Someone’s About To Learn The Mechanics Of Bank Disputes

My husband is a mechanic. He is very good at his job; he is an honest man who will be truthful about what is wrong with your car and how to fix it. He is also very knowledgeable about what he does and will not overcharge or cheat people in any way. Due to this, his shop is always busy with a steady stream of customers.  

Unfortunately, he does get his share of problem customers. This one in particular stands out even among the worst of the others.

[Customer] starts communication with [Husband] via telephone and asks about a price quote for an engine swap. A price quote is given. Then, there’s silence for a few weeks.

[Customer] calls again, and again asks for the price of an engine swap. When he is given the same price quote, [Customer] then starts to inquire about a head gasket replacement service.

Husband: “That would be [new price quote].”

Customer: “Why does it cost so much?!”

[Husband] explains in detail what is included in the service. He also explains that if the car engine has already overheated, it is recommended to swap the engine. Overheating of the engine can cause the components of the engine block to warp and cause damage.

[Customer] drops off his car and makes it clear that he wants a head gasket replacement service. [Husband] completes the service and the customer picks up his vehicle.

Two days later, the car is returned to the shop via tow truck (paid by [Husband]). It is leaking oil badly. Upon inspection, a hole is discovered in the engine block. The components of the block have warped and caused damage. There are also other visual signs of the engine block having been previously overheated.

[Husband] calls [Customer] to give him the diagnosis of the engine. [Customer] is very angry.

Customer: “Why wasn’t this fixed when my car was in?”

Husband: “The car was dropped off for a head gasket replacement service. In this type of service, the block is not removed and inspected as the engine is not being rebuilt.”

Customer: “My engine block problems are your fault! Something must have happened in the shop that caused the warping and the hole!”

After a lengthy conversation, filled with accusations, [Husband] encourages [Customer] to take his car to the dealership for a second opinion.

Husband: “Those mechanics can diagnose the engine damage, and you’ll see that the damage did not happen in my shop. They can also critique the professional head gasket replacement service I did, and you will see that the job was done professionally and completely.”

[Customer] refuses all encouragement to get a second opinion and strongly insists that [Husband] is to blame for his engine block issues. When [Husband] will not fix the engine block for free, [Customer] files a complaint against my husband’s shop with the state’s Attorney General.

He states in the complaint that he dropped his car off for a head gasket replacement service. Two days later, the engine block became damaged, and [Husband] is refusing to take responsibility for the block damage. [Customer] files this complaint while storing his vehicle for free at [Husband]’s shop. The customer never complains at all about the actual head gasket service [Husband] completed.

After our written response is received by the Attorney General’s office, the complaint is quickly closed without investigation into my husband’s shop. The customer finally picks up his car after a month of free storage.

[Customer] then calls his bank and brings a dispute against [Husband] via [Payment Service] which we use. His new accusation to get the money returned? “Goods or Services not as described.” This is a complete lie, as he was told in detail prior to the service what was included.

The dispute is still open. To prove [Customer] is lying, we have provided all of [Customer]’s original complaints against us and our written response. Both are signed under perjury of law to be truthful and accurate.

[Payment Service] has pulled the payment from our account and is holding it while they investigate [Customer]’s claim of “Goods or services not as described.” We are still waiting to see if the banks will see the truth in this situation, or if [Customer] will win and have his money returned to him.