Many of you on my friends list (50 or so) are mutual friends with Al Hall and have probably seen his posts about Joshs experience at M&M auto .. how he paid M&M $10000 for a truck and it has an engine problem and they wont fix it and they refused to help him. Some of you know that Rob and I bought M&M July 1 2014. We are the evil ruthless people he and Josh are telling this story about. And it truly is a story. Here are the facts about this truck sale: Josh bought the truck on 10/15/14. The truck had 100646 miles when title transferred. NYS lemon law states that cars are covered up to 99,999 miles. After that they are sold 100% as is. However, M&M has had a long standing voluntary 50/50 split warranty covering the same things as the lemon law. This means we split the cost with the customer for cars without the lemon law warranty for the first 30 days when the work is done in house. Josh was afforded this warranty on his purchase and that ran out 11/14/14. After this time period there is no warranty implied or stated. Josh took the vehicle after paying M&M Auto $1250 & financed the balance through Westlake financial. They own the lien on the title. He has made two payments to them directly. We did not mislead him, coerce him, or force him to buy this vehicle and we cannot and did not set him up in a loan with 28% interest. On 12/22/14 @ 7:55pm (nearly 2 hrs after we officially close) we received a call that the truck had broken down and immediately dispatched a tow truck at our cost to return the vehicle and the passengers from Alpine Junction back to Corning. Josh indicated that he thought he had blown the engine. At approximately 8:45 we received another call asking where the tow truck was and when did we think we would be able to fix the truck. Without us seeing the truck this would be impossible to assess. As it was the day before Christmas Eve with a full schedule the next day and knowing we would be closed Thursday Josh was told that we would not even get to diagnose it until Friday. Josh had the truck for 69 days and drove it over 3200 miles. Because of the 2.5 holidays in the next two weeks we were already booked solid but we shoved people around to work on this. As it turned out we did find the time to connect it to the scanner Wednesday and the engine codes showed cam sensor failure #1 & crank position sensor failure. Both of these are dealer only parts for this vehicle. Hoping to keep the cost to Josh down and repair his engine rather than replace it if at all possible, we ordered parts in and they were delivered late Friday. Two mechanics came in on their days off both Saturday and Sunday and worked solely on Joshs vehicle. Once these parts were replaced and the vehicle rescanned the diagnostic scanner showed that there was a problem with the cam gear. Again another dealer part. We ordered this ($375) first thing Monday and received it Tuesday lunchtime. We also needed a custom tool. No one had it. We called every tool sales person as well as the dealers. We finally found one ($286) shipped in one day at an additional $100 freight which arrived Wednesday early afternoon. Monday afternoon Al and Josh showed up at the shop to confront me to find out what the problem was with getting his truck repaired (their words). Josh began yelling and swearing at me stating that we HAD to give him a loner car. This happened in front of other customers and he was so loud the mechanics came out front feeling they needed to protect me. I tried to explain what all we had already done, we were waiting on parts, we were waiting on a tool, and that we had already committed $2000 YES $2000 to date in repairs to it and we wanted to get it done for him as quickly as possible. I told him the part and tool were coming and we would make it priority once everything arrived. Remember we were closed half day 12/24 all day 12/25 and are not open for repairs on the weekend. But hes screaming about us delaying blowing smoke up his ass etc. Upon receipt of the tool (Wednesday) we pulled the mechanics (Yes 2 mechanics) immediately off the other jobs and they started working on the truck. The tool we had to purchase was to hold the timing chain in place while we pulled the gear. Once the gear was removed we found that the cam shaft had been damaged when the gear cracked. At this point we called Josh to come to the shop to see the damage. We did this because we wanted Josh to make the decision on how he wanted us to proceed because he was going to have to pay for it...repair or replace. They showed up at the shop and were taken to see the damage to the engine. Josh came storming out stating that he didnt want the truck, dont bother fixing it, that I had to take it back etc. I told him I would check with the finance company to see what options were available in this particular case. He said Ill sit here while you do that. I called my rep and waited for a call back. In the meantime I attempted to talk to him about the repairs. At this point he said Rob said something about settling up, Im not paying anything for this repair. You dont actually think Im paying anything do you? . After further conversation where I explained to him that we would do everything possible to keep the cost as low as we could but he would be paying something he starts screaming and swearing at me. He called me an effing c*^t and stormed out. Al then started screaming at me telling me Josh has had a hard life and he raised him to stand up for himself. Two customers and an employee were at the desk and another customer had walked in during Joshs rant and he said to Al that Josh shouldnt speak to me like that. Al threatened to knock him out. Friday Josh called to find out when his truck was going to be done like nothing ever happened. Rob told him we didnt think we could do anything more with his truck that would be acceptable to him. We had invested the $2000 in the anticipation of helping him repair the truck. He told Josh to come pick up the truck. Then the posts started. Full of mistruths. Shared by many people- some of our friends even - because they didnt know it was us they were talking about. Saturday they came to get the truck. Rob made a video of them in the lot. They needed the battery yes but they could have asked for it and left the office while our staff brought it out but they wanted a problem. They wanted a fight. Rob told them to leave the office 34 (yes I counted ) times while backing them up to the door. Remember Rob is used to working with criminals, doing riot control. He backed them out telling them over and over to leave. All the while Josh is screaming in his face. These two are bullies. They want to fight. They feel they can throw their weight around and push people into compliance with them. So now you know the truth from our side. I would like you to consider which story makes more sense? Which one sounds like how I would treat someone? We have worked our buts off repairing the image of this company. We have repaired vehicles that were sold long before we started. We have revised payment plans to help people in trouble. We have sold over 150 cars this year. Why would we refuse to help this customer? We welcome your comments and please share.
Posted on: Sun, 04 Jan 2015 22:08:29 +0000
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