Complaint Review: CH Auto Service - Internet

First of all I just want to say writing this report is not something I want to do however I feel that a business should do what it promises and guarantee its work. Therefore I have no other option but to write this report. The subject of this report took place almost 6 months ago and at the time I stopped myself from writing the report only to have additional things go wrong with my vehicle which are directly related to the service in question.

CH Auto Service in Orlando FL markets itself as a Land Rover Repair Specialist. I own a Land Rover Discovery II 4.0 with 91k miles and CH Auto Service performed the following basic services on my vehicle from 8/26/2009 09/06/2009:

1) Complete 90k service (please see list) + inspection + diagnosis + left rear airbag replacement

2) Follow up inspection

3) Water Pump replacement (caused by CH Auto Service)

 The car has experienced additional problems since leaving C&H Auto Repair which are directly related to the service this shop performed as follows:

1)     A deflating rear airbag on the left side. A used airbag was installed without my permission at CH Auto Repair. I was billed $200.00 later negotiated to $100.00 flat. This repair was done with good intentions, as Mr. Watson did not want to see a car leave his shop sagging as mine was.  However doing the work without my permission left me no feasible choice but to pay without the chance to purchase a brand new airbag from Arnot. Now the car is continuously sinking on the left side.  This is causing excess work on the air suspension pump (leading to possible $1000.00 repair). At the least this will now result in new unforeseen costs ($100.00 tow + $200.00 repair/labor) which I must pay for. Had I been given the chance to install a new Airbag from Arnott this problem would have never happened?

2)     Front Drive Shaft was NEVER REMOVED for proper inspection. It was only visually inspected. I was assured it was in perfect working condition and had at least another 10-20k miles left on it. It was taken back to CH Auto Repair for another inspection and Paul confirmed this to me a second time. Shortly afterwards the drive shaft began vibrating. I took it into the Land Rover Dealer on Merritt Island who informed me THE FRONT DRIVE SHAFT WAS NEVER REMOVED FOR INSPECTION. He showed me the caked grease on the bolts to prove this. The drive shaft continued to vibrate. When it was finally removed CHUNKS OF METAL where missing out of the inside of the drive shaft and the U joint was barely hanging on. Total cost was $500.00. If this would have gone my Transmission would and diffs could have been taken out resulting in a $5,000.00 repair job. This was why I was so adamant about it being inspected. And come to find out Paul Watson NEVER REMOVED THE FRONT DRIVE SHAFT. He only looked at it then assured me it was safe to drive.

3)     Blown Steering Pump. In all fairness I cannot be sure this was caused by CH Auto Service. I asked Paul over the phone if he used transmission fluid in the steering which he says he did not. I will find out when my mechanic replaces it.

4)     Leaking Transmission AND Transfer Case. I cannot and will not say this was caused by CH Auto Service only these were worked on my Mr. Watson almost 6 months ago and both are now leaking at the same time. It could be just a coincidence both are leaking at the same time.

5)     CH Auto Service left air in the cooling system. The cooling system is required to be in a vacuum type environment 100% free from air through the bleeder screw. A quality job was not done. This required an additional coolant flush/cost (performed by me).

6)     Oil was GROSSLY overfilled way past the full line. Oil was drained and changed by me to the proper level.  

In order to support this consumer report I have gone over my records and included the following timeline /dates/ costs to support my statements:

I was quoted $650.00 for 90k repair service including diagnostic on 08/25/2009. Based on this I payed to tow the car to mechanic. Afterwards I was in fact charged $850.00 which included a replaced rear airbag ($200.00) which I never asked / gave permission for and had no feasible choice but to accept. The invoice was then verbally negotiated to $750.00. Immediately after I left CH Auto Repairs shop my Land Rover began experiencing the following problems:

1)     8/27 Land Rover was picked up after a 90k service (see: 90k service list). After approximately 1-15 minutes of driving the front of the car where the belt is located made a loud scraping / squealing sound.

2)     8/28 Customer (me) took the car back to mechanic for a free visual diagnostic (offered by mechanic) and was assured nothing was wrong.

3)     8/28 After leaving mechanics the sound is got worse and a pulley in front of the water pump was visibly moving side to side.

4)     9/2 - Called mechanic and assured a "little lee-way" for this pulley is normal. Assured the water pump is in good condition. Took car to Sears and informed water pump was damaged and CH Auto Service was wrong. CH Auto Service disagreed.

5)     9/3 THE NEXT DAY Water pump fails overheating Land Rover, potentially damaging aluminum engine, and leaving customer and a business client stranded (Cost = tow truck ($150.00 + rental car + stress).

6)     9/3 Customer towed car back to mechanic under the expectation of verbal promise that mechanic guarantees his work as mechanic told customer in person and in front of my witness (customer witness) on 8/27. Based on mechanics good word, and that CH Auto Service guarantees his work and the fact that Paul seemed like a really good guy - I foolishly assumed he  would perform repair for free or at worst the real cost of parts.

7)     9/4 Customer quoted $500.00 for repair by mechanic for a repair that was CLEARLY CAUSED BY HIS SHOP. Outrageous. Absolutely outrageous! Since car was in possession of mechanic I bit my tongue and verbally negotiated to $420.00. Actual cost should have been FREE or at worse COST OF PARTS. It is CLEAR that simple negligence OR real intent caused my water pump to o fail. In other words CH Auto Service either directly or indirectly - caused the repair - then profited from it. Customer expressed these concerns to mechanic and was offered a free oil change. Based on these events customer resolved never to do business with mechanic under any circumstances.  FACT: The water pump was defective the second it was driven off the mechanics lot after they had worked on the area. FACT: It just does not get any more clear that this. FACT: CH Auto Repair never guaranteed their work as verbally promised to me and a witness.     

My best ascertainment (based on consultation with competitors) of this situation was as follows:

MECHANIC WAS AT FAULT. Water pump failure (speculation) is as follows: During the 90k service mechanic somehow applied too much pressure while changing the serpentine belt which weakened the *water pump. The pulley became loose causing friction with the new belt which explains the squealing / scraping noise upon leaving mechanics shop. The more it was driven the worse it got until water pump broke. It is clear the mechanics negligence broke the water pump. The pulley is in front of the pump. The tensioned serpentine belt connects to pulley. It is an absolute fact the car never made this noise before customer took it in and only made this noise IMMEDAITELY after work in the mechanics shop.

In spite of the mechanics promise that he guarantees his work customer was still charged $420.00 for repair which was clearly caused by mechanic. As stated above customer resolved never to do business with mechanic again. However since that time, additional problems have occurred as a direct result of mechanics work resulting in additional costs and time spent.

Based on these new problems the customer is reasonably concerned of the possibility that serious future problems could arise which could be attributed to mechanics shabby, slipshod work. These could include but are not limited to improper transmission fluid / filter change, improper differential fluids change, improper steering fluid change, improper brake fluid change, improper inspection / diagnosis of parts. As a result customer feels it necessary to perform and additional 90k service and inspection with mechanics competitor ($650.00 flat fee including diagnosis).

I would like to add I am sorry I had to write this report - only because Paul Watson is a small business owner and I understand how stressful that can be. And I do think Mr. Watson is a very nice guy and very well spoken. However the slipshod service and subsequent problems are simply inexcusable. These repairs will cost me thousands of dollars in addition to the money and stress I have already spent which is completely unfair.

I was just going to let it go. However I cannot accept all these additional problems and costs. It therefore I am forced to write this report.