Jones Motors

Hi Shatyra. I’m very sorry to hear that you weren’t 100% satisfied with your service experience. I have looked into your situation and I feel that we were extremely fair and accommodating. When you brought your van in for the overheating issue we diagnosed the issue as a bad head gasket. At that point we were very upfront in explaining/recommending an engine replacement due to the vans high mileage (over 200k) and the inability to determine the extent of the internal damage. We empathized with your budget constraints and moved forward with an attempt at a head gasket repair at your request. We disassembled the engine and sent the necessary parts to the machine shop. The machine shop determined that the engine block had gotten so hot that it was unsalvageable (something we were weary of in the beginning). We presented these findings and options to you and then stored your car free of charge for 30+ days while you determined the direction you wanted to proceed. Upon picking up your vehicle you refused to pay the balance owed in service as you believed there should be no charge for the initial work that we did. In a showing of compassion due to your financial situation, and the customer who referred you, we reduced your bill to $250, simply to cover the charge from the machine shop. We were never paid for the diagnosis, engine disassembly ($450) and storage of your vehicle. In the end we did not charge you for work that wasn’t done, we in fact didn’t charge you for work that actually was done.We understand that the news you received about your van’s engine was not ideal but it was not something that we failed you as a shop. It is in fact the integrity of our shop that wouldn’t allow us to make a substandard repair. I feel like we went above and beyond to show you compassion and patience during this situation. Hopefully after some time passes you can agree that we were very upfront and treated you very fairly.