ComplaintsforPeak Euro

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date-July 20th(approx)Vehicle engine light came on July 5th. Drooped car off and was given an estimate for a new fuel pump and decided to get the 120k check up. Took company 10days to fix at a cost of $3152.52. Literally within 15 miles of leaving facility, check engine light came back on. I talked with company and they asked me to drop back off. Upon another inspection, they said it was something else and was going to have to be fixed for another $900(approx). This should have been caught in 120k and now company is refusing to work with me on a solution. They should have diagnosed/ fixed it properly 1st time and now should repair at their cost with 0 labor. It has now been 2 weeks and I Have emailed and havent gotten any response. Terrible way to treat customers after spending the amount of money I spent

  Business response

  08/30/2021

  Please see the below documentation of our interaction with the customer *********************.
  We have reached out to ************** multiple times after receiving the complaint. ************** has called back once on 8/24 and did not leave a message. We have called him back several times without response. He had no communication with us from 7/25-8/20 when he filed a complaint. This makes it difficult for us to reach a solution as there is minimal communication.
  The following is our communication with the customer during the repair process. We are happy to help, as with all of our customers, but we will need to actually speak to ************** so we can do so.
  Thank you,
  ****
  Peak Euro
  
  
  July 6:
  The car showed up over the weekend sometime without an appointment nor did we have the customer in our database. The shop was 2 weeks booked out at that time. ***** came in to meet the staff in person. Said there was no rush and that he understands that he didn't have an appointment and a new customer. 
  July 7:
  The car was brought in before scheduled customers and diagnosed. Shop found P1027 stored for high fuel pressure too low. Recommend to replace the pump and retest. There were other items pointed out to the customer at that time as well. 
  The customer agreed to repairs at a cost of $3152.52. This was the diagnosis, high-pressure fuel pump, and 120k mile service.
  July 13-15:
  The shop received parts throughout this period. The following conversation happened with the customer. 
  Jul 15, 2021
  *****, **** here with Peak Euro- We are running into a labor issue here at the shop and it looks like I'll be down a tech come all next week. (the master tech working on your car) I will have a loaner car ( free of charge ) available to you if you like it. it should come back tomorrow morning. I know this isn't the best news but I do want to extend my gratitude for your understanding. Let me know if that will work for you.
  **** RobinsonTo: **************02:50 PM
  That will push repairs out into the following week. the week of the 26th.
  **** RobinsonTo: **************02:50 PM
  KH
  No, not great news. I already have rented a car so I would appreciate a discount on the total **** as that would be the right thing to do
  02:51 PMFrom: **************
  KH
  Let me know what you can do on discounting the total repair **** for my troubles before you do start any repairs. I don't want to have it towed somewhere else but I will if I need to
  02:57 PMFrom: **************
  KH
  Wave the diagnostic fee of $125 and 10% off of the total labor and I will leave it there for you to complete. That will cover the cost of another week+ of a rental
  03:04 PMFrom: **************
  *****, the Porsche is in process, and were planning on having it finished by the end of the day tomorrow. I do have a loaner car free of charge I can loan you. Just let me know. Thanks, ****
  **** RobinsonTo: **************03:38 PM
  Jul 16, 2021
  *****, **** here with Peak Euro. I wanted to let you know that we have the car finsihed and pulled up at front.. We are here until 6 pm. let me know if you have any questions. thanks, ****
  **** RobinsonTo: **************11:45 AM
  KH
  Got your message. Will be Tuesday before I can get there. See you then
  03:40 PMFrom: **************
  
  
  July 16: 
   Tech Finished repairs on the Cayenne.
  July 19:
  The customer Picked his car up and paid with two different credit cards
  July 20:
  The customer called to speak with me and spoke with a team member. He told the team member that there is a check engine light on and would like us to take a look at it. She expressed to ***** that we'll always double-check our work for free.
  July 21:
  I reached out to ***** the next morning at 7:35 am to get the information from the customer. The following conversation took place via text.
  Jul 21, 2021
  Good Morning *****, **** here with *********** had told me you called about the car. That the check engine light is on?
  **** RobinsonTo: **************07:35 AM
  KH
  Yes and it's making a weird sound
  07:43 AMFrom: **************
  KH
  I have an appointment to bring it back next Thursday as I am leaving to go out of town tomorrow however I have a rental car and can drop it off first thing in the morning tomorrow and you guys can just keep it and get to it when you can
  07:45 AMFrom: **************
  Ok, We should be getting a loaner car back in sometime today. I will put you down for that. We will always double-check our work at no cost. *** is out th rest of the week. So it may get looked at on Monday. But at least I can give you a car to be in.
  **** RobinsonTo: **************07:46 AM
  KH
  I've got a car, don't need it. But thank you. I will actually drop it off later this afternoon. The sound that it's making is only at speeds over 50, kind of like a whistling sound
  07:48 AMFrom: **************
  KH
  The check engine light may be a sensor of some sort
  07:49 AMFrom: **************
  Totally, If possible I may have you take one of our guys for a drive to hear the sound?? that way when *** gets back they can explain it to him. See you later
  **** RobinsonTo: **************07:52 AM
  KH
  You close at six correct
  07:53 AMFrom: **************
  correct
  **** RobinsonTo: **************07:53 AM
  KH
  Ok
  07:54 AMFrom: **************
  
  
  July 22: 
  The car arrived back at the shop for us to recheck our work.
  Tech found the following is his diagnosis/ recheck. None of these codes were present during the car's first visit to the shop earlier that month. 
  Scanned, faults P1081 and P1094 stored (Only), no other DTC's. MAF ahead of throttle. 
  Checked MAF sensor readings at idle, reading at 5g/s, specification is 4.2-5.8g/s. Checked crankcase pressure with manometer, at 23mbar (0.7inHG), within the specification of less than 1inHG. Off idle fuel trim is at +9.6%, specification is + or - 6%. Readings indicate lean condition off idle. Watched for any cylinder misfire at multiple throttle inputs and load conditions, no detected misfires. Idle fuel trim is within specification. Smoke tested intake system looking for an external air leak, no leaks found. In some circumstances, fault P1094 could indicate carbon build-up on the intake valve. As a result, a rich fuel trim condition would be expected and random cylinder misfires would also be a result. Found brake **** hose has a small split and has been previously repaired. This could be a cause to lean condition, however, it could not be verified during the smoke test. Another possible cause is an intermittently sticking EVAP purge solonoid allowing excessive fuel vapor into the crankcase causing a leaner than expected fuel rotio. Advise starting by repairing split brake booster hoses (Due to obvious failure) and EVAP purge valve due to suspected intermittently failed state. 
  **Will need to recheck/retest for concern after repairs and additional repairs may be needed.**
  July 27:
  The customer declined the repairs and was very upset. And expressed this both via text and phone call.
  The customer showed up to get his car. Nothing was charged to him even though the findings weren't related to the prior work the shop completed. ***** and I spoke for about ten mins about the situation. I expressed again that the finding this time around was not the same as the finding from the first visit. And that we stand behind our tech findings. ***** and I shook hands and he left.
  The 27th of July was the last time we had contact both him reaching out or us reaching out.  When ***** left the shop I felt as though we would never return. I tried to clear up any bad air there was. In fact, ***** told me that he's not directing his anger at me personally. That he was ****** at the situation and apologize for his harsh words towards me on the phone. I told him that I didn't take it, personally and thank you. 
  
  
  
  Peak Euro.
  Peak Transport Inc.
  European Auto Repair
  ************
  http://peakeuro.com/
  
  
  

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