Complaint Review: Jabers Truck & Auto - Phoenix Arizona

The purpose of this rebuttal is to shed clarification on the subject as we always acted in good faith and were always considerate towards her needs. We tried our best to accommodate her while still being reasonable. Some key points were left out of the customer's report that is imperative in order to understand the entire story.

Jaber's Truck and Auto Sales is a retail used car lot. We don't have a mechanic shop on site and are forced to outsource most of our mechanical needs. Especially in this case as we needed a diagnosis on a vehicle we were unfamiliar with in regards to a diagnosis. We unfortunately don't have any control over the length of time a mechanic takes in order to repair a vehicle. The best we can do is informing the shop that we were unhappy with the service provided by them. We did choose a reputable shop as well as a reputable Jaguar specialist. The shops didn't go into work on Saturday and/or Sunday which was another factor added to the lengthy time frame.

The customer did have a 15 day 500 miles Implied Warranty on the vehicle. The purpose of her bringing the vehicle into our possession was to get the vehicle diagnosed in order to determine if it was covered. Typically a vehicle is covered when there's been an immediate major mechanical failure to the vehicle. The vehicle never broke down or stranded the customer and was reliable. We took the customer's concern seriously and instructed her to bring it down as the check engine light may have been the start of a bigger problem which would cause the vehicle no longer to be reliable. Upon hearing news of the first diagnosis, it was determined to not be covered under warranty but we did offer our cost in order to assist her if she chose so. The second time the light came on we once again took her concerns seriously and scheduled the vehicle to be looked at by a Jaguar Specialist. Upon results of the diagnosis it was determined to not be covered under warranty as we were told it wasn't major. We understood the customer's situation and paid for a portion of the repair in order to accommodate and alleviate her situation.

The claim of a third or more Check Engine Lights were never verified. Below is the conversation through phone messaging:

Customer: "So my check engline light came back on... Just got the car back yesterday"

Jabers: "Bring it on back, well take it back to the mechanic and tell him he misdiagnosed it! Ill make a big deal out of it so they can look at it ASAP"

Customer: "I work all day till 7 I will bring it in tomorrow morn"

Jabers: "Okay"

At this point we informed the Jaguar Specialist of his mistake and that we were very unhappy with the service. We explained to him of the situation in order for him to get a better understanding. He then gladly moved his schedule in order to accommodate us. The next day went by and the customer wasn't in contact with us. At the end of the day we asked the customer if she was still dropping off the car. No response was made until the next morning. That morning she informed us she decided to take it to her own mechanic and would bill us. We informed her immediately that her warranty doesn't work that way. This was our response, "The vehicle wasn't inoperable and wasn't covered under implied warranty. In the event a major repair is done to the vehicle and was authorized by choice of owner, the implied warranty becomes void as we weren't given the chance to arbitrate the specific repair..." The customer chose to ignore my response and 3 days later informed us how much it was and that if a light came on again, the last repair that would need to be done is the Catalytic Converter. I once again informed the customer that I wouldn't be able to reimburse her as that's not how the warranty works, we were never able to validate the issue. For example, if a product is broken that you purchased from Wal-Mart or Target, you don't just hand them the repair bill and expect them to pay it. You follow the proper procedure by giving it to them to fix. She again, ignored my statement and informed us the Catalytic Converter would need to be replaced. Again, I told her she shouldn't be fixing it. She completely ignored all attempts we tried in order to guide her properly. Here is part of the conversation:

Customer: The check engine light had returned and it read code P0420...the catalytic converter needs to be replaced as previously predicted in the last receipt. Another engine issue. I absolutely expect reimbursement this is a little rediculous. I will send u the other receipt as well.

Jabers: As discussed before, you shouldn't have fixed the vehicle per 15 day 500 mile implied warranty. Even though you brought the vehicle over for complaints, the issues were resolved seperately. This is a whole new issue which you opted to fix yourself. At that point you voided the 15 day 500 mile arbitration processs if there was any. Being that we've fixed other issues. After all, this is a used car with high miles and is over 12 years old. We went above and beyond the implied warranty in order to satisfy you as a customer because we care about our customers....On another occasion the vehicle was taken to a jaguar specialist and the issues you pointed out weren't brought to our attention, and we have the receipt. As for the catalytic converter issue, the vehicle passed emissions which means it happened after the fact.

After reviewing records we found out that the vehicle's Catalyst passed Arizona emission inspection hours prior to delivery of the vehicle. The results came back as the Catalyst being READY, no Diagnostic Trouble Codes and an overall PASS. Please be aware that the customers statement of a Catalytic Converter being an engine issue is false, it's part of the exhaust.

In summarization, Jabers Truck and Auto Sales went above and beyond it's legal requirements and attempted to assist the customer. We took her needs very seriously and tried our best to accommodate her. She chose numerous times to ignore us after making the outcome very clear to her. Her mechanic also misdiagnosed the vehicle's check engine light and cost her even more money in the end than if she would have sticked with us. The vehicle also passed Arizona Smog Inspection hours to delivery of the vehicle to the customer. Results came back as the Catalyst being READY, no Diagnostic Trouble Codes and an overall PASS of the vehicle. The vehicle was also very reliable. It never left her stranded on the side of the road or failed to operate. "Adrian stopped responding, therefore I had no choice but to take them to Small Claims Court." She failed to mention the result and immediately after bad mouthed Jabers all over the web.