Whitaker's Auto Repair

Initial Business Response /* (1000, 6, 2015/05/22) */
Contact Name and Title: *** ***/Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@northstate.net
Customer brought the Mercedes in for repairs, I refused to work on the Mercedes due to the condition of the wiring harnessI
informed the customer that the wiring harness was dry rotted & I would not work on that issueI did replace the starter on the Mercedes with a used starter for which I WAS NEVER PAID, the total cost of $Customer informed me that a friend/neighbor told her that the Chevy Cavalier needed the fuel pump replaced, I informed the customer that the vehicle had JUMPED TIME & didn't need the fuel pump replaced, SHE INSISTED that the vehicle did need the fuel pump replaced as she was told by her friend/neighbor so I did as she wanted even though I had already told her the vehicle had jumped time & it was not a fuel pump issueAs for the Mercedes & wiring issues I NEVER worked on it because of the horrible condition of the wires & wiring harness which I informed her ofI did the work on the Chevy that the CUSTOMER INSISTED I DO which was replacing the fuel pump EVEN though the car had jumped time in which I had INFORMED HER ofIf anything she owes me $for the starter on the MercedesI didn't do anything wrong & I did as she insisted I did & I informed her of the vehicle jumping timeI am sorry that she feels the way that she does but her complaint isn't true & she still owes me for the work that I did doWe put customer satisfaction as our top priority & we have a good reputation & a well established business for many years now with returning customers & we want to keep it that wayI feel this complaint is very negative, harmful & dishonest & I hope to have it RESOLVED as soon as possibleI am not sure why this customer would make such accusations & file a complaint against me & my business when ALL I've ever done is TRY to HELP her outI am sorry for this entire issue & sorry for the vehicle problems she is having but I am honestly not to blameI informed her & advised her of the problems which she refused, so I implied because the "Customer is always right"
Initial Consumer Rebuttal /* (3000, 10, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never INSISTED work be done on either of my cars no knowing whether such work would repair either of themIt was I who asked *** if the fuel pump would get the Cavalier running right which is why I paid him in advance for the work he had doneWhy would he put parts on knowing it would not fix the problem? As to the Mercedes, he never refused to do any work or any more work until I asked him to fix the car that would get me to work, the Mercedes only then when I came to pick it up and it had problems it didn't have when I brought it in and called a friend to have it towed after he could not explain why the car would not stay running was cutting off and backfiringIt was towed to *** *** *** and *** and the mechanic called *** to find out what he had done and *** confirmed he spoke with himIt makes no sense that a mechanic would do work on a car knowing it would not fix the issue at hand at the insistence of any customer knowing it is not the issue to fix the problemI have no intention of hurting the business but feel it is Whitakers that was dishonestIf *** knew he could not fix my Mercedes all he had to say was he couldn't when I took it himWhy else would I leave it with him for such a long timeIt's true *** has fixed my cars over the years, it's only after this last incident that I finally realized that he is not the mechanic he was thenIn this last incident after learning that he offered the Cavalier fuel pump to sell while it was in his shop and then telling me that the car wasn't running right after several attempts he made to fixing itThe fuel pump, catalyt converter, fuel regulator the he is not the mechanic he once was for meI've concluded that his actions were most likely actions towards me and perhaps his other customers he treats differently because they may have some knowledge on car repairs and as for me very little other than this last time I educated myself somewhat by researching parts cost and blogs to determine what may be wrong with my ChevyAt no time did a neighbor tell me what may or may not be wrong with my carIt was a friend in Greensboro that I called in *** presence to explaining what was going on with my Mercedes at his shop that gave me the phone number for Spring Garden to have the car towedAnd *** NEVER informed me it was the timing chain, I suggested itIF HE HAD TOLD ME THAT, it would have been the timining that I would have INSISTED he repairI needed a car for work, and didn't have any money to throw down the drainWhat kind of mechanic would take the insistence of a customer knowing better? That in and of itself is dishonestI've always believed *** whenever he told me what was wrong with my car(s) why would I not? He was a great mechanicI filed this compliant because as he was dishonest with meAnd his reply is not truthfulI know how my Mercedes was running when I brought it in and left it with himHe told me he hadn't pulled any wires inside the car, he had because I looked in the car on an evening when I stopped by to check itHe told me he put coils on the Mercedes he didn'tMy last experience with Whitakers has been a learning lesson for meI feel its only fair he pay the towing and diagnois for the Mercedes, $278, fuel pump $and labor paid in advance $for the Cavalier
Final Business Response /* (4000, 16, 2015/08/12) */
In response to this complaint just like I replied before the customer still owes us for repairs on the Mercedes in the amount already indicated $for the starter which I am willing to forgiveI will write that repair off as a loss & she won't have to pay it, I forgive this debt that she owesThe customer's statement (complaint) is not true & I am not sure where she came up with her complaintWe have dealt with her for years now & have always had a good relation & I admit I do work late at night in order to get my customer's vehicles repaired, even on weekends & holidays if neededI feel the complaint is very unfair but I am willing to forgive her debt she owes & I am also willing to offer her a FREE oil change up to the amount of $totalAs for my "helper" I have found that he actually has possession of the Chevy Cavalier, she gave to him but he has found out she still owes on this vehicle to finance company or bank & the Cavalier is no good to him because she still owes on this car & signed it over to him knowing she still owes financial company for it to actually be hers to giveEx helper started his own shop at his residence & sees her oftenRegarding *** *** (the other repair shop), I have spoke with someone there & they repaired what I already confirmed that the Mercedes neededI feel that if anything, honestly she owes me, I don't owe her anything BUT I will forgive her debt of $for the starter on the Mercedes & I will GIVE her a FREE oil change up to the amount of $totalI feel this is beyond fair in my part, but I am willing to do thisAs for my business "suffering", I don't know where she got that information, we are going stronger than everAs for the fuel pump & me offering to sell it to someone else, that's just not trueI really want to resolve this entire issue immediatelyI have responded with what I am willing to do for her, the customer & I will keep my word & forgive the debt she already owes plus the Free oil changeI hope this will satisfy her & we can see eye to eyeI am in a demanding business with a good reputation & I want to keep it that wayIn all respect I am sorry she feels the way she feels & felt necessary to file a complaint months after she had the supposed issue