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King's Customs

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King's Customs Reviews (5)

The repairs were performed on Mr. [redacted]' car on the date in the complaint. The vehicle returned the next day for a transmission leak where we torqued the bolts again and the leak was gone. We let the car run for 45 min and no leaks were found. He then had someone else perform repairs on the...

vehicle, which the distributor was damaged. The throttle body is dumping gas into the crankcase of his vehicle which then overfilled the crankcase causing the crankshaft seal to leak. The crankshaft seal was never part of his original estimate, and was never repaired by our facility. We only replaced the water pump, engine oil pan gasket, and the transmission pan gasket. This leak occurred two months after the initial repair was made and after someone else had performed service to the vehicle.

In response to this Complaint , we replayed our surveillance system to the customer and saved a copy of the file for future issues that may arise. We showed the customer video footage of 6 quarts of oil being put in the oil fill port. This complaint is frivolous and unfounded. We even brought the...

car back in the garage after the customer came back,  We inspected it and found that in fact all 6 quarts we put in the Vehicle was present. The customer told us he had his mechanic put an additional 4 quarts of oil in the engine because he said it was low. When we inspected it we found not only the 6 quarts we put in it , but an Additional 4 quarts the owner had his own mechanic put in it. (Which any mechanic can tell you too much oil can cause more Damage than being low.) Then we also showed the customer that his Oil pressure gauge also was not functioning on his Vehicle and truth be told that's probably why the customer over filled it. And the customer also gave us his year , make and model when signed in before we ever touched the keys.(you can hear on our recoded Audio the customer gave us the wrong year) The customer actually told us the wrong year and we discovered he gave us the wrong year , which the proper oil filter and proper amount of oil was put in the customers engine before it ever left the premises. All Vehicles that enter the Garage/Bay area are recorded the entire time Audio & Video including the Lobby.

Initial Business Response /* (1000, 5, 2015/11/04) */
Ms. [redacted] originally arrived on Sept. 9 2015. She came in and claimed she had her car diagnosed at another facility and asked how much we charge for valve gaskets. I asked her if she meant valve cover gaskets, she seemed confused, I asked do...

you have oil leaking and getting your spark plugs wet? She said yes. I gave her a printed estimate on replacing both banks of the valve cover gaskets and spark plugs, along with an oil change. She returned a month later and dropped the vehicle off, left it for over a week, paid no money up front and picked the vehicle up on 10/16/15. When picking the vehicle up she expressed to me that it was louder than it used to be, I pulled the vehicle back in and saw there was a hole in the driver side muffler. She claimed it was not like that before she dropped it off, I gave no argument to her and told her we would take care of it. I placed an order for the muffler which has been discontinued with BMW and was on back order through our aftermarket exhaust supplier. Roughly a week after she picked the vehicle up, she came back and said that her oil was empty, the vehicle was smoking, running rough, the check engine light was on, and her oil cap was not on the engine. She had a paper towel shoved in the hole where the oil cap was. I pulled her vehicle in, she told me where the oil cap was, because she dropped it in the bumper the evening before. She told me she had to add 2 quarts to the engine at that time, the full oil capacity of her motor is 8 quarts. She put regular oil in because that was the only option she had, I changed her oil again at no charge. The engine light was on because the breather tube for the air filter had come off of the throttle body. That problem was remedied as well. I also put dye in her crankcase and explained to her that she may have another leak, which could possibly be internal. If she drove it for a few days, let the dye circulate I would be able to pin point exactly where the leak is coming from. I also explained to her the problems we were having with trying to find her a replacement muffler. A few days later she started calling the shop in a very threatening manner, stating that we didn't repair her car correctly, then accused us of not even performing any repairs at all. She then spoke with the owner, again in a very threatening manner, demanded that we produce receipts of the parts purchased to repair her vehicle. I was instructed to make copies of all parts purchased for her vehicle and black out and/or remove any of our personal information such as account numbers, place of purchase, and the cost. I gave those to her, she then accused me of making the receipts myself and had her "lawyer" on speaker phone the entire time we were discussing the receipts. She also said she took her vehicle back to BMW for a diagnosis, in which we were never shown any paperwork for either diagnosis she claims to have had, and was informed she has an internal leak at the valve stem seals. I then reiterated to her that we never replaced any internal components just the valve cover gaskets and spark plugs which her passenger side valve cover was leaking severely before our repair was made. She said she was under the impression her valve stem seals were being replaced. At no time did we ever discuss doing any other repairs other than the valve cover gaskets and tune up, which is plainly stated on her original estimate and receipt. She then continued to call the shop and the owners personal cell phone repeatedly making threats, name calling, one occasion is recorded on our voicemail until we received her muffler on 11/3/15. We invited her in for the muffler replacement, she arrived shortly after the call, again making threats, throwing keys, and making a scene the entire time the repair was being made. We have been more than cooperative with every request she has made, the repairs that she paid for were performed correctly, and any damage she claims that was done to the exhaust system has been repaired. At no time did we ever discuss replacing valve stem seals which is basically a whole engine rebuild with the cost being well over 5000.00 dollars. We only discussed the 1300.00 repair of replacing the valve cover gaskets and spark plugs.

Initial Business Response /* (1000, 5, 2015/09/09) */
Mr. [redacted] called on 08/28/15 and informed us that his vehicle stopped while driving the evening before on Grand. He had someone repairing his vehicle while we were speaking. He said that the person performing the repairs stated he needed a...

starter and a battery. He then said that he was showing no engine oil on the dipstick of his corolla and the person changing the starter said there was no drain plug in the oil pan. I sent our tow truck to pick up the vehicle and bring it to our facility. None of those repairs were performed at our facility or by any of our employees. Upon inspection of the vehicle we did find there was no drain plug in the oil pan. Mr. [redacted] was here along with 2 other gentleman that were performing the previous stated repairs on the parking lot where the vehicle was towed from. The oil pan was not stripped indicating the drain plug was either over torqued or under torqued. I installed a new drain plug with no problem and filled the vehicle with oil. We have a strict safety check in place for all services and repairs performed at our facility that is recorded under video surveillance. For every oil change performed on the premises the procedure is to drain all oil out of the pan and filter housing. When reinstalling the oil filter and drain plug, a member of management is present to be certain the oil filter is tight and the drain plug is torqued to the factory specification using a torque wrench. All excess oil is wiped clean. New oil is installed and filled to the manufacturers specified amount. The vehicle is then started and when oil pressure is achieved the vehicle is shut off and the oil level is checked and again approved by a member of management. After careful review of the video footage of Mr. [redacted]s' last visit to our facility the procedure was followed correctly just as it is on every vehicle. We informed Mr. [redacted] of that while he was here. He agreed that we were not at fault. Also, one of the 2 gentleman that were with him got an oil change done on his personal car while they were waiting. We also noticed that his vehicle had been vandalized since his last visit. There were numerous key marks all over the vehicle. He said yes, someone had tampered with the vehicle very recently before it stopped running while driving. He mentioned a females name while we were speaking and said that he bet that's what happened. He then asked for a price on an engine which was provided and then paid us to tow the vehicle to his house. If Mr. [redacted] thought we were at fault, I sincerely doubt that he would've paid for a tow, much less agreed with us that we were not at fault, nor anyone with him would've allowed us to service their vehicle. In my 15 years of shop management I have never experienced an oil drain plug coming out of someones vehicle at all, especially 10 days after service was performed.

Initial Business Response /* (1000, 7, 2015/11/16) */
There was a shipping issue from the company we ordered the lift kit from. The parts were on back order, we were told due to the fact it's not a common car that is lifted. The parts have been in for 2 weeks now. We tried to contact the customer...

numerous times with no success. We issued a refund for the labor for customer satisfaction, since no work has been performed. We can't issue a refund for special order parts, which was told to the customer at the time f purchase. The parts were 599.99 plus tax. The balance owed by the customer is 49.17 for parts only. The customer showed up last week and didn't have the balance due.

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