Mak Auto Service

Like I mentioned earlier, we have no record of what work was done to this vehicle prior to it being brought to our shop.  I cannot account for previous work that may have caused damage.  Ms. [redacted] was informed that the damage to her engine may have been caused from using incorrect oil, which would be conventional oil, not synthetic oil like the manufacturer recommends.  As far as the repair that was done, we diagnosed a problem with the coolant temperature sensor in the vehicle, with out charging Ms. [redacted] any diagnostic time, asked for authorization for said repair, we were given authorization for the repair and completed the repair.  Like I stated before there were no issues when the car left.  I would also like to add, that in the two years of service history we have for this vehicle we have made numerous recommendations for repairs that are needed for this vehicle, two of which are for oil leaks that have not been repaired.  These oil leaks could also have an effect on the issue of this vehicle having low oil pressure.  [redacted]

Nothing in my previous statement was false.  In order to install the speakers we put in Mr. [redacted]s car without additional fabrication we had to use a slightly smaller diameter speaker.  The Polk Audio speaker fit, where the Hybrid Audio did not.  The Polk Audio speakers are of the same quality of the Hybrids.  As far as Mr. [redacted]s complaint about not getting called the day the speakers came in, I apologize.  We get multiple shipments from different freight and courier companies daily.  Those companies do not give us a set delivery time and most times don't give us an accurate delivery date to begin with.  We strive to let our customers know when special order parts have arrived, and I'm positive Mr. [redacted] would have received a call that day when his speakers had arrived.   It is my understanding that Mr. [redacted] was under the assumption that he had existing speakers in the dash of his car, we installed speakers that fit properly, with a quality product.  It is also my understanding that Mr. [redacted] is upset with the price he was charged because after he paid for the Polk Audio speakers he found similar speakers listed on-line for less money.  If Mr. [redacted] was so displeased with the quality of the Polk Audio speakers why did he not show up for his previously booked appointments?  [redacted]

In response to Mrs. [redacted]'s complaint; when she came in on May 28, 2014 she stated that she had a light on and had a buzzer go off in her car.  She had checked the oil level and it was low, she topped the oil level up and when she brought the car to us asked us to check the codes and to check...

for leaks.  We did as she asked, there were three codes that came up.  One being a P1654 code for coolant temperature sensor.  The oil level was okay and there were no oil light warnings on at that time.  She was advised that the vehicle has a oil leak at the valve cover.  Mrs. [redacted] was asked if she would like to replace the coolant sensor, was given an estimate, and she agreed to the repair.  When we found that the radiator cap was broken she was asked if she wanted to replace that and also agreed.  When the vehicle left there were no lights on or a buzzer going off.  We also did not charge her anything for diagnostic time.In regards to the oil changes we have done of this vehicle.  We have done three oil changes in the past two years, full synthetic oil has been used in all three.  It is possible that using oil that is not full synthetic can cause the problems that are described but to say it is our fault is out of the question.  The vehicle in question has 125,896 miles on it and we have only done three oil changes on it, all of which have been full synthetic oil.  Also, we did not charge Mrs, [redacted] any diagnostic time on either occasion, which we normally charge $88/hr, to look at her vehicle when she brought it back in on June 2, 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.As mentioned in the response from MAK Auto, they were previously providing the oil changes for my vehicle. I was told after the 3 previous oil changes were done over the coarse of 2 years, that not using the proper full synthetic oil for my designed vehicle, will further damage it.  Upon receiving this information, was told that an oil change for my "type of car" would cost around $100. I have NEVER paid close to that amount from their business. I was never given an option to pay that amount for a specific higher quality oil. The cost for my oil changes were $40. They then informed me that the damage on my car is due to the lower quality oil being put in my car, THAT THEY PROVIDED! I asked before they looked at my car what it would cost, and was informed there was no cost. To say I wasn't charged for a diagnostic is irrelevant because I should be told that there would be a charge to do such things, and was not. Furthermore, being that they should have had my original problem fixed and it is not, and being that my vehicle had to be looked at again is something they SHOULD provide free of charge because I just paid $100 to fix something that did not get fixed the first time. Repairs done and mileage are not a factor! If you tell a paying customer you did the work they needed to fix the problem then you should do just that! I was not told that only HALF my problem was fixed. Like I said, I AM NOT the mechanic! I went to a business that fixes vehicles when something is wrong! I came to them to fix the beeping in my car, to fix WHY it is going off. That is not what got done. The problem still exist and I want a refund! Their low quality oil caused this problem in the first place! They need to be held accountable for something. 

Regards,

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.

Mak automotive has given false information. The day they installed my speakers [redacted] gave me the impression that he had checked my back speakers and they were fine and that he was just going to order hybrid speakers for my dash because my dash speakers were blown. I had to wait about a week for the new speakers to come in and I wasn’t even informed about my speaker’s arrival until I went to the 

business and asked about it. [redacted] told me they had just got in that day, at that point we made an appointment for the installation. When the day came I dropped my car off and I arrived back at the time they told me the service would be done. It was at that time [redacted] said that the speakers he had ordered for my dash were too big for the dash and that he would have to cut my air vents to get them to fit and 

that he had swapped the hybirds for some polk audio speakers of same quality, I took his word for it. After going to my vehicle and listening to the speakers I immediately told [redacted] I was not satisfied with the quality of the Polk Audio speakers and that I wanted a refund, he stated that he could not refund the speakers because the service had been done already. He then admitted that I never had dash speakers in the first place and that he custom ran the wire to the dash. At that point I told him I demanded a refund or the installation of the Hybird speakers that I originally paid for that he charged me $199.00 for, or I was going to report his business. He then agreed to swap the speakers but I would have to wait for a booking slot so the services could be done. The day he finally followed thru with the appointment he attempted to charge me around $78.00 additional to cover the installation of the Polk speakers which I did not consent to him installing in the beginning. I disagreed and refused to pay another dime and I told him I was going to report him and he stated” take your keys and your report and blow it!”. Thats when I walked out SILENT and later went home and made my report.

Regards,

Mr. [redacted] was informed that the noise from the rear speakers was not blown speakers, so he only needed to replace the one pair of speakers that were blown.  He stated that he wanted two new pairs.  At that time we offered to add an additional pair of speakers to the dash of the car...

instead of replacing known good speakers in the rear.  Mr. [redacted] authorized that work, and we went ahead and completed it.  Several weeks later to Mr. [redacted] called in complaining, he stated that he could've bought the Polk Audio speakers for a lot less somewhere else.  We informed him that we would be happy to change out the speakers for him or give him a credit for the price difference.  Customer opted for the credit, then several days later changed his mind.  So again trying to be accommodating we set an appointment to exchange the Polk Audio speakers for the Hybrid Audio speakers.  An appointment for which he did not show up to.  He then dropped by another day without an appointment asking for the speakers to be changed immediately.  We informed him there were no appointments available that day, being the installers day off.  He expressed his anger loudly and left.  Later he called in again asking to book an appointment, I made it very clear at that time that this would be the last appointment that I would give him because we have a one missed appointment policy!  He swore up down and sideways that he would not miss it.  On the day of the appointment he called in after the 8 a.m. appointment and asked if the installer was here, he was told yes and his appointment was at 8 (so already late).  He did not show up for that appointment.  Again Mr. [redacted] called in complaining about the price of the speakers and demanding that we exchange them we informed him that he could come in on April 17th and we would do it for him.  Mr. [redacted]  showed up on time, this time and when he was informed that we were not going to install the new speakers free of charge for him he became very agitated, began raising his voice using obscene profanity when he was asked to please refrain from profanity, he instead escalated. That we should[redacted] his [redacted] and [redacted]! That he would be back to make us pay!