Phil's Auto & Tire Service Inc. complaints

Mr. Green brought in his 2011 GMC Terrain on 10/13/2021. The car had a bad battery, no oil in the dipstick, the variable valve timing solenoids were not functioning (they run off off pressure and were damaged from low oil condition) front brakes worn out and the original spark plugs at 125492 miles. Service recommendations were made and estimates were approved. After this work was complete and check the car with the proper oil level we advised Mr. Green that the timing chain was noisy and would need attention. I gave Mr. Green a rough verbal estimate of around $2000.00. He returned on 11/8/21, requested to fix the timing chain and check the exhaust. We gave an estimate and repaired the chain and installed a new muffler. The timing chain guides were broken. The repairs were $2136.27. The car was road tested and was running well. The following week Mrs. Green called and stated that the car was not running right and was smoking, she was very upset. I offered our free loaner car but they declined. We checked the car out and determined that the oil ring on #3 piston was stuck causing smoke and oil consumption. This problem was not caused by the repairs that we did in workmanship or parts. Because the Green's had just spent $2136.27, I decided to fix the problem for them at no charge. This would be around $1300.00. I did at no charge. We test drove the car for two days after completion. About a week later Mr. Green called and informed me that the car was running better than ever had and the oil consumption problem that the car had had quite some time was corrected. On 12/8/21, Mr. Green called me and again stated that the car was doing great but had low heat from the heater. I had Mr. Green stop by. The coolant level was low. The water pump was leaking. We gave an estimate he left the car and we replaced the water pump the next day, 12/9/21. On 12/23/21, Mr. Green brought the Terrain in. It would barely run. I had a check engine light on, a reduced power message. The high pressure fuel pump had failed. It was running only on the low pressure pump. This has been a common problem on the 2.4 engine. We replace the high pressure pump the same day. On 1/27/22, Mr. Green brought the car in. The car had quit running but he restarted it and brought it in. The check engine, trace light and reduced power message was displayed. He stated that when the car stalled it lost all power, and had no crank when he turned the key. The engine trouble code was a p0171 (lean condition) this code can set for various reasons, stalling will set it. We drove the car the next day on multiple test drives it ran fine. No lights on dash. I called Mr. Green a couple of times to get a better explanation of what the car did. Mr. Green was cooperative. Mrs. Green called later and was irate with me. I explained that we were trying to diagnose the car but the problem was intermittent and we were checking every system. We checked all powers, grounds and connections we drove the car multiple times. We spent around six hours checking and driving the car. Later that day Mrs. Green called me and said we are done. Asked to print all her previous invoices. I told her that we were working hard to find the problem. She said WERE DONE. I explained we needed about 30 minutes to remove all of our test equipment from the car. I have owned this shop since 1988. When you get a car that has multiple problem on after another it is frustrating for the customer and us. This is why I fixed the piston ring problem for them. The last time in I tried to explain to Mrs. Green that we were willing to diagnose this car at no charge but we needed the car to act up to do it. I have included with this letter two GM TECHNICAL SERVICE BULLITENS for oil consumption and high pressure fuel pump failure. I am not working to give Mrs. Green any money back. Phil's Auto & Tire Service is more than willing to diagnose this problem. We want the car to be dependable. All of our repairs have a 12month, 12,000 mile warranty.

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