Yost Automotive II

I'd like to begin by stating that I truly believe that this issue is a matter of misunderstanding and miscommunicationFor Mr***, English is a second language and communication was troublesome throughout our working relationship When Mr [redacted] first came into our shop on Friday Jan17, he stated that he wanted a state inspectionWe told him his vehicle wouldn't pass because it had the check engine light onHe asked us to diagnose the cause of the lightWe found three codes present and two pending codes in his vehicle The present codes were for vacuum leaks and idle issues and the pending codes were for the catalytic convertorWhile diagnosing, we found two hoses wrapped in tape that were leakingI called Mr [redacted] and informed him that we needed to start with this and that repairing the hoses could possibly fix his lean codesWe then waited for his response on what he wanted us to doHe called us back at 4:pm and told us to replace the hoses and do the state inspectionBy the time the parts showed up and were installed, it was 5:pm and our shop closes at 6:I informed him that because the computer monitors in his vehicle had to be re-set for the state inspection by driving at least miles, I would not be able to do the inspection before closing timeI recommended that he come pick it up and drive it for the weekend and bring it back on Monday for the inspection Mr [redacted] called Monday and said his check engine light had come back onI told him to bring the car back to the shopWhen he arrived, I apologized for his inconvenience and reminded him about our discussion that repairing the hoses were a starting point and we would move on with the diagnosticI set him up in one of our shop cars at no charge while we continued the diagnosticMr [redacted] ran up $in toll charges in the car we loaned him, to which he has not paid us backI talked to him on Wednesday, Jan at 2:pm and informed him that the idle code had returned, but not the lean code and that we were having a hard time duplicating the issue but that we would keep tryingAfter continuing the diagnostic, I talked to him again on Friday and told him that we figured out that the throttle body was bad and that we would not be able to get one until Monday, at which time I would like to install the new one and verify that being the issueReplacing this part did fix the issue so I called Mr [redacted] and left a voice-mail Tuesday around noon to let him know that the idle code had not returned since installing the throttle body, but that the catalytic convertors that we initially found to be bad, would still be an issue for him, and that I would recommend another option on repairs when he called me backI did not hear from him for the next two days, so I called and left yet another voice-mail for him Thursday at noonHe finally returned my call and I discussed with him the new codesHe seemed frustrated and I explained to him that sometimes when the vehicle's computer detects a big problem, it won't even check the other systemsSo when you repair the big issue, the computer sometimes pops up new codes on the unchecked systemsI then explained to him that the Travis County Air Check Board could probably help him get a financial aid waiver to help with the cost of repairs for the catalytic convertorI then proceeded to text him their website and address and the phone number of the contact I have over thereHe thanked me, said he would check into it and call me back Less than an hour later, he called me back and said he didn't want the new throttle body we had installedI told him that was no problem and that I would re-install his old one and have his car ready for him the following morning Again, this was done at no charge, as I was trying to help him out He stated he would be at my shop at pm Friday Mr [redacted] picked his car up and drove it for two days then brought it back on Monday complaining of a new noiseI performed another diagnostic (normally a $fee) at no cost to himAt this point, I had approximately hours of labor into his car that were uncharged for I noticed a few noises when driving and asked him which noise specifically he was concerned withI saw that his drive shaft was broken and priced one out for himBecause this would be an expensive repair and he was already avoiding repairing other things because of high costs, I recommended he might cut his losses and trade his vehicle in for something elseAt that point, he became irate and began yelling at me in our shop lobby, accusing me of breaking his drive shaftAfter approximately minutes of this, I was able to calm him down and re-explained the entire situation to himI asked him what I could do to help him outBefore leaving, he told me he understood and believed that I would not sabotage his drive shaft and told me he would be in touch with meThat was our last correspondence

I'd like to begin by stating
that I truly believe that this issue is a matter of misunderstanding
and miscommunication. For Mr. [redacted], English is a second language and
communication was troublesome throughout our working relationship.
When Mr. [redacted] first came into our shop...

on Friday Jan. 17, he stated
that he wanted a state inspection. We told him his vehicle wouldn't
pass because it had the check engine light on. He asked us to
diagnose the cause of the light. We found three codes present and two
pending codes in his vehicle.
The present codes were for
vacuum leaks and idle issues and the pending codes were for the
catalytic convertor. While diagnosing, we found two hoses wrapped in
tape that were leaking. I called Mr. [redacted] and informed him that we
needed to start with this and that repairing the hoses could possibly
fix his lean codes. We then waited for his response on what he wanted
us to do. He called us back at 4:45 pm and told us to replace the
hoses and do the state inspection. By the time the parts showed up
and were installed, it was 5:45 pm and our shop closes at 6:00. I
informed him that because the computer monitors in his vehicle had to
be re-set for the state inspection by driving at least 30 miles, I
would not be able to do the inspection before closing time. I
recommended that he come pick it up and drive it for the weekend and
bring it back on Monday for the inspection.
Mr. [redacted] called Monday and said
his check engine light had come back on. I told him to bring the car
back to the shop. When he arrived, I apologized for his inconvenience
and reminded him about our discussion that repairing the hoses were a
starting point and we would move on with the diagnostic. I set him up
in one of our shop cars at no charge while we continued the
diagnostic. Mr. [redacted] ran up $20 in toll charges in the car we loaned
him, to which he has not paid us back. I talked to him on Wednesday,
Jan 22 at 2:30 pm and informed him that the idle code had returned,
but not the lean code and that we were having a hard time duplicating
the issue but that we would keep trying. After continuing the
diagnostic, I talked to him again on Friday and told him that we
figured out that the throttle body was bad and that we would not be
able to get one until Monday, at which time I would like to install
the new one and verify that being the issue. Replacing this part did
fix the issue so I called Mr. [redacted] and left a voice-mail Tuesday
around noon to let him know that the idle code had not returned since
installing the throttle body, but that the catalytic convertors that
we initially found to be bad, would still be an issue for him, and
that I would recommend another option on repairs when he called me
back. I did not hear from him for the next two days, so I called and
left yet another voice-mail for him Thursday at noon. He finally
returned my call and I discussed with him the new codes. He seemed
frustrated and I explained to him that sometimes when the vehicle's
computer detects a big problem, it won't even check the other
systems. So when you repair the big issue, the computer sometimes
pops up new codes on the unchecked systems. I then explained to him
that the Travis County Air Check Board could probably help him get a
financial aid waiver to help with the cost of repairs for the
catalytic convertor. I then proceeded to text him their website and
address and the phone number of the contact I have over there. He
thanked me, said he would check into it and call me back.
Less than an hour later, he
called me back and said he didn't want the new throttle body we had
installed. I told him that was no problem and that I would re-install
his old one and have his car ready for him the following morning.
Again, this was done at no charge, as I was trying to help him out.
He stated he would be at my shop at 1 pm Friday.
Mr. [redacted] picked his car up and drove it for two days then brought it back
on Monday complaining of a new noise. I performed another diagnostic
(normally a $50 fee) at no cost to him. At this point, I had
approximately 8 hours of labor into his car that were uncharged for.
I noticed a few noises when driving and asked him which noise
specifically he was concerned with. I saw that his drive shaft was
broken and priced one out for him. Because this would be an expensive
repair and he was already avoiding repairing other things because of
high costs, I recommended he might cut his losses and trade his
vehicle in for something else. At that point, he became irate and
began yelling at me in our shop lobby, accusing me of breaking his
drive shaft. After approximately 15 minutes of this, I was able to
calm him down and re-explained the entire situation to him. I asked
him what I could do to help him out. Before leaving, he told me he
understood and believed that I would not sabotage his drive shaft and
told me he would be in touch with me. That was our last
correspondence.

Complaint: [redacted]
I am rejecting this response because:
First the manager has stated a lot of false statement.I brought my car to them and told them I goal is to have inspection but right now I have the engine light on and I code 3 codes from [redacted].Then I told them to do diagnostic first to find out how can the engine light could be fixed.Again I got a called from the manager he said they found the issue the same dropped day and if I change the hoses it will be fixed .He even did not say it SHOULD but he said it will be fixed.Then I gave him approval to change it which did not fix my engine light .Since the car was not done I took back to them ,and by the way I have never got any apologies from him since I came to that shop not for a delay work or unsatisfied customer.Even I paid already but never heard about pending codes or codes they found.
The only good managing part of this issue was to let the customer borrow an old car while you try now to do the real diagnostic of the engine light which took you more than 10 days.
Again I came their to get my engine light fixed so I can finally get to the next step for my inspection and the car was not fixed .Then I got charge $488 and on top of that you guys broke the car after you kept it for 2 weeks. Now honestly you are talking about after you broke my car to come back pay for you to diagnostic a mess you did in my car.
You are talking about that you asked me what could you do for me to help me out after you said to me that my car is tearing apart that you will not fix the damage you made to my car.
All I am asking Yost is to refund me my $488 since they did not fix my engine then repair also the damage they caused to my car.
By the way english is my third language and mechanic terminology is my fourth language.But I thank god I was able to earn a graduate degree with my third language with Texas State University and Texas A&M.
Regards,
[redacted]