Karns Automotive Center

This is the correct story and reply from Karns Automotive for the above complaint; The customers vehicle was dropped off to us on November 18th for random misfires, without an appointmentOrdinarily this would not be an issue with us, but we were booked
up for that week and the week after our approaching thanksgiving vacation (Nov - 29). The customer was informed at that time that we would do everything in our power to accommodate him and he did not seem to have an issue. The following day, one of our technicians performed a compression test on the vehicle and found low compression on cylinders. He also noted that a timing belt service seemed to have been performed recently as there was a sticker under the hood indicating such. In past experiences we have noted that bent/damaged valves can result from an improperly installed timing belt and this was supported by the results of the compression test. Due to our backlog, lead time on ordering/receiving the valves, and our upcoming vacation we informed the customer that it would be some time before we would be able to repair his vehicleHe was never told that it would be done “later that day” as valve replacement involves tearing down the engine, commonly days worth of workAgain, customer was informed of the issues with his vehicle and was given the option of taking the vehicle then, before the vacation started, as it could be stuck there for weeksThe customer declined and asked that we get the parts on orderHe was verbally quoted $1500, plus the cost of valves, at that timeThere is no way to inspect the valves externally and often we can save some money for the customer by only replacing the ones damagedOver vacation, one of our technicians offered to come in and begin disassembly of the vehicleUpon disassembly, the technician found that the Bank #camshaft was broken and that the cylinder head was unusable. This type of damage generally has options: 1) Procure cylinder heads at additional part cost and lead time (+$1200-$1500, and weeks to receive parts and machining, if required) 2) Replace engine assembly for approximately the same cost but a better warranty and one week lead time to receive the partAfter returning from vacation we realized that we also had a 3rd option. We were scheduled during early-mid December to replace an engine in a similar vehicle for a different issue (worn crankshaft bearings) and that the cylinder heads from the engine replaced would be serviceable. We offered these heads to the customer FREE OF CHARGE due to the extended wait timeThe customer was in constant contact during this time-frame, often calling 3-times per day even though there was no other recourse than waiting for the other customer to drop off her vehicle or pay for the parts required to complete prior mentioned options #or #After completing the engine replacement on December 14th and disassembling the used engine on Dec 16th the customer was informed that we would start the head replacement on Saturday Dec 19th. He was most definitely not told to pick up the vehicle that day as we are closed on weekends, a fact that is clearly stated on our front door. We again volunteered to come in on a day off to complete this repair and to attempt to accommodate him. On Dec 21st we informed the customer that his vehicle was complete and that we had matched the original estimate for valve replacementHe brought his brother who demanded that we give him an additional discount for the time that it took. Being that we took on additional unscheduled work, gave him parts worth over $1100, matched our original estimate that would have been higher due to replacement valves and told him that we needed the vehicle for weeks from the beginning, that simply was not possible, and is probably why this vindictive, slanderous complaint was filed. In short, we took in an unscheduled, very broken vehicle that we didn't have time for but did our best to accommodate and stated as suchWe told the owner from the outset that we were booked and due to the nature of the repair that there would be scheduling conflicts. We have outstanding technicians that worked part of a vacation and weekends to better service said customer. When, through no fault of ours, the damage was determined to be far more extensive than quoted initially we GAVE him the parts required when they became available, and MATCHED the original quoteWe saved the customer THOUSANDS over a dealership repair. Aside from a vacation and weekends we maintained communication the entire time his vehicle was with us. We bent over backwards for this customer and aside from giving him the keys to the shop or buying him a new vehicle there was nothing more we could have doneHis vehicle is running fine as of this date and I do not unterstand what else we could have done to please him with out a bill twice the amountI guess it doesn't pay to try and save the customer money and do the right thingDan Karns Karns Automotive ** *** *** ** *** ** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** ** *** *** ***

Review: I dropped my car off at Karns on November 18, 2015 for a misfiring valve. Each time I would call and check on the status, a female would say it would be done later that day, then on my way to pick it up, a male would say the car would be ready the next day. This was going on at least once a week for almost a month until I showed up to get a straight answer. Jeff (the owner) showed me the vehicle, what all was left to be done, and promised that it would be done by the next day, December 18. On December 18, the vehicle was still not ready. Another male staff member was there, explaining that the car was more complicated than what was first thought, and they were trying to find the most economically friendly way to get the job done for me. He also stated that if I had voiced my concerns on not having a vehicle sooner, they would have coordinated with me to pay for a rental car (this was never mentioned before).This worker also stated that he will stay and finish up on the car, and Jeff will finish up on the car so that it will be ready the next day by noon. December 19 comes around and they were closed the entire day! So much for good customer service! All I needed was my car fixed and honest communication. Every attempt made on my end, resulted in the workers of Karns, including the owner Jeff, giving me the run around. Being located right outside of a military installation with plenty of young sailors, I would have expected better communication, and consideration for the type of customers they advertise to. Not this shady run around and blatant lying to the customer.

Business

Response:

This is the correct story and reply from Karns Automotive for the above complaint; The customers vehicle was dropped off to us on November 18th for random misfires, without an appointment. Ordinarily this would not be an issue with us, but we were booked up for that week and the week after our approaching thanksgiving vacation (Nov 21 - 29). The customer was informed at that time that we would do everything in our power to accommodate him and he did not seem to have an issue. The following day, one of our technicians performed a compression test on the vehicle and found low compression on 2 cylinders. He also noted that a timing belt service seemed to have been performed recently as there was a sticker under the hood indicating such. In past experiences we have noted that bent/damaged valves can result from an improperly installed timing belt and this was supported by the results of the compression test. Due to our backlog, lead time on ordering/receiving the valves, and our upcoming vacation we informed the customer that it would be some time before we would be able to repair his vehicle. He was never told that it would be done “later that day” as valve replacement involves tearing down the engine, commonly 2 days worth of work. Again, customer was informed of the issues with his vehicle and was given the option of taking the vehicle then, before the vacation started, as it could be stuck there for weeks. The customer declined and asked that we get the parts on order. He was verbally quoted $1500, plus the cost of valves, at that time. There is no way to inspect the valves externally and often we can save some money for the customer by only replacing the ones damaged. Over vacation, one of our technicians offered to come in and begin disassembly of the vehicle. Upon disassembly, the technician found that the Bank #2 camshaft was broken and that the cylinder head was unusable. This type of damage generally has 2 options: 1) Procure cylinder heads at additional part cost and lead time (+$1200-$1500, and 2 weeks to receive parts and machining, if required) 2) Replace engine assembly for approximately the same cost but a better warranty and one week lead time to receive the part. After returning from vacation we realized that we also had a 3rd option. We were scheduled during early-mid December to replace an engine in a similar vehicle for a different issue (worn crankshaft bearings) and that the cylinder heads from the engine replaced would be serviceable. We offered these heads to the customer FREE OF CHARGE due to the extended wait time. The customer was in constant contact during this time-frame, often calling 3-4 times per day even though there was no other recourse than waiting for the other customer to drop off her vehicle or pay for the parts required to complete prior mentioned options #1 or #2. After completing the engine replacement on December 14th and disassembling the used engine on Dec 16th the customer was informed that we would start the head replacement on Saturday Dec 19th. He was most definitely not told to pick up the vehicle that day as we are closed on weekends, a fact that is clearly stated on our front door. We again volunteered to come in on a day off to complete this repair and to attempt to accommodate him. On Dec 21st we informed the customer that his vehicle was complete and that we had matched the original estimate for valve replacement. He brought his brother who demanded that we give him an additional discount for the time that it took. Being that we took on additional unscheduled work, gave him parts worth over $1100, matched our original estimate that would have been higher due to replacement valves and told him that we needed the vehicle for weeks from the beginning, that simply was not possible, and is probably why this vindictive, slanderous complaint was filed. In short, we took in an unscheduled, very broken vehicle that we didn't have time for but did our best to accommodate and stated as such. We told the owner from the outset that we were booked and due to the nature of the repair that there would be scheduling conflicts. We have outstanding technicians that worked part of a vacation and weekends to better service said customer. When, through no fault of ours, the damage was determined to be far more extensive than quoted initially we GAVE him the parts required when they became available, and MATCHED the original quote. We saved the customer THOUSANDS over a dealership repair. Aside from a vacation and weekends we maintained communication the entire time his vehicle was with us. We bent over backwards for this customer and aside from giving him the keys to the shop or buying him a new vehicle there was nothing more we could have done. His vehicle is running fine as of this date and I do not unterstand what else we could have done to please him with out a bill twice the amount. I guess it doesn't pay to try and save the customer money and do the right thing. Dan Karns Karns Automotive [redacted]