Complaint: ***
I am rejecting this response because:
Regards,
*** ***
When my daughter was called and given the quote for her vehicle the first repair there was NO MENTION OF AN OIL CHANGE by your office staff The repair quote was the belt, labor and tow MY Daughter ASKED your Staff if you do Oil Changes - Your staff informed her that you did do oil changes and it was $- My daughter felt that to be high and said she would take it elsewhere - NEVER ONCE Did your Staff tell my Daugther that the Oil Change was A MUST BEFORE DRIVING The Oil Change SHOULD HAVE BEEN in the Original Quote for the ACTUAL CAR REPAIR Not an OPTION To actually have repaired my daughter's car correctly would have included the belt and oil change - You total estimate should have been $= NOT $211.00.You let the Oil Change be an OPtion - Which clearly it wasn't Also - I NEVER ASKED YOU FOR A NEW ENGINE - I simply felt you should reimburse my daughter the $because clearly you did not fix her car Your Mechanic also told my husband times that he DID NOT ADD ANY OIL to her car - Your Mechanic told me the same information Now you are telling the Revdex.com that your mechanic was kind enough to Top if Off at not charge?????????????Your invoice/receipt to my daughter states NO OIL IN ENGINE - Now you say there was Oil in the engine? So which is it? Your story changes When my daughter called to see if her car would be ready - your office told her that they were out test driving it? Now you say you absolutely didn't drive it?Again - the Story continues to change to what is good for you at the time You will note on Facebook the majority of the people agreed that you were completely irresponsible to allow a vehicle to leave your shop in that condition and consider it "Repaired"I never disagreed with the fact that the car was not maintained properly - the whole reason for having it towed in was to get it back in better condition - Again - OIL LIGHT ON, OVER HEAT - Clearly the Belt was not the only problem - The fact that the car had little to no oil in it was a MAJOR FACTOR - Therefore I will say it again - YOUR ORIGINAL ESTIMATE SHOULD HAVE INCLUDED A MANDATORY OIL CHANGE - as part of the actual repair of the vehicle.Face it - You were irresponsible as a mechanic to allow a car to leave your shop like that My daughter had to ask about the Oil Change - Your staff didn't even bring it up
*** *** the owner of a Toyota Celica Sports car, called our company for atow on July 28, 2015. The vehicle’sdisablement location was located at Ross Road and Hwy in Del Valle,Texas which is approximately miles from Lonestar’slocation in Bastrop, Texas. She told my
office staff that her vehicle overheated and the oil lightwas on. The vehicle was towed in andevaluated. It was determined that thedrive belt that operates the vehicles alternator and water pump needed to bereplaced, it’s a one belt system. (seepicture of worn belt) It is very apparent that thedrive belt was badly worn due to driving the vehicle without proper maintenancedue at time of mileage intervals when belts, hoses and related mechanical partsshould be replaced for vehicle to continue to operate under drivingconditionsMs***'s vehicle had original parts with over 180K miles on the odometer reading.She approved the drive belt to be replaced but she also needed an oil change as the engine lightindicated. The engine light indicatorcomes on when the oil pressure is low. Thedip stick to the engine showed barely enough to cover the tip of the dip stick.The engine oil light comes on as an indicator way before it is completely outof oil Ms*** was quoted a price for the oilchangeThe no oil indicator clearly shows that Ms***’s vehicle was notreceiving regular maintenance and it was caused by negligence. She was told that our oil changes range at about$which includes quality oil filter and quality oil. Ms*** said, she would take it to JiffyLube instead. My staff person told herif you take it any where, you should consider taking it Lost Pines insteadbecause they do offer a better quality of oil and serviceMs*** was toldto go straight from here to get the oil change needed before driving too far,as a courtesy my tech did pour in a little less than a quart for her and didnot charge for it Again, Ms*** wasmade aware that the car came in with no oil and it was stated on the workorder. She refused to pay for theservice for an oil change because she could get it done cheaper. The vehicle was not test driven because itwould be a liability for us to drive a vehicle without a proper level of oiland it was apparent that Ms*** had already taken that risk herself bydriving it without oil. Ms*** came by on July 29th andpaid for her tow of $and the for the drive belt replacement includingparts, labor and tax for $a grand total of $211.71.On July 30, our dispatcher received a call that her car had broken downapproximately miles from our location on Hwy West in Cedar Creek, Tx. We sent our tow truck to tow the vehicle tothe shop. You combine a vehicle that wasbeing driven with no oil, a worn out driving belt to the mechanical system and noregular maintenance and there you have your problem to the engine that had beengetting over heated and all of this prior to coming to our shop. Ms. ***’s mother, *** ***, called and spoke with my office staff She was told that the engine could possibly last a little longer if she replacedthe radiator and put some leak stop that would lubricate the valves to theengine because the engine had already been over stressed from the over heating,this would be a temporary fix until she could secure another vehicle for herdaughter to driveMrs*** was not happy with the news. Shewas then directed to speak with the owner for a further detailed explanation. When she was asked “what do you want me to doma’am?” she said she wanted a new engine and that we should pay for it. Of course this was not an option. She continued to be argumentative so the callwas ended. She continued to callrepeatedly about to more calls afterwards. She came the next day to pick up items out ofthe vehicle because she did not want to pay the tow bill. We told her no charge on the second tow andto take her vehicle. The owner spokewith her again at that point and she was calmer than she had been the previousday. She had a different demeanor whenshe came in and spoke with the owner and she asked more questions in which shereceived information on her options. Wedid not hear back from her until she went on Social Media to blast hercomplaint against us on Facebook and other groups she is a member of including filingher complaint with the Revdex.com. I did notrespond to her ranting on Facebook as this is not the way to handle situationsand exploit people and especially when you have a group of people who will onlyadd more fuel to the fire As I stated to Mrs*** that we will not reimburse for services that wererendered to her daughter for the tow or the repairs to replace a part the carapparently needed. The car was not inour possession when it broke down and needed a tow to get it to the shop. Secondly, the drive belt was needed to be replaced,again not our fault that the part was badly worn. Again, how are we responsible for things thatoccurred before it came in to our shop? As I stated to Mrs***, take responsibility that your daughter wasnot doing regular maintenance on this vehicle and trying to put the blame on usis wrong and unethical. We have donebusiness with Mrs*** on many other occasions on other vehicles and wehave never steered her wrong or ever been dishonest with her. If we had a history of bad service or faultywork why did she continue to use our services all of these years? I will tell you why, because we always gave herfamily good quality service and workmanship. We stand behind our work and we pride ourselves in having good customerserviceI would ask that the ***’s would accept responsibility for themechanical negligence that lead to the mechanical failure to this vehicle. I state again, not our fault orresponsibility
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
When my daughter was called and given the quote for her vehicle the first repair there was NO MENTION OF AN OIL CHANGE by your office staff The repair quote was the belt, labor and tow MY Daughter ASKED your Staff if you do Oil Changes - Your staff informed her that you did do oil changes and it was $- My daughter felt that to be high and said she would take it elsewhere - NEVER ONCE Did your Staff tell my Daugther that the Oil Change was A MUST BEFORE DRIVING The Oil Change SHOULD HAVE BEEN in the Original Quote for the ACTUAL CAR REPAIR Not an OPTION To actually have repaired my daughter's car correctly would have included the belt and oil change - You total estimate should have been $= NOT $211.00.You let the Oil Change be an OPtion - Which clearly it wasn't Also - I NEVER ASKED YOU FOR A NEW ENGINE - I simply felt you should reimburse my daughter the $because clearly you did not fix her car Your Mechanic also told my husband times that he DID NOT ADD ANY OIL to her car - Your Mechanic told me the same information Now you are telling the Revdex.com that your mechanic was kind enough to Top if Off at not charge?????????????Your invoice/receipt to my daughter states NO OIL IN ENGINE - Now you say there was Oil in the engine? So which is it? Your story changes When my daughter called to see if her car would be ready - your office told her that they were out test driving it? Now you say you absolutely didn't drive it?Again - the Story continues to change to what is good for you at the time You will note on Facebook the majority of the people agreed that you were completely irresponsible to allow a vehicle to leave your shop in that condition and consider it "Repaired"I never disagreed with the fact that the car was not maintained properly - the whole reason for having it towed in was to get it back in better condition - Again - OIL LIGHT ON, OVER HEAT - Clearly the Belt was not the only problem - The fact that the car had little to no oil in it was a MAJOR FACTOR - Therefore I will say it again - YOUR ORIGINAL ESTIMATE SHOULD HAVE INCLUDED A MANDATORY OIL CHANGE - as part of the actual repair of the vehicle.Face it - You were irresponsible as a mechanic to allow a car to leave your shop like that My daughter had to ask about the Oil Change - Your staff didn't even bring it up
Reimbursement denied No further comment
*** *** the owner of a Toyota Celica Sports car, called our company for atow on July 28, 2015. The vehicle’sdisablement location was located at Ross Road and Hwy in Del Valle,Texas which is approximately miles from Lonestar’slocation in Bastrop, Texas. She told my
office staff that her vehicle overheated and the oil lightwas on. The vehicle was towed in andevaluated. It was determined that thedrive belt that operates the vehicles alternator and water pump needed to bereplaced, it’s a one belt system. (seepicture of worn belt) It is very apparent that thedrive belt was badly worn due to driving the vehicle without proper maintenancedue at time of mileage intervals when belts, hoses and related mechanical partsshould be replaced for vehicle to continue to operate under drivingconditionsMs***'s vehicle had original parts with over 180K miles on the odometer reading.She approved the drive belt to be replaced but she also needed an oil change as the engine lightindicated. The engine light indicatorcomes on when the oil pressure is low. Thedip stick to the engine showed barely enough to cover the tip of the dip stick.The engine oil light comes on as an indicator way before it is completely outof oil Ms*** was quoted a price for the oilchangeThe no oil indicator clearly shows that Ms***’s vehicle was notreceiving regular maintenance and it was caused by negligence. She was told that our oil changes range at about$which includes quality oil filter and quality oil. Ms*** said, she would take it to JiffyLube instead. My staff person told herif you take it any where, you should consider taking it Lost Pines insteadbecause they do offer a better quality of oil and serviceMs*** was toldto go straight from here to get the oil change needed before driving too far,as a courtesy my tech did pour in a little less than a quart for her and didnot charge for it Again, Ms*** wasmade aware that the car came in with no oil and it was stated on the workorder. She refused to pay for theservice for an oil change because she could get it done cheaper. The vehicle was not test driven because itwould be a liability for us to drive a vehicle without a proper level of oiland it was apparent that Ms*** had already taken that risk herself bydriving it without oil. Ms*** came by on July 29th andpaid for her tow of $and the for the drive belt replacement includingparts, labor and tax for $a grand total of $211.71.On July 30, our dispatcher received a call that her car had broken downapproximately miles from our location on Hwy West in Cedar Creek, Tx. We sent our tow truck to tow the vehicle tothe shop. You combine a vehicle that wasbeing driven with no oil, a worn out driving belt to the mechanical system and noregular maintenance and there you have your problem to the engine that had beengetting over heated and all of this prior to coming to our shop. Ms. ***’s mother, *** ***, called and spoke with my office staff She was told that the engine could possibly last a little longer if she replacedthe radiator and put some leak stop that would lubricate the valves to theengine because the engine had already been over stressed from the over heating,this would be a temporary fix until she could secure another vehicle for herdaughter to driveMrs*** was not happy with the news. Shewas then directed to speak with the owner for a further detailed explanation. When she was asked “what do you want me to doma’am?” she said she wanted a new engine and that we should pay for it. Of course this was not an option. She continued to be argumentative so the callwas ended. She continued to callrepeatedly about to more calls afterwards. She came the next day to pick up items out ofthe vehicle because she did not want to pay the tow bill. We told her no charge on the second tow andto take her vehicle. The owner spokewith her again at that point and she was calmer than she had been the previousday. She had a different demeanor whenshe came in and spoke with the owner and she asked more questions in which shereceived information on her options. Wedid not hear back from her until she went on Social Media to blast hercomplaint against us on Facebook and other groups she is a member of including filingher complaint with the Revdex.com. I did notrespond to her ranting on Facebook as this is not the way to handle situationsand exploit people and especially when you have a group of people who will onlyadd more fuel to the fire As I stated to Mrs*** that we will not reimburse for services that wererendered to her daughter for the tow or the repairs to replace a part the carapparently needed. The car was not inour possession when it broke down and needed a tow to get it to the shop. Secondly, the drive belt was needed to be replaced,again not our fault that the part was badly worn. Again, how are we responsible for things thatoccurred before it came in to our shop? As I stated to Mrs***, take responsibility that your daughter wasnot doing regular maintenance on this vehicle and trying to put the blame on usis wrong and unethical. We have donebusiness with Mrs*** on many other occasions on other vehicles and wehave never steered her wrong or ever been dishonest with her. If we had a history of bad service or faultywork why did she continue to use our services all of these years? I will tell you why, because we always gave herfamily good quality service and workmanship. We stand behind our work and we pride ourselves in having good customerserviceI would ask that the ***’s would accept responsibility for themechanical negligence that lead to the mechanical failure to this vehicle. I state again, not our fault orresponsibility