Rocky Mountain Surgery Center, LLC

To begin, the customer came in 11/14/ requesting a price on a tune upAfter getting more information and a $quote we convinced her to have her concerns diagnosedShe needed her annual vehicle safety inspection and the check engine light was on (had been for a year and a half), and the vehicle was misfiring/running roughOur records indicate back in February of we advised her of trouble codes: P0105-map sensor, P0400-EGR fault, P0442-Evap system faultUpon this visit we find P0300, P0305, P0306, P0105, misfire codes and a map sensor codeWe narrowed the fault down to a faulty ignition coil on cylinder #5, and burned/oil fouled spark plugs (cylinders & 6) and wiresWe suggested a full tune up (plugs and wires), #coil, and a MAP sensorShe declined the repairs (quoted around $1300) and asked what the minimum needed would cost, as she only had about $to work withWe agreed on $to replace coil, plugs, plug wires, map sensor, including diagIt was advised that those services would address the check engine light in its current state and correct the immediate misfires, but further attention will still be requiredMrs [redacted] was grateful that we had provided her with a solution to obtain her safety inspection that fell within her budgetBelow are the notes from the invoice:“AFTER INITIAL REPAIRS WERE MADE WE DISCOVERED THE VEHICLE HAD NO BRAKE LIGHTS, REAR TURN SIGNALS, OR DRIVERS HEADLIGHTAFTER HOURS OF TESTING AND INSPECTION WE FOUND A FAULTY CONNECTION CAUSING THE REAR LIGHTS TO BE INOP AND A FAILED LIGHTING CONTROL MODULE EFFECTING THE HEADLAMPWE REWIRED THE DRIVERS HEADLAMP TO COINCIDE WITH THE PASSENGERS AND ALL LIGHTS ARE WORKING NOWEVENTUALLY THE PASSENGER LIGHT WILL FAIL BECAUSE THE LCM IS GOING OUT AND IT WILL BE REQUIRED TO REPLACE ITALSO WHILE TEST DRIVING FOR READINESS MONITORS THE CHECK ENGINE LIGHT CAME BACK ONP0400, THIS CODE WAS PRESENT A YEAR AND A HALF AGO BUT WAS NEVER ADDRESSEDWE WERE ABLE TO DRIVE THE VEHICLE IN A CERTAIN MANOR THAT DID NOT RUN THE EGR MONITOR BUT DID COMPLETE ALL OTHERSVEHICLE PASSED INSPECTIONCUSTOMER HAS BEEN ADVISED THAT THE CHECK ENGINE LIGHT WILL MOST LIKELY COME BACK ON, AND THE LIGHTS MAY FAIL AGAINNEITHER OF THOSE ISSUES ARE A WARRANTIABLE ITEM AND WILL REQUIRE PROPER DIAGNOSIS AT THIS TIME THE VEHICLE IS SAFE, RUNNING SMOOTH, AND READY FOR DELIVERYSIDE NOTE, CUSTOMER DECLINED FULL TUNE UP DUE TO FINANCIAL STATE, AND HOLIDAYS APPROACHINGSHOULD THE VEHICLE BEGIN TO MISFIRE AGAIN THE ONLY WARRANTY IS ON #COIL, AND #& #PLUGS AND WIRESALSO, SPARK PLUGS ARE OIL FOULED.”Mrs [redacted] picked up her vehicle on 11/17/with a current vehicle safety inspection report, lights working, and no misfiresMind you we did not charge the customer for any time we spent correcting the lights, or for drive cycling her vehicle for inspectionShe returned on the 21st because the lights were not functioning properlyUpon inspection we found blown fuses and a burned bulbWe replaced the fuses and bulb and all lights again are working, no charge at this time but customer was advised that if we have any more issues we will need diagnostic time to address12/15/Mrs [redacted] brought the vehicle in stating that the car is doing the same thing as it was before, but it is worse nowOur initial inspection found Pand P0715, no misfire codesThe vehicle did not exhibit any misfire conditions at that time, however we did notice it wouldn’t shift out of second gearPis a code relating to faults with input/turbine speed sensor on the transmissionWe did not diagnose that fault because we do not have the needed equipmentI called the customer and advised her of these “NEW” conditions and assured her that the coil we replaced was functioning properly but the spark plugs we installed were beginning to oil foul againI explained that oil fouling usually occurs because of an internal oil consumption issue that would likely require engine replacement on this vehicleI also explained that after about mins of running the vehicle does begin to miss some, likely due to a fuel management issue (vacuum leak, EGR problems, etc.)We suggested she take the vehicle to [redacted] for further diagnosis, because if her transmission is failing then we shouldn’t invest any money into engine diagnosticsThis is where it starts getting ridiculousShe says “that’s what I brought it in for to begin with, slow acceleration from a stop”Clearly that is not the case, she originally came in wanting a quote for Tubecause her body shop guy told her that would fix her misfireI made many attempts to get her to see that we were dealing with different circumstances and conditionsHer vehicles issue now appears to be transmission related, not engineYes there is a roughness after the vehicle idles for mins, and I explained that I would be more than happy to diagnose that issue, but it would not be covered under warranty as it did not pertain to #coil or #& #spark plugs or plug wiresShe wasn’t happy to hear what I was saying, I was sure it was a communication issue between her and I as her native language is [redacted] or somethingSo I had her come up so we could speak in personShe was persistent that she brought the vehicle in for the transmission issues, but really it’s her perception of the vehicles conditions that is the problemI went as far as to draw out engine representations to depict the work we performed in NovemberAt the end of the day she left feeling like we charged her $for an inspection sticker, and refuses to see that the work we did (minimal at best) was a band-aid per her financial needs

Complaint: [redacted]
I am rejecting this response because: because the information stated by [redacted] is not correct. Please refer to my original submission.
Regards,
[redacted]

To begin, the customer came in 11/14/16  requesting a price on a tune up. After getting more information and a $900 quote we convinced her to have her concerns diagnosed. She needed her annual vehicle safety inspection and the check engine light was on (had been for a year and a half), and the...

vehicle was misfiring/running rough. Our records indicate back in February of 2015 we advised her of 2 trouble codes: P0105-map sensor, P0400-EGR fault, P0442-Evap system fault. Upon this visit we find P0300, P0305, P0306, P0105, 3 misfire codes and a map sensor code. We narrowed the fault down to a faulty ignition coil on cylinder #5, and 4 burned/oil fouled spark plugs (cylinders 5 & 6) and wires. We suggested a full tune up (12 plugs and 12 wires), #5 coil, and a MAP sensor. She declined the repairs (quoted around $1300) and asked what the minimum needed would cost, as she only had about $700 to work with. We agreed on $800 to replace 1 coil, 4 plugs, 4 plug wires, 1 map sensor, including diag. It was advised that those services would address the check engine light in its current state and correct the immediate misfires, but further attention will still be required. Mrs. [redacted] was grateful that we had provided her with a solution to obtain her safety inspection that fell within her budget. Below are the notes from the invoice:“AFTER INITIAL REPAIRS WERE MADE WE DISCOVERED THE VEHICLE HAD NO BRAKE LIGHTS, REAR TURN SIGNALS, OR DRIVERS HEADLIGHT. AFTER HOURS OF TESTING AND INSPECTION WE FOUND A FAULTY CONNECTION CAUSING THE REAR LIGHTS TO BE INOP AND A FAILED LIGHTING CONTROL MODULE EFFECTING THE HEADLAMP. WE REWIRED THE DRIVERS HEADLAMP TO COINCIDE WITH THE PASSENGERS AND ALL LIGHTS ARE WORKING NOW. EVENTUALLY THE PASSENGER LIGHT WILL FAIL BECAUSE THE LCM IS GOING OUT AND IT WILL BE REQUIRED TO REPLACE IT. ALSO WHILE TEST DRIVING FOR READINESS MONITORS THE CHECK ENGINE LIGHT CAME BACK ON. P0400, THIS CODE WAS PRESENT A YEAR AND A HALF AGO BUT WAS NEVER ADDRESSED. WE WERE ABLE TO DRIVE THE VEHICLE IN A CERTAIN MANOR THAT DID NOT RUN THE EGR MONITOR BUT DID COMPLETE ALL OTHERS. VEHICLE PASSED INSPECTION. CUSTOMER HAS BEEN ADVISED THAT THE CHECK ENGINE LIGHT WILL MOST LIKELY COME BACK ON, AND THE LIGHTS MAY FAIL AGAIN. NEITHER OF THOSE ISSUES ARE A WARRANTIABLE ITEM AND WILL REQUIRE PROPER DIAGNOSIS.  AT THIS TIME THE VEHICLE IS SAFE, RUNNING SMOOTH, AND READY FOR DELIVERY. SIDE NOTE, CUSTOMER DECLINED FULL TUNE UP DUE TO FINANCIAL STATE, AND HOLIDAYS APPROACHING. SHOULD THE VEHICLE BEGIN TO MISFIRE AGAIN THE ONLY WARRANTY IS ON #5 COIL, AND #5 & #6 PLUGS AND WIRES. ALSO, SPARK PLUGS ARE OIL FOULED.”Mrs. [redacted] picked up her vehicle on 11/17/16 with a current vehicle safety inspection report, lights working, and no misfires. Mind you we did not charge the customer for any time we spent correcting the lights, or for drive cycling her vehicle for inspection. She returned on the 21st because the lights were not functioning properly. Upon inspection we found 3 blown fuses and a burned bulb. We replaced the fuses and bulb and all lights again are working, no charge at this time but customer was advised that if we have any more issues we will need diagnostic time to address. 12/15/16 Mrs. [redacted] brought the vehicle in stating that the car is doing the same thing as it was before, but it is worse now. Our initial inspection found P0400 and P0715, no misfire codes. The vehicle did not exhibit any misfire conditions at that time, however we did notice it wouldn’t shift out of second gear. P0715 is a code relating to faults with input/turbine speed sensor on the transmission. We did not diagnose that fault because we do not have the needed equipment. I called the customer and advised her of these “NEW” conditions and assured her that the coil we replaced was functioning properly but the spark plugs we installed were beginning to oil foul again. I explained that oil fouling usually occurs because of an internal oil consumption issue that would likely require engine replacement on this vehicle. I also explained that  after about 20 mins of running the vehicle does begin to miss some, likely due to a fuel management issue (vacuum leak, EGR problems, etc.). We suggested she take the vehicle to [redacted] for further diagnosis, because if her transmission is failing then we shouldn’t invest any money into engine diagnostics. This is where it starts getting ridiculous. She says “that’s what I brought it in for to begin with, slow acceleration from a stop”. Clearly that is not the case, she originally came in wanting a quote for Tune-up because her body shop guy told her that would fix her misfire. I made many attempts to get her to see that we were dealing with different circumstances and conditions. Her vehicles issue now appears to be transmission related, not engine. Yes there is a roughness after the vehicle idles for 20 mins, and I explained that I would be more than happy to diagnose that issue, but it would not be covered under warranty as it did not pertain to #5 coil or #5 & #6 spark plugs or plug wires. She wasn’t happy to hear what I was saying, I was sure it was a communication issue between her and I as her native language is [redacted] or something. So I had her come up so we could speak in person. She was persistent that she brought the vehicle in for the transmission issues, but really it’s her perception of the vehicles conditions that is the problem. I went as far as to draw out engine representations to depict the work we performed in November. At the end of the day she left feeling like we charged her $800 for an inspection sticker, and refuses to see that the work we did (minimal at best) was a band-aid per her financial needs.