Purcell Tire & Rubber

Complaint: [redacted]
I am rejecting this response because:the issue of my complaint was not addressed about replacing my key that they lost while my car was in their care .
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/12) */
Let's start with the history of this vehicle. It is a 14 year old BMW with 150,000 miles and a salvage title. The vehicle has a salvage title because it was a total loss vehicle due to a hit in the front that someone had attempted to repair at...

some point in its life. The vehicle was put back together but not very well. Several zip ties were holding items on when we began taking the vehicle apart for the repairs. This was long before it was ever brought to our facility for repair. The customer purchased the vehicle from Sunrise Auto who is one of our regular customers. It had an intermittent over heating problem when Sunrise owned it. We sold Sunrise a radiator that they installed and they thought that took care of the overheating problem, but it did not. Sunrise brought it to us to resolve the overheating issue. To make a long story short we replaced the engine, several deteriorating heater hoses, installed a new water pump and it still had an intermittent overheating problem. More diagnosis, more time, this car has an auxiliary water pump, it was locked up, not working an needed to be replaced so we did. Still has a problem. auxiliary cooling fan was operating when this project started but it now too is not working so we replaced it also. Still has a problem. The only thing left is the fan that the engine drives, known as a fan clutch. Customer is doing that himself. Bottom line on that last $500 is those parts at any supplier in Springfield were significantly more than $500 just for the parts. We ordered them in to save the customer money and lost money on the labor just to try and help out. They both needed replaced. It is our responsibility to get this vehicle to not overheat. As you can tell basically every aspect of the cooling system was worn out and needed replaced. I hate it that this project cost so much and took so much time but I did not sell you the car or create these issues. You purchased a previously wrecked vehicle with a salvage title and an overheating problem. We offered to bring the car back and fix your headlights and or replace the fan clutch at which time you refused service and said you were finishing it up yourself. That's fine but don't throw us under the bus. We repair hundreds of vehicles every year, mostly for repeat customers. They wouldn't keep coming back if we weren't fair in our business practices and I think our record shows this fact. We do not have complaints. This car is definitely an exception to the rule and a nightmare for all involved. We went above and beyond. Sorry you are not happy but we did our part and performed the work correctly.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/02) */
Revdex.com,
To be clear the response from the H&W was full of conjecture and comments but did not resolve or address any of the issues. I have been treated unfairly and charged fraudulently. I am going to stick to the chain of events that should clearly show the improper repairs and a legitimate reason to ask for a $500 refund.
Car was originally taken to H&W to have the head gasket replaced
I was told they have the special tool need to set the cams on this type of car (later discovered that this was not the truth)
After multiple delays and unfulfilled promises of when the car would be repaired I made an unannounced visit.
I discovered during this visit they had actually changed the engine without my knowledge.
This visit was on a Monday after speaking with Dan on a Friday stating they were working on wrapping up a small issue that was a sound in the intake system. (All along they were replacing the engine)
I learned the engine was replaced due to them not having the proper specialty tools to set the cams resulting in bent valves (Dan told me they had to make a tool after telling me in the beginning they had purchased the $300 tool to set the head) This was clear dishonesty.
I finally was able to pick the car up after them having for over a month.
I had to take back the following week due to some work they could not finish due to a different shop needing to fix the A/C Blower
Things I that needed to be done when I brought the car back -
o Charge A/C
o Car was running too cold on temp Gauge
o Small leak on upper radiator hose
o Check Engine Light was on
They took two weeks to finish the car and was told they have no idea what to do to fix the check engine light. (I would think with all the repairs done this should be fixed?)
I picked the car up and the engine was running hot before we got 4 miles down the road (Car was running too cold when I dropped it off????) This was not an issue when I brought the car to them so what happened to it while it was in their possession I have no idea?
They came and picked it up and brought it back to their shop.
They replaced the Condenser Fan and the Electric Auxiliary Water pump and upon further research neither of those items would have contributed to the issue. I did not authorize the labor or part cost for the Condenser fan.
They told me I could pick it up but would have to run heater on "High" so it doesn't overheat.
They told me they thought all along it could be the Fan Clutch and that I should replace that???
The day I picked it I found there were missing screws and the headlights were damaged and not working. I called Dan and he said to bring it back but I declined due to already being taken advantage of.
I replaced the Fan Clutch and the car is still running hot.
To summarize I have clearly been taken advantage of and only want a partial return to help fix the car they clearly did not have the technical know-how to do. I am hoping the Revdex.com can help support this reasonable request for a consumer that has been wronged by this business. If this is not resolved I feel strongly enough that I am ready to take this to small claims court. If for anything repairs that were done without my approval or knowledge then I was charged for the unauthorized repairs.
Final Business Response /* (4000, 20, 2016/04/01) */
ONCE AGAIN, I WAS INVOLVED WITH SUNRISE AUTO IN SELLING THEM PARTS TO FIX AN OVERHEATING PROBLEM WITH THIS BMW LONG BEFORE YOU PURCHASED IT. WE DID NOT WORK ON IT. WE JUST SOLD THEM PARTS. SUNRISE AUTO "THOUGHT" THEY HAD IT FIXED BUT OBVIOUSLY THEY DID NOT. THIS CAR HAS SO MUCH INVOLVED WITH THE COOLING SYSTEM IT IS NOT EASY TO FIGURE OUT. THE $500 YOU ARE REFERRING TO COVERED 2 PARTS (AN ELECTRIC COOLING FAN AND AN AUXILIARY WATER PUMP THAT WERE BOTH BAD. NO LABOR WAS CHARGED FOR THESE. I PERSONALLY HANDED YOU THE OLD PARTS, KNOWING YOU WERE A SKEPTICAL TYPE OF PERSON, SO YOU COULD SEE WHAT WE REPLACED AND TEST THEM TO SEE THEY DID NOT WORK. YOU, FOR SOME REASON, DID NOT THINK THESE PARTS WERE NECESSARY SO MY SUGGESTION IS FOR YOU TO BRING THE NEW FAN ASSEMBLY AND THE NEW WATER PUMP BACK TO ME AND I WILL REFUND YOUR $500. YOU CAN PUT YOUR OLD ONES BACK ON SINCE NEITHER OF THESE PARTS ARE NECESSARY IN YOUR OPINION. I CERTAINLY DON'T LIKE THE FACT THAT YOU ARE STILL HAVING PROBLEMS. GIVEN THE OPPORTUNITY, WE WOULD FIGURE THIS OUT BUT YOU OBVIOUSLY DON'T WANT TO SPEND THE MONEY. LET'S NOT FORGET, THIS IS A SALVAGE VEHICLE. IT WAS HIT IN THE FRONT AND REPAIRED (NOT BY H & W) BUT NOT CORRECTLY. WHO KNOWS WHAT WAS RIGGED DURING THAT REPAIR WORK. CERTAIN THINGS ARE OBVIOUSLY NOT CORRECT. ALSO, WE DID NOT SELL YOU THIS BMW. WE WERE JUST TRYING TO HELP YOU FIGURE OUT AN OVERHEATING PROBLEM AND WHEN RADIATOR COOLING FANS AND AUXILIARY WATER PUMPS DO NOT WORK IT'S OUR OPINION THAT'S A GREAT PLACE TO START.

We sold a good engine to her installer to put in her car. The vehicle will not start and has electrical issues. Engine was tested here and is known to be good. The vehicle was brought here by her friend. We diagnosed the issues with our equipment, the issues are too deep for us to fix for free, as...

she has no money to spend. When we unplugged her computer there was water in the connection, indicating the vehicle was outside in the weather with no protection.Her car sat with the windows down in the rain, as was indicated by the same issue with other plugs in the car.We have 4 hours of diagnoses time and a tow that she was NOT charged for at all.

Once again, we did FREE labor and did not charge anything trying to help out. If she would like to pay us for what we did, then we will pay for a key. She will owe us for 4 hours of labor at $50 an hour and the tow to her house is $50. OR we can call it even and she can get her own key.