Ray's Automotive, LLC.

We here at Ray's Automotive,  have been more than willing to help Mr. [redacted] in resolving the issues with his vehicle.  In response to the complaints stated by Mr. [redacted], He claims that he has had more problems with the truck since...

we have done the repairs. The first thing I need to clear up is that the vehicle was not running when it was towed in and the motor was seized and would not turn over. The vehicle was repaired previously at [redacted] where they had replaced a turbo twice (once on April 2013 and again January 2014) which Mr. [redacted] said that’s what they said was wrong with it originally and he stated that their turbo damaged his motor and that is why he brought it to us. We contacted [redacted] to see what the initial problems they saw with the vehicle were. It was at that time that they told us that Mr. [redacted] was a problem customer and is no longer allowed back in their shop.  We had expressed to the customer that the motor needed to be repaired first before we could determine if there was anything else wrong with the vehicle. The customer was very adamant  that the price for the motor job was way too expensive and was also extremely rude to me by yelling at me and stating that he doesn't have to put up with us and he will take his business elsewhere. At that point I encouraged Mr. [redacted] to get price quotes from anywhere he would like just to prove that we were being more than fair on our prices. I also told Mr. [redacted] that after the way he treated me and how disrespectful he was over the phone that I did not want nor need his business and that he could pick up his vehicle anytime he would like. About a week later he had contacted me and said to go ahead with the motor work (but stated this in a very negative way). I told him again that I really did not want to do any work to his vehicle and would rather him come to have his vehicle towed from the shop. Mr. [redacted] said that he was needing to get the truck running again because he was tired of dealing with the truck and had planned to sell it eventually.  We then agreed to perform the work needed to get the vehicle up and running. we had found other issues upon teardown and let the customer know of these other problems he agreed for us to make the additional repairs as stated on the repair order. After all repairs were made on the vehicle we had started the vehicle and checked the truck over once more and found other issues with the vehicle which we stated on the repair order.  Mr. [redacted] then declined any further work to the vehicle and we noted this on the repair order as well.  As with all jobs that are performed here, we strive to provide the best service possible at the best price possible. I had told Mr. [redacted] (as with any customer we provide a service for) that if he has any issues, not to hesitate and call me right away. We had not heard anything from Mr. [redacted] via phone or any other forms of communication after that. It wasn't until about 2 months after the motor repair we had received our first "slam" on our [redacted] page stating that we put the motor in the vehicle and now it won't start and also his windshield washers weren't working. My [redacted] contacted Mr. [redacted] because he refused to talk to me saying that I was un-professional and mean to him. We had the vehicle picked up with a tow truck because even though it was starting right then he did not trust it enough to drive it. after the truck arrived at the shop we went through the truck thoroughly and inspected all of the areas we touched including the charging/starting  system.  We found no issues with the charging/starting system but we did find a hose on the washer pump that had come loose from the washer pump. We told the customer what we found  and we connected the hose properly and tested to make sure that the windshield washer fluid was coming out like it should.  The customer did not pay for any of this bill or the tow bill. We gave the customer an invoice (no charge to customer at all, just for the customers records to show what we checked/found)  and he picked the vehicle up.  The next time we heard from Mr. [redacted] was once again on [redacted] around September of 2014 with more accusations against us not fixing his vehicle properly.  We contacted him once again  and he was stating that now his air bag light is on. We asked the customer if he could drive it to us so we could check it out. He drove the truck in and dropped it off. We checked over the air bag system and we found codes for circuit faults checked over all connections and grounds and replaced a questionable ground wire, then we started looking under the dash for further issues.  The tech found evidence of water damage as if the vehicle were in a flood. We took pictures of the water damage and notified the customer. At that point the customer declined to look any further into the issue. We did not charge him again for anything on this invoice as well.  The customer  picked the vehicle up and after a phone call made about 3 days later told us he was not experiencing any issues at that time.  The claims that he is now making online is in regards to the excessive smoke and the light on the dash is most likely pointing towards the DPF system. That system is a part of the exhaust and emissions system (which has nothing to do with a motor replacement). The DPF systems on the 6.4L diesels' have common issues with clogging up and typically will set a light. most times these issues can be resolved with a manual regeneration process that would take about an hour to an hour and a half of driving the vehicle until the re-gen states it is done on the dash or we can perform the re-gen with our scan tool. However the problems that he is complaining of have nothing to do with anything or any repairs that we have made to this vehicle and as I stated earlier, the motor has been rebuilt with the exception of all of his other components, which are his original components. The vehicle was towed to us not running and with the motor seized up. We had no idea if there were any prior issues with the vehicle and made sure that the customer was aware of this as well before and after repairs were done. We have reached out to help Mr. [redacted] many times and all we have asked is for him to call us if he has any issues or concerns, but we still received no calls and all he seems to want to do is "bash" us on the internet.  I find that to be very immature and disrespectful. I have attached the invoices so you can see the work that was completed, the recorded complaints that followed and what we tried to do to help Mr. [redacted] in his time of need. If there are any questions in regards to this claim, please don't hesitate to contact me at any time here at the office. Thank You, [redacted]
 
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]  Me being immature ?  No, being realistic that they do not know what they are doing.  I had to have it looked at again by a more experienced mechanic who understands my frustrations and I had to pay out another $800.00.  Yes I am upset with the cost of poor quality workmanship and needing to get outside assistance by someone that has a clue what they are doing.. Not some amateur weekend warriors.  I was initially lied too about the cost, [redacted] would call and NOTHING was cheap that they kept heaping on.  I am disgusted with [redacted] and refuse to talk to him about anything.  I would call and talk to [redacted] himself or [redacted].  But no one returns emails and they claim to spend 15 hours with a fine tooth comb to fix the additional problems they caused..  More lights on the dash cluster when I got it back from them with the second time bringing it to them.. Went from Bad to worse..  Yes they got it to run, but it has more problems then they want to admit to causing.. Smoking and wrench light are NOT normal operation for this vehicle.
Regards,
[redacted]

Ray's Automotive recently serviced (Bulletproofed) my [redacted] 6.0L diesel truck. From start to finish, my experience was nothing short of Outstanding! The staff was extremely friendly and answered all of my questions. They even provided pictures of my truck's progress and updated me with daily emails. The service on my truck was extensive and required removing the cab from the frame. When I picked up my truck, I couldn't even tell they had worked on it because everything looked just like it did when I dropped it off for service. These folks know what they are doing and value customer satisfaction. I highly recommend this company to anyone looking for great automotive service and honest people.

Review: I took my truck to Ray's about a year ago. Had the engine rebuilt and have had more problems with the truck since. They claimed to have checked it over one time with a fine tooth comb in a 15 hour time period, I had a friend check it over and find out they did not reconnect a connector in about 2.5 hours and fixed that initial problem. Now almost 8,000 miles after the engine rebuild I am getting a error on the dash and horrendous smoke from the truck. When I turn the truck off the light goes off and the smoke stops with the restart. I am having trouble with Ray's responding back to my problems I am seeing and need this taken care of. Their techs need to be taught better for this type of repair. Very costly.Desired Settlement: Repair it properly or pay a qualified technician to repair it correctly.

Business

Response:

We here at Ray's Automotive, have been more than willing to help Mr. [redacted] in resolving the issues with his vehicle. In response to the complaints stated by Mr. [redacted], He claims that he has had more problems with the truck since we have done the repairs. The first thing I need to clear up is that the vehicle was not running when it was towed in and the motor was seized and would not turn over. The vehicle was repaired previously at [redacted] where they had replaced a turbo twice (once on April 2013 and again January 2014) which Mr. [redacted] said that’s what they said was wrong with it originally and he stated that their turbo damaged his motor and that is why he brought it to us. We contacted [redacted] to see what the initial problems they saw with the vehicle were. It was at that time that they told us that Mr. [redacted] was a problem customer and is no longer allowed back in their shop. We had expressed to the customer that the motor needed to be repaired first before we could determine if there was anything else wrong with the vehicle. The customer was very adamant that the price for the motor job was way too expensive and was also extremely rude to me by yelling at me and stating that he doesn't have to put up with us and he will take his business elsewhere. At that point I encouraged Mr. [redacted] to get price quotes from anywhere he would like just to prove that we were being more than fair on our prices. I also told Mr. [redacted] that after the way he treated me and how disrespectful he was over the phone that I did not want nor need his business and that he could pick up his vehicle anytime he would like. About a week later he had contacted me and said to go ahead with the motor work (but stated this in a very negative way). I told him again that I really did not want to do any work to his vehicle and would rather him come to have his vehicle towed from the shop. Mr. [redacted] said that he was needing to get the truck running again because he was tired of dealing with the truck and had planned to sell it eventually. We then agreed to perform the work needed to get the vehicle up and running. we had found other issues upon teardown and let the customer know of these other problems he agreed for us to make the additional repairs as stated on the repair order. After all repairs were made on the vehicle we had started the vehicle and checked the truck over once more and found other issues with the vehicle which we stated on the repair order. Mr. [redacted] then declined any further work to the vehicle and we noted this on the repair order as well. As with all jobs that are performed here, we strive to provide the best service possible at the best price possible. I had told Mr. [redacted] (as with any customer we provide a service for) that if he has any issues, not to hesitate and call me right away. We had not heard anything from Mr. [redacted] via phone or any other forms of communication after that. It wasn't until about 2 months after the motor repair we had received our first "slam" on our [redacted] page stating that we put the motor in the vehicle and now it won't start and also his windshield washers weren't working. My [redacted] contacted Mr. [redacted] because he refused to talk to me saying that I was un-professional and mean to him. We had the vehicle picked up with a tow truck because even though it was starting right then he did not trust it enough to drive it. after the truck arrived at the shop we went through the truck thoroughly and inspected all of the areas we touched including the charging/starting system. We found no issues with the charging/starting system but we did find a hose on the washer pump that had come loose from the washer pump. We told the customer what we found and we connected the hose properly and tested to make sure that the windshield washer fluid was coming out like it should. The customer did not pay for any of this bill or the tow bill. We gave the customer an invoice (no charge to customer at all, just for the customers records to show what we checked/found) and he picked the vehicle up. The next time we heard from Mr. [redacted] was once again on [redacted] around September of 2014 with more accusations against us not fixing his vehicle properly. We contacted him once again and he was stating that now his air bag light is on. We asked the customer if he could drive it to us so we could check it out. He drove the truck in and dropped it off. We checked over the air bag system and we found codes for circuit faults checked over all connections and grounds and replaced a questionable ground wire, then we started looking under the dash for further issues. The tech found evidence of water damage as if the vehicle were in a flood. We took pictures of the water damage and notified the customer. At that point the customer declined to look any further into the issue. We did not charge him again for anything on this invoice as well. The customer picked the vehicle up and after a phone call made about 3 days later told us he was not experiencing any issues at that time. The claims that he is now making online is in regards to the excessive smoke and the light on the dash is most likely pointing towards the DPF system. That system is a part of the exhaust and emissions system (which has nothing to do with a motor replacement). The DPF systems on the 6.4L diesels' have common issues with clogging up and typically will set a light. most times these issues can be resolved with a manual regeneration process that would take about an hour to an hour and a half of driving the vehicle until the re-gen states it is done on the dash or we can perform the re-gen with our scan tool. However the problems that he is complaining of have nothing to do with anything or any repairs that we have made to this vehicle and as I stated earlier, the motor has been rebuilt with the exception of all of his other components, which are his original components. The vehicle was towed to us not running and with the motor seized up. We had no idea if there were any prior issues with the vehicle and made sure that the customer was aware of this as well before and after repairs were done. We have reached out to help Mr. [redacted] many times and all we have asked is for him to call us if he has any issues or concerns, but we still received no calls and all he seems to want to do is "bash" us on the internet. I find that to be very immature and disrespectful. I have attached the invoices so you can see the work that was completed, the recorded complaints that followed and what we tried to do to help Mr. [redacted] in his time of need. If there are any questions in regards to this claim, please don't hesitate to contact me at any time here at the office. Thank You, [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] Me being immature ? No, being realistic that they do not know what they are doing. I had to have it looked at again by a more experienced mechanic who understands my frustrations and I had to pay out another $800.00. Yes I am upset with the cost of poor quality workmanship and needing to get outside assistance by someone that has a clue what they are doing.. Not some amateur weekend warriors. I was initially lied too about the cost, [redacted] would call and NOTHING was cheap that they kept heaping on. I am disgusted with [redacted] and refuse to talk to him about anything. I would call and talk to [redacted] himself or [redacted]. But no one returns emails and they claim to spend 15 hours with a fine tooth comb to fix the additional problems they caused.. More lights on the dash cluster when I got it back from them with the second time bringing it to them.. Went from Bad to worse.. Yes they got it to run, but it has more problems then they want to admit to causing.. Smoking and wrench light are NOT normal operation for this vehicle.

Regards,