Complaints

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 9/27/2022 Amount of Transaction: $711.67 The business was to replace the back up assist camera which they did but they had the car ready to go when we picked it up so we did not use the camera till he next day. The next day I noticed right away that the camera view was not right. The bottom 1/2 inch of the display was showing the blue sky that should have been at the top of the display. We notified him right away and took it back for them to look at. I,m not sure why he didn't notice it when he installed it. He is supposed to be a qualified warranty repair person for Chrysler. When he could not get it right we wanted him to try a different camera but he said he couldn't until he tried some other stuff. He said Chrysler would not let him return it. So we told him then just put our old camera back in and give us the money back we paid for the defective camera and we will go elsewhere and he said HE COULDN'T PUT OUR OLD ONE BACK IN BECAUSE HIS EMPLOYEE THREW IT AWAY!!!I really don't believe that because that would be the first thing an auto repair employee should be taught. The old part according to the ********************* and Repair Act is supposed to be returned to the customer at the time the repair work is completed. Section 33 (1). He has a signed posted in the office that states this. He eventually gave us a refund for the camera he ordered and tax of $535.30 and he took that camera out. But we had to leave with the hole in the trunk where the camera goes until we can find someone to fix it correctly. We were still charged for the labor. Resolve. I think he is obligated to reimburse us for our old camera which he never returned to us as required by law. He threw it away supposedly. We now have a hole in the trunk where the camera used to be which is not good in rain etc. not to mention no back up assist camera. The whole situation is very suspicious. I don't want anyone else to go through this

  Business response

  10/13/2022

  In early August **************** brought his 2011 Dodge Charger in to have his inoperative back up camera diagnosed. I did so as shown on his invoice, removed the trunk liner, tested for power and ground to the camera which was a good 12v power source and good ground. That left the optic wiring which goes through the telematics gateway module. I advised *************** that I could check this wiring but would have to remove the telematic gateway which is located behind the instrument cluster bezel and would add quite a bit of additional diagnostic time, and I felt this really wasn't necessary as I felt the camera was the problem, but it was his choice. He agreed, and so he authorized the purchase of a new rear camera. It arrived and on August 18 the new camera was installed. It should be noted that when the car came in for diagnosis, when the shift lever was put in reverse, the the screen was black, no guide bars, no image whatsoever. With the new camera installed, now we had a clear image behind the car. I showed *************** that now we had good image from the camera. He paid his bill and left. A few days later, he called and said something was wrong with the camera. On August 25, he came back and we checked it out. The camera worked fine but he said he didn't have full view, there was a black strip on the bottom of the screen. He was correct in that but that black strip was the top of his black back bumper, I had him sit in the driver's seat, put the car in reverse and I put my fingers on the bumper so he could see it was the bumper. He agreed, but said his old camera didn't do that. That could be but his old camera was completely inoperative, so I have no way of knowing that. I told him that I would call the Chrysler dealership where I purchased the camera to see if I could get another one to try. They said they would have to order one from the distribution center and it was not returnable if we order it, The camera is of fixed mounting so no adjustments to how it's aimed are possible. He said he would think about it. A few days later he came and said the camera now would point up toward the sky. I could not confirm this, I had him sit in the car with me, I put the car in reverse and we both looked at the display and he agreed now it was fine but I called Chrysler again and told them what he told me and I asked them if this was a warrantable situation. They said yes and ordered me a new camera. On September 27 I installed the new camera, which to no ones surprise worked EXACTLY the same as the previous camera did. There was nothing wrong with the first camera and there was nothing wrong with the second camera. *************** said it was unacceptable so I told him I would refund the price of the camera, but not the diagnosis as it was correct. He agreed to this.  I told *************** that I am stuck with a $505 camera as I cannot return it. A check for $535.30 was issued the next day and cleared our bank on Oct 4. I told *************** I didn't have his old camera which was thrown away after the first camera installation, he NEVER asked for it and it never dawned on me to offer it as the new camera worked perfectly and there was no core on it. Now after the second camera installation and removal, he's concerned about getting his original camera back? I told him if I remove this second perfectly working camera I have nothing to put in place of it, he wanted it out.  I explained to *************** that the original camera was probably from a different vendor than the ones we received now as it's 11 years later. I have no idea to their claim of me being a "qualified warranty repair person for Chrysler", I am an ASE certified master technician with L1 as well. I feel I have bent over backwards for this customer and am really shocked he has pursued BBB. As far as I'm concerned I have done everything I could for them. 

  Customer response

  10/17/2022

   
  Complaint: 18203497
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  10/17/2022

  I dont need to ask for the part back as he states. By law he is supposed to return it at the time of repair. He has a sign posted in his office but doesnt follow through.

  Business response

  10/20/2022

  I am writing about the "resolve" portion of ******************* complaint. In his original post he states "I think he is obligated to reimburse us for our old camera" I am not sure what this means. Does he want another inoperative camera to fill the hole in his upper brake light lens, or is there some dollar amount that would suffice?

  Customer response

  10/30/2022

   
  Complaint: 18203497
  
  Well he said he threw our old camera away so what is he offering?
  
  Sincerely,
  
  *******************

  Business response

  11/23/2022

  ******************* complaint is that I did not return his old camera, and that I threw it away, all of which is true, and again, the reason was that the new camera fixed his problem, so I saw no reason to keep it as when he picked up his car after the camera was installed he never asked for his old part nor did I offer it as that never dawned on me to do so. Yes, I should have. So in that light, I am willing to purchase an **** camera for his ************************************************************************************** his 3rd brake light where the camera is mounted. I would strongly suggest that he uses it for this purpose only and not plug it in as I have no idea what problems it could cause, but it would fill the hole. I will send it to his address, I will not install it, This then would be exactly the same as me returning his old broken camera to him when I installed the new camera. That would solve his complaint and that is my offer

  Customer response

  12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

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