ComplaintsforSpirit Auto Services, LLC

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 10th had service on 2004 Honda Odyssey to have a repair completed on power steering pump, I paid 768.40. On October 31 the power steering was giving me problems. in March and I was supposed to receive a warranty. It was supposed to be free of charge. I got my car towed up to their shop. The business called me and said it was not the power steering pump. So I took my car to another shop and he told me that it was in fact my power steering pump. I ended up paying for the labor at a different shop to put in a new power steering pump.

  Business response

  11/10/2023

  Tell us why here...SPIRIT AUTO SERVICE
  ***** ***** **** ******* *** **** ***** ************* ************ ******* ********* *********
  
  To whom it may concern:
  Please allow this letter to serve as a response to the above mentioned complaint. 
  On or around March 10th, 2023  *** ******** had dropped off his  **** ***** ******* at our facility for repair. Upon inspection we determined that his power steering pump was broken and needed to be replaced.  We advised the client that both the power steering pump and the pressure hose would need to be replaced and per authorization from the client replaced it.  The client picked up the vehicle and we did not hear from him until October when he called our office yelling and screaming and being rood and obnoxious that his power steering pump is not working and must be replaced immediately.  We calmly advised the client that his pump is under warranty, however he needs to bring the car in for us to replace it under warranty if there are no other issues with the system.   Once the vehicle was brought to the shop and upon inspection it was determined that due to a leak in front of the radiator by power steering cooler line/return line that the fluid leaked out and caused the power steering pump to fail.  We advised the customer of that at which point the client became irate, started yelling, screaming profanities, and threatening us.  We advised the customer that we are willing to replace the pump unit itself (under the warranty) but we are unable to preform the replacement work in our facility due to the client being obnoxious, rood and threating. We also attempted numerous times to explain to the client that the reason the pump failed is due to HIS NEGLEGENCE at not fixing the leakage and that it can cause the warranty to be void.   The client decided and  took his vehicle to another repair facility, the representative from that facility contacted us together with the client and we  advised both of them that if the customer will bring the pump unit  back to us we will be able to give him a replacement pump but we are not going to be able to reimburse him for the work that he is having done on his vehicle in another facility.  Later the client came back with the pump and we provided him with a new replacement pump as we told him.  We also advised the client that due to him being loud, yelling and screaming profanities at us and our staff we will not be able to service him and his vehicles in the future. 

  Also, as you will see on the receipt there was other work (not related to the power steering  pump) that was preformed on his vehicle. which is another example of the client being untruthful.

  
  Please understand that as a business we can only provide warranty on the parts that are purchased through us and on the work that we do.  We cannot and should not be responsible for the work performed at another facility and we do  not feel that we should be responsible for the customer’s neglect of his vehicle and the customer acting abusively, rudely, and screaming profanities at us and our staff. 
  Please advise the customer that we will be unable to assist him any further
  For your convenience I am enclosing a copy of the original receipt.
  Should you have any questions or require additional information  please feel free to contact me at your convenience. 
  Your prompt attention in this matter is greatly appreciated. 
  Sincerely, 
  ****** ********
  Owner. 
  
  

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