ComplaintsforHadley Auto Express

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early March of this year my 2002 ford 350 began to only start intermittently. I brought it to Auto express on Russell st in Hadley Ma. They assessed the situation and deemed the problem to be a bad battery and replaced it. My brakes were also in need of attention so I had them replace the brake lines. The next day I shut my truck off only to not be able to restart it. Two days later I brought back to auto express. They now assessed the problem to be the alternator. They replaced the alternator and I took it home only to have it not restart outside of a bank on amity street in Amherst. I had it towed back to auto express in hadley where now they now assured me that the starter needed to be replaced and that they put a new one in and the problem was solved. I had a new starter put in by a reputable mechanic within the last six months.I then brought my truck to Kenney auto in greenfield Ma and after an hour they deemed the problem to be bad battery terminals. They insisted that should have been the first place any mechanic checks. I spent $1000, had a battery, alternator and attempted replacement of a starter unnecessarily. This type of predatory behavior should not be tolerated

  Business response

  05/02/2022

  Business Response /* (1000, 14, 2022/04/21) */ The customer contacted us on a Thursday morning inquiring if we would be able to fix an issue with the brake system on an early 2000s model Ford truck they intended to use for plowing the following day (a snowstorm was expected that night for which we would be closed the following day). They mentioned the truck had been sitting for an extended period of time unused, outside. The customer stated their was an issue with the brake system (he suspected a brake line was leaking fluid and need to be changed) but that they also wanted the battery to be replaced to amend a starting issue. I informed them we would run an electrical diagnostic as it may be more involved than a starting issue to which they replied they were sure it is just the battery and would like it replaced and that there would be no need to check the alternator or starter. They also stated they would like us to check the functionality and operation of their lights in the rear of the vehicle (brake lights, reverse lights plate lights) stating that there was an issue they believed to be the brake light switch. It was specifically conveyed to the customer that our vehicle lifts are designed for passenger and light trucks and that the maximum load is 10,000 lbs. That we would be able to perform lift-required work on a F250 or smaller truck but not an F350 as it exceeds the maximum load to which he replied would not be a problem as his vehicle is an F250. As such, their vehicle, a Ford F-250, which has a weight rating of just under the aforementioned load limit would need to have its plow removed and this was conveyed to the customer. The customer stated he was a first time customer and that this vehicle hadn't been serviced at our shop before. He mentioned that the only reason he wanted to fix it was to use for work the following day for the storm to plow and would only be interested in having repairs carried out if they coud be done the same day. He was informed the depth and complexity of the job, as determined after we had seen the vehicle would determine the feasibility of turning the vehicle around within the desired timeframe. We informed him that our electrical specialist would be out for another week or so but that if it were something simple and straight forward like a brake-light switch it shouldn't be a problem. He said he would be satisfied if he could have the brake issue amended and the battery replaced so as to plow as it would be during the day and the lights he could take care of another time. The customer was also informed that repairing his truck in the same day was unlikely given the circumstances but that IF there were a chance of this it would depend on how soon he could bring his vehicle in as we were already booked for the day and had been booked for over a week out. It was also conveyed that we would first have to diagnose the vehicle and see what parts it needs before determining how soon we could have it fixed. Given the coming storm our supplier had closed early and ceased deliveries. In addition to this many parts are not as readily available as they were prior to the Covid-19 pandemic. The customer again asked if it was at all possible and again was reminded that it would be hard to turn it around in the remaining 5 hours of the day but that we could only make that determination after seeing the vehicle. But that we would indeed try our best. After diagnosing the brake system the technician noted multiple brake lines that were leaking. They also noted a battery terminal was corroded/rusted out. I called the customer to inform them what the diagnose revealed and the respective costs associated with the necessary repairs and that parts were in fact available the same day for the repair to be carried out as he had hoped for. They said they expected the brake line repair to be significantly cheaper and they could have a relative carry out the repairs, that they would be in shortly to pick up the truck and asked if there was any charge for diagnostics to which we replied there wasn't. When they arrived to pick up the vehicle, as a courtesy we brought them inside to show them the multiple brake lines that needed to be fixed as they initially thought there was only 1 to repair/replace so as to help them and their relative and provide value for a first time customer who was in a time crunch. After seeing the nature of the job and us confirming that parts were in fact available he asked us to go ahead and do the repair and that he would be in later that night to pick up the vehicle. As our parts supplier had ceased deliveries we sent out a technician to deliver the parts. Upon inspection however the technician working on the vehicle found the parts to be incorrect. The reason for this being that the truck was in fact a ford F-350. Someone had replaced all the badges that say F-350 with F-250 badges. Why anyone would do this remains a mystery. So yet again we sent our driver out to return the old parts and obtain the correct parts for the F-350 which mind you, we stated is not a vehicle we work on due to the damage it can cause our lifts. In any case the brake lines were replaced and the brake system bled to remove any air from the lines as is standard for such a repair. The battery was also replaced in addition to the battery terminal that had been corroded and falling apart. Our technician stayed late to complete this job. Our service advisor also stayed late so that the customer could pick up the vehicle after closing hours as they said they would be unable to arrive before close. Upon picking up his vehicle he was informed that the vehicle had persisting electrical issues beyond just a simple brake light switch and that they may cause a parasitic draw. One of these issues was the interior dome light not shutting off when then vehicle is off and the doors closed- due to the amount of rust and aftermarket wiring the customer was encouraged to return when our electrical specialist was in to have it checked. The following day, Friday, we were closed due to the storm. On saturday the customer returned and upon entering the lobby began shouting. Two customers who had been waiting for their vehicles in the lobby kindly asked the customer to calm down and that a service advisor had just gone to check on their vehicle and would return shortly to recieve him. He responded to this customer and another by using curse words and shouting at them, even going so far as to criticize their body weight. When the service advisor arrived he began shouting at him and unbenknownst to any of our crew one of the customers had called the police. By the time the police of Hadley, MA 01035 arrived he had left and called us to complain that people are too sensitive and should not have called the police to which we informed him we a customer called and not an employee. As it turns out his truck needed the alternator to be replaced as it wasn't presenting the correct amperage. He OK'd the job to have it replaced and was again encouraged to be mindful of a persisting electrical issue that prevented the brake lights from working in addition to draining the battery and that our electrical specialist would be in later as he does not work on weekends. The third time he brought the truck in we diagnosed the starter and he asked us to replace it but later said the starter was replaced elsewhere and would take it there to be warrantied. As such our technician re installed the old starter and there was no charge for this. The customer states it was bad battery terminals. This was amended his first visit it is on the receipt. Our staff made every effort to accommodate the customer despite the circumstances and even persisted in being patient with him when he was being belligerent. Irregardless, it was fellow customers who called the police on him. The responding Police officer is of the local township, Hadley, MA 01035. For further information please feel free to reach out to any of our staff or the Hadley Police Department.

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