ComplaintsforNeal Automotive, Inc.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Neals automotive quoated a exhaust manifold replacement at $1300 to $1500 with a chance of an extra 4 hours labor depending chance of breaking parts and a turn over of a cuppleweeks. They had the vehicle for over three months broke the head on the engine and replaced it charging an extra $1400 that was not discussed with me on price. At the end they charged almost dubble the quoted amount without disclosuring any price changes till i picked the truck up to find out he charged for the things he felt i needed done and would pay for without a single word of something costing more

  Business response

  10/29/2021

  The customer brought in his **** pickup truck for an exhaust manifold.  When able to see the condition of the engine and the fused bolts which had to be removed, the customer was invited into the shop to see the situation for himself.  Discussion ensued about what moving forward would entail and the likelihood of the cylinder head being damaged removing the bolts.  The customer was given the option to stop or go forward, knowing it would increase costs and that we did not have specific amount due to cost of head repair.  He chose to go forward.  The cylinder head had to be taken to a machine shop for repair which took 6 weeks.  The truck was then worked into the rotation for repair.   The customer visited the shop often, following any hold time or progress.  Above the original estimate for the exhaust manifold, the remanufacturing of the cylinder head was $599.00 with and additional 9.5 hours shop labor charged for installation and gasket plus additional parts.  While only charged **** total shop hours for labor, total actual time was more than three times that amount.  There will be no refund.

  Customer response

  10/29/2021

  Business doesbt want to except any responsibility as normal. I was never offered the choice to stop or ever once told i would have to spend more money on anything. The head cracked while working on the owner then took it apon himself to start removing the head and proceeded to call me telling me he cracked the head and was in the middle of removing it again without saying i had the option to stop and pay what was owed at that time. Had i been told i could do that i would have sense it had already been 2 months sense i dropped it off up to that point truck had only been touched 3 times. Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************
  

  Business response

  11/12/2021

  It is unfortunate that the customer fails to remember and recognize the many steps taken to overcome the problems with his vehicle due to its condition and age.  He was invited back into the shop to see the issues we were having with trying to extract broken exhaust studs.  Six of the 10 were broken.   At that time, he was given the option to continue on or pay me for the time I had spent and take it elsewhere.  He chose to let us continue with the repair.
  While we have a very positive reputation and rating in our customer service, we acknowledge we will not be able to satisfy this customer.  His desire for a refund, again since he was charged significantly reduced labor hours and parts prices for all the repairs done, is not reasonable or acceptable to us.

  Attached is a photo of the condition of the original bolts compared to a replacement bolt.

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