ComplaintsforFrank's Auto Electric

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** said he would diagnose my car problem for $140 and that he would then call and tell me what’s needed and if I wanted him to do the work.. he would apply the $140 to the repairs. Next call I got was saying that he fixed my crankshaft sensor and that I would have to put the gas pedal all the way to the floor from now on when I start it. After paying the 314 dollars on top of the $140.. It wouldn’t start. He keeps my money and says he’s sorry.. he’ll fix it and call me. I picked it up and it started once. I got it home. Never started again. I paid to have it towed to him a second time. This time he took parts off and didn’t put them back on. Literally cut wires and didn’t put it back together. Left the parts on my passenger seat. He took 465 dollars from me and ruined my car. It’s worse now than when I took it in. He was paid for a service he didn’t provide. I want a refund. He ruined the car.

  Business response

  01/05/2023

  Thank you for reaching out to us regarding Ms. ***** and her concerns. After being in business for over 35 years we strive to ensure that all of our customers are happy and satisfied with our work.
  On 11/26/22, Ms. ***** had her 2009 Kia Rio towed to our shop as the vehicle wasn't starting. We explained that our rate is $140.00 just to inspect the vehicle in order to determine the potential fix and if we are able to repair the vehicle. This payment is due before we begin work. We then contact the costumer and let them know the proposed costs and repairs needed. We then apply the $140 to any balance of repairs that may occur. In this case we contacted Ms. ****** and let her know that we be able to repair her vehicle for an additional $300 that would include repairing all rewiring of cut wires that would restore communication to the PCM Computer. This would allow the vehicle to start and run. Ms. ***** agreed to the work to be done and the charges associated with these repairs. Her signature and payment provides authorization of work performed.
  It is important to understand that when the vehicle was brought in, someone else had attempted to repair the vehicle before we received it. In many instances this typically makes the vehicle worse and harder to repair. There were many cut wires and blown fuses in the vehicle making it much harder to troubleshoot the problems. In addition, we are not sure why someone would do this to the vehicle.
  We restored all functions of Voltage and Grounds that someone had cut. We repaired all wiring connection to the PCM. The PCM was in good working condition. Ali fuses were replaced and we also replaced the crank sensor. The vehicle was running and in working conditioned. Ms. ***** then paid her balance with a credit card and it was denied. We reentered the amount for less than the bill to get the payment approved. She did give me an additional $20 dollar bill and said that was all she had. At this point, she had NOT upheld her part of the agreement. We then decided to let Ms. ***** have her vehicle and we would discount the remaining balance as a courtesy.
   
  Some time had passed and we received a call from Ms. ***** that her vehicle would start again. At this point we actually sent a mechanic out to her house to see if we could help (This is NOT a service we provide, but wanted to help her). My Mechanic spent an hour trying to trouble shoot getting her car started without success; in very inclement weather. She then had the vehicle towed back into our shop. We did not charge another inspection or deposit fee. After further investigation, we determined that the PCM had gone bad between her first and second service call. We contacted Ms. ***** and told her that we would need to replace the PCM. We tried to get a used one (to save her cost), but once they are programmed and they cannot be reprogrammed. We then contacted supplier parts dealer and the best price we could get would be $500 (our cost) and we would put it on at no charge. Ms. ***** stated that she could not afford that and would have to look at other options. We also stated that the front end of the vehicle was in bad shape (A service that we do not provide) and that the vehicle was unsafe to drive. We also recommended a local dealership and a sales rep that is good at helping customers under these conditions; get a good working vehicle, at an affordable price. She would have the option of trading her current car for something safer. She declined.
  Our labor rate is $85 per hour, which is less than any dealership in town. Between my two mechanics and me; we have over 7 hours in this vehicle, in which several were never billed. We did everything in our power to help Ms. ***** out on this vehicle. We went above and beyond what is required and feel we upheld our obligation including discounts, recommendations and a personal courtesy call. Ms. ***** agreed to the repairs & charges and the vehicle left my shop running with the repairs we agreed upon.
  Hopefully this provides adequate information to this filed case. Please feel free to call me with any questions or concerns. I can be reach at my shop ***** ********, any day Monday through Friday 8:00AM — 5:00PM. I am also open on Saturdays from 8:00AM-12:00PM. In many case I am there after hours and Sundays, in which you can reach me on my cell phone ***** ********. Thanks you again. Have an excellent week.
  Sincerely,
  Frank's Auto Electric
   
  ***** *********** Owner
  

  
  

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

  Customer response

  01/19/2023

  [BBB Transcription via Email]
  Complaint: ********
  
  I am rejecting this response because:
  

  ******************** ********************** **** ** ** ******* **** ** **
  Hello,
  
  I’m reaching out because ***** is falsifying information, please allow me to clear this up. Yes, he did inform me that the rate to find the problem is $140, he then stated he would contact me and let me know what the issue is before proceeding to work on the vehicle. He did not call me before working on the vehicle. I dropped my car off and paid $140 on 11/26. He then contacted me on 11/28 and stated it was fixed, that’s when he advised me it would be $314. He kept pushing for a cash payment, but when I advised I truly did not have it and could only pay with a credit card, he allowed me to pay that way and I was treated poorly during this encounter due to it. I have a statement I’d like to send you showing that it was in fact paid for $280. We attempted to run it for $300 but it was declined due to a fee. I paid $280 from the credit card and $20 in cash, he advised me not to worry about the additional $14. My car never left the lot that day, it wouldn’t start. He told me to try pushing the gas pedal all the way down before turning the key and that did not work. He stated he would fix it since I was paid in full and continued to work on the vehicle. I called to check the status on 11/29 and he answered saying it was fixed. When I got there, he stated that I’d need to push the pedal to the floor before turning the key and advised there were a few other issues happening with the vehicle not pertaining to this issue. I took the car home and when I went to start it the next day (11/30), it wouldn’t start. I contacted ***** and he sent his associate **** to check on the vehicle. While here, **** made multiple comments about horror movies and serial killers as well as commented on my pretty smile. **** had me listen to the fuel pump and stated that it was working fine. My fuel pump was never replaced, I had to take the part back to auto zone because they sold me a broken/used part. I have proof of that as well. **** then deemed that they had satisfied their end of the deal and that no further work would be done on the vehicle. **** then called me after he left and stated I hexed him because he got a flat tire on the way back to the shop, he said since I was having a really bad day, he wanted to call and cheer me up and put a smile on my face. He then texted me at 7:05pm that same day saying he may have tips on how to help me and to call him. I called with a friend on the phone with me and he laughs saying he’s not a Jeffrey Dahmer or anything, then he asked if I had a blow dryer and made a comment about my pretty hair. He told me to use the blow dryer to heat the rubber where the air filter is every day when I start the car and that might work. He also stated that he wasn’t trying to step on Frank’s toes, but if I could get him here since he didn’t drive, he would change my spark plugs. He stated that I could pay him with money if I could, but it didn’t necessarily need to be paid with money. He went on to tell me personal details of his life about his partner and how she passed a year ago on that day, and that her kids kicked him out and he was homeless at the time and that’s why he was staying in the place across the street from Frank’s shop. I found the entire encounter with **** unsettling and unprofessional. ***** then called me on 12/1 and stated if I can get the vehicle to him, he would fix it at no additional charge. I paid for another tow on 12/2. I called multiple times throughout to check the status of my vehicle, on 12/9 he answered and stated that he was unable to fix it and referred me to Eric at Ballas. I did not decline, I did reach Eric and he was unable to help me without a co-signer which I did not have at that time, this can be verified. I then had to pay for another tow to get my vehicle home. I called ***** to try and find out what the piece is that was laying on my passenger seat and why they didn’t put it back in, to which he replied “ma’am it was like that when you brought it to me”. I did not bring it to him with missing pieces. He never mentioned anything about wires being cut to me either, and no one I know would cut my wires as they have nothing to gain. That is a blatant lie. I’m unsure why he’s even claiming that. I have the receipts showing that I paid as well as phone records to back up my claims. I’ll gladly provide anything needed but I can’t sit back and allow this slander to continue. I brought a broken down car to him and left with a lemon. I’m nervous to even attempt to get it fixed somewhere else because I’m unsure exactly what else he’s done to my vehicle, but it’s still in my possession if needed for the investigation.
  
  Thank you
  *** *****
  **********
  

  
  

  
  Sincerely,
  
  *** *****

  Business response

  01/26/2023

  [BBB Transcription via Phone]

  Please refer to first response. 

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