ComplaintsforMaster's Touch Automobile

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Master's Touch on June 13th 2022 left a voicemail called another shop and made an appointment bill the owner called me back stating that shop was not good and he is Christian and I should come there. I brought my car in for overheating on June 14th I got call from bill that repairs would be 1,604.68 taxes and all and everything would be fixed, that he warranty his parts and work. I came back Friday the 17th he said he went through everything test drove it ran my car for an hour it wasn't overheating. Then said price was 1,794.98 I said that's not what you told me on the phone so he agreed and then changed price backed to first quote I pay 1,604.00 on the drive home my car overheats I call him back he tells me bring it back because it's the weekend it will look at it Monday. I get a text message with a quote for 549.00 for a radiator fan assembly I call him he tells me on the phone I'm covering the cost I just need you to approve the work because I warranty you the first time. I said ok thank you. Then I get another call and text that I have a specialty fan that cost 397.00 and he will now need me to commit to paying another 260.00 before finishing the repair I research the parts he's charging me are much less the fan he said is 397.00 is 136.00 at most the first part he replaced and charged me 541.00 for only cost 249.00 at most so I came in to Monday the 20th to ask about the difference and had my sister with me for witness bill became very hostile and rude. He shouted "you are poor, I was doing you a favor you just want something for nothing," I never raised my voice, cursed and he said yes I upcharge parts that's how I pay my rent I don't have to listen to a woke left wing liberal get the fuck out of my shop, my fiance is black and I feel that he was racist as well as extremely unprofessional. He belittled me in front of other costumers and refused to fix my car and changed prices and paperwork after I complained I have proof needs to be investigated!

  Business response

  06/21/2022

  ******** came in with a car that was undriveable.  We diagnosed it as a engine oil cooler that was leaking badly and causing the car to overheat.  As it had overheated it also required both temp sensors and thermostat.  She was quoted a price and approved it.  She asked if it would fix the problem and we told her that the car was undriveable so we were fairly sure it would but would need to drive it after repair to be sure.  We proceeded with repair.

  Repair was completed and car was test driven and allowed to run for over an hour to reach maximum temperature.  It never over heated.  One issue we found was that the oil pressure sensor had gone bad and so we replaced it.  Customer was called and told to pick up vehicle.  She saw the additional part and started crying that we had agreed on a price and she couldn't afford it so I discounted that repair to 0 and agreed to original estimate.  

  I received a call that the car was still overheating so they were told to bring it back to us for a checkout.  We assumed an air bubble or coolant overflow issue and wanted to see the issue.  Upon further diagnostic we found that the cooling fan had gone bad and at high temps it was not running at speeds as needed.  I called and told ******** the issue and she became upset that she didn't have any money.  I asked her to pay the part cost only of $136 and that was not possible she said.  I felt sorry for her and said I would cover it and the labor.  However we soon discovered that her car required a heavy duty fan and not the standard one.  I called and left her a message explaining that the fan her car needed was at my cost of $397 but I was willing to cover the $136 and labor as I had previously agreed to.  I needed her to cover the $260 difference.  This repair would be retail at $1039 and I was asking her to pay only the $260.

  ******** came into my shop and started accusing me of cheating her.  She said she could buy the parts cheaper and I told her yes she could as we charge an upcharge and that is how we make a profit.  That was not right she said and it was our responsibility to fix her car right.  I explained the repair and said I was not in business to give away free work and had gone above and beyond to give her a fair situation.  I was told I was not a Christian and that I was dishonest. (My google reviews say otherwise).  I said that if she was too poor to fix her car it was not my problem.  At no point was she ever cursed at.

  Then her husband came in screaming and cursing at me at how I was going to fix his car or else.  I handed him his keys and told him to leave.  He was making a scene so police were called.  He left the lot with his car and was told to not come back.

  Typical of the liberal thinking today that this becomes racist.  I have customers of many ethnic backgrounds and they are all satisfied customers and I love them all.  Nothing racist is at my shop and this is the standard go to when they don't get their way. I won't deal with people like this as they will never understand the business is not here to simply satisfy their needs at a loss.

  Again this repair was retail at $1039 and all I was asking them to pay is $260!  Good luck finding anyone who would have been so generous and helpful.  I am proud of how we handled the situation

   

   

   

  Customer response

  06/25/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  Again bill warranty work cailmed to fix the over heating issue with my car and did not, even in his response he contradicted his price quote the first attachment I sent showed 997.32, then 720.13, now he said 1030.00 in his statement, as well as calling me poor staying I don't have money and calling me a liberal he does not know my financials or what party I stand with he assumed that based off the race and color of my fiance and to deny someone service for thier race or Democratic party is illegal. I'm glad this was his response I will use this further. Someone who pays 1,604 for a simple overheating is not poor, and he caused a seen with me when I came in to ask about the conflicting ever changing prices. I want a full refund and in addition compensation of 2,500.00 for pain and suffering.
  
  
  
  Sincerely,
  
  
  ******** ********

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