Kerry's Car Care, Inc.

I noticed the respondant did not mention the fact that they suggested that the truck needed a new engineThey offered no proof of the work they did They told me the sludge coild not be removedI didn't expect they would give me a refund I am satisfied that they know how unhappy I am with the service and will not recommend them to anyone

They did do there work properly on all the installed itemsThe problem is that the fuses were burnt upThey misdiagnosed the problem of the parts that I changed less then a year agoLeaving me out bucks on parts I didnt needIf they wouldve pulled the fuses for the primary ignition and secondary they wouldve have seen them to be incapable of properly workingThey denied that they pulled the fusesSince I changed the fuses I havent had any problem with stalling or rough startSame symptoms I came in for

Pictures were attached to response that we sent on 10/2/2017. Customer came in for front wheel bearings, loose and noisy, our technician inspected and advised, pictures were takenTech noted both front hubs worn out, right front lower ball joint fastener very loose, (picture shows this) right front brake backing plate touching the rotor, also documented by pictures. We cannot speak on any other work he had performed on his vehicle. We stand by our original estimate and find it ludicrous to request on initial complaint as well as having our license revoked

The customer made initial contact with us on Sept 15th, he had his vehicle towed to our facility for hard start, stalling, oil pressure gauge concern We verified concerns, and received authorization from customer @ 4:pm on 9/to proceed with repairing Replaced Oil sender,
ignition control unit, fuel pump relay, ignition coil and a oil change Our technician verified repairs and test drove vehicle The customer did not contact us about any issue until week later, on Sept @ 7:am, attached is the telephone conversation The customer never returned for additional concerns, he was told by our service advisor that there would be no charge, that we honor our repairs He came to the office the following week with our invoice and asked about our repair procedure, we told him we would pull his paper work and get back to him in a few days, he said that was fine because he was working nights The customer returned and we explained that all repairs were needed, he was given the parts from the initial repair to return to his mechanic in California to get some reimbursement We explained that our work carried a warranty, however he wanted a refund for work and parts that corrected his concern We can't refund a customer for work done properly and in accordance with industry standards We again explained that if the parts we replaced failed, he would be covered no charge If there is any other information needed please feel free to contact us at ***.Thank youAnn M***

The sequence of events certainly didn't start by condemning the engine, we offered an initial inspection at no cost to *** ***, at that time we found the vehicle past due on the oil change, oil was not registering on the dipstick over quarts low and the tray showed the oil to be very dark. Our Service adviser advised the customer and she authorized the Oil Change as well as the BG MOA/Quick clean to help clean the engine internals due to past due on LOF, low on oil and dark oil. We performed maintenance that was needed, that cost was 81.93. pulling the dip stick and seeing fresh oil is proof that the oil change was done. In reference to the diagnostics , the vehicle had several codes that our technician followed the proper procedure to isolate the customers concerns, replacing spark plugs was not going to correct the left bank not operating, we would not of been serving the customer any assistance to just start changing parts. The codes and the vehicles running condition warranted the possibility of internal engine failure. We are at a disadvantage being we have not seen or been presented the latest repair bill to view and determine if the parts that were changed were in anyway related to the failures we notated. If the customer would like to provide us with the last repair billing, I would consider a possible refund for the diagnostics, should the repair bill correlate with what we identified. The oil change was needed and is easy enough to prove. If she is interested in that option please have her contact myself @ ###-###-#### Ann M***, General Mgr

We cannot issue a refund for parts and service that was authorized by the customer prior to any work being performed. Mr*** only questioned this repair in hindsight after talking to the mechanic that did the work prior, he was given the failed parts and stated that he would obtain credit for the failures from the mechanic that performed the work in California. We are at a disadvantage as his previous repair documentation was never presented to us , and he requested and took the failed parts we have no recourse. I have attached the repair bill that indicates his verbal authorization, and we can if needed send his voice via phone approval if necessary. We also have no written or verbal communication with the mechanic or repair facility that had originally made the repairs on Mr***'s vehicle initially, I personally asked for the repair facilities contact information to offer him some help and he declined to give even a name of phone number. We always do everything we can to assist our customers', we asked him to return, he did not, we asked for the prior repair information, he didn't give it to us. As a business we have processes that we must adhere to and documentation that we are responsible for, we have not been given any written record or the ability to verify his accusations. Should there be any other questions please feel free to contact us

Mrs*** Thank you for allowing myself and my staff resolve the issue that you had last weekI can understand the frustration that you were feeling with the events that transpiredOnce removed the old regulator was bad and was failing, as you mentioned over
the phone it also had a pause this was due to the motor having been worn and weakWe do test all four windows during each and every Preventive Maintenance Inspection and in an unfortunate event yours did not go back upAgain Thank you for your patience during this process if you have any other concerns please feel free to call me at ###-###-####

We have attached pictures of the wheel hubs, our estimate was for replacement of the wheel hubs and wheel bearings on the front of the vehicle, this job requires R & I of steering knuckles and replacement of worn or damaged parts. We are obligated to perform complete and proper
repairs. Perhaps MrP*** was only looking for a partial repair, the pictures attached show the need for repairs to keep his vehicle safe and reliable. Mr P*** came to our store with a concern of front wheel bearings, loose and noisy. The pricing maybe of surprise to MrPairette, the quoted amount of parts/labor is in accordance with industry standard for OE parts and labor. We have been in business since and pride ourselves on proper repairs as well as integrity. Thank youAnn Marie M***43rd Ave General Mgr

In response to *** ***'s request for a refund. We will not issue a refund, we performed a needed oil change with MOA/Quick Clean, customer authorized. Our technician noted the oil was very dark and not registering on the dip stick, over quarts low and over miles since
possible last LOF. Customer's concern was the vehicle running rough and check engine light on, our technician verified the complaint, finding the left side of the engine not operating, vehicle was barely running with only the right side. Customer authorized Level diagnostics for the C.E.Land running on right side only. Technician troubleshot codes, vehicle had codes, Cam timing at rd -degrees, confirmed the computer is trying to operate it but too far out of range, tested both cam sensors, test ohm readings on both VCT solenoids & manual control, both electrically ok, when cleaning codes *** & *** instantly return, all others returned a few minutes after. Engine running on right bank only. Relative compression tested all left bank failed, spits through intake on cold start. Cam phaser possible failure, timing chain may have jumped as well, possible internal engine failure on left bank. Customer declined any further repairs. The charges for the Oil Change and Inspection were complete and thorough. There are no monies due back or warranted

pictures were not included on my copy of business responseAny pictures are not of my vehicleOne side had just been replaced the day before I took it to Kerry Car Care for estimatedThe replacement is bearings onlyI did not ask for any repairs but thatFake paperwork is not an answerI have receipts for work done on passenger side the day before, including all partsTo state that both sides were bad is an outright liethis is a rip off and license needs revoked

[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Steven R***
I was compensated for the inconvenience and for the repairs to my vehicleI am happy with the companies timely resolution to my issue

This is Chris with Kerry's Car Care, Mr, R*** had communicated with one of my service advisers, which was unaware of the distance that the customer was from the shop when he was trying to cover our shops warrantyWhen I had contacted Mr, R*** later that day he informed me of his
location and because of that he was authorized to get the repairs done at another shopCustomer was reimbursed for the repairs that he had to receive at the dealership. V/rChris