Complaints

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• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having reached out to Randy, repeatedly it seems, his only response was to ******* ********* the owner of the truck. What truck? ******* and I in a relationship, decided to have her truck checked, to determine source of the malfunction. We settled on J&S to perform the diagnostic testing. I personally took a stroll of the reconditioning area. It appeared to support their claim to be proficient in this specialty. I worked abroad an aircraft carrier, in my youth. Deligating tasks, was my appointed station of duty. These were aircraft repairs. The point I mean to emphasize, that certification in all areas of maintenance, was required and documented. I spent approximately $3000.00. Roughly $1500.00 on labor and $ 1500.00 on a reconditioned transmission, which I purchased elsewhere. In response to my query. Do you finance? Randy steered me to One Financial. Loan was secured and used towards their compensation. This loan increased the cost of the repair significantly. After paying for the transmission repair, Randy informed us of another discrepancy, spark plugs need changing. We authorized Randy to proceed with preforming that task. Shortly thereafter we were informed of work stoppage, resulting from a broken spark plug, that required a special to to extract the broken plug. We acknowledged authorized the continued effort to correct the problem. I am supposing we are to return to One Financial for additional funds to satisfy the account. Did not happen. We were informed, that it was our responsibility for charges incurred the lack of professionalism his employee displayed. No we will not stand for that attitude. At which point ******* Peterson, owner of the truck, lost confidence in the shop (J&S). No need for any additional negotiation, it was decided that Performance Ford of Clinton complete the task. Performance Ford did an initial accessment to find, the engine had been disassembled (heads uncovered) with water inside engine cavity. Replacing the engine solution

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 10, 2022/12/01) */ In reading the statements made by Mr. ******** concerning Ms. *********** vehicle I was reminded that this has already been discussed through the BBB approximately a year ago. In short it is very unfortunate that everything happened the way it did. We replaced the transmission in Mrs. *********** truck and during the test drive we noticed that the engine was misfiring and recommended replacing the spark plugs to solve the misfire. Mr. ******** gave the authorization to do so. During the process of replacing the spark plugs all were able to be removed seven of the eight spark plugs. That one was seized in the head and unable to be extracted without breaking it. The plug did break off and we were unable to remove the threaded part of the plug without removing the head and drilling it out. This is when Mr. ******** decided that they were not satisfied and wanted to take the truck to another shop. Two things to note are that the truck had approximately three hundred thousand miles on it and it appeared to have the plugs that came in it from the factory and the plug would have broken no mater who tried to remove it. To address the other issue of water contamination causing the need to replace the engine instead of repair it, Mr. ******** was made aware of the engine being partially disassembled and he didn't want to pay for us to reassemble because of the cost and the other shop would have to disassemble the engine back to the state it was at to make repairs which would result in them paying double. The engine was not protected by the other shop and was left open which allowed water to enter the engine causing them to deem the engine no good. As I stated before it is very unfortunate that everything happened the way it did but I don't know how we could have done any more than we did to resolve the problem. Mr. ******** tied our hands when he decided to take the truck to another shop instead of having us to fix it. It is our desire to satisfy every customer unfortunately sometimes our hands are tied and we are unable to do so.