** response strongly suggests that he was present on September 21stThe only person I encountered is the man he has identified as his shop managerThis man was combative, rude, and evasiveThe fact remains that I never authorized work be performed on my vehicleI did, specifically, state I wanted no work performed based on the opinion of the other auto mechanic, located in El Paso, Texas, who had previously worked on my carI fully expect Grapevine Automotive to make restitution on what is clearly an error on their part
Regards,
*** ***
Additionally, My comments here are to refute the outrageous statement made by *** *** in reply to a complaint Mr*** filed on September 23rd with your officeI was a witness to the telephone call that took place on September 19th wherein I heard Mr*** give specific direction to make no repair to the Escape, that he planned to pick up his vehicle the following morning to bring it to another repair shop.As for his comments regarding the police: After paying the extorted $175.00, Mr*** left the shop, but I stayed waiting on a receiptThe shop manager was belligerent and combativeI attempted several times to express my disappointment with Grapevine Automotive’ s business practices only to be constantly interrupted with this manager yelling at meI did persist in trying to reason with the shop manager, (the only person Mr*** and I encountered) but was ordered to leave the shopI asked him why he continued to interrupt me and talk over meI simply wanted to state my opinion as it had rapidly become clear that this supposed repair was fraudulent and the manager had no intention of discussing this situation rationallyHe literally yelled at me that he was “calling the cops”I found his behavior so peculiar that I retorted, “Shall I dial the number for you?” At no time did I or Mr*** state Grapevine Automotive was ‘public property’; that is ludicrous.Grapevine Automotive’ s response is disappointing but, unfortunately, not surprising as I’ve learned lies and deception are indicative business practices for this repair shopI seriously urge you to review and consider the original complaintBusiness practices such as these are inexcusableWith best regards, I am*** ***

To Whom It May Concern:The vehicle in question was dropped off at my shop on the morning of September 19th for a diagnosis of an intermittent idling problem.  After diagnostic tests were completed, I called Mr.  [redacted] and informed him the PCM needed to be replaced, and quoted a price...

that included the module, labor and the reprogramming that is required. I explained that we would replace the module that day and have a 3rd party program the next day.  He gave me verbal authorization to perform the work, at that time I ordered the part and assigned a technician to begin the repair.  Late that afternoon, Mr. [redacted] called again and informed me that he had spoken to a friend who believed that we had misdiagnosed  the vehicle and said that he had changed his mind about the repair.  I told him we had installed the new pcm  however, we could put the original module back into the vehicle and he could pick it up the next morning.  After he arrived on the 20th, we discovered the vehicle would not start due to the switching of the modules the key had to be reprogrammed to the old module.  At that time, I advised Mr. [redacted] we would be happy to contact the company we use to come and perform that service, but he would be responsible for the cost as he had changed his mind after the repair had already been authorized or he could have the vehicle picked up and taken anywhere else for that service.  He requested we have the reprogramming done and I again advised that the cost would be $175 and he agreed to pay.   On the 21st, when Mr. [redacted] and his spouse returned to retrieve the vehicle, after paying for the service as agreed, both became extremely confrontational, accusatory, and belligerent with my manager and other employees.  After several minutes of attempting to diffuse the situation, it became clear that they would not be persuaded to be calm and discuss the situation in a reasonable, non-abusive manner, so they were asked to leave.  The claimed my shop was public property and repeatedly refused to leave.  At that point, we were left with no choice but to contact the authorities.  Once the police were on the way, Mr. and Mrs. [redacted] quickly left without taking their receipt.  We have had no further contact from them.  We are happy to provide the requested receipts; however, as Mr. [redacted] authorized the performed repair and the reprogramming fee I feel that we were more than fair in only charging for the diagnostics that we conducted as well as our cost for the reprogramming that was required.  I did not even attempt to charge for the labor of removing and reinstalling the module 2 times.  Thank you for your time.Sincerely, [redacted], Owner   Grapevine Automotive Services

First, my apologies for assuming the woman who accompanied Mr. [redacted] to my shop on the 21st was his spouse (she came in, wrote his check out).  Second, I’m sorry if my response indicated that I was present when they arrived to pick up the vehicle, that was not my intention.My manager, who I have worked and been friends with for close to 20 years, gave me a detailed description of the events of the 21st and the recording on our security cameras validates his account.  I was the one who spoke to Mr. [redacted] on the phone twice on the 19th as well as in person on the 20th.  As for our business practices, as our 12 plus years with an A+ rating indicates, we do not operate as Mr. [redacted] and Ms. [redacted] allege.  As Mr. [redacted] insists on maintaining his story regarding approval of the work, and while I also have witnesses to the phone conversations that took place between us, it’s clear that he has a different recount of those exchanges.  Therefore, in the interest of resolving this matter, I will refund the $175.Sincerely,[redacted], Owner, Grapevine Automotive Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]