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Sierra Shell Reviews (1)

Review: My truck stooped running on the road and would not start. I was 25 miles away from home so I had it towed to Sierra shell and left it overnight. He diagnosed a bad fuel pump and charged $543.57 to replace the fuel pump. I drove the truck for a week and the same thing happened, it died on the road and would not start. I had it towed home. I called Mr. [redacted] of Sierra shell. After some discussion he told me there was a loose wire under the dash and I should try wiggling the wires. I tried this and the truck started up right away. I went in to talk to him and asked him why he would send me away from his shop knowing there was loose wire that would prevent the car from starting, the original problem, and not tell me about it. He said he did tell me, but it was after I left his shop and the truck failed again. I asked again, how could he send me away after replacing the fuel pump knowing there was this other problem, without telling me. He said " I thought you knew about that already". I then asked if he thought maybe this was the original problem and maybe the fuel pump did not need to be replaced as the symptoms were identical. His reply was, " I wouldn't have replaced it if it didn't need it" I was not happy about this. He said he did not have the old pump. He asked what I wanted him to do, I said I wanted him to discuss the possibility that the fuel pump was not faulty and didn't need to replaced. He said, not possible, he would look at the wiring problem if I wanted, if not I should get out of his shop. First, I think he might have made a misdiagnosis in the beginning, an honest mistake if he was willing to explore the possibility. Second, charging me for fixing a car that wouldn't start, knowing about the wiring problem and not telling me was dishonest and bad service and third, he gave only excuses, no apology or possible remedy, which I feel is terrible customer service. I could not leave this alone without a complaint. Thank you[redacted]Desired Settlement: First a recognition of bad service, sending me away with the original problem not fixed, even though he knew it was not fixed. Recognition by the bureau of terrible customer service. Also a partial refund for sending me back on the road without telling me the car might die and not start again, which it did, leaving me stranded on the freeway at 11pm. Also a partial refund for replacing a fuel pump for over $500 that might not have been necessary. Thanks for your time and consideration

Business

Response:

Mr. [redacted]'s statement as to the problem with his vehicle is essentially correct but his contention that I misled him as to the cause of his problem is incorrect. He brought his vehicle in with a bad fuel pump and I replaced the pump which corrected his problem. In attempting to diagnosis the problem I noticed there was no power to any of the instruments in the dash. I tapped on the dash and power returned; this is indicative of a possible loose ground somewhere in his electrical. This has nothing to do with the operation of the fuel pump as they are two separate systems. I did determine that the fuel pump was defective and replaced it after which the vehicle operated properly. The electrical was functioning when he picked up his vehicle.

When Mr. [redacted] picked up his vehicle I did forget to mention the power failure at the time since it was working. He drove the vehicle for a week before the power failure occurred again. When he called and explained what was happening with his vehicle I recalled the power failure and asked him to tap on the dash. He did so and the vehicle resumed proper operation. When he came to the station I was expecting him to have me diagnosis the electrical problem but he became irate. I then asked him to leave the premises.

I have operated this business for over 30 years with many very satisfied and returning customers. I stand behind my work and would never mislead a customer. The series of events with Mr. [redacted]'s vehicle is unfortunate and I would be happy to diagnosis and repair the electrical problem for him at no cost.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

However, I will not be taking my vehicle back to him.

Sincerely,

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Description: Auto Repair & Service

Address: 3999 Douglas Blvd, Roseville, California, United States, 95661

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