ComplaintsforGazaway Auto & Tire

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Teresa's 2000 Chevy Silverado 1500 was dying on the interstate and stop signs without any warning. It had a coolant and oil leak that needed repair. She had bought (2) jugs of antifreeze, an ignition module, a distributor cap, rotor, crank sensor, and all 5 hoses. The person ****** usually used was going to put these on, but was having heart problems and wouldn't be able to do it. ****** then called Gazaway and they said they could work on her truck and that it was not safe for her to drive. They said for $65.00 they could do a diagnostic test and it would save her time and money. It would tell them what needed to be fixed. She said yes of course lets do this. Gazaway had her truck for (7) days. On 9/17/2021, a Friday ****** paid them $1040.62. On 9/18/2021 she headed to Illinois on the interstate and down to Cape Girardeau. On the way home from Cape Girardeau Sunday, 9/19/2021, on the way home from Cape it died right after getting on Hwy 55 and couldn't the truck started. She had to have it towed from Cape to her house in Hillsboro, MO. It cost her $300.00. ****** called, texted, and emailed for weeks and she never got a return call or any response. They never had test drove the truck before or after it was supposedly fixed. ****** then had to have it towed to McCain's I-55 Auto Center. They put on the distributor cap, rotor and Ignition module for a total cost of $329.33. It turned out that Gazaway had put on a lower radiator hose, which she already had and charged $153.65. They didn't use the antifreeze she already had. They supposedly replaced the Intake manifold gasket, for $487.94 labor and $65.85 for the part. It still totally leaks! They also replaced the Mass airflow sensor for $175.79 labor, $32.93. which probably wasn't even needed. She wants her money back. ($1040.62) They didn't even come close to fixing her truck from dying. The manifold gasket they put on leaks worst than how it was when it was brought in. They couldn't even respect her enough to return her calls, texts, or emails

  Business response

  03/23/2022

  *******

   

         I am VERY sorry to hear about the issues you had with the truck after it left here. I went over your repair order from when the truck was in here. After reading your concerns and then going over the repair order, it appears that we addressed the issues we found at the time. Every vehicle that is repaired here is test driven to verify repairs. If you are going by the "in" and "out" mileage that is on your invoice, I do not require the technicians to document out miles. As far as the truck stalling after being driven not only by my tech, but you having driven it as far as you are saying you drove before you had any issues, tells me that there was an intermittent issue that simply did not happen while it was here. Therefore, we had no reason to suspect further issues. If it was still running bad after the repairs we made, we DEFINATELY would not have returned it to you and told you it was fixed. So I am sorry that there was the second issue that didn't occur while we had it here. But that is just unfortunate timing, not lack of the tech's skill or concern. As far as us not using the coolant you had in the truck, I'm not sure what happened there. It may have not been the proper coolant for the vehicle (we only use what is recommended by the factory. We do not use "universal" fluids), or maybe we were only instructed to use the hose you had. It is not uncommon for people to have extra fluids in their vehicles for emergencies. As far as the labor pricing goes, all repairs are authorized by the customer before any work is done. We go by the same labor guides as many other shops. That is where labor pricing comes from so shops can stay competitive. If the repair was more than you wanted to spend, it should have been settled when the estimate was given. As far as any coolant leaks you are still having from the intake gasket, hose, or anything else we replaced, our work is guaranteed for twelve months. If there is ANY issue with our repairs, I would love to make it right. If you will just call or come in, I will personally check over your truck and make any necessary repairs to the things we addressed when the truck was here. The most concerning part for me is you not being able to contact us. I personally go through emails every morning, and I never saw anything regarding this issue. So unless it went to spam for some reason, I never got an email. As far as phone calls, we are in the same situation that many businesses are in right now. We are very short handed on employees. I keep up with the phone the best I can, but sometimes I just cannot answer a call. If this happens, a message must be left to get a return call. If you did leave a message and did not get a return call for some reason, I apologize. But I don't see how you tried to contact us fifty times with no response. Regardless, I hope this clears up the issue you had after you picked your truck up from us. And I very much want to make sure your coolant leak issues are solved. I am aware that repairs are expensive, and that a perfect repair is the only option. That is why we have been here for over seventeen years. Please come to the shop or call (leave a message if I cannot answer) so I can personally take care of any issues you had with the repairs made here. Thank you.

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