Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25th, 2022, I brought my Infinity G35 into Procter Automotive to look at my throw out bearing because it was beginning to screech when depressing the clutch pedal in. I paid a diagnostic fee in order for them to take a look at the issue. Other than the bearing screeching, the car still drove correctly. Procter Automotive checked the vehicle and diagnosed that the clutch bearing, slave & master cylinder, pressure plate and transmission front cover would need to be replaced. When given back the car on August 21st, I was told that the clutch pedal assembly would need to be looked at since the pedal was loose. The clutch was not engaging until practically touching the floor. The gears were hard to shift into. The check engine light was on even though previously it wasn't. On August 26th I left for deployment so there was no way I was able to bring my car back to Procter Automotive to re-check what was done to the car. The car sat in Dyess AFB parking lot untouched until I returned to base March 8th, 2023 in which I needed to use my car to get to and from work. I called Procter on June 1st regarding the condition of the clutch and how it was not functioning correctly. I was told that I would need to pay a diagnostic fee. I refused to pay the fee because of the condition it was left in, therefore I decided to take my car to Clark Nissan Dealership. The dealership found issues with the clutch system and informed me that there was previous faults with the clutch system. The car was fixed and adjusted correctly by Nissan Dealership at which they informed me that the previous system was incorrectly installed. I have documentation stating this. After the job was done, I called Procter Automotive to see if there was anything they can do to mediate. They questioned what the cause and issue was. I informed them of all the faulty issues the dealership found in which I was deflected away. They told me the issues my car was having did not reflects the mechanics labor .

  Business response

  06/14/2023

  When the vehicle originally came into the shop on 07/25/2022, we informed the customer that the Check Engine Light was on. It was also noted that the vehicle was missing one lug nut off of each wheel when the vehicle arrived. The customer declined looking into the check engine light and didn't want us to do anything with the missing lug nuts. We did replace the clutch disc, pressure plate, slave cylinder, master cylinder and the front plate on the input of the transmission. We did not remove or do anything to the flywheel. When the customer called in the beginning of June he told the service writer that he had a Check Engine Light on. He did not say anything about a clutch issue. That is when the service writer informed him that there would be a charge for checking the Check Engine Light. We never charged him previously for checking the Check Engine Light. I have attached the the original ticket that shows that the customer was informed of the Check Engine Light at the time the car came in originally. 

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