Initial Business Response /* (1000, 5, 2015/02/10) */
On 1/5/15, a customer brought in a 2002 Audi A6 with a check engine light on. The vehicle was running poorly and customer wanted a diagnosis. The customer's father was present when the car was dropped off and he mentioned he had...
scanned the car himself and suggested that perhaps a camshaft position sensor was the problem. I took note of this and told customer I would call her as soon as we looked at the car. The vehicle had seven codes stored, was missing badly, and was backfiring into intake. When a car backfires into intake, this typically means there is a cam timing problem. I called customer and told her we suspected either a problem with a variable valve timing actuator or the timing belt was off a tooth or more. At this point, the customer informed me that her grandfather had recently replaced the timing belt himself a few months ago. Based on this information I suggested we pull valve cover and inspect the variable valve timing actuator. I told customer the cost would be in the $300.00 dollar range to do. She approved this and we got to work. We found variable valve timing actuators to be ok. I called back customer and told her we strongly suspect timing is off and I asked if I could contact her grandfather to ask about the work he had done. I contacted customer's grandfather and he told me he couldn't believe the timing could be off and that he was thorough with his work. At this point he suggested we do a compression test and I told him I didn't think that would be necessary. He insisted I do this before doing anything else, and I let customer know her grandfathers wishes. Testing showed all cylinders to have good compression. In the process we found worn out oily spark plugs and a melted ignition coil. I contacted both customer and grandfather. I made clear there was a melted coil and worn out oily plugs and this was just part of the problem and that the timing is off and the timing belt needs to be redone. We replaced one coil and customer declined timing belt work. I informed customer that her car is drivable, however timing needs to be corrected soon. We are very sorry for how this situation unfolded, however, given the same circumstances and instructions, we would have taken the same steps in the same order.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first thing I requested this mechanic to do was check the coils. Funny they say that was the last thing they found "in the process of checking something else."
This is overall a very bad situation and poor service. Very rude response and I was treated poorly. Plus, what mechanic charges a consumer for calling a help line? They told me to go ahead and call the president because they didn't care to resolve the issue at the time. What a joke! SO Unprofessional!
Have had two encounters with SIM and both were very positive. My first experience involved a bad wheel bearing. They diagnoses it quickly, showed me the parts and repaired it for what Toyota would have charged for the part alone.
My second encounter had to do with me improperly putting in an air filter which caused no end of problems. This was corrected without any snickering about operator error.
Very nice people to work with and work was done in a single day.
Initial Business Response /* (1000, 5, 2015/02/10) */
On 1/5/15, a customer brought in a 2002 Audi A6 with a check engine light on. The vehicle was running poorly and customer wanted a diagnosis. The customer's father was present when the car was dropped off and he mentioned he had...
scanned the car himself and suggested that perhaps a camshaft position sensor was the problem. I took note of this and told customer I would call her as soon as we looked at the car. The vehicle had seven codes stored, was missing badly, and was backfiring into intake. When a car backfires into intake, this typically means there is a cam timing problem. I called customer and told her we suspected either a problem with a variable valve timing actuator or the timing belt was off a tooth or more. At this point, the customer informed me that her grandfather had recently replaced the timing belt himself a few months ago. Based on this information I suggested we pull valve cover and inspect the variable valve timing actuator. I told customer the cost would be in the $300.00 dollar range to do. She approved this and we got to work. We found variable valve timing actuators to be ok. I called back customer and told her we strongly suspect timing is off and I asked if I could contact her grandfather to ask about the work he had done. I contacted customer's grandfather and he told me he couldn't believe the timing could be off and that he was thorough with his work. At this point he suggested we do a compression test and I told him I didn't think that would be necessary. He insisted I do this before doing anything else, and I let customer know her grandfathers wishes. Testing showed all cylinders to have good compression. In the process we found worn out oily spark plugs and a melted ignition coil. I contacted both customer and grandfather. I made clear there was a melted coil and worn out oily plugs and this was just part of the problem and that the timing is off and the timing belt needs to be redone. We replaced one coil and customer declined timing belt work. I informed customer that her car is drivable, however timing needs to be corrected soon. We are very sorry for how this situation unfolded, however, given the same circumstances and instructions, we would have taken the same steps in the same order.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first thing I requested this mechanic to do was check the coils. Funny they say that was the last thing they found "in the process of checking something else."
This is overall a very bad situation and poor service. Very rude response and I was treated poorly. Plus, what mechanic charges a consumer for calling a help line? They told me to go ahead and call the president because they didn't care to resolve the issue at the time. What a joke! SO Unprofessional!
Have had two encounters with SIM and both were very positive. My first experience involved a bad wheel bearing. They diagnoses it quickly, showed me the parts and repaired it for what Toyota would have charged for the part alone.
My second encounter had to do with me improperly putting in an air filter which caused no end of problems. This was corrected without any snickering about operator error.
Very nice people to work with and work was done in a single day.