Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ On October 1st, 2015, MrM brought his Suzuki Forenza into J's Family Auto CenterMrM brought the vehicle in for a diagnostic on the rear left strut/shockMrM also asked us to recharge the vehicle's HVAC systemThat same day, we informed MrM that the vehicle needed front and rear struts/shocks and in regards to the HVAC system, we found a leak in the condenserWe asked MrM to come down to the shop so we could show him the leakAt that time, MrM authorized us to replace the rear struts and said he would come down to the shop Once MrM was at the shop, he informed us that one of the radiator fans did not function and that sometimes the vehicle would overheatWe agreed to perform a diagnostic on those issues with the caveat that if the fan issue was in fact electrical in nature, it would require an electrical diagnostic, which was a different fee than a mechanical diagnosticMrM agreed The next day, October 2nd, 2015, MrM authorized us to perform the work on the condenserAt that time, we informed MrM that the fan was receiving no power and that the issue was not mechanicalWe once again explained to him that the problem was an electrical issue and that to proceed we needed to perform an electrical diagnosticWe told him the cost of the electrical diagnostic and he said he would call us back On October 3rd, MrM called us and authorized the electrical diagnosticThat same day, we found the cause of the electrical issue and proceeded to repair itAt that point we also found that the reason the vehicle was overheating was due to the radiatorWe called MrM and informed him about the repairs needed to his vehicleAt that point MrM informed us that he needed to consult his father in law, since it was his vehicleHe agreed to call us back October 6th2015, MrM called us back and authorized us to repair the radiatorWe proceeded to remove the radiator, and found that the front end of the vehicle's frame was pushed in and the radiator was stuckWe called MrM and informed him of the issue and asked him to come down to the shop so we could show himHe told us that his in-laws had been in a minor accident and he knew about the vehicles frameWe informed MrM that trying to straighten the frame is something we do not do at our shop but we could try and pry the frame a little to remove and replace the radiatorHe told us to proceed as best we could since it was his in-laws vehicle and wanted to make them happyLater that day we informed MrM that we needed to replace the fan on the condenserMrM said he would call us back October 8th, 2015, MrM authorized us to replace the condenser fanWe informed that the fan was a special order part and would take a day or so to get here October 10th, 2015, MrM came to the shop to pick up the vehicleWe showed MrM all the repairs done and also showed him how the HVAC system was now blowing cold airMrM was happy and his wife paid us with a credit cardAfter paying, one of our automotive technicians came to the front office and told us that MrM claimed we had dented his vehicleJunior walked over to MrM and the vehicle to see what was going onMrM was furious and in a inappropriate tone, proceeded to berate Junior about the damage to his vehicleJunior tried to explain to MrM that no work had been performed to that side of the vehicle and that his vehicle had been on a lift since we began to work on itMrM did not want to hear any explanations and told Junior that because he had spent so much money on the repair of the vehicle, it was our responsibility and duty to repair the dent at no cost to himMrM said he would be taking his business elsewhere from now on At no time were we disrespectful to MrMWe strive to maintain a professional atmosphere in our shopOur original shop has been in Moreno Valley for over yearsJ's Family Auto Center is our fourth shop and about 90% of our business are all repeat clients Since MrM informed us that his in-laws vehicle had been in an accident previous to us doing the work, we believe the damage was pre-existing Thank you [redacted] - Service Writer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They replaced the rear struts by removing the rear seats and working on the rear of the vehicleWhen they say that they did not worked on that side of the vehicle they are lying because obviously they did worked on both side of the vehicleFurther more I did not tell them that the vehicle was involved in an accidentWhen they informed me that they needed to replace the cooling fan they mention that the vehicle was probably involved in an accident and that that is how the fan probably broke"Junior" did disrespect me as a customer because when I informed them of the disputed damaged, junior told me that it was a old car and it was a piece of [redacted] that had other dents, but I was not referring to other dentsI have pictures of the vehicle dated 8/and it did not have the disputed damage.They have horrible customer service since they simply denied the charges and never even tried to accommodate me in any wayThey have dealer prices but won't be responsible if your vehicle is damage when under their custodyThey are the type of repair shop that simply denies their wrong doings and the customer is left to eat the cost of repairing the damage they causeThey are good mechanics but will twist and lie if something goes wrongVery dishonest business
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ On October 1st, 2015, MrM brought his Suzuki Forenza into J's Family Auto Center MrM brought the vehicle in for a diagnostic on the rear left strut/shock MrM also asked us to recharge the vehicle's HVAC system That same day, we informed MrM that the vehicle needed front and rear struts/shocks and in regards to the HVAC system, we found a leak in the condenser We asked MrM to come down to the shop so we could show him the leak At that time, MrM authorized us to replace the rear struts and said he would come down to the shop Once MrM was at the shop, he informed us that one of the radiator fans did not function and that sometimes the vehicle would overheat We agreed to perform a diagnostic on those issues with the caveat that if the fan issue was in fact electrical in nature, it would require an electrical diagnostic, which was a different fee than a mechanical diagnostic MrM agreed The next day, October 2nd, 2015, MrM authorized us to perform the work on the condenser At that time, we informed MrM that the fan was receiving no power and that the issue was not mechanical We once again explained to him that the problem was an electrical issue and that to proceed we needed to perform an electrical diagnostic We told him the cost of the electrical diagnostic and he said he would call us back On October 3rd, MrM called us and authorized the electrical diagnostic That same day, we found the cause of the electrical issue and proceeded to repair it At that point we also found that the reason the vehicle was overheating was due to the radiator We called MrM and informed him about the repairs needed to his vehicle At that point MrM informed us that he needed to consult his father in law, since it was his vehicle He agreed to call us back October 6th2015, MrM called us back and authorized us to repair the radiator We proceeded to remove the radiator, and found that the front end of the vehicle's frame was pushed in and the radiator was stuck We called MrM and informed him of the issue and asked him to come down to the shop so we could show him He told us that his in-laws had been in a minor accident and he knew about the vehicles frame We informed MrM that trying to straighten the frame is something we do not do at our shop but we could try and pry the frame a little to remove and replace the radiator He told us to proceed as best we could since it was his in-laws vehicle and wanted to make them happy Later that day we informed MrM that we needed to replace the fan on the condenser MrM said he would call us back October 8th, 2015, MrM authorized us to replace the condenser fan We informed that the fan was a special order part and would take a day or so to get here October 10th, 2015, MrM came to the shop to pick up the vehicle We showed MrM all the repairs done and also showed him how the HVAC system was now blowing cold airMrM was happy and his wife paid us with a credit card After paying, one of our automotive technicians came to the front office and told us that MrM claimed we had dented his vehicle Junior walked over to MrM and the vehicle to see what was going on MrM was furious and in a inappropriate tone, proceeded to berate Junior about the damage to his vehicle Junior tried to explain to MrM that no work had been performed to that side of the vehicle and that his vehicle had been on a lift since we began to work on it MrM did not want to hear any explanations and told Junior that because he had spent so much money on the repair of the vehicle, it was our responsibility and duty to repair the dent at no cost to him MrM said he would be taking his business elsewhere from now on At no time were we disrespectful to MrM We strive to maintain a professional atmosphere in our shop Our original shop has been in Moreno Valley for over years J's Family Auto Center is our fourth shop and about 90% of our business are all repeat clients Since MrM informed us that his in-laws vehicle had been in an accident previous to us doing the work, we believe the damage was pre-existing Thank you [redacted] - Service Writer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They replaced the rear struts by removing the rear seats and working on the rear of the vehicleWhen they say that they did not worked on that side of the vehicle they are lying because obviously they did worked on both side of the vehicleFurther more I did not tell them that the vehicle was involved in an accident When they informed me that they needed to replace the cooling fan they mention that the vehicle was probably involved in an accident and that that is how the fan probably broke "Junior" did disrespect me as a customer because when I informed them of the disputed damaged, junior told me that it was a old car and it was a piece of [redacted] that had other dents, but I was not referring to other dentsI have pictures of the vehicle dated 8/and it did not have the disputed damage.They have horrible customer service since they simply denied the charges and never even tried to accommodate me in any wayThey have dealer prices but won't be responsible if your vehicle is damage when under their custody They are the type of repair shop that simply denies their wrong doings and the customer is left to eat the cost of repairing the damage they causeThey are good mechanics but will twist and lie if something goes wrong Very dishonest business
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ On October 1st, 2015, MrM brought his Suzuki Forenza into J's Family Auto CenterMrM brought the vehicle in for a diagnostic on the rear left strut/shockMrM also asked us to recharge the vehicle's HVAC systemThat same day, we informed MrM that the vehicle needed front and rear struts/shocks and in regards to the HVAC system, we found a leak in the condenserWe asked MrM to come down to the shop so we could show him the leakAt that time, MrM authorized us to replace the rear struts and said he would come down to the shop Once MrM was at the shop, he informed us that one of the radiator fans did not function and that sometimes the vehicle would overheatWe agreed to perform a diagnostic on those issues with the caveat that if the fan issue was in fact electrical in nature, it would require an electrical diagnostic, which was a different fee than a mechanical diagnosticMrM agreed The next day, October 2nd, 2015, MrM authorized us to perform the work on the condenserAt that time, we informed MrM that the fan was receiving no power and that the issue was not mechanicalWe once again explained to him that the problem was an electrical issue and that to proceed we needed to perform an electrical diagnosticWe told him the cost of the electrical diagnostic and he said he would call us back On October 3rd, MrM called us and authorized the electrical diagnosticThat same day, we found the cause of the electrical issue and proceeded to repair itAt that point we also found that the reason the vehicle was overheating was due to the radiatorWe called MrM and informed him about the repairs needed to his vehicleAt that point MrM informed us that he needed to consult his father in law, since it was his vehicleHe agreed to call us back October 6th2015, MrM called us back and authorized us to repair the radiatorWe proceeded to remove the radiator, and found that the front end of the vehicle's frame was pushed in and the radiator was stuckWe called MrM and informed him of the issue and asked him to come down to the shop so we could show himHe told us that his in-laws had been in a minor accident and he knew about the vehicles frameWe informed MrM that trying to straighten the frame is something we do not do at our shop but we could try and pry the frame a little to remove and replace the radiatorHe told us to proceed as best we could since it was his in-laws vehicle and wanted to make them happyLater that day we informed MrM that we needed to replace the fan on the condenserMrM said he would call us back October 8th, 2015, MrM authorized us to replace the condenser fanWe informed that the fan was a special order part and would take a day or so to get here October 10th, 2015, MrM came to the shop to pick up the vehicleWe showed MrM all the repairs done and also showed him how the HVAC system was now blowing cold airMrM was happy and his wife paid us with a credit cardAfter paying, one of our automotive technicians came to the front office and told us that MrM claimed we had dented his vehicleJunior walked over to MrM and the vehicle to see what was going onMrM was furious and in a inappropriate tone, proceeded to berate Junior about the damage to his vehicleJunior tried to explain to MrM that no work had been performed to that side of the vehicle and that his vehicle had been on a lift since we began to work on itMrM did not want to hear any explanations and told Junior that because he had spent so much money on the repair of the vehicle, it was our responsibility and duty to repair the dent at no cost to himMrM said he would be taking his business elsewhere from now on At no time were we disrespectful to MrMWe strive to maintain a professional atmosphere in our shopOur original shop has been in Moreno Valley for over yearsJ's Family Auto Center is our fourth shop and about 90% of our business are all repeat clients Since MrM informed us that his in-laws vehicle had been in an accident previous to us doing the work, we believe the damage was pre-existing Thank you [redacted] - Service Writer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They replaced the rear struts by removing the rear seats and working on the rear of the vehicleWhen they say that they did not worked on that side of the vehicle they are lying because obviously they did worked on both side of the vehicleFurther more I did not tell them that the vehicle was involved in an accidentWhen they informed me that they needed to replace the cooling fan they mention that the vehicle was probably involved in an accident and that that is how the fan probably broke"Junior" did disrespect me as a customer because when I informed them of the disputed damaged, junior told me that it was a old car and it was a piece of [redacted] that had other dents, but I was not referring to other dentsI have pictures of the vehicle dated 8/and it did not have the disputed damage.They have horrible customer service since they simply denied the charges and never even tried to accommodate me in any wayThey have dealer prices but won't be responsible if your vehicle is damage when under their custodyThey are the type of repair shop that simply denies their wrong doings and the customer is left to eat the cost of repairing the damage they causeThey are good mechanics but will twist and lie if something goes wrongVery dishonest business
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ On October 1st, 2015, MrM brought his Suzuki Forenza into J's Family Auto Center MrM brought the vehicle in for a diagnostic on the rear left strut/shock MrM also asked us to recharge the vehicle's HVAC system That same day, we informed MrM that the vehicle needed front and rear struts/shocks and in regards to the HVAC system, we found a leak in the condenser We asked MrM to come down to the shop so we could show him the leak At that time, MrM authorized us to replace the rear struts and said he would come down to the shop Once MrM was at the shop, he informed us that one of the radiator fans did not function and that sometimes the vehicle would overheat We agreed to perform a diagnostic on those issues with the caveat that if the fan issue was in fact electrical in nature, it would require an electrical diagnostic, which was a different fee than a mechanical diagnostic MrM agreed The next day, October 2nd, 2015, MrM authorized us to perform the work on the condenser At that time, we informed MrM that the fan was receiving no power and that the issue was not mechanical We once again explained to him that the problem was an electrical issue and that to proceed we needed to perform an electrical diagnostic We told him the cost of the electrical diagnostic and he said he would call us back On October 3rd, MrM called us and authorized the electrical diagnostic That same day, we found the cause of the electrical issue and proceeded to repair it At that point we also found that the reason the vehicle was overheating was due to the radiator We called MrM and informed him about the repairs needed to his vehicle At that point MrM informed us that he needed to consult his father in law, since it was his vehicle He agreed to call us back October 6th2015, MrM called us back and authorized us to repair the radiator We proceeded to remove the radiator, and found that the front end of the vehicle's frame was pushed in and the radiator was stuck We called MrM and informed him of the issue and asked him to come down to the shop so we could show him He told us that his in-laws had been in a minor accident and he knew about the vehicles frame We informed MrM that trying to straighten the frame is something we do not do at our shop but we could try and pry the frame a little to remove and replace the radiator He told us to proceed as best we could since it was his in-laws vehicle and wanted to make them happy Later that day we informed MrM that we needed to replace the fan on the condenser MrM said he would call us back October 8th, 2015, MrM authorized us to replace the condenser fan We informed that the fan was a special order part and would take a day or so to get here October 10th, 2015, MrM came to the shop to pick up the vehicle We showed MrM all the repairs done and also showed him how the HVAC system was now blowing cold airMrM was happy and his wife paid us with a credit card After paying, one of our automotive technicians came to the front office and told us that MrM claimed we had dented his vehicle Junior walked over to MrM and the vehicle to see what was going on MrM was furious and in a inappropriate tone, proceeded to berate Junior about the damage to his vehicle Junior tried to explain to MrM that no work had been performed to that side of the vehicle and that his vehicle had been on a lift since we began to work on it MrM did not want to hear any explanations and told Junior that because he had spent so much money on the repair of the vehicle, it was our responsibility and duty to repair the dent at no cost to him MrM said he would be taking his business elsewhere from now on At no time were we disrespectful to MrM We strive to maintain a professional atmosphere in our shop Our original shop has been in Moreno Valley for over years J's Family Auto Center is our fourth shop and about 90% of our business are all repeat clients Since MrM informed us that his in-laws vehicle had been in an accident previous to us doing the work, we believe the damage was pre-existing Thank you [redacted] - Service Writer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They replaced the rear struts by removing the rear seats and working on the rear of the vehicleWhen they say that they did not worked on that side of the vehicle they are lying because obviously they did worked on both side of the vehicleFurther more I did not tell them that the vehicle was involved in an accident When they informed me that they needed to replace the cooling fan they mention that the vehicle was probably involved in an accident and that that is how the fan probably broke "Junior" did disrespect me as a customer because when I informed them of the disputed damaged, junior told me that it was a old car and it was a piece of [redacted] that had other dents, but I was not referring to other dentsI have pictures of the vehicle dated 8/and it did not have the disputed damage.They have horrible customer service since they simply denied the charges and never even tried to accommodate me in any wayThey have dealer prices but won't be responsible if your vehicle is damage when under their custody They are the type of repair shop that simply denies their wrong doings and the customer is left to eat the cost of repairing the damage they causeThey are good mechanics but will twist and lie if something goes wrong Very dishonest business