On March 19, 2010 my 2005 Hyundai Sonata was taken to Accurate Auto in Chico, California for the manufacturer's recommended 60K mile service.
Exactly two months later, on Saturday, June 19, 2010 while on a road trip with my sons several hundred miles away from home in Death Valley, California, the vehicle's check engine lights went on and the engine stalled. After a harrowing rapid descent from 5,000 feet above sea level down into Stovepipe Wells at sea level, I parked inside the lot at the General Store and Fueling Station at Stovepipe where we waited for hours in temperatures exceeding 116F for assistance. After numerous calls, I arranged for a tow to a Hyundai service location that was able to look at my car first thing Monday, June 21, morning. The tow was over 280 miles, billed at over $1,300.
On Monday, June 21, 2010 shortly after 9:00 a.m. I spoke with the service advisor at Harbor Hyundai who reported that the crank shaft sensor had failed. It was covered by the extended warranty and should be fixed shortly after lunch. Later on that afternoon, the service advisor called back to get authorization to replace the timing belt assembly, stating that it should have been replaced during the 60K mile service I received two months prior, adding that while the belts might hold long enough to get me back home, some 500+ miles, they would need to be replaced at a much larger expense as they were difficult to access and labor intensive. I authorized the repairs and picked the car up at the close of business, waited for the traffic in Los Angeles to die down from the gridlock rush hour, and drove overnight, arriving home several hours after dawn.
Armed with the parts that were removed from my vehicle by Harbor Hyundai, my owner's manual, an itemized expense report/invoice, and copies of all the service that had been performed on my vehicle, I went to Accurate Auto and spoke to the manager, Chuck Albert, who remembered me from my visit earlier in the year and the phone call I placed to him during the incident in the desert.
I showed him the Accurate Auto invoice that stated the v-ribbed belt was checked and listed as OK. I then showed him where in my manual Hyundai recommends the replacement of the timing belt assembly at the 60K mile servicing. Mr. Albert excused himself and checked with the All Data database he explained most mechanics refer to when servicing various vehicles. When he returned, he stated that yes, the belts should have been replaced. I then removed the belts that had been replaced from the bag they were in, showed him the damage to the v-ribbed belt that he concurred, was not from wear and tear between the dates they serviced my vehicle and the date the belt was replaced. I also showed him the severely damaged balance shaft belt and the frayed "teeth" that had fallen off and had interfered with the sensor that resulted in my engine's failure, another belt that should have been replaced during the 60K mile servicing.
Mr. Albert took copies of the invoices, my prepared invoice requesting only reimbursement for the expenses I incurred as a direct result of their negligence, and the towing invoice. He apologized for their oversight and said he would be giving the information to the owner, Rob Jeffries, within the next twenty-four hours, assuring me that they took the situation seriously and would want to make amends. The following afternoon, Friday, July 9, 2010, Mr. Albert phoned me and informed me he had met with Rob Jeffries and gave him the copies and stated that while he didn't know exactly when Jeffries would be in touch with me - it could be within the hour or up to a week - shared Albert's concern and would settle this matter.
The following Friday, July 16, 2010 when I had not heard back from anyone at Accurate Auto, I called the shop and spoke again to Mr. Albert when I was told Mr. Jeffries was not in. He seemed genuinely surprised to hear that I had not had any contact with anyone from Accurate Auto, repeating that Mr. Jeffries had expressed concern, and stated he would relay my message to Mr. Jeffries, telling him that I had called to prompt him to settle the matter.
Again another week passed and on Friday, July 23, I attempted to contact Mr. Jeffries. The employee answering the phone at Accurate Auto asked my name and put me on hold, returned after several minutes to inform me that Mr. Jeffries had left the premises. I then was put on with Mr. Albert and curtly informed him that I felt they were playing games with me. Mr. Albert became defensive saying that if it were up to him, he would have settled this back when I first approached them about the matter, but he couldn't as he was not the owner. I then informed him that Mr. Jeffries needed to contact me within the week or I would have no alternative but to pursue further legal action.
Promptly after the call, I sent a letter of demand along with a second copy of the invoice for reimbursement via certified mail to the Accurate Auto address. On Friday, August 6, 2010 after one prior attempt to deliver the letter, USPS shows that the addressee, Accurate Auto, refused the letter and it is en route to my address.
At this time, complaints have been filed with the California Bureau of Automotive Repair and with NAPA Auto Part and AutoCare centers, which Accurate Auto is affiliated.
Negative but honest reviews have been posted at various locations on the Web, including the Accurate Auto business page on Faceboook. As of Friday, August 6, 2010, the negative review (and only review) on the Facebook page managed by one of the Accurate Auto management team/owners: Rob Jeffries, Michelle Jeffries, or Chuck Albert; was removed from the page. However, the review still remains on my Facebook page and a captured picture of the original post has been put up on the ejourn.net/journals blog I mantain, under the only August 2010 entry to date, along with further information, details, and pictures.
2 Updates & Rebuttals
Tech1
Laurel,Maryland,
U.S.A.
one other thing
#3Consumer Comment
Wed, September 22, 2010
You can never trust the inspection sheet if you don't know the place. You should learn to look for your self to avoid rip offs. I am surprised they didn't just replace the sensor and put a new belt on. that is what they did for me the car ran great after that.
Tech1
Laurel,Maryland,
U.S.A.
rip off?
#3Consumer Comment
Wed, September 22, 2010
You weren't riped off You just had poor service they should have recommended the belt when it was due. No one includes the price of belts in services. dealers and shops. This is because it is time and mileage The time is what ever they calculate that service to be at if you don't drive much about 6-10 years. Hyundai and Kia are both famous for this problem with the T- belt braking Mine broke 10K early my friend was about 10 miles after it was due. you weren't riped off they just forgot to up sell.