Mohr's Automotive

Valued Customer, Valued customer,I’m sorry that the matter has not been resolved to your satisfactionI have been trying to rectify the issue with you since we learned you are still having problems with the AC on your vehicleFaulty parts are frustrating to customers and business owners alikeThough failures of this nature are unusual, this is why we have a comprehensive warranty on all of the work performed through our companyWe tried to reach you in order to take care of the problem before the attempted charge back on your credit cardEven though the credit card company ruled in our favor, I would still like to solve this problem with you in a manner that is reasonable to you, while still being fair to me and my businessAfter receiving notification of the charge back, I reached out to you to learn more of the situationI offered to replace the compressor with a new Subaru factory A/C compressor at no chargeHowever, you rejected that solutionI then offered you a refund of $932.94, which was the requested refund in the charge backYou explained the reasoning of the amount was to have a new Subaru OE compressor installed on your vehicle at a different facilityI never heard back from you after offering the refundI am still willing to refund $back to you via company checkThis is the amount that you requested from us for a refund, and we agreed to it, since you declined us performing warranty work on your vehicleThe rest of the work we performed and parts we have replaced have not been a part of this ongoing issue, so no refund will be offered for that workLet me know if this is a satisfactory solutionOnce again, I apologize for the unfortunate situationThank you for bringing this to our attention

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me with the following exception:I agree to meet owner of Mohr's Automotive at [redacted] ***, across from [redacted] in MontroseBring the certified funds and copy of release form to the bank and we will perform both transactions (my signature on your form, your certified funds to me) at the same timeIf this can be performed on 4/27/2018, that would be appreciated as I can start to remove the parts no later than this Saturday.I agree to remove all parts installed by Mohr's Automotive regarding the air conditioning work and return them to Mohr's Automotive within 3-business days after transaction has been completed at Alpine Bank Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Mohr's Automotive has fabricated their [redacted] This is utter FRAUD.Look at my signed version of this work order, which refers to the original price of an additional $(480) to remove and repair my radiator, which I DECLINED, thus it was not priced outNow, they have edited this same invoice to read "FOUND RADIATOR CORRODED SS [redacted] REMOVE AND REINSTALL RADIATOR REMOVE RADIATOR FOR OUTSIDE RADIATOR SERVICEREINSTALL RADIATOR, TOP OFF FLUID, RUN ENGINE TO LEAK TEST." Then, they add in "CUSTOMER STATES RADIATOR SERVICE WAS DONE WITHOUT PRIOR AUTHORIZATION LABOR DISCOUNT - CUSTOMER SATISFACTION" and then they act magnanimously as if they backed out the charge for thisHOGWASH.Check out the date that this editing was doneSee "Created" and see that it matches my version of 8/26/11:43:AMThen see the "Completed" and "Invoiced" sectionsFor factual observers, these categories should read "Edited to cover our as" See that they say "9/2/10:49:31" It doesn't take a very smart person to see that this has been edited, and is NOT signed by me.I am attaching my copy without only personal information (and my signature image) removed, so that these guys can be caught lyingI have the original copy of this oneThey DO NOT have a signed version of the one they edited on 9/2/2015.If possible, I will attach the Mpaudios of my conversations with them so that the public can hear them attempting to get me to pay for their mistake.None of their pictures prove anythingThere's a picture of a part, and a picture of a radiatorThey TOOK THE RADIATOR OUT AND ALLEGEDLY WORKED ON IT WITHOUT AUTHORIZATIONAnd, on the first invoice, it is CLEAR that they first charged me much more than $for a diagnostic feeThey reworked this invoice, and I did sign it, because they said it cost them more than they originally thoughtBut I have a signed copy with $assessed in "DIAGNOSTIC" fees.Seriously, They are making this worseIf they want the entire set of recordings hashed out in court, we can go that wayBut they are ADMITTING that they acted without authorization on this recording and then sending the Revdex.com a DOCTORED and fraudulent document that alleges that they acted with honor (by removing a $alleged fee that was made up on this edited document)Ironically, if the Completed and Invoiced time and date (on the doctored invoice) is right, who did they present this document to? I surely wasn't around thenI believe that they have just incriminated themselves further in acting fraudulently.Tom tried very aggressively to get me to switch the above invoice over to apply to the radiatorI even had to go back in to make sure that the amount I signed for was actually going to be used for thermostat replacementListen to him chuckle when I catch him in this attempt to snowball meThe audios are attached Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]This is becoming even more evident that Mohr's Automotive is still actually avoiding the issue presentedTheir attempts at diversion are ignoring several FACTSThey CHARGED me for diagnosing an overheatHere is the text of my original complaint: "Mohr's Automotive charged us for diagnosing and repairing an engine
overheatWe agreed to pay the diagnostic feeThey failed to correct
the engine overheat
They also removed, performed mechanical procedures, and replaced our
radiator without our authorization, and then tried numerous times to
charge us for this
Our end result is that we have an engine that continually overheats,
while being over $in costs, and we want to settle this amicably
I have outlined the entire fiasco at this web address:
***"These facts are undisputed:Mohr's Automotive charged us a diagnostic feeMohr's Automotive has never claimed that their diagnostic fee was for anything other than diagnosing the cause of the engine overheatMohr's Automotive has repeatedly listed their diagnosis attached to the word "overheat", which was, in fact, the problem we approached Mohr's withMohr's Automotive has a business that works on vehicles that are, "years old and in very poor condition", to quote their response.4.EVERY presented fix that Mohr's Automotive presented, other than the replacement or repair of the radiator, was agreed to, and performed.5.Mohr's Automotive prescribed a water pump replacement as a remedy for the overheatIt was performed and paid for6.Mohr's Automotive prescribed several hose replacements as part of the remedy for the overheat, and those were performed and paid forMohr's Automotive prescribed the dual thermostat replacement as a remedy for the overheat, and that was performed and paid forMohr's Automotive prescribed radiator treatment on our THIRD visit to them, and it was refusedMohr's Automotive proceeded to remove the radiator, without authorizationMohr's Automotive admits that they removed the radiator without authorization, both in writing, and on audio recordingMohr's Automotive subsequently proclaimed the radiator as beyond repair, and presented me with an estimate for $to replace said radiatorI refused this estimate, and was shocked that the radiator had even been pulled without authorizationNo quality control procedure guarantees that Mohr's Automotive didn't make the problem worse by pulling the radiatorMohr's Automotive, several times, tried to get me to switch the amount of on Estimate *** to apply to the radiator that they had pulled without authorization, being replaced without warrantyI have this on audio, and have presented the audio in this forumMohr's Automotive also presented me with a re-worked estimate that attempted to switch the invoice *** to replacing the radiator in the vehicle(This reworked invoice is dated 8-27-1=and timed 10:AM, with an amount of This was presented AFTER they had pulled the radiator without authorizationI declined to sign or authorize this estimate/work orderAfter paying out over $1200.00, the vehicle still overheats, and thus the diagnosis, and remedy that Mohr's Automotive offered and performed is WITHOUT SATISFACTIONAfter an exhaustive search, I fail to find ANY recommendation, other than the radiator, that Mohr's Automotive offered, or prescribed in writing, that was refused by meSummary: On the original presentation of "Estimate ***" which I signed, with the intent that authorization was thus given for them to begin the work on that estimate, which included $for diagnosis feesI have presented this in this forumI am going to point out that what I originally agreed to, and was binding the ENTIRE time that Mohr's Automotive was replacing the water pump, was an Estimate with the date and time of 8/24/1:PMThis was acted upon, and only changed at the date and time of 8/25/5:PM, which was AFTER the work had been completed, and Mohr's Automotive was closing down for the day. I believe it to be TOTALLY dishonest to change the amount of diagnostic fees at the END of the service agreement, and yet, regardless of whether I was with intent and action of having paid $for diagnosing an overheat, or whether their stated amount of $for the diagnostics is valid, THEY STILL FAILED TO CORRECTLY DIAGNOSE AND CORRECT THE ENGINE OVERHEAT(How can someone be backwards bound on diagnosis fees that they agreed on up front?)Mohr's Automotive has even presented documents that were altered after I left that allege or infer that they presented me with some kind of charge/writeoffI have them on audio recording attempting to get me to switch the thermostat estimate amount to cover their illegal action of removing the radiator without authorization.Mohr's Automotive alleges: "The customer's vehicle is years old and in very poor conditionIt needs a lot of work that the customer could not afford or was unwilling to pay for Even though the work we did was necessary, the vehicle needs a lot more work The cooling system still needs a new radiator, hoses, possibly heater cores, etc."After an exhaustive search of the paperwork exchanges, and the audio recordings made, I failed to find ANY suggestion, verbal, or in writing, that was not accepted and paid for, other than the radiatorI find it insulting that they allege that "customer could not afford or was unwilling to pay for." My unwillingness is to pay for their incompetenceThey prescribed a water pumpThey prescribed hoses, They prescribed thermostatsALL of these were WILLINGLY paid for, with the belief that they would FIX the problem, and that the DIAGNOSIS was a competent diagnosisSadly, what I paid for (no more overheat) was not what I gotWhy would they start insulting my history of actions? I paid their fees, and now they make it look like I was refusing a lot of workHOGWASHI ask them to produce the paperwork they presented me that prescribed a "lot of work" that I "could not afford or was unwilling to pay for." The radiator is the ONLY thing, and that was estimated AFTER they illegally pulled itThis is turning into a contest of "how long can they keep admitting that they DIAGNOSED a problem that they didn't fix, and then took action that they weren't authorized to take, and BLAME IT ON ME?" (I am not dropping this, until I either get a full refund, or prevail in court - They can choose.)And, excuse me for pointing this out, but mechanics are in business to work on vehicles that are old, and in "very poor condition", as Mohr's allegesDoes Mohr's only want to repair new vehicles in very good condition? Add the fraudulent attempts to cover their mistake by trying to get me to sign for radiator work after they had already pulled it, and/or attempting to present altered invoices, and this entire thing just reeks of dishonesty.I want my money back, in entiretyUpon receipt of the entire amount refunded, I will waive rights to sue them for triple damages because of the illegal and unethical removal of, and then attempting to charge me for their illegal and unethical actions

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with the following exception:I agree to meet owner of Mohr's Automotive at *** ***, across from *** *** *** *** in MontroseBring the certified funds and copy of release form to the bank and we will perform both transactions (my signature on your form, your certified funds to me) at the same timeIf this can be performed on 4/27/2018, that would be appreciated as I can start to remove the parts no later than this Saturday.I agree to remove all parts installed by Mohr's Automotive regarding the air conditioning work and return them to Mohr's Automotive within 3-business days after transaction has been completed at Alpine Bank
Regards,
*** ***

A family of came into our shop with an overheating problem on a school bus that they were living in that had a lot of visible rustIn spite of our full schedule, we told them we could take a quick look at their vehicle We found the water pump leaking, did a pressure test, and
also found a coolant tank and hoses leaking An estimate was given to the customer for the repairs, and because of the fact they had a tight budget, we did a plastic weld repair on the coolant tank (no warranty) instead of a replacement, and replaced the leaking water pump and hoses .There was only one diagnostic fee that was charged of $The remaining cost of the labor was for the repairsThe repairs and pressure test were all authorized by the customer.We allowed the family to park and sleep in our parking area with free electricity and for the entire time we worked on their vehicle They also came into the shop and used our restroom facilities many timesThe father engaged our employees in conversation numerous times, keeping them from thier workHe also asked for rides to Walmart at least for times, which required 30-minutes of an employee's time to accomadate him He used our air hose and tools to blow out their radiator, a service that we normally charge forWe did our best to be hospitable and helpful to them; all at no charge.When the repairs for the first work order were completed, the customer's alarm came on while going up the mountain After talking with shop personnel, the customer decided to change the fuel filters himself to possibly increase engine power After replacing the fuel filters, the customer continued on his trip only to find his engine still having an overheat conditionOn the phone with shop personnel the customer expressed concern about the engine thermostat Shop personnel told him that the radiator itself might be restricting coolant/air flow The customer decided to return to our shop and request an estimate for thermostats, knowing that the suggested repair was the radiatorThe customer authorized the thermostat work to be done.Our technician, thinking that the radiator was the priority, removed the radiator to be sent to a local radiator shop for service and or replacement This was a communication error within our shop and not authorized by the customerAt that point, the custormer was unhappy because he didn't authorize the work An estimate for radiator replacement was made and declined for lack of fundsThe customer was then asked if he would like to use the authorized funds from the thermostat replacement to cover the cost of a radiator service, which would improve radiator performance, but could not be warrantied as a radiator repairThe customer expressed his dissatisfaction and indicated that he wanted the authorized thermostat replacement completed. Our shop completed the authorized work and had the radiator returned from the local radiator shop The radiator shop had already performed service on the radiator and indicated that it should be replacedSince the customer had not authorized the radiator service or replacement we reinstalled the serviced radiator at no charge.The customer was told that our shop could not supply further warranty for repairs to his engine with an overheat problem knowing that the radiator was suspectWhile it is unfortunate that the customer did not have the funds to repair his vehicle properly, we feel that we made every effort to supply him with quality service. Pictures of the leaking water pump, the radiator, and the front of the bus are included as well as a copy of the final work orders

The customer's vehicle is years old and in very poor conditionIt needs a lot of work that the customer could not afford or was unwilling to pay for Even though the work we did was necessary, the vehicle needs a lot more work The cooling system still needs a new radiator, hoses, possibly heater cores, etc. To clarify how work is performed we normally put together an estimate to begin work which the customer signsOnce work begins we are able to more clearly see what services will need to be performed and this becomes a work orderOften during the process of performing the work we find additional problems that need to be addressedWe get verbal authorization for these additional items as neededIf the customer doesn't want us to perform additional work, we document this and perform whatever work has been authorized After the work is completed the customer gets a final work order with a dollar amountThey pay this dollar amountAny changes made after this time are for our own internal accountingThe dollar amount is never changed again. The signed ESTIMATE # *** was changed into a work orderThis work order was later modified in order to more clearly show what was actually done and what was charged forThe estimate and the work order have exactly the same final dollar amount charged That did not change. The customer appears to be accusing us of charging for the radiator removal,servicing, and reinstallation We did not charge for that That was the only portion of either work order that was not authorizedWe have already acknowledged the communication error and made efforts to correct it. The customer has mischaracterized the original amount charged for diagnosisThe original estimate was superseded by the revised work order which he signedWe have included a copy of the signed work order for the water pump replacement and a $charge for diagnosisThat charge was used for pressure testing to locate other leaksThat was the only diagnosis fee and was clearly less than the $that was originally authorizedThe only change in that work order was an additional $for a plastic weld repair on the coolant reservoir that the customer asked us to perform and a little more in shop supplies/enviro fee because of the additional repair . This additional repair was for one of the leaks that was found by doing the pressure testThe pic's we prevoiusly sent clearly show the old water pump corrosion and wetness from the leaking weep holeThe customer acknowledged this repair was needed. The second work order was for the thermostat replacement the customer asked us to perform. He clearly wanted this work performed even though our diagnosis was for radiator workThis work was performed as asked for and authorized by the customerThe customer has not indicated a problem with any authorized services. The radiator was removed without authorization but it was serviced and reinstalled at no charge to the customerThe radiator was installed in better condition than when it was removed because it had been flushed and steam cleanedIt still needs replaced as is evident in the picturesThis is very common with a vehicle of this age and condition. In summary, this customer only paid for work he authorizedHe recieved radiator service for which he was not charged. There is no claim the work authorized and performed to replace the water pump did not meet the customer's expectations So, there is no reason to refund the price of that repair There is no claim the work authorized and performed to replace the thermostats did not met the customer's expectations So , there is no reason to refund the price of that repair It is not possible to refund for the radiator work as he was not charged for any radiator work

Complaint: ***
I am rejecting this response because: Mohr's Automotive has fabricated their ***This is utter FRAUD.Look at my signed version of this work order, which refers to the original price of an additional $(480) to remove and repair my radiator, which I DECLINED, thus it was not priced outNow, they have edited this same invoice to read "FOUND RADIATOR CORRODED SS* REMOVE AND REINSTALL RADIATOR REMOVE RADIATOR FOR OUTSIDE RADIATOR SERVICEREINSTALL RADIATOR, TOP OFF FLUID, RUN ENGINE TO LEAK TEST." Then, they add in "CUSTOMER STATES RADIATOR SERVICE WAS DONE WITHOUT PRIOR AUTHORIZATION LABOR DISCOUNT - CUSTOMER SATISFACTION" and then they act magnanimously as if they backed out the charge for thisHOGWASH.Check out the date that this editing was doneSee "Created" and see that it matches my version of 8/26/11:43:AMThen see the "Completed" and "Invoiced" sectionsFor factual observers, these categories should read "Edited to cover our as" See that they say "9/2/10:49:31" It doesn't take a very smart person to see that this has been edited, and is NOT signed by me.I am attaching my copy without only personal information (and my signature image) removed, so that these guys can be caught lyingI have the original copy of this oneThey DO NOT have a signed version of the one they edited on 9/2/2015.If possible, I will attach the Mpaudios of my conversations with them so that the public can hear them attempting to get me to pay for their mistake.None of their pictures prove anythingThere's a picture of a part, and a picture of a radiatorThey TOOK THE RADIATOR OUT AND ALLEGEDLY WORKED ON IT WITHOUT AUTHORIZATIONAnd, on the first invoice, it is CLEAR that they first charged me much more than $for a diagnostic feeThey reworked this invoice, and I did sign it, because they said it cost them more than they originally thoughtBut I have a signed copy with $assessed in "DIAGNOSTIC" fees.Seriously, They are making this worseIf they want the entire set of recordings hashed out in court, we can go that wayBut they are ADMITTING that they acted without authorization on this recording and then sending the Revdex.com a DOCTORED and fraudulent document that alleges that they acted with honor (by removing a $alleged fee that was made up on this edited document)Ironically, if the Completed and Invoiced time and date (on the doctored invoice) is right, who did they present this document to? I surely wasn't around thenI believe that they have just incriminated themselves further in acting fraudulently.Tom tried very aggressively to get me to switch the above invoice over to apply to the radiatorI even had to go back in to make sure that the amount I signed for was actually going to be used for thermostat replacementListen to him chuckle when I catch him in this attempt to snowball meThe audios are attached
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

After consideration, I have decided to offer you the full refund amount of $However, I do need the release signed before I release the refund check to youI will issue a cashier's check and let you know it is readyAt that point, you can either come down to the shop to sign the release and pick up the check, or send me a signed copy of the release by email or faxThen, I will send you the cashier's check by certified mailFor the parts, I trust that you will have the parts removed and returned to me after the work is performedIf that will work for you, please let me know the best way to contact you once the check has been issued

Valued Customer, Valued customer,I’m sorry that the matter has not been resolved to your satisfactionI have been trying to rectify the issue with you since we learned you are still having problems with the AC on your vehicleFaulty parts are frustrating to customers and business owners
alikeThough failures of this nature are unusual, this is why we have a comprehensive warranty on all of the work performed through our companyWe tried to reach you in order to take care of the problem before the attempted charge back on your credit cardEven though the credit card company ruled in our favor, I would still like to solve this problem with you in a manner that is reasonable to you, while still being fair to me and my businessAfter receiving notification of the charge back, I reached out to you to learn more of the situationI offered to replace the compressor with a new Subaru factory A/C compressor at no chargeHowever, you rejected that solutionI then offered you a refund of $932.94, which was the requested refund in the charge backYou explained the reasoning of the amount was to have a new Subaru OE compressor installed on your vehicle at a different facilityI never heard back from you after offering the refundI am still willing to refund $back to you via company checkThis is the amount that you requested from us for a refund, and we agreed to it, since you declined us performing warranty work on your vehicleThe rest of the work we performed and parts we have replaced have not been a part of this ongoing issue, so no refund will be offered for that workLet me know if this is a satisfactory solutionOnce again, I apologize for the unfortunate situationThank you for bringing this to our attention

Complaint: ***
I am rejecting this response because:Since the A/C was never repaired and still does not work, and this is the third opportunity I gave your shop to fix the problems that you have had since the beginning, and the car has more problems (fan noise, and still no A/C) and still no guaranty that the A/C will work AFTER I replace the compressor.Therefore your offer to sign off ALL future claims is REJECTED.I want a REFUND the TOTAL amount that I spent, and in RETURN I will return all of your parts-AND then I will sign off on any future claims on the form that you said you lawyer provided.However, I will not allow your shop to remove the partsI will remove them, and return them ALL to you, after I receive the refund.Feel free to put a mechanics lien on the car if you're worried you won't get the parts backi have no use for the incorrect parts.Otherwise there will be legal action which I will seek damages in excess of this amount that I spent at Mohr's in order to compensate me for the time I have wasted on this issue.This is our only car, and after bringing it to you three times, and still no repair, I am forced to refuse the offer, as I will have no guarantee that the other a/c parts Mohrs installed are "not faulty" as well.I am also sorry that it has come to that-but you had ample time to address this, and did nothing until I finally contacted VISATwo shops in town have seen your work, and have agreed that the parts that are in there, have been installed incorrectly. Sincerely, * *** They would not state "it was Mohr's fault" to VISA because these auto service departments fear legal action from you, as the reputation of your shop is known, and they did not wish to do anything but diagnose the car,and help us get it working
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]