Automotive → mechanic refuses to fix car

The computer in my car fried along with a coil. I replaced all the coils and spark plugs and purchased a remanufactured computer. I had my car towed to a dealership to have them check the wires, install and charge the battery, plug in the computer and do a parameter reset. They agreed to do this. I had to call them every day for updates as they would not call me. I was told the computer I bought had shorts and didn't work. I got a replacement at no charge and took it to the dealership. They said my car was fixed. I asked about the charges since I got 2 different bills with 2 different explanations of work done. The service man got irate and started yelling at me. I ended up paying the bill a week later. I drove the car 5 days, 24 miles per day, and found myself broke down. Same issue. Dealership towed my car and replaced a coil at no charge. I got the car again and drove 24 miles per day for 8 days only to find myself broke down again for the same reason. The check engine light came on, I lost power and the car was misfiring. I called the dealership and they agreed to get the car again. When I dropped the keys off I asked if they would replace the wiring harness since they overlayed the 2 wires I was concerned about. The mechanic said no and started yelling at me again.I left and the police called me stating I needed to go pick up my keys and I am no longer allowed on the property. The dealership then refused to give me my keys and demanded I sign a paper saying I was harassing them and the are refusing to fix my car. I asked for a refund since the work done all 3 times was the same thing. Not sure what is happening now. Am I out all the money I paid for repairs? Am I entitled to any of my money back? I live in PA. Any ideas? I have a broken car sitting in another town waiting to be towed.

Call a lawyer.

If this aint a troll seeing as the user just joined the site, as I understand OP you told the dealer what to do, you did not ask for them to do a diag. This is where you would likely lose, you told them what work to do, they did it, they are NOT on the hook if the issue comes up again. If you are telling them what to do they might be getting annoyed and this is the reason they do not want to work on your car.

I fail to understand however how the dealer can call the cops to tell you to get the car out and then prevent you from doing that anything you signed would be under duress I would think. Just call the cops they can't hold a car that does not have a bill on it.

But ya a refund if I understood correctly for doing what you told them to do is never going to happen. You screwed up not them.

I told them what needed to be done and what I already did. They ran diagnostics on the car after the first computer didn't work. I agreed to that. They stated a wiring harness needed to be replaced and I agreed to that as well. They did not swap the harness for a new one but instead overlayed wires. When I asked to have a new harness installed after the car broke down the last time the mechanic went off on me saying they were not going to do that. I was under the assumption that when a mechanic tells you what the problem is and what needs to be done to fix it and I agree to have that work done then they would actually do that work. When he didn't change the wire harness and the car left me sitting I asked for it to be replaced. As soon as I left he called the cops. Perhaps since this was now the 3rd time they had the car in 2 weeks he just didn't want to deal with it? I'm not sure since I can't seem to get any answers from them when I call. I was just looking for some advice on whether or not I could be entitled to a refund or a partial refund or if they are obligated to fix the car since the work they did do should be under parts/labor warranty. Anything else would be on me to pay them for work/parts. I only asked him to fix it and I didnpay the bill the first time. He got mad when I questioned some of the charges. I thought I had a right to know what I was paying for especially since I agreed to specific work and they did something entirely different.

Make ,model , year of car. Name and location of Dealership.

2007 Mercury Milan. I don't want to name dealership as I don't want any problems. Well, more than I already have with them. There is an issue with the ECM in these vehicles. I researched this up and down and did work myself since the car is out of warranty and there is no recall. I did not demand work to be done or tell them how to do it. I just stated what I did and what I needed. They agreed and we're willing to work on the car but after I questioned the bills, there were 2 with different charges and explanations for the work they did, my problems began.

Obviously a lot more to this story on your part if they had the police tell you you're no longer allowed on the property. In any case cut your losses with them since they don't like you and apparently can't fix your car. Maybe you could call Ford corporate and see if they can do anything. I wouldn't expect much though, I've personally found them worthless.

I called Ford Corporate but they only issue negative feedback on the dealership. The "more to my story" is questioning the 2 different bills. 1st showed error codes and shorts to the 2 wires I told them about. Stated they reprogrammed the computer and did PATS reset. Stated they started the car and the computer was shorted out. Intake manifold removed, 2 wires overlayed. $562.00. The next day the bill was higher. Stated they reprogrammed the computer, PATS reset, ran error codes, checked the work I did, diagnostics, found shorts in the 1st computer, installed and redid PATS reset, programmed computer.
I asked why they programmed the computer. He said it had wrong codes. I asked for that in writing to get my money from the place I bought the computer. He agreed. He gave me a statement in writing and said he left out that they overlayed wires to keep the red flags out. I asked why the difference in charges and price on both bills and that's when he started yelling at me. Said he has 30 years experience and if I know it all why did I take my car there. I told him I'm only trying to understand everything since I have to send the 1st computer back and if it shows it shorted from something I did I would have to pay for both computers. I only bolted the computer in and did not connect it as the battery was dead and needed to be charged before anything was to be connected.
The cops were called after the car broke down the 3rd time, that would be the 2nd time after the dealership worked on it. I asked to have the wiring harness replaced since he told me it needed to be done and I agreed to that work being done. Instead he overlayed wires and I did not complain since he assured me it would fix the problem and be cheaper. He got nasty when I requested he replace the harness. I did not force him, threaten him, demand anything from him. I am female and I don't know what he knows about cars. I looked to him for advice and repairs and trusted he would tell me. This isn't a small company and I have many friends that work there. They came highly recommended and I never had problems in the past with them. I also never dealt with this guy before. If you were handed 2 bills within 18 hours of each other and both stated different things, wouldn't you ask about? I thought I had a right to do that. I wasn't arguing the work. I was asking about the charges being different. I had to cover myself on the computer since they said it was shorted out. I couldn't afford to pay for 2 computers, especially if one was shorted out by the dealership. The computer company said they'd accept it back under the warranty after the fact. At least they worked with me.
I'm just asking if I would be entitled to any part of the bill I paid to be reimbursed since they now refuse to fix the car. I know they did diagnostics and a reset and I'm good with that part being paid. It's the rest I'm questioning.

Sounds like you paid them for labor since you supplied the parts. This is where you went wrong.

The dealership is now trying to protect them self, from you and your claims.

If I were them, I would do the same thing!

Cut your loss.

If you want a warranty on parts and service, you know what to do next time.

Thank you. I understand all this to mean I will not get any form of refund and still have a broke down car. Lesson learned...don't trust a Ford. haha

Did you pay by credit card? Is reversing the charge an option?

I paid cash. The company I bought the computer from said they will check the first computer and send me detailed info. They believe the dealership may have shorted it out. I think with everything done and after checking the bills several times, I am wondering if they didn't check the wires I mentioned and then shorted the computer and maybe that's why he got mad and started yelling at me. The bills make no sense. There should be one bill for the first fix. I have 2. Different charges. Different explanations. The paper stating I harassed them so I could get my keys. I don't know. I didn't argue with them. I simply asked for explanation. I don't dispute labor but I also don't understand how $7.00 in parts involved so much labor. I just wanted an explanation of the bill. If I had $2500.00 to have them do the whole fix I would have. But I'm a broke a$$ beotch and tried to save some damage by installing coils and spark plugs myself. I guess it doesn't really matter now though. Found out this guy is an elected official of some sort in the town he lives and works in so...You guys have been great with answers. Thank you all for your input. I think I'll trade my car in for a horse and buggy.

What does "shorted out the computer" even mean?

I don't know. The mechanic said the computer I bought was shorted out inside. I tried to ask questions and understand and all he did was yell at me.

Bringing your own parts always makes any follow up problems tricky. A lot of mechanics will not install used parts supplied by the owner.

you probly already know the reason why repair people, solo or independent or dealer, want to install parts that they supply: they normally mark up the cost of the parts by double or triple.

if you bypass that, they make less $.,
but they also don't have a $ cushion to protect them against parts that go bad etc.
so that's partly why they don't want to work.

from what you have mentioned, it sounds like you may have saved $400., but not gotten things fixed.
so for future, balance doing things yourself against paying extra, say double, to have someone else do everything and guarantee it.

you also may be seeing diminishing returns: if repairs keep being costly, compared to the $ value of the car, it's time to arrange a newer car.

As you word your replies you keep changing what happened. Either you bought the car to the dealer and said XYZ is happening... can you fix it OR you brought it to the dealer with your own parts, your own list of what to do and told them to do the work.

Despite you saying they did diag. every time you say you asked for XYZ to be done, you supply your own parts, etc. They are not on the hook for any work they did that you requested outright, they are not on the hook for any parts you supplied that did not work. The way they would be on the hook for the bill is if you said "the car runs rough please advise" they then decide the coil / computer is bad, they replace said parts, car breaks down few days later. OKay now it is the dealer who screwed up and should be working with you. If they supplied the computer and it "had a short" it is now the dealers problem, if you supply it now it is your problem.

You walking in saying coil died, computer is bad here is a new one, charge the battery, do a parameter reset, etc is the problem.

Why is it after the third breakdown you asked them to replace the wiring harness why are you not asking them to find and fix the problem?

Depending on your state as well you are not on the hook for any work that you did not sign a RO for. I know in NY, if the shop does not get a signed RO, written or verbal authorization for additional work, and way too many other things, you can complain to DMV and they will get involved.

BTW you always *ALWAYS* get a lawyer from outside of at least your county. If not everyone knows everyone else and you won't get the best representation.

I don't mean to make it sound different. I just don't know how to explain. I put new coils and sparks plugs on the car and bolted in a remanufactured computer. I asked the dealership to charge the battery, check wires that were worn, connect the computer and do a pats reset. They quoted me over the phone and knew what work I did. I asked them to call me with an update. They wouldn't call so I had to call them. They said the wiring harness needed to be replaced and I told them to do the work. When I called for an update they said the computer was shorted out. The place where I bought the computer gave me another one at no charge and I just needed to send the 1st back. I gave the dealership the new computer and they installed it, programmed it and a pats reset. They said it was fixed and running great pay your bill and take your car. I stopped after work for the bill and the next day when I went to pay it there was a different bill with different charges and a different explanation as to the work they did. I questioned the price difference and work difference and rather than tell me I got yelled at. I left and did not pay the bill that day since the new bill they just handed me was higher and I didn't have enough money on me. I went back a week later and paid in cash in full and took my car. 5 days later it broke down. They towed it and replaced #5 coil at no cost. 8 days later the car broke down again. Each time the same thing happened. Check engine light came on, lost power, misfire. They agreed to tow the car and fix. I dropped the keys off and then the cops called me to go pick up my keys. They would not give me the keys until I signed a paper saying they refuse to fix the car because I harassed them. My car broke down and is sitting in another town. I called because I need it fixed. I asked for replacement of the harness because they originally said it needed to be replaced and they didn't do it. Everything else was new and every time I asked a question I got yelled at. I did ask them to fix the car. They did. It broke. I asked again. They did. It broke. I asked again. Cops called instead. My car is still broke and in another town since this all happened end of day on a weekend. I'm frustrated and I keep looking at t 2 different bills wondering what happened. I guess I'll just wait for the computer place to get back k to me and go from there. My local mechanic can get the car and fix it or send it out to someone different. Perhaps a new car would be less frustrating.

It sucks but it really doesn't matter what the computer company says. Bottomline is the computer was supplied by you. Even if the bad wires caused the computer to short ( which i highly doubt). You really cant fault the dealership for plugging in a computer you installed. Diagnostics would have been done with the computer installed.

FWIW, I wouldn't be surprised if the issue isnt the computer again. Online remanned computers have a less than steller reputation

So if diagnostics are run and they say it's a wire issue and do work on that, it should run. in theory. so now it runs and breaks again. diagnostics show a faulty coil. it's replaced. again it should run. in theory. so it does and then breaks down again. I assumed when he said replace wire harness and then overlayed wires that maybe replacing the harness would make a difference. I really couldn't get anywhere with this guy since all he did was yell at me instead of answering my questions. so at this point it's safe to assume (yes I always do what that word says) the computer could really still be the issue and no matter what I fix or the dealer fixes it'll still break. I have no idea how diagnostics work so...shouldnt that pick up a computer problem?

Without seeing the "different" bills could it not be that the replacement of the computer was added. You supplied a bad part (even if they damaged it the problem becomes you need to prove it)... you are responsible for the labor.

Sounds like to me they did everything they could do and even more than they should have. Anytime you supply parts or changed parts yourself that later fail OR anytime you tell the shop what work to perform (no diagnosis) you are on the hook for any issues.

I still don't understand where the cops are coming from... you dropped off the keys the cops call but really that does not matter. Sounds like the dealership is whacked out on that...

The only part that matters is the following

You replaced coils and plugs and you replaced the computer, you told the dealer to charge the battery, check the wires, connect the computer and do a pats reset. You never asked them to do diagnosis they are not on the hook for anything.

Not that I am siding with the dealer it just is what it is...

The only thing safe to assume right now is the car should have been brought in for diagnosis. Just because the computer throws a code does not mean that code is the damaged part, the problem stems from, you already worked on it, they do not know if you removed faulty parts, if the new parts are faulty, what you may have mucked up...

The wire overlay was likely to save you money vs a new harness (I don't even want to think what it would cost if they had to replace the main harness) and if it is an electric issue... those are the worst to track down.

And in no way am I trying to blame you or attack you OP, I am just trying to give you the dealers (or really any mechanics) side of things.

I understand. Diagnostics were done when they charged the battery. I agreed to that. That's where the faulty wire harness issue came up. The charges on the bill are $3.80 gasket. $3.60 pcv elbow. $468.00 diagnostics/r&r upper intake/repair primary circuits. $54.00 program key/extra key. that's the bill they had me pay. the other bill was much higher. $531.00 labor. $90.00 diagnostics. $72.00 replace engine control module. $153.00 intake manifold. $135.00 harness overlay. $65.00 pats reset. I asked why the bills are different. this is what started the whole mess. would you not question that?

I spent over 25 years as an Automotive Technician. Several independent shops I worked in would flat out refused to use customer supplied parts... Because we had no idea who or where it came from, and the quality...
One dealership I worked at would install customer supplied parts but offered zero warranty on labor..
I have read several states have laws that protect the repair service center from liability should they use customer supplied parts and things go sideways. Numerous dealers and independent shops have release of liability statements in fine print on the repair order.

You never stated whether the shop you took it to was an actual ford dealership or an independent repair facility. I find it odd that any dealership would install customer supplied parts and even more specifically a dealership where you actually talked with the technician and not a service writer or service manager. That does not happen..

If it was a certified and actual ford dealership they are contractually obligated to repair your vehicle or issue a refund... However an actual dealership rarely if ever will use customer supplied parts because of that contract with the manufacturer to maintain their dealership factory authorized service certification..

I used an axtual Ford certified dealership. I told them what I did to the car before I took it there. They knew some parts were installed by me. the warranty is out so they said it didn't matter. I made sure to tell them I did work as someone who works at that Ford dealership said they might not take it. the head of service is who I spoke to before I took the car there. I asked for updates and when he said something needed to be done I agreed to them doing the work. the problem I have is the different bills for the same work and now the refusal to fix the car. if he took the car and said $2grand to fix well I guess he'd be holding my car a while but I'd rather him fix it and pay it off then get it than have it sitting somewhere with nothing being done. I did call Ford Corporate but they only file negative feedback. I also tried to speak to someone above the service man and mechanic and then the owner. They wouldn't let me talk to anyone. yesterday I left a message with the switchboard with my # and 3 minutes later switchboard person called and said the owner will not be calling me back and I signed a paper saying I harassed them so stop calling he won't talk to you. I don't understand how my car breaking down a 3rd time is considered harassment when I called for help. if I could scan the papers/bills I have you could see the nonsense.

Awhile back, my Chevrolet G20 van went into a limp-in mode; I had the dealer do a diagnostic and they said that their scanner could not communicate with the ECM and it was therefore bad. I went to NAPA and bought a replacement ECM, which I installed. After that, the idle speed was too high, so I went back to the dealer. They told me that the ECM I had installed was bad, so I told them to install a dealer part and I took the NAPA one back for a refund.

There are normally no refunds on electrical parts, but I had the dealer bill which stated that the ECM they sold me was defective, so NAPA refunded my money.

Th dealer never gave me any hassles about working on the van after I had replaced the ECM.

Well I would have asked about that but the mechanic just yelled for everything and I wasn't able to talk to anyone else. I'll call my local mechanic tomorrow and show him my bills and explain what happened. I'm sure he'll help me get it fixed. so darned frustrating. you guys have all been wonderful. thank you.

Oy... this is turning into a case for "Judge Judy" LOL

We really wish you luck with it. Mind if we ask the year and type of vehicle? We feel your pain as far as it all went down. Not that it helps with your loss but fwiw remanned computers from the internet are just computers that somebody took apart and hopes they fixed whatever was originally wrong with it. Not rebuilt or anything like that. Little solder and good to go as far as they are concerned.
As far as coil packs i have no clue which ones you purchased over the internet but most likely they were chinese made and far from what you would have gotten from a ford dealership had you actually had them troubleshoot from scratch. You buy coil packs over the interent as sets. Ford dealerships replace them as single coil packs as fords coil packs single are more than that chinese crap you buy off the internet. Only coil packs worth a shit you buy off the internet is accel branded. Not that any of this helps with what your going thru but it really sucks how the whole thing went down and i really think the ford dealership was trying to help you out even agreeing to work on your vehicle under them unfortunate circumstances.

In pa we do have small claims court. Not sure you have a leg to stand on tho given the unfortunate circumstances.

When you talk to the other mechanic prepare yourself mentally. You will likely have to allow the mechanic buy and install the necessary parts. Whatever parts you bought elsewhere and labor paid elsewhere is water under the bridge and gone forever.

Describe the problems you are having with the car. Show him the bills. Then ask for an estimate.

Understand reputable mechanic do not install parts customers acquired elsewhere, purely to avoid the situation you and this dealer find yourselfs in.

Walta