J's Family Auto Center, Inc.

Initial Business Response /* (1000, 5, 2015/10/22) */
On October 1st, 2015, MrM brought his Suzuki Forenza into J's Family Auto Center MrM brought the vehicle in for a diagnostic on the rear left strut/shock MrM also asked us to recharge the vehicle's HVAC system That same day, we
informed MrM that the vehicle needed front and rear struts/shocks and in regards to the HVAC system, we found a leak in the condenser We asked MrM to come down to the shop so we could show him the leak At that time, MrM authorized us to replace the rear struts and said he would come down to the shop
Once MrM was at the shop, he informed us that one of the radiator fans did not function and that sometimes the vehicle would overheat We agreed to perform a diagnostic on those issues with the caveat that if the fan issue was in fact electrical in nature, it would require an electrical diagnostic, which was a different fee than a mechanical diagnostic MrM agreed
The next day, October 2nd, 2015, MrM authorized us to perform the work on the condenser At that time, we informed MrM that the fan was receiving no power and that the issue was not mechanical We once again explained to him that the problem was an electrical issue and that to proceed we needed to perform an electrical diagnostic We told him the cost of the electrical diagnostic and he said he would call us back
On October 3rd, MrM called us and authorized the electrical diagnostic That same day, we found the cause of the electrical issue and proceeded to repair it At that point we also found that the reason the vehicle was overheating was due to the radiator We called MrM and informed him about the repairs needed to his vehicle At that point MrM informed us that he needed to consult his father in law, since it was his vehicle He agreed to call us back
October 6th2015, MrM called us back and authorized us to repair the radiator We proceeded to remove the radiator, and found that the front end of the vehicle's frame was pushed in and the radiator was stuck We called MrM and informed him of the issue and asked him to come down to the shop so we could show him He told us that his in-laws had been in a minor accident and he knew about the vehicles frame We informed MrM that trying to straighten the frame is something we do not do at our shop but we could try and pry the frame a little to remove and replace the radiator He told us to proceed as best we could since it was his in-laws vehicle and wanted to make them happy Later that day we informed MrM that we needed to replace the fan on the condenser MrM said he would call us back
October 8th, 2015, MrM authorized us to replace the condenser fan We informed that the fan was a special order part and would take a day or so to get here
October 10th, 2015, MrM came to the shop to pick up the vehicle We showed MrM all the repairs done and also showed him how the HVAC system was now blowing cold airMrM was happy and his wife paid us with a credit card After paying, one of our automotive technicians came to the front office and told us that MrM claimed we had dented his vehicle Junior walked over to MrM and the vehicle to see what was going on MrM was furious and in a inappropriate tone, proceeded to berate Junior about the damage to his vehicle Junior tried to explain to MrM that no work had been performed to that side of the vehicle and that his vehicle had been on a lift since we began to work on it MrM did not want to hear any explanations and told Junior that because he had spent so much money on the repair of the vehicle, it was our responsibility and duty to repair the dent at no cost to him MrM said he would be taking his business elsewhere from now on
At no time were we disrespectful to MrM We strive to maintain a professional atmosphere in our shop Our original shop has been in Moreno Valley for over years J's Family Auto Center is our fourth shop and about 90% of our business are all repeat clients
Since MrM informed us that his in-laws vehicle had been in an accident previous to us doing the work, we believe the damage was pre-existing
Thank you
[redacted] - Service Writer
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They replaced the rear struts by removing the rear seats and working on the rear of the vehicleWhen they say that they did not worked on that side of the vehicle they are lying because obviously they did worked on both side of the vehicleFurther more I did not tell them that the vehicle was involved in an accident When they informed me that they needed to replace the cooling fan they mention that the vehicle was probably involved in an accident and that that is how the fan probably broke "Junior" did disrespect me as a customer because when I informed them of the disputed damaged, junior told me that it was a old car and it was a piece of [redacted] that had other dents, but I was not referring to other dentsI have pictures of the vehicle dated 8/and it did not have the disputed damage.They have horrible customer service since they simply denied the charges and never even tried to accommodate me in any wayThey have dealer prices but won't be responsible if your vehicle is damage when under their custody They are the type of repair shop that simply denies their wrong doings and the customer is left to eat the cost of repairing the damage they causeThey are good mechanics but will twist and lie if something goes wrong Very dishonest business

Initial Business Response /* (1000, 5, 2015/10/22) */
On October 1st, 2015, Mr. M brought his Suzuki Forenza into J's Family Auto Center. Mr. M brought the vehicle in for a diagnostic on the rear left strut/shock. Mr. M also asked us to recharge the vehicle's HVAC system. That same day, we...

informed Mr. M that the vehicle needed front and rear struts/shocks and in regards to the HVAC system, we found a leak in the condenser. We asked Mr. M to come down to the shop so we could show him the leak. At that time, Mr. M authorized us to replace the rear struts and said he would come down to the shop.
Once Mr. M was at the shop, he informed us that one of the radiator fans did not function and that sometimes the vehicle would overheat. We agreed to perform a diagnostic on those issues with the caveat that if the fan issue was in fact electrical in nature, it would require an electrical diagnostic, which was a different fee than a mechanical diagnostic. Mr. M agreed.
The next day, October 2nd, 2015, Mr. M authorized us to perform the work on the condenser. At that time, we informed Mr. M that the fan was receiving no power and that the issue was not mechanical. We once again explained to him that the problem was an electrical issue and that to proceed we needed to perform an electrical diagnostic. We told him the cost of the electrical diagnostic and he said he would call us back.
On October 3rd, Mr. M called us and authorized the electrical diagnostic. That same day, we found the cause of the electrical issue and proceeded to repair it. At that point we also found that the reason the vehicle was overheating was due to the radiator. We called Mr. M and informed him about the repairs needed to his vehicle. At that point Mr. M informed us that he needed to consult his father in law, since it was his vehicle. He agreed to call us back.
October 6th. 2015, Mr. M called us back and authorized us to repair the radiator. We proceeded to remove the radiator, and found that the front end of the vehicle's frame was pushed in and the radiator was stuck. We called Mr. M and informed him of the issue and asked him to come down to the shop so we could show him. He told us that his in-laws had been in a minor accident and he knew about the vehicles frame. We informed Mr. M that trying to straighten the frame is something we do not do at our shop but we could try and pry the frame a little to remove and replace the radiator. He told us to proceed as best we could since it was his in-laws vehicle and wanted to make them happy. Later that day we informed Mr. M that we needed to replace the fan on the condenser. Mr. M said he would call us back.
October 8th, 2015, Mr. M authorized us to replace the condenser fan. We informed that the fan was a special order part and would take a day or so to get here.
October 10th, 2015, Mr. M came to the shop to pick up the vehicle. We showed Mr. M all the repairs done and also showed him how the HVAC system was now blowing cold air. Mr. M was happy and his wife paid us with a credit card. After paying, one of our automotive technicians came to the front office and told us that Mr. M claimed we had dented his vehicle. Junior walked over to Mr. M and the vehicle to see what was going on. Mr. M was furious and in a inappropriate tone, proceeded to berate Junior about the damage to his vehicle. Junior tried to explain to Mr. M that no work had been performed to that side of the vehicle and that his vehicle had been on a lift since we began to work on it. Mr. M did not want to hear any explanations and told Junior that because he had spent so much money on the repair of the vehicle, it was our responsibility and duty to repair the dent at no cost to him. Mr. M said he would be taking his business elsewhere from now on.

At no time were we disrespectful to Mr. M. We strive to maintain a professional atmosphere in our shop. Our original shop has been in Moreno Valley for over 17 years. J's Family Auto Center is our fourth shop and about 90% of our business are all repeat clients.

Since Mr. M informed us that his in-laws vehicle had been in an accident previous to us doing the work, we believe the damage was pre-existing.

Thank you.
[redacted] - Service Writer
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They replaced the rear struts by removing the rear seats and working on the rear of the vehicle. When they say that they did not worked on that side of the vehicle they are lying because obviously they did worked on both side of the vehicle. Further more I did not tell them that the vehicle was involved in an accident. When they informed me that they needed to replace the cooling fan they mention that the vehicle was probably involved in an accident and that that is how the fan probably broke. "Junior" did disrespect me as a customer because when I informed them of the disputed damaged, junior told me that it was a old car and it was a piece of [redacted] that had other dents, but I was not referring to other dents. I have pictures of the vehicle dated 8/2015 and it did not have the disputed damage.They have horrible customer service since they simply denied the charges and never even tried to accommodate me in any way. They have dealer prices but won't be responsible if your vehicle is damage when under their custody. They are the type of repair shop that simply denies their wrong doings and the customer is left to eat the cost of repairing the damage they cause. They are good mechanics but will twist and lie if something goes wrong. Very dishonest business.