JRS Auto Repair

[redacted] called our repair shop on January 20th stating that she was told by another repair shop that her transmission needed to be replacedShe said her vehicle would go into drive and reverse (at the shifter) but the vehicle did not move forward in drive, but moved in reverse I asked if she had done the transmission service and she said no I recommended her to bring vehicle in so we can check the fluid, and we would confirm if the transmission was badThe vehicle was towed to us on January 21, 2015; it had the check engine light, abs, and transmission light on, and had 146,miles We begin checking vehicle on January 22, I checked the transmission fluid and found the fluid was extremely dirty/burned with metal shavings and level was low We explained to customer that we would add fluid to level and see if it would improve Unfortunately it did not fix it After I made few pressure tests I concluded that the transmission had internal problems and an overhaul/replacement was necessaryDue to the high cost of the overhaul or replace for a new transmission we offered a used transmission with 12,miles/ months labor and parts warranty which was a good deal Customer also asked us to check if codes on the check engine light were related to the transmission We found codes on the system ***, [redacted] and *** Two of the codes were for transmission and one code was for Engine coolant temperature (value high) Customer said that the engine coolant system code probably was related to the water pump that she recently had replaced due to vehicle overheating We gave [redacted] a couple of different estimate options for the transmission, and a couple of payment options as well She chose to have a used transmission with 12,miles/ months parts and labor warranty installed I explained to [redacted] that the repairs would take about business days depending on how low it takes to receive the transmission As per our company policy for any repairs above $500.00, we emailed her an estimate for her to electronically sign for approval on January 22, We also require a 50% deposit prior to starting work [redacted] signed the repair order on Friday January 23, 2015, and was trying to do a deposit over the internet through our [redacted] payment plan option and was not able toI tried to assist her on how to make the payment but we were unsuccessful She said she was going to receive a new credit card over the mail and could make the deposit payment that following Monday January 26, We explained to [redacted] that we do not normally start any work, or order any parts on vehicles that do not have both signed approval and the deposit paid, but we would make an exception for her, but that if she could make sure to make the deposit payment by Monday January 26, [redacted] agreed and said she would call Monday with the payment We ordered the transmission that same Friday, and unfortunately we did not receive the transmission until Tuesday January 27, that afternoon due to inclement weather Monday January 26, We made sure to keep [redacted] informed on the e.t.aof the transmissionWe also keep in contact with [redacted] on Monday, Tuesday and Wednesday about the deposit, and status of work She said she was still trying to get in contact with [redacted] to see if they could help her use the [redacted] online payment Unfortunately we had not received any deposit yet by Thursday January 29, 2015, and we called [redacted] and explained to her that unfortunately we would have to put the repairs on her vehicle to a halt until the deposit was paid [redacted] made the deposit that day and said she would be at our business at 5pm to pick her vehicle up, and that we needed to have it done We explained to her that we would do our best to finish her vehicle by the end of business day We were able to finish the transmission replacement on the following business day, Friday January 30, We noticed that her vehicle also had transmission fluid, and coolant leak from the radiator and we advised customer to have it replaced We explained to customer that due to the leak on the radiator, we would not be able to honor the transmission warranty if it were not replaced [redacted] agreed to go ahead and have the radiator replaced We replaced it that Friday January 30, We cleared the check engine light, and light immediately came back with the code for the Engine coolant temperature (value high) problem only We explained to [redacted] that the light was on and she asked us to repair it We repaired a harness on a coolant temperature sensor which was melted, and replaced the sensor as well As another company policy we check all fluid levels of each vehicle that comes in for any repairs We checked all her fluids in vehicle and topped everything off that was not at level Her engine oil level was at level, so it did not need to be topped off, and she had an engine oil sticker which indicated that she was not due for engine oil service yet We test drove vehicle as usual for this type of work which is about minutes city/highway mixed and everything was running perfect with no check engine light, transmission light, or any noise and also checked for leaks with the vehicle in the lift She picked her vehicle up that Saturday morning January 31, because she said she would not be able to pick it up by the close of business that Friday January 30, She drove vehicle, and that same night she called the shop after business hours and left us a message She said her daughter was driving vehicle and transmission light came on and vehicle would not move forward or backward She called me that Monday morning February 2, and said her vehicle was impounded and that she was coming in to collect the cost for the impound/towing, she alleged we were responsible for that incidentWe asked her to bring the vehicle back so we can check it and find out why the vehicle stopped but unfortunately we do not cover impound or towing cost as we stated in our invoice which [redacted] signed I asked her why her vehicle was impounded and she said because it broke down in the middle of the street and was blocking traffic We received an unofficial information about the impound stating that the vehicle was abandoned reason why it was impoundedThere is a Police case number [redacted] which can be provided by [redacted] if you requestYou also will find on that report that when the police officer found the vehicle, there was no one present, and he was there waiting for a towing company for about minutes and nobody showed up to claim the vehicle Monday morning, February 2, 2015, she paid for the impound charges at [redacted] Division, ***'s Wrecker Service, and called one of our towing services to tow her vehicle to our shop, which she said she was not paying for Before the vehicle arrived she came to our shop and requested that we pay her impound and towing charges She made allegations that we told her we were installing a new transmission in her vehicle, she claimed that we were negligent with her vehicle She said she requested us to check her engine for her, which she never did All repairs and diagnoses are registered on her repair order, and it was not necessary to check her engine because it was running apparently before she left here She made a public disturbance in front of my customers, which I had to call the police to have her leave the premises because we thought her and her daughters were going to use violence (case# [redacted] ), but she left before the police arrivedBefore she left we explained to her that we would examine the vehicle and we would give her warranty on any repairs we made at no costIn her words” You better fix my car and not tell me there is anything else it needs, because if you do I will have the fox news here, and I will blow up your building, because I am not paying yall for any thing else, you need to give me my money back, you are unprofessional because customers are always right You shouldn’t even be arguing with me.” Her vehicle arrived on a tow truck that afternoon As soon as the tow truck dropped the vehicle I, Junior A [redacted] (owner and tech), a ASE master certified technician, who worked on the vehicle before, got into the vehicle, started it and noticed an engine knocking noise I then put the vehicle in drive and vehicle drove fine forward and in reverseI drove vehicle inside the shop and checked all the work that I had done and everything was working perfectly There were no leaks on the transmission or radiator, transmission was shifting perfectly, there were no codes present on computer (see attachment)I called [redacted] and explained to her that her vehicle was in fact driving but is making noise coming from the engine I explained to her that she still has the 12month/ 12k miles parts and labor warranty on her transmission should anything go wrong in the futureDue to her demeanor at our facility, I decided not to perform any further repairs on her vehicle other then warranty related workI would have been wiling to resolve this situation in a better manner had [redacted] had a better approachShe requested a price quote for the replacement of her engine but I unfortunately had to request her to take her vehicle to another facility to have her repairs done I have attached both electronically signed per-approval, and also her receipts which were signed in person I have not denied [redacted] at any moment of her warranty I just cannot give her money back because my job was done correctly and her replacement transmission has no problemsI believe that her vehicle had previous major overheating problems which caused both the transmission failure and the engine to have the knocking problem developed after she drove it out of our repair shopThis was only apparent after longer period of driving as she did the day she picked up the vehicle [redacted] picked her vehicle up, and drove it away after we diagnosed it for the engine knocking noise [redacted] has also filled a dispute with her credit card company and has had the transmission repair payment removed from our account I have resolved the problem which the payment should be back in our account within 24-hours The only reason for me mentioning this is that this has been very time consuming for us having to defend our honor writing letters to the Revdex.com and to credit card companies We have been in business for over years, and you can also find our business on [redacted] with several of our customer’s reviews, and on [redacted] This has been a very saddening circumstance that has led us to feel very unsafe which I am now filling for a protective order from [redacted] , and have also been put on a police watch list so that we can ensure [redacted] does not follow through with her threats

February 10, Dear [redacted] : This letter is in response to a complaint submitted on 2/4/5:27:AM with an ID of [redacted] In addition to repairing the vehicle damages covered by an insurance claim, estimates to repair multiple unrelated prior damage areas were givenOne unrelated damage estimate was in a different area of the same fender that the insurance claim coveredThere was particular attention to this unrelated damage since the insurance claim repairs would require painting over the unrelated damage which does not have good resultsIn an effort to make a quality repair, the cost of the additional unrelated repairs had already been figured at actual cost leaving no room for further cost negotiations.After speaking again, it was our understanding that the customer approved this one additional repair but declined the other unrelated repairsAs a convenience and courtesy to our customer, a verbal authorization was accepted so as not to delay repairsIt is not the policy or practice of our company to make unapproved repairs by the customer or insurance companies.There are strict guidelines put in place by the insurance companies, all expenditures are preapproved before any work begins and all additional damages found are reported to the insurance company immediatelyAn explanation of an overcharge to the insurance company was not explained but no discrepancies were foundEnclosed is a copy of the estimate for unrelated damages that were repairedFixing unrelated damages and billing the insurance company is insurance fraudHowever; to satisfy all parties the $will be refundedWilliam S President

February 10, 2015
Dear [redacted]:
This letter is in response to a complaint submitted on 2/4/2015 5:27:43 AM with an ID of [redacted].
In addition to repairing the vehicle damages covered by an insurance claim, estimates to repair multiple unrelated prior damage areas...

were given. One unrelated damage estimate was in a different area of the same fender that the insurance claim covered. There was particular attention to this unrelated damage since the insurance claim repairs would require painting over the unrelated damage which does not have good results. In an effort to make a quality repair, the cost of the additional unrelated repairs had already been figured at actual cost leaving no room for further cost negotiations.After speaking again, it was our understanding that the customer approved this one additional repair but declined the other unrelated repairs. As a convenience and courtesy to our customer, a verbal authorization was accepted so as not to delay repairs. It is not the policy or practice of our company to make unapproved repairs by the customer or insurance companies.There are strict guidelines put in place by the insurance companies, all expenditures are preapproved before any work begins and all additional damages found are reported to the insurance company immediately. An explanation of an overcharge to the insurance company was not explained but no discrepancies were found.
Enclosed is a copy of the estimate for unrelated damages that were repaired. Fixing unrelated damages and billing the insurance company is insurance fraud. However; to satisfy all parties the $100.00 will be refunded.
William S
President

[redacted] called our repair shop on January 20th    2015 stating that she was told by another repair shop that her transmission needed to be replaced. She said her vehicle would go into drive and reverse (at the shifter) but the vehicle did not move forward in drive, but moved in reverse.  I asked if she had done the transmission service and she said no.  I recommended her to bring vehicle in so we can check the fluid, and we would confirm if the transmission was bad.
The vehicle was towed to us on January 21, 2015; it had the check engine light, abs, and transmission light on, and had 146,601 miles.  We begin checking vehicle on January 22, 2015.  I checked the transmission fluid and found the fluid was extremely dirty/burned with metal shavings and level was low.  We explained to customer that we would add fluid to level and see if it would improve.  Unfortunately it did not fix it.  After I made few pressure tests I concluded that the transmission had internal problems and an overhaul/replacement was necessary. Due to the high cost of the overhaul or replace for a new transmission we offered a used transmission with 12,000 miles/ 12 months labor and parts warranty which was a good deal.  Customer also asked us to check if codes on the check engine light were related to the transmission.  We found 3 codes on the system [redacted], [redacted] and [redacted].   Two of the codes were for transmission and one code was for Engine coolant temperature (value high).  Customer said that the engine coolant system code probably was related to the water pump that she recently had replaced due to vehicle overheating.  We gave [redacted] a couple of different estimate options for the transmission, and a couple of payment options as well.  She chose to have a used transmission with 12,000 miles/ 12 months parts and labor warranty installed.  I explained to [redacted] that the repairs would take about 5 business days depending on how low it takes to receive the transmission.  As per our company policy for any repairs above $500.00, we emailed her an estimate for her to electronically sign for approval on January 22, 2015.  We also require a 50% deposit prior to starting work.  [redacted] signed the repair order on Friday January 23, 2015, and was trying to do a deposit over the internet through our [redacted] payment plan option and was not able to. I tried to assist her on how to make the payment but we were unsuccessful.   She said she was going to receive a new credit card over the mail and could make the deposit payment that following Monday January 26, 2015.  We explained to [redacted] that we do not normally start any work, or order any parts on vehicles that do not have both signed approval and the deposit paid, but we would make an exception for her, but that if she could make sure to make the deposit payment by Monday January 26, 2015. [redacted] agreed and said she would call Monday with the payment.  We ordered the transmission that same Friday, and unfortunately we did not receive the transmission until Tuesday January 27, 2015 that afternoon due to inclement weather Monday January 26, 2015.  We made sure to keep [redacted] informed on the e.t.a. of the transmission. We also keep in contact with [redacted] on Monday, Tuesday and Wednesday about the deposit, and status of work.  She said she was still trying to get in contact with [redacted] to see if they could help her use the [redacted] online payment. 
Unfortunately we had not received any deposit yet by Thursday January 29, 2015, and we called [redacted] and explained to her that unfortunately we would have to put the repairs on her vehicle to a halt until the deposit was paid.  [redacted] made the deposit that day and said she would be at our business at 5pm to pick her vehicle up, and that we needed to have it done.  We explained to her that we would do our best to finish her vehicle by the end of business day.  We were able to finish the transmission replacement on the following business day, Friday January 30, 2015.  We noticed that her vehicle also had transmission fluid, and coolant leak from the radiator and we advised customer to have it replaced.  We explained to customer that due to the leak on the radiator, we would not be able to honor the transmission warranty if it were not replaced.  [redacted] agreed to go ahead and have the radiator replaced.  We replaced it that Friday January 30, 2015.  We cleared the check engine light, and light immediately came back with the code for the Engine coolant temperature (value high) problem only.  We explained to [redacted] that the light was on and she asked us to repair it.  We repaired a harness on a coolant temperature sensor which was melted, and replaced the sensor as well.  As another company policy we check all fluid levels of each vehicle that comes in for any repairs.  We checked all her fluids in vehicle and topped everything off that was not at level.  Her engine oil level was at level, so it did not need to be topped off, and she had an engine oil sticker which indicated that she was not due for engine oil service yet.  We test drove vehicle as usual for this type of work which is about 30 minutes city/highway mixed and everything was running perfect with no check engine light, transmission light, or any noise and also checked for leaks with the vehicle in the lift.  She picked her vehicle up that Saturday morning January 31, 2015 because she said she would not be able to pick it up by the close of business that Friday January 30, 2015.  She drove vehicle, and that same night she called the shop after business hours and left us a message.  She said her daughter was driving vehicle and transmission light came on and vehicle would not move forward or backward.  She called me that Monday morning February 2, 2015 and said her vehicle was impounded and that she was coming in to collect the cost for the impound/towing,  she alleged we were responsible for that incident. We asked  her to bring the vehicle back so we can check it and find out why the vehicle stopped but unfortunately we do not cover impound or towing cost as we stated in our invoice which [redacted] signed.  I asked her why her vehicle was impounded and she said because it broke down in the middle of the street and was blocking traffic.  We received an unofficial information about the impound stating that the vehicle was abandoned reason why it was impounded. There is a Police case number [redacted] which can be provided by [redacted] if you request. You also will find on that report that when the police officer  found the vehicle, there was no one present, and he was there waiting for a towing company for about 30 minutes and nobody showed up to claim the vehicle.  Monday morning, February 2, 2015, she paid for the impound charges at [redacted] Division, [redacted]'s Wrecker Service, and called one of our towing services to tow her vehicle to our shop, which she said she was not paying for.  Before the vehicle arrived she came to our shop and requested that we pay her impound and towing charges.  She made false allegations that we told her we were installing a new transmission in her vehicle, she claimed that we were negligent with her vehicle.  She said she requested us to check her engine for her, which she never did.  All repairs and diagnoses are registered on her repair order, and it was not necessary to check her engine because it was running apparently normal before she left here.  She made a public disturbance in front of my customers, which I had to call the police to have her leave the premises because we thought her and her daughters were going to use violence (case#[redacted]), but she left before the police arrived. Before she left we explained to her that we would examine the vehicle and we would give her warranty on any repairs we made at no cost. In her words” You better fix my car and not tell me there is anything else it needs, because if you do I will have the fox 5 news here, and I will blow up your building, because I am not paying yall for any thing else, you need to give me my money back, you are unprofessional because customers are always right.  You shouldn’t even be arguing with me.”    Her vehicle arrived on a tow truck that afternoon.  As soon as the tow truck dropped the vehicle I, Junior A[redacted] (owner and tech), a ASE master certified technician, who worked on the vehicle before, got into the vehicle, started it and noticed an engine knocking noise.  I then put the vehicle in drive and vehicle drove fine forward and in reverse. I drove vehicle inside the shop and checked all the work that I had done and everything was working perfectly.  There were no leaks on the transmission or radiator, transmission was shifting perfectly, there were no codes present on computer (see attachment). I called [redacted] and explained to her that her vehicle was in fact driving but is making noise coming from the engine.   I explained to her that she still has the 12month/ 12k miles parts and labor warranty on her transmission should anything go wrong in the future. Due to her demeanor at our facility, I decided not to perform any further repairs on her vehicle other then warranty related work. I would have been wiling to resolve this situation in a better manner had [redacted] had a better approach. She requested a price quote for the replacement of her engine but I unfortunately had to request her to take her vehicle to another facility to have her repairs done.  I have attached both electronically signed per-approval, and also her receipts which were signed in person.  I have not denied [redacted] at any moment of her warranty.  I just cannot give her money back because my job was done correctly and her replacement transmission has no problems. I believe that her vehicle had previous major overheating problems which caused both the transmission failure and the engine to have the knocking problem developed after she drove it out of our repair shop. This was only apparent after longer period of driving as she did the day she picked up the vehicle. [redacted] picked her vehicle up, and drove it away after we diagnosed it for the engine knocking noise.  [redacted] has also filled a dispute with her credit card company and has had the transmission repair payment removed from our account.  I have resolved the problem which the payment should be back in our account within 24-48 hours.  The only reason for me mentioning this is that this has been very time consuming for us having to defend our honor writing letters to the Revdex.com and to credit card companies.  We have been in business for over 20 years, and you can also find our business on [redacted] with several of our customer’s reviews, and on [redacted].   This has been a very saddening circumstance that has led us to feel very unsafe which I am now filling for a protective order from [redacted], and have also been put on a police watch list so that we can ensure [redacted] does not follow through with her threats.