New Canaan Foreign Car Service, Inc.

Complaint: ***
I am rejecting this response because: If the job was done properly we would not be in this conversation nowI am going to get satisfaction one way or the otherYou will not get away with this bait and switch
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The issue that brought the car to them was the transmissionThe issues are all tied together with the transmissionThe car was not running right when it was returned to me by New Canaan Foreign CarThey assured me it would be fixed which is way I gave them instead of the they originally quoted meIts outrageous that they think they can get away with itJust a few days ago the transmission slipped out of gear while I was driving on the parkwayThats a dangerous situation and its their fault.I either want a complete refund or my car fixed properly immediately
Sincerely,
*** ***

[redacted] The customer came in for a misfire issue. A standard safety check was also done and other issues were documented. The customer was made aware of these issues. I have a detailed email that the customer responded to that validates that claim. The vehicle needed spark plug wires, but the...

customer needed to take the vehicle before the repairs could be made. The vehicle was then towed in the following day. The spark plug wire repair was performed. At that point we still had a misfire situation but only on one side of the engine. We traced that fault to a clogged catalytic converter on the left side. The customer was informed and although not happy agreed to perform the repairs. After installing the catalytic converter and applying a heavy discount to the customers bill the misfire was issue was resolved. After delivering the vehicle the customer started to complain about issues found in the safety inspection which he was made aware of. He demanded that we fix these issues which had nothing to do with the repairs we performed. He became extremely irate and began to yell over the phone. It was at this point we apologized for the situation and suggested he find another shop to have the work done. The transmission issue that he is now complaining about is part of an email with estimates that he acknowledged but did not want to do anything about. All if this documentation is available upon request.
Sincerely,
New Canaan Foreign Car

All materials supporting our claim that you were serviced correctly have been presented. A refund is not possible. All documentation supporting a correct repair will be made available to the DMV.

Complaint: [redacted]
I am rejecting this response because: They brought the car back to me stating is is now running well and it was not. I had to bring it back again the next day. Again they said it was fixed and IT WAS NOT.Refund my money or fix the car. I have sent a formal complaint today to the Dept of Motor Vehicles as well. I will not allow them to take 2500 cash from me and give me back a car that is not fixed. This whole mess started with them telling me I only had to pay 700.00 to fix it and this was done after a thorough review of the car. Thyse used bait and switch tactics with me and they will NOT get away with it. Once the Dept of Motor Vehicles processes my complaint this is going to get alot bigger of a problem for them. In the meantime my car still does not run correct.GIVE ME A REFUND OF THE 2450.00 CASH I GAVE YOU SO I CAN GO TO ANOTHER MECHANIC OR FIX MY CAR IMMEDIATELY. I will go back and forth on the matter.I want satisfaction.If I have to go to small claims court and sue you I have all the time in the world to spend on doing exactly that.
Sincerely,
[redacted]

On 2/19/16 the customer came in complaining about running rough over 3000 rpms. The technician traced fault to spark plug wires getting hot and failing. During our safety check the technician found other issues not related to the initial complaint, one being an issue with the transmission. These issues were documented on the recommendation section of the invoice which was signed by the customer. The customer also received and responded to emails detailing the recommendations and did not want to address them. The customer needed to pick up the vehicle on 2/19/16 before the repairs to the spark plug wires could be performed. On 2/22/16 the vehicle was towed in and the spark plug wires were replaced. After the repairs were made the technician still had misfires but only on one side of the engine. The technician traced the fault back to a failing and partially clogged catalytic converter. The customer agreed to replace the catalytic converter and once repairs were made the misfires were gone. Now the customer is complaining about a transmission issue that he was made aware of but did not want to repair. I am attaching the invoices for this repair(signed by customer with descriptions of his complaints and recommendations for repairs) and the corresponding emails for the recommendations.

Review: On April 28, 2014 New Canaan Foreign Car replaced the front and back brakes on my 2008 [redacted] and the brake job was done incorrectly. I had discussed with the owner [redacted] ahead of time and specifically asked for genuine [redacted] replacement parts before authorizing the job to be completed but cheaper aftermarket brake parts were installed on my car and they were not working correctly and this was confirmed in writing by a [redacted] dealership. [redacted] as the owner of New Canaan Foreign Car was given ample opportunity to rectify this situation and chose not to do so but was nice enough to send me actual proof that he did install cheaper aftermarket brake after initially telling me he installed genuine [redacted] parts.

The car was brought back to [redacted] at least three times in addition to multiple phone calls I placed trying to rectify the problem but they said they couldn’t find any problems. [redacted] finally admitted to me in December of 2014 that he did not install genuine [redacted] parts and one of his mechanics told me that he worked for [redacted] for 32 years before being hired by New Canaan Foreign Car and the problem with my brakes is that they are not genuine [redacted] parts, which is why the brake pedal feels different/wrong and why they make the noise we heard during the test drive. His mechanic also told me that when New Canaan Foreign Car installed a new battery in my car previously, the battery was not registered to the car and suggested I bring the bar to [redacted] for service and [redacted] confirmed in writing that the battery and brakes were incorrectly installed and the brakes were not [redacted] brakes.

I sent [redacted] a certified letter in January 2015 highlighting the problem and he sent me a certified letter back basically telling me I was wrong but he was nice enough to include proof that he did not install [redacted] parts and admitted as much. He also offered to install [redacted] parts if I bring the car back to him but if a mechanic seems dishonest why would I let him work on my car again?Desired Settlement: Refund

Business

Response:

When I got authorization for the brake replacement [redacted] asked if we used original [redacted] parts. I told him we do not but, use high quality after market parts some of which are made by the same manufacturers that [redacted] use. [redacted] complained 3 times of noise from the brakes we were only able to verify noise the first time which was caused by a debris caught between the rear metal back plate of the brake and the brake rotor. The second complaint of noise we were not able to duplicate but when I asked him were he thought the noise was coming from he said he thought the noise was from the rear of the car. We replaced the rear brakes again with no charge. I told him that if the noise was occurring to stop by and I would send a technician out on the road with him to verify the noise so we could correct it. The third complaint he came to the shop and said there was noise from the brakes. He took a ride with the technician but the noise did not occur. The technician told him to come in and talk to me because he was sure I would do something for him, [redacted] refused to come in.After receiving [redacted]'s letter I responded with my own letter and offered to replace the brakes with [redacted] parts.Our reputation is built on honest quality work. The offer is still open to replace the front and rear brakes with [redacted] parts with no charge as the brakes are still under warranty by our company.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: