Hyman Brothers Automobiles Midlothian

10/22/ On 9/20/a packet was sent to [redacted] to complete the purchase of a [redacted] from our dealership incuding a $to ship the truck to CaliforniaThe paperwork was returned to us with the check for payment on 9/22/The truck was put out for shipment to California $which had been sufficient in the past for pick up of a vehicle to California, but in this case did not lead to immediate pickup of the vehicleWe began to increase the amount offered for shipment by $a day until we reached $and a shipper agreed to pick up the truckOn Monday 10/10/a shipper arrived to pick up the vehicle, but did not have enough room on his truck and we immediately reposted the shipment for pickupThe next shipper agreed to pick up the truck on 10/11/2016, but then put us off three days until we cancelled shipment with them on 10/14/ [redacted] gave us permission to release the truck to His family member along with a check for $which was done on 10/15/ The shipping process is not predictable and can be affected by weather and what direction shipments are going at any given time which I did explain to Mr [redacted] We do not own a shipping company and therefore cannot guarantee an exact shipping date and do let customers know it can take to business days for shipment possibly longer Stuart B [redacted] Sales Manager Hyman Bros Automobiles

Hyman Brosis sorry to hear that problems have arisen after delivery of the vehicleWhen Ms [redacted] notified us weeks after delivery that she was experiencing a misfire in the engine we advised her of what warranties she had with the purchase of this vehicle and that she should find a local repair shop that could diagnose her concernMs [redacted] was advised that the car only came with a day or 3,mile limited powertrain warranty and that anything that the repair shop of her choice found that fell within the guidelines of coverage we would gladly take care ofThe repair shop called with a diagnosis for her misfire as an oil separator and spark plugs with an estimate of $800-We promptly approved this repair which fell within the coverage of her warrantyMs [redacted] then notified us that the repair shop had noted some other items that they felt needed attention, none of these items were covered under her day or 3,mile powertrain warrantyHyman Brosthen reviewed her purchase contract and found that she had originally elected to purchase an extended service contract which provided much more coverage than the limited warranty that comes with every car we sellThis extended service contract would more than likely have covered any additional concerns the repair shop had notedFurther research showed that she had called our business manager and had cancelled her extended service contract and sought a refund which was processed at her requestWe are sorry that she chose to cancel the coverage that she now seeksWith any car, new or used, problems can arise at any time and often without warning, none of these issues she noted at the time of her purchase, test drive and delivery processWe offer everyone that is eligible to purchase this insurance/extended service contract at time of purchase should issues arise in the futureMs [redacted] was eligible and did purchase the insurance/extended service contract but unfortunately decided to cancelWe are saddened that she chose to do this and we feel that she may feel that way as wellWhile we will cover the items stated in her day 3,mile powertrain warranty we cannot be obligated to cover items outside of this warranty in fairness to those who purchase extended service contracts for just these situationsWhile we value Ms [redacted] as a customer her actions have limited us in ensuring her satisfaction with her ownership experience

Mr [redacted] first contacted us with a request for solutions to an ongoing problem he had been encountering with his [redacted] with approx250,miles for the past two yearsHe stated that during those years he had replaced alternators twice batteries twice and that the car had been sitting inoperable and the state inspection had expiredIn his correspondence he also informed us that for three to four years his alarm system had been randomly going off and he had removed some of its components so that it would not emit sound and only the flashing lights was his signal that the alarm was actively engaged and possibly taxing his batteryMr [redacted] requested whether the alarm system could be repaired or removedWe upon initial inspection found both door switches inop causing the cars alarm system and other modules sensing doors were open, we sought approval to first repair this malfunction before we could further diagnosis his electrical concerns.Upon replacement of the door switches his alarm system still would malfunction and it was or opinion to remove it due to the age of the system and that there was no factory support or replacement partsWe did in fact inform Mr [redacted] that because of the age of the vehicle and having a quarter of a million miles that the car was truly at the end of its lifecycleThree months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up carWhile we understand he may be frustrated with the reliability of this automobile but one must consider the age and mileage, the long history of problems prior to us seeing his car and that the car has had periods of non use while he had these problemsHyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was chargedWe are sorry Mr [redacted] does not feel this wayWe do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need

Revdex.com: I have reviewed the offer and/or response 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] They fixed it because they broke it that's what they should have done but they didn't compensate me for my time that was wasted because of there error! It doesn't matter how many miles my car has on it I purchased a warranty for repairs and anything that my warranty didn't cover I paid to fixI've spent at least $ [redacted] there with no problem or complaint I understand my car is old but that has nothing to do with them not owning up to the fact that they broke the lug nut putting the tire back on to tight and that I had to waste half a Saturday because of it

Revdex.com: I have reviewed the offer and/or response 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 belowNotice, Hyman Brothers shares that it was their “opinion” to remove the alarm system when they sate, “Upon replacement ofthe door switches his alarm system still would malfunction and it was or opinion to remove it due to the age of the system and that therewas no factory support or replacement parts.” However, it is clear that they did not state they did not receive “permission” to remove the alarm systemThis is due to the fact that they did not communicate this prior to removing it In no way should any service station perform any maintenance without first receiving permission from the customer This was the case for the first repair, but not the second The following statement is false, “Three months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up car.” Quite the contrary, when I returned the cashier produced paperwork showing the alternator was holding charge, but she would not allow me to have a copy As stated in the complaint, any alternator will look as if it is holding charge when you provide it with a brand new battery As such, they communicated that the car was repaired and did not need additional work, as such there was no need to request more work to be done Finally Hyman Brothers states, “Hyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was chargedWe are sorry Mr [redacted] does not feel this wayWe do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need.” This confirms the premise of my argument that Hyman Brothers believes because they made an effort to repair the vehicle they are absolved from any responsibility No one pays hundreds of dollars for an “effort” If a service station communicates that they know what the problem is, charge a customer to complete the repair, and the repair does not solve the issue, then they are fully responsible for completing the repair No one, including myself, pays for an “attempt” Regards, [redacted]

10/22/ On 9/20/a packet was sent to *** *** to complete the purchase of a *** *** *** from our dealership incuding a $to ship the truck to CaliforniaThe paperwork was returned to us with the check for payment on 9/22/The truck was put out for shipment to
California $which had been sufficient in the past for pick up of a vehicle to California, but in this case did not lead to immediate pickup of the vehicleWe began to increase the amount offered for shipment by $a day until we reached $and a shipper agreed to pick up the truckOn Monday 10/10/a shipper arrived to pick up the vehicle, but did not have enough room on his truck and we immediately reposted the shipment for pickupThe next shipper agreed to pick up the truck on 10/11/2016, but then put us off three days until we cancelled shipment with them on 10/14/*** *** gave us permission to release the truck to His family member along with a check for $which was done on 10/15/ The shipping process is not predictable and can be affected by weather and what direction shipments are going at any given time which I did explain to Mr ***We do not own a shipping company and therefore cannot guarantee an exact shipping date and do let customers know it can take to business days for shipment possibly longer Stuart B*** Sales Manager Hyman Bros Automobiles

Revdex.com spoke with the sales manager of the company who provided the following response:
He said that the steering wheel has bluetooth indicated, as BMW advertises generically, but that bluetooth does not come on
that particular modelHe also stated that in the write up for the sale the business completed, blue tooth is not listed in the featuresHe also stated that they reached out to the customer directly and explained the situation, and have offered to either let him switch the vehicle for another or return the vehicle for a refund and the customer declined those offers and instead opted to keep the vehicle

We are sorry to hear Mrs*** feels this way even though we we have provided everything we can to help her with this automobileHer vehicle has one hundred seventy thousand miles currently and is approaching the end of its life-cycle and repairs will be more frequent and costly and less
predictableWe have always provided our recommendations and advised on what items were most important to do first in an attempt to work with her budget and warranty companyWe have provided her with a free car to drive anytime her car has had a failure that required an extended time to repairAs referenced in her complaint about her wheel stud braking after pickup we paid to tow the car to us and provided a no cost repair with loaner as well we offered assistance towards the other major repairs her car needs pertaining to axles and tires while again with the age and mileage of this vehicle it is hard to predict such things and we understand the frustration we both feel, but we have been most accommodating to date

Revdex.com spoke with the sales manager of the company who provided the following response: He said that the steering wheel has bluetooth indicated, as BMW advertises generically, but that bluetooth does not come on that particular modelHe also stated that in the write up for the sale the
business completed, blue tooth is not listed in the featuresHe also stated that they reached out to the customer directly and explained the situation, and have offered to either let him switch the vehicle for another or return the vehicle for a refund and the customer declined those offers and instead opted to keep the vehicle

Mr. [redacted] first contacted us with a request for solutions to an ongoing problem he had been encountering with his [redacted] with approx. 250,000 miles for the past two years. He stated that during those years he had replaced alternators twice batteries twice and that the car had been...

sitting inoperable and the state inspection had expired. In his correspondence he also informed us that for three to four years his alarm system had been randomly going off and he had removed some of its components so that it would not emit sound and only the flashing lights was his signal that the alarm was actively engaged and  possibly taxing his battery. Mr. [redacted] requested whether the alarm system could be repaired or removed. We upon initial inspection found both door switches inop causing the cars alarm system and other modules sensing doors were open, we sought approval to first repair this malfunction before we could further diagnosis his electrical concerns.Upon replacement of the door switches his alarm system still would malfunction and it was or opinion to remove it  due to the age of the system and that there was no factory support or replacement parts. We did in fact inform Mr. [redacted] that because of the age of the vehicle and having a quarter of a million miles that the car was truly at the end of its lifecycle. Three months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up car. While we understand he may be frustrated with the reliability of this automobile but one must consider the age and mileage, the long history of problems prior to us seeing his car and that the car has had periods of non use while he had these problems. Hyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was charged. We are sorry Mr. [redacted] does not feel this way. We do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need.

Revdex.com:
I have reviewed the offer and/or response 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]
They fixed it because they broke it that's what they should have done but they didn't compensate me for my time that was wasted because of there error! It doesn't matter how many miles my car has on it I purchased a warranty for repairs and anything that my warranty didn't cover I paid to fix. I've spent at least $[redacted] there with no problem or complaint I understand my car is old but that has nothing to do with them not owning up to the fact that they broke the lug nut putting the tire back on to tight and that I had to waste half a Saturday because of it.

Revdex.com:
I have reviewed the offer and/or response 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.1. Notice, Hyman Brothers shares that it was their “opinion” to remove the alarm system when they sate, “Upon replacement ofthe door switches his alarm system still would malfunction and it was or opinion to remove it due to the age of the system and that therewas no factory support or replacement parts.”  However, it is clear that they did not state they did not receive “permission” to remove the alarm system. This is due to the fact that they did not communicate this prior to removing it.  In no way should any service station perform any maintenance without first receiving permission from the customer.  This was the case for the first repair, but not the second.2.  The following statement is false, “Three months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up car.”  Quite the contrary, when I returned the cashier produced paperwork showing the alternator was holding charge, but she would not allow me to have a copy.  As stated in the complaint, any alternator will look as if it is holding charge when you provide it with a brand new battery.  As such, they communicated that the car was repaired and did not need additional work, as such there was no need to request more work to be done.3.  Finally Hyman Brothers states, “Hyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was charged. We are sorry Mr. [redacted] does not feel this way. We do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need.”  This confirms the premise of my argument that Hyman Brothers believes because they made an effort to repair the vehicle they are absolved from any responsibility.  No one pays hundreds of dollars for an “effort”.  If a service station communicates that they know what the problem is, charge a customer to complete the repair, and the repair does not solve the issue, then they are fully responsible for completing the repair.  No one, including myself, pays for an “attempt”.
Regards,
[redacted]

We apologize for the inconvenience you have incurred during the ownership of your vehicle. Unfortunately a 12 year old vehicle may cost and require more to maintain. It is possible for any vehicle to experience unforeseen concerns. We stand behind our commitment to selling quality used cars....

Therefor we addressed all the concerns you had with your vehicle as quickly as possible. The repairs made were as a goodwill gesture and were not covered under our written used car warranty policy. As stated before we cannot unwind the sale of the vehicle. We have a 3 day/150 mile used car return policy that applies to all customers. This policy has been in effect for many years and is not something we change or have changed since enacting it. The [redacted] was purchased with [redacted] miles. At the time the return was requested the vehicle had [redacted] miles. This is out of the mileage limit outlined in the return policy. We feel we have been fair and reasonable. We are sincerely sorry you do not feel the same.

10/22/2016  On 9/20/2016 a packet was sent to [redacted] to complete the purchase of a [redacted] from our dealership incuding a $350 to ship the truck to California. The paperwork was returned to us with the check for payment...

on 9/22/2016. The truck was put out for shipment to California $900 which had been sufficient in the past for pick up of a vehicle to California, but in this case did not lead to immediate pickup of the vehicle. We began to increase the amount offered for shipment by $100 a day until we reached $1500 and a shipper agreed to pick up the truck. On Monday 10/10/2016 a shipper arrived to pick up the vehicle, but did not have enough room on his truck and we immediately reposted the shipment for pickup. The next shipper agreed to pick up the truck on 10/11/2016, but then put us off three days until we cancelled shipment with them on 10/14/2016. [redacted] gave us permission to release the truck to His family member along with a check for $1150 which was done on 10/15/2016.  The shipping process is not predictable and can be affected by weather and what direction shipments are going at any given time which I did explain to Mr [redacted]. We do not own a shipping company and therefore cannot guarantee an exact shipping date and do let customers know it can take 7 to 14 business days for shipment possibly longer.   Stuart B[redacted] Sales Manager Hyman Bros Automobiles

In reference to[redacted] concerns and her frustration with the repair process on her [redacted], we understand and have tried to be as helpful as possible.On her first visit we confirmed that we had no signal from the speed sensor and ordered the part which [redacted] did not have...

locally. Upon receiving the sensor we rescheduled her to have it replaced. Once replaced the system showed a good signal from the speed sensor. However now that we sensor was working we observed the speedometer gauge was not operating properly and unfortunately the process to replace a speedometer can be a lengthy process. We first have to order it from [redacted] and once received it has to be shipped to a third party to set the mileage which again takes longer than any of us like. We received the speedo, installed and test drove the vehicle and at that time all was working correctly. Unfortunately after returning the car to Mrs. Bowen she then observed the speedometer operating incorrectly. We followed the [redacted] diagnostic tree and  found an intermittent signal from the main[redacted](control module). We have told [redacted] that we would install this part at our cost and charge no additional labor time as a gesture of goodwill. While it is unfortunate chain of events we feel we have done what was right. While we have no service history with this car and do not know its history and the fact she had another shop look at it prior without repairing it leaves us at some disadvantage but we will do our best and be fair and understanding always. Sincerely, [redacted]Hyman Brothers Auto

Hyman Bros. is sorry to hear that problems have arisen after delivery of the vehicle. When Ms. [redacted] notified us weeks after delivery that she was experiencing a misfire in the engine we advised her of what warranties she had with the purchase of this vehicle and that she should find a local repair...

shop that could diagnose her concern. Ms. [redacted] was advised that the car only came with a 90 day or 3,000 mile limited powertrain warranty and that anything that the repair shop of her choice found that fell within the guidelines of coverage we would gladly take care of. The repair shop called with a diagnosis for her misfire as an oil separator and spark plugs with an estimate of $800-900. We promptly approved this repair which fell within the coverage of her warranty. Ms. [redacted] then notified us that the repair shop had noted some other items that they felt needed attention, none of these items were covered under her 90 day or 3,000 mile powertrain warranty. Hyman Bros. then reviewed her purchase contract and found that she had originally elected to purchase an extended service contract which provided much more coverage than the limited warranty that comes with every car we sell. This extended service contract would more than likely have covered any additional concerns the repair shop had noted. Further research showed that she had called our business manager and had cancelled her extended service contract and sought a refund which was processed at her request. We are sorry that she chose to cancel the coverage that she now seeks. With any car, new or used, problems can arise at any time and often without warning, none of these issues she noted at the time of her purchase, test drive and delivery process. We offer everyone that is eligible to purchase this insurance/extended service contract at time of purchase should issues arise in the future. Ms. [redacted] was eligible and did purchase the insurance/extended service contract but unfortunately decided to cancel. We are saddened that she chose to do this and we feel that she may feel that way as well. While we will cover the items stated in her 90 day 3,000 mile powertrain warranty we cannot be obligated to cover items outside of this warranty in fairness to those who purchase extended service contracts for just these situations. While we value Ms. [redacted] as a customer her actions have limited us in ensuring her satisfaction with her ownership experience.

Mr. [redacted] first contacted us with a request for solutions to an ongoing problem he had been encountering with his [redacted] with approx. 250,000 miles for the past two years. He stated that during those years he had replaced alternators twice batteries twice and that the car...

had been sitting inoperable and the state inspection had expired. In his correspondence he also informed us that for three to four years his alarm system had been randomly going off and he had removed some of its components so that it would not emit sound and only the flashing lights was his signal that the alarm was actively engaged and  possibly taxing his battery. Mr. [redacted] requested whether the alarm system could be repaired or removed. We upon initial inspection found both door switches inop causing the cars alarm system and other modules sensing doors were open, we sought approval to first repair this malfunction before we could further diagnosis his electrical concerns.Upon replacement of the door switches his alarm system still would malfunction and it was or opinion to remove it  due to the age of the system and that there was no factory support or replacement parts. We did in fact inform Mr. [redacted] that because of the age of the vehicle and having a quarter of a million miles that the car was truly at the end of its lifecycle. Three months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up car. While we understand he may be frustrated with the reliability of this automobile but one must consider the age and mileage, the long history of problems prior to us seeing his car and that the car has had periods of non use while he had these problems. Hyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was charged. We are sorry Mr. [redacted] does not feel this way. We do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need.

Hyman Bros. is sorry to hear that problems have arisen after delivery of the vehicle. When Ms. [redacted] notified us weeks after delivery that she was experiencing a misfire in the engine we advised her of what warranties she had with the purchase of this vehicle and that she should find a local...

repair shop that could diagnose her concern. Ms. [redacted] was advised that the car only came with a 90 day or 3,000 mile limited powertrain warranty and that anything that the repair shop of her choice found that fell within the guidelines of coverage we would gladly take care of. The repair shop called with a diagnosis for her misfire as an oil separator and spark plugs with an estimate of $800-900. We promptly approved this repair which fell within the coverage of her warranty. Ms. [redacted] then notified us that the repair shop had noted some other items that they felt needed attention, none of these items were covered under her 90 day or 3,000 mile powertrain warranty. Hyman Bros. then reviewed her purchase contract and found that she had originally elected to purchase an extended service contract which provided much more coverage than the limited warranty that comes with every car we sell. This extended service contract would more than likely have covered any additional concerns the repair shop had noted. Further research showed that she had called our business manager and had cancelled her extended service contract and sought a refund which was processed at her request. We are sorry that she chose to cancel the coverage that she now seeks. With any car, new or used, problems can arise at any time and often without warning, none of these issues she noted at the time of her purchase, test drive and delivery process. We offer everyone that is eligible to purchase this insurance/extended service contract at time of purchase should issues arise in the future. Ms. [redacted] was eligible and did purchase the insurance/extended service contract but unfortunately decided to cancel. We are saddened that she chose to do this and we feel that she may feel that way as well. While we will cover the items stated in her 90 day 3,000 mile powertrain warranty we cannot be obligated to cover items outside of this warranty in fairness to those who purchase extended service contracts for just these situations. While we value Ms. [redacted] as a customer her actions have limited us in ensuring her satisfaction with her ownership experience.

Review: I recently purchased a [redacted] from hyman brothers , which one of the features of the vehicle was hands free driving . after many attempts to use the feature it did not work . I went directly to the bmw dealership where I was told the vehicle did not have this feature. so I went back to hyman brothers to see what my options were to correct the action, and was told that I could buy the hands free equipment on my own, I proposed to returned the vehicle for a one that had this option and I was willing to pay the difference between the two vehicles. I am not a person that complain but I think I a pay for an option on a vehicle I should be able to received it.Desired Settlement: to return the vehicle for another one of equal value or just take my business.

Business

Response:

Revdex.com spoke with the sales manager of the company who provided the following response: He said that the steering wheel has bluetooth indicated, as BMW advertises generically, but that bluetooth does not come on that particular model. He also stated that in the write up for the sale the business completed, blue tooth is not listed in the features. He also stated that they reached out to the customer directly and explained the situation, and have offered to either let him switch the vehicle for another or return the vehicle for a refund and the customer declined those offers and instead opted to keep the vehicle.

Review: On March 12, 2014 I called the Hyman Brothers [redacted] (Midlothian) Service Department to inquire as to the diagnostic charge, and possibility, to repair a “parasitic” battery drain in my [redacted]. A $100 total diagnostic rate was quoted to me by the Service Department representative. He informed me they would take a look at it and follow up with a call following the diagnostic.

On March 13, 2014 the vehicle was dropped off in the Service Department bay and the following letter was included inside both the vehicle and placed in an envelope with the keys:

To the Service Department of Hyman Bros. [redacted],

Vehicle – [redacted] (White/Biege)

Lic # - (removed for security purposes)

Owner – (removed for security purposes)

Contact mobile # - (removed fro security purposes)

Home # - (removed for security purposes)

Service Request - Diagnostic for “parasitic” battery drain

Important Item of Note – One of the battery terminal connections under the hood has been disconnected due to the unknown battery drain. In order to start up the vehicle to operate the battery terminal connection must be easily put back in place.

History – Over the past two years the alternator has been replaced twice and the battery has been replaced twice. The current battery has been recharged and was only in the vehicle for one week prior to losing its charge.

About 3-4 years ago the alarm system began to randomly and regularly go off and the audible noise would be heard until turned off by the remote key alarm transponder. As a result of the regular and random noise the horn was removed manually (and is still not present), but the alarm would continue its malfunction visible by the flashing of the headlights.

After performing a check of the battery using a voltometer and pulling various fuses it appears that the alarm system continues to be silently activated (silent due to no horn present) and as a result is draining the battery. The request is to troubleshoot if the alarm system is indeed draining the battery while the car is not engaged.

Requesting – If the alarm is the issue what the options and cost are to either repair it (including a replacement horn)?

Of note – The cars state inspection is expired due to the car being inoperable. After repair the state inspection will be performed.

On March 14, 2015 I received a call @ 4:22pm with an update that the car was still in the process of being diagnosed and that the labor time of the diagnosis was running on 3.5 hours and the diagnostic charge was now $100 per hour, as such, would I like to proceed with the diagnostic. This was the first time that I was now quoted a $100 per hour diagnostic charge. In all the years I have dealt with vehicles, and diagnostic charge has only been quoted as a flat rate no matter how long it takes. I informed them that I asked them to complete a diagnostic and they quoted $100 total and therefore, yes I would like for them to complete the diagnostic. Later in the day, I received a call that the following would need to be repaired to solve some of the symptoms, but not resolve the issue:

(2) Door Jamb Switches @ $7.65 each

Door Jamb Switch labor @ $100

The vehicle was kept at the dealership throughout the weekend with a notation that I would follow up on Monday whether or not to proceed and order the parts that would take 3-5 days to arrive. However, no information was communicated on the parasitic battery drain, and the possibly related alarm issue.

On Mar 17, 2015 I called Hyman Brothers and spoke with the rep to give the go ahead to order the parts for the door jamb switch replacement. The service quote was received as up to $660.38 for diagnostic, parts, labor, and state inspection. After speaking with the rep and his manager, I was able to have the diagnostic fee kept at the $100 total. In addition I was reassured that this was the cause of the parasitic battery drain and the car would no longer “drain” and the alarm would function properly.

Call received from Hyman Bros March 17th @ 1:09pm and 2:06pm

On March 20, 2015 I received a call from Hyman Bros @ 2:59pm letting me know that the car was repaired and available for pick-up.

On March 21, 2915 I received an additional call from Hyman Bros @ 10:11am once again letting me know that the car was repaired and available for pick-up. I returned the call and informed the rep I would be in before closing to pay and pick up the vehicle. I paid for the vehicle @ 1:16pm in hopes to return to drive the vehicle off the lot later that day. When I arrived to pay for the vehicle I picked up the keys from the receptionist and the receptionist proceeded to hand over to me some parts. Both her and I did not know what the parts pertained to. The total charge was $453.17 and the receipt indicated a charge of $300 for removal of alarm “causing draw”. Later that day I called back to speak to the rep as to what went on with the repair. He informed me the alarm was removed (have photos) due to the fact that it was causing the “parasitic” drain. I informed him that I did not ask for the alarm to be removed, nor was I called about the possibility of removing the alarm, and that I wished for the alarm to be reinstalled free of charge. The rep referred me to his manager to follow up on the service.

Between March 22, 2015 and June 30, 2015 multiple calls were made to the rep and his manager to resolve the issue and receive reimbursement for all charges except the state inspection fee. During this time the “parasitic” drain continued to occur in the vehicle proving that any service provided to date was of no effect and therefore all charges and damages should be returned and restored. My hope was to at the very least have the car restored to its prior condition before bringing it in for repair, to include re-install of the alarm. The manager communicated that [redacted] no longer made or had in stock the parts needed to re-install the alarm and as such there was nothing they could do, and he would not reimburse any of the charges to include the $300 alarm removal that was not asked for by me. The manager proceeded to deflect the blame for the state of the vehicle on me and noted the age of the vehicle (15 yrs) and said that there was no way he was going to have his employees put any additional time and effort into a vehicle of this age with this amount of miles (250,000) for no cost. His implication was that I should be satisfied with the current state of the vehicle and even said that I should consider getting rid of it. The manager’s communication was both unprofessional and even became an offensive attack as to why I felt I should be dissatisfied with the repair. The manager communicated that they would be more than happy to continue to look at the vehicle but that it would involve additional diagnostic charges and additional charges for any repairs made.

Call received from Hyman Bros on June 10, 2015 @ 2:28pm.

The manager never again offered to re-install the alarm or reimburse any service charges.

On June 30, 2015 I received a call from Hyman Bros informing that they would take one more look into why the battery was continuing to be drained at no charge. The vehicle was once again dropped off at Hyman Brothers on the evening of June 30, 2015. The following letter was communicated via phone call and dropped off with the vehicles keys upon return to the dealership:

To the Service Department of Hyman Bros. [redacted],

Attention Hyman Bros -

Vehicle – [redacted] (White/Beige)

Lic # - (removed for security purposes)

Owner – (removed for security purposes)

Contact mobile # - (removed for security purposes)

Service Request - Follow up resolution on previous visit from Mar2014

Important Item of Note – Alarm system removed from previous visit is located inside of vehicle.

Negative battery cable has been disconnected as not to drain battery.

Please call as soon as the vehicle has been looked at.

Requesting alarm system to be reinstalled.

Thank you,

On July 1, 2015 I received a call from Hyman Bros @ 9:35am asking for an additional “new” battery to be dropped off and placed in the car due to the fact that the battery had no charge in order to test the alternator. This was due to the fact that the battery was continuing to be drained since the first repair did resolve the issue. I purchased a battery for approximately $145 (have receipt) and dropped it off at the dealership for the alternator test. This implies that this was the first time that they ever decide to look into the alternator as a possible issue.

On July 2, 2015 and July 3, 2015 I received a call from Hyman Bros at 1:16pm and 8:49am respectively, informing me that the additional diagnostic was complete of the alternator and everything tested okay. As such, there was nothing else they could do and the vehicle was ready to be picked up.

Of note: If you put a brand new battery in a vehicle and proceed to test the charge via the alternator it will always indicate a full charge and look as if everything is okay. It is only after prolonged testing will you be able to determine if a charge is being held.

On July 7, 2014 a final call was made from Hyman Bros @ 3:04pm indicating that no more resolution would be made.

By the time I was done with Hyman Brothers I had not only spent close to $600 for repairs and multiple hours with a vehicle at the dealer, but the vehicle still was not repaired and was in worse condition than when I brought it in (no alarm system).

A couple of weeks later I took the vehicle to another service station for a second opinion. They correctly diagnosed the problem to be a bent crank shaft pulley causing the alternator not to function properly. As a result the proper charge was not produced and the vehicle was running 100% off of battery power. Total cost for repair: $200 ($100 parts/$100 labor).Desired Settlement: Seeking reimbursement of all diagnostic, parts, and labor charges (minus inspection fee $16), as well as cost of providing a new battery due to continued drain, plus cost to have vehicle repaired at second service station and towing fee. Total: $852.17.

Business

Response:

Mr. [redacted] first contacted us with a request for solutions to an ongoing problem he had been encountering with his [redacted] with approx. 250,000 miles for the past two years. He stated that during those years he had replaced alternators twice batteries twice and that the car had been sitting inoperable and the state inspection had expired. In his correspondence he also informed us that for three to four years his alarm system had been randomly going off and he had removed some of its components so that it would not emit sound and only the flashing lights was his signal that the alarm was actively engaged and possibly taxing his battery. Mr. [redacted] requested whether the alarm system could be repaired or removed. We upon initial inspection found both door switches inop causing the cars alarm system and other modules sensing doors were open, we sought approval to first repair this malfunction before we could further diagnosis his electrical concerns.Upon replacement of the door switches his alarm system still would malfunction and it was or opinion to remove it due to the age of the system and that there was no factory support or replacement parts. We did in fact inform Mr. [redacted] that because of the age of the vehicle and having a quarter of a million miles that the car was truly at the end of its lifecycle. Three months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up car. While we understand he may be frustrated with the reliability of this automobile but one must consider the age and mileage, the long history of problems prior to us seeing his car and that the car has had periods of non use while he had these problems. Hyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was charged. We are sorry Mr. [redacted] does not feel this way. We do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need.

Consumer

Response:

I have reviewed the offer and/or response 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.1. Notice, Hyman Brothers shares that it was their “opinion” to remove the alarm system when they sate, “Upon replacement ofthe door switches his alarm system still would malfunction and it was or opinion to remove it due to the age of the system and that therewas no factory support or replacement parts.” However, it is clear that they did not state they did not receive “permission” to remove the alarm system. This is due to the fact that they did not communicate this prior to removing it. In no way should any service station perform any maintenance without first receiving permission from the customer. This was the case for the first repair, but not the second.2. The following statement is false, “Three months later he returned stating that his battery had failed he supplied his own battery and we installed and did further diagnosis at no charge we found that the alternator was not charging and at that time he requested no more work done to the vehicle and he picked up car.” Quite the contrary, when I returned the cashier produced paperwork showing the alternator was holding charge, but she would not allow me to have a copy. As stated in the complaint, any alternator will look as if it is holding charge when you provide it with a brand new battery. As such, they communicated that the car was repaired and did not need additional work, as such there was no need to request more work to be done.3. Finally Hyman Brothers states, “Hyman Brothers acted in good faith and started with the first problems encountered rather than a shotgun approach and spent much more time than was charged. We are sorry Mr. [redacted] does not feel this way. We do not feel as if we are in any responsible to reimburse him for further repairs the car may have needed or will need.” This confirms the premise of my argument that Hyman Brothers believes because they made an effort to repair the vehicle they are absolved from any responsibility. No one pays hundreds of dollars for an “effort”. If a service station communicates that they know what the problem is, charge a customer to complete the repair, and the repair does not solve the issue, then they are fully responsible for completing the repair. No one, including myself, pays for an “attempt”.

Regards,