Colleen
Chevy Silverado 1993
June 12, Saturday took truck in stated: Truck stalls occasionally while in idle and also a few times a week will not start. I need to spray quick start fluid into the carburetor to get it started. Told of $65 charge for them to diagnose the problem. If I get my truck fixed there they won't charge me the $65. Within half hour Joseph calls me to tell me that I need a fuel pump. The cost is $950. He states he's been all over my truck engine and he knows this is expensive but if I fix this one part, the truck will be good and run for a very long time, I have a very good engine, just need a fuel pump. I agree to the $950. I picked up the truck later that afternoon.
Ironically, I had called my ex-husband to let him know that I replaced the fuel pump, he told me, I just replaced the fuel pump six months ago! This work was done at Husker Automotive, located in Silverado Ranch, proof is on file with their office. He questioned why Purrfect Auto was replacing it again.
June 14 Monday could not call Sunday because Purrfect Auto is closed. I called to tell Joseph the truck is still stalling. He asked me to bring it in again. When I did he said he needed to replace the fuel filter. I told him it is on my receipt that was already replaced but he said it needed to be replaced again. He replaced it and I picked up the truck later that afternoon.
June 16, Wednesday truck still stalling and I have to spray starting fluid into the carburetor to get it started on one occasion the prior day. I call again and Joseph asks me to bring it back in, and I let him know I would do so on my weekend, which was that Friday. I dropped it off in the morning along with the attached letter. I wrote the attached letter because I felt that I have been unable to communicate properly with the mechanic. I kept telling him I had to spray fluid into the carburetor to get it started and he kept telling me it was some type of fuel filter issue.
June 18, Friday. I dropped the truck off again to Joseph. Six hours later I called to check the status and he told me that he needed to replace the whole throttle body and he had to order the part and it would be a few days, he kept the truck.
June 25th, Friday the truck was done, so I went to pick it up. Having looked around the internet I had thought the MAP sensor was included with the throttle body. My ex-husband had been working on the truck recently and told me that is what he thought needed to be replaced. So when I went to pick it up I asked Joseph, Did replacing the throttle body include the MAP sensor? He hesitated and said no I did not replace the MAP sensor. Then he said you know what, I should have, maybe I needed to could you leave it with me one more night and I will replace that right away? Reluctantly I said yes.
June 26, Saturday I returned and picked up the truck. Joseph said it was fixed.
Within 24-hours the truck had stalled again. I was sitting in the middle of an intersection waiting to turn left and it died, not wanting to start back up again.
June 28 I called Purrfect Auto letting them know that I continue to have the same problem I have had since the day I walked into their shop. I am now requesting a 100% refund and I will have to take the truck to the dealer. I also asked Joseph, Did you replace the MAP sensor? And he said no I did not, I tested the new one versus yours and the strength was equal, there is nothing wrong with your MAP sensor. This INFURIATED me. I wanted a refund. He told me he would be in touch with the District Manager and he'd get back to me. At this point I was NOT taking my truck back to these people.
After waiting, I called Joseph on June 30th requesting the name and number of the District Manager. He gave me Ken's information and I called.
Ken was nice/apologetic and asked me to bring the truck down one more time. He promised he would diagnose it correctly and fix the problem for once and for all. I agreed and he promised it would take ONE DAY. As they had had my truck for the majority of the month of June.
July 2, Friday. Dropped truck off, Joseph called later to tell me they are replace the temperature sensor, this will fix the problem and it'll be done Saturday. I called him back to let him know that I would be out of town and I would call him Monday the 5th.
July 5, Monday. I call and the truck is not done, they are still waiting for the part.
I call Ken to let him know he told me one day and now it's been 3 and it's not done yet. Within an hour after hanging up with Ken, they called to let me know the truck was done.
I went in and got it. At this point I have a few issues:
Why did I pay for a 950 dollar fuel pump, was that necessary?
Where is my paperwork showing to this point what has been replaced etc.?
How much is the parts/labor for a temperature switch?
Am I entitled to a refund?
Nobody at Purrfect Auto had any answers for me, I left with the truck.
A couple hours later, while I was at work I rec'd a message on my voice mail from Jason. He stated that they needed me to bring the truck back. He stated that since they replaced the temperature sensor they needed to replace the ignition switch, they need me to bring the truck back. Since he wasn't sure on the details, I promised to call Joseph in the morning of July 6 for more information.
July 5 — 8 PM when leaving work, the truck had a hard time starting and stalled on my way home, I had to sit still for a few minutes and then it restarted.
July 6 7:45AM. Francis called Ken, District Manager and provided a chronology of the attempted truck repair history with Purrfect Auto and requested full refund of $950 for the failure to repair the truck. Ken requested one more chance to properly repair the vehicle and even offered to pay for us brining the truck a GM dealer to diagnose the problem. Francis declined and again requested a refund. Ken agreed and advised he would write a letter to Corporate to obtain a refund. Ken further advised there should be no problems and that he would contact Francis the following day for a follow-up.
July 7 12:00PM. No call from Ken, Francis called Ken. Ken had no update and advised he would follow-up with Francis again on 7/8/04.
July 8 Midday. No call from Ken, Francis left voice message for Ken to call back.
July 9 - No call from Ken, Francis left voice message for Ken to call back.
July 10 - No call from Ken, Francis left voice message for Ken to call back.
July 12 - No call from Ken, Francis left voice message for Ken to call back. Francis called Purrfect Auto at 10050 S. Eastern and spoke to Kanya advising situation with Ken and requested a number for Corporate. Kanya advised she did not have a number to provide but said someone from Corporate would be at the station this week and she would pass on the details to them. Francis left cell and home number. Kanya advised someone from Corporate would call Francis back.
July 15 Colleen fills out a request for someone to call her regarding this issue on the Purrfect Auto Website, hoping for help.
July 17 No call back from anyone from Purrfect Auto or Corporate. Francis called Ken's cell number and left another message.
July 19 Francis calls Purrfect Auto at 10050 S. Eastern requesting to speak with a manager. Shannon Barber identified himself as a manager and watching over Ken affairs due to his illness. Francis went over the chronology with Shannon and inquired the status of the refund. Shannon advised he would look into the matter and would call Francis back the following day. He showed true concern about the situation and stated in addition to a refund, he would also like to be given the opportunity to repair the vehicle.
July 19 Colleen sends certified letter to Purrfect Auto (attached)
July 20 No callback from Shannon Barber.
July 20 Colleen receives a call from Araceli 909-396-7928. Araceli is very nice stating she will help, and will contact the store owner.
July 21 — Colleen calls Araceli back; they go over the entire issue. Araceli asks Colleen to FAX over all documentation and she will contact the store owner in attempt to assist. Colleen FAX's all documents (909-396-7670), per Araceli's request to the number listed.
July 21 Francis makes a follow-up call to at about 9:35AM Shannon. Shannon did not remember the Francis and asked for Francis to refresh his memory. Francis again explained the situation until Shannon recalled. Shannon indicated it was busy at the shop and he needed a half hour to research the status. Francis called back an hour later and Shannon indicated he needed us to bring the truck back for Shannon to verify the repairs and the VIN number for the vehicle to resubmit the request. He indicated that he could not find what Ken may have started for the refund request and wanted to do it again. Francis, could not believe what was being requested and questioned why Purrfect Auto.
July 22 Colleen receives a phone call from Shannon at Purrfect Auto stating he will not proceed until she brings the truck back in, so he can get the VIN number, part numbers and to see what was replaced and what was not. Colleen is infuriated! This is not her problem, they should have all of that information on file, Colleen tells him she will not bring the vehicle back, she wants a refund PERIOD. Shannon states the decision is up to him, and if she will not bring the truck back in, he is not giving her a refund. She says fine, and they hang up.
Colleen is now contact the better business bureau and local media in hopes for assistance in getting a refund.
Colleen
LAS VEGAS, Nevada
U.S.A.
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