Sun Auto Service

As it states in Mr [redacted] letter concerning the purchase of his battery for his Kia Soul the events of what transpired were true Sun Auto Service honored our year warranty on the year warranty that [redacted] Auto sold Mr [redacted] If this still has not satisfied Mr [redacted] we will honor his request of installing our battery at no additional charge and return his battery to [redacted] Auto If Mr [redacted] is satisfied with this settlement then we will have him bring his vehicle to us at his convenience and get the battery changed [redacted] General Manager Sun Auto Service

Dear Ms [redacted] , We have received this complaint from the Revdex.com and have been working to reach Ms [redacted] to try to come to a speedy resolutionAt this time, Ms [redacted] has not returned our callsWe do not feel that we can properly move forward with this matter until we have an opportunity to speak with herWe are hoping that through this communication she will reach out to our customer service departmentWe believe that given the opportunity to have a conversation with her, we will be able to reach an amicable resolution We thank you for your time and attention to this matterIf you have any further questions, please contact us directly Sincerely, [redacted] Sun Auto Service / Sun Devil Auto

Complaint: ***
I am rejecting this response because:
I would welcome a call from Sun Auto to resolve this complaintI have not received ANY calls from Sun Auto
To confirm, my phone number is *** so that we can speak to each otherAny communication is welcome
Regards,
*** ***

Ms*** has been a customer of ours for several years and we value that relationship. We would like an opportunity to resolve this matter. The noise described in this complaint was diagnosed to be the starter. This noise is unrelated to any work we have performed on her
vehicle. Therefore, asking us to replace that part at no charge is unwarranted However, in the interest of customer service, we would like to help Ms*** and Mr*** with the additional unrelated repair. The retail repair cost of replacing the starter is $including sales tax. We would be will to extend the offer to perform that same repair to them at $including tax Anything beyond our recommended resolution would be unwarranted. Feel free to contact me with any questions you may have at ###-###-####

Sun Auto was extremely accommodatingChilo, Shawn and the whole team were helpful and very patient with meMy warranty expired, (unbeknownst to me) they worked with me and helped me afford the cost of my vehicle mechanical needsThank you ALL at Sun Auto,,,for making my expensive ordeal a more positive experienceI will be referring friends and family here,,,,You have now become my go to car care experts!!!!

I have been going here for the past years for oil changes and tire rotationsThe last time in, the mgrsaid I had an oil leak at the drain plugI told him that I didn't, because I always park in the same spot and have never had a leakHe said the new plug took care of the leakAfter a week, it was still leakingI took it back in and he said only thing they could do was change the oil pan ($400)I left, because I didn't have the money to fix their mistakeThen my son-in-law tried to replace the plug to see if that would helpCome to find out, Sun Auto Service put an oversized plug into my drain plug holeEnded up having to replace the oil panI then took the old oil pan, the oversized plug and a correct sized plug into Sun Auto Service to get a refundThe mgrsaid they did nothing wrong and basically for me to get out, and that all they had done to my vehicle was oil changesI guess I don't spend enough money therePLEASE BEWARE !!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I was contacted by a representative of Sun City Auto who kingly processed a refund. Given their prompt response, we will consider giving them a second chance to perform when we need auto services again.
Regards,
*** * ***, M.D., M.H.A

I had Sun Auto Repair put new breaks,rotters and drums on my ford torus
in I had to go back the next day for them to turn the rear drumssince then I had the rotters turned againThe break Drums turned twice and now the drums need to be turned againat this point I just had a different tire shop throw Sun Auto Repair
Drums away and I bought new ones from new tire shopI wouldn't send my worst enemy to Sun Auto Repair for any service!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Originally took car in for check engine light. After three visits and $1000.00, the problem was still not fixed. We were told we needed another $1200.00 to fix the issue. We took it to another mechanic who found an entirely different problem ( not what we were told) and the car was fixed. Now one of the parts they changed during the first three visits is not working properly. We took it back in only to be told that part was fine, it is a different part that needs changing for another $500.00. (Our new mechanic did not see any damage to this part prior to us taking the car back in to Sun Auto). I feel cheated and can't help but wonder if they are causing damage to my car for more money.

To Whom It May Concern,We have been in contact with Mr. [redacted] and have refunded
him his desired settlement.  We hope that
in doing this we have regained his trust and will be a future customer of Sun
Auto Service.If you have any questions, please feel free to call me...

at
[redacted].Sincerely,[redacted]General Manager

Dear Ms. [redacted],
   We have received this complaint from the Revdex.com and have been working to reach Ms. [redacted] to try to come to a speedy resolution. At this time, Ms. [redacted] has not returned our calls. We do not feel that we can properly move forward...

with this matter until we have an opportunity to speak with her. We are hoping that through this communication she will reach out to our customer service department. We believe that given the
opportunity to have a conversation with her, we will be able to reach an amicable resolution.
We thank you for your time and attention to this matter. If you have any further questions, please contact us directly. 
Sincerely,
[redacted]
Sun Auto Service / Sun Devil Auto

As it states in Mr. [redacted] letter concerning the purchase of his battery for his Kia Soul the events of what transpired were true.   Sun Auto Service honored our 5 year warranty on the 2 year warranty that [redacted] Auto sold Mr. [redacted].   If this still has not satisfied Mr. [redacted] we...

will honor his request of installing our battery at no additional charge and return his battery to [redacted] Auto.   If Mr. [redacted] is satisfied with this settlement then we will have him bring his vehicle to us at his convenience and get the battery changed.   [redacted] General Manager Sun Auto Service

Dear Ms. [redacted],
 
               
On September 20, 2014 Ms. [redacted] called our Austin repair facility to request
a quote on replacing the cylinder head gasket on her 1998 Honda Civic. [redacted]
helped her in attempting to get pricing for the head gasket on her vehicle. He
explained that without seeing the vehicle that we could not determine what
caused the gasket to fail and that we could not be 100% accurate in our pricing
without first inspecting the car. Ms. [redacted] Stated that she wanted a ballpark
estimate, so [redacted] gave her an estimate of $865 for a head gasket
replacement. She thanked him for the quote and hung up.
 
               
On September 22, 2014 Ms. [redacted] towed her vehicle in to the Austin facility
to have her vehicle’s head gasket replaced. She wanted to confirm that the
cylinder head gasket was going to be the price she had been quoted on the
phone. Again, [redacted] told her that we needed to inspect the vehicle first, and
then we could be able to determine if she needed to have repairs performed on
her vehicle. [redacted] stated that we would like to perform a block test and
pressure test to ensure that the vehicle did indeed have a head gasket issue.
He stated that this would run around $120 for this test as it takes some time
to perform these tests. Ms. [redacted] agreed and we proceeded to inspect the
vehicle.
 
               
On September 23, 2014, [redacted] called to inform Ms. [redacted] that the vehicle
had failed a block test and that when they performed a pressure test of the
cooling system, they had found that the water pump was leaking and that this
likely caused the overheat condition that caused the head gasket failure. Ms.
Terraza asked [redacted] to speak with her boyfriend in regards to the repairs, as
he was more knowledgeable about the vehicle and the items in need of
replacement. [redacted] agreed and waited to speak with [redacted] (boyfriend) and
obtain his permission to repair the vehicle. It was also recommended at this
time that the timing belt be replaced as it had to come off with the removal of
the cylinder head. [redacted] had asked if we knew that the head was salvageable
for sure? [redacted] explained that it appeared that the head gasket was the only
component affected, but that If the head checked out ok, it would be fine to
resurface and proceed forward. [redacted] asked what the cost of a replacement head
would be if needed. [redacted] explained that the head would cost around $500 for
replacement if necessary. [redacted] asked him if the head was salvageable would
the price he was quoted before be applicable. [redacted] told him that if the head
was repairable, which we believed it was, that without the timing belt and the
water pump the price would be what was quoted over the phone, plus the
diagnostic fee ($865+$125) [redacted] told [redacted] to proceed with getting the head
done and he would call back about the other items. [redacted] told him that he
would send the head out and proceed forward.
 
               
On September 24, 2014 [redacted] called to check status on the head. [redacted] told
him that the head was being taken care of and that they were expecting it back
later that day and would be done the following day. [redacted] stated that he had
been having second thoughts about the repairs and wanted to know what he owed
if he stopped the work as it is. [redacted] explained that the head had already
been removed and was in the process of being repaired and the price that they
had agreed upon was right around $1000 to do what had been done to that point.
[redacted] then stated that they “could just keep the car. I don’t want it.” [redacted]
stated that we were not interested in keeping his car, that he had authorized
repairs and that the repairs would need to be paid for upon completion. [redacted]
said that he would call us back. We later received a call from Ms. [redacted]
stating that they had not authorized repairs on her vehicle and that she never
authorized for us to remove the cylinder head from her vehicle. [redacted]
reminded her that she had authorized the repairs through [redacted] who she asked
us to speak with in regards to her vehicle. She stated that she was upset with
the way that the situation had transpired. [redacted], again, retraced the
conversation for her and it was very clear that she had authorized the repairs.
They asked how much it would be to have the car just put back together. [redacted]
explained that it would be “around $1,000” to put it back together, but that
the water pump was leaking and would possibly cause the vehicle to overheat.
Ms. [redacted] stated that she wanted the vehicle to be working properly, and that
she needed a vehicle to drive and that this needed to be repaired. We proceeded
with the repairs.
 
               
On September 25, 2014 Ms. [redacted] came to pick up her and immediately wanted to
negotiate the price of the repairs, again, attempting to state that she had not
authorized the repairs or the teardown. It was explained that we do record the
phone conversations and would be happy to retrieve them and allow her to listen
to the conversations as they transpired to ensure that there was no
miscommunication. Ms. [redacted] declined this offer. She spoke with Daymon in
regards to the issues she was having and the price that she was paying for the
repairs. Daymon agreed to work with her on the repairs and agreed to discount
the amount from $1500 to the $1198 that she ended up paying for the head
gasket, water pump, and timing belt kit. Ms. [redacted] agreed that this price was
fair and paid for her repairs and left.
 
               
A few days later, Ms. [redacted] called and stated that her vehicle had died on
the freeway and would not restart. [redacted] explained that we would be happy to
tow the vehicle in to our store and examine the issue at hand. She asked how
much the towing would cost. [redacted] explained that if it was related to the
work we performed we would not charge her, but that if was an unrelated problem
she would have a cost involved in getting the vehicle to us. Ms. [redacted]
declined to have the vehicle towed in.
 
Since this time, we have had no further communications with Ms. [redacted] in regards to her vehicle. We attempted
to contact her on October 16, 2014, October 30, 2014 and November 6, 2014. We
wanted to discuss with her the issues she has had up to this point and attempt
to reach a reasonable solution. Ms. [redacted] has made no effort to return our
calls so that we move forward in attempting to resolve her concern. We do not
feel that any refund is warranted at this time as we have had no opportunity to
discuss with her the current issues she is experiencing. Unfortunately, with
the head gasket failure and the water pump leak, we could not further test her
car in its condition at that time. Once the head gasket was completed we test
drove the vehicle and found no further problems.
 
               
We feel that we have acted in Ms. [redacted]’s best interest to this point. We
simply ask that she contact us directly so that we can attempt to resolve this
concern. We thank you for your time and concern in this matter. If you have any
further questions, please contact us directly. Thank you.
 
Sincerely,
 
[redacted]
Sun Devil Auto/ Sun Auto Service
[redacted]