Complaints

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of sale was 4/14/23 Dollar amount of sale was: $3631.33 Truck went in with a slight leak and brake issue and came out with my valves chattering like a diesel engine. Took it back to get it corrected to what it was prior to bringing it in. Owner said "IF we broke it we will fix it". The word "if" creates some doubt to my assertion (that the noise was not there prior to me dropping off) and also possibly that I'm not being honest. This statement in itself was very offensive. He said they did not work on the valves so they would not be covering the issue. This truck did not have valve chatter when I brought it in, it simply needed to be corrected to the state it was prior to dropping it off. Things escalated to the point that he turned his hat around on his head and said "he's ready to go" (posturing for a physical altercation). One of his employees witnessed when the owner turned his hat around (or at least after he had turned his hat around). Told him I just spend $3600 with his business to correct the leak/brake issue (which both appear to be repaired) but now I have a problem that was not there when dropped off. My expectation is that the issue they created be fixed to the pre-dropoff state. His response was that he's "seen higher amounts paid" which I assume meant that my 'measly' $3600 wasn't enough for them to warrant repairing an issue that was not there when I dropped off. Analogy: you go to the doctor with a broken arm and a broken leg, both breaks are repaired by the doctor BUT you walk out with a broken neck while under their care. Patient says "my neck wasn't broken" when I came in and the doctor replies "prove it". Morals and ethics are severely lacking and appeared to be some game he was playing me (a paying customer. Does not stand behind/correct issues they create while the vehicle is under their care.

  Business response

  05/19/2023

  from: McCormick Auto <info@mac1auto.com>
  to: Clay Andersen <candersen@wynco.bbb.org>
  date: May 19, 2023, 11:22 AM
  subject: RE: BBB Complaint ID 19969646
  
  To whom it may concern,
  
  Regarding the dispute on Chris Benson’s 1997 Toyota Land Cruiser and the repairs that were performed to the power steering and brakes on the vehicle. At the time of repairs the vehicle arrived on April 10th, 2023, and requested that we inspect the vehicle’s brakes and check for a fluid leak leaving drips on the garage floor. After testing and inspection it was determined that the brakes had an issue with the right rear brake caliper sticking and had damaged the braking components requiring replacement of the brake pads, brake rotors, parking brake shoes and brake hardware.
  
  The fluid leak was determined to be a rear main oil seal leaking oil and power steering fluid leaking from the power steering pump requiring replacement of the pump and performing a power steering fluid service. The customer declined the repair to fix the rear main oil seal but agreed to the power steering leak repair. The customer requested to please use OE parts for this repair and agreed to have us replace the power steering pump and perform the fluid service. During the repair, the power steering pressure hose was determined to need to be replaced due to it leaking power steering fluid as well.
  
  There were also other unrelated concerns and services that were performed after approval by the customer including wheel bearings, axle seals, oil leak testing and inspection as well as a courtesy vehicle safety inspection and the cost of fuel to be able to drive the vehicle after repairs were made.  Total cost for the invoice is $3,631.33.
  
  After the repairs were completed, the customer came back to the shop complaining of a ticking noise coming from the engine after repairs. McCormick Automotive Center offered to bring the vehicle into the shop and inspect the vehicle for the noise. The owner of the shop let the customer know that if the noise was coming from the engine was related to the repairs that were performed earlier in the week that our warranty and guarantee would cover the repair. It was explained to the customer that if the repairs were not related to work performed that there may be a cost associated with the repairs but would be discussed prior to performing repairs. Customer declined to have us inspect the vehicle and told us that he was going to take the vehicle to a different repair facility for the inspection. Customer took the vehicle to another shop and had them inspect and repair the vehicle for the noise coming from the engine. It was determined by the other repair shop that the noise was coming from the power steering pump gear and the gear needed to be replaced. Customer agreed to have the other repair facility make the repairs.
  
  McCormick Automotive Center does stand behind the work that is performed on vehicles repaired for 5 years and 60,000 miles and would have been willing to stand behind the repairs that were made on Chris Benson’s vehicle had they have been repaired at our facility. Mr. Benson chose to take the vehicle to a different repair facility to have repairs made. 
  
  Thank You,
  
  McCormick Automotive Center
  970-472-2030
  130 West Horsetooth Rd
  Ft. Collins, CO 80525
  www.mac1auto.com

  Customer response

  05/19/2023

  Complaint: 19969646
  
  I am rejecting this response because:

  I did take my vehicle back to be repaired to McCormick Automotive but ownership insinuated that I was lying/deceiving them that the noise that was present after their work was completed. They acted as if the noise might have been there prior to bringing it in for repair. It was not there prior to me bringing it in for the initial repairs which was highly insulting. Things escalated verbally (and mutually) during this conversation to the point the owner would not accept responsibility for the damage that was caused during their repairs (again he created some allusion that the noise may have been there prior to dropping it off for repair). He asked me to leave him premises during the dispute so not sure how that's standing behind their work/errors that they created. The repair facility that ended up fixing the noise did find the re-assembly of the gear driven power steering was not done properly so the noise was coming from the power steering gears not being put together properly. McCormick's just happened to be working on all of that during their repairs but their ownership wouldn't take accountability/liability for it. 

  Regards,
  
  Chris Benson

  Business response

  05/22/2023

  Thank you for your response. We stand behind our original statements made to Mr. Benson's complaint and do not have any other details to add at this time. 

  Customer response

  05/24/2023

  Complaint: 19969646
  
  I am rejecting this response because:this business does not correct their mistakes and insinuates their customers are dishonest. 
  
  Regards,
  
  Chris Benson

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