Jerry's Auto Service

As per Invoice#64691, Mr. [redacted] complaint and issues were diagnosed "With authorization from customer. Again customer declined further repairs. A vehicle inspection was not performed and vehicle was dropped off during the day so vehicle was not driven at night So any issues "With the radio lights being out cannot be confirmed. A Carfax report was ran on customers vehicles and found that the van had been worked on at [redacted] Scottsdale for Body electrical system repairs. Then van was repaired at Affordable Auto Repair in Mesa. I spoke "With the owner (Tim Holsten) about this customer and Tim Holsten advised me that Mr. [redacted] was never happy and complained if repairs weren't made to his expectations. Mr. [redacted] even stopped payment of credit card for services rendered after he felt job wasn't good enough for him. Tim also advised me that this van had radio issues when he worked on it.
With that being said we know that anything can happen at any given time and that electrical items can fail at anytime. Just because we were the last shop to touch his van doesn't suggest we should warranty every part on his vehicle. As you can see by his accusations, Mr. [redacted] has meticulously picked apart his high mileage, accident damaged van in the attempt to have someone else pay for his problems. For most people driving vehicles in the Phoenix area understand the idea that our vehicle's are subjected to extreme heat conditions which degrade most vehicle components over time. We spent multiple unpaid, yet authorized man hours in the attempt to service this customers needs. Mr. [redacted] should take the unpaid diagnostic and labor fees and apply it to his unsubstantiated claims of radio, air conditioner, the mystery transmission leak or whatever problems he can find.
[redacted]
Jerry's Auto Service
[redacted]
Phone[redacted]
Fax# [redacted]

As per Invoice#64691, Mr. [redacted] complaint and issues were diagnosed "With authorization from customer. Again customer declined further repairs. A vehicle inspection was not performed and vehicle was dropped off during the day so vehicle was not driven at night So any issues "With the radio lights being out cannot be confirmed. A Carfax report was ran on customers vehicles and found that the van had been worked on at [redacted] Scottsdale for Body electrical system repairs. Then van was repaired at Affordable Auto Repair in Mesa. I spoke "With the owner (Tim Holsten) about this customer and Tim Holsten advised me that Mr. [redacted] was never happy and complained if repairs weren't made to his expectations. Mr. [redacted] even stopped payment of credit card for services rendered after he felt job wasn't good enough for him. Tim also advised me that this van had radio issues when he worked on it.

With that being said we know that anything can happen at any given time and that electrical items can fail at anytime. Just because we were the last shop to touch his van doesn't suggest we should warranty every part on his vehicle. As you can see by his accusations, Mr. [redacted] has meticulously picked apart his high mileage, accident damaged van in the attempt to have someone else pay for his problems. For most people driving vehicles in the Phoenix area understand the idea that our vehicle's are subjected to extreme heat conditions which degrade most vehicle components over time. We spent multiple unpaid, yet authorized man hours in the attempt to service this customers needs. Mr. [redacted] should take the unpaid diagnostic and labor fees and apply it to his unsubstantiated claims of radio, air conditioner, the mystery transmission leak or whatever problems he can find.

Jerry's Auto Service

Phone[redacted]

Fax# [redacted]

Per invoice [redacted] states customer complaint that vehicle dies in flight, check engine light "on", and hard cranking. After vehicle inspection and diagnosis customer authorized repairs in attempt to repair his issues. Replaced wiring harness was returned to customer. Customer decline further repairs...

as he advised that he did not want to put any further money into his older high mileage van. 

Jerry's Auto Service

I have reviewed the 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. Engine wiring loom:  The orange safety clips are missing from the union between the new engine wiring loom male connector and the existing female connector.  I request that they install the orange retainer/safety clips that hold the male and female union together for the engine loom.  They didn’t secure the new wiring loom onto the factory brackets with zip ties or equivalent banding. The automotive manufacturer provided the brackets to keep the wiring loom away from other engine parts that could damage it.  I request  the  engine wiring loom to be secured to the brackets.

2. Battery cable:  I request that Jerry’s return my original battery cable and have it installed at another shop.  If they can’t do that, then replace the present battery cable with one that exactly matches OEM battery cable and repair the broken fuse box lid.

3. Radio lights are damaged and don’t light up:  Jerry’s need to pay to fix the lights on the radio.  They should use [redacted] Scottsdale. Their Parts Department has a radio exchange program and this should be used to correct this situation.

4. 1993 Infiniti G20 Engine Splash shields:  Jerry’s needs to provide, not install, the two engine splash shields and fastners.

5. Jerry’s said that they don’t want to have me as a customer, they said they “fired me as a customer”.  So given that status, Jerry’s needs to pay another repair shop to do the work the work in items 1 through 4. 

6. Alternate Option:  Jerry’s could refund my payment of $363 in lieu of the doing the work in items 1 through 5.

Regards,

RE:[redacted],

You sent me a letter on 2/4/14 reguarding customer service issues, and now I see there is a complaint filed.

[redacted] brought his vehicle in complaining of engine noise. I inspected noise with him present and advised...

him that it seemed to be coming from his power steering. I asked him if he had a few minutes so I could have one of my technicians inspect it at that time. Stopping what I and my technician were doing at that time , hence customer service. Once the technician inspected his vehicle we brought [redacted] into the shop so the technician could explain his findings. More customer service. We even printed up diagrams to further show him where we think his noise is coming from and what we would need to further diagnose noise. Unfortunately we cant see inside the engine while its running and have no way to diagnose unless engine is disassembled. [redacted] was given and estimate for suspected repairs needed which he authorized. I gave him a courtesy ride to local car rental agency and advised him that the parts needed would need to be special ordered and would take a few days. Engine was disassembled and found worn and damaged timing components. All timing components were replaced and engine reassembled. Technician test drove vehicle and advised that vehicle would need to be driven. Due to the time constraints we finished vehicle approximately 30 minutes prior to pick up. The next day vehicle came back for the noise and we found the noise to come and go. I advised the customer that we changed oil and checked oil pressure which tested good at the port supplied by manufacturer. I advised customer to drive over the weekend and get back with me. Never heard from him until I got his letter. I phoned him and advised him that I had contacted supplier of parts for information on supplied parts. He then advised me he had sold vehicle. [redacted] made the decision to not come back for further inspection. At that point I have no abilities to help him as he did not give me the chance.