Complaints

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car started to overheat and fluids leaking from the front of the car, and no heat in my car took my car ( my father took it in cus I had to work) to Hayes after my father recommended them from his friends , so I take my car there, they change my radiator told me that was the issue, I take my car back the same day, when I went to pick up my car it was at night the place was closed I get in my car I turn on my car turn my heat on .on high on 90 degree setting and there is barely anything blowing out ! And it’s like warm heat I call the next day and tell them what’s going on with my car they tole me to bring my car back so I did couple days later and when my father and I walked in the front door the dad and son were standing there and they say “oh we had a hell of a time getting that in there.” But maybe it’s the filter ! I’ll change the filter for you and showed me that my driver heat was reading 117 degrees and my passenger was reading 80 degrees the son told me it was normal ? I said to him a temperature doesn’t even go past 90 in a car ! Anyways my heat was warm at that time I thought once I got in the car went to drive it and it was still warm!!! Not hot ! Barely blowing… at times it got hot once I drove it for a while, so end of December beginning Jan I notice my car leaking again!! In the same spot it we before I have no heat I am overheating and I take it back there and they tell me my husband and my father we are liars calling my husband out of his name the son pops open my hood and my husband says he opens the hood and right says oh it’s the water pump! Without touching anything ! They misdiagnosed my car ! They refuse to fix it $! They refuse to make it right and I paid them 810 dollars ! Plus 20.00 for a filter ! I still have no car !!! I paid 800 right before Christmas and my car cannot be drove right now and leaking

  Business response

  01/22/2024

  BACK IN NOVEMBER 2023 THE FATHER CONTACTED US TO GET AN ESTIMATE ON A RADIATOR INSTALLED ON A 2008 ****** ****** AND WE QUOTED HIM $813.66. THE FATHER TOLD US THAT THE RADIATOR IS LEAKING AND HAD IT ALREADY LOOKED AT AND WAS CALLING AROUND TO FIND THE BEST PRICE,HE ALSO TOLD US THAT THEY WERE LOOKING FOR A NEW MECHANIC (NOW I KNOW WHY). WE  WERE ASKED TO VERIFY THAT THE RADIATOR WAS LEAKING WHICH WE DID PRESSURE TEST THE COOLING SYSTEM AND SAW THAT THE RADIATOR WAS LEAKING FROM THE TANK OF THE RADIATOR AND IS A COMMON PROBLEM WITH PLASTIC/ALUMINUM RADIATORS. THE FATHER HAD US TO PROCEED ON THE REPAIR.WE INSTALLED RADIATOR,BLED COOLING SYSTEM AND CALLED THE FATHER.
  THE FATHER CALLED US THE NEXT DAY AND SAID THE CAR DIDN'T HAVE HEAT SO I HAD THEM BRING IT IN.WE IMMEDIATELY PULLED THE CAR IN AND THE HEAT WAS BLOWING HOT FROM THE VENTS.WE MEASURED HEATER OUTPUT WITH A INFRARED THERMOMETER AND GOT A READING OF 171.2 DEGREES (WHICH I TOOK A PICTURE OF AND SHOWED CUSTOMER). THE DAUGHTER WENT OUT TO WHERE THE CAR WAS SITTING IN THE BAY FOR ABOUT AN HOUR WHEN THEY SHOWED UP AND WE SHOWED HER TEMP READING AND SHE SAID {I DON'T CARE ABOUT THAT THING SHE SAYS) AND CHANGED HER COMPLAINT TO (IT DOESN'T BLOW OUT LIKE IT USED TO) SO I MENTIONED WELL IF IT USED TO BLOW HARDER MAYBE IT NEEDS A CABIN AIR FILTER. THEY DIDN'T HAVE US PUT ONE IN THAT DAY BUT BROUGHT IT BACK A COUPLE OF DAYS LATER AND REPLACED THE FILTER AND HAVEN'T HEARD ANY COMPLAINTS UNTIL JANUARY. THESE PEOPLE ARE RUDE AND CANNOT ACT IN A PROFESSIONAL MANNER.
  
  THE GENTLEMAN WHO BROUGHT THE CAR BACK IN WAS SUPPOSED TO DROP OFF IN THE MORNING BUT DIDN'T SHOW UP UNTIL 3PM AND WAS BEING BELLIGERENT AND RUDE WITH SARCASTIC REMARKS AND WE OPENED THE HOOD AND NOTICED ANTIFREEZE ALL OVER THE FRAME RAIL AND ADVISED CUSTOMER THAT THE WATER PUMP STARTED TO LEAK BUT HE DIDN'T WANT TO HEAR ANYTHING WE HAD TO SAY. THIS GENTLEMAN WAS ASKED TO CALM DOWN MANY TIMES AND ALSO WAS STARTING TO GET VIOLENT AND TOOK HIS COAT OFF LIKE HE WAS GOING TO FIGHT SOMEBODY AND I DIDN'T EVEN KNOW WHO HE WAS BECAUSE WE HAD NEVER DEALT WITH HIM ON THIS CAR. I STILL HAVE THE CABIN AIR FILTER FROM THE CAR AND A PICTURE OF THE TEMPERATURE READING.WE ARE NOT RESPONSIBLE FOR THE WATER PUMP OR THEIR HEAT.WE REPLACED RADIATOR THAT THE CUSTOMER ADVISED US TO DO.

  Customer response

  01/30/2024

  Better Business Bureau:
  
  Hello I already sent a complaint about this business, they sent something back with nothing but lies ! Now let me tell you my father is NOT a mechanic my father brought the car to professionals, because I work mon-Thursday … 6-6pm .. so my father heard GREAT THINGS about this place. And he took it there THEY WRRE THE ONES to say the issue was a radiator .. THEY MIS DIAGNOSED MY CAR !!! I only took it to them because the original mechanic we had takes days to work on cars ( but does a great job) anyways… so I took my car to Hayes! The son was rude as ***** He came out hollering and cussing to my husband ( yes the random guy you never saw ) I have a recording that my husband recorded that this guy was telling my husband to get off the property etc. if my husband was soooo threatening cops should have been called ! They mis diagnosed my car I took it to another shop and the whole time it was the water pump , that’s how Hayes new automatically when they lift my hood when my husband took it back that it was a water pump!!! You guys knew that from the beginning and mis diagnosed my vehicle ! You guys then showed me a “gun” that read how hot my heat was and as the pictured they listed it said 117 degrees let’s be honest, I’d be melting or suntanned if my heat was reading 117 degrees! The SON was rude and unprofessional as all hell, he was the one that told my husband “ they could take I outside.” That’s when my husband “ took off his coat “ my husband came up there cus they thought they were getting over on a elderly man and a woman!!! And that’s why he came up there ! This will be solved a civil suit against them. They did not perform the necessary needs for my car to run and they lied and charged me 800 plus for a something that wasn’t the issue! So they are saying my dad called in and said it was the radiator and even if he did ??? YOU GUYS ARE THR “PROFESSIONALS”!!!!  Refund.
  
  ****** *****

  Business response

  01/31/2024

  YET AGAIN, THE FATHER CALLED US SPECIFICALLY WANTING A PRICE ON A RADIATOR INSTALLED BECAUSE THEY ALREADY HAD THE CAR LOOKED AT.WE WERE ASKED TO VERIFY IF THE RADIATOR WAS LEAKING AND IT WAS FROM THE RADIATOR TANK.THE FATHER ADVISED US TO REPLACE IT.ACCORDING TO HER RESPONSE NOTHING WAS LEAKING UNTIL  A MONTH LATER WHICH WAS THE WATER PUMP.WE HAVE NOTHING TO DO WITH THE WATER PUMP OR HER HEAT OR HER BLOWER MOTOR BLOWING AIR,THIS CAR HAD HEAT BECAUSE WE SHOWED HER.ONCE SHE SAW IT HAD HEAT THEN SHE CHANGED HER STORY TO (WELL,IT DOESN'T BLOW OUT LIKE IT USED TO )SO THAT'S WHEN I MENTIONED A CABIN AIR FILTER.I SHOWED HER THE FILTER AND HOW CLOGGED IT WAS.WE ARE NOT RESPONSIBLE FOR THE REST OF HER CAR! THE HUSBAND WAS RUDE AND WAS ASKED TO LEAVE! NO REFUND!

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