Mike's Truck & Auto Svc

Complaint: [redacted]I am rejecting this response because:
The documentation provided only supports the complaint that Mike’s Truck and Auto performed work without giving a written quote or estimate and when the verbal price was questioned they still continued to avoid written pricing or explanation/recollection of verbal conversations. It is because of their lack of organization and customer service that the verbal price is in question, had they given a written quote or noted their own phone conversations and shared that information with the customer it would have allowed the customer the chance to question or better understand the arrangement.
The invoice provided also proves that the written documentation was only provided long after the dispute had started. Further the invoice is dated 9/8/15 which happens to be the same day that payment was made and a copy of the invoice was refused unless the customer signed a copy. The invoice was provided to the customer via email late in the afternoon the same day without the original demand for signature. Sincerly,[redacted] Sincerely,[redacted]

Mr. [redacted] came to Mike's Truck and Auto Service Inc. the week of 7/20/15 with an engine knock. My technician listened to truck for noise. An appointment was scheduled on 7/29/15. Customer continued to drive truck with knock. Initial diagnosis pinpointed to noise in #16 cylinder. Mr. [redacted] now...

approved further work to remove oil pan, diagnosing $95 + $378.00, and inspect rod and main bearings. Rod and main bearings were ok. We now had to remove cylinder head and inspect piston and cylinder wall. At this point, If no further damage was found, we gave Mr. [redacted] a minimum estimate of $3,251.53 which he understood the price could change depending on what was found. Upon cylinder head removal, heavy scoring was found on cylinder #6. We now informed Mr. [redacted] that we now have to remove engine, disassemble completely and send to machine shop and that the $3,251.53 will now change for added labor, parts and machine shop repair. Machine shop cost alone estimated at $1,000.00 depending on findings. Mr. [redacted] was ok with moving on with the added cost, labor and parts going from 14 hours in labor to 30+. On 8/19/15 Julie called Mr. [redacted] and informed him of the machine shop findings on the cylinder head. The cylinder head had 17 cracks in it. The cost to repair the cylinder head was $2,000.00. Mr. [redacted] declined repairing cracks in head. It was at this time Mr. [redacted] was given the authorized totals from him. It was also the first time Mr. [redacted] mentioned a repair bill maximum cap of $4,000.00, of which nobody at Mike's Truck and Auto Service have ever said or even heard from Mr. [redacted] until this time. In situations such as engine knock- can be caused by several Items in a motor. Until it is determined (torn down and inspected) the damage in the motor and how many parts needed to repair can never be calculated until inspection. So a maximum dollar amount that Mr. [redacted] said he was given on 8/3/15 would never have been given until all inspections would be done. I did mention that the worst case scenario of course would be a complete engine replacement at a cost somewhere around $10,000- $12,000. Since this $4,000 max cap was given to us by Mr. [redacted], I have made every effort to help him through this issue. On an email from Mr. [redacted] on 8/21/15 HE stated that if the work can't be done for $4,000, that We can put all the parts in the bed of the truck and he would have It towed ASAP. Mr. [redacted] was given four price change notifications throughout this process, the last one being the $2,000 additional for cylinder head crack repair on 8/19/15. All were authorized by Mr. [redacted] except for the last one. All of us at Mike's Truck and Auto Service Inc. are disappointed by an issue like this but, at this time, to try and help Mr. [redacted] be able to take his truck, we have removed the labor cost for cylinder head removal, engine removal and tear down. All of which he previously authorized (15 hours is $1,350) and only charging initial diagnosis of $473.00 with the engine block repair, cylinder head inspection and resurface of $1,000. Total of $1,473.00. We have removed the labor cost, at this time, to help us move on and settle this issue. Mr. [redacted] has now informed us that he will be taking legal action against Mike's Truck and Auto Service for this issue. Most shops nowadays will not go into this kind of engine and repair engine for knock, most commonly they will just replace engine. Mikes Truck and Auto was trying to save Mr. [redacted] money by repairing the engine at about half the cost of what an engine replacement would be. Mr. [redacted] was a first time customer here at Mikes Truck and Auto Service. We had not see vehicles from him before. We hope to settle this issue with Mr. [redacted] and we believe we have come up with a more than reasonable settlement. We are losing, labor, office time, and the time of our technicians for this issue.

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:Mike’s Truck and Auto is not presenting facts and is onlynow in their response providing written estimates which were never provided forme the customer. They failed to act as an organized business in that theyprovided no written estimated or quotes and even at the time of overpaymentwhich I was forced to do in order to receive my vehicle they denied me awritten invoice. This business has failed in customer service and now expectstheir customer to share the expenses associated with their lack of organizationand properly communicating price changes. I now have possession of my vehicle but it was left insalvage condition and I was forced to pay for services that I only agreed tounder a verbal contact price that was changed without my knowledge or approval.I am in process of filing a claim against Mike’s Truck and Auto to recover the$1,000 in overpayment.Sincerely,[redacted]