ComplaintsforCARma Auto Care

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, Feb. 27th CARma received my vehicle for a diagnostic test. I explained to the owner the car keeps cutting off when you have driven it and cut it as well as when you put it in reverse & drive. CARma sent out a list of things that popped up on their test machine. CARma had my vehicle for 2 weeks & 3 days. I received a call on Tuesday, March 14th that the vehicle was ready. When I arrived, car was still doing same thing. I received a call the next day that I needed a fuel pump and that is the reason it would not start. When I received my vehicle on March 17th my car continued to do the same exact thing. (I spent over $4200.00 for issue to be fixed) I reached back out to the company on the same day about 6 hours later. No one called back, I called CARma March 20th and explained that my vehicle was still not operating correctly. Owner advised me to bring in vehicle if I can or have it towed, Vehicle was brought in on March 21 around 4:20p I personally spoke with the mechanic, and he said that he would personally give me a call back the same day once he ran some test because the information that was given about the car he had only received about 50% of that message. no call back. I reached out to the owner the next day & was advised that i shouldnt have spoken with the mechanic & I needed to speak to front desk, that I would have to pay for another diagnostic test. I did not agree because this was the same issue that was going on from the beginning. The owner then said that it maybe something different and if so I would have to pay. When my wife reached out to get an understanding the owner started yelling & screaming on the phone saying that she didnt have to explain anything & she was wasn't going back and forth with no one because its her business. My wife asks if she wouldn't speak with her do, she need a lawyer. Owner than started yelling and said come get car off property & they were not going fix the issue. I am out 4200 & car is still not fixed.

  Business response

  03/30/2023

  Refuting this customer's complaints - here is the text transcript which shows that we asked him to read the concerns listed on his ticket and to approve them, along with where I explain that I cannot help him if his wife calls here, yells and threatens me with a lawyer, how he apologizes for her behavior and where I state that we will work on his car as long as we talk only to him. He called the following day 3/24 and spoke to my service advisor and said he was bringing the car back in. He has not given us an opportunity to further diagnose the car. 

   

  ***** *******
  Hi *********, please review the "customer concerns" on the estimate and make sure I captured all issues correctly. If so, please approve the diag. If the issue is something related to the prior repair there is no diag charge but I don't know yet what the issue is. If I did not capture all the concerns please let me know. Thank you! *****, Owner, Carma Auto Care
  To: (**** *********5:29 PM
  
  Mar 22, 2023
  **** ******
  Hello, your estimate from Carma Auto Care is ready ********************************************************************************
  To: (**** *********1:04 PM
  
  ***** *******
  Hi *********, please review the "customer concerns" on the estimate and make sure I captured all issues correctly. If so, please approve the diag. If the issue is something related to the prior repair there is no diag charge but I don't know yet what the issue is. If I did not capture all the concerns please let me know. Thank you! *****, Owner, Carma Auto Care
  To: (**** *********1:55 PM
  
  ***** *******
  Hello, your estimate from Carma Auto Care is ready ********************************************************************************
  To: (**** *********1:57 PM
  
  ***** *******
  *** ***** - I've explained to both you and your wife if the repair was related to prior work there was no diagnosis charge. When I spoke to you when you said you were bringing it back your initial complaint was a "battery low" message. Since you then said there were other issues I again explained if it was not related to the repairs we performed then yes there is a diagnosis charge. She threatened me with calling a lawyer and then would not let me talk. I do not tolerate that behavior from any customers especially when I have already explained the situation to both you and your wife. The vehicle is outside and the key is in the second lock box on the top row, code is 380. Wish you the best with your repairs.
  To: (**** *********4:49 PM
  
  SB
  Ma'am I apologize about the conversation that was between you guys . The big issue is on my first day there I told you guys verbatim the only time the car ever turned off in the Beginning was when my son forgot to put enough gas in it and I bought it with the gas gauge not reading correctly. I said that was not the issue and i corrected my son about gas with him being a teenager and we all in the lobby laughed . That day It was me , you and the other lady that was there today. My body worn camera was on my person that day and the only reason I remembered what I said was because I accidentally pushed it and have to save it as none work related because that was a accident . I apologize again for all this . There was bad communication in the beginning which caused this to happen. but only a piece of what I told you guys that first thing put in the paperwork and not verbatim what came out of my mouth. That was the only reason why I showed up today because I was confused. If there is a way for you to roll back cameras inside of the office, on top of the one I have . I swear you will see/ hear everything I said, and I did not say the reason I brought my car into the shop was because the gas needle or gauge was not working correctly. I brought it in because it kept cutting off And only reason the gas gauge came up was because it was because I told you guys again what my son did when I first bought it.. the tec even brought me into your shop an I explained to him again what the issue was and he shows me what he believed was the problem and what also he could fix on top of everything else . He told me also the day he added gas to the car . That he never remembered me even telling him anything about the gas gauge or making sure it is over a quarter. I apologize again about all this again but like i said a few times only a piece of what we talked about got put into that paperwork which cause all this . I would never disturb any sort of business or be disrespectful to an adult and again it’s just not right for me that
  06:20 PMFrom: (**** ********
  SB
  the correct information wasn’t noted. Because the tech knew the car kept cutting off and he told me he believed it was because the fan The previously message I sent you the same date stated the car is basically doing the same thing with cutting off and this time a batery light came on . I never said the battery was the issue. I apologize again for the confusion
  06:20 PMFrom: (**** ********
  SB
  
  09:42 PMFrom: (**** ********
  Mar 23, 2023
  ***** *******
  Okay - we are not communicating with your wife, only you. The only thing that matters at this point is identifying the current issues which you agreed I captured on the ticket yesterday that you signed. One of the techs will check out the vehicle by tomorrow afternoon. *****, Owner Carma Auto Care
  To: (**** *********9:54 AM
  
  ***** *******
  Here is our video of the final test drive from 3/17 - *******************************************************************************************
  To: (**** ********11:46 AM
  
  
  
  

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