Watson Motor

Customer originally brought vehicle in stating that check engine light was on and that tail lamp warning light was on.  After diagnosing the vehicle, we found that VVT solenoid was bad, alternator was charging intermittently, and tail light bulb was burned out.  We replaced the bulb and...

VVT solenoid valve, and noted on ticket that the alternator was charging intermittently and gave the customer an estimate of $276.02 plus tax to replace.  After picking up his vehicle on 11/11/2015, Mr. [redacted] called just before closing stating that his car would not start.  The service manager dispatched one of the mechanics to check on the vehicle, and upon his arrival the mechanic noted that the hood was open and that both battery cables were disconnected.  The mechanic then approached the house and spoke to the customer asking if anything had been left on or any doors had been left open.  Customer stated that when he left the dealership, he plugged his oxygen machine into the cigarette lighter and drove home.  Sometime after arriving home he heard the car alarm sound and when he came out to the car he noticed that the car would not start.  Customer provided the pliers he used to remove the battery cables to the mechanic to reattach the battery cables.  The customer told the mechanic that he had had problems with
the vehicle not starting before and that his wife's son put a battery in the vehicle. I spoke with Mr. [redacted] on 11-12-2015.  After listening to his complaint, I pulled the Repair Order and spoke with the mechanic and service manager as to what repair was done and where the components that were worked on are located.   I returned to the customer and explained that the part which we replaced was located on the top of the engine on the driver side.  The alternator, which was the part that he claims was damaged in our shop, is located on the bottom of the engine on the passenger side.  I further explained to the customer, that after 17 years and 178,789 miles, it was very likely that the alternator had been slowly wearing out.  After several disparaging remarks made by the customer towards myself and my staff, I told the customer that he would need to speak to the owner, Tom W[redacted].  After being shown by the service manager where the parts are located, Tom W[redacted] called Mr. [redacted] on 12-13-2015 when he returned to the office.  Tom reiterated to the customer that during the repair we were never close to the alternator and that at the age and mileage of his vehicle it is definitely normal for an alternator to be worn out.  Mr. [redacted] stated that "He knows we somehow shorted out his alternator."  Customer stated that if we would not fix the repair at no cost to him, he would consult legal help.The repair that we performed on this vehicle in no way affected the alternator or charging system.  As we have already stated to Mr. [redacted] no further action will be taken.

In response to the customers statement about
disconnecting the battery before working on any part of the electrical
system.  The Lexus repair manual does not call for the disconnecting of
the battery when inspecting or replacing the VVT solenoid.  In
response to the second statement of the customer about repairs to be
done or not to be done.  The customer was contacted before he came to
pick up the vehicle and asked if he wished to have the alternator repaired, which he declined. 
When the customer came to pick up his vehicle he told our bookkeeper
that he did not want to replace the alternator at the time because
"money did not grow on trees."In response to the third statement
of the customer about the customers portable oxygen concentrator.  As
stated in our previous response.  The customer told our mechanic when he
came to jump start the vehicle that he had left the oxygen concentrator
plugged into the vehicle when he got home, and that he had previously
had issues with the battery that his wife's son had attempted to fix.  As we stated in our previous response we did not do anything to damage the customers vehicle, and we will not cover the customers repair.

Complaint: [redacted]
I am rejecting this response because:
Much of what Watson Motor Company has told you is illogical!  Most mechanics know to disconnect the battery cable before working on any part of the electrical system to prevent burning out the alternator.Does it sound logical to anyone that I took my car to Watson Motor Company for repairs and told them NOT to repair any part of it since the repairs were to be done so I could take my wife to her pre-surgery appointment for reverse shoulder by Dr [redacted] in Lubbock at ten AM Texas time the morning after the car was released to us after a few days in the shop? Because the car was damaged by Watson Motor Company we missed her appointment and had to reschedule. My insurance company had our Lexus towed to [redacted] for repairs that were done so we could make the newly scheduled appointment with Dr. [redacted]. Since my portable oxygen concentrator runs off the battery supplied by the alternator, does it sound logical I would take the car for repairs and not mention the alternator was out if it had been? The answer to both questions obviously is "It is not logical".  Therefore Watson Motor Company refuses to take responsibility for damage they did to our Lexus. I suspect that from what others who have also had their cars damaged by Watson Motor Company that Watson Motor Company will argue with the intent of wearing me down as they have with others until I give up but I hope to produce witness statements that this is how their complaints to Watson Motor Company were handled.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted]
I am rejecting this response because:It appears that none of the statements in the new letter from Watson Motor Company are true and are rejected by us. The only statement made by Watson that may be true is about Lexus not instructing the mechanic to disconnect the battery cable because most mechanics know to disconnect the cable anyway. It appears to us that Watson Motor company is no longer an honest dealer and we can no longer do business with them or recommend them to others.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]