ComplaintsforOrmond Fine Import Autos

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BMW Ormond Fine Imports 12/17/2021 BMW stalled on Williamson Blvd. Port Orange. Car towed to *************** on ******************************. Water pump broke. Water pump under warranty by Car Shield. Water pump was replaced by Ormond Fine Imports on 5/2021. Water pump was provided by warranty company, Car Shield, to Ormond Fine Imports. 12/19 BMW Car traded in on a Mazda 12/21 Marty, Manager of Ormond Fine Imports, says they don't have the invoice showing the water pump repairs. It would cost us over $1000 to replace water pump. The repair guy named Tiny was previously fired because he deleted invoices, didn't make the repairs, and pocketed the money. We have the original invoice, which Marty took a copy of. Ormond Fine Imports forged David's signature on invoice. Other things on invoice were not repaired by them. 12/22 Car Shield said the Ormond Fine Imports has to call them to get the new water pump shipped to them. I told repairman Nate this. 12/23 Nate said he doesn't have time to call car shield. Nate said he has 10 other PAYING customers to work on. 12/23 Took car to Silver Star Worldwide auto repair, 74 N Yonge St, Ormond Beach. Over $1100 to make the repairs. Left car with them to make the repairs by next week. Told Mazda they would get the BMW by then. 12/29 $1500 to replace water pump. 1/6/22: BMW repairs made $1716.50. Took car to Mazda to complete trade in deal. Ormond Fine Imports needs to pay for the water pump repair. It was under warranty but they refused to contact the warranty company, Car Shield.

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/01/11) */ Mr. and Mrs. ******* have an aftermarket warranty through Carshield. We did not sell them this warranty, and we are not affiliated with this warranty company in any way. We have records showing that we replaced the water pump in their BMW back in 2021, with a water pump that was provided to us by their warranty company- Carshield directly. We offered the customer a choice between this part, and a water pump that we offer for sale (which we would then cover under a 12 month warranty, should the part prove to be defective). They elected to go with the covered part shipped to us from Carshield directly. We cannot offer a warranty in house for a defective part that we did not purchase or provide. When the *******' began to have issues with their water pump again, they demanded that we replace the product. Once we let them know that we cannot offer a refund/full replacement of this product, we Iet them know that they would need to contact Carshield in order to process and file a claim to replace the part again. As we do not have an affiliation with this company, this is not something we can do for the customer. We had no conversation with the ******* about our staff, and never told them that we have no record of the water pump being replaced. We cannot start work on their vehicle without authorization from the warranty company so as to be assured we will be compensated for our time and efforts. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just to clarify to whoever replied to this issue from Ormond Fine Import Autos... We didn't elect to go with the covered water pump from Car Shield . We had a Warranty under Car Shield, and that's what Car Shield said to do so it would be covered. Why wouldn't we go with Car Shield? When the water pump broke again, we didn't DEMAND Ormond Fine Import Autos replace the product. We went in to the office and spoke with the Manager to tell him that they replaced it back on 2021, and that is was covered by Car Shield. He said that he didn't have the invoice showing that they replaced it. I had to show him the original invoice showing that we had. He DID tell us that the previous employee, which has since been fired, deleted invoices and didn't do repair work. (How would I know this if he didn't tell us?) The Manager told us to bring the car to them to fix. We contacted Car Shield. They sent us the original invoice that Ormond Fine Import Autos sent to them. It had David's signature, that was forged by Ormond Fine Import Autos. I attached it to the BBB web site. Also, Car Shield told me that Ormond Fine Import Autos would have to be the one to contact them, since they did the original repairs, and they needed to send them the diagnosis. I contacted Ormond Fine Import Autos and was told by their repairman, that he had 10 other PAYING customers ahead of us, and that he didn't have time to contact Car Shield. At that point, we decided to take it to someone else to do the work, as mentioned in my complaint. I'm not happy with Ormond Fine Import Autos, and I would not recommend that anyone take their car to them. They should have honored the Warranty that we had with Car Shield, but they didn't. Due to that, we ended up paying over $1700 for something they should have fixed.

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