Kerry's Car Care, Inc.

In response to [redacted]'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 2 quarts low and over 14000 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 4 diagnostics for the C.E.L. and running on right side only.  Technician troubleshot codes, vehicle had 7 codes, Cam timing at rd -55 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 [redacted] & [redacted] 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.

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 Mr. P[redacted] was only looking for a partial repair, the pictures attached show the need for repairs to keep his vehicle safe and reliable.  Mr P[redacted] came to our store with a concern of front wheel bearings, loose and noisy.  The pricing maybe of surprise to Mr. Pairette, the quoted amount of 1929.83 parts/labor is in accordance with industry standard for OE parts and labor.   We have been in business since 1993 and pride ourselves on proper repairs as well as integrity.  Thank youAnn Marie M[redacted]43rd Ave General Mgr

The sequence of events certainly didn't start by condemning the engine, we offered an initial inspection at no cost to [redacted], at that time we found the vehicle past due on the oil change, oil was not registering on the dipstick over 2 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[redacted], General Mgr.

This is Chris with Kerry's Car Care,   Mr, R[redacted] 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 warranty. When I had contacted Mr, R[redacted] later that day he informed me of his...

location and because of that he was authorized to get the repairs done at another shop. Customer was reimbursed for the repairs that he had to receive at the dealership. V/rChris

We cannot issue a refund for parts and service that was authorized by the customer prior to any work being performed.   Mr. [redacted] 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. [redacted]'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.

They did do there work properly on all the installed items. The problem is that the fuses were burnt up. They misdiagnosed the problem of the parts that I changed less then a year ago. Leaving me out 1000 bucks on parts I didnt need. If they wouldve pulled the fuses for the primary ignition and secondary they wouldve have seen them to be incapable of properly working. They denied that they pulled the fuses. Since I changed the fuses I havent had any problem with stalling or rough start. Same symptoms I came in for

Mrs. [redacted]       Thank you for allowing myself and my staff resolve the issue that you had last week. I can understand the frustration that you were feeling with the events that transpired. Once 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 weak. We do test all four windows during each and every Preventive Maintenance Inspection and in an unfortunate event yours did not go back up. Again Thank you for your patience during this process if you have any other concerns please feel free to call me at ###-###-####.

They did do there work properly on all the installed items. The problem is that the fuses were burnt up. They misdiagnosed the problem of the parts that I changed less then a year ago. Leaving me out 1000 bucks on parts I didnt need. If they wouldve pulled the fuses for the primary ignition and secondary they wouldve have seen them to be incapable of properly working. They denied that they pulled the fuses. Since I changed the fuses I havent had any problem with stalling or rough start. Same symptoms I came in for

I lived with a roommate about 5 years ago who did not have a car. My roommate received a free oil change from Kerry's car care coupon in the mail, he gave the coupon to me and offered to go into Kerry's car care with me if needed. I didn't want to bother my roommate so I went into Kerry's car care to see if I could indeed really get this free oil change, or would I need to bring in my roommate who's name is on the coupon. After about 10 minutes of being in the shop waiting to see the manager to find out what I would need to do, a man finally came out to greet me, he looked at the coupon and tore it up right in front of me, I asked him is there a higher manager that I could talk to about this? and he said ya, God. I then asked him if he was Kerry himself and he said yes, I own this shop and that my roommate should never have received the coupon in the mail in the first place because we live in an apartment, not a house. I was so angry that day about the way I was treated. This business had a low Revdex.com rating back then about 5 years ago and I filed a complaint with the Revdex.com as well and it was never resolved. I just want to write this review because out of all my years of shopping and getting my car fixed, etc.. this is the only business that I will never forget about how they treated me. I still remember and will go out of my way to give this business negative reviews forever. The coupon was a ploy to get people to their shop so that they can find other things wrong with your vehicle and try to get you to pay to fix those other things. I told them at the time that I only want the oil change and that's when everything went south with these guys.

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 @ 4:20 pm on 9/15 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 1 week later, on Sept 23 @ 7:14 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 [redacted].Thank you
Ann M[redacted]

We cannot issue a refund for parts and service that was authorized by the customer prior to any work being performed.   Mr. [redacted] 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. [redacted]'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.

I lived with a roommate about 5 years ago who did not have a car. My roommate received a free oil change from Kerry's car care coupon in the mail, he gave the coupon to me and offered to go into Kerry's car care with me if needed. I didn't want to bother my roommate so I went into Kerry's car care to see if I could indeed really get this free oil change, or would I need to bring in my roommate who's name is on the coupon. After about 10 minutes of being in the shop waiting to see the manager to find out what I would need to do, a man finally came out to greet me, he looked at the coupon and tore it up right in front of me, I asked him is there a higher manager that I could talk to about this? and he said ya, God. I then asked him if he was Kerry himself and he said yes, I own this shop and that my roommate should never have received the coupon in the mail in the first place because we live in an apartment, not a house. I was so angry that day about the way I was treated. This business had a low Revdex.com rating back then about 5 years ago and I filed a complaint with the Revdex.com as well and it was never resolved. I just want to write this review because out of all my years of shopping and getting my car fixed, etc.. this is the only business that I will never forget about how they treated me. I still remember and will go out of my way to give this business negative reviews forever. The coupon was a ploy to get people to their shop so that they can find other things wrong with your vehicle and try to get you to pay to fix those other things. I told them at the time that I only want the oil change and that's when everything went south with these guys.

I have recently had an extremely negative experience in customer service with Kerry's Car Care at the following newer location: 25175 N. 67th Ave, Phoenix, AZ 85083. On Thursday evening (7/2/16), around 5:45-6pm, I pulled into the parking lot of this auto shop with a transmission that was "slipping gears". The representative who completed the intake was Jason Graham. After an initial check to ensure it was the transmission, Jason explained I had a total of 3 options. Due to my financial restraints, I explained (after contacting my Cadillac liaison, Tony Grova, for advice) that I would be looking for a used transmission with the range of 100,000-150,000 miles. Considering it was after 6pm, at this point, Jason explained that he would see if he could locate any used transmissions that day (7/2/16), but that it would be unlikely that anyone was still open; therefore, he stated that he would l let me know the following day of his findings (7/8/16). I agreed and a representative drove me home, approximately 1/8 of a mile down the road. I did not receive any calls from any representatives from Kerry's Car Care on 7/8/16. I assumed they were diligently searching for a viable option within my price range, which I clearly stated could be not much greater than $2000 in total, which I knew included labor of approximately $1200. On Saturday (7/9/16), I finally contacted Kerry's Car Care around 2:30pm, after zero follow up on the company's end, and spoke with another gentleman (I believe his name was "Bobby"). I found that my car keys were still in my purse, which is what spurred my call, as I realized it was impossible that they had been working on it at all, since Thursday (7/7/16). When I explained the situation to the representative on Saturday, he did not offer an apology or ask to pick up my keys, just stated that Jason had apparently placed my ticket "on hold", which was NEVER discussed. I fully anticipated and requested a follow up on Friday (7/8/16). Jason did have two separate used transmissions noted, one with 30,000 miles and one with 31,000 miles, both of which were over $1500. However, he had documented that he attempted to contact me on three separate occasions on 7/8/16, which is NOT the case. I verified that Kerry's Car Care had the correct mobile number for me (as I do not have a land line), and he stated that Jason was on vacation....but he would call him and then promptly update me on the status. I did not receive a call back, at all. I did not receive a call on Sunday, 7/10/16, either. At this point, I rescheduled ALL of my meetings Mon-Wed, as I was uncertain when my vehicle would be fixed. As an independent business owner, I travel throughout the Valley to several meetings. On Monday (7/11/16), I once again gave Kerry's Car Care the benefit of the doubt and assumed they were working on finding better options, as it was the beginning of the business week. No call. I called the shop at 6:45pm on 7/11/16 (it closed at 7pm), to find that no progress was made on any other transmission options and no updates were available. I was told that they could arrange to finally have my car keys picked up from my house on the morning of 7/12/16. I agreed to this. I contacted Kerry's Car Care on Tuesday morning (7/12/16) at 6:45am and briefly spoke with Chris Schulze...the site manager, and explained my frustrations at my patience being taken advantage of at this point. No apologies or acknowledgement of the gross neglect in ANY professional customer service follow up. I explained that my car keys would be in an ivory envelope under my front door mat, as I would be on conference calls for the morning, and available for a follow up after 11am. I received a call from Jason Graham at 1:24pm, which lasted 18 minutes. This was the most harassing and disturbing customer service call I have ever encountered. Jason absolutely refused to admit his mistake in follow up, documentation on my vehicle's service ticket, and his lack of overall customer service. He spent the majority of the 18 minutes arguing with me, stating that he discussed the two transmissions with me on Thursday (7/7/16), which is NOT the case. It was too late for anything to be open, as he stated on that Thursday evening and the Saturday representative (Bobby?) had informed me that Jason had time stamped the used transmission findings on Friday (7/8/16), in addition to documenting false claims of attempting to reach me via telephone three times. Then he agreed that he did not have this discussion on Thursday and was emphatically recalling a fictitious conversation that he claimed we had, at length, on Friday (7/8/16). I could not believe it. He stated that Chris Schulze had called him, while on vacation, on Saturday to ask what was going with my 2005 Cadillac CTS and he informed Chris that he covered this all with me on Friday....WHICH NEVER HAPPENED. He then kept asking, "you don't remember this, Melanie?", which was an insult to my intelligence. I clearly know that I would not be frustrated if follow up had occurred and I am certain he would have noticed that I inadvertently took my car keys with me on Thursday evening. Which was never mentioned. He then quoted me $2400, which was $400 to expensive for me. As I continued to refuse his claims that we spoke on Friday (7/8/16), he then stated, "You know what, Melanie? Just come get your keys. Come get your key. I am not doing this with you.". At this point, I completely reduced to tears from sheer stress and frustration that a customer service individual was treating me so poorly and out right lying about his actions, in an effort to simply take responsibility for a mistake in follow up. I asked how he expected me to obtain my keys, without a car. He said he will "drop them off" to me. Then I asked what I would do with my keys and no car. He then began back pedaling and quoted me $2100 and mentioned the name AAMCO. In tears, I stated I would be contacting AAMCO and would call him back with my decision. He offered to call for me and pretend to be a customer, but at this juncture, I had lost all trust in this company and anyone representing it. I contacted the AAMCO (Glendale, AZ location) and received a quote to rebuild my transmission and a payment plan option within 10 minutes and a promise to have it done no later than this Friday (7/15/16). I am so grateful for AAMCO's professionalism and respect towards me as a consumer. In the meantime, I downloaded my Verizon Wireless phone log, and there was NO COMMUNICATION OUTGOING, INCOMING, OR VOICEMAIL FROM KERRY'S CARE CARE. I felt validated that I did not allow myself to be manipulated into believing that an extended service conversation occurred, according to Jason Graham. I called him back, explained that I found black and white proof that I was telling the truth, and told him that his behavior and mistreatment towards me was unacceptable and that he blatantly defended a false claim to me and lied to his own supervisor (Chris Schulze), who he stated called him for clarification on 7/9/16. Kerry's Car Care had my CTS towed to AAMCO around 3:30pm, since AAMCO notified me of its arrival. This experience was extremely insulting to my intelligence and sensibilities. I have never encountered such an extreme disregard for customer service, in the sole interest of avoiding taking blame for a series of simple mistakes. I have little to no respect for Kerry's Car Care, as I was left without transportation for approximately 5 days, minus any follow up initiated on their end. I would greatly appreciate that this issue be addressed, as I cannot believe the audacity of Jason Graham in attempting to manipulate my memory of events that NEVER occurred, which I can prove. I realize this is a long statement, but I do not want a single detail to be missed. This complaint was filed after my vehicle was no longer on the premises, as the distrustful nature of the employees did not make me feel my vehicle was safe, if it was reported before it was transferred to AAMCO.

I responded to a direct mail advertising "The dealership alternative." I had my wife take in our Toyota Highlander for a simple oil and lube with tire rotation per the advertisement.

To support the lady regarding taking advantage of a woman, she picked up the car and the tech told her they did not rotate the tires because "they look like they don't need the rotation". Further, they did not reset the oil change alert on the dash. They kept the car all day and we had to wait for it near closing time.

I responded to their customer satisfaction survey mailed to me and cited the above. Did NOT get a response from the business. So much for the 100% customer service guarantee.

They work on your car and then you need more stuff done and you have to pay more money to get your auto running right. Took my mother's van there for a routine front end alignment and oil change, should have cost about $100.00. $343.00 later the alignment and oil change were done only for us to get her van back and after driving it home, it wouldn't even start. Took it back and of course this time she had to spend $1200.00 to get it fixed so it would "run like new". Well that didn't happen! We took it back 5 times and supposingly they did more work to it and "didn't charge us for parts or labor". And it still didn't run right. Each time we took it back they found something wrong and each time we got it back it still ran very poorly! The last time (5th time)we took it back they found "SOMETHING ELSE" wrong with it and wanted to charge us! At this point NO WAY WERE WE GOING TO LET THEM "FIX SOMETHING" ELSE! Her van ran great prior to taking it to Kerry's! While Rob (the manager) "tried" to be accommodating, I feel he just was patronizing us so he looked like the "good guy".

I don't know how you can take a car somewhere like this, spend $1500.00 on it and then have it run like crap when you get it back 5 different times. Rob kept trying to tell us that her van had "a lot of issues". Well it didn't have any of those "issues" before we took it there for a front end alignment.

They work on your car and then you need more stuff done and you have to pay more money to get your auto running right. Took my mother's van there for a routine front end alignment and oil change, should have cost about $100.00. $343.00 later the alignment and oil change were done only for us to get her van back and after driving it home, it wouldn't even start. Took it back and of course this time she had to spend $1200.00 to get it fixed so it would "run like new". Well that didn't happen! We took it back 5 times and supposingly they did more work to it and "didn't charge us for parts or labor". And it still didn't run right. Each time we took it back they found something wrong and each time we got it back it still ran very poorly! The last time (5th time)we took it back they found "SOMETHING ELSE" wrong with it and wanted to charge us! At this point NO WAY WERE WE GOING TO LET THEM "FIX SOMETHING" ELSE! Her van ran great prior to taking it to Kerry's! While Rob (the manager) "tried" to be accommodating, I feel he just was patronizing us so he looked like the "good guy".

I don't know how you can take a car somewhere like this, spend $1500.00 on it and then have it run like crap when you get it back 5 different times. Rob kept trying to tell us that her van had "a lot of issues". Well it didn't have any of those "issues" before we took it there for a front end alignment.

I responded to a direct mail advertising "The dealership alternative." I had my wife take in our Toyota Highlander for a simple oil and lube with tire rotation per the advertisement.

To support the lady regarding taking advantage of a woman, she picked up the car and the tech told her they did not rotate the tires because "they look like they don't need the rotation". Further, they did not reset the oil change alert on the dash. They kept the car all day and we had to wait for it near closing time.

I responded to their customer satisfaction survey mailed to me and cited the above. Did NOT get a response from the business. So much for the 100% customer service guarantee.

I was in there a couple weeks ago to get an air intake diagnosis. They charged $106.00 just to do a diagnostics. Then they proceeded to tell me it would cost over $800.00 to fix it. And they were not willing to work with my on payment in anyway. I went somewhere else and they charged me barely even half of what Kerry's was trying to charge and they were willing to work with me on payment. Kerry's overcharges and I will not be going back there.