Yerena's Auto Care

Initial Business Response /* (1000, 5, 2015/07/09) */
The indecent with Mr*** car is very unfortunate, the Safety and satisfaction of our customers is our priorityWe have acted in good faith since day oneWe did the best we could to address his car problems, first with the initial repair
then with the fireWe are not a fly by night shopWe stand by our customers and do everything we can to protect themWe are fully insured for situations such as theseWe submitted the claim to our insurance companyAccording to them, after a very thorough investigation, they found enough evidence to prove the car was set on fire, it was they who denied the claim, not us
When the car was first brought in on 3-6-it was running very poorly he complained it lacked power, it had been looked at by at least two other shopHe stated He had just bought the car knowing previous owner had installed another engineOur diagnostic found a worn throttle pedal positioning sensor had a glitch, and the camshaft to piston timing was off, we also found components missing and mismatched partsAlways staying in constant communication with the customer he was informed of the situation, being well aware that the car may have other problems due to all the previous work done elsewhere, he agreed to replace throttle pedal sensor and set timing chains on timeIt is our company policy to road test every vehicle before and after repairs however we do not drive unregistered carsDue to the fact that the car was not registered, we asked the customer to get a temporary moving permit in order to road test the vehicle, which he did not doInstead he offered o do the driving himselfUpon completing the repairs the car ran Strong and customer was satisfied with the repair
Then the customer returned with the check engine light onIn diagnosing the car again we found the engine had a head gasket problem, coolant was entering piston and piston we suspect this was caused by previous engine workAfter the customer was made aware of this, he decided to replace the engineWe gave him a quote for the full repair which he declinedHe purchased a used liter engine off a Ford Fusion to have us replace the liter stock engine on his Mazda He was advised the engine was a modification and installed at his own risk, we could not be held responsible if it didn't work properly, he insisted on the installation and agreed to the termsWe made the modifications necessary to install the new engine and got the car started, when the car started, it was left running on and off under our supervision for approximately hoursCar ran properly the entire timeAgain we could not road test the car because it was not registered, the customer volunteered to test drive the car to check and make sure no code would returnAbout minutes later the customer came back walking informing us that the car caught fireAs soon as we heard we went to the car only to find the fire fighters already thereWhen the fire was extinguished the car was brought to our shop for an inspection
We did offer to buy the car from him and cancel the bill in an attempt to resolve the issue quickly and in good faith, recognizing that anything is possible, although as rare as it could beHowever he opted to go through our insuranceWe have good shop keepers insurance coverage for these types of situationsWhen the insurance adjuster saw the car, they brought in several other investigators to analyze the fireAgain, it was they who denied the claim not us; they gathered enough evidence to prove the car was in fact ignitedWe are under the understanding that the insurance company has made him aware of this fact alreadyHe was given the option to seek legal counsel and proceed as he deemed necessary as well as a notice to contact our insurance for any further questionWe understand his frustration, but we did everything in our power for the customerIt is now out of our hands, we have to follow the instructions of our insurance company's reports for they are the experts in the subject not usIt is very unfortunate that things turned out like this but not once have we backed off our responsibilityThat being said, it is he who has not return our phone calls, text messages or emailsWe have made several attempts to contact the customer only to hearing from them at the end of last month in the form of a complaint posted on our Facebook pageNow he is using the Revdex.com instead of the avenue already in placeHe still owns us money and has not picked up the car which has been sitting at our shop for several months nowWe submitted all of the evidence we have to The Revdex.com, which includes: the letter from the insurance to the customer and both invoices for the work performedThough the situation is unfortunate are pleased to know that the customer is OK and that there were no grave consequences to the incident