Roth Cadillac

I agreed with customer to refunded her 1/2 if her last bill. She agreed. This case is closed. Question gvie me a call.

Review: I spent over $16,000.00 on repairs for my car and the problem was not fixed. I brought the car in at the end of August and was told I needed to have an ignition coil replaced for 587.23. They did the work and I got five miles before the car broke down again. I had it towed back to the dealership and demanded they fix the problem. They keep the car for three weeks before selling me I needed to have a new catalytic converter installed for $1,049.67. I agreed to the additional work and picked up the car on Saturday, September 12. I drove the car 75 miles before the exact same issues occurred and the car stopped working. I called he service department and demanded my money back and they told me the best they could do would be to tow the car (at my expense) back to the dealership and they would try to fix it again and it would be at my expense.Desired Settlement: I am asking for a full refund of $1636.90.

Business

Response:

I agreed with customer to refunded her 1/2 if her last bill. She agreed. This case is closed. Question gvie me a call.

Review: Carpenter's Auto took a vehicle to be diagnosed and repaired. Roth called and stated that the vehicle was repaired and ready to be picked up. As soon as driven the check engine light came on and would not start. Three times this happened and was billed different amounts each time and told it was something different. The third time they finally fixed it and the customer was actually able to drive it off the lot. I stated that I didn't feel we should be charged because it was the same complaint each time and each time I was told it was fixed and tried to drive it off lot and it wouldn't start. The service writer that I talked to said that he reviewed it with his service manager and that it was separate problems each time and felt justified in charging us each time.Desired Settlement: I think that they should refund our money on the second and third repair when I had already paid for a repair that did not fix the issue we stated to them.

Business

Response:

Please find attached 3 repair orders with supporting documentation. [redacted], customer copy with a copy of the technician notes. [redacted], customer copy, copy of technician notes and estimate and copy of scan tool information. [redacted], customer copy. Our position is that the original complaint noted on repair order [redacted] is not related to the 2nd and 3rd repair order. And thus no refund should be provided to Carpenters Auto.?? The original complaint was repaired by correcting the timing of the camshafts (physical position of each camshaft) after another shop made a repair related to the camshafts and timing of the camshafts. The second complaint was for a sensor that determines the position of the crankshaft, not related to the camshaft timing repaired on the 1st repair order, the customer declined repairs and was charged our standard diagnostic fee. The 3rd repair was the failure of the sensor that was diagnosed in the second repair, we charged the price that the customer was quoted on the 2nd repair order. Based on the above information and supporting documentation supports that the complaints may be the same but the causes were different. (Incorrect installation on the 1st and a sensor on the 2nd and 3rd) The amount the customer was charged for the 2nd and 3rd repairs equal to the estimate provided in the 2nd repair that Carpenters originally declined. If there are any questions please call [redacted] Service Director Roth Cadillac Audi

Consumer

Response:

On Bill number 1 it states that vehicle won't crank, so they set the timing. Told me verbally over the phone that it was repaired and ready to be picked up. As soon as we moved vehicle check engine light reset and vehicle would not crank again. That was one trip to Erie which is a 60 mile round trip to pick up vehicle. They took it in a second time and scanned it. As stated on the bill they told me that the codes were sporadic and in history - NOT CURRENT - And there is no mention of it needing a crank sensor replaced on either the first or second work order. Each time they told me it was ready to be picked up. I stated that it was important that it be right because the car was going to Philly with a college student so if there were any problems I would be responsible. They said that it was good. We traveled back to Erie to pick the vehicle up a 2nd time and yet again, after paying for repair which they said were separate charges because of separate repairs, the vehicle would not start. It did not leave the parking lot. How could it be repaired if the original complain was a no crank issue and every time it did not crank but was charged each time for a repair. The third time they stated that it needed a Crank sensor and we were informed of this in the beginning. Now why would we make a trip to pick a vehicle up 3 times if it was not repaired and we continued to pay for it? I do not understand how they can justify that each time were separate complaints when the issue was always the same. No crank!!!

Regards,