Bob's Automotive

Mr Lewton had his 2000 Windstar TOWED in for repair. The vehicle had been sitting, not started or driven for months. His stated desire was to make it safe and reliable again. We performed a complete vehicle inspection and identified several areas that needed repair & service. ALL repairs were verbally authorized before ANY WORK WAS STARTED! I explained each repair needed to Mr. Lewton, both right side tires and wheel were damaged and needed replacement and the tire on the car were in need of replacement as well. The vehicle spare had previously been put on the right front because the tire and wheel had been damaged beyond repair. We had a set of Windstar wheels and tires that were in very serviceable condition, and MR Lewton agreed for us to replace his original tire & wheels. When the right front & right rear wheels were damaged apparently, whatever Mr.Lewton hit also caused the right front Sway Bar End Link to be damaged, due to the high mileage we recommended replacement of both front end links and Mr Lewton agreed and approved the repair. The left door lock would not unlock all the way, therefor when tha door was shut the lock would re-engage. This caused Mr Lewton to be locked out several times if he left his keys in the car. this was caused by the Door Lock Actuator having excessive play, this was replaced. The battery was 5 years old and would not accept a re-charge, Mr Lewton authorised replacement. The Air Filter was dirty and the filter box had the remains of a rodent nest, we had replaced the the Fuel Filter 40,000 miles previous and that filter was still on it, so we replaced both with Mr.Lewton's approval.  The oil ad filter had not been changed for some time and Mr Lewton asked us to complete an oil change, which we did! In closing, I have offered to pick up Mr Lewton's vehicle, return it to our facility, re-install all of his old parts, that can be replaced, and return his money! This is an old vehicle with 285,000 miles. I asked him if he was sure he wanted to spend his money on this vehicle as it is not in very good condition, mechanically it runs and drives fine, but the interior & exterior condition are poor at best. I believe Mr Lewton has "Buyer's Remorse", which is not our fault! I  quizzed Mr Lewton about the viability of this vehicle and replacing it and he said it fits him, his dogs and the vehicle has strong sentimental value. WE MADE NO REPAIRS THAT WERE NOT PREVIOUSLY AUTHORIZED! His complaint of the radio and power door locks not working, I tried to explain that was most likely a blown fuse. Those items were working when it left here, after setting outside for months and now being used a blown fuse, or some other minor thing would not be suprising, all we can do is make the needed repairs, WE DO NOT POSESS A CHRYSTAL BALL! He was invited to stop by at his convienence and we would look at his issues while he waited, he declined and told me his car wasn't driveable, yet offered no explanation of why it is that condition. So I offered a Tow Truck. This is a secondary vehicle, not a primary. I may also add that Mr Lewton made an appointment early last week and he missed several appointments before the vehicle finally showed up for service.

Mr Lewton had his 2000 Windstar TOWED in for repair. The vehicle had been sitting, not started or driven for months. His stated desire was to make it safe and reliable again. We performed a complete vehicle inspection and identified several areas that needed repair & service. ALL repairs were verbally authorized before ANY WORK WAS STARTED! I explained each repair needed to Mr. Lewton and when he picked his vehicle up and paid the bill he offered no complaints, in fact he thanked us for the prompt service getting him in right away, even though he missed a couple of appointments. We found both right side tires and wheel were damaged and needed replacement and the tires on the car were in need of replacement as well. The vehicle spare had previously been put on the right front because the tire and wheel had been damaged beyond repair. We had a set of Windstar wheels and tires that were in very serviceable condition, and MR Lewton agreed for us to replace his original tire & wheels. When the right front & right rear wheels were damaged, apparently whatever Mr.Lewton hit also caused the right front Sway Bar End Link to be damaged, due to the high mileage we recommended replacement of both front end links and Mr Lewton agreed and approved the repair. The left door lock would not unlock all the way, therefor when the door was shut the lock would re-engage. This caused Mr Lewton to be locked out several times if he left his keys in the car. This was caused by the Door Lock Actuator having excessive play, this was replaced with his approval. The battery was 5 years old and would not accept a re-charge, Mr Lewton authorized replacement. The Air Filter was dirty and the filter box had the remains of a rodent nest, we had replaced the the Fuel Filter 40,000 miles previous and that filter was still on it, so we replaced both with Mr.Lewton's approval.  The oil and filter had not been changed for some time and Mr Lewton asked us to complete an oil change, which we did! We spoke to Mr Lewton and asked him to bring the vehicle by at his convienence and we would look into the deficient areas of his complaint, but he refused and stated the vehicle is undriveable, but he is driving it! Because of Mr Lewton's complaint, I have offered to pick up Mr Lewton's vehicle, return it to our facility, re-install all of his old parts, that can be replaced, and return his money! This is an old vehicle with 285,000 miles. I asked him if he was sure he wanted to spend his money on this vehicle as it is not in very good condition, mechanically it runs and drives fine, but the interior & exterior condition are poor at best. Mr Lewton stated "The vehicle has sentimental value". I believe Mr Lewton has "Buyer's Remorse", which is not our fault! WE MADE NO REPAIRS THAT WERE NOT PREVIOUSLY AUTHORIZED! His complaint of the radio and power door locks not working, I tried to explain that was most likely a blown fuse. Those items were working when it left here, after setting outside for months and now being used a blown fuse, or some other minor thing would not be suprising. WE DO NOT POSESS A CHRYSTAL BALL! 

While Mr. Freeman is correct that we didn't "fix anything", what he neglected to state was, "THAT WAS HIS CHOICE" He brought his 2002 VW Beetle in because it was running rough, Mr Freeman had already attempted repais on his own and had installed a new ignition coil and other parts. Because his efforts failed he decided to bring it to us and let us find out what the issues were , then he could repair it himself. Our Certified Diagnostic Technician spent approximately 1.5 hours to determine the exact issues surrounding Mr Freeman's concerns. Mr Freeman was charged for 1.0 hours of Diagnostic time $119.65 + tax & fees. The reason for spending so much time on Mr Freeman's vehicle is simple. When we are dealing with a high mileage vehicle with an engine that is rough running, the need to determine the condition of the internal engine condition can save the customer a lot of money. We determined early the vehicle needed a complete tune-up. How ever due to the vehicle's high mileage it was imperative that we perform a cylinder compression and a cylinder Leak Down test, because putting tune-up parts in an engine with a burnt, leaking valve, piston or other damage is simply a waste of money! Mr Freeman obviously expects us to pay a tecnician a good living wage to find out what was ailing his vehicle, tell him exactly what it needed and not charge for our time and knowledge, this is simply unfair and not reasonable! Then lie about the entire episode, which makes him feel justified, but he knows better and the truth is the truth, say what you will, but facts still do not change! Good bye Mr Freeman we invite you to go elswhere from now on, your presence is not wanted in this establishment.

I have appologized to Mr. S. In the 25 years we have been in business, I cannot remember another instance of this happening. The young man who performed this work is no longer employed by us. His firing was not over this matter alone but an overall lack of attention to detail. We are sorry to see Mr. S go away unhappy, because this was an isolated incident. We are not perfect, we strive to be, but we are human. We take this review very seriously and this review prompted a shop meeting concerning attention to even the smallest detais. Our Tecnicians are not paid on commission, so they are not rushed, so there is NO EXCUSE for this ever happening. That message, I have yet again, made perfectly clear! Again we do appologize.

The alternator on Mr Dunnings vehicle failed on a Friday evening. He called to my home and asked for assistance, it was too late in the evening to get his parts, so I asked him to have his vehicle towed to the our shop, even though we are closed on Saturday. He also asked if I could change his thermostat and make a few other minor repairs. I told him I would come in at 8:00 AM and repair it. I showed up and the vehicle wasn't there, I had some paperwork to take care after a couple of hours the tow truck showed up. Mr Dunning called and asked me to just do the alternator. I confirmed the alternator was faulty and I drove to Vancouver to get a replacement, I installed the part, during the work I found Mr Dunnings vehicle had several other issues besides the thermostat among them was a failing water pump. I advised Mr Dunning of the things I found and advised him to pay close attention to his guages durring the rest of his trip as his vehicle is in need of immediate repairs and it could overheat at anytime. I billed Mr Dunning at our regular rate, not an overtime rate! His alternator was charging when it left here and before he left I explained our 3 year, 36,000 Mile Nationwide Warranty and Nationwide Free Roadside Assistance Plan. This review is the first I have heard about any issues. I can assure you that if someone did incorrect work for me I would be on the phone calling and getting an explanation! This did not happen, nor has our National Warranty called to ask what happend so it has not been turned int to them! Having performed the work myself and have over 50 years experience, an incorrect installment of an alternator is almost impossible, and still have the system work and I am not suprised theat Mr Dunning has to buy new parts for his vehicle as it was in poor condition and in need of repairs in several different areas.