Complaints

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told my truck had misfires in cylinder 4 and 7. He suggested a tune up. Plugs and wires. Upon my arrival home, he was still working on the vehicle. He informed me that the coil to #4 cylinder was broken and he had to fish the parts out of the head and replace the coil. He then finished the tune up. He started the truck and it had a new bad wire and was making noise it wasnt before. He needed to come back next day to reset computer and change the faulty wire. I paid ****** since I was going to be going out of town that day. 2 days later he said it was fixed. I arrived back on sunday and the truck had no engine light on but still idled and ran rough. on monday the engine light came on and started flashing showing a hard misfire. I parked it and sent pic and messages to Fast ts. Numerous attempts were made on Tuesday and wed to reach the company via text, calls, and voicemail. No return at all. I had another shop tow it in and diagnose. They said all cylinders were misfiring some but 4 and 7 were still worse. 4 had a broken coil. So either Fast T did not replace it as said, or they did and broke the new one. Either way I should not have had to pay for that. Fast T is ghosting me and I am very dissatisfied with the service. The problem was resolved with all 8 coils being replaced by *************** which cost me another ****. Fast T should reimburse me the cost of labor and parts for the coil. They lied about fixing it or did faulty repairs and broke it putting new one on.

  

  Business response

  06/15/2023

  We just returned to town from our own trip this week and are disappointed to see the negative review of Fast T's Mobile Auto. We did not ghost you, it is clearly posted on our business listing that we are closed until 6/13.

  We pride ourselves on our honesty and integrity, and we would never intentionally mislead a customer.

  
  

  In this particular case, the customer brought their car in for a misfire and requested all 16 spark plugs be replaced. We diagnosed the problem and determined that the spark plugs, spark plug wires, and one coil were all bad. We also pointed out that other coils may be bad or broken as well. We replaced all 16 spark plugs, 8 spark plug wires, and the one coil while the customer was present. We even showed him the broken coil and all its pieces.

  
  

  We explained to the customer that the next step would be to replace the remaining 7 coils if the misfire persisted after replacing the spark plugs. However, the customer decided not to have us do this at that time.

  
  

  We are not sure why the customer is claiming that we did not replace the coil. We have a clear record of the work that was performed including video, pictures as well as receipts, and we are confident that we did everything we could to fix the problem. I have attached a photo of the quote invoice for the coil, and I can also attach one that shows it was paid for as well that same day, and delivered to me by Oriellys at the customers home where I was working.

  
  

  We would be happy to discuss this matter further with the customer. We are always willing to work with our customers to find a solution that meets their needs. I have reached out to the customer as well. This is what I said " 

  Well, I am disappointed with your disappointment in this whole ordeal and in myself. ?? I am an honest man, and I have to agree, I should have driven it. I also agree that this was a setback for you, and I apologize about the weird timing of it all. I really should have driven it, and I did not. This was the first time I left town in 2 years, so that is also uncommon for me, so to be truthful, I would have felt the same way, not knowing I was out of town. This phone is a business cell that remains charging when we aren't open. It is not my personal cell, so I didn't know anything about your situation until yesterday. Feel free to call my voicemail. It should still say we are closed until the 13th. I'm so sorry for the misunderstanding. As far as the coil, it literally just plugs onto the spark plug and has one small 10mm bolt on the very top of it. I assure you that I did not break it because I did not install it with power tools, so it is impossible to break it unless they did. I would love to see the pictures because I am convinced now that *************** may not be so honest. Either way, I have already said I have no problem refunding the cost of the coil and was willing to come and talk to you in person to help you be happy immediately today even though I am not back open yet. The pictures would be awesome too, so I can get reimbursed by my supplier as well because I purchased it and would like my money back as well because I have a family I am supporting. I am sorry this has been a poor experience as I try to aim for 100% satisfaction. I am willing to refund the coil as you requested and offer a gift certificate as well for a free service call to help ease the damages. Hope you have a nice afternoon, and thank you for your time and understanding."

   

  He has not responded.

   

  In addition, we would like to point out that the customer only paid $860 for all of the work that was performed. This is a very reasonable price, and it is obviously significantly less than what the customer would have paid at the other shop seeing how removal and installation of those coils is part of spark plug replacement. $860 vs $3000

  
  

  We believe that the customer is being unfair in their review. We have always been honest and upfront with our customers, and we have always provided quality service at a fair price. We hope that the customer will reconsider their review and give us another chance to earn their business. We will be calling you soon as we have your phone number on file.

  
  

  Sincerely at Your Service,

  -Fast T

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