The Car Doctor

Although the majority of the information contained in thiscomplaint is irrelevant to the reason Mr. [redacted] feels The Car Doctor, J.nc. shouldpay his repair bill from another shop. We will respond item by item. - We did advise Mr. [redacted] of the need for spark plugs and.two ignition coils. These parts were removed and the old ones reinstalled as pera request by Mr. [redacted]. For this service, there was zero charge.- We also discovered a broken valve spring. As Mr. [redacted] hadalready informed us he could not afford the previous repair we decided to orderthe mentioned special tool to greatly reduce the labor cost to replace valvespring because utilizing this tool eliminates the need to remove the camshaftour technician paid the $100.00 to purchase the tool even though he willrarely, if ever, use it again. Mr. [redacted] was only charged a minimal amount,$117.05, for the valve spring replacement.- After repairing the obvious problems, the vehicle stillran very poorly and we determined it had jumped time.- As we had squeezed Mr.[redacted] into an already full schedulethe week prior to our Christmas vacation, we informed Mr. [redacted] we could notcomplete the repair work until we returned.- Mr. [redacted] had vehicle towed from our shop.- Another shop said a defective crankshaft position sensorwas keeping the vehicle from properly starting.We had the vehicle running, but very poorly, and drove itinto the shop. The crankshaft position sensor was functioning while at The CarDoctor as we had it running. This is the minor problem Mr. Harris refers to. Wealso requested the crankshaft position sensor be brought to us and this had notbeen done.Mr. [redacted] seems to be of the opinion that The Car Doctorcaused the vehicle to jump time because of being misinformed, erroneously, thatthe only way to replace a valve spring is to remove the camshaft and when reassemblingwe installed the chains one tooth off. We have presented the opposing shopowner with video proof that the use of said special tool that we possesseliminates the need to remove camshaft and we did not remove the camshaft orcause the vehicle to jump time.We do not feel that the Car Doctor should be compelled topay any of this complainant’s repair bill.Respectfully yours,[redacted]

Initial Business Response /* (1000, 5, 2015/12/05) */
To Whom It May Concern this is in response to complaint #XXXXXXX.
I [redacted], Automotive Sales Consultant of The Car Doctor sold Ms. [redacted] a 2005 Mitsubishi Galant October 1, 2015. At that time The Car Doctor, I ([redacted]) closed...

the sale of the vehicle and offered the customer an option of purchasing a warranty for her vehicle and she declined. As a rule once Ms. [redacted] declined the warranty our policy is that any customer must sign a document confirming the individual was offered the option of purchasing a warranty and declined. I explained that all our vehicles have completed safety and emissions test and based on my knowledge at this day and time this vehicle is a great vehicle. . Ms. [redacted] was given ample time to test drive this vehicle and have anyone of her choice to diagnose and or check the vehicle out prior to purchase.
Nonetheless, approximately within the first 5 days of the purchase Ms. [redacted] contacted me and explained that the vehicle was not starting. I immediately requested that the customer bring the vehicle to the shop as I would request The Car Doctor (Repair Facility) diagnose the vehicle to let Ms. [redacted] know what is going on, based on the problem she was having. (Honestly, this was done completely out of respect as the vehicle was sold AS-IS.) The customer came a few days later and a technician at The Car Doctor came out on his personal time to assist Ms. [redacted] and I with her vehicle. However, at that time, we could never recreate the problem she was having, as the vehicle started as it should. I then contacted Ms. [redacted] and explained to her our findings and that we could not do anything to help if the vehicle is not having problems at that time.
Maybe 5 days later Ms. [redacted] called back and stated that the vehicle would not start again. Again, I requested that the vehicle be diagnosed at the shop immediately. Ms. [redacted] agreed and stated that she would be on her way, however her visit like before was a few days later.
When Ms. [redacted] finally did come to the shop (2 days later) the vehicle actually recreated the problem she was concerned with. The technician at the shop explained that the vehicle needed a starter. In good faith I [redacted] installed a used starter hoping that would rectify her problem. I performed the services myself and The Car Doctor had absolutely nothing to do with this, therefore the customer would not receive a receipt as, Ms. [redacted] had no out of pocket expense.
A few days later, Ms. [redacted] calls and states that she has the same problem again. I immediately requested that she take the vehicle to the shop again. This particular time I am not at the shop and Ms. [redacted] speaks with the owner who has no idea of the extent of the problems Ms. [redacted] previous visits. Ms. [redacted] is now treated as if she is a customer for The Car Doctor and I am completely out of the equation. At The Car Doctor it is discovered that Ms. [redacted] needs a NEW starter as before. Ms. [redacted] was told this and responded with the information I provided when I installed a used starter. The Car Doctor had no knowledge of this and explained it to Ms. [redacted] as I immediately got a phone call from The Car Doctor inquiring about Ms. [redacted] story.
At that time I requested a big favor from the owner and I wanted to help out Ms. [redacted] to the best of my ability. The owner offered a steep discount on the NEW STARTER and I also paid for a part of the labor after the services were complete.
As for the Engine codes, I personally had no idea that the vehicle had codes as I never saw an Engine Light indicator on the dash and the vehicle passed emissions at a state owned inspection station. Again, I would not have known any of the concerns she is having with the Engine Light as when it was sold, there was no indicator and throughout our interaction I have never seen an engine light.
In conclusion: before and after The Car Doctor received the letter from the Revdex.com, I attempted to contact the Ms. [redacted] about this matter. Ms. [redacted] was very standoffish and made it apparent that we could not communicate about this matter or anything else.
My goal is to remove any claim or negligence away from The Car Doctor as the mother company had absolutely nothing to do with the issues that Ms. [redacted] has with me [redacted] As a car salesman I did all I could to provide the best vehicle, for the best price, for the customer Ms. [redacted]. The problems that occurred could have happen to anyone as Ms. [redacted] did purchase a USED vehicle. I apologize to the Revdex.com, The Car Doctor and Ms. [redacted] as my intentions were never to cost anyone time, money and or frustration. The vehicle provided passed [redacted] and emissions without fail; it drove well when the customer took it off the parking lot and for at least the first 5 days prior to the first phone call. To Ms. [redacted] I am sorry for the confusion and the misunderstanding.
Respectfully,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
During my phone conversation with [redacted] on the stated date he never stated that I just needed to provide him the items he has stated in his response to the Revdex.com. In fact he asked for the number of the shop I had to have my vehicle towed to in order to get the damage they caused repaired. His shop manager also called me and stated that he wanted to go to the shop that repaired their work and speak to the manager there which he did and that shop manager informed me that [redacted]  the Car Doctor manager stated that they would not pay for the repairs. I am currently completing paperwork to sue the car doctor for the cost of said repairs, towing and loss of work due to their incompetence. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This matter is still not resolved.  It is laughable that the business owner is saying there is no merit to this complaint since he only began promptly responding to us after we filed it, and has also asked us to remove the complaint.  We still do not have our vehicle.  He still will not give us the address, the shop name or phone number of where our car is and who is actually doing the repairs on our car. At this point we are tempted to contact the authorities. 

The first promised date of return was February 18.  We are now one month past that date. The damage that was found in the interim, should have been found immediately, not 6 weeks after starting work on the engine. Diagnosis should have been completed within a week of him beginning work on our car. 

Also, my father, [redacted], is not paying for repairs, I am. He is service manager at a dealership so is experienced in dealing with auto repair.  We asked him to help talk with "The Car Doctor" because we felt we were getting the run around (which we were and still seem to be).  He was never told to only contact [redacted], he was only to explain the work being done on the vehicle.  He was the one who requested to only deal with my dad, and not me.  After the price was raised again, we wanted someone in the field who would be able to verify  that the price increase was valid. 

We have asked for something in writing, detailing the work being done, the cost (including a breakdown of what charge is for what), a warranty on the work and a date the work will be done.  He has failed to provide anything to us.

It has been over 6 weeks since he started on our car and over 9 weeks since he has had our car.  I have missed work, and have had to pay for a rental car since February 18. The estimated work time for this job is 29 hours. Why has it taken 6 weeks? For all we know, our car is done and he is using our car. 

As of 315pm today, the heads are supposedly done, and he is to being reassembling the engine. 

Regards,

Thank you for your response and desire to settle this matter. As I mentioned, Mr. [redacted] will be facing criminal charges for the deliberate issuance of a bad check. This was done willfully, as a stop payment was put in place 30 minutes prior to issuing the check and taking the truck. He never test drove the truck prior to stopping payment, as can be attested to by four witnesses. Further, he refused to sign any paperwork and his demeanor bordered on threatening. Regarding the supposed theft of his truck, he willingly gave the key to the tow truck driver. That constitutes permission. Further, he even admitted to the police, whom he called, that he knew where the truck was. Their response was, “Then your truck is not stolen.” I have included a copy of the invoice. I trust this will put this matter to rest and again thank you for your help. Should you need any more information, please feel free to contact me in any way.

 

Sincerely,

 

The Car Doctor

This complaint is completely without merit. Mr. [redacted] has been fully informed of all developments in this matter. Never have I refused to return his calls. His father, [redacted], has asked to take over the situation and for me to speak with him only, since he is the one paying for this repair. This I...

have done. [redacted] has only asked for the location of the truck less than 24 hours prior to the filing of this complaint. Further, [redacted] & his father have both agreed to the increased costs of repair, since further damage was discovered in the interim.

Review: This mechanic has had our car for a month, refuses to tell us where the car is, will no longer return our calls and has raised the price of the repair over $1000. He admittedly got in over his head on this project.Desired Settlement: I want my car back within a reasonable period of time, and I want to pay less than the original quote because of the extremely extended period of time he's had our car.

Business

Response:

This complaint is completely without merit. Mr. [redacted] has been fully informed of all developments in this matter. Never have I refused to return his calls. His father, [redacted], has asked to take over the situation and for me to speak with him only, since he is the one paying for this repair. This I have done. [redacted] has only asked for the location of the truck less than 24 hours prior to the filing of this complaint. Further, [redacted] & his father have both agreed to the increased costs of repair, since further damage was discovered in the interim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This matter is still not resolved. It is laughable that the business owner is saying there is no merit to this complaint since he only began promptly responding to us after we filed it, and has also asked us to remove the complaint. We still do not have our vehicle. He still will not give us the address, the shop name or phone number of where our car is and who is actually doing the repairs on our car. At this point we are tempted to contact the authorities.

The first promised date of return was February 18. We are now one month past that date. The damage that was found in the interim, should have been found immediately, not 6 weeks after starting work on the engine. Diagnosis should have been completed within a week of him beginning work on our car.

Also, my father, [redacted], is not paying for repairs, I am. He is service manager at a dealership so is experienced in dealing with auto repair. We asked him to help talk with "The Car Doctor" because we felt we were getting the run around (which we were and still seem to be). He was never told to only contact [redacted], he was only to explain the work being done on the vehicle. He was the one who requested to only deal with my dad, and not me. After the price was raised again, we wanted someone in the field who would be able to verify that the price increase was valid.

We have asked for something in writing, detailing the work being done, the cost (including a breakdown of what charge is for what), a warranty on the work and a date the work will be done. He has failed to provide anything to us.

It has been over 6 weeks since he started on our car and over 9 weeks since he has had our car. I have missed work, and have had to pay for a rental car since February 18.

The estimated work time for this job is 29 hours. Why has it taken 6 weeks? For all we know, our car is done and he is using our car.

As of 315pm today, the heads are supposedly done, and he is to being reassembling the engine.

Regards,

Business

Response:

Thank you for your response and desire to settle this matter. As I mentioned, Mr. [redacted] will be facing criminal charges for the deliberate issuance of a bad check. This was done willfully, as a stop payment was put in place 30 minutes prior to issuing the check and taking the truck. He never test drove the truck prior to stopping payment, as can be attested to by four witnesses. Further, he refused to sign any paperwork and his demeanor bordered on threatening. Regarding the supposed theft of his truck, he willingly gave the key to the tow truck driver. That constitutes permission. Further, he even admitted to the police, whom he called, that he knew where the truck was. Their response was, “Then your truck is not stolen.” I have included a copy of the invoice. I trust this will put this matter to rest and again thank you for your help. Should you need any more information, please feel free to contact me in any way.

Sincerely,

The Car Doctor

Review: I had my vehicle towed to the Car doctor because it had stopped running. I was informed by [redacted] the manager that my vehicle needed 2 new ignition coils and plugs and that this would definitely fix the problem. 2 days later I was informed by [redacted] that the ignition coil replacement did not fix the problem and that he needed to change a valve spring and that this would definitely fix the problem. but that he needed to purchase a special tool to fix the valve spring and that it cost in excess of $100. I then asked him if this would fix the problem and he said yes definitely. after 2 days [redacted] called me to inform me that he did not get my vehicle fixed and that the timing chain was off a tooth now, and that it would cost a a few hundred dollars more to fix but that he could not do it now because of being backed up and could not get to it until a week later after Christmas. I asked how could I not be at the front of the line since he had my vehicle for a week and promising me that each repair would fix the engine problem. I had to have my vehicle towed to another shop who was able to fix not only the MINOR problem that caused my vehicle to stop running but the additional problems caused by the Car doctor.Desired Settlement: Pay for all repairs done by second shop to include towing to said shop.

Business

Response:

The Car Doctor always strives to provide the highest qualityservice available and to resolve any issues amicably, should they arise.On December 20, 2014, the owner of The Car Doctor, [redacted], returned a call to [redacted] who informed him of his discontent withservice he had received the week prior. During this conversation. [redacted]requested a copy of an itemized detailed and paid repair order from thesubsequent auto repair shop involved in this issue. Also requested were anyremoved parts that were replaced and a detailed written description of why [redacted] believes The Car Doctor caused any “additional problems”.To date none of what has been requested has been submittedto The Car Doctor by [redacted].Once all has been received, plans can be made on how to bestproceed for all concerned.Respectfully yours,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Review: I had my vehicle there for the A/C not working and was told I needed a sensor. After the sensor was replaced my A/C was still not working. I was still charged the full amount of $265.00 for a repair that didn't fix my A/C. I was then told to take it to the dealership to have the computer replaced. After a few trips to the dealership, the problem turned out to be a crimped wire. There was nothing wrong with any of the sensors or computer!! I told [redacted] I shouldn't have to pay for the repair but I didn't get far because he felt it was the computer because the machine said that's what it needed. I don't feel I should have to pay full price for a repair that didn't even fix the A/C. I hate to file this complaint because besides this, I have had nothing but excellent service from them, but at the same time I feel taken advantage of.Desired Settlement: I don't feel I should have been charged for a service that did not fix my vehicle.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that the spoke with the consumer and the complaint has been resolved.

Consumer

Response:

The consumer called and stated that the complaint has been resolved.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

I have been a customer of the Car Doctor for a few years, and have always left satisfied. I was compelled to post after extraordinary service on my [redacted] after brake failure, in which the ruptured line left me without stopping ability. The Car Doctor saw my car that day and replaced all of the defective lines, at a more than reasonable price. I usually leave my keys in the drop box for service such as State inspections, and ordinary repairs, and the Doctor always works me in the following day.