Lucas Complete Auto Repair

We had provided informations clearly in the previous statement that we were willing satisfy the customer's needs and requests.As mentioned before, we provided our labor as the customer purchased his own parts (the water pump set) which we informed the customer the parts did not come with any warranty from us in case of defective. The customer had driven his car with the defected water pump for a period of time could cause the motor overheated. The customer insisted we were at fault to cause the over-heat engine. Though we stood by on all our work and services we realized that we had to resolve the problem by replacing a known good engine from a reputable OEM Recycled Company at no charge (Parts + Labor) to the customer. The solution to replace a good known engine would fix the over all engine problems and without a doubt would address the customer's main concern which was overheated motor.After the replacement, we did a 20 miles test drive to ensure the car was driving fine before we had the customer pick up the car. The customer had driven the car for another while and brought it back and complained the car was stalling. We inspected and saw no signs of overheat problem. However, the replacement engine was modified the wire harness as well as electrical wires by a friend of the customer as we were told. We then regrettably had to deny our limited warranty to the customer because after receiving the vehicle services, the customer had took his car to a per [redacted] (his friend) not scheduled and processed through Lucas Auto Repair to diagnose or repair a problem believed to be associated with such vehicle services, without giving us the first opportunity to inspect and remedy the problem (or to consent to an alternative per [redacted] or shop from doing so).

Lucas Complete Auto Repair Garden Grove Blvd Garden Garden, CA Phone: 714-373-Email: [email protected] FEB 2018February 12, 2018Revdex.com Re: Customer Complaint ID ***, submitted 02/02/2018Dear customer,Thank you for taking the time to
communicate as to why our service did not meet your expectationsIn response to the dispute, we would like to share correspondence.The customer's car came in for a regular oil changeWe performed an oil changed and noticed an oil leak and advice the car ownerCustomer left our shop and drove the car for daysHe called and complained that his car had “NO OIL” which could not driveWe explained that if the car indeed have “NO” oil, he could not possibly drive it further than one mileHe told use that he had put qts of oil in the car which the car required only qts of oilSo we asked the customer to bring his car back to shop for checking oil leak problemAt the time, we saw the valve covered and crankshaft seal were leakingWe recommended to the customer to have valve cover reseal and to replace a complete set of timing beltWe also saw the water pump was leaking while checking out the timing beltThe car owner told us that he had already placed the water pump by his friend and water pump was defectedAfter he drove for another week, he complained that his car was overheated and lost coolant.He then bought the complete timing belt kit elsewhere and had us replaced using his provided partsWe have advised the car owner that we do not provide any warranty for the parts which are purchased by the customerThe provided timing belt kit included water pump belt, timing belt tensioner and timing belt idleWe had provided for him camshaft seals and one crankshaft seal with no additional charge as a part of customer courtesy.EL CENSO DE POSSESSIONE The customer brought the car to our shop about three weeks later after the replacement for us to take another lookWe checked and found out his water pump that he bought was defectedThe customer requested us to remove the whole set of the defected parts out for him so he could do a warranty exchange at the place where he bought it from.After the customer exchanged for the new timing belt set, we once again replaced it with the provided partsWe did a test drive and everything was okayThe customer had the car for weeks and complained the car was overheated and lost coolantWe checked and did not find any symptoms of overheating.However, the customer believed that we had somehow damaged his engine since the first oil change awhile back and that we did not do our job the right wayHe expressed about his family situation of having small kids and his wife would be in labor soon and we took that into considerationWe did not want to carry an argument with the customer as it was never appropriateWe decided to take a loss and came to the solution by replacing for him a known good engine purchased from a reputable OEM recycled vendor free of charge for parts as well as laborThe customer's old engine (core) is still being kept at our shop.We did a miles test drive after engine replacement before having the customer to pick the carAfter days he had the car, he drove the car back to shop for inspectionAs soon as we inspected we noticed wirings were not in their places but no signs of overheatingPer customer he had his friend helped him cut the engine wire harness and rewired which was done out of place and unprofessionallyThis matter would entirely void our shop Limited Warranty as: “After receiving the Repair/ Services, you take your car to a per*** not scheduled and processed through the Lucas Complete Auto Repair to diagnose or repair a problem believed to be associated with such Repair/Services, without giving our mechanic the first opportunity to inspect and remedy the problem (or to consent to an alternative per*** or shop from doing so)”After we pointed that out he complained his car was being stalled and asked us to work on his car because he believed it was still under warrantyAs much as we wanted to have a satisfied customer, at this point we kindly denied the service as well as the warranty again because someone else other than us had worked/tampered with the engine wires harness.We have listened to the customer concerns and have proceeded the issues with diligence to ensure his safetyHe was provided with clear information and was kept appropriately informed before, during and after the point of serviceAs a small business, we regularly review our processes to treat our customers fairly and in this case we do not believe we acted improperly.We value each and every one customer and we would like to apologise for any concern caused by the methods used.Regards,*** *** General Manager

Revdex.com: 8-26-I had my valve cover gaskets done by shop owner *** himself for $for him to say that the valve covers were blown along with camshaft seals only proves that they DIDNOT put sufficient oil in the vehicle.the water pump was also done by ***8/30/..the oil change complaint was done in october 2017so hes speaking about his own workThis goes to show that he notices jobs that are unsatisfactory when he himself did the labor and has no shame or sense of remorse as he swindles and lies his way into peoples wallets and worse into people thinking thinking he himself is a trustworthy friendly knowledgeable businessman. have reviewedthe response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
Regards,
*** ***

We had provided informations clearly in the previous statement that we were willing satisfy the customer's needs and requests.As mentioned before, we provided our labor as the customer purchased his own parts (the water pump set) which we informed the customer the parts did not come with any warranty from us in case of defective. The customer had driven his car with the defected water pump for a period of time could cause the motor overheated. The customer insisted we were at fault to cause the over-heat engine. Though we stood by on all our work and services we realized that we had to resolve the problem by replacing a known good engine from a reputable OEM Recycled Company at no charge (Parts + Labor) to the customer. The solution to replace a good known engine would fix the over all engine problems and without a doubt would address the customer's main concern which was overheated motor.After the replacement, we did a 20 miles test drive to ensure the car was driving fine before we had the customer pick up the car. The customer had driven the car for another while and brought it back and complained the car was stalling. We inspected and saw no signs of overheat problem. However, the replacement engine was modified the wire harness as well as electrical wires by a friend of the customer as we were told. We then regrettably had to deny our limited warranty to the customer because after receiving the vehicle services, the customer had took his car to a per[redacted] (his friend) not scheduled and processed through Lucas Auto Repair to diagnose or repair a problem believed to be associated with such vehicle services, without giving us the first opportunity to inspect and remedy the problem (or to consent to an alternative per[redacted] or shop from doing so).