Garry's Automotive

Zach P came to Garry's Automotive in September of 2017 with several concerns. These are noted on his technician worksheet form just under all the vehicle and customer information. I've included the information here: "Customer request spark plugs (hasn't had it done since purchase, a few years now) and rear drum brakes (starting to get thin in the spring). Also, fix repetitive oil leak from oil pan drain bolt. Has had the drain bolt replaced multiple times, lots of drips. Only holds 3.5 quarts oil, doesn't want it to run out." Whenever we receive a customer, we gather their concerns and notate them on the invoice to make sure we address their stated concerns. As you can see, his stated concern was first a spark plug replacement, and secondarily, a repetitive oil drip that he suspected was from an oil pan drain plug gasket issue. There is no mention or request at this point for a PCV valve replacement. We performed a vehicle inspection, which is also attached to this message, that shows more than 2 oil leaks located on the engine, in fact there are pictures documenting those leaks taken at that time in September. The technician's hand written notes may be seen on the work order indicating more than 2 oil leaks, please see the attached work order, invoice, and worksheets. After the repair, which the customer authorized to repair 2 of the 4 oil leaks knowing there were 4 at that time, we notated that the remaining oil leaks were still present, this can be seen in the recommendations section of the invoice. You can see that Rachel P signed the invoice and was given a copy of the invoice as well, which is our custom. For Zach to allege that he came in to our shop to fix oil leaks, that we charged him nearly $600 to repair said oil leaks, and then have no resolution to his oil leak problem is simply not true. We accurately inspected and presented the condition of the vehicle to him at that time, even emailing a copy of the inspection to him, which is our custom, and he did not authorize full repairs for all oil leaks. When he indicated a continued problem of oil leaks, we gladly inspected his vehicle at no charge and then reported that he still in fact has oil leaks from the same areas as previously stated along with an additional coolant leak from the front of the engine which we believe could be the water pump but further disassembly will be required, if that was so, then we would recommend the timing belt replacement as well due to the nature of the design of this engine. We offered these repair options to the customer and he declined labeling us thieves according to my service staff. When I, the owner, learned of this confrontation, and subsequent negative Google review, I reached out via email stating that I would normally have picked up the phone and called the customer except for the fact of it being 545PM on a Friday night of a holiday weekend and that I would like to speak with Zach personally to find out what this was all about and that we could speak after the holiday next week. I awoke Saturday morning to find this Revdex.com complaint and I now see that Zach is not interested in speaking with me personally or coming to an agreement but rather, attempting to force a refund unduly deserved or additional repair at no cost. That resolution is simply not fair. I understand Zach has oil leaks, and they are costly to repair. But at no time did we deal with him deceptively to try and steal from him. At no time did we lie to him and present false information. If the only resolution that is satisfactory to Zach is refund, then as a goodwill gesture, though undeserving, I will refund the amount paid for parts and labor to reseal the oil pan and the valve cover which sums up to $367.05. He paid for additional services that are not related and they should not be refunded.