John's Auto Care

Review: 7-02-2015 called John's Auto Care when the engine light on my 2002 PT Cruiser, 47,025 miles, came on. Took car in for diagnostics. They called to say that the CRANKSHAFT POSITION SENSOR needed replacing and it would be a good idea to replace the CAMSHAFT POSITION SENSOR at the same time. I agreed to the work, cost $441.38. Later that day, I received a call that my car was ready. I got my car, paid my bill, stopped for gas and a beverage and went home - maybe 4 miles. Driving home the temperature gauge was rising quickly. As I pulled into my garage the temperature light starting pinging. I called John's back. The first words out of his mouth were "nothing we did" but let it cool and bring it back. A few words were exchanged, telling me it probably overheated and could be a head gasket. My car had NEVER over heated -I know the telltale signs. I mentioned that the invoice stated ALL systems were checked and found OK. That included the COOLING SYSTEM which obviously was not checked and the tech agreed. On the 6th, [redacted] informed me the radiator needed flushing, coolant replaced and a new thermostat, cost $313.02. Again I agreed to repairs. At 4:30 I called and was told the car was ready. I got there and [redacted] said it was NOT ready, it was still overheating and he needed to go over it AGAIN. On the 7th I was told that it was, indeed, the head gasket, this time with an estimate of nearly $1700.00. After a few heated words I DID agree to the repairs. My son was livid, said a few words re: the PT, the shop and service. At this time, I was told point blank to pick up my car. The invoice says I refused service. Not true. THEY refused to repair my PT. John's Auto wrote off the $313.02 for the last work done. BUT if they had gone ahead with the head gasket, I would have almost $2500.00 invested in a car that still overheats.I hand delivered documentation to John's Auto on 7-13 with all my concerns and observations. It was the radiator. Simple. Cost, $418.33!Desired Settlement: My PT was returned completely covered in coolant and greasy grime. The radiator cap exploded while being driven by a tech and coolant all blew over the engine. I paid $50.00 to have the PT towed to another shop. My PT is in excellent shape and obviously well cared for and maintained. They showed no respect and had total disregard towards my car. Towing, steam cleaning the engine, detail hand washing (never machine washed), new radiator cap. I believe $150.00 more than fair.

Business

Response:

Thursday July 16, 2015Dear Mrs. [redacted],Let me start by saying I am very sorry your experience at John’s Auto Care was less than satisfactory. We are a Christian Family Facility and alwayswant our customers to be completely satisfied.After consulting with the Technician who performed service on your car, I did learn that the Check-Out Inspection portion of your car’sdiagnostic was not completed. However, repairs made to your car’s computer system were successful, in that your checkengine light was no longer ON and your vehicle doesn’t stall anymore.The reason for the No Charge for cooling system repairs is due to the fact that we did not fix your problem. This is a John’s Auto Care policy, we willnot charge any customer if we make a mistake. As would have been the case IF we had proceeded with Customer approved cylinderhead gasket repairs that were found not to be necessary.I have reprimanded the Technician whom worked on your vehicle for not preforming our Check-Out Inspection as defined within ouroperational practices, and for the misdiagnosis of the cooling system. I believe the Technician made an honestmistake during his diagnostic of the cooling system and I apologize for this condition.You stated that you requested print outs from the computer diagnostic(s) performed, whichunfortunately there is no such ‘print out’. The information is read from a special scan tool and interpreted by theTechnician, then transferred to the Work Order. The “yellow copies” you saw on our Work Order clip boards are Parts Bills,which we would not provide to Customers.As far as our Invoice stating you refused repairs, when you son became involved, he stated a lot ofcusations toward John’s Auto Care. All of which I have no problem fielding. Butwhen he decided to yell inappropriate language towards John’s Auto Care and mepersonally, it was clear we would not be able to service your vehicle with a satisfactory outcome.We have a company policy that inappropriate language or physical threats shall not be tolerated byeither Customers or Employees, no exceptions.I am willing to give you a check, in the amount of $150.00, if this would satisfy you on this situation. Sincerely,[redacted], General Manager

I would have left and never returned if it was not for the amazing service I received from Josh and Vince. I overheard the owner making offensive comments about hating "Queers" complaining about how home depot had supported the Gay pride parade. He stated that he was a christian and that the queers have no place here. I'm not going to go in to how incredibly ignorant this is on so many levels!

If you have any type of self awareness in the modern world you would not patronize people and potential new business. I don't feel comfortable conducting business with a business owner that is so opening offensive! Beware you have been warned!!!!!