ComplaintsforMusson Patout Automotive Group, Inc.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Truck was brought in on 2/13/24 for a coolant leak. They pressure tested the system and found leaks coming from radiator hose, tee and water pump. They replaced the coolant pump, upper radiator hose, tee and O-ring thermostat housing gasket for $857.78 (see attached receipt). Got the truck back after 3 days. It's still leaking coolant so I brought it back to Musson Patout on 5/13/24 to have them check it again. Now they say, it's the coolant reservoir that's leaking and want to charge me $560. I either want a refund for $857.78 or fix it at no charge.

  

  Business response

  05/16/2024

  TO WHOM IT MAY CONCERN, MR. PILLARO'S VEHICLE WAS IN MY SHOP FOR REPAIRS ON 02/13/24 FOR A COOLANT LEAK CONCERN. VEHICLE WAS DIAGNOSED  AND PRESSURE TESTED TO CONFIRM WHAT COMPONENT WAS LEAKING COOLANT. THE TECH FINDINGS WERE WATER PUMP AND UPPER RADIATOR HOSES LEAKING COOLANT ONTO DRIVE BELTS. CUSTOMER WAS QUOTED A ESTIMATE FOR REPAIRS, CUSTOMER APPROVED REPAIRS TO REPLACE WATER PUMP AND HOSES, ALSO WE REPLACED THE THERMOSTAT AND T CONNECTOR WITH ALL GASKETS NEEDED TO COMPLETE THIS REPAIR. SYSTEM WAS PRESSURE TESTED AFTER REPAIRS WERE COMPLETE TO CONFIRM NO ADDITIONAL LEAKS. THE COOLING SYSTEM HELD PRESSURE WITH NO LEAKS. TEST DROVE VEHICLE AFTER REPAIRS WERE PERFORMED, VEHICLE WAS OPERATING AS DESIGNED WITH NO COOLANT LEAKS. tHE CUSTOMER RETURNED ON 5/13/24, CUSTOMER COMPLAINT WAS A COOLANT LEAK. THE TECHNICIAN PRESSURE TESTED SYSTEM AMD FOUND COOLANT RESOVOIR LEAKING, CUSTOMER WAS QUOTED TO REPLACE COOLANT RESOVOIR AND DECLINED REPAIR. TOTAL REPAIR ESTIMATE WAS $600.00, WITH A 100.00 DISCOUNT, TOTAL WAS 552.25 WITH TAX

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband's truck began running badly and the vehicle was towed to the shop on Monday July 10th, 2023. He was called on 7/11 to let him know it needed a valve job and repair/replacement of cam shaft; labor would take 36 hours, one part would take time to find, and overall cost estimate was $9800 for the work. We had asked ** for assistance since this is a known problem with some of the ********* and ** trucks. ** agreed to pay $3000 toward the costs. Our ** Liasion called last week to let us know the dealer was still awaiting the part and that the work could not begin until Monday anyway as the mechanic who performs these jobs was on vacation. We were called Monday @ 11 a.m. letting us know that the truck was ready and costs were $6800 for us. My husband spoke to them and they only did the valve repair and we became concerned because another ********* mechanic elsewhere was telling us the cost were too high. My husband met with the Service Manager who told him he had accepted the initial quote. When asked why he was being charged the same as the valve repair and cam shaft job when only the valve job was done, he did not seem to understand that this was charging for work/hours not performed. After showing my husband the 36 hours is the allotted time in their work planning system, my husband pointed out to him it was 36 hours for the valve/cam shaft job shown on the screen. We know it took about 20 hours if the mechanic worked on it Monday, Tuesday and until around 11 on Wednesday. When my husband told him it was fraud and not legal to charge for hours/work not performed, he agreed to discount $1000 which is about 5 hours labor. We paid the $5800+ so my husband could get the truck back. We want additional refund as we still payed above what the job would have cost us elsewhere and did not get the benefit of the $1500 ** paid for parts and still paid several hours more for labor. Bill should have been redone for the actual job done.

  Customer response

  07/28/2023

    The final invoices after they agreed to take $1000 off is the only thing we have. 

   

  Details as below:

   

  Truck brought to shop 7/10 late that day.  Diagnostics on 7/11 showed valve issue and they said they may need to change or repair cam shaft. The price given for valve and cam shaft work verbally was $9886.  Quote included projected 36 hours of labor.

   

  We asked ** to help as this is an issue known with some ** trucks including the year of my husbands (2018).  Our rep. ****** and the dealer submitted paperwork and ** was providing $3000 to cover parts and some of repair costs.

   

  Mechanic was on vacation as ****** notified us when she followed up and they hoped the last part needed would be in by his return on Monday, July 24^th. 

   

  We would notified at 11 a.m. on 7/26/23 that vehicle was ready and that costs were $6886 for us after ** Assistance and that only the valve job was necessary.  A service manager we know in another area said this is ridiculously high for the valve job.  Also if they credited the $3000 from ** then they charged the cost of the valve and cam shaft though they only did a valve job as the invoice shows.

   

  My husband met with the Service Manager who insisted that since we had accepted the original quote (for valve and cam shaft work) that was what they were billing. They said the ** amount was applied to that. He showed him in the work management system that 36 hours are allotted but my husband pointed out to him that what he pulled up clearly said valve repair and repair or replacement of cam shaft which is major work.  After being told they should not bill for hours or work not done (which he did not seem to understand), and further discussion he agreed to take off $1000.  We needed the truck so paid it but feel this is still too much.  I don’t know how we could have gotten an honest bill from them.

   

  Questions:  Is this the true bill but they did not apply the ** allowance (and pocketed it)?  We question as we paid the parts and ** was to do that.  Or did they charge for labor hours not done as he apparently defended the 36 hours and applied the ** allowance to that.  We have had two mechanics, one of which is a ********* mechanic, say no matter how you look at this, the job was overcharged; even without the ** allowance which is not acknowledged anywhere.

   

  We have asked ** to look into this too so they can be aware of the practices at the dealership which is independently owned we are told but is a registered ** dealership and service department. 

   

  We paid it but it seems unfair.  I have two 30 year old sons that would not even know to question something like this.  My husband is retired so fixed income.  I as a woman would  not know if someone was being dishonest on my own.  I am fighting this to protect any one else that would be affected by dishonest, unethical billing practices.  In healthcare this is Fraud and would result in fines, jail and exclusion from participating in any Medicare or Medicaid programs.  We have been long term service customers their as we have bought a total of 13 ** vehicles in our life time.  I cannot tell you how disappointed I am.  If someone else would have told me this story, I don’t think I would have believed it. 

   

  I am submitting from my work email to type all of this from my desktop but please send emails to my personal email at ***********************  Thank you.

   

  Catherine *********

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

  

  Business response

  08/09/2023

  Good Morning

   In regards to a 2018 ********* Silverado **** **************** * that was Brought in on July 10th @ 68664 miles, We informed the customer of the warranty status and the expiration @ 60,000 miles. we also had gave him a worse case scenario price to repair the lifters and camshaft on this unit, to make the check engine light go off. The original estimate quote Not torn down was $9800 to replace and repair. At that time Mr. Jimmy had gave us the approval to continue with repair Because the failure being just out of warranty Mr. Jimmy had called **** ****** and asked for assistance with the repair. We received information that **** would participate in the repair $3000 but to make sure the customer was aware of their participation if they were paying the bill. The service advisor called Mr. Jimmy and told him that instead of $9800 dollars for the repair his portion would be decreased down to $6800 and both parties agreed because it was a savings of $3000. After tear down of the engine and a complete inspection it was determined that the cam shaft was not damaged so we replaced the lifters and completed the repair. Musson Patout had discounted the dollar amount that The factory had offered $3000 but Mr. Jimmy came to the service managers office and stated that he felt like that was still a unfair price. i had ask Mr Jimmy what he felt was a fair price and him and i agreed to remove another $1000 of his bill for a total discount from the original price $4000.

  I am really sorry that we have lost this long term customer that i was trying to salvage a good working relationship with for a number of years because he thinks we were being dishonest.

  He seemed very happy when he picked his vehicle up and told me he would remain being our customer here at Musson Patout, for the extended effort.

  Customer response

  08/11/2023

  
  Complaint: 20387646
  
  I am rejecting this response because:  In the submission from the business they admit that the original quote was for worse case scenario of valve(s) job and replacement and repair of cam shaft.  He admits that they did not do that as it was not required.  It is dishonest to charge us and ** for work not done.  I also disagree with some of his statements:  the engine was not torn down to find only valve 7 was damaged (this is exaggerated trying to support his high charges), he gave us a $1000 off of the $6886 he wanted my husband to pay only after my husband confronted him letting him know we knew a valve job alone was around $5000, and my husband while glad to finally get his truck back was not happy with the outrageous billing practice and did not tell him we would remain customers.  My husband said Bojack said he hoped we would remain customers and even had the nerve to say he hoped we would still give him "a good review" after being overcharged.  The $3000 ** was giving to help us was pocketed by the dealership as it went toward charges for work he admits they did not do.  Unfortunately, we saw no real benefit from **** help as again it went toward charges for work not done.  The actual job done should have been resubmitted to ** who may have allotted a lower amount but that amount taken off the true bill for the work should have seen us paying much less than what we did.  We still paid the parts (not ** as they were hoping to cover) and as much or more labor than was done.  Does this man actually want to sit in front of a mediator or a judge telling them he charged worse case scenario price for a lesser, simpler job even though the "worse case job" was not needed.  I have printed out his response because it provides the evidence supporting our complaint.   Thank you for any help you can provide.  My husband who is now retired and I are hard working, honest people and do not appreciate dishonesty or lack of integrity.
  
  Sincerely,
  
  Catherine *********

  

  Business response

  08/29/2023

  I do see where this customer feels as if they had been over charged, but in no way they were over charged. We at Musson Patout have been in business for over 75years and take pride in working with customers in customer satisfaction and fairness. the dealership did not receive any warranty money from the manufacture, we actually discounted the repair to please the customer (Jimmy) the husband. When the vehicle first came in we had given the first repair estimate to replace camshaft and all of the valve lifters. that estimate was just under $10, 000 dollars and Mr. *********  agreed to that price and said please proceed . The labor time to replace camshaft and all valve lifters is 29.9 labor hours, and the parts were close to $2600. because the vehicle was beyond the warranty limits the customer was quoted full price. Customer called back and ask for assistance for being the original owner and a long time ** customer. service manager ran a policy evaluation tool and showed the customer where we could discount his total bill down to $6800 dollars. When the customer came to pick the vehicle up the customer spoke with the service manager again about what he could have got the repair done at another shop for less money. the service manager ask Mr. Jimmy what do you feel is a fair price for the repair and both agreed to reduce the total another $1000  down to ($5800)  

  I really felt this was a huge savings to the customer with all the discounts and the customer even told the service manager that he would remain being a loyal customer here at the dealership. I feel that i have failed in the explanation of the repairs and the understanding between both parties if the customer still thinks that our dealership is dis-honest and doesn't have Integrity.

  I would be more than happy to explain to Mrs. ********* the repairs and the cost if she still does not understand 

  BoJack ****** 

  Service Manager Musson Patout Automotve

  Customer response

  08/30/2023

  
  Complaint: 20387646
  
  I am rejecting this response because: I do understand the charges as he previously explained that they still charged for the worse case work and did a lesser job.  I do not want him to call me.  I am not an idiot but he is a thief. I will only speak to the owner as it is unbelievable this man did this to any customer, much less a long term customer.
  
  Sincerely,
  
  Catherine *********

  Customer response

  08/30/2023

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID 20387646.  I do not want to pay anything more to address this.  I had hoped they would at least offer some further refund.  I am very disappointed in this business's ethics.  I am sure he will be happy because he gets to keep the illegitimate funds they received.  This is a sorry world.  God help us all!

  Sincerely,

  Catherine *********

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/01/21 I bought my vehicle in cause it was running rough. The manufacturer sent a letter of this defect and said it fell under the recall policy. This mechanic charged an outrageous price for labor, and claimed it was due to a bad injector and a nox sensor. I was charged $559.15 for nothing. Then was told it would cost and additional $614.96. for more parts and labor. I bought my vehicle to another certified dealer. This deal checked my vehicle and said no plug was changed and the problem was the fuel line needed flushing and the coolant jug need to be replaced. Musson Patout is a rip off. The mechanic charge labor on my vehicle while he checked air and under the hood and talked to his friend for almost an hour, but labor was charged to me. I DO NOT Recommend ANYONE BUY A VEHICLE FROM THERE OR BRING YOUR VEHICLE THERE FOR REPAIRS. GO TO Lafayette. THEY ARE HONEST AND THEY WILL SHOW YOU THE COMPUTER,WHEREAS MUSSON DONT WANT YOU TO SEE THE Computer SO THEY CAN MAKE UP ALL SORTS OF PROBLEMS AND CHARGE FOR DOING NOTHING OR JUST CLEAR THE PROBLEM AND HAVE YO7 COME BACK TO CHARGE MORE. ITS A SCAM THE ARE RUNNING.

  

  Business response

  01/04/2022

  Business submitted a faxed response. Please use the online complaint system to review this information.
  See Attachment/File: Musson Patout ******** Bus Response.pdf

  Customer response

  01/05/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Mr. ****** response is very evasive in nature. Yes, I went to Musson Patout for a warranty job and in mere minutes the job was performed. Upon the return of my truck is where the problem began.
  
  The truck engine light was still on and drew concern. I asked Mr. ****** to define what the problem was. He called the mechanic upfront. Upon his arrival the mechanic said I needed an injector cause the truck was showing a misfire.
  
  I agreed for the work to be done, and I paid the ridiculous price. The mechanics labor is 4x what the price of the part cost.
  À second opinion was sought from a GMC dealership on Johnson St in Lafayette, revealed a scam of sorts.
  A diagnostic program was ran on my truck to determine what could have caused the problem with my truck. It was revealed:
  The glow plug system showed fault (and had been corrected)
  Fuel system needed flushing
  Coolant reservoir needed replacing (due to a sensor embedded at the bottom that could not be replaced).
  
  When asked about a number 8 misfire, or a nox sensor, the Lafayette mechanic began to laugh and called another mechanic over. I was asked to repeat what Musson Patout mechanic had td me. I did.
  They bought me over to their diagnostic program reader where they explained: "we have nothing to hide nor no reason to mislead our customers. We are upfront and honest.
  They further explained, with this machine when can look into your vehicle's computer and see every code that has been thrown (I was able to look at all the codes). I was shown the glow plug code, the fuel flushing code and the coolant code. There was no code for a "nox" sensor.
  It can be clearly seen on the sheet where Mr. ******, and his mechanic said those defects were with my vehicle, printed it, and to attempt to excite my decision, offered a discounted price to change a nox sensor. In all, it was a scam.
  It begs the question, how much of the first "repair", if there ever was repairs ever were true?
  Hence my decision of a partial refund.
  ***** ********
  *** ********
  

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