Zuppo's Auto Service

Review: Dropped car off on Monday 16 Jun 14 to have it looked at for problems with acceleration and possibly something to do with the fuel system. Explained to secretary when accelerating the car loses power and sometimes to the point I have to pull over. Also stated car does not go past 4000 RPM at any time. First call from the secretary stated the car was hooked up to the “computer” and the problem was diagnosed as needing an ignition coil. She also stated the car needed new spark plugs and I agreed to have these fixed. She also stated to me that the problem might not be fixed and the other 2 coils might need to be changed as well. After 3 days the secretary called me and I guess the car was getting worked on at this time because she stated since it was apart the plug wires and cap looked to be original and should also be replaced while the car was taken apart so I agreed to that as well. After picking up the car on Friday 20 Jun 14 as soon as I drove out of the parking lot I noticed the car was still not fixed. Went back into the shop and I guess the owner came out to see what was going on with the car. I explained to him the same exact thing I told the lady at the desk when I brought the car in. He proceeded to take it for a test drive. Few minutes later he came back stating “yep there is a problem”. He stated he wasn’t working tomorrow he would have to get to it on Monday. He said something to the effect he needs to take off some part to have straight air flow to the exhaust to see if there is a problem in there or something like that. I can’t remember the exact part he stated he would take off. He then stated I could take the car home for the weekend so I had the vehicle if need be. After review of the bill I noticed at the very top where the secretary typed in check fuel system- 400 rpm wont accelerate gets better and gets worse. Under customer note it says 6 mile road test- ok (so apparently someone test drove the car after it was completed for 6 miles and didn’t see a problem. Funny I noticed it as soon as I pushed on the gas), and possible catalytic converter damage due to engine misfire (WHAT??? Glad nobody explained what this meant to me either).

6/23- Monday 10am- car dropped back off at Zuppos

6/24- Tuesday- NO CALLS TODAY. Wife called around 3pm and left a message and of course no answer or returned call

6/25- Wednesday- NO CALLS TODAY. Drove to shop at aprox 11am to find out what was going on with the car. Was told by secretary that “owner” isn’t there that he is out test driving vehicles. Asked on info about the car and she said she knew nothing. Did not want to give me the wrong information. Also stated a Kia was there with the same problem. NO RETURNED CALLS on the status of the vehicle.

6/26- Thursday- NO CALLS TODAY.

6/27- Friday- called at 0900 am. Talked to the owner I believe and his first statement to me on the phone was “can you give me a little more background on the car”. Really after another week sitting there you are asking me for background on the car again???? Told him to have the car ready I would be there to pick it up in 15 minutesDesired Settlement: I would have put finish the job but after 2 weeks and nothing in return from this business I believe it is more appropriate to have at the $684.51 returned (at least the $384.95 for services charges). I now have to take it elsewhere to have the original problem I dropped the car off for fixed because after 2 weeks Zuppo's seems uncapable of fixing the problem with the car. I tried giving them the benefit of the doubt to fix it after doing research online of what to do but after another week and very minimal response from this business it is better to take the car elsewhere. I have no desire to have any contact with Zuppo's now or in the future so whatever steps need to be taken on you're end I understand. Thank you for your time! [redacted]

Business

Response:

In response to your letter dated July 21, 2014:Vehicle was dropped off on the night before scheduled service date. On the drop-off envelope, customer had described that vehicle wouldn't go over 400 RPM's (not our handwriting on envelope)What [redacted] doesn't tell you is that the vehicles check engine light was on when vehicle was dropped off. We diagnosed the service code as P0301 as a Cylinder 1 misfire. We removed the intake manifold plenum assembly to gain access to the rear cylinder head spark plugs: & coil packs & installed cylinder # ignition coil. We reassembled the intake plenum, cleared the diagnostic trouble codes from the ECM and road tested the vehicle. Engine misfire was gone, check engine light was out. I guess we must have fixed something.When [redacted]s came to pick up car, he paid for the vehicle, went out to car, immediately came back in and said it's not fixed; it's doing the same thing. That's when he stated that it was over 4000 RPM's that the car doesn't accelerate. I (Mark) was standing nearby when this conversation was taking place with my secretary (my wife). I proceeded to walk outside with [redacted]s and test drove it again. . The car was sluggish on hard acceleration. It is not our typical practice to go out and thrash someone's car over 4000 RPM's even though the drop off envelope said 400. For the record, I received the drop-off envelope that said 400 RPM not my secretary. [redacted]s left the car to be re-assessed and more testing. I told him I wanted to drop the catalytic converter to see if it was clogged or not. I confirmed it wasn't. I also ran an engine vacuum test which passed also showing no signs of a restricted exhaust system.Not in our defense, but we have had 4 repair shops in a 3 mile radius of our shop close down, which has our shop extremely busy. We also had other regular customers scheduled for appointments before [redacted] dropped off his vehicle. This was a diagnostic issue and we didn't even charge him for the diagnostic. It was strictly engine scan, parts & labor.Things happen in this business that we sometimes cannot control, like having 3 lifts breakdown in the same day (during the stay of [redacted]s vehicle) and not being able to get service people out for 2 days. We're not using this as an excuse, but these are things that happen in our industry on a daily basis, and customers sometimes don't seem to understand that it throws production & scheduling off,[redacted] is right, there was a breakdown in communication on our part, but this isn't a common practice of our business. Sometimes I am out on test drives and can not be reached. Cars sometimes have to b drive cycled as far as 50 miles to be reset for emission problems, so it is possible I wasn't there at the time of all the phone calls.We have been in business for 27 years with no other means of income but repair, we don't have towing, we don't have gas, and so this must account for something. We can't say the same for other shops in the area that have closed near us in the past 60 days.I hope [redacted] reads our response and has some understanding as to what took place with his vehicle. We didn't not charge him for any additional testing or diagnostics as our policy states our warranty is 12 months or 12,000 miles.[redacted] got very upset when I called him to ask about vehicle history of possible other problems in the past that may have helped us solve his vehicles drivability issue.We are willing to issue him a $315.00 refund on the labor side of the invoice as we hope this will help [redacted] to repair his vehicle.If [redacted] would have talked to me instead of yelling at me, this issue could have been handled amongst us without the need of your assistance.Regards,Mr. [redacted] Zuppo & Mrs. [redacted] Zuppo

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. ( I am choosing this option to close this matter but I would like my response posted as well)