Greg's Japanese Auto Parts & Service

We contacted [redacted] directly to resolve this issue. Shewas offered a different financing option that would ensure she had noadditional fees. She was satisfied with the resolution and explained that shewould alter her original Revdex.com complaint. Thanks, Greg's Japanese Auto

Review: In early April 2013, my Mazda car broke down due to a cooling system problem. So we brought it to Greg’s Japanese Auto, 1270 W. Chandler Blvd., Chandler, AZ, where both of us had our cars before.

The repairs were done in a few days but they did keep finding other problems that needed to be repaired. So they said they had to keep it over the weekend although discussed before that they would finish and return it before the weekend. Monday there was a dust storm. And [redacted] told us that he would secure the car in their shop because of the storm.

When we picked up the car we noticed that the interior was covered in a layer of dust and plant debris. And after just driving to the other side of the highway and stopping the car (3 miles away from Greg's Japanese Auto), we noticed that there was damage to both of the interior door panels (exactly the same spot on both sides) of the front doors and damage to the driver side front fender. This damage wasn’t there before we took the car to Greg’s. We called Greg’s and talked to [redacted]. He said that we need to bring the car into the shop so that they can see the damage.

We brought the car back several days later, since we live a longer distance from Chandler. First we talked to [redacted], which got us nowhere, where he insisted that I had done the damage myself, and that it would be an old car and therefore the damage on the panels from the sun. Then when we insisted that this damage was not on the car before we brought it in to them he asked if we would want to talk to the manager [redacted].

I have to include here, that I am a very responsible person who takes very good care of cars, have an impeccable drivers history without accidents (since over 30 years) and that I keep my cars (e.g. my current Mazda) looking better than its age. Furthermore, we have a car the same age that was always kept outside in the sun, which has no sun damage on the interior. Furthermore, how come that on both doors (if from sun damage) it cracks at exactly the same time, but also no further damage anywhere else in this car on any panels is present. I believe therefore, that those cracks in the panels were done while they had to push the car into the shop.

[redacted]’s explanation then for the dust inside the car was that “we can’t control the weather. There was a dust storm” (which we knew already, but [redacted] had offered us to protect my car from it by putting it into the shop). And, “when a vehicle is in the shop, the windows remain open for safety reasons”. We questioned then, since there was quite a bit of dust along with flowers from nearby trees in the car, couldn’t this be prevented by shutting the garage doors. Shutting the garage doors would also help to keep the dust out of the shop. We noticed that the shop was very clean, therefore, we have a feeling, since the interior was so very dusty, that the car was parked outside with the windows open and the dust storm blew in, and the employees didn’t bother to shut the windows.

Nonetheless, Greg’s Japanese Auto didn’t even offer to have the interior of the car cleaned.

With the damage problems to the front fender and interior door panels, [redacted] argued that they did not do anything in the inside of the car, that the damage to the front fender was not caused by them and the damage to the door panels was from sun damage. Yet, the damage on the inside front panels was on both sides same location and wasn’t there before we brought the car to them (see above). To the damage on front fender he applied it could have been done while parking in their lot over the weekend when we brought it in. Yet, the car was parked when it was brought there on the first spot of the parking lot, so that on the left side front and along the side, a curb protected the drivers side of the car, so that no car was able parking there, during this weekend. And at pick-up we called 20 Minutes before we picked the car up. So we do wonder how this damage got then unto the front fender.

We believe that [redacted], the manager as well as [redacted], just wanted to get us off their chests. Furthermore, after some discussion, [redacted] became unprofessionally angry and rude and told us to leave and never come back.

Could you, Revdex.com, please help us!Desired Settlement: Repair of damage.

Business

Response:

Revdex.com of Central, Northern & Western

Arizona

4428 N 12th St

Phoenix, AZ 85014

Ref:[redacted]

To whom it may concern;

In response to the complaint of Ms. [redacted]. Her vehicle –

2001 Mazda MPV – was towed on the weekend of March 30th and key

dropped. On Monday April 1st we drove the van into the shop and

pressure tested the cooling system for a coolant leak and found the water pump,

thermostat housing and radiator hoses leaking. [redacted] (our service advisor)

then contacted the customer to explain what we had found and how much the cost

would be to repair it – also noting that there might be other leaks but we

needed to start with these first and then recheck. After replacing the water

pump, thermostat and hoses the cooling system was again pressure tested and the

radiator and coolant recovery tank were also found to be leaking. [redacted]

contacted the customer to inform her of the need to replace the radiator and

recovery bottle and the additional cost of replacement. She agreed to have the

service performed. [redacted] informed the customer that the repairs may not be

completed by the end of the day on Friday the 5th. He told her that

the van would be locked up inside the shop over the weekend. On Monday the 8th

the repairs were completed. [redacted] called her to let her know the the repairs

were completed. She said she would pick it up the following day – Tuesday the 9th

– because she lives in Maricopa. She asked if the van would be inside and

[redacted] told her it would be. When she came to pick up the van she made no

mention of the dust/plant debris, door panel “damage” or damage to the left

front fender/bumper.

The van was never left outside overnight except when it was

first dropped off by the tow truck.

Ms. [redacted] called

later that day to complain of the “damage” to her van and how dirty the

interior was. [redacted] offered to have the interior cleaned but said that he

would need to visually see the “damage” to the van to which she was referring.

She replied that it would be several days before she could return because of

where she lives. She returned several days later – as she said she would – and

[redacted] and the technician, [redacted], who repaired her vehicle, went out to

inspect the “damage” that she claims we did to her van. When she asked about

the dust and plant debris inside her van [redacted] explained that while a vehicle

is inside the shop we always leave the drivers window down (with the key in the

ignition) so it will not get accidentally locked. As for the dust storm [redacted]

stated that we could not get the overhead doors closed before some dust and

plant debris had blown inside the shop. Also we cannot control an “act of God”

- the weather – but try to keep it out at much as possible. (When we park vehicles outside the windows

are put up). [redacted] offered to have the interior cleaned but she refused the

offer. They both noticed the damage to the left front fender/bumper and cracks

in the upper part of the front door panels. [redacted] told her that the cracks

were due to the heat not from “pushing” the van as she claimed but she insisted

that we caused the cracks. They both inspected the fender/bumper damage and

[redacted] offered to have it buffed out (since there was what seemed to be white

paint on the bumper) but did not claim responsibility for the damage. She again

refused to have anything done. She then said she wanted to speak to the

manager.

At that time I went out to inspect the vehicle for the damage

that she claims was caused while in our shop. I stated that the door panels

were cracked due to the heat (the same response that [redacted] had given her) but

she still insisted that we caused the cracks. When I asked her how that could

have occurred, she said it was because we had pushed her car by the door

panels. I told her that we drove her car into the shop. She asked how that

could be because she had it towed to our shop because it overheated. I said

that after sitting all night it had cooled down so that we could drive it the

short distance (fifty or so feet) into the shop bay. She still insisted that we

had damaged her door panels. Then I inspected the damage to the fender/bumper

and told her that the damage could not have occurred while in our shop, pulling

the van in and out of the service bay (the corners of our bays are painted red)

or on a test drive. She still insisted we did the damage. I told her that if

the technician repairing the vehicle had caused any damage to her van and not

reported it to me that it was grounds for termination. [redacted] has impeccable

integrity concerning customers vehicles. I then explained to her that the

damage to the fender/bumper could have occurred while the van was parked

outside during the day stating that someone in another vehicle could have hit

her van. She did not accept this explanation because her van had been parked

next to the curb in the first parking spot the day it was dropped off. I stated

that the damage probably occurred in the parking lot after that because the van

was at our shop for a week. I also stated that we could not be held responsible

for someone else hitting her car while parked in the lot. She still insisted

that we caused all the damage to her van. I asked if [redacted] had offered to have

the inside of the van cleaned and have the fender/bumper buffed out and she

said yes but that she wanted “everything taken care of by us”. I took this to

mean that she wanted us to replace the door panels, repair the damage to the

fender/bumper and have the interior cleaned. I replied that we would not

replace the door panels but would clean the interior and buff the

fender/bumper. She continued to refuse any sort of compromise. At that point I

asked her to please leave and that if this was how she was going to respond to

our offers she was not welcome back. At no time did I raise my voice or was I

“unprofessionally angry or rude”. She then said that she was going to complain

to the Revdex.com and I said that was her right but that we had a A+ rating with them.

After that she and her husband left.

Please note that her husband was with her the entire time

when we were inspecting the van and made no comments.

With kindest regards,

Greg's Japanese Auto AZ

Business

Response:

[redacted]In reply to Ms. [redacted] response we are proposing the following offer; we will take the van to the body shop (which means that she will have to bring to us and leave it) and have the left front fender/bumper assessed and we will have the entire interior detailed. We will not replace the door panels or assume any liability for said door panels. We maintain the "cracks" in the upper area of the panels is due to sun/heat. Whether we drove the van into the shop or pushed it in (we would have pushed it from the rear of the van) we did not perform any repairs in the interior of the van nor remove the door panels or push on the doors. If this is acceptable to Ms. [redacted] please let us know as soon as possible so we can make the arrangements. Thank you.With kindest regards,[redacted]Greg's Japanese Auto AZ

Consumer

Response:

Dear Revdex.com,

Here is my statement to the answer of Greg’s Japanese Auto, Chandler:

First: My van could not be driven into the shop since all the cooling liquid was completely drained from the motor and was draining any newly added liquid immediately. This is why we had to get a tow truck to bring it to Greg’s Japanese Auto.

So the people at Greg’s Japanese Auto were not able to drive the van into the shop. Otherwise it could or would have damaged the motor of my van, additionally! This additionally, since so many cooling system parts were broken. With this answer from [redacted], how can I trust my car into the hands of this business any longer, since I can not even be sure that they will not cause additional damage to an already existing problem.

Second: They, actually [redacted], told us while we were talking with [redacted] that they “pushed the van into the shop”. Since I remember exactly that we discussed how to push an automatic car.

Third: Actually we told [redacted] that we could not pick up the van on Monday, but a day later on Tuesday, because we did not want to drive in a bad sandstorm. When he offered me to park/secure the van in the shop due to the storm.

Here what I’ve to say to the manager, [redacted]’s, statement “[redacted] stated that we could not get the overhead doors closed before some dust and plant debris had blown inside the shop.” about the dirt in my van: Why did they/Greg’s Japanese in Chandler/[redacted] then return (a) dirty car(s) in this manner to the customer? Is this proper customer service? My repair bill was close to $2000 because this shop added more and more (claimed) broken parts. Shouldn’t this repair cost at least include to return the car in clean and respectful condition back to me (or any other owner!), as a paying customer, if it got dirty while in their care?! I do not believe that any customer would accept to pick up such dirty car without being upset or insulted to find out to be getting it returned in such an improper and disrespectful manner and condition.

Fourth: Same day we picked it up, on Tuesday, we called and told Greg’s Japanese Auto immediately about the damage, because I’d recognized the damage to the panels while I was just driving 3 miles away from the shop. Since, because they had left the van so dirty to us/me, that I looked more around inside the car, when I recognized the damage to both front panels. 3 miles away from the shop, I stopped the car then and inspected the rest of the van, when I found the damage to the front fender.

Fifth: At no time ever had [redacted] and [redacted] “offered” me to either clean the car, nor to buff out the fender damage additionally. Not at my first call to [redacted] this happened (as [redacted] claims, “[redacted] offered to have the interior cleaned”.). [redacted] said at my call then that I “would need to bring the car so that he can see the damage before he can make a judgement”. Nor did it happen when we talked to [redacted] or [redacted] in person at the shop.

I instead asked, “if they could not just buff the damage to the body out”, because as I said, “possibly the damage is not too deep.”. To which I/we did not receive a reply from [redacted].

Sixth: At no time (during this day) have I demanded from them “to replace” the door panels. I, instead, was the one who first asked [redacted], because [redacted] asked me, uninterested in any of the damages, what I want, “if there wasn’t some possibility to patch those doors up with some fiber.” When [redacted] answered “there was nothing for that to fix it”. This left the only possibility - in order to repair this damage - by replacing the door panels. Which they knew/got aware themselves then, but I assume, did not wanted to do something with it either, in order to not have any costs to take care of this damage.

So, I was the one who tried to find compromises, but was left stranded with each suggestion I made.

Furthermore, [redacted] himself said, while we were in the office, they ”pushed my van into the shop”, since I recall exactly that we talked about how to push an automatic car. (This is, because I first suspected that they had some bar through/at the windows affixed to the car to pull the van into the shop. Because door panel damage was at exactly the same location at both sides.) So this story about telling us that “they/we drove the car into the shop” never occurred. It is a new story, a lie that [redacted] manufactured now.

And so is also this sentence of [redacted] “I asked if [redacted] had offered to have the inside of the van cleaned and have the fender/bumper buffed out and she said yes but that she wanted “everything taken care of by us” never occurred either. [redacted] never asked me if [redacted] offered to take care of these two issues because he never did either. Therefore, I never said/nor could have said “Yes” to it.

To [redacted]s sentence “They both inspected the fender/bumper damage and [redacted] offered to have it buffed out (since there was what seemed to be white paint on the bumper) but did not claim responsibility for the damage. She again refused to have anything done. She then said she wanted to speak to the manager.”

This is incorrect as well. Since [redacted] asked me “if I would like to talk to the manager,[redacted]”, since he, [redacted], did not offer me to take care of any of those issues, damages, by arguing all was my fault (see below * ) and left me completely without resolution. Gregs Japanese, [redacted], and [redacted], were therefore responsible that it never got to a compromise.

Additionally, we were actually thrown out of their office, not “asked to leave” as [redacted] states, by [redacted], after they did not offer me any remedy for any of the damages they had caused to my van, but tried to make me or others responsible for any and everything (… weather, tow truck driver, other customers, myself, the sun, old car, etc. *). This right then, when I told [redacted], while [redacted] was present sitting on the computer, that I will bring this issue to the attention of the Revdex.com. This is when [redacted] reacted rudely and very unprofessional with aggressively saying to us: we may do so, yet we should leave right now and never come back. And [redacted] even had a smirk on his face when (his, as I assume father) [redacted] said this.

After seeing [redacted]’s answer to my complaint and his actions when I came for the complaint to the damage on my car to their shop, I do not see anymore, that Gregs Japanese Auto in Chandler treats their customers according to an A+ rating. And that this is due to [redacted] and [redacted]’s unprofessional and damaging dealing of their customers.

I am at this point not even sure that the work they do is really work that needs to be done.

Nor would I trust with good conscience my or any other persons car into their hands any longer. Nor do I trust into dealing with any of those two people ([redacted] and [redacted]) any longer, since they together misrepresent the truth.

At each time the person who was with me, who is actually not my husband, was present at these conversations and witnessed it. He did say little, not because he did not agree with my claim, but that he knows I can handle my complaint myself. And he was very carefully listening. He was also always present whenever we dropped off the van or picked it up. He also communicated with Gregs Japanese Auto concerning the repair and told them “that there is no coolant in the car and it drains out immediately if filled up again”, exactly in order that they would not drive the van into the shop and cause subsequently more damage to my van.

He, additionally, is for a longer period a customer at Gregs Japanese Auto in Chandler, than I am, but decided by his experience now, and with this answer, and [redacted] and [redacted]’s unprofessional behavior, not to use Greg’s Japanese Auto for his car anymore, nor, as he did before, will refer Greg’s in Chandler to any other person in the future. He could not do this in good conscience right now anymore.

If the van was left outside (except on the weekend when towed there) only at pick up, than the damage to the front fender by another customer must have had occurred within the 15/20 minutes, when we called Greg’s Japanese Auto that we will pick it up and our appearance at the property. This is also very unlikely.

I still expect that this repair shop is taking care of the issues, and damage to my van, in making amends to it. Otherwise I/we will not trust this Greg’s Japanese Auto shop in Chandler in any way or form anymore.

And we hope that this issues can be resolved by the Revdex.com.

Sincerely,