J & D Automotive

I am rejecting this response because:
We brought the vehicle initially to J and D in March for multiple issues, the rear tire had a nail in it that could not be removed, why does this seem to be the prominent issue for J and D? The reason we brought the car to an auto repair and not a tire repair shop was a clicking and popping sound and a surge of power then a gag If you consult the invoices from March, you will see J and D did zero tire work and the work that was done related to the popping and clicking and gagging, or so we were told
Additionally, when we brought the vehicle back to J and D in October 2014, it was only because they had previous experience with the ongoing issue of this clicking and popping and surging sound Mistakenly, we believed that they would consider the work they did in March and utilize that in their trouble shooting of this ongoing problem, we believed this because we explained it to *** in detail, we even had the March paperwork with us but *** said he had a copy and would reference it, he never did and never relayed any information to the service manager The car was driven only miles between March and October because of the ongoing issues On October 9, 2014, *** the service manager admitted to me that he did not consult the paperwork from March and said *** never mentioned the clicking and popping sounds to him, we spent ten minutes discussing this with ***
*** absolutely said to me that his diagnosis would have been different had he known what we were saying about the clicking and popping noises, he said he would have immediately thought to check for alternator and fuel pump issues which J and D now says is the issue
In reference to the work order, on October 6, 2014, ***, ***'s wife, prepared the work order while we were still explaining the issues to *** in the lobby of J and D, she did not base that work order on what we were saying, J and D offers free diagnostic testing to all so I believe they are not that exact and complete with the initial paperwork
On October 6, we gave *** permission to service the vehicle based on his blanket guarantee of "lifetime guarantee" We were on speakerphone when *** said it would be over $to fix the focus, we said we do not want to keep dumping money in to a focus, I asked "what kind of guarantee can you make so that we are confident that this will fix the problems" *** immediately answered "how about a lifetime guarantee, how is that'? With that guarantee, we approved the work We were never ever advised they were using a re-manufactured part
The $credit that was issued was based on the excessive parts and labor costs charged (per *** 10/7/14), *** the service manager actually called me and acknowledged the labor/parts charges were excessive and admitted they only worked on the car for hours, my clock was dismantled for a little over one hour My car broke down that afternoon and has not been drive-able since
It is true that I did not complain about the previous service I received in March, I am not making that mistake again
I made multiple attempts to speak to ***, he did not return my calls and *** said he was not in on the two occasions I visited in person

Dear [redacted],
Per our discussion yesterday I am responding to your request for further information regarding the above complaint. I am enclosing copies of the repair orders for the work that was done. Specifically, I have attached the repair order for the work that was done on March 20 when the vehicle was brought in to have the left rear tire checked. The customer advised us that the check engine light was on. Repairs were approved and completed on invoice #1044756 on March 21. We never heard back from Ms. [redacted] until October 6. I have also attached copies of the invoices from that visit. She stated that the check engine light was on and it was hard to start the vehicle. We performed a free preliminary inspection and found that her ignition switch was broken and the starter motor was bad. Repairs were approved to replace starter and ignition switch and work was completed. The starter was a remanufactured part and has a lifetime warranty on the starter only. In her complaint Ms. [redacted] indicated that the lifetime warranty should be for her entire vehicle. As a courtesy, we refunded the cost of the starter relay plus labor and tax in the amount of $115.84. All of the work that was requested and approved was completed.
Sincerely,
[redacted], Owner
J & D Automotive
2265 Hartnell Avenue
Redding, CA 96002
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[redacted] DROPPED HER CAR OFF WITH A STARTING ISSUE ON OCT 6 2014. HER COMPLAINT WAS THE CAR WAS HARD TO START AND THE CHECK ENGINE LIGHT WAS ON. AFTER WE PUSHED THE CAR INTO THE SHOP BECAUSE IT WOULDN'T START. WE FOUND THAT THE IGNITION SWITCH AND STARTER NEEDED TO BE REPLACED. THE CONTACT SWITCH...

WAS BROKEN AND YOU PHYSICALLY HAD TO JIGGLE THE SWITCH TO GET THE KEY TO TURN. IT OBVIOUSLY NEEDED TO BE REPLACED. AFTER FIXING THE CUSTOMERS PROBLEM THE CUSTOMER STATED THE NEXT DAY THAT HER CD PLAYER IS BROKEN, (WHICH SHE COMPLAINED ABOUT IN MARCH WHEN SHE CAME IN FOR A PRIOR SERVICE)AND ASKED US FOR FREE HELP FIXING IT..WE THEN REMOVED THE CD THAT WAS STUCK IN THE PLAYER. SHE ALSO COMPLAINED ON OCT. 7TH A CLICKING NOISE WAS COMING FROM THE LEFT SIDE OF THE DASH. I ASKED HER TO BRING THE CAR BACK IN TO CHECK OUT HER NEW COMPLAINT. TEST DROVE THE CAR FOR SEVERAL MILES DIDN'T GET THE CAR TO MAKE ANY CLICKING NOISES FROM THE DASH. THE CAR STARTED EVERY TIME THOUGH. AFTER EXTENSIVE TESTING WE FOUND THAT HER ALTERNATOR, THAT IS STILL THE ORIGINAL, NEEDED TO BE REPLACED. THE CUSTOMER DECLINED THE SERVICE SAYING THAT I SHOULD WARRANTY IT. I INFORMED HER WE DID NOT PROVIDE THAT PART. THE CUSTOMER PICKED UP THE CAR IN THE EVENING. THE NEXT DAY [redacted] CAME BY WITH THE CAR AGAIN SAYING THE CHECK ENGINE LIGHT WAS ON AND THE CAR WAS RUNNING ROUGH. THE CUSTOMER TOOK ME FOR A TEST DRIVE THE CAR RAN GREAT AND THE CUSTOMER KNEW IT DIDN'T ACT UP AS WELL. THE CHECK ENGINE LIGHT THIS TIME WAS FOR FUEL PUMP VOLTAGE TO LOW. I ADVISED THE CUSTOMER THAT THE ALTERNATOR COULD BE CAUSING THAT ISSUE. SHE DECLINED THE WORK AGAIN WHEN I GAVE HER AN EST. TO FIX IT. I CAN NOT WARRANTY PARTS THAT I DID NOT PROVIDE. I HAVE FAXED IN THE INVOICES FOR [redacted] SIMENSEN TO [redacted]. IF YOU HAVE ANY OTHER QUESTIONS PLEASE CALL ME OR EMAIL ME I WOULD BE HAPPY TO ANSWER ANY OF THEM FOR YOU. MIKE SPALDING SERVICE MANGER J AND D AUTOMOTIVE

Review: This guy is a crook- if I tuck the time to turn him in- think how many people got the shaft and didn't have the time to write you- life is a busy affair. He lied and cheated me and hid in the back room when I came to pick up car becasue my wife was on her lunch and had to get back, he would not release car until paid. We only had 1,000 between us we put some on a credit card and payed the rest.

He acted like I said ok on the price- I did not. Even my 2000 pickup, v8 for tune up was only $325.00 thats plugs and wires and everything. This guy took advantage of my wife and me- He should not get away with it. Thank you

Desired Settlement: DesiredSettlementID: Give back $450.00

Business

Response:

Business' Initial Response

The customer brought his 1996 Honda Odyssey in on July 16, 2013 for check engine light diagnosis and was complaining that the engine lurches at times from a stop. Also found ABS light on. We called customer at 10:49 am on July 17, after running diagnostics and explained findings. Recommended O2 sensor, tune up, power steering flush, transmission service and brake fluid flush. Customer gave verbal approval for tune up and O2 sensor only for a revised estimate amount of $886.00. Total repair was $890.74 after sales tax. Work was completed and customer picked up vehicle on July 17, 2013. Customer came back in a week later to speak to owner and commented that vehicle was running much better. Customer's complaint was on parts pricing. He had gone price shopping at Kragen Auto Parts and he indicated that we should not charge over 10% on our cost for parts. We explained that he had given approval for the repairs at the revised amount, which included parts and labor, therefore, we completed the service at his request.

Review: We took our car to J and D and explained to [redacted], the owner that the check engine light was on, it was difficult to start and it was making various sounds including clicking and popping, we were very specific about the sounds it was making as we had taken it to J and D in March 2014 for a check engine light issue and the same clicking and popping sounds. We explained all this to [redacted] and had the paperwork from March with us, he said he would look it up. [redacted] the new Service Manager (as of June 2014) called us at approx 11:30a and told us he knew exactly what the problem was and "guaranteed" it. Based on the guarantee, as we had spent over $700 already in March 2014, we said go ahead with the work which included an Ignition Lock Cylinder, Starter and Starter Relay; total $858.08. By no later than 330p that same day, we were told the work was done. [redacted] had to order the parts and they came in after lunch, he says he worked 2.4 hours on the car, my clock was dismantled for only 1.29 hours as it was not reset after the "work was done". We were charged $446.42 for labor and $382.94 for parts and we were sold a re-manufactured part but were never told so. I picked up my car and drove it the next day for ten minutes only to find the major problem still existed, click click, pop pop noises and the check engine light is on again. J and D will not stand behind their guarantee. [redacted] advised me that [redacted] the owner never explained the popping and clicking sound issue to him when giving him the work order nor the prior work we had done in March. We spent ten minutes discussing this with [redacted], yet it was never communicated to the new Service Manager. [redacted] admitted his diagnosis would have been different had he known everything we had said to [redacted], yet [redacted] still refuses to stand behind his guarantee. We have left [redacted], the owner 3 messages to please call us back, to date, we have not heard from him. Before realizing the car wasn't fixed, we complained only about the labor charges, they credited $115Desired Settlement: Refund to credit card of $858.08 minus $115 credit.

Business

Response:

[redacted] DROPPED HER CAR OFF WITH A STARTING ISSUE ON OCT 6 2014. HER COMPLAINT WAS THE CAR WAS HARD TO START AND THE CHECK ENGINE LIGHT WAS ON. AFTER WE PUSHED THE CAR INTO THE SHOP BECAUSE IT WOULDN'T START. WE FOUND THAT THE IGNITION SWITCH AND STARTER NEEDED TO BE REPLACED. THE CONTACT SWITCH WAS BROKEN AND YOU PHYSICALLY HAD TO JIGGLE THE SWITCH TO GET THE KEY TO TURN. IT OBVIOUSLY NEEDED TO BE REPLACED. AFTER FIXING THE CUSTOMERS PROBLEM THE CUSTOMER STATED THE NEXT DAY THAT HER CD PLAYER IS BROKEN, (WHICH SHE COMPLAINED ABOUT IN MARCH WHEN SHE CAME IN FOR A PRIOR SERVICE)AND ASKED US FOR FREE HELP FIXING IT..WE THEN REMOVED THE CD THAT WAS STUCK IN THE PLAYER. SHE ALSO COMPLAINED ON OCT. 7TH A CLICKING NOISE WAS COMING FROM THE LEFT SIDE OF THE DASH. I ASKED HER TO BRING THE CAR BACK IN TO CHECK OUT HER NEW COMPLAINT. TEST DROVE THE CAR FOR SEVERAL MILES DIDN'T GET THE CAR TO MAKE ANY CLICKING NOISES FROM THE DASH. THE CAR STARTED EVERY TIME THOUGH. AFTER EXTENSIVE TESTING WE FOUND THAT HER ALTERNATOR, THAT IS STILL THE ORIGINAL, NEEDED TO BE REPLACED. THE CUSTOMER DECLINED THE SERVICE SAYING THAT I SHOULD WARRANTY IT. I INFORMED HER WE DID NOT PROVIDE THAT PART. THE CUSTOMER PICKED UP THE CAR IN THE EVENING. THE NEXT DAY [redacted] CAME BY WITH THE CAR AGAIN SAYING THE CHECK ENGINE LIGHT WAS ON AND THE CAR WAS RUNNING ROUGH. THE CUSTOMER TOOK ME FOR A TEST DRIVE THE CAR RAN GREAT AND THE CUSTOMER KNEW IT DIDN'T ACT UP AS WELL. THE CHECK ENGINE LIGHT THIS TIME WAS FOR FUEL PUMP VOLTAGE TO LOW. I ADVISED THE CUSTOMER THAT THE ALTERNATOR COULD BE CAUSING THAT ISSUE. SHE DECLINED THE WORK AGAIN WHEN I GAVE HER AN EST. TO FIX IT. I CAN NOT WARRANTY PARTS THAT I DID NOT PROVIDE. I HAVE FAXED IN THE INVOICES FOR [redacted] SIMENSEN TO [redacted]. IF YOU HAVE ANY OTHER QUESTIONS PLEASE CALL ME OR EMAIL ME I WOULD BE HAPPY TO ANSWER ANY OF THEM FOR YOU. MIKE SPALDING SERVICE MANGER J AND D AUTOMOTIVE

Business

Response:

Dear [redacted],

Per our discussion yesterday I am responding to your request for further information regarding the above complaint. I am enclosing copies of the repair orders for the work that was done. Specifically, I have attached the repair order for the work that was done on March 20 when the vehicle was brought in to have the left rear tire checked. The customer advised us that the check engine light was on. Repairs were approved and completed on invoice #1044756 on March 21. We never heard back from Ms. [redacted] until October 6. I have also attached copies of the invoices from that visit. She stated that the check engine light was on and it was hard to start the vehicle. We performed a free preliminary inspection and found that her ignition switch was broken and the starter motor was bad. Repairs were approved to replace starter and ignition switch and work was completed. The starter was a remanufactured part and has a lifetime warranty on the starter only. In her complaint Ms. [redacted] indicated that the lifetime warranty should be for her entire vehicle. As a courtesy, we refunded the cost of the starter relay plus labor and tax in the amount of $115.84. All of the work that was requested and approved was completed.

Sincerely,

[redacted], Owner

J & D Automotive

2265 Hartnell Avenue

Redding, CA 96002

###-###-####

Consumer

Response:

I am rejecting this response because: