ComplaintsforF&M Automotive Repair Inc.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, May 15th, 2023, I took my 2012 Kia ******* EX into F&M Automotive to repair my vehicle's windows and find out why the vehicle kept shutting off while driving it. From May 15th until the day I picked up my vehicle on June 26th, I made several phone calls and visits trying to get an update. ***** would fast talk and say she promised to call back but never would call back. So I had to visit the establishment twice within the time frame and all I would get was excuses about her father being out of town and they had family emergencies. Finally, on June 26th, I picked up my vehicle because it had been 5 1/2 weeks. I paid $450 for the windows which was the only issue they fixed. ***** told me to bring it back when it was convenient so they could put the cover on my door handle and for the engine light repair. Within that time frame, I paid $1139 for a rental car and rideshare expenses. Then on Monday, August 14th, 2023 I took the vehicle back and spoke with ********, he wrote down everything that needed to be done and I was assured he would follow up with me. Two weeks went by and no one contacted me. I called on Friday, August 25th, and spoke with ***** and she said she was going to talk with her brother but it's been hard because she was next door with the kids. The weekend went by and still no response. So I called again on Monday, August 28th and once again she started fast talking, I promise, I promise, I promise I will call you back TODAY and it should be fixed in a day now. Today is Wednesday and of course, I had to call again. They hadn't even looked to see what was wrong with the vehicle. If they couldn't fix it then they should have communicated that with me instead of holding on to my vehicle. After voicing my displeasure, she told me to pick up my vehicle today or I will be charged $50 a day for storage after inconveniencing me for 2 1/2 weeks. She then continued to harass me with text messages and even when I asked her to stop she still continued.

  Business response

  09/06/2023

  Prior to the vehicle being dropped off, the shop advised customer we were a mechanic short out of 3 total. (screenshot shows) The customer was also aware of our turnaround time being that she was here before this drop off. Last visit we repaired a wiring short that made all windows inoperable, turnaround time was a few weeks, so she was aware of us being high volume. All of our customers have a right to choose to take their vehicle elsewhere, but because of our prices and us helping out with diagnostic fees, each individual customer chooses to still drop off the car at our shop. (She did not have to leave it, could have easily picked it up and went elsewhere if this was the issue). Upon dropping off a vehicle, our parking is full as the image attached shows.  Half of the cars being serviced are for huge jobs such as transmissions, engines, timing kits , electrical issues that could take days or weeks depending on parts availability and labor time on each job , our parking lot is never empty , customer did not have to continue to work with us if it was an inconvenience to her. Shop was missing a mechanic,and on top of that shop owner had to travel for a family emergency (screenshot shows spirit email confirmation) . Shop never advised to rent a car, her husband had mentioned he was letting her use his.  On August 30th, 2023 vehicle owners husband called and spoke to *****. During the conversation , customer expressed he was upset of his wife using his car and also said we were unprofessional and dont know what we are doing and that we cant fix it. He also said I never spoke to his wife on the phone. Shop offered to show him record of the calls so he sees this was not the case. Shop explained to him that since they dont think we are a good auto repair shop , we advise they get the repair and diagnostic at a different shop or the dealer. After the husband was being rude and yelling on the phone, the shop asked husband and also the owner of vehicle to pick up their car. ************* told the shop just for that, I wont pick up the car , F&M explained to customer if a vehicle isnt authorized to park in our lot they will be sent a letter requesting vehicle to be picked up or storage fees will be applied, apart from being removed from premises if they continued to leave it. Customer then accused shop of harassment only because we requested for them to pick up the vehicle. Shortly after shop sent capture of tracking of the certified mail, ************* and her husband showed up. Shop was printing a release form while the husband started making threats saying we can meet him across the street, and he works for a radio company, we wont be in business long because of the threat, ************ repair called the police to make a report of it. Prior to reading this report F&M was never aware of any car rental from the first visit, the customer did not have to continue to bring the car again if she wasnt satisfied with our wait time. Customer never complained to us about having a car rental or reimbursing any type of rental fees which only occurred months ago from a different repair in May based on her invoice , now she is barely bringing it up. ************ repair isnt responsible for such fees, they were a choice from customer , shop did not promise anything to the customer , as she could have simply took it elsewhere but didnt.  

  Customer response

  09/13/2023

   
  Complaint: 20543599
  
  
  I am rejecting this response because: this business never notified me about any of what they have stated. When they first had my vehicle back in May I made them aware that I started school for the summer and needed my vehicle. I don't have an extra vehicle in my possession so the response saying they didn't ask me to rent a car is absurd. I am a full-time employee and student who needs a vehicle in order to get around. All ***** had was excuses every time I called. Those screenshots were of phone calls I made to her. I have my phone records showing ALL of the outgoing calls to her number and her brother's number. There was always some type of excuse. When they had my vehicle in their possession they never called me and let me know it was ready. They were communicating with my aunt about MY VEHICLE. When I dropped it bak off to them in August, as I stated it was only after my husband voiced his displeasure the second time around is when they became disgruntled towards us saying that they have 60 plus vehicles, they didn't need my business and to come pick up my vehicle after having it for over 2 and 1/2 weeks. Over that time period they never even looked at my vehicle to do a diagnostic. It was sitting all the way in the back of their establishment BY THE DUMPSTER covered in dust. 
  
  
  Sincerely,
  
  
  *******************

  Business response

  09/19/2023

  To start with , ************ is sending car rental fees of a different date than this last visit to F&M Automotive Repair . Her visit she was upset about was waiting 2 weeks in line which happened months ago and ************ had no complaint then. She chose to use our services again in August,and because in this visit , her husband was upset after 2 weeks now she wants to bring up car rental fees from months ago which do not pertain to this visit,apart from the fact that she chose to ride in a rental, in order to leave her car  no one forced her to. Again I would like to reiterate  , no customer is forced to wait their turn at our shop , we work by drop off only , if ************ was customer #** , that would be her order in line . its like going to a restaurant that is packed and has people already in line waiting for a spot and expecting to be seated first. Any customer has the choice to pick up their vehicle and take it somewhere else , which she failed to do so. Each vehicle being worked on takes time specially we were short staffed (screen shot of communication of this to customer , prior to her dropping it off she was well aware)  due to various family emergencies that required travel one to a different state, and another to a different country. If I was a disappointed customer about the wait, specially after ************ had been here before in May and knew the wait time , back in may there was no problem about the wait, never discussed her car rental , etc. Knowingly,she chose to drop off her vehicle to our shop. Because her husband was rude,disrespectful , and making threats, as a business we have the right to ask for them to take her vehicle elsewhere. ************* threatened to leave her vehicle unattended at our shop purposefully after we asked for it to be picked up.************ Repair NEVER offers any type of car rental , nor reimbursement during any repair it is the customers responsibility and sole obligation to pay for her own choice of getting a car rental. I would like to emphasize that from may (first drop off) after even vehicle was picked up in June , ************ never complained about her car rental. In august when the vehicle was picked up, her husband was very disrespectful and making threats , F&M automotive repair was forced to call the police to ensure they werent ever allowed in our property. Because of this, they chose to bring up an old car rental and file this fraudulent report. Any ubers, public transportations ,or car rentals are never a shops responsibility to pay for , Customer made that choice on her own for her own comfort. I will attach previous response here as well. Thank you for your time.
  Prior to the vehicle being dropped off, the shop advised customer we were a mechanic short out of 3 total.(screenshot shows) The customer was also aware of our turnaround time being that she was here before this drop off. Last visit we repaired a wiring short that made all windows inoperable, turnaround time was a few weeks, so she was aware of us being high volume. All of our customers have a right to choose to take their vehicle elsewhere, but because of our prices and us helping out with diagnostic fees, each individual customer chooses to still drop off the car at our shop. (She did not have to leave it, could have easily picked it up and went elsewhere if this was the issue). Upon dropping off a vehicle, our parking is full as the image attached shows. Half of the cars being serviced are for huge jobs such as transmissions,engines, timing kits , electrical issues that could take days or weeks depending on parts availability and labor time on each job , our parking lot is never empty , customer did not have to continue to work with us if it was an inconvenience to her. Shop was missing a mechanic, and on top of that shop owner had to travel for a family emergency (screenshot shows spirit email confirmation) . Shop never advised to rent a car, her husband had mentioned he was letting her use his.  On August 30th,2023 vehicle owners husband called and spoke to *****. During the conversation , customer expressed he was upset of his wife using his car and also said we were unprofessional and dont know what we are doing and that we cant fix it.He also said I never spoke to his wife on the phone. Shop offered to show him record of the calls so he sees this was not the case. Shop explained to him that since they dont think we are a good auto repair shop , we advise they get the repair and diagnostic at a different shop or the dealer. After the husband was being rude and yelling on the phone, the shop asked husband and also the owner of vehicle to pick up their car. ************* told the shop just for that,I wont pick up the car , F&M explained to customer if a vehicle isnt authorized to park in our lot they will be sent a letter requesting vehicle to be picked up or storage fees will be applied, apart from being removed from premises if they continued to leave it. Customer then accused shop of harassment only because we requested for them to pick up the vehicle. Shortly after shop sent capture of tracking of the certified mail, ************* and her husband showed up. Shop was printing a release form while the husband started making threats saying we can meet him across the street, and he works for a radio company, we wont be in business long because of the threat, ************ repair called the police to make a report of it. Prior to reading this report F&M was never aware of any car rental from the first visit, the customer did not have to continue to bring the car again if she wasnt satisfied with our wait time. Customer never complained to us about having a car rental or reimbursing any type of rental fees which only occurred months ago from a different repair in May based on her invoice , now she is barely bringing it up. ************ repair isnt responsible for such fees, they were a choice from customer , shop did not promise anything to the customer , as she could have simply took it elsewhere but didnt. 

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