K-Town Automotive

Vehicle brought to said facility for a repair 25 days ago. Vehicle is still at the said facility service not yet completed.Problem Date: [redacted]. [redacted] 2015 Estimate for a water pump repair given on said date on a 2007 [redacted] Five days later, report given by mechanic that it also needs a head gasket repair. Estimate given over phone, permisssion granted to proceed. After numerous phone calls and promises that this vehicle would be ready on a given date, the [redacted] is still at this facility -as of [redacted] no phone calls are returned by the business when we contact. A loaner car has also been refused due to the fact that the business does not have any dealer plates to be put on any vehicles at this time. No definitive answer as to when the vehicle will be ready, if and when it is actually repaired.Desired SettlementMy husband and I would just like my vehicle repaired properly and returned without any problems. If the facility is not able to repair the vehicle, then they did not fulfill their contract, we should only be responsible for the purchase of the necessary parts; or they should seek resolution to purchase the vehicle at the book value. We believe that some sort of negligence was involved in the repair - therefore, the excuses for the delayBusiness Response An invoice was created on X-XX-XX for a 2007 [redacted] w/heater-defroster problems. Upon beginning work to replace water pump, which took 3 days to arrive, it was discovered that the head gasket was also leaking. It was recommended to be replaced, owner contacted for authorization. When the 2 heads were removed they were found to be warped & had to be sent to machine shop for planing, this took an additional 3 days. The [redacted] head set took 1 week to arrive because it wasn't a 'stocked' item & had to be shipped from a warehouse. Upon reassembly it was determined that the bolts for the heads were "1 use bolts" & they had to be ordered - again not a 'stock' item & took 2 days to arrive. Two days were spent calling back and forth to [redacted] for 'timing marks' so that the 3 timing chains & cam could be precisely lined up. The customer was charged for 10 hours of labor, the book time for this job is 21.4 hours. In addition to charging 11.4 hours LESS than the job is valued at, the customer was given a [redacted] front end alignment [redacted] value and the diagnosis fee of [redacted] was also waived.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Some of what was stated was true, they made it sound like we got a real deal; truthfully, we did not get the car back until [redacted] And even when we did get home, it still did not run right! The repair shop was called, the tow truck came and did the necessary repairs, as they should have! Needless to say, the car will never be repaired there again! Their customer service was extremely poor, they did not even return phone calls! Thank you for giving us the opportunity to respond.