Worst Service Ever

Item: Acd (Auto Care & Diagnostics)
Rating: 1

I would like to express my extreme dissatisfaction regarding a matter between myself and an ACD  CarWorks (RMI affiliated) workshop ( accredited to work on Mercedes Benz) Garage: ACD Carworks ( Formerly known as Kessel Motors) Address: 60 Loop St, City Centre, Cape Town, 8000 Phone: ***   Vehicle:   2005 - Mercedes Benz C180K Mileage: 197K with FSH VIN:   I booked in my vehicle for a routine service in Tuesday 31 May 2016. I received a call from Enrico around midday advising that after the assessment was done on the vehicle advising that the Battery is faulty and may needs to be replaced and a pollen filter is required to be replaced. And I advised him to carry out the service only. When I collected the vehicle I received the job card with report indicating that the work carried out included an oil change, oil filter and spark plugs. I confirmed this with the advisor on the day. As I was about to leave, I noticed that my engine management light was still on. I enquired about this as this is usually “cleared” after a service. They hooked up the diagnostic machine and after a few minutes I was told all is well and al faults were cleared. As I was driving home the same day .. the car felt “funny”. The following morning when I started the vehicle the car idled erratically and jerked when pulling away. I returned to the workshop where they performed another diagnostic test and I was told there was a “misfire” on cylinder 3. I questioned this as the previous day I was told that the “expensive” plugs were put in and this made no sense. I was told that I need to change the battery as this is the source of the problem- as it is “throwing” the electronics out. The faults were cleared and I drove the vehicle home again and still was not driving properly,   The next morning whilst on my way to work on the N1 – the car lost power and there was a severe misfire. I stopped the vehicle and enquired if I could take the vehicle to the ACD branch in Durban road to have a look at what the problem was. I was told this was not possible as they are franchised workshops and that I should just replace the battery and everything will be ok. I then replaced the battery at a battery centre in Durban road. With the new battery in – the problem persisted – I called the workshop again and was told to bring the vehicle to them so they can assess. I took the vehicle to then mid-afternoon on Thursday and they checked once again.  After a few hours I was told everything is sorted as they checked all the issues and cleared all the faults again. I then drove home again when I entered my garage the engine light popped up again.   Friday I took the vehicle back in – they checked again and then discovered that no plugs were in fact replaced as I was told on Tuesday. Upon further inspection it was found that the air filter was also not checked- At this stage I am questioning of in fact the oil and oil filter was changed as well. They ordered some plugs but NOT the platinum plugs as recommended for the vehicle as well as what I was originally told was replaced.   One of the advisers test drove the vehicle and came back telling me that he “hammered” it now to make sure everything is ok and joked to say make sure your wear the seatbelt as the car “moves” now. The car was hot and smelly ( “smell” of clutch”) when someone “:gives it the beans”.   Then drove home once again and on the M5 – the engine light popped up again. The vehicle was idling eratic at standing / low speeds. I parked the vehicle. On Sa****ay Morning on my way to usual Sa****ay rugby, when I started the car, it just swung and did nothing – no starting – no nothing – just swing – I swung it twice and then left the vehicle. I tried calling the workshop with no answer. I sent an email to the workshop address on Sunday morning asking if someone could come out and have a look at my place of residence as the car did not want to start at all.   I called at 07:30 on Monday morning to enquire and was told that they need to have the car at the workshop to an assessment again and that they will be sending a tow truck. The truck eventually arrived at around 11am and off he went. This after numerous calls to enquire when they will be coming.   After numerous other calls during the day to determine what the situation is. I eventually drove to town to see for myself. Upon arriving, I am told, that the timing is out and the head needs to come off, 2 gears need to be replaced and some tensioner. I am astounded by this  as the vehicle was perfectly fine when it came in for the service. No missing , no eratic idling, no noises, nothing … I was then told that I have a choice – I can have them quote me for the work or get a second opinion. I am flabbergasted by this as I am trying to determine what went wrong between Tuesday and now and how through all the checks were not able to determine that there may be a different problem. I am simply told these are the choices or you can speak to the manager. When speaking to the manager he was arrogant and rude and basically told me  to “**** off” as he is not taking any responsibility as they only carried out a service and did not perform any mechanical work. He also claimed that there was no way of determining that the timing was out or that the “chain” jumped other than opening up and having a look. “it’s impossible to know this” I was told. I then asked is it not possible that while trying to fix the “actual” problem of misfiring that the misfire may have caused the timing to go out resulting in this. And the response to me was “are you a mechanic” . Now whilst I may not be a qualified mechanic – there is a reason for timing to be set and PDC and in fact a misfire could throw this out. he then goes on to tell me that they vehicle came in with an existing problem as the light was on. I question what this problem was as they did the assessment and if this was the case they should have advised me but I was told replace a battery and a pollen filter. He then confidently tells me that the timing issue was existing before I brought the vehicle in and this is what caused the misfire. I then ask – how are you able to determine that if just a few seconds ago you confidently tell me as a mechanic “I assume” that the only way to know this is to open up and check. He the storms of to a little office shuts the window and remains there, leaving me standing on the workshop floor is utter disbelief. So If they did nothing else but change the oil – how is it that he can determine that there was an existing issue  with the timing and gears etc.. if they did not check. How is it that only after the car was worked on by them – I had a misfire ? How is it that plugs were not changed when I was explicitly told that they were   The customer service was pathetic, the explanations make no sense, the sheer arrogance of claiming that they did nothing wrong to cause the problem is unacceptable. The car was misfiring after routine service and the problem still not resolved and now the vehicle does not drive at all.  I expect the workshop to claim responsibility as the root cause of the issue, misfiring was not resolved and the car was on a worse position than when it arrived in their care. Similarly if the diagnosed the misfire correctly and did the proper checks this could potentially have been avoided.   I am now stranded without a vehicle with no means to get my kids to school and back and myself to work. I have already lost 3 days of work and time in trying to get the original issue resolved since taking it in for a routine service.   Thanks   PS: the social media presence and claims against ACD as an entity are more poor than good and it appears that customers are experiencing similar issues across the chain. Is this a tactic ?

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