Gray's Towing

Review: In May of 2013 I paid Gray's $4,000 for a motor replacement with a 3 year warranty on a Jeep Cherokee Laredo. In February of 2014 the radiator went bad which Gray's replaced at no charge. Within a day the Jeep was overheating. When called they said to just add fluid. This did not take care of the problem so the Jeep was taken back and they found they had not put a belt back on the Jeep. Two weeks later the motor went bad. When the day came to pick up the Jeep they called and said it would be at least another week or longer because the motor they just put in was bad. By the time the Jeep was picked up rental charges were over $600.00 and Gray's would not help with the rental fee and had refused to give a loaner. Within two weeks of picking the Jeep up this time the motor was bad again. The Jeep was costing more in rental and time than we could afford, so it was traded in. Because the motor was bad the trade in value was only $2,000. When I called Kenny at Gray's he said to get a letter from the dealer where the Jeep was traded and he would make a settlement. When I gave him a copy of the letter he stated it was not good enough because it didn't state what was wrong with the motor and the other motors had different problems. He also said I would have to go after the guy he bought the motor from not him. I told him I couldn't go after someone I did not pay, I had paid him. I feel he mislead me by saying I would have a working Jeep for 3 years when in fact it didn't last a year. I feel his warranty is worthless and I would have never paid that much if I know the he wouldn't put in a good working motor.Desired Settlement: I would like the full $4,000 that I paid Gray's because payment was made on the promise that I would have a working vehicle for at least 3 years. I'm not requesting any payment for the rentals or inconvenience.

Business

Response:

[redacted] purchased a motor for a 2002 jeep Cherokee May 22 2013. in February 25h 2014 [redacted] brought the jeep back for the vehicle running hot. [redacted] was notified and a replacement motor was delivered and installed. on March 3 2014. there were issues with motor and [redacted] was notified and a third motor was delivered and installed. also in February 2014 he radiator was bad and we installed one at no charge. [redacted] father was very appreciative of our warranty for [redacted] and completely understood. then the mother stared to call and wanted us to pay for he renal car and we advised her to contact [redacted] engines and they told her no. but they also told us that she never contacted them. the next time we heard from them they had trades the jeep and wanted the money refunded for the motor. not ever contacting [redacted] for he warranty.. I feel that grays mobil was more than fair and we should not be held accountable for them trading the car without notifying us for he warranty. we were notified after the jeep was traded and we did contact holly motors with the info about the [redacted] engine and it was sent to auction. there was no test on the motor from he dealer and no paper work so we have no proof that the engine was bad. hans for your undersanding [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] was appreciative that the motor was replaced the first time because he thought that the second motor would work, it did not. The warranty was guaranteed for 3 years and bad parts were repeatedly put into the vehicle. After at least 3 bad motors and a bad radiator were put in the jeep over the course of 14 months it wasn't financially feasible to keep returning the vehicle to the repair shop and paying for rental cars while they continuously put junk parts into the Jeep, so it was traded in. Gray's requested a letter from Holly Kia saying that the engine was bad when the vehicle was traded in. After being presented with the attached letter they continue to say that it isn't proof that the engine was bad even though it is clearly stated by the dealership that this was an issue. The warranty in question was guaranteed by Gray's where the purchase was made not Jasper who is one of their suppliers. I'm not requesting to be reimbursed for the extensive rental and transportation expenses that occurred during this period just the money for the parts and services that were never satisfactory. We would have never paid $4,000 to fix the Jeep if we knew that junk parts and extensive rental costs were going to become a regular problem. I understand that rarely a bad part can be put into a vehicle but a 100% failure rate over the course of multiple engines is completely unacceptable.

Regards,

Business

Response:

GRAYS MOBIL SERVICE AND [redacted] ENGINES STILL HAVEA WARRANTY OPEN ON THE 2002 JEEP. AND [redacted] AND GRAYS HAVE NO WAY WARRANTING THE JEEP BECAUSE IT ISNOT AVAILABLE TO US. [redacted] HAS PROVIDED DOCUMENTS THAT NO CLAIMS HAVE BEEN FILED.ENCLOSED IS THE PAPER WORK FROM [redacted] THAT CLEARLY STATS ABOUT THE WARRANTY.