Brian & Jim's Automotive Service

Review: Began patronizing Brian & [redacted]’s on 4/23/14 as an alignment referral from a certified BMW specialist in DE. I found B&J to be knowledgeable and professionally accommodating to my needs which were; purchasing and bringing my own parts as needed (in effort to stay abreast with my vehicle maintenance) and the coordinating of service repair time frames as my vehicle is my transportation to and from work. Including the 4/23/14 visit, there have been a total of 4 service/repair visits as follows:

• 4/23/14: Alignment, diagnostic test for SES/rattle/idle (with read out), general inspection, diag. recommendation codes cited by Brian & [redacted]’s. Customer stressed repairing rattle sound/rough idle.

• 5/2/14: Front brakes, diag. recommendation codes cited. B&J per [redacted] needed more time to pinpoint rattle.

• 6/19/14: Mount and balance front tires, wiper blades, diag. recommendation codes cited. B&J per [redacted] needed more time to pin point.

• 12/22/14-12/23/14: SES/rattle/idle issue (exhaust gasket), Oil change, lube and check fluids, Install fog lights, trouble shoot and/or repair left amber turn signal light (front).

• Note: I’ve had the rattle assessed by 2 mechanics who both have confirmed a leak in exhaust and recommended exhaust gasket replacement.

Detail/Actions: On 12/16/14 (give or take a day) I called B&J to have items on my 2001 BMW330ci repaired. I requested to have an oil change, fluids checked and topped off, replace both fog lights, install and tighten exhaust gasket, which had been previously (independently) diagnosed as a leaking exhaust, and change left turn signal light bulb. It was mentioned by me the left turn signal light would work on an intermittent basis. I’ve had the issue diagnosed previously (BeamerAuto) prior to relocating and preferred to approach the current repairs based on service history. I communicated having purchased all parts required for job, minus the left turn signal bulb/parts, which I expected to be used.

I called back on 12/19/14 to confirm appointment, gauge repair time and to acquire a repair quote. I mentioned needing the car back preferably before the holiday (Christmas) or the Friday after, worst case. I was told by [redacted] my service requests would be accommodated. I dropped the car off the morning of 12/22/14 (8:30am). [redacted] received my car for service and told me everything was set and that I would be notified of as things developed (as in once they started to work on the vehicle). Note: At the time of my last service visit [redacted] told me he would need the car a few days to clean up the exhaust issue which, technician-J[redacted] felt was due to a mass air flow sensor. The three diagnostic codes my vehicle has produced, per “recommendations” section of my past three service invoices). I called B&J around 1pm on 12/23/14 to determine repair progress and expected cost. [redacted] told me they were still looking at it and someone would call me back before they closed. I received a VM from [redacted] of Brian and [redacted]’s around 3:45pm indicating the vehicle would be ready on 12/23/14 by close of business (5pm) and I could come pick it up at that time. I called back around 4pm and asked what had been repaired and the total cost.

[redacted] accepted my call and informed me the guys were still working on the car and would have to give me all the information when I picked up the car as they had been “super busy”. I took my father with me to pick up the vehicle, arriving at B&J at 4:50pm. We came in to pick up the vehicle, first speaking with [redacted] who said they were finishing up the car and bill. I had been given a written quote my first visit and oral quotes (then written) the previous service visits but not in this case, although I didn’t think much of it. After waiting inside the shop for about 10-15 mins I was told the car, which was parked outside on the street was ready along with my bill. I was asked to see [redacted] to make the payment. I was then given an invoice along with my key.

I quickly reviewed the invoice as B&J was now closed; everything appeared to be addressed on this invoice so I paid and proceeded to inspect the vehicle. Upon starting vehicle I noticed the same low idle rattle and check engine light as when I put the vehicle in the shop. I went back to inquire. It was dark outside. I spoke with [redacted]. I expressed concern regarding the rattle and to further inquire into the specific nature of the repairs. I was told by [redacted] the repairs per the invoice were completed and that his technician had to spend the majority of time “rewiring my vehicle” as there was “considerable damage” and that it “may or may not” solve the Issue. The wiring issue was never brought to my attention prior to then ([redacted] telling me during his explanation).

I was disappointed by his explanation as it didn’t make sense. [redacted] went on to say I could bring the car back so they could look at it longer. This also didn’t make sense, considering B&J informed me my vehicle was ready for pick up after having it two full business days. At that time I figured it would be best to look at the vehicle in further detail once it was day light and after being able to test drive for a period of time.

Following the holiday, I looked the car over in detail and found no noticeable performance improvements, partially filled fluids, a loose secondary air pump, loose exhaust gasket, my parts box along with two unused fog light bulbs.

I then took my vehicle (12/27/14) to another mechanic to have my findings under the hood confirmed, along with having the vehicle put onto a lift to assess the exhaust gasket for the third time.

On 12/30/14 I called to express my frustration with my past service visit and seek remedy. [redacted] accepted call and transferred me to [redacted]. My chief complaints were unauthorized work, the lack of repair to the exhaust gasket, reoccurring left turn signal failure (same intermittent issue) and the discovery of unused parts. [redacted] became defensive and deflective. He then went further to question my knowledge of the workings of my vehicle. It was expressed by [redacted] that his technician had spent “considerable time” on my vehicle and that he “could’ve charged me more” but didn’t. He also indicated that he returned the vehicle because I “needed it back by the holiday”. I felt the conversation was losing focus and attempted to redirect it. My primary issues were my repairs as requested were not completed, my parts weren’t used, B&J refused to provide a quote or expected repair time ([redacted] expressed he “routinely keeps cars as long as needed”), alternative repairs were made without consent and my overall displeasure with the service appointment. [redacted]’s offer was to bring the car back in to attempt to repair the wiring of the vehicle (not requested in the first place) or take my car elsewhere where I could be better serviced. I felt that was an unacceptable and incomplete offer. I plan to follow up with Brian & [redacted]’s on 1/5/15 to request to have monies in the amount of $200 returned. I will take the vehicle to another mechanic to complete repairs.

On 1/8/15 (11am) I called B&J. [redacted] transferred me to [redacted]. It was mentioned to [redacted] I wished to reach a fair solution which was to refund the cost of the REPAIR WIRING labor charged at $189.00. [redacted] inquired why I was entitled to a refund. I expressed to [redacted]; of the four items I had put the car in the shop, I couldn’t confirm whether anything was repaired outside of a fog light. He then asked me “what did you put the car in for”. I attempted explain my reasoning and was promptly cut off after stating the first reason which was the light not being repaired (turn signal light) which was the bulk of the labor charge. He then accused me of trying to “steal money from (my) his business” and continued to insult me by calling me “stupid”. I attempted to continue with the unaddressed service request items, stating “none of my fluids were filled” which is when [redacted] interrupted again telling me “he wasn’t refunding me anything”. After a few more efforts to deescalate and redirect the focus [redacted] simply hung up. I called back a few minutes later.

Spoke with [redacted] and asked her to note the conversation, explaining to her what I had experienced in my dealings with [redacted] and that I intended to seek remediation. I could hear a male voice yelling in the background “make him schedule an appointment or get off the phone” in which I said “see this is the lack of professionalism I’ve been dealing with and am seeking a solution for”. The call was mutually terminated.Desired Settlement: Refund for (1) partial settlement proposal $200 (wire job cost; half parts and full labor) or (2) full refund for service - $263.13 (parts and labor).

12/23/14 – Service Visit – Brian & Jim’s - $263.13

Independent Diagnostic Fee - $40.00

2 days without vehicle

Cost of customer purchased parts - $60.00

Business

Response:

In reguards to Mr. [redacted] requests and concerns with repairs done to his 2001 BMW 330Ci­ VIN [redacted] from December 23, 2014, I would be willing to refund the labor charge of $189.00 for the repair to the rear lighting wire work; because my technician did not call for authorization for that portion of the repair.In defense of my technician, he was directed to inspect lighting for abnormal working conditions. Normal procedure performed is to inspect and repair any severed wire or wire harnesses because rear lighting issues can effect front lights on vehicle