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Bridget A.

Colorado Springs, CO

11/07/2023

Terrible customer service/ Communication

I went there the mid October for my check engine light flashing with cylinder 2 misfiring. They went in a found oil leaking into the gasket they called me and said to fix it properly they would need to replace the gasket and the gasket seals and I told them to do what they had to do to fix it. That cost $801.07. I had to pick it up after hours because they’re only open 9-5 Monday-Friday and I work those hours as well. I drove it a block and noticed that it was still misfiring so I brought it back the next day and showed them what it was doing and Mike said that it looked like the spark plugs were changed at some point they looked good and told me to drive it until the check engine light comes on so it would be easier to diagnose so sure enough that night the check engine came back on and I brought it back the next day. Then they said it was the spark plugs that needed to be replaced and since I was just in there they wouldn’t charge me the $65 fee to diagnose it but the spark plugs would cost $553.08. Im not the best with this kind of stuff so maybe there was a reason then didn’t recommend changing the spark plugs when the gaskets and the seals were being replaced it’s probably cause he looked at them and thought they were good but they were not. I noticed it was still misfiring every once in awhile but not as bad as before so I didn’t know if I was being paranoid it wasn’t happening frequently enough to bring it back and show them and sure enough a few weeks later the check engine light comes back on. At this point I was just going to have my family members try to fix it cause it’s getting expensive but my Dad told me to go in and ask what coil pack they replaced since it stated they did on the receipt and the new code was saying misfire in engine 6 and the guy at orileys said it it’s probably the ignition coil needing to be replaced and guessed that I had recently had the spark plugs done. I went in and maybe I talked to much or something but I very clearly said that I don’t have any money to pay for more services but I would like to know which coil pack they replaced and Jake went into detail about the process and said that they could take it back and look at it for free to make sure it wasn’t something wrong with what they did and I agreed. They then came back the exact words out of a guys name I didn’t get was we’re thinking the coil we put on was a dud it’ll be really easy we can get the coil in an hour and have your Jeep ready to just pop it in. So I got an Uber cause at that point I had to go to work. I gave them 3 hours and finally was like I should call them I called them twice after their lunch break no answer, once right before they closed because at my place of work I can’t make phone calls when I’m busy and that was the soonest I could get to my phone still no answer, I then called 2 more times and had my dad call too still no answer. They never contacted me once. Then this morning comes around and Mike called me around 7am apologizing for the late response saying they stayed late last night and early this morning working on it and they had to replace the ignition coil and it had nothing to do with the previous services so it was going to be $294.95. Mind you I told Jake the day before that I didn’t have enough money to get it fixed there again and explained the whole situation and the last thing I heard from them the day before was that it was a dud of a coil and it would be an easy fix, now the next morning with zero communication from them they’re saying it wasn’t anything they did and it was going to cost $294.95 and the work was already done so there was no opportunity to say don’t do it. They did apologize and say it was a Miss communication all the way around but I was very clear when I brought it in that I didn’t have enough money to pay for another repair and I tried calling 6 times with no response while they didn’t call once the exact words said to me before I left was we think it was a dud of a coil, they should’ve called me too tell me it was something else before fixing it.

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