Miramar HNA Auto Center II

We were not aware that the customer had file a complaint to Revdex.com on the 21st.  When he picked up his car on the 28th, he asked for credit on the main relay and we agreed to give him the credit.  We also explained to him the reason it took so long is because we have to test...

with used parts, and the used parts are hard to find for his vehicle.  Upon receiving this complaint notice, we tried to call him but there was no response and our calls were not returned.  As far as know, we have already settled the complaint to the customer's satisfaction when he picked up his car.      The response to this particular case was late on our part and we apologize for that.  Sincerely,   [redacted]Miramar HNA

Thank you for speaking to me regarding the complaint filed against our business on February 1, 2015. Per our conversation 1 have included copies of the original newspaper article, the web search we conducted to find the full address, the information gathered from the [redacted] county auditor's site,...

the email that was sent to us from [redacted] and a standard letter that we send to all persons affected by fires or other property damages. We apologize for any inconvenience that may have been caused due to the letter that was mailed in regards to a fire loss. We received the information about the fire from the [redacted] on January 19, 2015. It listed a fire to a home in [redacted] Upon finding this article in the newspaper we researched the address with the [redacted] County auditor's office. There was no [redacted]sted only a [redacted] with the house number of [redacted] The [redacted]ounty Auditor listed [redacted] as the owners which is why they were sent a letter about contacting us. Many property owners do not know what a public adjusting company is or what services they can provide in the preparation and presentation of claims to their insurance company. The process of finding losses published in newspapers and sending information to the property owners is a standard practice for our business. We apologize that there was an error made in relation to this particular case. The letter we send is never intended to induce panic with the property owner but simply to inform them to contact us as we can give them more information and assistance with the insurance claims process. You will see upon review of the standard letter we send that we never told [redacted] he had an insurance requirement with [redacted]. We clearly state that "...it is your responsibility to provide the insurance company with a very detailed listing of your contents." If you look at the date and time stamps on the complaint filed with your company and the email he sent to us [redacted]id not give us a chance to respond to him as he filed the complaint first. Thank you for your time and please contact us should you have any other questions or concerns regarding this matter.

Review: On December 30, 2013 I had called Miramar H&A auto center to get a quote for swapping an oil pan out of my vehicle, due to a very small static leak I had noticed on my driveway. The leak was really small, but I wanted to get it addressed as soon as possible so that my driveway was clear from an oil. I had called them for a quote in which they had quoted me $110 and 2hours labor time for swapping out the old oil pan for the new oil pan. I provided all the necessary parts needed for the swap (Oil Pan, Brand new filter, new drain plug, new crush wash, new synthetic Mobile1 5w-30 oil, and new tube of hondabond silicone sealant mostly all from the Acura dealership. I dropped the car off later around 12:30pm and was told by the shop owner that it would take 2hours to do. I waited patiently for their call so I could pick up my car, but heard nothing till about 4:19pm as they called and said they will not be finished with the car, and it will be done tomorrow (12/31/13) instead. I told them that I needed the car for tomorrow, and that [redacted] had said the work would have been done in two hours, and I couldn't afford to keep my car there, so I asked if I could see the car at 5pm to see their progress, but the gentlemen I was talking to over the phone kept ranting about something about the old sealant has to be cleaned off, and I thought I had agreed to just pick up the car the following day instead. At about 5:09pm, I get a call from the shop, stating the car was finished and if I was going to pick it up, and I agreed yes, I'm on my way. As my friend and I are driving to pick up the car, 10mins later, they call again, and I said I was down the street. As I arrive, the car was parked outside in the front of the shop, and I go inside to pay. I first noticed that I didn't receive any proper forms of paper work for the car, and had to ask for a write up of what was done and summary. As I drive the car home, about 2 miles, I barely go past 2500 RPM as I was afraid the sealant on the new oil pan might not have had proper time to seal properly so I drive the car as gently as possible until I get home. The following day 12/31/13, as I was driving the car, I noticed there was a slight tapping that was not there before, So I pull the dipstick to check the oil, and notice the oil was a little lower than normal, so I topped off the oil at about 1/2 quart addition. I noticed then the noise was slightly less, but still there. Afraid to drive the car anywhere, and being new years day the next day, I leave the car parked on my driveway since no mechanic shops were open that day to get any sort of diagnostics done on the sound. The following day 1/2/2014 I take it back to where it was worked on, but one of the gentlemen said all the technicians were on break and to bring it back at 1pm. So I decide to go across the street at Mira Mesa Autotechs to have them take a listen of the noise. The guy I spoke with, [redacted] said, "the noise is a rod bearing knock", and I asked him what was the cause of this, and he quickly said no oil or overheating of the car. I asked him how much it would cost to fix, and he said it's very expensive, and with the labor alone would run me close to $2000. I was in total shock, and disbelief. [redacted] had said, "it would be cheaper to just swap in a new motor". That was when I was saddened by the news. The car was running perfectly fine prior to bringing it to have my oil pan replaced, and I dont understand what could have gone wrong. I left the shop to go back home to wait till about 1pm or to think about what could have happened and how to address the situation, and called H&A auto to speak with [redacted], but they had said he was on vacation. AT around 2pm I decide to drive the car back to H&A to have them take a look at it, and the noise is still very prominent. I noticed the car was lacking considerable power, as I tried to gas it and it did not go anywhere, and all of a sudden dies on me on the side of the road. I call a tow truck to have them tow it to H&A, and I leave it there over night, and return the following morning. As I get to the shop at about 7:51am, I noticed that all the techs were there, and [redacted] had returned. I greeted him and asked him if he heard about my car, and he said no. I didn't understand how he didn't hear about it, but that's beside the point. I explained what had happened, and he took me back to the area where the car was kept. He showed me that there were no leaks on the oil pan, which I already knew nothing was leaking because I would've noticed it. Then he pulls the dipstick to show me there was oil in the car, which I knew already as well. I asked him what was wrong with the car, and he said he doesn't know. I asked him if we can have some sort of compromise to this so we wouldn't have to go through any legal actions, but he wasn't willing to cooperate. I had my car towed to another shop now, the mechanic there tried to start up the car, in which it did, and automatically said it was the rod bearing making noise.I had recently just purchased this car from Sacramento, and drove it all the way down 7+hour drive with absolutely no issues. The car ran perfectly the day I bought it, up until the following day after the mechanics that worked on it. I really don't know what to do at this point, as I am out a car, and looking at several thousand dollars in repairs when all I wanted was an oil pan replaced.Desired Settlement: I would like for them to either pay for a new motor for my car, or pay the company of my choosing for a rebuild.

Business

Response:

January 27, 2014

Customer information: [redacted]

Complaint ID #[redacted]

Business Information:

Miramar H & A Specialist

9585 Black Mountain Rd. #D

San Diego CA 92126

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Response to customer complaint:

Mr. [redacted] had brought in his car on December 30, 2013, along with all the parts he asked to replace. These parts included a used oil pan, seal, drain plug, and motor oil. When he called in the morning, we quoted him a price of $110 for labor only and told him it would take about two hours to finish the job. It was a busy day so we did not get started on his car until 2:00 pm. We notified Mr. [redacted] that the used oil pan that he bought had a lot of sealant on it and that it would take more time to clean it thoroughly for him, but we still finished the job a little after 5:00. And he was able to pick up his car the same day and paid $110. We put the car on the lift first to examine the oil pan before making any repairs. Our examination of the oil pan indicated that drain plug threat had been stripped of threading due to drain plug being over tightened. The engine will lose a lot of oil while driving, therefore causing engine damaged. With Mr. [redacted], we did not know how long he has been driving with that condition or that he was aware of that when he purchased the car and drove from Sacramento since he is a new customer. We assume he was aware of it since he bought all the parts and requested for us to replace the oil pan. So we went ahead and did as the customer instructed. Test drove around the block and came back to see if oil pan is leaking. After inspection, oil pan has no leak; and oil level was good, we informed the customer the car is ready for pick up.

When Mr. [redacted] towed in the car after three days and complained about the engine noise, upon inspection, we heard a knocking noise, possibly from the rod bearings. Usually cause by lack of lubrication. I took him in the back and show him there are no leaks under the oil pan. Then pull up the oil dipstick to show him oil level indicated that it was over filled. He claimed that the oil was ½ qt. low. So he added a half quart of oil in while driving his car the following day. But the oil was not low. The job we did was done accurately. The car indicated that it had been leaking oil for a long period of time. Failure to fix a severe oil leak can cause engine damage if driven with oil low beyond the minimum. I told him it is probably an existing problem cause by the previous owner; it has nothing to do with the replacement of the oil pan. Our shop has been open for more than 20 years and we have maintained a very good reputation amongst our customers and even have loyal customers who have been coming here for almost as long as we have been open. All 4 of our mechanics have more than 15 years experience. We are very busy shop without any advertising; we have good quality service, low price and wide base of loyal customers.

Review: The car was dropped off on November 21, 2014 to get a tune-up (spark plugs & plug wires). Upon picking up the vehicle on Monday November 23, 2014, the vehicle would not start. The owner of the shop did mention that a crankshaft sensor would need to be replaced in order to fix the issue. After replacing the sensor, the car still wouldn't start. It has been sitting in the shop without any update from the owner on how things are going. I am still waiting to hear from the shop til this day (Jan. 21, 2015). This business practice is unacceptable. I was also charged for a part that I did not order which they replace on the vehicle.Desired Settlement: I would like to get my vehicle up and running without any further issues. I also would like to be refunded for the part that I was charged.

Business

Response:

We were not aware that the customer had file a complaint to Revdex.com on the 21st. When he picked up his car on the 28th, he asked for credit on the main relay and we agreed to give him the credit. We also explained to him the reason it took so long is because we have to test with used parts, and the used parts are hard to find for his vehicle. Upon receiving this complaint notice, we tried to call him but there was no response and our calls were not returned. As far as know, we have already settled the complaint to the customer's satisfaction when he picked up his car. The response to this particular case was late on our part and we apologize for that. Sincerely, [redacted]Miramar HNA