Holmes Automotive

AUGUST 12,2014RE: reply to complaintThis letter is my reply to [redacted] complaint.([redacted]) First let me start off by saying I run a good shop, I’m not out to cheat anyone. When his truck came to me it was not by him, it was brought to me by another shop. I was ask to put on the...

converter and he was well aware of the problems that could occur. It was his own part witch came with no guarantee or warranty. The car return a year later and at that point I told him what had to be done to correct the problem and he refuse. He was willing to let me try and repair the broken stud but to no avail. I then told him that we need to take the cylinder head of but it was a cost to him but he refused that. In this field bolts break everyday its nothing that's done intentially but it happens, Why should that be a cost to me. the part he purchased was whorped in the beginning and didn’t fit properly. I showed it to Jeff([redacted] auto) who brought the car to me but [redacted] didn't care or want to except the answer. So it’s not my fault I tried to make it right but it seams he want something for nothing. I’ve been in business for over 16 years and customer service is most important to me but not at a cost to me. On another note if he wants to take me to court so be it I will be prepared with my facts and pictures then I will counter will my time lost as well.If any other information is needed, please feel free to contact me ###-###-####.Sincerely,Mark *. H[redacted]

Review: • Our daughter’s 2004 Toyota Corolla originally went to Holmes Automotive in [redacted], MD for the installation of an engine head gasket, timing chain, and water pump. After keeping it for 3 weeks and inability to properly repair it, they discovered that a mistake was made and they would have to put a complete engine in the vehicle.

• After approximately a month, my daughter received the car back ensuring that it was repaired and that the auto shop had to absorb what they called was the cost of their negligence to put in a new or rebuilt engine. The car was still shaking, the check engine light remained on, fumes entered the card, and the heat went in and out.

• The car was taken back to the shop on October 1st after the engine light remained on and the car was running sluggish. Once again Holmes attempted to repair the vehicle. It was at this time that [redacted] the mechanic says "glad you brought it in because if you didn't the timing chain would have popped". The car came in originally on August 26 for the change of the timing belt and now it was about to break.

• Get the car back the same day and the car continues to shake and the heat still does not work. My daughter and husband call [redacted] the next day and tell him about the shaking and heat is inoperable and now he indicates the car needs to be driven a little while and the thermostat is probably out for the heat and to bring it back when it is inconvenient for her.

• On Friday October 4 my daughter is leaving work in rush hour traffic going south on Interstate 270 towards the capital beltway the car starts to slow down and then it cuts off right in the heart of rush hour traffic and was dangerous and could have caused her life. The engine light and oil light come on.

• Attempted to get to a safe place and it continues to cut off. Get to a safe place and the car will not start and the car was smoking. The car had to be towed to my residence at my expense.

• Holmes was notified next day, the offered to have the car towed from my residence to the repair shop. My husband was informed that there was no oil in engine and the engine ordered was a defect. Once again an engine was ordered and repairs commenced for another three weeks.

• In conclusion, the car was returned and ensured that the repairs had been made on Friday, October 24. As of the writing of this letter, once again the car cut off and has to return to the repair shop. In this entire process, we discovered a large dent in the car that no one wanted to take ownership of while it was at the shop. In addition, to the sloppy repair work, oil and other residue has been left in the car and covered up by auto mats. There are fumes which are making my daughter sick and have consistently triggered her allergies. She has been consistently inconvenienced with the repairs to this vehicle since August 26. There has been no compensation for a rental car or anything as she has had to find a ride to work during this time. This is unacceptable and I will send this complaint to other automobile consumer advocates. I am convinced that the engine that has been placed in this vehicle is rebuilt and remains defective. We are fearful of this car and have deemed it unsafe for driving. As of the writing of this letter, she has been informed to bring the car in yet again. How many times? We have yet to receive warranty information and where the engine was purchased. I am also convinced that it is not part of a car fax reporting. I want this vehicle repaired and this vehicle operating with no further problems as well as warranty information ASAP.Desired Settlement: The car immediately repaired. A rental car be provided while repairs are being made. Warranty and guarantee for the repairs in writing. Proof of purchase of the correct engine for that model and year and the manufacturer providing the engine. Action has also been filed with [redacted] to hold payment until guarantee of repair is proven. The repairs also resulted in additional damage to the vehicle (unexplained dent, oil, fumes, and towing charges) Problem involved most of the repair issues listed. I could only select one.

Review: Solicited their shop to install 3 catalytic converters to a 2005 [redacted] in the summer of 2013. After ALL repairs were completed the "Check Engine" light came on. I took it to an authentic [redacted] repair shop in [redacted], MD for a diagnostic. They informed me I had an engine air leak! It was coming from an area where a bolt that sealed the rear manifold was broken. Instead of PROPERLY installing another bolt, they slipped a piece of metal in the hole where the busted bolt once rested and tried to torch it closed. The Dealership mechanic didn't want to touch it. He suggest that I take it back to Holmes Automotive because they are obligated to PROPERLY fix that. The owner of Holmes Automotive (Mark) informed me that the mechanic that improperly repaired that bolt no longer works there and suggested to fix it for me. After the repairs were completed, I drove it home. The next day, the "CHECK ENGINE" light came back on. I took it back to Holmes Automotive to see what was wrong. Another mechanic there informed me he replaced the bolt and there was NO AIR coming out of that part. At this point, I took it back to the [redacted], MD [redacted] dealership for another thorough diagnostic. The Dealership mechanic told me that the air is STILL coming out of the area because they didn't replace the bolt with the proper kind. They used larger screw to place back in there. I took the truck back to Holmes Automotive and explained to them what I saw and what the Dealership told me. After they examined it again the owner (Mark) explained to me that the rear manifold must've been warped and I should buy another one. I purchased another rear manifold catalytic converter for them to put on. After they installed the next catalytic converter my "CHECK ENGINE" light came back on the next day! They broke a bolt off my engine, lied about installing another, lied about air not coming in, and lied about me needing another Catalytic Converter.Desired Settlement: The first option could be to refund me $1000 ($200 for installation of front converter / $200 for installation of the rear converter / $100 for the 3rd converter installation / $300 for the purchase of the 2nd New Rear manifold I had to buy / $100 for the 1st Dealership Diagnostics visit and $100 for the 2nd Dealership Diagnostic visit). The 2nd option they could properly put the CORRECT BOLT in my truck (in one days time) and properly ensure there will be no air coming out. Their third option could be to reimburse me for the cost of my dealership to CORRECT THEIR MISTAKE! Their 4th option is to take this to court and we can add in my lost time at work, public transportation cost while the truck was in the shop, and time away from my kids

Business

Response:

AUGUST 12,2014RE: reply to complaintThis letter is my reply to [redacted] complaint.([redacted]) First let me start off by saying I run a good shop, I’m not out to cheat anyone. When his truck came to me it was not by him, it was brought to me by another shop. I was ask to put on the converter and he was well aware of the problems that could occur. It was his own part witch came with no guarantee or warranty. The car return a year later and at that point I told him what had to be done to correct the problem and he refuse. He was willing to let me try and repair the broken stud but to no avail. I then told him that we need to take the cylinder head of but it was a cost to him but he refused that. In this field bolts break everyday its nothing that's done intentially but it happens, Why should that be a cost to me. the part he purchased was whorped in the beginning and didn’t fit properly. I showed it to Jeff([redacted] auto) who brought the car to me but [redacted] didn't care or want to except the answer. So it’s not my fault I tried to make it right but it seams he want something for nothing. I’ve been in business for over 16 years and customer service is most important to me but not at a cost to me. On another note if he wants to take me to court so be it I will be prepared with my facts and pictures then I will counter will my time lost as well.If any other information is needed, please feel free to contact me ###-###-####.Sincerely,Mark *. H[redacted]