Kusol Auto Repair

Initial Business Response /* (1000, 5, 2015/05/30) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@gmail.com
Re: Case #XXXXXXX
Ms. [redacted] towed her car to us on April 20, 2015. She left a message with us, letting us know that she would...

like to have her car checked. Upon bringing the vehicle to us, the car was unable to start. In addition to this, the check engine light was on. As she stated, we checked the problems that led to the check engine to be on, but nothing else. The problems we determined from the check engine light being on were that the engine was misfiring, the sucking jet was broken, the brake booster was not working properly (due to the sucking jet pump), and the crank shaft position sensor was failing. Upon finding these problems, we communicated with Ms. [redacted] by phone. She stated that she would only agree to replacing the sucking jet. We replaced the sucking jet for her. However, upon replacement of the sucking jet, we did not charge her any labor whatsoever. After replacing the sucking jet, the car was able to start - which we then found there were many additional issues with the car. We communicated this to Ms. [redacted], and she stated that she did not wish to have any further service on her car. In the end, she only paid for the part itself and the 20 dollar towing fee so that we could move her car (which was unable to start from the beginning) into our garage for service. We are unaware of any additional services that Ms. [redacted] has had before bringing her car to us and after bringing her car to us.
We did not install the sucking jet incorrectly. It is impossible that we installed the part incorrectly. We obtained the parts from [redacted] Motors, a BMW part provider, where we also obtained instructions on how to correctly replace the part. Ms. [redacted] states that the "incorrect" installation of the part caused water to seep into her engine, causing her engine to be ruined. However, this part has nothing to concern with any water/fluids in the vehicle. Instead, this part deals only with air flow from the brake booster to intake manifold, and transports air through the air filter hose. There are only 3 specific connections that deal with this part - none of which that deal with water.
According to our shop policy, we do not cover any towing fees. In addition to this, we do not offer any warranty if there is no labor charged for the service. We also do not cover any car rental expense of which the owner of the vehicle must pay for.
We have attached a copy of her receipt, the message she left with us upon towing the car, a description of the part (provided by plaza motors), and a picture of the broken sucking jet.
Sincerely,
Kusol Auto Repair LLC
Initial Consumer Rebuttal /* (3000, 15, 2015/06/02) */
[redacted]Document Attached[redacted]
Mr. [redacted] kept my car at his shop for seven days. My car started before I entrusted tit to him. Again I had it towed as the breaks were not working properly, thus for safety reasons it was towed to avoid injury to myself and others. I am enclosing the statement from the BMW dealers, which does not account for my car rentals, bus tickets for work and the inconvenience of not having a car. I must I was shocked to see the case closed where must a consumer go to get some sort of JUSTICE. Also the first pare was the incorrect part. The money I paid him was for the part he initially charged in the excess of four hundred dollars, I refused to pay that amount because my car sounded and ran worse than it did before I had it towed to him. I asked about his diagnostic equipment he stated that it worked would work on my car. It took him over a week to tell me his equipment did not work. I don't understand why the case was closed please help me understand why the Better Business B. Did not detect any wrong doing.
Final Business Response /* (4000, 17, 2015/06/05) */
We viewed the statement that Ms. [redacted] enclosed from the BMW dealers. It states in the statement that the "upper hose is cracked and leaking coolant". The dealer of which Ms. [redacted] brought the car to distinguishes between the "upper hose" and the "suction jet". It does not state that the suction jet caused water to leak into her engine in the statement she enclosed. Because the upper hose was cracked, this caused coolant to leak, because coolant was leaking this would obviously cause the car to overheat, because the car was overheating, ultimately causing water to seep into her engine. Ms. [redacted] initially stated that the incorrect installation of the suction jet caused this issue, however, the dealer themselves state that the "upper hose", a completely different part, is where the initial problem came from. This is why there was "smoke intake", as the dealer stated, and the reason why they "found smoke coming out of the tailpipe". Perhaps Ms. [redacted] has misunderstood what the dealer that she brought her car to was saying about what caused the water to seep into her engine.
In addition to this, we would like to affirm that we did not install the part incorrectly. We obtained the parts from [redacted] Motors. [redacted] Motors is one of St. Louis' most well known BMW dealers and servicers. We replaced the part according to the manual that [redacted] Motors provided, therefore we refuse to accept that the part was installed incorrectly. We are 100% sure that it was installed correctly. We have consulted with other BMW servicers about this specific part. We even spoke to [redacted] R [redacted] the dealer of which was listed on the statement that Ms. [redacted] attached. The mechanic we spoke to even stated that the suction jet cannot cause any water to seep into the engine. In fact, he states that the only issue that the suction jet can cause is for the engine light to go on and that the part has nothing to do with water at all. We are unaware if the car has been tampered with by anyone else after Ms. [redacted] removed the car from our premises, and we are not responsible for any other repairs of which she made on this car after removing it. The dealer on the statement she provides states that they removed the "throttle body" a part that we did not even touch in order to install the suction jet. We will continue to affirm that we installed the part correctly.
In regards to Ms. [redacted]'s statement that the only issue with the car was that the brakes were not working properly when she towed it to us and that she could start the car is incorrect. In fact, when the car was brought to us, we could not start the car. In order to bring the car into the garage, we had to call a tow truck service in order to help us move the car into the garage so it could be looked at. If the only issue with the car was the brakes, then we wouldn't have had to go through the hassle of having to tow the car into the garage, and would've easily been able to move the car into the garage ourselves. Because the car was unable to start from the beginning, it is obvious that the car had multiple issues. We were only told to repair one specific part, leaving many other issues untended to. We have attached a copy of the receipt the tow truck company provided us with, proving this.
We did not charge Ms. [redacted] for any labor. We were going to initially charge her for the labor to replace the part, however, she refused and complained about the cost of the labor. Ms. [redacted] stated that she lacked the funds to pay for her car's service, therefore we waived the cost of the labor. We were kind enough to not charge her this amount, and only charge her for the parts that we had to pay to [redacted] Motors and to the tow truck company for providing the service of towing her car into the garage. We previously attached a copy of the receipt which we provided her, which clearly states that we did not charge her any labor, and the amount of which we charged her was $114.02, nothing more. Where is the "justice", as Ms. [redacted] states, behind trying to find fault in those who have helped her and provided her service?
In addition to this, Ms. [redacted] states that it took us over a week to notify her of the problems that her car had. We would like to refer back to our previous attachments, to the note of which Ms. [redacted] left us. The date of which she brought her car to us was April 20, 2015. The date on the receipt of which we finished the specific repairs that she stated she wanted to be fixed was April 25th, 2015. This was only five days later. On the credit card receipt that we previously attached, it was seen that Ms. [redacted] did not pay for her repairs until April 27th, 2015. There is obviously some exaggeration on how long it took us to notify Ms. [redacted] of the issues involving her car and the repairs behind it. In addition to this, we would like to state that it is unrealistic for a customer to expect that all repairs will be done immediately, especially when there was no appointment made and no notification of the exact time when the car would be towed in. We fixed the car in a timely matter, after squeezing her car into our busy appointment schedule. We only fixed the repairs of which Ms. [redacted] approved, no more than that.
In conclusion we would like to state that the water of which that seeped into her engine had nothing to do with the suction jet. We also did not install the suction jet incorrectly. We are not responsible for Ms. [redacted]'s negligence to properly take care of her car before and after bringing it to us to replace the suction jet. Where is the justice in attempting to have us take responsibility for her inability to realize the fact that her car has multiple issues, and that we did her a favor by helping her car to even start and run after leaving our business. We have only been kind and honest to all of the customers who have done business with us. We will continue to abide by our shop policy, and will not reimburse Ms. [redacted] for any additional repairs she had to make or other additional fees she had to pay for.