ComplaintsforMaple Grove Auto Center, Inc.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an estimate of $2000 for a timing chain repair we approved an additional $200 for AC condenser and he quoted $500 if fuel pump was needed to be replaced so expecting $3000 repair **** we were promised a loaner car and none was given had our car 10 days and had to borrow a vehicle from friend. When we picked up the car the **** was $5920.39 which included a 2% fee since I had to use a credit card and we were never called or notified of the extra expense and we called and stopped a few times checking on a loaner car and noting was said to us or even mentioned. I did pay the **** as our friend needed his car back and we needed our vehicle for a trip we were taking. I will never so step foot in the business again or refer anyone to them, how hard is it to pick up a phone and make a call about the repairs???? For that money i could of put a new engine in

  Business response

  02/08/2022

  The customer brought the vehicle in stating that they had taken it to a GM Dealership and got an estimate for the timing chain and the stalling issue that the vehicle was having.  We gave them a verbal estimate of $2,000 to repair the timing chains.  Which they approved, along with the condenser & the in tank fuel pump. 

  In diagnosing the stalling problem, we found codes for the throttle body, and high pressure fuel pump was very low in pressure. 

  I failed to call them with the price for repairing the high pressure fuel pump and throttle body which was the cause of the stalling issue. 

  The problem of the stalling would not have been resolved without fixing the high pressure fuel pump & throttle body. I take full responsibility for not calling the customer with the estimate.  

  Once we opened the engine up to do the timing chain work, there was excessive wear on the cam gears, which are also the cam phasers and the left head exhaust cam had a badly worn lobe. 

  The customer stated that he thought it would be less money for a new engine, but a lot of the parts for this repair, would not be included with a new engine.

  The owner of this vehicle (which was the customer's son) did call the next day and thanked us for fixing the vehicle properly. 

  We did make a billing adjustment of $1,000 refund check back to the customer on 2/7/22. 

  We feel badly that the customer did not get called with the additional work needed to fix the vehicle correctly.  We are a very busy shop, but that is not an excuse. 

  We hope that the refund is satisfactory.  

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed

   

  While ********************* did personally apologize to my wife and bring $1000 to us and it was GREATLY appreciated, it still put the total **** at $4800 from the $5800. And originally the written timing chain estimate we had gave us of $2000 plus the ac costs and the verbal estimate for the fuel sending unit( that we were not sure was the issue ) of $500 comes to $3070.50 We never would of agreed to all the repairs if we knew the cost, and yes the car was for our son and I was not aware he contacted ***** to thank him but the bottom line is he was not paying the ****, we were and that was known when we brought the car in for repair.  We are very thankful for the apology and money but it still was not enough to bring us closer to the agreed total for the repair.  

  
  Regards,
  
  *************************

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