John Warne Motors

Review: April 19, 2014, I performed an online search for a used vehicle on [redacted] website. I seen a 2005 White Chrysler Pacifica that I was interested in. I went to the car lot and test drove the White Chrysler Pacifica. Mr. [redacted] indicated that the previous owner was his brother and he traded it in two weeks prior. April 21, 2014, I gave [redacted] $5,500 in cash and signed an agreement to pay the remaining balance and purchased a 3 year Value Guard warranty.April 22, 2014, I drove the vehicle to Washington, PA and heard a knocking sound when turning the steering wheel to the extreme left or right. This knocking sound was coming from underneath the floor board area of the drivers seat. I immediately called Mr. [redacted] and left a message informing him of this issue. April 23, 2014, I went to Mr. [redacted] car lot and spoke directly to him regarding the knocking sound. He drove the car with me in the passengers seat. He told me the problem was sway bar links. He drove back to the car lot. After we both got out of the vehicle he told me he needed to check something. I watched as Mr. [redacted] retrieved a hand held machine, plugged it in underneath my steering wheel then proceed to operate the buttons on the device. After he disconnected the device, he got out of car and told me to bring it back on Saturday, May 3, 2014, at 9:00 a.m. for repair. While learning how to fold down the second row seat from the inside of the vehicle and how to fold down the third row seat from the hatch I noticed that the latch on the cover of the spare tire was jammed or broken because it would not open. There also was a light on in the dash board. When I asked someone what the light was, I was told it was the engine light.May 3, 2014, I took the vehicle to Mr. [redacted] car lot at 9:00 a.m.as scheduled. I told him that the engine light and the lock on the spare wheel cover would need fixed in addition to the knocking sound when the steering wheel is turned. I received a call at approximately 2:00 p.m. indicating that the work was completed. I arrived at approximately 3:30 p.m. to pick up the car. I asked Mr. [redacted] about to work that was done and what was causing the problem. He told me to speak to his mechanic named [redacted]. [redacted] told me the engine light was on because of a loose cap and that he replaced the sway bar links. When I asked about the lock on the spare wheel cover he showed me work he did. Instead of replacing or fixing the existing lock, he punched the lock out of the center of the spare wheel cover leaving an empty hole with no lock. Mr. [redacted] and his mechanic failed to provide me with a work order for the work that was done. Immediately upon leaving Mr. [redacted] lot I heard and felt the same knocking sound when I turned the steering wheel. I went back to Mr. [redacted] lot but it was closed for business. I called and left a message indicating that I just picked up my car and it is still making the same knocking sound. At approximately 9:00 p.m. I notice that the engine light was back on.May 5, 2014, I called Mr. [redacted] and told the woman that answered that I need a work order for the work that was done on Saturday, May 3, 2014. She asked if there was a problem and I told her that the engine light came back on, the knocking sound has increased in frequency and severity, and that the lock should have been replace opposed simply removed. She indicated that I would need to bring the vehicle back for them to look at it. I told her that the vehicle should have been fixed completely on Saturday, May 3, 2014. I indicated that I would pick up the work or before the end of business but I failed to do so. May 7, 2014, I mentioned the repair issues to a coworker. She contacted her brother in-law who is a mechanic. He came to my job and plugged in a hand held device to check the engine. He lifted the hood and immediately noticed that a hose was disconnected from the engine and wedged underneath connected wires. I watched as he disconnected the wire, retrieved the disconnected hose then reconnected the wire. He indicated that he would have to use the hand held device to reset the engine light then reconnect the hose. He further indicated that if the engine light does not come back on then the disconnected hose was the problem and reconnecting the hose solved the problem. May 8, 2014, I took the vehicle to Washington Chevrolet. I informed them of the repair issues with [redacted] and gave them a copy of the Value Guard warranty I purchased. I was given a work order which states noise from underneath feet area, knocking noise and or bounce, when breaking or turning either direction. Vehicle needs a right front lower control arm, loose. Value Guard declined repairs stating pre-existing concern. Advised to take back to selling dealer to have repaired. I took the vehicle back to [redacted] Motors for repair as advised. IssuesA disconnected engine hose was discovered May 7, 2014, which was causing the check engine light to come on. If the engine hose wasnt reconnected until May 7, 2014, my position is that the check engine light was on when Mr. [redacted] sold and inspected the vehicle on April 21, 2014, and instead of paying for engine repairs he used the hand held devise to reset the check engine light. If his mechanic had lifted the hood to diagnose the check the engine light issue on May 3, 2014, he should have noticed the disconnected engine hose. The mechanic never personally examined or drove the vehicle himself to diagnose knocking issue. He did the work he was told to do by Mr. [redacted]. I currently dont know if the vehicle I recently purchased is safe to drive since I suspect that it passed inspection with the engine light on. I also doubt that the maintenance information provided by Mr. [redacted] is accurate.Desired Settlement: [redacted] is to complete the work on the Washington Cheverolet work order properly and professionally. Upon successful completion of this work, that no other work or repairs are necessary. The vehicle needs to pass inspection. The lock on the spare wheel cover needs to be replaced with a lock in good working order.

Business

Response:

This letter is in response to the customer complaint your office received from [redacted].