ComplaintsforMike's Downtown Service Inc

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business was hired to replace a starter on my SUV. While they did replace the starter, they chose not to replace a faulty plastic wiring connector, and allowed me to take delivery of the vehicle anyway. That connecter failed within a day and a half, leaving me stranded 60 miles from home. I had to tow my vehicle at my expense. Over the coming days, I experienced dishonesty, lack of communication, lack of follow-through, and lack of accountablity at all levels. They now claim the engine on the SUV is "locked up," even though it was running fine, when it arrived at the business. They refuse to work on the engine, to repair/replace it, and told me to come and get it, to avoid storage fees. Witnesses have confirmed that the vehicle was running fine, the morning that it was delivered for the business to fix their previous fault/incomplete repair. A complete failure of accountability at all levels of the business.

  Business response

  12/18/2023

  Sorry for the delay in the response. On 10 /24/2023 customer called for a price on a starter for his 2017 Chevy Suburban , didn't want to spend an extra 40.00 and get the lifetime warrantee starter the part store had in stock so i ordered 2 reman starters. The next day we replaced the starter and i noticed a brake caliper bolt was missing so we checked with customer and replace that too.  The solenoid wire connector was broken ,but it seemed to be holding ok, iI told the boss to relay the message to customer but he forgot to tell him. Customer said he would  pick it up next day and asked if we could park inside because his keys were in the vehicle but he didnt know where.  The next morning i pulled it out of shop and parked across street it was then I noticed the service vehicle light was on. The customer picked it up , started fine drove off. the next day he drove to denver and he called and talked to boss  and asked if we forgot to tightren the flex plate bolts because it was making noise. Boss told him you dont mess with flex plate bolts when you change a starter. Later that day he called again stating it would not start,thats when the boss told him the solenoid wire connector was broken. He said he was going have it towed to his house. I told him i would try and come by his house and was not able to make it. So monday he had it towed back to shop . Tuesday I finally got ahance to look at it  one of the starter bolts was in center console so icraled under to put it back in , i could put bolt allthe way in and it would just fall out . So when there was opening we pushed it into the shop I then noticed that the engine block was cracked in half where the outeer starter bolt was.So i tried to turn the engine over by hand I turned it around about 1/2 of a revolusion and then hit a spot where i couldn't turn any more using  afour foot ratchet. so i turned it back roughly 3/4 of a turn and same thing coulnt turn past that spot . shortly after that customer called and i informed him that the engine was locked up. Normally we would offer to give him a deal on putting a used engine that  he furnished. But since he had us on the Tom Martino show where they  decided we werent at fault that his engine with 330000 miles on it that wasn't serviced normally locked up. and than this  and a complaint to the attorny general . If he appologized and took back all his negative statements about us we might be able to give him a break on putting a used engine that he furnished. Other wise he willjust go on the list . I have been working on cars at my fathers business for over 30 years now and there is no way that us installing a starter on his vehicle cause his engine to fail . Just the way he was recording our conversations and him expecting us to pay for his lost wages because we 'touched it last "  is rediculess. thank you    Mike Berthoud

   

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