S T S Car Care

Thanks for the opportunity to respondIn this situation, the customer brought his vehicle for repair for emissions failureThe code that was present is a Nissan specific code that indicates that one out more ignition could is out of spec or was replaced with a non factory partIt does not specify which coil out coils is faultyWe individually tested all coils issuing an oscilloscope and determined that the out of the six were measuring out of range and so we recommended replacing the three that tested badWe're we're only able to communicate to the vehicles pcm using a universal, global obdscannerThe vehicle would not communicate with either of our bidirectional (highter level) scanners using Nissan softwareWe typically avoid using the "shotgun approach" which is the concept that if you see one problem, replace every potential cause in one large, expensive repairWe have found that out customers prefer and are better served by using a scientific method of testing and repair that ultimately fixes more cars and saves customers moneyI advise customers that, when doing emissions repair, follow up visits are sometimes needed, and I cannot guarantee a passing emissions test in one visit, simply because of the way the test is set up to require a long test drive after repairs giving the car the opportunity to perform sent tests and discover problemsUpon the second visit, we retested all the coils and found no problem with anyAll were working normally and no discrepancy was found upon testing with an oscilloscopeThis testing was done at no chargeOnce again we were unable to communicate with the Nissan systems, presumable due to a malfunction in the vehicles diagnostic systemWe referred the customer to Nissan due to this communication problem hosting any further level of needed diagnosticsAfter a trip to Nissan, the customer was told that at thier so, they always replace coils all together and the remaining three cold should be replaced so they all matchI offered to the customer to install the new coils per this recommendation at a discounted rate so that the customer would not be out of pocket any more that if we had replaced on the first visitFor the purpose of good will, we would install coils for only the cost of the partsThe customer insisted we do it for freePlease note, even Nissan did not suggests we were wrong to replace the coils we did, only that they would have insisted on replacing all togetherFor the customer to insist we replace coils for the price he paid for three is unreasonableThe the coils we replaced were unquestionably defective and needed, and in this case, as is often true with emissions repair, a second round of repairs is now neededI was willing to be accommodating due to the customers dissatisfaction, but he did not accept my offer

Complaint: [redacted] I am rejecting this response because: I disagree with what Sts Car care has submittedEven after returning vehicle back to shop numerous of times vehicle is still incompleteOn 07/10/vehicle was return to shop where they kept it for a whole week due to *** Supervisor ( [redacted] ) had to wait on Sts Car Care to send them part for vehicle due to they wouldn’t allow them to order partOn 07/14/vehicle was picked up Remind you I have to drive a hour away to this shop and a hour to get homeWell by time I make it home the vehicle does it again I’m so over this and historical where I called [redacted] where I got my vehicle from spoke with [redacted] (Manger) who stated he doesn’t know why after all the money that was spent on vehicle I’m still having this problemHe informed me to drop vehicle off and he’s going to pay to get diagnostic doneOnce vehicle was return he informed me [redacted] you paid all that money that company needs to fix vehicle rightSo I soon call and spoke with [redacted] (Manager) at Sts Car care and stated that to take my vehicle back to [redacted] so on 07/26/vehicle was returned to [redacted] in which I stayed present for [redacted] to hook vehicle up to machine He soon spoke with [redacted] from STS Car Care and informed him the problem is within transmission and needs to be replacedThey kept vehicle for a full weeks on 08/10/I pick vehicle up only to make it home and it does the same thingTransmission has gone outSpoke w/ [redacted] ( [redacted] ) that apologized and stated he’s been caught in the middle and the bad part is he can’t order the parts there only trying to pay him to put it onI can’t keep doing thisI feel like if you’re going to pay a shop to try and fix your mess up they should be able to order parts also he has to wait on STS car care to send him partsUnfortunately for me I’ve come out so much of having to pay somebody to take me a hour away to drop vehicle off, also to pick it upNo I’m not satisfied with STS Car Care response even after a week of lost wages with if checked stub is needed I can also submit, car notes I’m still having to pay, and the head ache, the amount of money I’ve done came out of without having my vehicle doesn’t compare to the settlement I’m asking forI’m now about to give my vehicle back due to I don’t have the time, money nor the support to keep doing thisDid I mention I financed that vehicle so you know what that means after spending on a transmissionI’m still going to owe on vehicle which is on my credit! If I can’t settle this through Revdex.com then I’m going to get a lawyer and you guys are going to pay a lot more than just what I’ve came out for Sincerely, [redacted]

We at STS are well aware of the situation and have been working closely with this customer to resolve thisWe take our warranty very serious and we are willing to do any and everything within reason to satisfy it for our customersAs she stated in her original statement, as soon as he vehicle
showed problems we began warranty repairs, for which she was not charged, and we offered and did pay for her additional hotel stay due to the delay. A problem was found within the new transmission and repaired, and after extensive testing, the vehicle checked out with good marksWe were disappointed to hear that she had problems on her way back to Indiana, but, true to our word, and above the confines of our warranty, which states that all repairs must be brought to us, we contacted a shop in her town to assist with local repairsThey first replaced the control valve module, which did not permanently solve the problem, then we authorized the purchase of a completely new transmission and they installed it, completely eliminating the complaintWe have spent significantly more than our original cost of the repair on these warranty repairs, and we have bent over backwards to make this customer satisfiedI believe that the situation is resolved to all parties satisfactionThanks for your review

11/22/2017 2:28 pm Mediator left message.12/13/2017 2:16 pm Mediator left message with time available.12/20/2017 3:08 Mediator left message.12/27/2017 3:06 pm Mediator left message.

I have resolved my dispute with STS Car Care.

Thanks for the opportunity to respond. In this situation, the customer brought his vehicle for repair for emissions failure. The code that was present is a Nissan specific code that indicates that one out more ignition could is out of spec or was replaced with a non factory part. It does not specify...

which coil out coils is faulty. We individually tested all coils issuing an oscilloscope and determined that the out of the six were measuring out of normal range and so we recommended replacing the three that tested bad. We're we're only able to communicate to the vehicles pcm using a universal, global obd2 scanner. The vehicle would not communicate with either of our bidirectional (highter level) scanners using Nissan software. We typically avoid using the "shotgun approach" which is the concept that if you see one problem, replace every potential cause in one large, expensive repair. We have found that out customers prefer and are better served by using a scientific method of testing and repair that ultimately fixes more cars and saves customers money. I advise customers that, when doing emissions repair, follow up visits are sometimes needed, and I cannot guarantee a passing emissions test in one visit, simply because of the way the test is set up to require a long test drive after repairs giving the car the opportunity to perform sent tests and discover problems. Upon the second visit, we retested all the coils and found no problem with any. All were working normally and no discrepancy was found upon testing with an oscilloscope. This testing was done at no charge. Once again we were unable to communicate with the Nissan systems, presumable due to a malfunction in the vehicles diagnostic system. We referred the customer to Nissan due to this communication problem hosting any further level of needed diagnostics. After a trip to Nissan, the customer was told that at thier so, they always replace coils all together and the remaining three cold should be replaced so they all match. I offered to the customer to install the new coils per this recommendation at a discounted rate so that the customer would not be out of pocket any more that if we had replaced 6 on the first visit. For the purpose of good will,  we would install 3 coils for only the cost of the parts. The customer insisted we do it for free. Please note, even Nissan did not suggests we were wrong to replace the coils we did, only that they would have insisted on replacing all 6 together. For the customer to insist we replace 6 coils for the price he paid for three is unreasonable. The the coils we replaced were unquestionably defective and needed, and in this case, as is often true with emissions repair, a second round of repairs is now needed. I was willing to be accommodating due to the customers dissatisfaction, but he did not accept my offer.

Complaint: [redacted]
I am rejecting this response because:
I disagree with what Sts Car care has submitted. Even after
returning vehicle back to shop numerous of times vehicle
is still incomplete. On 07/10/17 vehicle was return to shop where they kept it for
a whole week due to [redacted] Supervisor ([redacted]) had to wait on Sts
Car Care to send them part for vehicle due to they wouldn’t allow them to order
part. On 07/14/17 vehicle was picked up . Remind you I have to drive a hour
away to this shop and a hour to get home. Well by time I make it home the
vehicle does it again I’m so over this and historical where I called [redacted] where I got my vehicle from spoke with [redacted](Manger) who stated
he doesn’t know why after all the money that was spent on vehicle I’m still
having this problem. He informed me to drop vehicle off and he’s going to pay
to get diagnostic done. Once vehicle was return he informed me [redacted] you paid
all that money that company needs to fix vehicle right. So I soon call and
spoke with [redacted] (Manager) at Sts Car care and stated that to take my vehicle
back to [redacted] so on 07/26/17 vehicle was returned to [redacted] in which I stayed present for [redacted] to hook vehicle up to machine.
He soon spoke with [redacted] from STS Car Care and informed him the problem is
within transmission and needs to be replaced. They kept vehicle for a full 2
weeks on 08/10/2017 I pick vehicle up only to make it home and it does the same
thing. Transmission has gone out. Spoke w/[redacted]) that apologized
and stated he’s been caught in the middle and the bad part is he can’t order
the parts there only trying to pay him to put it on. I can’t keep doing this. I
feel like if you’re going to pay a shop to try and fix your mess up they should
be able to order parts also he has to wait on STS car care to send him parts. Unfortunately
for me I’ve come out so much of having to pay somebody to take me a hour away
to drop vehicle off, also to pick it up. No I’m not satisfied with STS Car Care response
even after a week of lost wages with if checked stub is needed I can also submit,
car notes I’m still having to pay, and
the head ache, the amount of money I’ve done came out of without having my
vehicle doesn’t compare to the settlement I’m asking for. I’m now about to give
my vehicle back due to I don’t have the time, money nor the support to keep
doing this. Did I mention I financed that vehicle so you know what that means
after spending 3300.00 on a transmission. I’m still going to owe on vehicle which
is on my credit! If I can’t settle this through Revdex.com then I’m going to get a
lawyer and you guys are going to pay a lot more than just what I’ve came out for.
Sincerely,
[redacted]

Our parts and labor are 100% guaranteed. When this vehicle was initially brought in, it the abs system was non-functioning. we wer able to restore power to the abs system and get it working. it then displayed a code for a malfunctioning abs speed sensor on the pass front. This was repaired...

with a replacement hub bearing. this code did not return. The vehicle the showed erratic readings and a code from the drivers front wheel speed sensor. The customer informed us that this was a part that had been replaced in the past and requested we pull it off for her. She took the part and returned with a hub bearing of her own provenance. after replacing this, the problems appeared to be all gone, no codes or improper function of the ABS system. She returned days llater complaining of an abs light and a vibration at highway speeds. ( problem is most noticable at above legal highway speed, 80mph, a speed which we normally do not test drive cars) the vibration was found to be warped brake rotors, a part we had not serviced. the abs code was for the same hub bearing she supplied. we have checked our installation and found no fault. this does not appear to be a warranty issue. The customer did not state what another shop replaced, not that the problem was fixed. Again, we stand behind our work, and the parts and services she purchased are still under warranty.

Initial Business Response /* (1000, 5, 2015/11/02) */
Contact Name and Title: [redacted] manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@att.net
I would like to respond to this complaint with some clarification. firstly, the firat visit the car was towed in in a non drivable...

condition with no brakes and no power steering. We initialy recommended several repairs including a complete system brake overhaul. We also check out power steering system which had a massive leak from the pump shaft, due to a previous mechanic installing a pump incorrectly. we recommended replacing the pump, an made mention, noted on the original invoice, that it may need a rack too, but we recommended replacing the pump first. The vehicle then sat at out facility for several months with no contact from the customer and no payment. Only after collection attempts were made did the customer contact us and eventually pick up the car.
Second, relating to the current situation, when the vehicle was brought in it was with a drivability complaint and we repaired several engine related concern, all with approval of the customer. After the approved repairs were completed, the power steering complaint was brought to our attention and we checked it out and found the rack and pinion leaking. I discussed this with the customer and we could not reach agreement on the price for a replacement rack and pinion. We parked the car and gave them a final price and did not hear back for two months. When the customer did contact us, she repeated that she shouldn't have to pay for a rack and pinion because we didn't tell her about it on the first visit. All she owed us for at that point was a repair on the egr system, unrelated to any steering repair. We have talked on multiple occasions with the same result. As of now, the car has been sitting here in storage with no payment for 6 months. we charge storage at $25 per week after the first month, so storage is at $500. The owner, whom the customer talked to, could not quote a price during their conversation as he is not directly involved in billing or pricing. To be clear, we are not "trying to take her car" We are however filing appropriate legal measures to salvage and dispose of her car, which we are now considering abandoned due to non-payment. I have contacted this customer just now and made a offer to cut part but not all of the storage if the car is picked up quickly. She agreed. We would prefer the customer pick up the car rather than have to go through the process of acquiring a salvage title to scrap it.