Complaints

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * The transaction date occurred between Elmo auto repair and I (*************************) on 3/15/2023 * I paid $470 plus $ ***** tip * Elmo **** was supposed to look for a fuse and change it before diagnostic any other problems.* the nature of the dispute was work without permission, overcharged for garage time and parts.*I had taken my automobile to Elmo ****. after buying a brand new battery from **** Club, I had talked to the business owner ***** about checking the fuses before proceeding with any work. Instead of checking for the fuses first, they proceeded to work on the starter, and once they found out that the problem was not with the starter. They started on fuses second .They had to call in a specialist to check the fuses because they could not find it, ( it was with all of the other fuses by your feet ) I was charged garage time when my car was outside. They found out that it was a simple fuse and ***** had the bill shifted over into a manipulation of charge for garage time. The mechanic apologized and said said "He can account to everything. He had given me his name and number with an apology and an explanation. He no longer works for ***** and was not given the $30 tip. I have witness account and I have tried to resolve this respectfully *Elmo **** also installed parts in my vehicle without asking permission such as .."topping off" my power steering fluid for, replacing a new battery in my key fob and other parts. Time that the mechanic can confirm was fraudulent. *The end problem was a $5 fuse. I have talked with plenty of mechanics who have confirmed that "A shop should not have to hire someone to come in to find a burnt fuse nor the Diagnostics of checking for one, or having a specialist". I have talked with many mechanics who also said that "Garage time have rules on charging customers for leaving automobiles that are not being worked on to be left in the garage, to build up garage time."* The business has not tried to resolve the problem

  Business response

  07/28/2023

  There are two sides to every story.Our cameras and notes captured the truth. At Elmo Auto Repair we are respectful and professional. ******, your permission was given verbally on February 28,2023.  You requested us to install your (customer supplied) new front bumper guard to your specification. A happy customer who requested a photo be taken of your new bumper to share with others.
  March15, 2023, ******, you had your vehicle towed to our shop after hours. Next business day, we recognized your vehicle and contacted you regarding the unauthorized tow. You provided us with permission to diagnose the vehicle no start problem. Numerous phone conversations throughout the entire process of diagnosing. By understanding and signing the invoice, you agreed to the price by paying the amount on March 16,2023. Without an appointment and understanding your emergency, it is our normal everyday practice to diagnose to get customers in and out, same day.
  To recap:  Our mechanics started to check out your vehicle and noticed that when someone installed the starter/solenoid, they didn't set/tighten all connections. There were missing nuts and the battery cable bolts, nuts and washer connections were installed improperly with a s**** for contact. Also, battery terminals were damaged. Hours of troubleshooting were traced to a previous faulty installation with fuses blown from the lack of connections, battery and knocking out your vehicles auto remote start key fob which required re-programing. Our mechanics fixed your vehicle for under the previous agreed amount. Once everything was explained to you, you indicated that you had installed the battery purchased from **** Club. As a repeat customer, you received a discount. You thanked us for getting your vehicle fixed.
  Next day, March 17, 2023, you returned for yet another request. ******, you changed your mind and wanted us to reset your front bumper and wanted a quote to install Baja lights on your vehicle. We elected not to install the Baja lights because you preferred a different location on your bumper aside from the factory holes provided. We suggested a 4x4 shop as they specialize in Baja lights/electrical and drilling a new hole in your new bumper could lead to centering/setting issues. (Please remember, we elected not to charge you for re-setting your front bumper (half hour shop time) which was a savings to you)This was your choice to have your bumper reset twice. 
  Revisiting on April 14, 2023, with the same request for installing the Baja lights. We apologized for not being able to help with your Baja lights but again suggested another professional.   The tow in March into July, from what transpired we feel that you have  fabricated a story only because we elected not to install your Baja lights.  My mechanic only gave you his number because you both bummed into each other at the gym, at that time he apologized because he understood your hardship stemming from the tow.  Your facts are incorrect when you stated a specialist; our mechanics got your vehicle fixed.  Shop rates are for time spend whether it is outside or in the shop.  You failed to mention about the discount on the invoice you received. ******, you didn't give a $30.00  tip and you know as will as I, that is farfetched from the truth. By suggesting that you gave a tip, indicates a happy customer and not a recent (July 5th) unhappy customer. (March - July= 4 months later)  Towing your vehicle here and with your permission to fix it doesn't entitle you to a full refund...  I am happy to know you have other mechanics to count on and we wish you nothing but the best going forward.

   Elmo Auto suggests all customers make calls to inquire for quotes which fit their budgets, regarding repair costs.  

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