Jackson's Automotive

This customer did call us 7/9/to ask, if they had their car towed in that day, could we look at itTold us their was a problem with the clutchWe told them yes, we could check it out to see what was going on with itThey had it towed and we did check it out by the end of that dayThere definitely was a problem with the clutch, something came apart inside the clutch assembly I'm guessing, at this point, they assumed that checking it out was the same thing as doing the jobIt is notWe always diagnose the problem, then we give an estimate so the customer can OK it or not, then we proceed with the job if approved Following the diagnosis, there was a lapse in time preparing the estimate due to how busy we areWhen she called back on Friday, 7/11/14, I confirmed that yes, the clutch was the problem, that something came apart inside and that it most likely would need the clutch replacedShe complained that the clutch was only a year old and shouldn't have gone bad that quicklyI agreed with her but explained that it most likely wasn't a case that it was worn out, but that something brokeBut until we tore it apart to see inside, we don't know exactly what was happeningI gave her the price of the Clutch jobShe asked when we would do that and I told her we would be able to work it in our schedule for the following weekShe also asked if we could see why her 'Check Engine' light was on and check it out for State InspectionShe wanted prices for all before we proceededI told her as soon as we pushed the car inside so we could get it up on the lift, we would check it for Inspection and then let her know what all was required, if anything We got the car inside on 7/18/We disassembled the clutch, found the center of the clutch disc flew apart, damaging the disc as well as the sleeve on the nose of the transmissionScanned her car for the 'Check Engine' light - found code for Oxygen SensorChecked the car for State Inspection - needed rear brakes & left rear brake caliperWe already had the new clutch there but a clutch set does not include the sleeve After-market parts store don't have that kind of partWe called [redacted] for the partThey did not have it in stock, would have to order it and wouldn't get it till Wednesday, 7/23/ I called the first phone number, which turn out to be the husband, explained what was going on with the clutch and about having to order the part and what it needed for Emissions & State Inspection and gave him the price for allHe did ask a few questions during the conversation but ended it by say it was OK to do We proceeded to do the Oxygen Sensor & Brake job while waiting for the sleeve to arrive On 7/23/14, the part came and it was not the correct part for this carIt was a sleeve but it was way too bigWe called the dealer backThey weren't sure why it wasn't correct but said they were going to 'over-night' other parts to try to correct this errorOn 7/24/they brought more, both incorrectThey then took the old part with them to try to match it upI called the customer to tell them what had happenedAt the end of this conversation, she asked what the total was for all the work (I guess her husband hadn't passed on this info to her), I told her and she was shocked and upset that her husband gave the OKLater that afternoon they came in to the garage and were now saying that they didn't approve the other work and they didn't want it doneThe husband said he never told me to do itI can only assume that either 1) I misunderstood him, that when he said it was OK to do, I took it he meant all the work since he didn't say it was OK to do just the clutch OR 2) He told his wife he didn't OK it since she was mad about that and perhaps didn't want her mad at himI don't knowUp to this point they had been speaking directly to my husband, the ownerWhen the husband said he didn't give the OK, I spoke up, since I was the one who was talking to him on the phone and said that he did give the OKThey started to argue so I shut upShe also didn't understand why the whole clutch assembly needed replaced & not just that part we were waiting onWe showed them the clutch we took out of the car and how the center that broke loose damaged the clutch disc as well as that sleeveThen they went back to saying they didn't want the extra work done, so my husband said fine, we'll put the old parts back onThey ended the conversation by confirming the price of the clutch job and they leftAs for being rude....perhaps they mistook our frustration as thatWhen he had commented on their car backing up our work load, it was to point out that we wanted the car done just as much as they didEvery hour that car sat in our bay was an hour of lost $$ because we couldn't get something else in to work onShould we have been billing them hourly for all the time it was in our bay?? Of course not, it wasn't their fault we couldn't get the correct part and it was our faultAfter they left, we went looking to see if we had the old partsFound the Oxygen sensor & the left rear pads in our scrap pileThe Caliper was still here waiting to be returned for a coreBut we couldn't find the pads for the right rearThe mechanic thinks he remembers throwing those in the trash can, which had been emptied in the dumpster & our trash had been picked up by this timeSo we had to put new pads back on that side The dealer called us on 7/25/to say, that once again, they received the wrong partThrough out this ordering process, they had asked if it was possible that the transmission had ever been replacedExplaining that that transmission was used in several different cars, but the nose of the transmission may differ depending on the applicationI has asked the customer about that during one of the many phone callsShe said no, she bought it brand new and never had the transmission replacedI also asked if she still had a receipt for the clutch job from a year ago, just wanting to be sure nothing was done at that time that we weren't aware of She told me to look in the glove box, it might be in thereDidn't find that but did see her paper work from when she bought the car, brand newAt this point, the dealer was stumpedThey told us they put a call into Korea, to the manufacturer, to see what they could find out She keeps commenting that she had to keep calling us, granted she did call us at times but once the wrong part thing started, I call her each time to let her know what was happening! She even joked with me during one call saying she bet I was dreading making this phone call I called the dealer on Monday, 7/28/14, to see if they heard from the manufacturer, they hadn'tI called her to let her knowI called them on Tuesday, 7/29/14, talked to a different person, but he was aware of what has been going onHe said he didn't think they had heard back yet but would let me know or would have the original guy call me backOn Wednesday, 7/30/14, the dealer showed up with the correct partSaid they had ordered this from California(I'm guessing this was the 3rd part they had ordered earlier?? I don't know for sure) Said they figured out that a whole batch got bagged wrong, right part number, wrong part And her comment about the part 'magically' appearing all the way from Korea.......I didn't tell they were getting a part from there I told her they were contacting the manufacturer in Korea to see if they could help solve the mystery, which might end up with them sending us the correct part I waited until I knew everything was OK with this part and it was all back together & working properly, then I called her to tell her the car was doneShe was glad but said due to conflicting work schedule with her husband they couldn't pick it up till the next dayThen she goes on about it still needing to be Inspected, commented on leaving it and getting that done tooAnd asked if we would discount that work by not charging her any laborI told her we couldn't discount our already reasonable ratesAnd told her that as for getting it back in to the Inspection work, it would probably be the following week till we could do that and I didn't think she wanted to go another week without her carShe agreed To sum it up, I don't feel we owe her any kind of refund - we charged her for the Clutch job, as quoted & approved by them We performed an Inspection - didn't charge her for that We performed the jobs it needed for Inspection, then removed & reinstalled the old parts (which included a new part) after they claimed to have not approved them - didn't charge her for that Not to mention the time I'm now spending typing this reply Then she wanted us to turn around & those jobs, and give her a discount! She says the brakes didn't feel right, of course they don't - she needs rear brakes & a caliperAfter disrupting the position of everything and then putting the old back on, it's not going to function the same as when it came inBut they requested this She keeps saying that we lied to herWe have not lied! Feel free to call [redacted] , (###-###-#### select from the menu for parts, then select for [redacted] ) they will tell you all about the problem we encountered getting the correct partThe parts guy we talked to was BrandonWe have the receipt for the brakes we had to purchase to put her car back together If you have any other questions, please contact me

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I absolutely thought that Jackson's was going to attempt to fix the problem when they looked at it, I wasn't told any different when I spoke to them If that was not their intent then they should have told me that they were'nt going to be able to fix it until they had time At no point did they tell me that and that is why I kept calling to check on the progress, I was under the impression that they were working on it Maybe one out of the ten times that I called to see how things were going they should have told me that they weren't even working on it, maybe I would have stopped calling and checking During one conversation I even suggested getting my car towed out of their garage and taking it somewhere else because I felt like they promised me one thing and were doing something completely different As for fixing my breaks and oxygen sensor, I am absolutely sure that my husband did NOT give them permissionDuring one of my discussions with him, I had suggested having Jackson's fix everything so we can just get it all done at once and he was the one that said not to have them fix the breaks and the oxygen sensor because they were taking so long to fix the clutch and didn't want to chance them having the car any longer So no, he did not give them the ok and they need to double check with their customers before they start doing work their vehicles That is the reason why I was shocked and upset when she told me that they fixed it As for my breaks, they are ten times worse than they were when I got my car towed to their garage, I understand that they had to "disrupt" the position of everything but my car was unsafe when I pulled it out of their garage and again, it was NOT like that before and if they had listen correctly, we wouldnt have had this problem I took it to another garage the day after and had it out and fixed in less than a day, and they said they will "look" at it that day which apparently to them also meant getting it done If I am reading this correctly, Jackson's also recently Had a Revdex.com complaint not even days before me It appears to me that just run their garage whichever way they want and make up excuses for their lousy behavior I never said that they lied about getting the wrong part, believe me I called the dealer and spoke with Brandon multiple times,I am saying they were untruthful about getting started on my car in their response they imply that I am wasting their time writing this, what about the time I wasted trying to contact them and what about all the money that I had to spent renting a car for over three weeks because they failed to tell me they were too busy to work on it I am not a business owner by any means but They obviously just don't care about their customers at all
Regards,
*** ***

*** *** came in, by appointment, with her *** ***, on 8/22/At this time, we did Emissions Test & State InspectionFor State Inspection, she needed a tie rod end replacedWe also re-synched the wipers, they wouldn't park in the down positionShe also wanted us to check
her driver's door power window which wasn't workingWe replaced the motor & regulator with after-market parts from the parts storeWe had to improvise to anchor the motor since the plastic shroud that it should be attached to was broken(the plastic part not sold at after-market parts stores & only sold at dealer as a whole assembly) We told her we would look for that part at the junk yards(every time we locate one used, turns out they are broken also) At completion of this work, everything worked fineThe charge of the window job was $The charge for the wipers was $31.80.
This is the only invoice, billing her for these jobsAll other invoices in her history are for other jobs, none of which are related to these jobs.
From this point on, I don't have exact dates because we have not billed her anything more for these jobs.
She came back, several days later, without an appointment, saying the window quit working againWe ordered in another motor & regulatorShe came back for us to swap them outWhen we removed the motor, found it was totally destroyed to the point that the 'guts' of the motor were exposedNot a common occurrenceWe assumed this was a defective partThis time, once it was back together, we found that when you put the window down, the motor didn't stop runningThe switch is automatic, hit it once & let go and the window goes all the way downIf you want to stop it in between, you have to hit the button againWe got a new switch but it didn't fix that(she may still have the new switch in her vehicle, we can't remember if we put the old one back in) Told her until we can figure out what is happening & why, she would have to stop the window when ever she used it.
She came back again, don't know how long after but longer that the first timeAnd, again without an appointmentWindow was not working againFound the motor in the same conditionGot a different brand motor from another parts storeTold her again, if she was going to use the window, she would have to stop it herself!
We still don't know why it won't stop other than she will need the whole assembly from the dealer (cost for that is $+ labor + tax) We have also checked more junk yards to no avail, if they have one, it's broken.
The last time she came in, she couldn't open her driver's doorWe found that she had pulled the door panel looseThere is a bolt that holds the arm rest/door pull to the door frameShe had pulled that bolt out and continued to use the door, which started breaking the clips that hold the door panel to the doorThis caused the panel to slip out of place and she slammed the door closed and it jammedSince, once again, she just showed up with out an appointment, we got the door openWe removed the door panel since there weren't any clips left intact to hold the panel in placeWe have to get those clips from the dealerShe didn't want to leave it, said she needed to drive itWe left the door switch attached so she could use the window(apparently her A/C doesn't work nor does her other windows - none of which she ever asked us to fix) We have ordered the clipsThey only had a few on hand, had to order the restare needed.
So, since she is the one who insisted on taking her vehicle and she is the one who broke the door panel and continued to slam the door shut till it jammed, we don't feel the need to reimburse her for her clothing.
The window was still working at that time but I don't think it was stopping once down(that is the noise she referred to, the motor continuing to run after the window is down) Since she referred to the noise, she apparently isn't stopping the window manually.
We are more than happy to continue trying to make this right but that will probably mean that the whole inside assembly needs to be replacedIf there is another problem, it takes time to trace all the wiring associated with the window motor & switchesEven when she does make an appointment, she waits, she does not drop off the vehicleThis makes it difficult to complete this kind of problem in that limited time frame.
She mentioned the wipers out of synch againThat's the first we heard thatShe didn't tell us about itIt also means she will need the wiper transmission replaced to fix thatWe can look for a used one (shouldn't be as hard to track that down) and we can deduct the $already charged on the wipers from this jobWe don't, at this time, know what the cost of this job would beHave to call the junk yards and price the part.
The total she was charged for the window & wipers was $210.19.
The clips needed to put the door panel back in place will cost $18.25.
The bolt she pulled out goes into part of that plastic shroudWe may be able to attach it some other way??
And, unless we find a different problem, she'll need the whole door inside assembly for $(tax included, we'll waive the labor)
If she agrees to any further work, it is expected to be paid in full, at time of service.
Any further questions, don't hesitate to call.
*** & *** Jackson
Jackson's Automotive
Slate Hill Road
Camp Hill, PA

This customer did call us 7/9/to ask, if they had their car towed
in that day, could we look at itTold us their was a problem with
the clutchWe told them yes, we could check it out to see what was
going on with itThey had it towed and we did check it out by the
end of
that dayThere definitely was a problem with the clutch,
something came apart inside the clutch assembly
I'm guessing, at this point, they assumed that checking it out was
the same thing as doing the jobIt is notWe always diagnose the
problem, then we give an estimate so the customer can OK it or not,
then we proceed with the job if approved
Following the diagnosis, there was a lapse in time preparing the
estimate due to how busy we areWhen she called back on Friday,
7/11/14, I confirmed that yes, the clutch was the problem, that
something came apart inside and that it most likely would need the
clutch replacedShe complained that the clutch was only a year old
and shouldn't have gone bad that quicklyI agreed with her but
explained that it most likely wasn't a case that it was worn out,
but that something brokeBut until we tore it apart to see inside,
we don't know exactly what was happeningI gave her the price of
the Clutch jobShe asked when we would do that and I told her we
would be able to work it in our schedule for the following weekShe
also asked if we could see why her 'Check Engine' light was on and
check it out for State InspectionShe wanted prices for all before
we proceededI told her as soon as we pushed the car inside so we
could get it up on the lift, we would check it for Inspection and then
let her know what all was required, if anything
We got the car inside on 7/18/We disassembled the clutch, found
the center of the clutch disc flew apart,
damaging the disc as well as the sleeve on the nose of the
transmissionScanned her car for the 'Check Engine' light - found
code for Oxygen SensorChecked the car for State Inspection -
needed rear brakes & left rear brake caliperWe already had
the new clutch there but a clutch set does not include the sleeve
After-market parts store don't have that kind of partWe called
*** *** for the partThey did not have it in stock,
would have to order it and wouldn't get it till Wednesday, 7/23/
I called the first phone number, which turn out to be the husband,
explained what was going on with the clutch and about having to
order the part and what it needed for Emissions & State
Inspection and gave him the price for allHe did ask a few
questions during the conversation but ended it by say it was OK to
do
We proceeded to do the Oxygen Sensor & Brake job while waiting
for the sleeve to arrive
On 7/23/14, the part came and it was not the correct part for this
carIt was a sleeve but it was way too bigWe called the dealer
backThey weren't sure why it wasn't correct but said they were
going to 'over-night' other parts to try to correct this errorOn
7/24/they brought more, both incorrectThey then took the old
part with them to try to match it upI called the customer to tell
them what had happenedAt the end of this conversation, she asked
what the total was for all the work (I guess her husband hadn't
passed on this info to her), I told her and she was shocked and
upset that her husband gave the OKLater that afternoon they came
in to the garage and were now saying that they didn't approve the
other work and they didn't want it doneThe husband said he never
told me to do itI can only assume that either 1) I misunderstood
him, that when he said it was OK to do, I took it he meant all the
work since he didn't say it was OK to do just the clutch OR
2) He told his wife he didn't OK it since she was mad about that and
perhaps didn't want her mad at himI don't knowUp to this point
they had been speaking directly to my husband, the ownerWhen the husband
said he didn't give the OK, I spoke up, since I was the one who was
talking to him on the phone and said that he did give the
OKThey started to argue so I shut upShe also didn't understand
why the whole clutch assembly needed replaced & not just that
part we were waiting onWe showed them the clutch we took out of
the car and how the center that broke loose damaged the clutch disc
as well as that sleeveThen they went back to saying they didn't
want the extra work done, so my husband said fine, we'll put the old
parts back onThey ended the conversation by confirming the price
of the clutch job and they leftAs for being rude....perhaps they
mistook our frustration as thatWhen he had commented on their car
backing up our work load, it was to point out that we wanted the car
done just as much as they didEvery hour that car sat in our bay
was an hour of lost $$ because we couldn't get something else in to
work onShould we have been billing them hourly for all the time it
was in our bay?? Of course not, it wasn't their fault we couldn't
get the correct part and it was our faultAfter they left, we went
looking to see if we had the old partsFound the Oxygen sensor
& the left rear pads in our scrap pileThe Caliper was still
here waiting to be returned for a coreBut we couldn't find the pads
for the right rearThe mechanic thinks he remembers throwing those
in the trash can, which had been emptied in the dumpster & our
trash had been picked up by this timeSo we had to put new pads
back on that side
The dealer called us on 7/25/to say, that once again, they
received the wrong partThrough out this ordering process, they had
asked if it was possible that the transmission had ever been
replacedExplaining that that transmission was used in several
different cars, but the nose of the transmission may differ
depending on the applicationI has asked the customer about that
during one of the many phone callsShe said no, she bought it brand
new and never had the transmission replacedI also asked if she
still had a receipt for the clutch job from a year ago, just wanting
to be sure nothing was done at that time that we weren't aware of
She told me to look in the glove box, it might be in thereDidn't
find that but did see her paper work from when she bought the car,
brand newAt this point, the dealer was stumpedThey told us they
put a call into Korea, to the manufacturer, to see what they could
find out
She keeps commenting that she had to keep calling us,
granted she did call us at times but once the wrong part thing
started, I call her each time to let her know what
was happening! She even joked with me during one call saying she bet
I was dreading making this phone call
I called the dealer on Monday, 7/28/14, to see if they heard from
the manufacturer, they hadn'tI called her to let her knowI
called them on Tuesday, 7/29/14, talked to a different person, but
he was aware of what has been going onHe said he didn't think they
had heard back yet but would let me know or would have the original
guy call me backOn Wednesday, 7/30/14, the dealer showed up with
the correct partSaid they had ordered this from California(I'm
guessing this was the 3rd part they had ordered earlier?? I don't
know for sure) Said they figured out that a whole batch got bagged
wrong, right part number, wrong part
And her comment about the part 'magically' appearing all the way
from Korea.......I didn't tell they were getting a part from there
I told her they were contacting the manufacturer in Korea to see if
they could help solve the mystery, which might end up with
them sending us the correct part
I waited until I knew everything was OK with this part and it was
all back together & working properly, then I called her to tell
her the car was doneShe was glad but said due to conflicting work
schedule with her husband they couldn't pick it up till the next
dayThen she goes on about it still needing to be Inspected,
commented on leaving it and getting that done tooAnd asked if we
would discount that work by not charging her any laborI told her
we couldn't discount our already reasonable ratesAnd told her that
as for getting it back in to the Inspection work, it would
probably be the following week till we could do that and I didn't
think she wanted to go another week without her carShe agreed
To sum it up, I don't feel we owe her any kind of refund - we
charged her for the Clutch job, as quoted & approved by them
We performed an Inspection - didn't charge her for that
We performed the jobs it needed for Inspection, then removed &
reinstalled the old parts (which included a new part) after they
claimed to have not approved them - didn't charge her for that
Not to mention the time I'm now spending typing this reply
Then she wanted us to turn around & those jobs, and give
her a discount!
She says the brakes didn't feel right, of course they don't - she
needs rear brakes & a caliperAfter disrupting the position of
everything and then putting the old back on, it's not going to function the same as
when it came inBut they requested this
She keeps saying that we lied to herWe have not lied! Feel free to
call *** ***, (###-###-#### select from the menu for parts, then select for ***) they will tell you all about the problem we
encountered getting the correct partThe parts guy we talked to was
BrandonWe have the receipt for the brakes we had to purchase to
put her car back together
If you have any other questions, please contact me