Complaints

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towards the end of December 2023 and the beginning of January 2023, my truck was in this mechanic shop. I took my vehicle there and was told they would be able to fix it and it would be ready in approximately one week. Toward the end of the first week, I got a call and text message stating that the truck would take a couple of days longer because they needed more time to work on it. I understood, as a mechanic myself, that these things happen. The two days are up, and once more, they need more time. This time it's because of a part. This went on for almost two more weeks. I received a call from them stating, " the truck is fixed, but now it's making a loud noise." When I took my truck there, it did not make a loud noise. I told them that the noise needed to be fixed and I was told that they tried but they couldn't. They also told me I could only get my truck if I paid them. The moment I drove the truck from the shop, my vehicle started shaking and would not work. They took my money, refused to fix the problems they caused, and then willingly allowed me to drive away in an unsafe vehicle. As stated earlier, I'm a mechanic, so I have ethics, but this company does not. Once I got home, I noticed that my truck had old and used parts when I was paying them to put in brand-new parts. Wrench 'EM told me, yes, we put parts from the junkyard in your truck. I've also called them and asked for a refund, and I keep getting denied. I was without a vehicle for weeks with the promise that it would be drivable, and that did not happen. They totaled out my engine and didn't seem to care. I paid almost ***** for nothing. They scammed me out of my money and time. Not good company at all.

  Business response

  02/09/2023

  On December 6, 2023 at 7:37 am  I ***************************** received a call from *****************, a previous customer who had already had other vehicles serviced and was always satisfied with service provided.

  ***************** proceeded to explain that his vehicle was overheating and he was also a mechanic and had tried to fix the issue himself by changing multiple parts on the vehicle such as water pump,coolant hoses,thermostat and was still unable to fix the issue.***************** asked if i would be able to do  his head gaskets on his vehicle i told him to bring the vehicle in to the shop.the vehicle arrived at my shop that afternoon. 

    Myself as an ASE CERTIFIED  tech did my own inspection of the vehicle and explained to ***************** his engine was tapping and had a valve lifter noise. ***************** said all he wanted done was to correct the overheating issue so that he could sell the vehicle.He requested for his head gaskets to be done. As I continued to work on the vehicle I noticed his radiator was clogged so I went ahead and ordered one and replaced it with a brand new radiator at no cost to ***************** I proceeded to contact him and explain that i would be replacing that as well at no cost to him.***************** stated he would be out of the country for some time and was ok with the time it was taking since i was still unable to locate the exact problem.after several conversation with ***************** after work hours due to him not being in town and was only able to contact after hours ***************** stated he had added a substance called BLUE DEVIL to his vehicle something that was not said from the beginning.I explained to ***************** that Blue Devil is a substance that when in contact to oxygen it seals and has clearly clogged the veins in the engine block the only way to repair was by replacing entire engine. I had already taken all steps necessary and over 30 hrs of labor at no cost to him to try and correct his issue, replacing head gaskets and taking his heads to be pressure tested and resurfaced at the machine shop. ***************** came to the shop and stated he was not satisfied with our repairs. Once again I explained to ***************** that if he would have told me that he added this substance to the vehicle from the beginning this would not have been the issue and that at this point he just needed a new engine because no matter how many times i remove and replace the head gaskets the issue of the tapping noise will not be corrected unless he replaces the entire engine .I corrected his overheating issue that was his main concern by replacing multiple parts but that was not going to correct the tapping noise the vehicle came in with. ***************** proceeded to say he was unable to afford an engine and only wanted to fix it enough to sell and did not want to pay for the services provided so i asked ***************** what would make him happy ? I then  offered to remove all the new parts I installed and replace with his original parts so that he did not have to pay me anything and I would just get a refund on the parts I purchased but ***************** was never told he could not take his vehicle if he did not pay as i spent several hours with ****************** is trying to figure out a solution that would satisfy us both  . He said no he wanted to keep all the parts and had to figure out a solution since that vehicle was his wife's vehicle and he needed to sell it.After a long conversation in person he agreed to pay only for the head gasket job the amount of $1,300 ,he paid with credit card $598 and gave me $600 cash he stated he would bring me the other $100 next day and still has not come by my shop.I explained to ***************** that in order to resolve the issue i was willing to provide labor  to replace the engine at no cost if he was willing to  purchase all of the parts and fluids i provided ***************** a estimate with the previous details  stated so that he had it in writing.***************** hasn't reached out to me since requesting a refund as he is stating in his complaint. I will attach all receipts showing that I did not use junk parts on his vehicle as he also stated . ***************** states this vehicle was unsafe to drive the day(1/13/23) he picked it up but called me and stated he drove the vehicle to San ****** a town that is over 17 miles away and back with no problem. Since then he has not contacted me or my office.please see attached receipts and invoice signed by ***************** also ***************** has his receipt where  this was all stated and agreed upon. Myself and my wife operate a very honest shop where we offer warranty and the best customer service possible to ensure our small business remains a five star business and our customers are satisfied .I have always replied to ***************** even after hours on my personal cell phone number with the possibility of ensuring he was aware and satisfied. I hope this explanation resolves this complaint and I am available for any further documentation or explanations needed on my behalf.

  
  

  Best regards 

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

  Wrench'em

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

  
  

  Customer response

  02/16/2023

   
  Complaint: 18954860
  
  I am rejecting this response because:

  The attached screenshots show that **** did not deny that he knowingly put rusted parts in my truck. Instead claims theyre better than what was in there. Mind you. Those are the exact parts that he installed previously. This shows that **** was aware that 1.) he installed less than par engine parts and 2) He installed second-hand when the parts were supposed to be brand new. 3.) He installed bad parts multiple times and was aware.  
  
  I was never okay with the truck taking almost a month to finish. However, as my only means of transportation, I needed to be patient. I was patient because not once did **** ever tell me that he was unable to fix the truck. As you can see from the screenshots, every delay in the car was because of delayed parts. Not because the issues were unsolvable.
  
  Additionally, while I was out of the country on business, my eldest daughter was in town watching her siblings. **** told me the truck would be finished the week I was gone. This is great news because my eldest daughter had no means of transportation. As we know, the truck wasnt ready until the second week of January, leaving my daughter without a vehicle for an entire week. This further proves that I was never okay with the length of time it was taking, but **** left me no choice. Every text message was, give me one more day. Give me next week. **** never told me it was going to take more than two weeks.
  
  If he had been honest and had taken the time to examine the situation and give an accurate estimated timeline, all of this could have been avoided.
  
  
  When I received the truck, I drove it, and it was shaking and not driving correctly. It felt like the truck was running on two cylinders instead of 6. Additionally, I had to drive the truck to ensure it was working correctly. Which it wasnt. I received the truck with new problems, and it is not being correctly fixed.  
  
  This would be the second time Ive trusted **** to fix an issue on a vehicle. Not only did he not fix the problem, but he also gave them back with new issues that were never there.
  
  As a mechanic whos worked for a small business, I would never want this outcome for ****. With that being said, I know this entire situation is unacceptable. There is no ethics or professionalism; a lack of accountability, as well as dishonesty.
  
  
  Ive attached screenshots of the conversation between **** and myself and a video showing the rusted, old parts he installed.
  
  Please reach out if you need any additional details.
  
  Regards,
  
  *************************
  
  

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