Well, I picked the shop I did because they were supposed to be the best when it came to these cars, and had such glowing reviews and even magazine write-ups. He definitely seemed knowledgeable when I was talking to him. Even looking at the invoice when they presented it, it SEEMED reasonable. The cost surprised me, but at that point I figured, at least I know it'll work, work properly, and I won't have to worry about trying to find the time to fix it. At least she can enjoy her car again, and I won't have to play the "Did I torque everything down, did I remember everything that needed to be done? Did I set that right?" game.
When I started discussing the things with him is when things started to take a downhill slide. I started off under the assumption that it was a misunderstanding, so I asked him what he thought we should do about it. That's when I started doing the math, and noticing things, and it just got worse and worse. I made the comment, even to him that "a bad experience doesn't necessarily mean a bad shop", and basically any one thing I would have forgiven, (including the high billing on the invoice), any two things and it could be excused as just a bad day. But it was pretty evident that he didn't have interest in making things right. Well, until I posted the reviews on Yelp and Google, then he at least pretended. At that point, though, things devolved to the point that I don't trust him not to do something to the car on purpose.
I.e. That's how he treated it BEFORE the disagreement. It's clear from the interactions that it's not going to be better afterwards.
Here are some excerpts from the emails, this is two days after picking up the car which was initially brought in to 'primarily to make sure it's driveable and safe':
"[FONT="]I tried to drive it myself for the first time yesterday to go pick up some sandpaper, and had a pretty disappointing experience. I let it warm up on choke for about 10 minutes (it wasn't too big of a delay because it took nearly that long to adjust the seatbelt from Niki's size to mine.) but even with choke on, I never could get it to idle by itself - it always had to have a little pressure on the gas pedal to keep it running, even after 5-10 minutes. It was still a little cold though, and I figured that if I was careful with it, getting a little load on the engine would warm it up faster, and it did. Within a block or two it was sitting nicely just below the middle of the temp gauge.[/FONT]The problem is, even fully warmed up, with the choke off, it still died every time I came to a stop sign and had to be restarted. There are about 7 stop signs before the first major intersection, which was great because it saved me having it die on me at a red light on a busy street. So I turned around to take it back home, since I didn't trust it on any road of decent size. After turning around, all of a sudden there's a substantial shrieking/squealing noise from under the hood, sounded like drivers side front. Other than location, (transmission you're almost sitting on in that car), it really sounded like a binding throwout bearing or something similar, although I can't say it varied dramatically in pitch with engine revs. It DID go away every time I pushed in the clutch to shift (or to stop at one of those five million stop-signs).
On the plus side, when the squealing started, suddenly the engine wanted to idle at about 1500-2000 rpm, which was actually an improvement, because at least it didn't die every time I came to a stop now."
His response:
"From your description, it’s likely that the clutch master cylinder or slave cylinder is occasionally sticking, holding pressure on the release bearing. This would account for the squeal and the reduced rpm at idle. Although we purged the old brake/clutch fluid and replaced with new fluid of the correct type, there was always a strong possibility that you might need to rebuild or replace additional hydraulic components (besides the rear wheel cylinders and brake master cylinder). With additional use, the sticky clutch hydraulics may still clear up. But, if the symptoms continue, the master and slave will need to be repaired or replaced, before additional damage occurs."
My email:
"[FONT="]I ordered the wheel hubs as you recommended and was putting them on today, and noticed a trail of oil running up next to the Triumph to the rear. I didn't think too much about it, because I knew it leaked some oil, even though I was a little surprised by how much, since when Niki drove it home, she parked it nose in, and when had my aborted drive to the parts store, I backed it in, so I just assumed it was from when she nosed in. [/FONT]When I got the rear wheel off, I saw that it didn't go to the middle of the parking space, but stayed at the rear wheel. Felt around behind the wheel, and it's wet. Touched the fluid on the floor and smelled it... it's brake fluid, from the brand new rebuilt brakes.
I've taken some pictures to show you the trail, the back of the hub, and how low on fluid the brake master cylinder is, but I'm not really sure what to do from here."
His response:
"I’m guessing that the new wheel cylinder on that side is leaking. Go ahead and put on your new splined hub adaptors, top off the brake master cylinder and then give xxxxx a call. She’ll get you scheduled in for what should be a quick swap."
My response:
"[FONT="]The part is only $14, I'll replace it myself rather than risk the brakes going out on the drive there, or having to pay another $200 to tow it there.[/FONT]
I'm trying to be very cool and understanding here, but the issue is that from my perspective, I brought the car in and said the budget I'm trying to stay in was $3500. The total of invoices was $5500, so the budget was not just a couple hundred over, it was $2000 over. If we'd talked about it at the time, I might have said to go ahead so we can make sure it's done right, but we didn't have that budget talk at all.
Now, on top of spending $2000 more than I wanted, I find I'm redoing 2 of the 4 main things that were done. The clutch system was flushed and redone, the brake cylinders were rebuilt and flushed. Now I find myself redoing all of that work myself, which according to the invoice accounts for 13 hours of labor (3+3.5+3+3.5) and $77.15 in parts ($38.12 brake fluid + $39.03 wheel cylinders), which means after going over by $2000, $1442.15 of that ended up just being wasted anyway.
That's why I'm not sure where to go from here. Your shop has great reviews, and from meeting and talking to you, you seem very genuine and are definitely very knowledgeable. So I don't think you set out intending to take advantage of me, but I still can't help but feel taken advantage of.
That's what I mean when I say I'm not sure what to do. A bad experience doesn't equate to a bad shop, but it's real hard to keep coming back to a relationship where you keep getting kicked in the proverbial nuts."
His response:
"Most of the parts available for your GT6 come from China, Taiwan and India, and are nowhere near the quality of the OEM or first tier aftermarket suppliers. These parts are so cheap, they have chased all reputable aftermarket suppliers from the market. . . Almost every British vehicle that comes to our shop for a major service will experience some type of premature part failure, through no fault of our own. This is one of the reasons why I recommended driving your vehicle short distances, until you reached a level of comfort in its’ operation and dependability.
I am sorry you ended up spending more than you had hoped to on your vehicle. Most of the work that we performed was repairing things that you had done improperly. It is easy to look in a catalog and order parts, but knowing what parts to order, recognizing when you’ve been sent the wrong part, and installing the parts properly, requires a higher level of skill.
When you’re ready, we’ll pay for the tow and there is no charge for warranty work." (Basically no excuse at this point for going over the estimate, and only finally offering to pay for the tow after the situation is starting to escalate. Now it feels like he's saying that he overcharged me for work because it was something that I done in the first place.)
My response:
"(In regards to installing the parts properly requiring a higher level of skill) Apparently. It however doesn't require a great deal of skill to know what sort of hammer to use to remove knockoff wheels, since the brand new knockoffs that were installed the last time the wheels were off the car now have dings from removing with the wrong hammer. I never had that problem when using the wooden knockoff wrench that would have been found whenever the gas tank was accessed. The gas tank that seems to be leaking fuel from the top now which wasn't before.
(Regarding the tow) [FONT="]No thanks, based on this email I believe I'm just going to cut my losses at this point and move on. Hopefully your next projects go better, I know mine will."
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