Complaints

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I brought my 2005 Chev Silverado to your shop 08/24/2002 and asked for an estimate to repair two problems: 1) Wiring damage caused by a rodent that disabled the oil pressure indicator. 2) Air-conditioner blowing hot air. Your service manager called and advised that the wiring damage repair estimate was $125., which I considered reasonable. Then he advised that the problem with the air-conditioner was a bad air temp actuator, cost to repair was $800. I could not believe it and questioned the excessive cost. He told me that the actuator cost was $300. and with replacement my cost was $800. I told him to complete the wiring repair and not to repair the AC. I paid a total of $252.62 for the wiring repair and diagnostic. Checking on-line I found that I could purchase this actuator for $178. (genuine GM part) or $37. (after market price). I am 82 yrs old and not in the best of health but it took me 10 minutes to remove the bad actuator and 15 minutes to install a new actuator and adjust. Less that 30 minutes total labor and $37. for parts. I do realize that it was necessary for Hardin Automotive to use genuine GM parts, so the cost for parts would have been $178.. However, for you to charge $800. for replacement of this actuator is outrageous. I guess that you are taking advantage of the fact that inflation is rampant, but to me, this is like stealing. I would appreciate a response to my email and will temporarily delay filing a complaint if I hear from you promptly.

  Business response

  09/12/2022

  AFTER REVIEW OF THE PAPERWORK RELATED TO THIS COMPLAINT IT IS CLEAR THAT THE COMPLAINT MISREPRESENTS WHAT ACTUALLY TOOK PLACE.
  

  
  

  1. A COMPUTER SCAN WAS DONE TO DETERMINE THE CAUSE OF THE CHECK ENGINE LIGHT.  FOUND DTC B0414, INDICATING A FAULT WITH THE TEMPERATURE BLEND DOOR ACTUATOR.  CHARGE FOR THAT WAS $75.
  2. THE CHARGE FOR REPAIR OF RODENT DAMAGE TO WIRING FOR THE ENGINE OIL PRESSURE SENSOR WAS $140.
  3. ESTIMATE FOR REPLACEMENT OF BLEND DOOR ACTUATOR WAS $436.   THIS WAS FOR ONE HOUR LABOR ($125) AND A NEW AC DELCO REPLACEMENT ACTUATOR ($311).  WE DO UTILIZE ORIGINAL EQUIPMENT PARTS, WHICH COST MORE, FOR TWO REASONS.  OUR EXPERIENCE WITH AFTERMARKET PARTS OF THIS SORT HAS SHOWN THEY ARE NOT VERY RELIABLE AND, WE WARRANTY ALL OUR WORK FOR 1 YEAR OR 12,000 MILES, WHICH MEANS WE DO NOT WANT TO DO THE JOB AGAIN BECAUSE OF A POOR QUALITY PART.

  
  

  YES, IT IS POSSIBLE TO FIND PARTS ONLINE AT A LOWER COST AND WE SOMETIMES USE THEM IF NO OTHER SOURCE IS AVAILABLE.  WE USE A FEW RELIABLE SOURCES FOR THE PARTS WE BUY.  WE DO NOT SHOP MULTIPLE SOURCES TO FIND THE ABSOLUTE LOWEST PRICE.  OUR LABOR QUOTES ARE BASED ON THE MITCHELL LABOR GUIDE, WHICH IS USED BY MOST OF THE AUTO REPAIR SHOPS IN THE COUNTRY.  OUR HOURLY LABOR RATE IS SOMEWHERE NEAR THE MID-RANGE.  HIGHER THAN SOME, LOWER THAN OTHERS. OF COURSE, IT IS ALWAYS CHEAPER TO "DO IT YOURSELF".

  
  

  THE COMPLAINT ALSO MIS-CHARACTERIZES THE COSTS OF THESE REPAIRS.  IT STATES THAT THE CUSTOMER WAS QUOTED $800 TO REPLACE THE BLEND DOOR ACTUATOR.  ACTUALLY, THAT WAS THE ESTIMATE TOTAL, INCLUDING THE DIAGNOSTIC CHARGE, REPAIR OF THE RODENT DAMAGE TO THE OIL PRESSURE SENSOR WIRING, AND REPLACEMENT OF THE BLEND DOOR ACTUATOR WITH A FACTORY PART.  

  
  

  I BELIEVE THAT OUR EMPLOYEE WAS STRAIGHTFORWARD WITH THIS CUSTOMER.  OF COURSE, THE CUSTOMER ALWAYS HAS THE OPTION OF GOING ELSEWHERE OR DOING THE WORK HIMSELF.

  
  

  
  

  
  

  DAVID HARDIN

  HARDIN BROTHERS AUTOMOTIVE

  Customer response

  09/12/2022

    The representative from Hardin Brothers is not telling the truth.  I was quoted $800. for removal and replacement of the temperature actuator door in addition to $125. for repair of the wiring, the $75. testing and another $37.50 post test.   The figures quoted in Hardin Bros response is in conflict with the actual receipt which shows $75., $125., $37.50 for a total of $237.50 + tax.  I was told that if I wanted the repair of the temperature actuator it would be an additional $800., not $436. as they claim.  This employee is not telling the truth!

  Business response

  10/03/2022

  ATTACHED IS A COPY OF THE ESTIMATE WORKSHEET PREPARED BY OUR SERVICE WRITER FOR LARRY MAY ON 8/24/22.  IT IS QUITE CLEAR THAT THE TOTAL ESTIMATED FOR ALL THE REPAIRS CONTEMPLATED WAS $820.

  
  

  THE ESTIMATE AMOUNT FOR THE BLEND DOOR ACTUATOR ALONE WAS $436.  

  
  

  AGAIN I STATE THAT LARRY MAY IS MISTAKEN.  

  
  

  
  

  DAVID HARDIN

  HARDIN BROTHERS AUTOMOTIVE, INC.

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