Complaints

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the beginning of January, 2022 I took my car to this place. I needed a new heater core because mine was leaking on the passenger side and driver's side, inside. My warranty company approved them and would be paying them $800 plus dollars and I'd pay a copay of $100. I got my car back the next afternoon with a 12 month warranty. I took my car back a day or two later to have them tighten the steering wheel because they forgot to do that and they adjusted something under the dash. Again I went back and told them there was hardly any heat. A man in charge told me they would charge me because it wasn't their fault. I left. I went back in March and told them no heat at all. The knobs would not turn also. They again said not their fault. I froze up until warm weather when I drove. I asked for a refund and told no. In the summer I bought a brand new heater core from dealership, $600 and someone put it in and charged me $600. I have the old heater core and Milo's and Greg's either rigged the one in my car or got one from a junkyard. They charged me for putting a new one in and didn't put a new one in. My warranty company could not help me. I paid $1200 out of pocket because Milo's and Greg's did not do the work promised. Also, no heat at all. I want, if possible, all my money back in my hands,, ($900 +). I had to pay out of pocket for work they were paid to do. And Milo's and Greg's messed up the heater inside where parts are delicate. I don't have antifreeze leaking but the heater will never work again. I had to buy a tiny heater that plugs in to the cigarette lighter. I freeze again when driving because they messed up the heater. Also, I can't turn the knob to get cool air. The knobs are stuck. Please help me, if possible, to get a full refund or partial refund. They won't give me another copy of my receipt or warranty info. Thank you.

  Business response

  01/16/2023

  Please see the attached response to this complaint.

  Response to Complaint ********
  Good afternoon,
  In response to complaint # ********, there are several points that need to be clarified. 
  • When the vehicle was brought in to our shop for repairs on 1/12/22, the heater core was leaking. In addition, the heater controls were not operational. We informed the customer of these concerns. In fact, there is an advisory note on the original invoice which clearly states, “Need to replace heater control and cable (binding)”.
  • I made several attempts to schedule an appointment to recheck the vehicle in order to determine the cause of the concern. The customer stated that she wanted a guarantee that the cause of the concern was covered under the warrantied repairs and that there would be no cost to her to address the issues she was concerned with. I informed her that in order to accurately diagnose the problem, several components needed to be removed. She was told that if the source of the concern was in fact a faulty new heater core, the repair would be covered. I also informed her that if the cause of the concern was in fact something else, an estimate for the needed repairs would be provided so that she could decide how she wanted to proceed. She declined to schedule an appointment, and I didn’t hear from her for several months. 
  • On June 29th, the customer returned to the shop stating that she needed to get the car looked at because there was still a problem with the new heater core. Once again, I scheduled an appointment for her to drop off the car so that it could be diagnosed and repaired. Since the heater core replacement takes over 6 hours, I told the customer that she would need to leave the car with me. The reason for this was so that if it was determined that the heater core was in fact leaking, we could repair the problem at that time. Believing that she was in fact going to bring the car in on the date scheduled for the inspection and possible repairs, I contacted Parts Authority, the company that I had purchased the heater core from in January, and had them send me another new heater core. The customer, never showed up for the appointment. That was the last that I heard from this customer. 
  • The statement that was made by this customer that the heater core we installed was “rigged or from a junk yard”, is completely false and unfounded. The part installed came from Parts Authority. It was a new heater core. The part number, which is clearly stated on the invoice, was ******.
  • This customer’s statement that we wouldn’t give her another copy of her receipt is also false. At no time did she ask me for another copy of her receipt. If she had, she would have been given one. 
  We work diligently to ensure that we meet the automotive repair needs of all of our customers in a timely, efficient and economical manner. The fact that we have been in business serving our community for over three decades is proof of our commitment to exceptional customer service. That being said, and having corrected the above statements which had been misstated or false, I am willing to work with this customer to resolve this issue. 
  Here’s is what I can do:
  • She stated that she has the heater core that we installed. I need that back so that I can return it as defective to Pars Authority. 
  • Since we clearly stated on the invoice, as well as informed the customer of the preexisting malfunctioning of the heater Control, the correction of that concern is her sole responsibility. 
  • Most of what she was charged for the original repair was paid for by her extended warranty company. As she stated, she only paid 100.00 at that time. Therefore, in order for me to refund the entire amount to this customer, she will need to email or deliver a letter to me stating that she is accepting the refund from me and that if at any time, for any reason, the warranty company request a refund for this covered repair, it will be her responsibility to repay the warranty company. Without this statement from her, I will only be able to refund, to her, the amount that she actually paid to us, which was $100.00.
  • Also, in order to process a refund for this repair I will need a statement, from her, acknowledging the receipt of the refund and the release of any and all liability pertaining to this repair.
  • If she provides me with the defective heater core and the requested statements, I will issue a refund to her in the amount of 906.78, which was the invoice total for the repairs dated 1-12-22.
  I want to make it absolutely clear that I am willing to issue this refund as a sign of Good Will. In no way is the issuing of this refund an admission of guilt or acknowledgement of any wrong doing. If this customer would have kept her appointments and brought the vehicle back for repairs, all of this would have been avoided.
  Please contact me with and additional concerns or questions.
  ****
  

  
  

   

  Customer response

  01/25/2023

  I gave back the heater core and rec'd my money.  I went to the repair shop this morning and received a full refund for work they said they did on my car.  I still feel they didn't do the needed repairs. I stick to what I wrote in the original complaint.   ****, one of the owners, is very rude still.  I'm glad I rec'd a refund and am done with this.  I thank you very much BBB, for your help in this. 

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