D&D All Auto Repair complaints

The customer called us prior to the repair to ask for the price and if we were able to do the repair. She explained to us that she had called other shops and that they denied the work due to the customer's own diagnosis. D&D All Auto Repair accepted to do the work after the customer agreed that no warranty would be covered due to the customer denying our diagnosis and bringing their own diagnosis. The agreement was made over the phone before the vehicle was towed into the facility. After the repair was done, we test-drove the vehicle to confirm our repair. It was done successfully. Four and a half months later, the customer called, stating that the vehicle was still having the same issue. We reminded her of our agreement, but she mentioned our shop policy and stated that the Ford dealership had diagnosed the vehicle again. D&D agreed to help her out just because the diagnosis was supposedly coming from the dealership, and we assumed that it was correct. The vehicle was towed into the shop once again. Before starting the second repair, we noticed a lot of smoke coming from the tailpipe, to the point that the shop was all covered in fog due to the smoke coming out of that vehicle. The customer was aware of this issue. D&D took the head out and sent it to the machine shop to perform a pressure test to determine if it was leaking. No leaks were found. The cylinder head was also inspected. All valves were properly sealed at 100%. Head inspection was performed by Don's Auto Parts & Machine Shop on 8/28/23. After the second repair was performed with new head gaskets, the vehicle was still blowing smoke out of the tailpipe. D&D called the customer to let her know that the problem was still persistent. We offered to do a diagnosis on the vehicle, but once again, the customer rejected our diagnosis. After that, she mentioned that a garage repair checked her vehicle before bringing it into our shop the second time, in which they were told that the head gaskets on the vehicle were bad when in reality the repair was brand new and had been done correctly, although the customer had initially stated that they had gotten a diagnosis TWICE from the Ford dealership but it was not true.

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We do understand that this situation is uncomfortable for you and also for us. You might know that either parts can fail or a wrong diagnosis can happen. The repair was done correctly. The reason we can say that is because when something is not done correctly, specially a head gasket it would not last six months, and as we mentioned before it was also inspected by ‘Don’s Auto Parts & Machine Shop’. you picked up your vehicle on March 2, 2023 it was six months to the second repair on August 28, 2023, but you called us to have a head gasket replacement because Righteous Auto Shop told you that you needed a new head gasket, but you had told us that the diagnosis was coming from the Ford Dealership. You mention that somebody else told you that you had to go on a legal route, which is fine. People might know the side of your story but not our story. After we replaced the head gasket the second time, the vehicle still had the same issue. Again that means you had the wrong diagnosis. And we offered you and your boyfriend to perform a diagnostic. Denied again. Here at D&D All Auto Repair we are more than happy to help our customers. We do understand that money doesn't grow on trees.

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