Knudsen's Auto Specialists

Knudsen's Auto Specialists is responding to a submitted complaint from a customer. [redacted] did in fact have a ford mustang repaired at our repair center. Knudsen's was not aware of any issues with the repair as the customer did not contact us to have the car looked at. [redacted] did call and say...

that there had been a issue with the cars fuel injector o rings and that he had taken it to ford to have it repaired and that ford said we had installed or possibly tore them on installing and that he wanted to be refunded for the repair. Knudsen's explained to [redacted] that we were not able to look at the car to see if  we had caused the issue so we could not refund his money, However at that time [redacted] was told that if he would get all his documents together including statements from the  (certified technician) and the service manager handling the inspection of the car and bring them to Knudsen's before he authorized any repairs we would see if we caused any issue and if so what we could do to help. Knudsen's ([redacted]) heard nothing more from [redacted] for about 10 to 12 days. [redacted] then called Knudsen's and told [redacted] that the repair on his car was now a $5000.00 dollar repair, That we repaired wrong and Ford had to redo and he wanted all his money refunded from Knudsen's or legal action would follow.  [redacted] was again advised that Knudsen's was not even aware of the car having a warranty issue and until we could see what happened as he was told before we were not able to refund his repair cost. Knudsen's or [redacted] heard nothing further from [redacted].                 

Thank You

I have reviewed complaint [redacted].

Knudsen's stand on Mr. [redacted]s complaint is very simple. We did in fact perform repairs on Mr. [redacted]s vehicles. We do not have records of the number of vehicles he mentioned. Knudsen's did perform repairs or performed inspections on 4 vehicles for Mr.[redacted].

Knudsen's performed a vehicle inspection on a ford mustang for Mr. [redacted] on 07/08/2013

The car failed a chemical block test, indacating internal gasket or mechanical failure. Mr. [redacted] was advised in writing the repair would start at 1500.00 dollars depending on the findings once taken apart and inspected. After removing the cylinder heads and inspecting for needed repairs a valve job was required along with other needed parts to re-assemble. Gaskets, air tube, hoses, oil filler cap and all required fluids. Once the car was repaired and could be operated/tested without overheating Mr. [redacted] was advised the car had a aftermarket or incorrect electric fan on the car (was a pusher single speed) car should have a dual speed puller fan. he was also advised that the cars temprature was measured with a external gauge and was operating at 210 degrees and the cars temp gauge inside was operating a little off. (written on his invoice)he picked the car up 07/12/2013. Mr. [redacted] returned on 07/15/2013 asked that Knudsen' install a "used" electric fan assembly he had purchased, As a courtesy Knudsens did so only charging for a fan connector that was burnt beyond repair. No labor charge. Mr. [redacted] then returned on 07/18/2013 stating he had taken the car to Ford and was advised there was a wire harness issue causing fuses to blow and that the harness that goes under the intake manifold was the cause. We had to remove the intake manifold to perform the valve job so we inspected the car and found that there was no issue with the harness he had mentioned and in fact we inspected the issue and found it was a wire harness at the transmission (Knudsen's did not work on the transmission) we took pictures for Mr. [redacted] and in fact repaired the issue as a courtesy (NO charge) and explained we did not understand what Ford was reffering to but we repaired the problem. Mr. [redacted] returned again on 07/25/2013 saying his ac in the car was not working? We inspected the ac system for him and found a hole in one of the ac hoses. We advised and Mr. [redacted] purchased the hose and brought it to Knudsen's to have it installed. Knudsen's installed the hose and performed evac and recharge with 2.13 lbs of freon and ac oil for Mr. [redacted] at no cost as a courtesy to Mr. [redacted]. This was the last time Kudsen's performed any type of repair to Mr.[redacted]s cars. Knudsens was not even informed there was an issue with the mustang untill a phone call in april. Mr. [redacted] at that time said the car was at ford being repaired and he felt Knudsen's was responsable for the needed repairs and was asking for restitution. Mr. [redacted] was informed that we didnt even inspect the car to see if it was a condition covered by warranty there for there would be no restitution. That was the last time Knudsen's was in contact with Mr. [redacted]. Mr. [redacted] is aware if you purchase a product from [redacted], you can't take it to a different retailer for warranty.

Thank You

[redacted]

06/05/2014

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, it appears someone other than

[redacted] Knudsen wrote the response and did so without taking time to read the

complaint or comprehend it. If you read the complaint and then this response,

it's obvious that the person didn't really show much concern or effort to

respond and address the issues one by one or even correctly, nor did the person

present any details to support their side. The facts are being completely

twisted and all one must do is read my original complaint and then the business

response, which not only indicates how seriously incapable of handling this

matter the business has been from the start, but it also shows how little

effort was spent on writing skills and grammar, on the part of the person who

responded on their behalf. If a person isn't going to take the time to write

with proper grammar, indicating at least a high school education level, then

how can they be taken seriously as for calling themselves professional in any

field? Unfortunately, this page does not allow for me to revert to the response

while writing this reply, or I would just sit here and pick it apart piece by

piece. I don't think I really need to, as their response has already spoken

loudly and accomplished as much for me, in that it lacks any factual basis or supporting

information to the issues, while it twists my original statements out of

context,and thereby changes their meaning.                                              

I find it

offensive that after having stated my case, the business isn't willing to at

the least, take the time to respond in person or with knowledge that would

indicate the personal responsibility this deserves, or the correct information

and pathology to correctly state the cronological order in which they happened

or even what the events were. One example I will use, is the way their response

tries to make it appear as if I were claiming the sum of $5,000 in repairs for

the Ford Mustang, when in fact, I actually stated that this was for not only

the Ford Mustang, but for the fact that this business failed to correctly

repair and adjust the brakes on all seven of our other vehicles, including the

motor home, which resulted in a very serious and life threatening event which

nearly killed my family, yet they were unable to correct the problem when given

another chance and as result, I was forced to seek professional brake repair

service for all of these vehicles at additional expense. As for the Ford

Mustang, it was brought to [redacted] Knudsen's attention more than once after he

released the car to us, and he continued to display anger and hostility in his

face to face customer treatment to us when we were in his office. He continued

to hold us in a verbally aggressive manner and we had to listen to his

"Know it all" mouth, rather than him listening to the customers. He

refused to treat my 84 year old father with the common respect and decency he

deserves and continued to charge him more money for things when we brought the

car back to him with problems. After having gone through this experience as

many times with this shop and the owner, why would anyone expect us to continue

to return again? We instead have asked for a refund of our money and were

refused. We have made reasonable requests but been answered with unreasonable

denial and a poorly formulated response.

As previously

stated, we have taken these vehicles to be repaired at further expense to us at

professional service shops that hold good titles and reputations. We have

documented evidence of what the problems were that had to be repaired after the

vehicles were taken to these shops from Knudsen's shop. We believe the evidence

speaks very loudly and in clear factual form, providing supporting details that

will compel you to believe it more likely than not, that this business owner

and his shop are responsible for the expenses we are seeking refunded for, and

that the fact that human life was jeopardized by the irresponsible service

practices they subjected us to, in and of itself is reason for greater concern.

We are not trying to seek compensation at this time for the dangers we were

subjected to in the brake failure situation, we are simply recovering the

expenses for which we are certainly entitled a refund. 

Regards,

Review: Of our 7 vehicles, Knudsen's Auto improperly repaired the brakes on all of them , even after having gone back 2-3 times for the same issues. The vehicles all ended up being taken to a shop that specializes in brakes and cost us an additional $1400 (approx) to correct in addition to what Knudsen's cost us. Then there's the issue of the mustang Knudsen's over charged us to repair, and failed to repair correctly, which is at the dealership currently being repaired for the same thing Knudsen's failed to properly correct. This is now costing us approximately $5,000. and rising. [redacted]. is denying responsibility at this time and has been notified there will be legal ramifications to ensue. The following are listed agents for the company: [redacted]

Manager [redacted]

Member [redacted] and the following is the agent for service/ lawyer: [redacted] & [redacted] ###-###-####

Phoenix, AZ [redacted]Desired Settlement: We would like our money back at the very least. If we are refunded fully for these expenses, we will be settled and the issue satisfied. We will then drop pending actions with the courts, the [redacted], the Revdex.com and [redacted], as well as PR action.

Business

Response:

Knudsen's Auto Specialists is responding to a submitted complaint from a customer. [redacted] did in fact have a ford mustang repaired at our repair center. Knudsen's was not aware of any issues with the repair as the customer did not contact us to have the car looked at. [redacted] did call and say that there had been a issue with the cars fuel injector o rings and that he had taken it to ford to have it repaired and that ford said we had installed or possibly tore them on installing and that he wanted to be refunded for the repair. Knudsen's explained to [redacted] that we were not able to look at the car to see if we had caused the issue so we could not refund his money, However at that time [redacted] was told that if he would get all his documents together including statements from the (certified technician) and the service manager handling the inspection of the car and bring them to Knudsen's before he authorized any repairs we would see if we caused any issue and if so what we could do to help. Knudsen's ([redacted]) heard nothing more from [redacted] for about 10 to 12 days. [redacted] then called Knudsen's and told [redacted] that the repair on his car was now a $5000.00 dollar repair, That we repaired wrong and Ford had to redo and he wanted all his money refunded from Knudsen's or legal action would follow. [redacted] was again advised that Knudsen's was not even aware of the car having a warranty issue and until we could see what happened as he was told before we were not able to refund his repair cost. Knudsen's or [redacted] heard nothing further from [redacted].

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all, it appears someone other than

[redacted] Knudsen wrote the response and did so without taking time to read the

complaint or comprehend it. If you read the complaint and then this response,

it's obvious that the person didn't really show much concern or effort to

respond and address the issues one by one or even correctly, nor did the person

present any details to support their side. The facts are being completely

twisted and all one must do is read my original complaint and then the business

response, which not only indicates how seriously incapable of handling this

matter the business has been from the start, but it also shows how little

effort was spent on writing skills and grammar, on the part of the person who

responded on their behalf. If a person isn't going to take the time to write

with proper grammar, indicating at least a high school education level, then

how can they be taken seriously as for calling themselves professional in any

field? Unfortunately, this page does not allow for me to revert to the response

while writing this reply, or I would just sit here and pick it apart piece by

piece. I don't think I really need to, as their response has already spoken

loudly and accomplished as much for me, in that it lacks any factual basis or supporting

information to the issues, while it twists my original statements out of

context,and thereby changes their meaning.

I find it

offensive that after having stated my case, the business isn't willing to at

the least, take the time to respond in person or with knowledge that would

indicate the personal responsibility this deserves, or the correct information

and pathology to correctly state the cronological order in which they happened

or even what the events were. One example I will use, is the way their response

tries to make it appear as if I were claiming the sum of $5,000 in repairs for

the Ford Mustang, when in fact, I actually stated that this was for not only

the Ford Mustang, but for the fact that this business failed to correctly

repair and adjust the brakes on all seven of our other vehicles, including the

motor home, which resulted in a very serious and life threatening event which

nearly killed my family, yet they were unable to correct the problem when given

another chance and as result, I was forced to seek professional brake repair

service for all of these vehicles at additional expense. As for the Ford

Mustang, it was brought to [redacted] Knudsen's attention more than once after he

released the car to us, and he continued to display anger and hostility in his

face to face customer treatment to us when we were in his office. He continued

to hold us in a verbally aggressive manner and we had to listen to his

"Know it all" mouth, rather than him listening to the customers. He

refused to treat my 84 year old father with the common respect and decency he

deserves and continued to charge him more money for things when we brought the

car back to him with problems. After having gone through this experience as

many times with this shop and the owner, why would anyone expect us to continue

to return again? We instead have asked for a refund of our money and were

refused. We have made reasonable requests but been answered with unreasonable

denial and a poorly formulated response.

As previously

stated, we have taken these vehicles to be repaired at further expense to us at

professional service shops that hold good titles and reputations. We have

documented evidence of what the problems were that had to be repaired after the

vehicles were taken to these shops from Knudsen's shop. We believe the evidence

speaks very loudly and in clear factual form, providing supporting details that

will compel you to believe it more likely than not, that this business owner

and his shop are responsible for the expenses we are seeking refunded for, and

that the fact that human life was jeopardized by the irresponsible service

practices they subjected us to, in and of itself is reason for greater concern.

We are not trying to seek compensation at this time for the dangers we were

subjected to in the brake failure situation, we are simply recovering the

expenses for which we are certainly entitled a refund.

Regards,

Business

Response:

I have reviewed complaint [redacted].

Knudsen's stand on Mr. [redacted]s complaint is very simple. We did in fact perform repairs on Mr. [redacted]s vehicles. We do not have records of the number of vehicles he mentioned. Knudsen's did perform repairs or performed inspections on 4 vehicles for Mr.[redacted].

Knudsen's performed a vehicle inspection on a ford mustang for Mr. [redacted] on 07/08/2013

The car failed a chemical block test, indacating internal gasket or mechanical failure. Mr. [redacted] was advised in writing the repair would start at 1500.00 dollars depending on the findings once taken apart and inspected. After removing the cylinder heads and inspecting for needed repairs a valve job was required along with other needed parts to re-assemble. Gaskets, air tube, hoses, oil filler cap and all required fluids. Once the car was repaired and could be operated/tested without overheating Mr. [redacted] was advised the car had a aftermarket or incorrect electric fan on the car (was a pusher single speed) car should have a dual speed puller fan. he was also advised that the cars temprature was measured with a external gauge and was operating at 210 degrees and the cars temp gauge inside was operating a little off. (written on his invoice)he picked the car up 07/12/2013. Mr. [redacted] returned on 07/15/2013 asked that Knudsen' install a "used" electric fan assembly he had purchased, As a courtesy Knudsens did so only charging for a fan connector that was burnt beyond repair. No labor charge. Mr. [redacted] then returned on 07/18/2013 stating he had taken the car to Ford and was advised there was a wire harness issue causing fuses to blow and that the harness that goes under the intake manifold was the cause. We had to remove the intake manifold to perform the valve job so we inspected the car and found that there was no issue with the harness he had mentioned and in fact we inspected the issue and found it was a wire harness at the transmission (Knudsen's did not work on the transmission) we took pictures for Mr. [redacted] and in fact repaired the issue as a courtesy (NO charge) and explained we did not understand what Ford was reffering to but we repaired the problem. Mr. [redacted] returned again on 07/25/2013 saying his ac in the car was not working? We inspected the ac system for him and found a hole in one of the ac hoses. We advised and Mr. [redacted] purchased the hose and brought it to Knudsen's to have it installed. Knudsen's installed the hose and performed evac and recharge with 2.13 lbs of freon and ac oil for Mr. [redacted] at no cost as a courtesy to Mr. [redacted]. This was the last time Kudsen's performed any type of repair to Mr.[redacted]s cars. Knudsens was not even informed there was an issue with the mustang untill a phone call in april. Mr. [redacted] at that time said the car was at ford being repaired and he felt Knudsen's was responsable for the needed repairs and was asking for restitution. Mr. [redacted] was informed that we didnt even inspect the car to see if it was a condition covered by warranty there for there would be no restitution. That was the last time Knudsen's was in contact with Mr. [redacted]. Mr. [redacted] is aware if you purchase a product from [redacted], you can't take it to a different retailer for warranty.

Thank You

06/05/2014