G & C Express Auto Services

***, [redacted] and I have spoken a few weeks ago Since then he has brought his car in for service an inspection Problem has been resolved [redacted] Helvetica;"> [redacted] & [redacted] G&C EXPRESS Tire & Auto Service www.gandcauto.com Office ###-###-#### Cell ###-###-#### Home ###-###-####

[redacted],
  [redacted]and I have spoken a few weeks ago.  Since then he has brought his car in for service an inspection.  Problem has been resolved.
 
[redacted]
Helvetica;">
[redacted] & [redacted]
G&C EXPRESS Tire & Auto Service
www.gandcauto.com
Office  ###-###-####
Cell     ###-###-####
Home ###-###-####

This gas been resolved with the customer. Date of this service was 4/25/14

Review: On January 30, 2014 I submitted a complaint regarding G&C Tire and Auto Service putting ATF in my CVT transmission in my 2010 [redacted] during the transmission service they performed on 10/2/12. G&C responded to the complaint I lodged by saying they would contact me to arrange getting my car for 8 business days with the intent to resolve the matter with the local dealership. I wrote [redacted] a letter on March 29, 2014 asking him to contact me so that we could proceed with his recommendation asking him to respond to me by April 11. To date I have not received any communication from anyone at G&C.Desired Settlement: I would like to proceed with the business' proposed solution or a complete refund of the original service ($239.95) and reimbursement of subsequent service performed by the dealership ($481.00).

Business

Response:

This gas been resolved with the customer. Date of this service was 4/25/14

Review: On 10/2/2012 I had the transmission of my 2010 [redacted] serviced by G&C which included having the fluid flushed and replaced. During November, 2013 the transmission started acting strange by slipping when the car was traveling more than 50 mph. I took the car to [redacted] on 12/2/2013 and had them replace the transmission fluid. When they drained the fluid they noted that the transmission contained ATF fluid which is red and not CVT fluid which is clear/amber. CVT is the manufacture's required fluid. A notation of this was made on the repair order but not pointed out to me so I was unaware of this. On 1/10/2014 I took the car to a [redacted] dealership to have the transmission looked at since it was still slipping. The dealership observed that the fluid in the transmission was tainted with ATF (red) transmission fluid and therefore the warranty was void since the manufacture's specifications had not been followed. I had them do a complete flush and refill of the transmission. I went to G&C on January 11 and provided them with a copy of their invoice/repair order from 10/2/2012 which shows that a transmission service had been performed and then indicates that "ATF1-ATF synthetic" fluid had been put in the transmission. I was told that they would share this complaint with management and they would get back to me. I then went to G&C on January 24th and talked to [redacted] the manager and explained the problem and gave him copies of the 10/2/2012, 12/2/2013 and 1/10/2014 repair bills. On January 30th I called G&C and was advised by [redacted] that the matter had been discussed with the owner and that he had been authorized to refund the cost of the transmission service of 10/2/2012 which was approximately $300.00. I advised him that would not be an adequate resolution to this matter because by their actions they had voided the manufacturer's warranty and apparently damaged my transmission. He said he was only authorized to refund the original service cost and nothing more than that.Desired Settlement: Since the manufacture's specifications were not followed and the transmission appears damaged, I want the transmission replaced with one that is warrantied for at least 36,000 miles.

Business

Response:

[redacted],

I will contact [redacted] to have him return with his car so we can attempt to resolve his transmission concern. Vehicle is out of G&C warranty. The vehicle’s existing new car warranty has expired. Customer has had at least two other shops service the transmission since G&C serviced it. This transmission - made by [redacted] is so plagued with problems that [redacted] has had to alter it’s warranty. If the customer is able to leave the car with us for 8 business days, we will attempt to resolve this issue with the local [redacted] dealer. Our desired outcome will be that **. [redacted] has a properly functioning transmission with the existing factory warranty.

Review: On January 30, 2014 I submitted a complaint regarding G&C Tire and Auto Service putting ATF in my CVT transmission in my 2010 [redacted] during the transmission service they performed on 10/2/12. G&C responded to the complaint I lodged by saying they would contact me to arrange getting my car for 8 business days with the intent to resolve the matter with the local dealership. I wrote [redacted] a letter on March 29, 2014 asking him to contact me so that we could proceed with his recommendation asking him to respond to me by April 11. To date I have not received any communication from anyone at G&C.Desired Settlement: I would like a transmission that is in good working order and condition and under the manufacturer's warranty.

Business

Response:

[redacted],

[redacted]and I have spoken a few weeks ago. Since then he has brought his car in for service an inspection. Problem has been resolved.

Review: List of events and problems at G and C Auto [redacted] VA

Vehicle 1996 Chevrolet Caprice - 350 LT1 5.7

On April 29, 2013 I had my car towed to G and C Auto in [redacted] VA because it would not start. I told them that I believed oil had gotten in the distributor and caused a distributor failure. Previously when I took my car there for a safety inspection they noted an intake manifold gasket oil leak, and a possible leak from distributor area.

On April 29 [redacted](G and C Customer Rep) told me that my car wouldn’t start because it was the distributor. I asked them to fix the oil leak and the distributor. They said the oil leak required the intake manifold gasket replacement. To do both jobs the total was 1364.37. I thought they were replacing the distributor but when I received my final bill they did not replace the distributor, but only the distributor cap and rotor. However, they replaced the ignition module which was never discussed. They also charged me $47 dollars for replacing the oil which was not discussed either, nor requested.

On May 6, 2013, after having my car for a week, I picked it up and it was squeaking so horribly that I had to turn right around. They said it was the belt and I was charged an additional $55.67 dollars to replace it.

On May 7, 2013 the very next day my check engine light came on and the code showed an emissions problem in the EVAP system.

On May 9, 2013 I noticed oil leaking worse than before I took it in. The area was up around the water pump and distributor.

On May 14, 2013 I returned my car and told them it was leaking and looked like it was from behind the water pump. I asked [redacted] if they replaced the water pump drive seal. He said he would have his technician look at it. He called me later that day to tell me the crank seal was slinging oil all over the place and he was going to give me a price to fix it. I told him that was funny because it was not leaking from that seal (crank seal is below the water pump and distributor) when I had it on jack stands two days ago. He recommended the leak test and I said fine. I immediately went down there to see my car. While on the lift we looked and saw that it was coming from behind the water pump. I said to him that I thought you said it was slinging oil from the crank seal? He did not respond. However, he wrote on the ticket (which was another $84.19 for the leak test) that I said it was coming from the crank seal. I asked their mechanic if the water pump drive seal was replaced and he said, “no”. [redacted] then wanted an additional $300 to remove the water pump again and replace the water pump drive seal that should have been replaced when they took the water pump off the first time. I took my car home to do the work myself.

When I began to do the work myself, this is what was discovered:

Two of my spark plug wire boots had broken chunks missing at the distributor which left partial exposure of the plug wire. I had to buy new spark plug wires for $129.00

My optispark distributor wiring harness clip was snapped off completely and was silicone into the new distributor cap. The oil entered into the distributor through the broken harness clip and has again compromised the optic trigger. I had to buy a new distributor at $279.00. Also had to buy a new wiring harness for $36.45

After tracing down the emission vacuum lines and switches, I found that the evaporative emission can purge vacuum switch (which has a small vent hose) was filled with silicone. AC Delco Part #212-577. I had to cut an inch of the vent hose until I saw no silicone. I reset the code on my car and have not had an issue with the check engine light.

I talked to a certified mechanic at [redacted] Chevrolet ([redacted], [redacted] VA) on 5/23/2013 in reference to procedures. He informed me that when coolant or oil compromise the distributor that the entire distributor should be replaced because of the optic trigger within. He also said that the water pump drive seal should have been replaced as well when that job is done.

The auto shop refused to warranty the initial job and fix the leak, and owner refuses to refund any of the money for the horrible repair.Owner [redacted] claims it was miscommunication and his solution was to part ways.

[redacted]Desired Settlement: I would like a refund for the entire cost since they have damaged parts on my vehicle, have lied and would not do the repair professionally like it should have been done. They have cost me much time and money.

Business

Response:

Date: 6/04/13

Subject: American Express Dispute

Customer [redacted] was charged $1,364.37. This charge is correct for services rendered-

[redacted] was the service advisor for this repair. G&C stands behind their work on this vehicle.

No credit is due. Below is a response to the concerns issued by **. [redacted] in letter dated May 29, 2013.

• 3/29/13 receipt noted that it was for re-inspection and that G&C stated “a possible manifold leak and oil leak from the valve covers or distributor", The actual Repair Order 0128137 noted several things. First is that the re-inspection service was declined by the customer. The * customer wanted the re-inspection done and stated to our service advisor that "you have to wiggle the wires underneath the dash to get them to work". We advised customer that we could not do that and pass the vehicle. As a side note the car was actually brought to our shop on January 2, 2013 for State inspection and failed at that time for the brake lights not working properly,

The second item is the statement by **. [redacted] that we stated "a possible manifold leak and oil leak from the valve covers or distributor". What is stated on the repair order is that we "Found oil leaking down engine. Possible coolant leak at the intake manifold. Oil leak may be from valve covers or distributor. So much oil can't tell where leak is coming from". The last sentence on the repair order for this issue is a major point. "So much oil can't tell where leak is coming from". This statement is very clear. It should be noted that on this repair order, another line item recommends an oil dye check to help identify where the oil leak is coming from. **, [redacted] declined this recommendation.

• 5/6/13 receipts referenced several repairs performed by G&C. **. [redacted] stated his

displeasure with our services and that repairs were unprofessional and did not resolve the problem.

Car was towed to our facility on Sunday, April 28, 2013 (shop is closed on Sundays). We have a Night Drop box used for such occurrences. No phone numbers were left on the form for us to contact the customer. On Monday morning, April 29, we were contacted by **. [redacted].

He stated that it was towed in for a no start condition and that he thought that oil was leaking into the distributor causing no start issue. [redacted] also noted that his key was cracked and was in a fragile state.

As a first step, we performed diagnostics on starting system and found a faulty cap and rotor. Recommendation was to replace these. These repairs were approved. It is important to note here that the customer stated to our advisor that he only wanted to have us do work to get the no start condition resolved. We reminded him that the oil leak was severe and that the most appropriate course of action was to perform the dye test for leaks. He still declined to do this work. In addition to the distributor cap and rotor replacement, we recommended replacing the spark plugs and wires as well. He declined to do this work also. We also recommended replacing the intake manifold gasket as part of the oil was clearly coming from this area. This work was approved.

As work on the vehicle proceeded, we found metal fillings in the intake valley and noted that major engine damage could result from this and that we cannot tell where these pieces were coming from. **. [redacted] again declined to have us do or diagnose any repairs for this and only wanted us to proceed with work approved. Once work was completed, no leaks were seen from this area and we ran the vehicle for an extended period to ensure the coolant was not leaking either. The only issue we had was a "ticking" noise coming from the engine. Customer was advised and was not concerned with this noise.

When picking up vehicle, customer noticed squealing noise. Determined that the serpentine belt needed replacement.

Customer returned again on May 14, 2013 and stated that he still had an oil leak. Also the check engine light was on. At this time we again recommended the dye check for oil leaks and he agreed. The dye test showed the leak to be at the waterpump driveshaft are and we recommended replacing the seal and the waterpump driveshaft. Customer declined these services.

• Should also note that customer shared with our service advisor that he had recently had another shop replace the motor in this vehicle and was not happy with the services provided.

We recommended to **. [redacted] that he should take the vehicle back to that shop and have them perform work under warranty.

The charges are correct for the services provided and G&C Tire and Auto stands behind their work on this vehicle.

List of events and problems at G and C Auto [redacted] VA

Vehicle 1996 Chevrolet Caprice - 350 LT1 5.7

On April 29, 2013 I had my car towed to G and C Auto in [redacted] VA because it would not start. I told them that I believed oil had gotten in the distributor and caused a distributor failure. Previously when I took my car there for a safety inspection they noted an intake manifold gasket oil leak, and a possible leak from distributor area.

On April 29 [redacted](G and C Customer Rep) told me that my car wouldn’t start because it was the distributor. I asked them to fix the oil leak and the distributor. They said the oil leak required the intake manifold gasket replacement. To do both jobs the total was 1364.37. I thought they were replacing the distributor but when I received my final bill they did not replace the distributor, but only the distributor cap and rotor. However, they replaced the ignition module which was never discussed. They also charged me $47 dollars for replacing the oil which was not discussed either, nor requested.

On May 6, 2013, after having my car for a week, I picked it up and it was squeaking so horribly that I had to turn right around. They said it was the belt and I was charged an additional $55.67 dollars to replace it.

On May 7, 2013 the very next day my check engine light came on and the code showed an emissions problem in the EVAP system.

On May 9, 2013 I noticed oil leaking worse than before I took it in. The area was up around the water pump and distributor.

On May 14, 2013 I returned my car and told them it was leaking and looked like it was from behind the water pump. I asked [redacted] if they replaced the water pump drive seal. He said he would have his technician look at it. He called me later that day to tell me the crank seal was slinging oil all over the place and he was going to give me a price to fix it. I told him that was funny because it was not leaking from that seal (crank seal is below the water pump and distributor) when I had it on jack stands two days ago. He recommended the leak test and I said fine. I immediately went down there to see my car. While on the lift we looked and saw that it was coming from behind the water pump. I said to him that I thought you said it was slinging oil from the crank seal? He did not respond. However, he wrote on the ticket (which was another $84.19 for the leak test) that I said it was coming from the crank seal. I asked their mechanic if the water pump drive seal was replaced and he said, “no”. [redacted] then wanted an additional $300 to remove the water pump again and replace the water pump drive seal that should have been replaced when they took the water pump off the first time. I took my car home to do the work myself.

When I began to do the work myself, this is what was discovered:

Two of my spark plug wire boots had broken chunks missing at the distributor which left partial exposure of the plug wire. I had to buy new spark plug wires for $129.00

My optispark distributor wiring harness clip was snapped off completely and was silicone into the new distributor cap. The oil entered into the distributor through the broken harness clip and has again compromised the optic trigger. I had to buy a new distributor at $279.00. Also had to buy a new wiring harness for $36.45

After tracing down the emission vacuum lines and switches, I found that the evaporative emission can purge vacuum switch (which has a small vent hose) was filled with silicone. AC Delco Part #212-577. I had to cut an inch of the vent hose until I saw no silicone. I reset the code on my car and have not had an issue with the check engine light.

I talked to a certified mechanic at [redacted] Chevrolet ([redacted] VA) on 5/23/2013 in reference to procedures. He informed me that when coolant or oil compromise the distributor that the entire distributor should be replaced because of the optic trigger within. He also said that the water pump drive seal should have been replaced as well when that job is done.

The auto shop refused to warranty the initial job and fix the leak, and owner refuses to refund any of the money for the horrible repair.Owner [redacted] claims it was miscommunication and his solution was to part ways.