Steve's Auto Care

Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: Steve [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@stevesautocare.us
Dear Mr. [redacted],
I had the privelege of performing the requested diagnostics on Your 2001 (see VIN, not 2002 as stated" Ford. I...

would like to address a few of the points that you have brought up in your complaint.
First, the concern with the vehicle was that it would stall when at idle on humid days. This was associated with the faulty ignition coil which ultimately failed causing the vehicle to be undrivable. This is the same concern that the vehicle was brought in for. The engine was not "completely ruined". The vehicle would have put back into service with a simple tune up and ignition coil replacement.
Second, the statement:
"At this point there were no issues operating the vehicle and drive it without issue" is untrue.
The request for diagnosis and repair was based on Your statement that the vehicle was running poorly and stalling.
Third, your statement:
"Upon returning at approximately 4:30 P.M. July 1st, vehicle would not start, was completely undrivable, and totaled." is inaccurate. By "totaled" you are implying that additional damage has been done to the vehicle. The facts are that the car had not been receiving normal maintenace and the spark plugs had never been changed at the intervals set by the manufacturer. Subsequently the ignition coil failed due to high resistance in the secondary ignition. This is still the same primary fault for which the vehicle was brought to the repair facility.
Fourth, We don't work directly with any scrapyards. We provided the numbers of the local salvage yards to you as a courtesy. However, as We do not own our customer's cars, We do not profit from their sale, and therefore have no direct relationship with them other to provide assistance to customers in search of information.
Lastly, The remaining recommendations were the replacement of a valve cover that was leaking profusely to the point of being a fire hazard, and an extremely loose tie rod end. All the recommended repairs and the diagnostic fee would have totaled $1137.37 as quoted. not nearly the $1700 as stated.
In closing, the problem with the car did not change from the point it was dropped off. It had the same problem, admittedly it got worse, but still the same fault. I drove the car out of the shop and parked it, and it ran much worse when you came to pick it up, however, it is the same fault for which it was brought and would have the same cost to repair. I understand the inconvenience, however, the recommended repair would have restored operation for a cost of 672.47. Your decision to scrap the car was your prerogative and as such I am not liable for your decision to scrap the car over selling it outright or repairing, and am not liable for your desire to rent a car to go shopping. You paid a fee of $95 to diagnose the fault, and I diagnosed the fault as described. I would be willing to answer any further questions that you would have as I do want to be as helpful as possible. I would appreciate having the opportunity to discuss this matter.
OFFER:
Initial Consumer Rebuttal /* (3000, 11, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Admits that damage was worsened in statement
"It had the same problem, admittedly it got worse"
but offers no compensation. Dismisses that problem had changed when it had gone from "engine stalled on idle after running for a bit" to "engine will not idle and fires on incorrect cylinders"
Also no offer was ever made to repair the broken ignition coils other than for the fee requested, which was greater than the value of the vehicle.
Unfortunately the report I have doesn't include the repair quote, but the verbal contract I received was quoted for $1700.
Regardless, fault of worsening condition has been admitted by the business, with no compensation offered.