Speed E Smog

Here is a scan of both sets of paperwork I was given by Speed-E Smog. First two pages are the Speed E receipt and VIR from 8-16-15. The second is the Speed E receipt and VIR report from 9-1-15. Please note the following: All are by the same technician, ***
***Suggested repairs written down were the gas cap. Also recommended verbally by the technician was a tune with new spark plugsThe 9-1-Speed E receipt identifying the car failed smog is stapled to the VIRThe Speed E Smog receipt states "fail emissions Again"The blue lines over the word "fail" were added when I went back into the shop, before I asked for the form backVIR clearly shows the car PassedThe technician that told me the car failed again and that I needed to replace the catalytic converter is once again *** ***. The same technician also verified verbally that the signature on the VIR was his signatureLastly, that same technician is the person that refused to give me the shop owner's name and number, shut the glass door in my face, and told me to leave the premises. Thank You, *** ***916-803-

Here is a scan of both sets of paperwork I was given by Speed-E Smog.  First two pages are the Speed E receipt and VIR from 8-16-15.  The second is the Speed E receipt and VIR report from...

9-1-15. 
Please note  the following:
 
1. All are by the same technician, [redacted].
2. Suggested repairs written down were the gas cap.  Also recommended verbally by the technician was a tune with new spark plugs.
3. The 9-1-15 Speed E receipt identifying the car failed smog is stapled to the VIR.
2. The Speed E Smog receipt states "fail emissions Again"
3. The blue lines over the word "fail" were added when I went back into the shop, before I asked for the form back.
4. VIR clearly shows the car Passed.
5. The technician that told me the car failed again and that I needed to replace the catalytic converter is once again [redacted]. 
6. The same technician also verified verbally that the signature on the VIR was his signature.
7. Lastly, that same technician is the person that refused to give me the shop owner's name and number, shut the glass door in my face, and told me to leave the premises.
 
Thank You,
 
[redacted]
916-803-1487

Review: I took my car in for the required Smog check on 8-26-15. It failed due to elevated HC (PPM) max 83, measured 87. I was told by the technician that replacing gas cap, air filter, and performing a tune up would likely resolve the problem. I was also told it could be the catalytic converter. I performed the suggested work and took the car back into the shop for retest on 9-1-15. At the end of the retest I was told by the same technician that also performed the retest that it had failed again. When I asked about why the repairs didn't solve the problem, he reminded me that he had mentioned the catalytic converter and that it was stock with nearly 270,000 miles on it. The technician provided a flyer for a muffler shop just down the street that performs free tests. I went there next and was told that the temp readings test showed that the catalytic converter technically okay, but was borderline. That technician said that replacing would likely solve the problem. I agreed and they began work. Just as I watched the old converter drop to the floor, I read the paper work from Speed-E Smog. The shop's receipt said "No Free Retest fail Emission Again". Then I reviewed the (VIR) to see that both results sections had "PASS" and that the 15 mph section that had measured 87 previously was showing 83. The two forms were provided stapled together from the Speed E Smog shop. One telling me it failed and the other saying that it passed. I went back to the Speed-E (walking distance) immediately. When they looked at the forms they agreed that the car had, in fact, passed the test. When I mentioned my car had already had the catalytic converter removed and that I was now in the process of completing a $240 repair, the technician said "Well, you needed a Cat anyway". When I argued, no I didn't, his next response was to point out that it had barely passed and that it was right at 83, to which I pointed out that it "had passed". While there was some recognition of the mistake, by the very things he said as I referenced above, there was little to no acknowledgement of a complete failure on their part and the costs I was enduring due to their incompetent work. The conversation became rather heated. When I asked for the owner's name and number I was refused several times and told that they did not have to give that to me. Eventually, the technician shut the glass sliding door in my face and told me to leave the premises. As I walked away, the other person who handles the check-ins stopped me to talk, but the then technician came out, straight up to me in an aggressive posture to continue the argument. He mentioned that he "would" have considered covering the cost to reinstall the old converter. Yet, there was no mention of this before, only the dismissive comments.The muffler shop offered to put the old converter back on at no cost to me, but they already had the new one in place ready to weld. Ultimately, I chose to have the converter replaced and told Speed-E Smog shop I would be filing a complaint. The person that takes the cars into the shop came out once again as I was leaving to mention they were looking to replace the technician. I told him to have the owner call me to resolve. I just spoke to that same person who said the owner told him to say they would refund the $36 cost for the smog. As I did not hear directly from the owner, was offered no further apology, no real explanation for how they would address the completely incompetent work and unprofessional behavior of the technician, and a very minimal resolution, I am filing an official complaint. Once again, I was given the signed Smog Check Vehicle Inspection Report (VIR) dated 09/01/2015 @ 09:22 clearly showing my 1991 Honda Accord "had passed", but was told verbally and given the Speed-E Smog shop's receipt that told me it had failed. These papers are stapled together and I have them in hand. Additionally, I was specifically told by the technician to replace the catalytic converter. The cost was $240. When I complained, I was basically dismissed and treated in an incredibly unprofessional manner and ultimately had the door shut in my face and told to leave the premises. Lastly, if I hadn't looked at the report while bored waiting for the converter to be replaced I would never had known of the error. I would have replaced the converter and then had to pay for the cost for a new smog test, both of which were completely unnecessary. While mistakes do happen, they must be acknowledged and addressed appropriately for them to be forgiven. I do not believe I received either from the Speed-E Smog shop in response to what I consider a fairly egregious and costly error.Desired Settlement: Frankly, I do not know. The error was barely acknowledged. No offer was made related to the $240 incurred due to the error. Minimal apology given. I offered to talk to the owner, but was contacted by one of the people at the shop with an offer to refund $36 test cost. None of these are substantive in comparison to a $240 cost to complete work not required, the egregious provision of conflicted written information, and the treatment received at the hands of this business.

Consumer

Response:

Here is a scan of both sets of paperwork I was given by Speed-E Smog. First two pages are the Speed E receipt and VIR from 8-16-15. The second is the Speed E receipt and VIR report from 9-1-15.