Mutual Motors

Re: Complaint # [redacted]To Whom It May...

Concern:                                    ...⇄ [redacted] purchased a 2005 [redacted] from us on August 28,2015, she financed this vehicle through [redacted]. The vehicle came with a thirty day or 1,250 miles warranty. On December 19,2015 [redacted] came back to Mutual Motors with a gentleman, she showed us a estimate from [redacted] in Sandwich Ma to have her engine replaced the estimate cost was over$3500.00. We explained to [redacted] that at this time her thirty day warranty had expired. Mutual Motors does not own our own repair facility, but we knew the estimated cost she had received seemed to be high for the engine replacement. So Mutual Motors made some phone calls to find some cost on a used engine, we were able to locate one for $1200.00 which had a six month warranty on the engine only no labor. We also called the repair facility that services our vehicles to get a estimate on the cost to replace the engine, it would cost $450.00 making a total of $1650.00 to replace the engine with parts and labor. [redacted] requested to do the repairs under Mutual Motors to get the discounted rate.                                     �...⇄  At this time the vehicle was located in the back of [redacted] with the engine compartment cover, sensors and ignition coils apart as well as the idler air control valve ( we did take pictures and can provide them at your request. On December 22,2015 Mutual Motors paid at our own expense to have the vehicle towed from [redacted] to the repair facility to have the engine replaced.When the repairs were completed on January 4,2016 Mutual Motors delivered the vehicle back to the customer at her home, because she had no way of coming to pick the vehicle up. The vehicle was delivered at no charge to the customer.                                   �...⇄  On February 25,2016 we received by mail from [redacted] a invoice from [redacted] of services she had performed. A few days later she called Mutual and explained that she could not bring the vehicle down for us to look at that is why she brought it to [redacted]. As Customer was aware any and all warranty repairs are only covered if they were done only by the repair facility which replaced the engine. Any work performed by another repair facility is not covered.                                    ...⇄ March 3,2016 by mail from [redacted] we received another invoice from [redacted], Invoice stated that they scanned her check engine light and reset it, they also did a smoke test and found no faults. [redacted] called us and we explained as with the last invoice she sent to us that we do not cover repairs done at another facility. [redacted] was aware that she had a six month warranty on the engine only no labor only through the repair facility had replaced the engine for her. [redacted] still chose to bring the vehicle to and outside repair facility to be checked and repaired at her own cost.                                     �...⇄ Best Regards,                                    ...⇄ Mutual Motors