ComplaintsforEuropean Specialty Automotive

• Initial Complaint

  23/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Transaction Date: 05/16/23 Diagnosis of issue ********* *********- leaking oil. Cleaned oil leak to diagnose further. Recommended to bring back to shop after some mileage. Upon pickup waited 3 hours for car to start as there were issues turning the car on. Appointment made for 06/14/23- Paid 221.45$. Upon return home clunking noise could be hear from the car engine. Further inspection showed that a flashlight was left in the engine bay from mechanics **** ***** ************* Appointment 06/14/23 Informed mechanics of flashlight being in engine bay. Left car for a week with mechanics. Was told that engine leak was from intercooler and fuel injectors. *** ********* * ********* Told mechanics to proceed with repairs **** ************ Paid 1,385.65$ Upon return home found injectors were still leaking and fumes were being produced. ***** ****** ** ******** **** *******and returned car on 08/14/23. Reply ** ****** stated the car was not properly maintained despite repair documents dating from first purchase, many of repairs being from european auto. Asked them to refund and fix issue. Was told by manager that we didn't know what we were talking about *** **** ***** and chose not to fix the car. Was told that they would not fix it nor refund *** **** **** ******* ** ******* Car broke down on the side of the road 08.16.23. Took car to ******** for repair. Was told by ******** that injectors were never touched, leaking and seized. Car has been at ******** since that date. ***** ******** *** ******** Returned to mechanics 08.22.23 to tell them about the confirmation that injectors were not repaired. Was told that we opted not to have them repaired. Showed manager the text confirming to fix issue. Was told that they weren't going to refund anything and that "they probably used that part for something else and didn't know about the injectors". Asked for refund again and was told they did nothing wrong and it was our problem.

  Business response

  23/08/2023

  "Hello T and C. I have taken the time to review your June 7th visit.
  Your total invoice was $1385.65 after tax which included diagnostic time, a new intercooler, cleaning and details on your other issues.
  The diagnostic notes that were provided to you in writing could not have been more clear informing you of two problems on your 18 year old Smart car.
  You opted to fix one problem being a major external oil leak.
  Your invoice clearly stated "Vehicle still has combustion gases leaking through fuel injector seat, which can be heard while engine is running".
  We try to be sympathetic to clients with older cars that may not be properly maintained. With that said it is simply not fair or reasonable to come back two months after one repair to blame us for the other issue that you were already informed on.
  Car ownership can be frustrating especially when dealing with an older vehicle with multiple problems.
  We wish you the best and hope you will take the time to review documentation and e-mails from June and maybe come to realize that efforts were made to inform you and perhaps we are not to blame for other existing issues on your vehicle. All the best."

  ** ** ** ******* **** ****** ********* *** ***** ************* *** ********* *** ********* ****** *** *** ********** ** ****** ***** ** *** ******* **** **** ******** ******* * ***** *********

  Work was completed for which it was fairly charged and customer was clearly advised that they had more problems as stated on initial diagnostic and final invoice. 

  *** ********* ** *** *** *** ******* **** ****** *** *** ********* ***** *********************************************************************************************

  Business response

  24/08/2023

  We have taken the time to review will all staff and review entire transaction and did find an error in billing. It would appear as though there were 3 seals (Part #611 017 00 60) that were billed in error and the client is entitled to a refund of $5.10+tax = $5.72. Our parts manager is not known for making this type of error, is apologetic and is reviewing processes. We noticed that the actual invoice that was issued to client and paid for was not included in the documents that you have received so far.  This is important considering it clearly states/reiterates the diagnostic notes that more issues were present on this vehicle.

  Business response

  25/08/2023

  The simple reality is that these clients have an old car that has more then one problem.
  

  - They authorized and paid for one of there problems to be resolved which it was.
  - They were billed in error for seals totaling $5.72 which we are happy to refund.
  
  Work was completed for which it was fairly charged and customer was clearly advised that they had more problems as stated on initial diagnostic and final invoice.

  
  

  Customer response

  28/08/2023

   I am rejecting this response because:
  Regardless of the cars age we paid an inspection fee and we have confirmation from ******** that the fuel injectors were never inspected. They were seized in place. Had they been properly inspected the issues would have been fixed as per our request **** **** ******** to fix all issues. Due to your mechanics not inspecting the injectors properly the car broke down and it caused us to need a new inspection from ********* 

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