Hibdon Auto Center, Inc.

[redacted] purchased a used vehicle from us last year. She purchased it “as-is” and knew that it was a used car. She has only brought her vehicle to us twice since she purchased a year ago. The first time...

was 6/30/15 and we addressed her concerns, and then didn’t hear from her for 10 months. When she just recently brought the car back again (4/1/16) she arrived on a Friday with no notice. We were happy to help her, but already had a full schedule and told her if she left the vehicle we wouldn’t be able to work on it until the following Tuesday afternoon. She decided to leave the car, knowing we would only have time to spend an hour diagnosing it on Tuesday afternoon. We told her we would call her on Wednesday and go over what we found, and then would schedule any work needed after that. She then called Wednesday  morning and said she needed the car back and requested that we do not spend any more time on the vehicle… this did not give us enough time to fix anything, all we had done at that point was diagnose. She understood but said she didn’t want to authorize any further work and asked us to stop so she could pick up the car.We would like to address her complaints:
We advised her that leaky injectors would probably be covered under her extended warranty, but she didn’t want to leave the car long enough for us to duplicate the problem and to have the warranty company authorize a tear-down so we can confirm the injector problem. As you can see on Service Invoice #[redacted] Job (1), which I have attached, we test drive it multiple times but were unable to duplicate the problem she described.
She stated that we never called her with updates on the car, but we did speak to her to give her update on Wednesday morning as planned. The reason she didn’t hear from us prior to that is because her appointment was not until Tuesday afternoon.
We understand her concern that the driver’s seat wasn’t moved which made her think we may not have driven the car; however out of courtesy to our customers we always put the seat and mirrors back how we found them after we drive the car.
The $100 she is asking us to refund is money that was authorized by her in writing for us to diagnose the concerns she had. (See her signature on the bottom of Service Order #[redacted].) When she picked up the car she paid the $100 as agreed. We would be happy to submit the repair to her warranty company and see if will be covered, but this would require her to bring the car back. We explained to her that the $100 could be applied to the warranty deductible if she comes back.
Unfortunately we are not able to fix her car for free, given that she knowingly purchased it as-is, and has not even tried to have the car fixed under the warranty she purchased. (Her warranty contract covers many major mechanical components and we believe could help with some of her current concerns.) We have to pay our employees and our overhead- all work in our service department must be paid for, either by the customer and/or by their warranty.
We are also unable to give her a different car. She purchased this car a year ago, has a loan on it that she is legally obligated to pay, it is registered in her name, etc. the only way for her to get a different car would be to trade it in, payoff any negative equity on the car, provide a down payment, and purchase something else. If she is interested in doing so, we would be happy to help her.
In an effort to resolve this situation amicably, we would even be willing to forward the $100 to another shop to cover her deductible if she would like to take her car somewhere else closer to her home and complete the warranty work there.

Review: Took my car into them several times that I bought from them having same problems over and over they had car for week state they couldn't find problem and didn't have enough time to work on it. Was told I would get call about car from service manager who is also owner never called and when I called he was never available. They never fixed my car never even drove it because my seat was never moved. Find service very rude and not professional. I have had car less then year and they won't even fix car I have leaky trunk and injectors on going problem they won't fix even with warranty I have will never buy car from them again sold me lemon and I have mold in trunk from water in it very rude employees and owners.Desired Settlement: I want refund of my $100 and them to fix my car at no cost or give me different car.

Business

Response:

[redacted] purchased a used vehicle from us last year. She purchased it “as-is” and knew that it was a used car. She has only brought her vehicle to us twice since she purchased a year ago. The first time was 6/30/15 and we addressed her concerns, and then didn’t hear from her for 10 months. When she just recently brought the car back again (4/1/16) she arrived on a Friday with no notice. We were happy to help her, but already had a full schedule and told her if she left the vehicle we wouldn’t be able to work on it until the following Tuesday afternoon. She decided to leave the car, knowing we would only have time to spend an hour diagnosing it on Tuesday afternoon. We told her we would call her on Wednesday and go over what we found, and then would schedule any work needed after that. She then called Wednesday morning and said she needed the car back and requested that we do not spend any more time on the vehicle… this did not give us enough time to fix anything, all we had done at that point was diagnose. She understood but said she didn’t want to authorize any further work and asked us to stop so she could pick up the car.We would like to address her complaints:We advised her that leaky injectors would probably be covered under her extended warranty, but she didn’t want to leave the car long enough for us to duplicate the problem and to have the warranty company authorize a tear-down so we can confirm the injector problem. As you can see on Service Invoice #[redacted] Job (1), which I have attached, we test drive it multiple times but were unable to duplicate the problem she described.She stated that we never called her with updates on the car, but we did speak to her to give her update on Wednesday morning as planned. The reason she didn’t hear from us prior to that is because her appointment was not until Tuesday afternoon.We understand her concern that the driver’s seat wasn’t moved which made her think we may not have driven the car; however out of courtesy to our customers we always put the seat and mirrors back how we found them after we drive the car.The $100 she is asking us to refund is money that was authorized by her in writing for us to diagnose the concerns she had. (See her signature on the bottom of Service Order #[redacted].) When she picked up the car she paid the $100 as agreed. We would be happy to submit the repair to her warranty company and see if will be covered, but this would require her to bring the car back. We explained to her that the $100 could be applied to the warranty deductible if she comes back.Unfortunately we are not able to fix her car for free, given that she knowingly purchased it as-is, and has not even tried to have the car fixed under the warranty she purchased. (Her warranty contract covers many major mechanical components and we believe could help with some of her current concerns.) We have to pay our employees and our overhead- all work in our service department must be paid for, either by the customer and/or by their warranty.We are also unable to give her a different car. She purchased this car a year ago, has a loan on it that she is legally obligated to pay, it is registered in her name, etc. the only way for her to get a different car would be to trade it in, payoff any negative equity on the car, provide a down payment, and purchase something else. If she is interested in doing so, we would be happy to help her.In an effort to resolve this situation amicably, we would even be willing to forward the $100 to another shop to cover her deductible if she would like to take her car somewhere else closer to her home and complete the warranty work there.

Consumer

Response:

I am rejecting this response because: I called two times to talk to [redacted] as he said he would call me every time I called he was unavailable . They never called me I called them and in their letter they state they found leaky injectors but if u look at invoice it states they couldn't duplicate problem and engine runs to standard. [redacted] is one who I was dealing with and said he would call but I called him twice no response .When I arrived to pick up car he didn't even acknowledge me. I would not have any problem paying the $100 if they actually diagnosed a problem You can tell it has Leaky Injectors just by driving it it has no power and wants to stall. This leads me to believe it was never drove. [redacted] told me and my b.f. that he would take care of trunk issue but yet never did he was shown it leaked.I have had car Year today and had nothing but problems should not have to buy car and have tons of problems basically this car is a lemon

Business

Response:

Hi [redacted], we would like to resolve this for you. We would be willing to continue diagnosis if given the time and authorization from you to do so. We can also work with your warranty company to see if the issues are covered. Or, as mentioned in our previous response, if you prefer we can forward the $100 you paid to a different shop so you can get the warranty repairs taken care of closer to your home.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Would like the $100 transferred to [redacted] car is running really bad I am guessing have to have them call Hibdon when I get appointment