Jones Automotive

Revdex.com: 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 [Provide details of why you are not satisfied with this resolution.] I was not told the truth about my vehicleI was forced to pay an alignment after they check my batteryLater the tech rico stated they do not get paid for just checking a battery and I had to get something elseIf I was told this in the beginning I would not of went there to check my batteryI was talked to rudely, no apology was given by anyone, only different stories about my ac not working by ***I got opinions from certified mechanics who stated there was nothing in my car and contents of a bag [redacted] gave me to suggest ratsI did not appreciate them telling Revdex.com my mother is of older ageShe does not have dementia and we are quite aware our ac was working perfect actually cold because we turned it to [redacted] reps just wanted extra money from me to fill a quotaI was notified twice that my car was in great shapeI have been going to that [redacted] since and had a oil change in February and no one ever told me that or talked to me rudely nor stated our car had any ratsAnd we have lived in same placeIt was a lie and I have professionals to prove they lied [redacted] got those shredded papers and lint from a trash when I got on phone to talk with [redacted] First they could not show me then they magically found something to put in a bag when my father showed upI will not pay them for fixing an ac that was working fine until they did somethingI fixed it at another triple a mechanic [redacted] just wanted the commission and blamed me and treated me like I had a memory problem saying my air was not working when I came inthey lied and was unprofessionalRobert and Rico was very rude and unprofessional and could not answer my questionsThe more questions I asked they got more upset and nastier Regards,

I received the letter from the Revdex.com on Monday, September 1st I am very concerned about customer relations and took this very serious I called the customer the next morning, Sept2nd, and left a cordial message, explaining that I had received a letter expressing his complaint I
mentioned that I was sorry that he wasn't happy with our service but there are some inaccuracies in the letter and that I would like to discuss it with him and that I wanted to make things right with him I contacted the manager of the Midas store that was involved in the letter He acknowledged that they had worked on the customer's truck and later we set up a time to speak in person at his store that day I had the Midas manager read the Revdex.com letter that I received and asked him if the part that included his store was accurate He acknowledged that the customer was a little confused We both agreed that the customer was a nice guy but that he was not accurate in what he believed was done on his truck I asked the manager if his technician could read the letter as well to determine it's accuracy I was told that the technician was not working that day
My specific issues with the customer's statement are as follows:
The customer stated in the letter that the rear brakes were working fine when he brought his truck to our shop and that he only needed a front brake line repaired This is not accurate When the customer and I were standing by the driver-side of the vehicle, I could see brake fluid dripping from below the driver's door I stated that the main line that runs from the front to the rear of the vehicle had blown and that it was a common occurrence I printed out two estimates that I believe would cover two scenarios of replacing the rear line Both estimates clearly stated that they were to replace the rear brake line and the customer signed both estimates He seemed to understand the situation
The customer stated in the letter that the Midas mechanic told him that we had switched the front and rear brake lines around at the master cylinder That does not make sense My technician did not remove the brake lines from the master cylinder He tried to replace the long line that runs from the front to the rear of the vehicle The connection to the brake hose at the rear was extremely rusty, so the hose would need to be replaced as well The bleeder screws at the rear wheels would need to open if the brakes were to be properly bled after replacing the line They too were extremely rusty and broke off when the technician tried to turn them My technician stayed for half an hour after closing on a Friday night trying to get the customer some form of brakes so he could get home We discussed the situation and in the interest of the customer, who we knew lived only an hour away and had a shop that he preferred to work on his vehicles, decided to plug off the rear brake line near the front of the vehicle so that he could drive home with at least front brakes and a firm brake pedal When the technician pushed on one of the front brake lines to gain access for the plug, the front line broke as well (due to extreme rust) At that point my service writer called the customer to let him know that we would need to keep the vehicle until Monday but that he could continue to use our loaner vehicle As stated, he said that he would not need it and would drop it off later but would like a quote on what it would take to fix the brake system On Monday, the service writer called the customer with an estimate of what would be required to properly repair the brake system This included all new lines and hoses, new rear wheel cylinders, new front pads & rotors (due to heavy rusty), and a new master cylinder which had been leaking for a long time, causing rust and the paint to peel below it (see the attached photo that I took of his master cylinder) He declined any further repair and just wanted us to do the minimum required to get him home The technician repaired a section of the broken front brake line The brake pedal felt firm and the technician was able to get the front brakes to lock up during aggressive low-speed braking in our gravel parking lot He had confidence that the customer could safely get home with just the front brakes The customer's invoice clearly stated that only the front brakes were working and that the customer had declined any further repairs He initialed next to that statement and signed the bottom of the invoice Again, the customer seemed to understand the situation
The Midas manager said that he would call the customer and try to clear things up The customer has not called me back yet I believe the statements that the Midas technician and/or their service writer made to the customer denigrating my shop's workmanship reflect that they were not aware that the customer had told us to do the bare minimum to get him back on the road I also believe that their statements reflect poorly on the entire automotive repair industry and decrease trust between customers and repair shops We run a top shop in our area and are always working to ensure that our customers have pleasant experiences with us I believe this is reflected by our loyal customer base and our good-standing in this community In the end, I want the customer to know that we tried to go beyond what he expected from us and spend several more hours on his vehicle than he was invoiced for I believe we went above and beyond what most shops would have done, given the customer's untimely predicament and the condition of the brake system I am more than happy to discuss this with the customer and don't want him to feel that he was taken advantage of

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Ms. [redacted] brought her vehicle in to our service Dept. on 4/12/17, she said that her mom (who is of age and needs a working vehicle) had trouble starting the vehicle on April 7th but since that time it has not happened again. In fact it has been starting well ever since. She wanted us to check the...

charging system (battery & alternator) just in case there might be a problem. The vehicle also needed the State inspection done on it. We did the state inspection and recommended the customer a 4 wheel alignment based on age, mileage, and alignment check. Customer hesitated and after the Service Advisor explained the benefits of an alignment the customer approved the work. The Advisor also presented a cabin air filter because it was dirty, the customer declined the filter and the Advisor instructed the Technician to put the filter back. At this time the technician found that the filter would not slide back into its housing because there was some kind of debris behind the housing, Enrique the Advisor was informed of this so he took pictures and went to show the customer what was going on. The customer asked what they should do, Enrique told the customer that none of the Techs wanted to stick their hands in the hole because something might bite them. Enrique said the best solution would be to put a mouse or Rat Trap on the floor and see if anything came out so then we would know it was clear to work on. Customer became more upset because we were not willing to help her since we were only worried about getting bitten and not cleaning out her A/C vent. At this point Enrique the Advisor took a shop-vac and cleaned it out the best he could and showed the customer what he was not able to clean up.   Once all work was completed she paid and got in her vehicle and left, before she left the lot she came back and said that her A/C was no longer working but it was working when she first arrived. This was brought to Enrique’s attention and he went and asked the technician who worked on the vehicle if they noticed the A/C working or not. The Technician said they did not use the A/C and did not remember the A/C being on. Enrique then went back to the customer and said he would have it looked at to see why it stopped working. After checking the A/C system and finding the Blower motor was not working Buddy [redacted] (shop Foreman) removed the motor to find that it was covered in what looks to be part of the inner Dash padding that was scratched off by some kind of Rodent. He cleaned it out the best he could but found that the Motor was stuck due to the nesting debris piled on it and that the motor needed to be replaced.  At this time the customer and her father were called out to look at the vehicle which Buddy had taken apart and attempted to clean, to show the customer what was in her vehicle. The customer was also shown that on top of the engine there was more Nesting Debris and what appeared to be Rodent urine, and droppings along with pecan shells on parts of the engine. At this time the customer became very upset and felt that none of this could be true and that we were just trying to get money out of her.   Our Service Director Robert spoke to Ms. [redacted] and her father and explained to them that the reason for the A/C not working was due to Rodents nesting in the dash. Ms. [redacted] became upset and said that she did not understand how this was possible and then felt like we were trying to take advantage of her. She just kept repeating that her A/C worked before she came into the store and that we did something to it that made it stop working. She then accused Robert of calling her home dirty and said he told her she has rats in her home. He explained to her that he did not know anything about her home, had no reason to speak about her home, and was only concerned with what was in front of them now “her vehicle”. At this time she walked away from him and he stayed speaking to her father.  Robert explained to him that we had already cleaned out her vehicle the best we could and that if they wanted to purchase the motor then we would sell it to them at cost and we would install it for no charge to help the customer out. He said that he would call me and let me know if he wanted us to do the work and they left.   We showed the customers pictures of the vehicle and then we walked them out to the vehicle for them to see for themselves but it was still was not enough for her to believe.

Hello,  Although we were not responsible for the customer’s A/C not working, we would like to help her by repairing her current A/C problem as long as she signs a document stating we are helping her by repairing her A/C problem and cannot be held liable for any future problems that may occur with her vehicle. Please let us know if this is acceptable to the customer, thank you.

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
I was not told the truth about my vehicle. I was forced to pay an alignment after they check my battery. Later the tech rico stated they do not get paid for just checking a battery and I had to get something else. If I was told this in the beginning I would not of went there to check my battery. I was talked to rudely, no apology was given by anyone, only 4 different stories about my ac not working by [redacted]. I got 3 opinions from certified mechanics who stated there was nothing in my car and contents of a bag [redacted] gave me to suggest rats. I did not appreciate them telling Revdex.com my mother is of older age. She does not have dementia and we are quite aware our ac was working perfect  actually cold because we turned it to 2. [redacted] reps just wanted extra money from me to fill a quota. I was notified twice that my car was in great shape. I have been going to that [redacted] since 2013 and had a oil change in February 2017 and no one ever told me that or talked to me rudely nor stated our car had any rats. And we have lived in same place. It was a lie and I have 3 professionals to prove they lied. [redacted] got those shredded papers and lint from a trash when I got on phone to talk with [redacted]. First they could not show me then they magically found something to put in a bag when my father showed up. I will not pay them for fixing an ac that was working fine until they did something. I fixed it at another triple a mechanic. [redacted] just wanted the commission and blamed me and treated me like I had a memory problem saying my air was not working when I came in. they lied and was unprofessional. Robert and Rico was very rude and unprofessional and could not answer my questions. The more questions I asked they got more upset and nastier.
Regards,

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
A mechanic told me there are no rodents in my car. I had [redacted] inspect and another mechanic. I was spoke to rudely. The story the business stated is not correct. I was not told I needed another service until after I had battery checked.

Review: I was vactioning at local state park in St Croix Falls, Wi and had a brake line burst when picking up kayaks from a landing on St.Croix river and had just my rear brakes left as should be. I contacted office at park for information on local service shops and they gave me 5 to choose from. We choose Jones automotive since it was close and not a busy dealership. We Arrived around 11 am on a Friday and said they were busy but would try to get to my truck and brake line later in the day. They provided a loaner car which was nice and I checked back at around 1pm after lunch to check on if they had time to work on it. The owner Shane said they would look at it at past 3pm. I requested that the burst line be repaired or replaced so I could continue on with our vacation. He called back about 4:30 saying that they tried to bleed the back brakes and broke off both bleeder screws and would have to cap them off and I would have to use just the f repaired brakes. I did not request the rear brakes to be touched and were working fine. I told the owner that I would return the loaner car that night and would borrow a relatives truck to finish our vacation trip. I contacted Jones on Monday and they said if I wanted the back brakes and lines repaired that the bill would be around 1200 dollars to replace the broken wheel cylinders for rear brakes, master cylinder which is now leaking from repair and pads and shoes. So basically to overhaul my complete brake system which I only needed a front brake line replaced, bleed and on with our vacation. I had my mechanic look at it and he found they connected the rear brake lines to the front brake master cylinder location and front brake lines to the rear brake master cylinder location. I was aware of no rear brakes and signed off on this but did not know about the wrong connections on the master brake cylinder. My rear brakes were working great as in the service manual I had read was supposed to for safety in case this happens. I should have brought this to local dealer.Desired Settlement: Would like a refund for the work since they damaged my rear brakes that I had working and would up having my local Midas mechanics repair the damage. They said they had never seen such a shody workmanship and they also have been servicing my vehicle for 3 years and could not believe that the mechanic at Jones did not know what they were doing. Also want to alert any locals in the Dresser,St Croix area about this business.

Business

Response:

I received the letter from the Revdex.com on Monday, September 1st. I am very concerned about customer relations and took this very serious. I called the customer the next morning, Sept. 2nd, and left a cordial message, explaining that I had received a letter expressing his complaint. I mentioned that I was sorry that he wasn't happy with our service but there are some inaccuracies in the letter and that I would like to discuss it with him and that I wanted to make things right with him. I contacted the manager of the Midas store that was involved in the letter. He acknowledged that they had worked on the customer's truck and later we set up a time to speak in person at his store that day. I had the Midas manager read the Revdex.com letter that I received and asked him if the part that included his store was accurate. He acknowledged that the customer was a little confused. We both agreed that the customer was a nice guy but that he was not accurate in what he believed was done on his truck. I asked the manager if his technician could read the letter as well to determine it's accuracy. I was told that the technician was not working that day.