ComplaintsforJ & R Car & Truck Center, LLC

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first took my 2005 ************ to J & R Car and Truck Center the first part of June, 2022, as it stalled, wouldn't shift gears, and the Check Engine light came on. I was told it needed a new valve and was told it could cost around $*** to replace. I told the parts man that I wanted it fixed. I called the next week and was told they might be able to fix the issue with an additive and after waiting over a half hour was told it was safe to drive. It was not! After a harrowing trip to a nearby town, I called J & R to let them know I was unhappy and discovered they hadn't even ordered the parts to fix my car yet! The man in charge of the parts department assured me he would order them immediately. I checked back the middle of July and was told 2 parts had arrived but not the main valve. I checked again on August 3, 2022, and still no main valve. In the meantime, my son tried ordering the necessary valve was told it would be mailed then the company canceled the order. In mid-September, I had a call from Brad **** at J & R saying he had located an available valve and the dealer agreed to send it right away. I was out of town a few days but checked after I returned on September 19th, and I was told the valve had arrived. I was finally given an appointment for October 10, 2022, to have my car repaired. On October 10, I took my car in at 8 a.m. and at 5 p.m. I called to see if the repairs had been completed. It was then that Brad informed me that when he opened the box that contained the valve that he found that the gaskets necessary for installation were not in the box so they could not make the repairs. I don't know if he actually ordered the gaskets or just assumed they would be included in the same box as the valve but why wouldn't he or someone in the parts department at least check the order rather than wait three weeks until the morning the repairs were to be completed? It's been 5 months & I've had nothing but delays and excuses. My patience has worn thin.

  Business response

  12/13/2022

  Business Response /* (1000, 8, 2022/11/18) */ Contact Name and Title: Brad **** Contact Phone: ********** Contact Email: ****************** we got the car in the first time, checked it out and it has a valve in the valve body that is sticking sometimes, we told her it would probably take a valve body in the transmission, we told her about what it could cost, she said to go ahead and fix it, we talked it over and thought maybe we could change the oil and put an additive in the transmission to try to free up the valve, that didn't work so we ordered the part from ************** only to find out the part was on backorder with no scheduled ship date, we told the customer that it was on backorder and may take a while to get it , we told her we could call around to other dealers to see if we could get one from another dealer. We told her that and she said no to cancel the part and her son could get one and fix it, so we canceled the part, only to have her come back in and say he couldn't get the part to go ahead and get the part, so we ordered the part again, most of the time the valve body spacer plate gasket comes with the valve body, when we got the part from the other dealer and got the car in , opened the package, it didn't have the gasket, so rather then take it apart and find out we needed the spacer plate gasket, we gave her the car back to drive till we got the gasket, we received the spacer plate gasket on Nov 10th and have an appointment set up for Dec 6th at 8:00, if she still wants us to fix it. Thanks Brad

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