ComplaintsforMason and Sons Enterprises, Inc.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in around January 30. Because I was on the highway driving and the car indicated that it was overheating. I took it Mason & Son to have them take a look at it for me. Well the gave me a list of things that my car needed. We had to transmission cooler and one other thing done. Well my main concern was the car overheating. After getting the car fixed it would continue to do the same exact thing. I have it on video along with the dates. To make a long story short, I took the car back several times to be fixed with no charge and again each time we got the car back, it was doing the same thing. This last time I received the car back, its even worse than it was the first time. Now they want me to pay to fix it when initially the problem has never been fixed to begin with, if anything its worse. I was given their service vehicle to drive not a rental even though I was not able to work my job doing uber eats because uber requires me to work in the vehicle that listed which is my personal vehicle so not only is my car not fixed but I have not been able to work. With being said, I've had to contact the lawyer which i was trying to avoid doing so.

  Business response

  03/21/2024

  We appreciate you taking the time to bring your concerns to our attention via the Better Business Bureau. We understand the frustration and inconvenience that you experienced when your vehicle overheated prior to bringing it to us. Automotive break downs are typically not expected and we apologize for the inconvenience that it caused. Please be advised that any time any one drives a vehicle with the temperature gauge pegged hot, there is the possibility of engine head gasket and or head damage which may not be evident, as was the case with your vehicle. Although we advise of this disclaimer when a vehicle is driven hot, we always hope that it’s not the case.
  Upon reviewing the details of your complaint, we want to provide a comprehensive response to address each point raised. Firstly, regarding the repair on the cooler and the subsequent overheating issue, we want to clarify our process and the steps we took to rectify the situation.
  When a vehicle is brought in for overheating, it is our standard protocol to address any known coolant leaks before proceeding with further diagnostics or repairs. The replacement of the cooler was part of this initial step to ensure the known coolant system leak was remedied. However, we acknowledge that despite this repair, the overheating problem persisted.
  In our efforts to resolve the issue, we provided you with a loaner vehicle to minimize any inconvenience while we conducted further tests and repairs. We proceeded to replace the thermostat at no additional charge to you, and during our testing period of a week, we did not observe any further overheating issues.
  It is crucial to note that automotive issues can sometimes be complex and intermittent, as was the case with your vehicle. We replaced the thermostat with a factory part to rule out any potential component-related issues. Despite these efforts, we understand that you experienced overheating again shortly after picking up your vehicle.
  Upon reevaluation and consultation with your father, we again suggested the possibility of a head gasket issue, a more intricate problem that could contribute to overheating. To assist in diagnosing and potentially resolving this issue, we offered to apply head gasket sealant at no cost.
  We understand your disappointment and frustration with the situation, especially given the investment you've made in your vehicle. As a gesture of goodwill and to demonstrate our commitment to customer satisfaction, our team offered to replace the head gasket and provide a credit for the cost of the cooler replacement, to which you accepted.
  While we believe that we addressed the initial coolant leak and subsequent issues to the best of our abilities, we value you as a customer and want to ensure that you are completely satisfied with the outcome.
  Again, we appreciate you as a customer and are thankful that you allowed us to be of assistance.
  Sincerely,
  Mason and Sons

• Initial Complaint

  12/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husbands car was towed for repair of a head gasket to your shop on December 3rd. The shop called to let us know it was ready a few days later but it would not run. My husband went up to the shop and looked at the engine and found that the distributor cap had water in it and the hood had been left off throughout the weekend. On Saturday, December 19th my husband noticed an issue with his car losing power. We contacted the shop and they told us to bring the car. We made it less than 2 miles down the road and the car broke down. The shop had the car towed to them. On Friday, December 23rd Bailey contacted my husband telling him he “thinks” it is the distributor so he would order the part and see if it fixed it. Last night we received a call saying it was fixed. This morning they informed us the price was incorrect and it would be $800 or so. When we inquired about whether the water exposure could have caused the damage, Bailey assured me it could not have caused the damage. I contacted 3 other mechanical shops and they all confirmed that it “absolutely” could have caused the damage. This damage would have been prevented had the shop left the car out of the rain. We are being overcharged for parts and labor. We are being charged for an issue caused by the shop along with an $135 inspection fee when they just ordered parts and put them in to see what the problem was. I am extremely displeased with the service and corruption that has been displayed by this shop.

  Customer response

  01/03/2023

  The consumer stated this issue is resolved.

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