Complaints

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had truck fixedon 10/11/22 told him had hard start issue told him to do engine diagnostic on it first he said they did had bad fuel pump charged me 592.01 first time after 3 months did it again got it in he put another fuel pump on 01/14/2023 paid 258.19 which pump was lifetime warranty and truck still wouldn't start right so he refused to fix it took to dealer and it was the ECM nothing to do w fuel pump and is refusing to give my money back I paid for something I didn't even need had to pay another 2089 .00 from Ted Russell nissan to fix it right I feel he needs to refund my money thank you

  Business response

  02/18/2023

  The customer called our business stating; “He needed a fuel pump installed on a 2007 Nissan Frontier”. On October 7th, 2022, customer came in and we checked the fuel pressure to find that it was not operating to specification and did need to be replaced. The customer stated he wanted to bring in his own fuel pump, but we informed him that “we cannot provide any warranty for customer supplied parts”. If we purchased the part through our preferred vendors though, then the parts warranty is covered through our business and our shop labor is warrantied for 90 days.
  
  Customer insisted we purchase the pump from a particular auto parts store, which is one of our vendors. We did so and installed the pump. On October 19th, 2022, customer went to this same parts store and had them bill a new fuel pump to our account, then had it delivered it to our shop at the same time he was planning to drop off the truck, stating there was something still wrong with the fuel pump. We contacted the manager of the parts store to clarify why their associate allowed a customer to just order something and then bill it to our account without authorization. It was discovered that the customer has a history with this vendor, which allowed him to make this unauthorized acquisition.
  
  We tested the fuel pump that we installed on October 7th, 2022 and nothing was found to be wrong with this pump. We then returned the unauthorized new pump to our vendor (that the customer had acquired) with the understanding with the vendor that this type of transaction cannot ever occur again. The customer then came back on January 14th, 2023, again stating there was a problem with the fuel pump we had installed on October 7th, 2022.
  
  In the interest of trying to appease the customer, we stated that we could replace the pump with another new pump under the vendor’s limited lifetime warranty, but since the time between the initial installation of the pump and this date (January 14th) exceeded 90 days, the customer would unfortunately have to pay the labor for this replacement. Cost, including book-time hourly charges and tax, was $258.19, which was paid by the customer on January 14, 2023 at the completion of the job.
  
  Shortly thereafter, we began receiving harassing phone calls, text messages and social media threats from the customer (we have copies of the texts and social media utterances made by customer). Since nothing was evidently wrong with the new pump,  we decided to research the customer’s claims that it could be the fuel pressure regulator switch (noting that this is not the fuel pump having an issue) and we found that this new issue could be related to an ECM issue that other service facilities have discovered and customer would have to go to the dealership.
  
  We informed the customer of our findings and then the customer stepped up his social media barrage. The constant disruption & bullying our business experienced from this customer led us to ask him to no longer bring his vehicles to our establishment. We were contacted via our social media in response to the customer’s threats and attacks by our local area merchants association and surrounding businesses, including the parts store, that the customer has a long history of harassing other area businesses in this manner and has been effectively black-listed from several (but not all) of these establishments.
  
  At this point, our only recourse is to deny the customer’s claims herein and to decide whether we should seek counsel regarding the legality of this customer’s actions.
  
  

  Customer response

  03/02/2023

  Wanted to show you how that ***** lied about businesses banning me went to NAPA today to buy parts this is the auto store he told u banned  me lol just proof that he lies

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩