Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I am rejecting the response based on the inaccuracy of the information contained in the statement. 1.) The car was brought to Nelson's Auto Specialists via a referral from the husband of a co-worker. The husband of the co-worker was at Nelson's when we brought the car in. It was clear to him and it was clearly communicated that we had just picked up the car from another repair shop which had diagnosed the CEM as being defective. During the next two weeks while the car was at Nelson's I asked him more than once if he had detected a problem with the CEM. He stated "these cars rarely have problems with the computer". It should be noted that his mechanic was on vacation during this time. The car was towed back to the shop on Satursay 7/15/17. I went to the shop on the morning of 7/17/17 and within 5 minutes of my arrival the mechanic diagnosed my CEM as being defective. 2.) When the car broke down in Madison, CT on 7/15/17 I attempted to call the shop and called my co-worker to see if she had a cell phone number for [redacted]. I attempted to e-mail without success (messages were "rejected"). Please try and call the phone number for the shop and you will receive a message that "the person you have called has a voice mailbox which has not been set up yet". Also, please try sending an e-mail to the e-mail address listed on the website. There is no way to communicate with the shop if the receptionist is not there. 3.) During the first repair, which cost approximately $1200, [redacted] suggested the water pump, brakes and ignition coil. I requested the timing belt as it was an overdue maintenance item. [redacted] did not suggest it. 4.) I presented [redacted] with the [redacted] bill for towing on 7/17/17 which was $500. I requested reimbursement for this expense. He refused, stating that it "doesn't cost him $500 to tow a car to Connecticut"; "he can tow a car to New York for $200." 4.) CEM was obtained by Nelson's and price estimate was $1500 with a $200 "discount". Car was in the shop from 7/17/17 to 8/7/17. I went to the shop on a daily basis to check on the status of the car. Nelson's had purchase a software program for programming the CEM and it was not working. I was told daily that the car would be ready the next day or I would be called in "2 hours". This went on for day after day. I explained to [redacted] that my daughter was in Connecticut without a car for transportation to work because of this situation and she was very anxious to have the work completed. On 7/28/17 [redacted] offered me a "rental at his expense" through Neighborhood Auto Rental as a "friend of his worked there". I was able to pick up a rental on 7/29/17. My car was delivered to my daughter in Connecticut and I drove the rental while my car was being repaired. 5.) I was told that my car would be ready on 8/4/17 as [redacted] had taken the [redacted] to a [redacted] dealer in Pawtucket, RI to have it programmed. Please note that I had purchased an extra key for the car from [redacted] at a cost of $100 and he did not have the key programmed so it is of no value. He stated my daughter could bring it back at a later time to have it programmed. I was told that he would program it at the time of the purchase. 6.) When I went to the shop on the morning of 8/4/17 to pick up my [redacted] brought the car up to the driveway to the shop. When I got into the car and began to drive it it was obvious that something was very wrong. I called the mechanic out and he stated that my exhaust system was "rusted-out" and rotted and would have to be replaced. [redacted] response was: "Can't we just put a brace on it?" Obviously he was aware of the problem as he had just driven the car but yet did not mention it. I explained that I had an appointment in Woburn and would not be able to return until later in the day. I was left a voice mail by their receptionist at approximately 2:30 p.m. stating they had the parts and wanted permission to perform the repair. I left a message giving my approval. I did not receive another call from Nelson's to inform me that the repair was completed. Therefore I assumed that, since they had called me so late in the day and were closed on Saturday and Sunday, that my car would not be ready until Monday,7.) On Monday morning I called the shop and was told that my car had been ready at 5:30 p.m. on Friday. [redacted] presented me with a bill for $500 for the repair and stated he would add $200 for the bill for the use of the rental vehicle for the two days after my car was ready. I did not know my car was ready as they did not call or leave me any messages regarding this. He then said he would add $100, instead of $200 to the bill for the use of the rental. The rental was through [redacted]. There daily rate is $25 for the type of car I had ([redacted]). Therefore the 2 day rental would have been $50.8.) Finally, I should note that aftermarket parts were used for the exhaust repair. The body of the exhaust was replaced but the rusted and rotted tailpipe was left on the car.9.) Conclusion: This company is more concerned with dollars than with quality repair or customer service.
Regards,
[redacted]
Nelson's Auto Specialists Inc.1451 Cove Rd New Bed ford, MA 02740 Re : [redacted]
[redacted] The 2004 [redacted] Vin # [redacted] was brought to the shop ON 6/26/17 for diagnostic, the complaint was the car sometimes doesn't start.For...
the time the car was at the repair shop it always started we could not duplicated the complain.Scanned electronic system for codes and found only a misfiring code for cylinder # 1, which could be noticed by the shaking engine at idle and power loss on take off.Due to the the high mileage of the car we recommended following factory recommendations to have timing belt and water pump done.Front brakes had 15% left and rusty rotors we recommended to have a front brake job.Never was mentioned that the car was checked by another garage which probably had the car not starting and they found that CEM (control electronic module which is part of immobilizer and all electronic body control system, not the Engine computer which seldom go bad), was found defective. After contact the customer with our recommendations the repairs were approved and done. The car was delivered on 7/6/17. Car was towed to the garage on Sunday 7/16/17 (shop is closed Saturday and Sundays) we never got a phone call from the customer.Car was not starting and we were able to diagnose on Monday a bad CEM (central control module) Contacted customer with price and offered $200.00 discount. Having troubles with [redacted] programing site we provide a courtesy rentalunder owr expenses from Neighborhood Auto Rental. We had to send car to [redacted] dealer paying extra $340.00 on top of $840.00 control module. We are still in contact with [redacted] and [redacted] of America till the present day trying to resolve the problem being unable to program [redacted] control units . We charge the customer $1247.14 and cost us almost double.When [redacted] Left gave me a big hug and I am sure she was grateful for the work we completed on the vehicle. Sincerely [redacted] August 15 of 2017
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I am rejecting the response based on the inaccuracy of the information contained in the statement. 1.) The car was brought to Nelson's Auto Specialists via a referral from the husband of a co-worker. The husband of the co-worker was at Nelson's when we brought the car in. It was clear to him and it was clearly communicated that we had just picked up the car from another repair shop which had diagnosed the CEM as being defective. During the next two weeks while the car was at Nelson's I asked him more than once if he had detected a problem with the CEM. He stated "these cars rarely have problems with the computer". It should be noted that his mechanic was on vacation during this time. The car was towed back to the shop on Satursay 7/15/17. I went to the shop on the morning of 7/17/17 and within 5 minutes of my arrival the mechanic diagnosed my CEM as being defective. 2.) When the car broke down in Madison, CT on 7/15/17 I attempted to call the shop and called my co-worker to see if she had a cell phone number for [redacted]. I attempted to e-mail without success (messages were "rejected"). Please try and call the phone number for the shop and you will receive a message that "the person you have called has a voice mailbox which has not been set up yet". Also, please try sending an e-mail to the e-mail address listed on the website. There is no way to communicate with the shop if the receptionist is not there. 3.) During the first repair, which cost approximately $1200, [redacted] suggested the water pump, brakes and ignition coil. I requested the timing belt as it was an overdue maintenance item. [redacted] did not suggest it. 4.) I presented [redacted] with the [redacted] bill for towing on 7/17/17 which was $500. I requested reimbursement for this expense. He refused, stating that it "doesn't cost him $500 to tow a car to Connecticut"; "he can tow a car to New York for $200." 4.) CEM was obtained by Nelson's and price estimate was $1500 with a $200 "discount". Car was in the shop from 7/17/17 to 8/7/17. I went to the shop on a daily basis to check on the status of the car. Nelson's had purchase a software program for programming the CEM and it was not working. I was told daily that the car would be ready the next day or I would be called in "2 hours". This went on for day after day. I explained to [redacted] that my daughter was in Connecticut without a car for transportation to work because of this situation and she was very anxious to have the work completed. On 7/28/17 [redacted] offered me a "rental at his expense" through Neighborhood Auto Rental as a "friend of his worked there". I was able to pick up a rental on 7/29/17. My car was delivered to my daughter in Connecticut and I drove the rental while my car was being repaired. 5.) I was told that my car would be ready on 8/4/17 as [redacted] had taken the [redacted] to a [redacted] dealer in Pawtucket, RI to have it programmed. Please note that I had purchased an extra key for the car from [redacted] at a cost of $100 and he did not have the key programmed so it is of no value. He stated my daughter could bring it back at a later time to have it programmed. I was told that he would program it at the time of the purchase. 6.) When I went to the shop on the morning of 8/4/17 to pick up my [redacted] brought the car up to the driveway to the shop. When I got into the car and began to drive it it was obvious that something was very wrong. I called the mechanic out and he stated that my exhaust system was "rusted-out" and rotted and would have to be replaced. [redacted] response was: "Can't we just put a brace on it?" Obviously he was aware of the problem as he had just driven the car but yet did not mention it. I explained that I had an appointment in Woburn and would not be able to return until later in the day. I was left a voice mail by their receptionist at approximately 2:30 p.m. stating they had the parts and wanted permission to perform the repair. I left a message giving my approval. I did not receive another call from Nelson's to inform me that the repair was completed. Therefore I assumed that, since they had called me so late in the day and were closed on Saturday and Sunday, that my car would not be ready until Monday,7.) On Monday morning I called the shop and was told that my car had been ready at 5:30 p.m. on Friday. [redacted] presented me with a bill for $500 for the repair and stated he would add $200 for the bill for the use of the rental vehicle for the two days after my car was ready. I did not know my car was ready as they did not call or leave me any messages regarding this. He then said he would add $100, instead of $200 to the bill for the use of the rental. The rental was through [redacted]. There daily rate is $25 for the type of car I had ([redacted]). Therefore the 2 day rental would have been $50.8.) Finally, I should note that aftermarket parts were used for the exhaust repair. The body of the exhaust was replaced but the rusted and rotted tailpipe was left on the car.9.) Conclusion: This company is more concerned with dollars than with quality repair or customer service.
Regards,
[redacted]
Nelson's Auto Specialists Inc.1451 Cove Rd New Bed ford, MA 02740 Re : [redacted]
[redacted] The 2004 [redacted] Vin # [redacted] was brought to the shop ON 6/26/17 for diagnostic, the complaint was the car sometimes doesn't start.For...
the time the car was at the repair shop it always started we could not duplicated the complain.Scanned electronic system for codes and found only a misfiring code for cylinder # 1, which could be noticed by the shaking engine at idle and power loss on take off.Due to the the high mileage of the car we recommended following factory recommendations to have timing belt and water pump done.Front brakes had 15% left and rusty rotors we recommended to have a front brake job.Never was mentioned that the car was checked by another garage which probably had the car not starting and they found that CEM (control electronic module which is part of immobilizer and all electronic body control system, not the Engine computer which seldom go bad), was found defective. After contact the customer with our recommendations the repairs were approved and done. The car was delivered on 7/6/17. Car was towed to the garage on Sunday 7/16/17 (shop is closed Saturday and Sundays) we never got a phone call from the customer.Car was not starting and we were able to diagnose on Monday a bad CEM (central control module) Contacted customer with price and offered $200.00 discount. Having troubles with [redacted] programing site we provide a courtesy rentalunder owr expenses from Neighborhood Auto Rental. We had to send car to [redacted] dealer paying extra $340.00 on top of $840.00 control module. We are still in contact with [redacted] and [redacted] of America till the present day trying to resolve the problem being unable to program [redacted] control units . We charge the customer $1247.14 and cost us almost double.When [redacted] Left gave me a big hug and I am sure she was grateful for the work we completed on the vehicle. Sincerely [redacted] August 15 of 2017