Santos Auto Repair

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ When the vehicle was brought in to our shop it was brought in with a tow truckGabriel (Mechanic) checked the car for his uncle and said that what it needed was the fuel pumpJust the fuel pump not the whole fuel pump assembly that includes the floater since that was still in good conditionsSince he was his uncle he didn't have him change the assembly because it still was good and wanted to save him some moneyThat's why only the pump was replacedMr [redacted] agreed to this and the part was ordered from the auto parts and he himself paid it and took the receipt from it since it was him purchasing it not usHe himself saw when the fuel tank was taken down to see when it was removedSo he was aware of thisThis is why he hasn't complained to us but rather his daughterAlmost a year later Mr [redacted] called [redacted] 's cellphone to let him know that he had had the same issue againGabriel told him to tap the fuel tank and if it started it meant the fuel pump was giving out and would need to be replacedThe following day on August 29th Mr [redacted] 's daughter called very enraged saying that she was going to file a complaint and maybe even sue the shop because according to her no parts were ever changed and said that she wanted to speak to the ownerHowever I was not available that day so I could not speak to her myselfAfter getting threaten by the daughter Gabriel called his uncle to find out what was going onMr [redacted] informed Gabriel that he had gone to an auto parts store where they sold him the fuel pump and the whole assemblyMr [redacted] replaced the part himself this time around and when he removed the assembly he saw that it was old and thought that maybe the pump was never changedGabriel told him to remember that the assembly wasn't replaced because it was still good and that only the pump itself needed replacingAfter explaining that to Mr [redacted] he understoodAnd he apologized for his daughters actions and even went on to say to Gabriel to not to worry about it We never heard about this matter again until the papers for this complaint arrivedI have tried numerous times to call the number that came with the letter but never received and answerI however feel that if Mr [redacted] wanted this under warranty he should have brought the vehicle in first rather than having replaced the partHowever, since it had been almost a year and in the complaint they acknowledge thisIt would have no longer had warrantyWe offer our customers a day warranty on parts and labor onlyAlso, if Mr [redacted] felt the part had warrantyShouldn't he have take it to the auto parts place for replacement since he had the receipt since he paid for it?

Initial Business Response /* (1000, 5, 2015/09/14) */
When the vehicle was brought in to our shop it was brought in with a tow truck. Gabriel (Mechanic) checked the car for his uncle and said that what it needed was the fuel pump. Just the fuel pump not the whole fuel pump assembly that includes...

the floater since that was still in good conditions. Since he was his uncle he didn't have him change the assembly because it still was good and wanted to save him some money. That's why only the pump was replaced. Mr. [redacted] agreed to this and the part was ordered from the auto parts and he himself paid it and took the receipt from it since it was him purchasing it not us. He himself saw when the fuel tank was taken down to see when it was removed. So he was aware of this. This is why he hasn't complained to us but rather his daughter. Almost a year later Mr. [redacted] called [redacted]'s cellphone to let him know that he had had the same issue again. Gabriel told him to tap the fuel tank and if it started it meant the fuel pump was giving out and would need to be replaced. The following day on August 29th Mr. [redacted]'s daughter called very enraged saying that she was going to file a complaint and maybe even sue the shop because according to her no parts were ever changed and said that she wanted to speak to the owner. However I was not available that day so I could not speak to her myself. After getting threaten by the daughter Gabriel called his uncle to find out what was going on. Mr. [redacted] informed Gabriel that he had gone to an auto parts store where they sold him the fuel pump and the whole assembly. Mr. [redacted] replaced the part himself this time around and when he removed the assembly he saw that it was old and thought that maybe the pump was never changed. Gabriel told him to remember that the assembly wasn't replaced because it was still good and that only the pump itself needed replacing. After explaining that to Mr. [redacted] he understood. And he apologized for his daughters actions and even went on to say to Gabriel to not to worry about it.
We never heard about this matter again until the papers for this complaint arrived. I have tried numerous times to call the number that came with the letter but never received and answer. I however feel that if Mr. [redacted] wanted this under warranty he should have brought the vehicle in first rather than having replaced the part. However, since it had been almost a year and in the complaint they acknowledge this. It would have no longer had warranty. We offer our customers a 90 day warranty on parts and labor only. Also, if Mr. [redacted] felt the part had warranty. Shouldn't he have take it to the auto parts place for replacement since he had the receipt since he paid for it?

Wow, this is an amazing place to go for auto needs, my car was over heating due to bad heads, they gave me the lowest price and their turn around was very fast, I am very happy with them, other shops were charging ridiculous prices. Got away with a bunch of money in saving. Wow!!! 100% recomended??

Worse customer service experience ever, and I never even been to the place I was just trying to schedule and appointment when a rude guy answered Hello? First he said they were out of oil until further notice I asked to speak to manager which he said was not there I then asked for his name he refused to provide his name told me to return my coupon to groupon to get my money back and eventually hung up on me, WOW