ComplaintsforJ & M Auto

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 6/30/22, we had our truck towed to J&M Auto for a head gasket replacement. They did the head gasket and also changed the plugs, plug wires, thermostat gasket (which we had already done and this was not done by them), distributor and rotor ( which they did not do and zip tied it back on), and changed the oil and filter. We only authorized the head gasket. They charged us $1375 for the supposed work. We got it back and it wouldn't stay running and it overheated again. We had it towed back to them and now they say we need a new radiator and water pump and wanted to charge $975 for that. Absolutely not. We brought the truck home and found that they broke a pipe to the water pump an put JB weld on it. They refuse to take responsibility for these issues and we will be contacting a lawyer.

  Business response

  07/25/2022

  We told the customer that the cost of the repairs would be $1500 or under.  The finished work came in at $1375.00.

  Customer response

  07/26/2022

  Complaint: ********
  
  
  I am rejecting this response because: the work was not finished, they charged us to break a water pump line and for a distributor cap and rotor when they broke the old one and put it back on with a zip tie. Pictures have been submitted and a complaint has been made with *** ******** ******* and a small claims suit is being filed
  
  
  
  
  Sincerely,
  
  
  ******** ******

• Initial Complaint

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car there to be fixed and in the long run i received it with more problems now then when we took it in. I spent upwards of 700 dollars to get my vehicle fixed and when i got it back these where the fallowing issues…. Cracked windshield (refused to fixed it, was acknowlaged by the owner it was not cracked upon delivery.) Car was over heating( due to a break in the coolant system, refused to fix it even though it was not broke upon delivery.) Still leaking oil from the valve cover gasket and the “vaccum pump” whatever that is? (Said he would fix it but since i brought up attorneys he refused.) Then on facebook messanger he told me to bring it in so he could have a look, said nothing about charging to look at it. He trys charging me ANOTHER 30 dollars for diagnostic fee ?and 211 dollars for more work to be done to it after i tell him i dont want him to work on my car because i dont want his services because of the above stated reasons. I then stated i would contact my attorney over this as well and he quickly said he wont charge for the diagnostic. Horrible customer service by the way… laughed at us when we showed how upset we was over the matter and walked away from us in mid sentence… great Christian behavior i must say! All in all, he says hes not responsible for the damages done to my car and in so many words told me to get bent. So out 700 dollars, lost my job because of no vehicle to go in and now i have no car! Great job J&M auto ????????

  Business response

  03/01/2022

  Concerning ******** ****

  This is concerning a 2012 ford edge with 132366 miles on it. Customer brought vehicle in for repairs on 11/16/2021. We looked at the vehicle and found several oil leaks at the valve cover and vacuum pump. Also found at that time a battery that was needing replaced and tie rod ends that were loose. I explained to the customer during this time that there may be other oil leaks but need to start at the top of the motor and go from there. We also noted on the original repair order that the coolant level was low. We looked for a leak and did not see any coolant leaks at that time. The customer approved the valve cover gasket and also the tie rod ends and the battery. He did not approve the vacuum pump because he was limited on funds. We performed the repairs on 11/19/2021 called the customer to let him know that the vehicle was ready and he

  informed us at that time that he did not have the funds to pick up the vehicle. Several weeks and then months went by and we would call occasionally and he always said he would pick it up in a couple weeks.

  We did a quality control check on the vehicle which consisted of a test drive for 4 miles and check all fluid levels this was done on 11-19-2021. At that time the vehicle drove out ok and fluid levels were full but it was still leaking from the vacuum pump which is on the back side of the cylinder head above the transmission. The customer did not pick up his vehicle until

  2-11-2022 which was Friday at 5:00 which is the time we close all the techs had gone home and the service advisor stayed after to get the car back to the customer.

  Battery was dead from sitting so long and the service adviser had to jump start the vehicle. Under normal conditions the vehicle would have had a recent quality control test drive and a fluid check just prior to pick up.

  Customer contacted me on 2-12-2022 and told me his car was leaking coolant and insisted that I refund his money and also pay for his windshield. I told him I was out of town and that I would make it a priority to get it in on Monday morning. Customer showed up on Monday morning 2-14-2022 and I looked over the car and found the coolant outlet that was below the vacuum pump was leaking coolant. It appears to have a crack in it as it was plastic. Customer wanted to argue and was yelling and threatening to drag the business through social media and continued to say he was going to sue etc etc. This was being done while several customers were in the waiting room and he was very disruptive and threatening about it. I thought the police were going to have to be called to remove them from the property. The entire time I had the car in the shop to look at it they were bad mouthing us and yelling profanities in the waiting room.

  I put an estimate together that included a reduced price for the repair as we were selling the coolant outlet manifold at our cost with no markup. This caused them to get louder and more vulgar. They refused the repair and insisted that it be repaired for free. I very nicely, with an even tone, told the customer that if they wanted to do the repair themselves I would help them with information and even told them the part number and the location to buy it locally. I also gave them a diagram of the location of the part and explained to them that the system had water in it and they needed to get it repaired in a timely manner because the weather was so cold and he had added straight water to the system and the.

  During the facebook defamation of my company the customer admitted to adding water to his coolant system in the summer and he had no problems with the coolant system leaking. I would also like to point out that he did not complain about the coolant leak when he brought it in initially but by his own admission (see attached screenshot of the conversation on messenger) he was adding water to his coolant system in the summer. This is most likely the reason for the complete failure of the part as it was not protected properly from freezing and it had recently gotten well below freezing for several days at a time.

  The customer's windshield was cracked when he picked it up. The vehicle was here for so long it is hard to say if it was cracked when it first arrived. It did appear to have a rock chip by the rear view mirror that probably got water in it and froze and then cracked. I explained to the customer that if we would have charged him a storage fee then I would not have a problem installing a new windshield in his vehicle. Even though we did not crack it and the windshield more than likely cracked from freezing water getting inside a small chip and expanding.

  I contacted Mike Pincus, our insurance adjuster at ********* ********* ************ and he told me that the windshield would not be covered as it would be the same as a customer leaving their car at ******* and they come out and it was cracked. The windshield being cracked was out of our control. We did not cause the damage to the windshield. It would have cracked if it was here at our location or at his location.

  I hate to charge customers for storage fees especially when they don't have the money to even pay for the repairs to begin with. This customer did not tell me that his car would be here for 3 months before he could pay or I would have not agreed to do the repairs. I could have filed a mechanics lien against the car and sold it at auction but I do not like to do business that way.

  The customer insisted that the valve cover was still leaking. Upon looking it over the valve cover was not leaking but I did give him a pamphlet that explained the 24 month 24000 mile warranty that comes with all our repairs that is a nationwide warranty and if it starts leaking in the future it would be covered.

  I did explain that we are not willing to do any further repairs to his car because of his threatening and flat out rude and vulgar demeanor. I explained to the customer that he can have his car fixed at a different participating shop and told him we were not willing to work on his car but the provantage network will supply him with someone who can work on it for him and the number was in the pamphlet.

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