ComplaintsforKMC Mechanical Repair, LLC

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I only agreed to $155 diagnostic charge. They diagnosed a problem that I thought could not be the problem because I just replaced that part. They wanted to sell me that part but I told them mine was under warranty and I did not think that would be the problem. I figured they would plug the new computer in and it would not work and we would still be in the diagnostic phase. Low and behold it did work. Yay! They are now working to charge me an additional $225.00 plus tax that we never discussed or agreed upon and they will not give me my jeep unless I pay them more than the aggreged upon cost.

  Business response

  10/24/2023

  You will notice on the attatched files *** ******** signature on the incoice aknowledging the cost of the repair, and that he has picked up the vehicle.  The customer was informed that the ECM had dailed.  *** ****** explained that he had a warranty on the ECM and would have one drop shippped to us.  *** ****** also explained that due to the ECM being under warranty that he would need to send the old one back and asked that we leave it inside the jeep so he can ship it back.  The customer, even in his complaint filed with the BBB, states that he did not believe the ECM was the problem.  He also expressed gratitude that our diagnostics were right within that complaint and I quote, "I fiured they would plug the new computer in and it would not work and we would still be in the dagnostic phase.  Low and behold it did work. Yay!".

  The customer is clearly happy that the repair fixed his issue.  All of that being said, in order to properly test the new ECM, it must be installed to do so.  The customer had the ECM drop shipped to KMC Mechanical.  Drop shipping parts required to repair a vehicle is expressed consent to install the part or parts being shipped.  Furthermore, I reiterate the ECM must be installled to properly ensure that the repair has corrected the customer's issue.  The customer explains his expressed consent to install the ECM when he states, and I am quoting, "I figured they would plug the new computer in and it would not work.".

  Clearly we have a situation where the customer wanted the ECM installed and verified, apparent through his having the part drop shipped and asking that the old ECM be left inside the jeep so he could later send it back as part of the warranty exchange.  

  The customer is happy with theh outcome of the repair but not with us charging to install the ECM.  Repairs are a three step process. DIagnostics, Repair, Verification of Repair.  After step one, a conversation is had with the customer explaining the diagnotic findings and the repairs needed.  At this point the customer makes the decision to move forward with thr repairs, seek a second opinion, or repair the vehicle themselves.  In this instance, the customer chose to drop ship the required parts to KMC Mechanical.  Again shipping the parts directly to us, serves in this isntance as expressed consent to install the parts being shipped.  We may then proceed to step three, Verification. The customer aknowledges that he wanted the repair verified by stating, "I figured they would plug the new computer in and it would not work.".  Again in this quote the customer is referring to the verification phase which can not take place until after the repair is made. 

  Drop shipping the required part along with expecting verification of repair are both examples of expressed consent for KMC Mechanical to complete the repair.  This is a matter in which the customer does not feel he should be charged for the repair.  However KMC Mechanical could not possibly have provided the verification of repair without first repairing. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-May-2022 - Visited KMC Mechanical in Parkville, MO for an alignment ($169.95). Vehicle is a 2013 Land Rover LR4 that has been very well maintained and properly serviced. The shop had difficulty with adjustment and used an acetylene torch torch to loosen tie-rods. During the process the passenger tie-rod was damaged due to the heat. I accepted vehicle back and made no issue of this as it could have failed (installed less than six months ago). 23-May-2022 - I went to replace tie-rods after receiving them from an online vendor. This is when I noticed that both front outer CV shaft boots were damaged by the torch used during the alignment. I reached out to **** ********, owner, to complain and advise of this new issue. He denied damaging my vehicle and took no responsibility nor made any offer to repair the damage. I've since ordered new front driveshafts for my vehicle and will make repairs in my garage. Very disappointed. I am not only out the cost of the alignment but also new tie-rods, front driveshafts and the time it will take to repair my vehicle.

  Business response

  06/17/2022

  Tie rod ends do not become siezed into place within 6 months of replacement.  The torch was used to free up siezed tie rod ends.  Heat was directed at the jam nuts.  In no time was the heat directed towards the cv axles.  The cv boots in the picture are flinging grease.  They however do not show any melted rubber or burn marks.  The dark smudge on the boot retainer is axle grease.  I can not be certain of the cause of the degraded boot material.  It is a common issue due to road chemicals, salt, and abrasive materials used on midwest roadways.  

   

  KMC mechanical takes pride in every vehicle we service and we appreciate the relationships we build in doing so.  

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