ComplaintsforOverley Automotive

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an engine put in last year where the shop put on a water pump. The pump leaked causing my truck to over heat. Went to the shop but they could not look at my truck that day and could not put a pump on for another week. I took my truck to a shop down the road where they found documented and took pictures where Overley did not prep the area before putting on the seal causing it to leak. I went to overley since it was negligence on their part not prepping the area and was told he would not make this right because I did not leave it at his shop. I could not be without a vehicle for a week. I understand if a part goes bad but this was an installation problem not a bad part. All I want is for them to pay for the parts and labor it took to fix which was just over $618.

  

  Business response

  06/25/2024

  **** ****** came in 6/18/24 stating his truck's hot light had came on. We installed an engine in his truck on 10/20/22 at 124,381 miles, and it comes with a 3 year / 100K mile warranty through ****** *******. I told him we were very busy but we could look at it the next day. We would diagnose it and let him know if it was a covered repair. That did not suit him. He could not leave it and left saying he would take it someplace else.

  Later that day ** *****r called saying it was a water pump leaking. I again told him to bring it in so we could diagnose it ourselves. He had apparently called ******. They told him we had to be the one to make a claim. He asked us a time frame on the repair. I told him it could be a few days before we finish the repairs. He again said he could not be without his truck. I apologized and we hung up the phone. 

  The next thing I heard from ** *****r was the other shop said the leak was due to poor installation with the water pump gasket. They said the gasket was leaking and they repaired it. I then reminded him that his invoice reads "warranty must be performed in our shop" and that he now voided his warranty. After the repair, he sent pictures of the "faulty repair". These pictures show a leak stain in the area of the water pump but could’ve been caused by a defective gasket or water pump. Either way, I would have covered it under warranty if he let us diagnose it.

  On 6/24/24, ** *****r came by with the invoice from the other shop expecting me to reimburse him. I again explained how our warranty works and that we (and most other shops) do not give refunds for another shop's repairs. Also on the other shop's invoice, they charged for a water pump. Why did they replace the water pump if only the gasket was leaking?
  I feel *** ******** impatience caused this issue. If he left his truck the day he had problems, he would have gotten it back within 2-3 days and it would’ve been free. At this point there is nothing I can do for him.

  **** *******
  

  
  

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: his statement is not 100% true he said he would look at the truck the next day that is true but in the same sentence he said he probably would not be able to fix it until next week. I could not go a week with out a vehicle. The second time I talked to him that day he did not say bring it by because I only asked if it had a warranty and he said it did not. That is when I asked the other company to do job. The pump was replaced because it ran hot and could have caused unforseen damage. The root of this issue is his teams negligence on install not a bad part but pure negligence of his his team. I am not asking for my time off or rental car just the parts in labor from the incorrect install which is their fault. 
  
  Sincerely,
  
  ******** ******

  

  Business response

  07/09/2024

  I did not tell *** ****** that he did not have a warranty on the parts.  I told him I would have to contact ****** to see what the warranty is because that warranty goes through them and not our shop.  Upon talking to ******, I found out that part only had a 1 year warranty.  So technically the warranty on these parts was up before this incident ever occurred. Also, as previously stated, my invoice states very clearly on it "Warranty is NOT transferable. Warranty must be performed in our shop."

  I apologize that he may have had to be without a car for a few days to diagnose/repair his vehicle, but I also have other paying customer who had appointments that I can not just push to the side, as I would not have pushed him to the side once we got his vehicle in and started working on it.

  **** *******

  Overley Automotive

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