Haskins Collision & Auto Service Center

Hello [redacted]
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My name is [redacted] and [redacted] of Haskins Motor Car Company and I spoke with you briefly on the phone today about complaint number[redacted]Below I will address completely honestly and to the best of my ability [redacted] complaint.
Let me begin by saying this is my very first complaint of any kind and myself and my shop always stand behind our work, even if I have to lose money on the job
I copied and pasted the complaint below and will insert my comments
Before the first time [redacted] brought her car to Haskins she had already taken it to [redacted] to be diagnosedShe was not happy with [redacted]'s diagnosis and costs and removed the car from [redacted] and brought to Haskins
Took car in for stalling and possible oil leak. She mentions "possible" oil leak but in fact she knew it had a leak and already received an estimate to fix from [redacted]I know this because the Manager of [redacted] and I spoke after he noticed the car was taken to my shop.Was told to replace a/c air compressor but there may be other problems but this was the major one. This is correct...we found and informed her that the "pully" attached to her a/c compressor was very worn out and loose and the engine is not properly running because the "pully" and belt were not tight. Not if, but when this "pully" broke off it would be dangerous and cause more damage with the pully bouncing around the engine compartmentAs she herself mentioned we informed her this was a major problem.....we also informed her this was the "first" step with her issuesWe did in fact address the oil leak on the top of the engine, same diagnosis as [redacted], and possibly the [redacted] were badShe told us to only repair the a/c compressor / pully issue first, which we did Picked up car after repair and oil was still leaking (they had not checked for leak as requested). Completely and please note that in the beginning of her complaint she mentions "possible" oil leak and now she is saying "still" leakingThe car did have an oil leak which different shops looked at and she elected not to repair not once but twice. Took car back and asked to look for oil leakWas told that I needed a new [redacted] cover gasket, plugs, wires and bootsAgreed to repair. This is correct....please note in her own words she "only" mentions repairing the oil leak, which we did and I have attached a picture proving the leak we fixed is no longer leakingAn interesting note on the leak repair is the fact she could not afford to have the work done but I offered, and she accepted to pay me back...I try to help my customers in any way I can and this was a way I thought I could help her outShe was late paying me back but did after we called her with a reminder Picked up car after repair and could not get above mph on freewayBroke down before I could get it home and would not start again. Sorry this happened but nothing mentioned here and now about any oil leaks, or pully / ac problems, which were the only repairs Haskins were authorized to perform so far. Towed it back to shopWas told catalytic converter was the cause. Correct and please note that on this visit we are only asked to diagnose the car not being able to go over mph on freeway and not starting, nothing about an oil leak or low on oilWhen I arrived at my shop the next morning the car started right up for me but we still looked into the car not going over 50mphOnce again we informed her that the [redacted] are likely bad and need to be replacedshops have now diagnosed this issue and came up with the same fixShe declined the repair and took the car back to [redacted] By this time, I did not trust Haskin's diagnosis because it seemed to me they were not doing good workHad the car towed from Haskins to [redacted] in same areaThey also said the problem was the catalytic converter, so we had [redacted] replace. Here she mentions the catalytic converter was in fact the issue that we had diagnosed and recommendedWhen [redacted] replaced the catalytic converter, they told me oil was still leaking from the [redacted] cover gasket area and I should take it back to Haskins because they should stand behind their work. Took the car home from [redacted] on a SaturdayHad to add oil by Monday, Tuesday and Friday and the oil light was coming onHad to rent a car on Friday evening and drop the oil leaking car off at Haskins so they could look at the [redacted] cover gasket to make sure their work was good. Now the car is in fact back at my shop again, after being worked on at another shop, and she and or the other shop is claiming the oil leak we fixed is now leakingPlease note she never complained or mentioned our work on the [redacted] Cover and gasket leaking when she brought it back for us to look at the issue of the car not going over 50.....only after being worked on at another shop . Haskins calledMonday morning and said they would not look at my car and they had not proof that the work they did was the source of the leak. Exactly what we told her was the repair that we, "Haskins" preformed is still good and not leakingAnd we further tried to explain if something has gone wrong since it was last at another shop, "[redacted], having work done on it we cannot be responsible if perhaps that messed something up or something just went bad....if our repair had failed I would have fixed it no problem at all. But they would not even take a look at it to find out. 100% lie....we even ask her to come down to the shop and we would show her and explain our work is still good or days after it was fixed and at another shop.......she was not happy with that and declined coming down and asked that we email her the picture which we did...same one I attached here. I asked them why they were not going to stand behind their product/repair and they said they were not going to look at my car anymore and to come pick it up. Yet another 100% complete lie and again if it was on us I would fix it. It is not drivable, Here we have yet another 100% lie.....she drove the car off my lot and I have Video proof of that. therefore, I have had to have it towed Here we go again with another lie....like I mentioned before she drove the car off the lot and did not have it towed and I can show the video to prove it. to a different repair shop and will likely spend more money on something they should have stood behind themselves
After receiving and reviewing the complaint I personally went to [redacted] to speak with [redacted] the [redacted] about what was claimed he told [redacted] about the leak[redacted] adamantly explained to me he did not tell her our repairs were still leaking and we should stand behind our work. He also showed me his notes on the car and no where did I see anything....dosent mean it didnt happen Ive been lied to before. [redacted] also personally inspected the car and agreed that the repairs Haskins made are still good and you can clearly see in the picture there is no oil leaking from our repair.
In the picture the top part are the [redacted] we replaced....dry and no oil, the middle part that says [redacted] is the [redacted] Cover and as you can see it is still clean and dry, there is a gasket that you cant see that goes below the [redacted] Cover....has a long rectangle illustration and there is no oil leak there either.....what you see are after our repairs and the day she dropped it off after [redacted] installed the [redacted]
Hope that wasn't to much but please let me know if there is anything I can do to further help.....my employees that worked with this job have also agreed to speak with you on this matter if you want, just let me know
Thanks, [redacted]

Revdex.com:
I have reviewed the 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.]
Regards,
[redacted]
Hi,
 
Sorry about sending my response via email and not online, but for some reason, I could not gain access through the login process.
 
Please see [redacted] response below regarding a complaint I filed with the Revdex.com on 9/22/14 regarding services that were performed at his place of business, Haskins Collision & Auto Service Center.
 
[redacted] stated that I had first taken my vehicle to [redacted] for repair, didn’t like their price, so instead had [redacted] repair my car.
 
This is untrue.  Listed below is the sequence of events for the repair of my car:
 
9/4/14:  Took car in to [redacted] for stalling and possible oil leak. Was told by Haskins that the problem was from the a/c compressor unit and tensioner.  May have other things wrong, but need to start with this repair first.  No other research was done to find out where the oil leak may be coming from.
 
9/8/14:  Proceeded with a/c compressor unit and tensioner repair/replacement.  This cost $773.62.
 
9/8/14:  Picked up car and was told the car was running much, much better, but that the old leak was coming from the valve cover gasket and that would need to be replaced.  Also was told the car needed a new catalytic converter as well.  Car still stalling out, so took car back to Haskins for valve cover gasket replacement on 9/11/14.
 
9/11/14:  Valve cover gasket replacement was done:  Cost was $577.91.  Picked car up on 9/11/14.  Car was running worse than when originally taken to shop to begin with.  Stalled out on the way home and had to call [redacted] to tow it back to Haskins. 
 
9/12/14:  Haskins said needed to replace catalytic converter.  At this point, I did not trust their diagnosis, so I had the car towed to [redacted]. 
 
9/13/14:  [redacted] said it needed a new catalytic converter.  [redacted] installed the catalytic converter, but was told there still was an oil leak and to make sure Haskins will guarantee their work.
 
Following week:  Had to get a car rental because oil was leaking so badly from the car you couldn’t drive it.  Took it back to Haskins on 9/19/14, which was a Friday.
 
9/22/14:  [redacted] from Haskins called and told me to come pick up my car because they refused to look at anymore.  She accused me of going to several different mechanics in the Ashland area, which I did not.  I asked her if they stood behind their goods and services, but she did not answer that question.  The only thing she said was that there was no proof that their work was the cause of the oil leak. 
 
Had the car towed to [redacted] and they said it was the engine.  Since they do not do engine work, towed the car to [redacted] and was told I needed a new engine. 
 
Since this time, I have had to replace the entire engine with a used engine. 
 
In my opinion, the car was mis-diagnosed to begin with and cost me more than it should have if Haskins had diagnosed it properly to begin with.
 
The total cost of repairs including the new engine is 5230.00
 
My phone number is [redacted] if you need to reach me.

Review: Took car in for stalling and possible oil leak. Was told to replace a/c air compressor but there may be other problems but this was the major one. Picked up car after repair and oil was still leaking (they had not checked for leak as requested). Took car back and asked to look for oil leak. Was told that I needed a new valve cover gasket, plugs, wires and boots. Agreed to repair. Picked up car after repair and could not get above 50 mph on freeway. Broke down before I could get it home and would not start again. Towed it back to shop. Was told catalytic converter was the cause. By this time, I did not trust Haskin's diagnosis because it seemed to me they were not doing good work. Had the car towed from Haskins to [redacted] in same area. They also said the problem was the catalytic converter, so we had [redacted] replace. When [redacted] replaced the catalytic converter, they told me oil was still leaking from the valve cover gasket area and I should take it back to Haskins because they should stand behind their work. Took the car home from [redacted] on a Saturday. Had to add oil by Monday, Tuesday and Friday and the oil light was coming on. Had to rent a car on Friday evening and drop the oil leaking car off at Haskins so they could look at the valve cover gasket to make sure their work was good. Haskins called Monday morning and said they would not look at my car and they had not proof that the work they did was the source of the leak. But they would not even take a look at it to find out. I asked them why they were not going to stand behind their product/repair and they said they were not going to look at my car anymore and to come pick it up. It is not drivable, therefore, I have had to have it towed to a different repair shop and will likely spend more money on something they should have stood behind themselves.Desired Settlement: Because they refuse to stand behind their product, I would like to have a full refund of the total amount I have spent at Haskins, which was $1335.00. This does not include 2 rental cars and a taxi ride of over $193.00 because the car had not been fixed properly to begin with. The first repair of the a/c compressor unit cost $776.00 and was not the source of the stalling as was told to me and therefore, a repair that was not needed to make it stop stalling. The oil leak was not investigated until after I took it back the 2nd time.

Business

Response:

Hello [redacted]