Uptown Auto Care Minneapolis, Minnesota

I am writing about this business because I don't want anyone else to go through all the hurt, deceit, and mistrust that we experienced at Uptown Auto Care in Minneapolis. We are senior citizens and purchased the Jeep at 8,000 miles and it has been serviced and maintained regularly. This has been a very dependable vehicle and the engine has never been apart.

We were experiencing overheating on our 1994 Jeep Wrangler and a friend from church recommended Uptown Auto Care in Minneapolis. Our church friend said the owner of Uptown Auto Care worked for him as a mechanic when he had his business, so we eagerly trusted his recommendation and wanted to support a local business- boy were we wrong!

Uptown Auto Care said the Jeep needed to have the head gasket replaced and Mark Puffer (owner and mechanic who worked on the Jeep) informed us that the cylinder head needed to be rebuilt and sent out to a repair shop. He told us that the valve seats fell out when he removed the cylinder head. What a lie! I later called and talked with other cylinder head shops and they informed me that valve seats are pressed into the heads and don't just fall out. I doubt that the cylinder head was ever sent out to a machine shop for valve work and we were charged for services we did not need or get. After all, the Jeep only has 80,000+ miles.

What really made us upset and caused us grief was when the Jeep overheated again and we had to have the Jeep towed over to Uptown Auto Care again. His told us to come back in 1,200 miles to have the Jeep looked over, but we never made it. Mr. Puffer informed us that the engine block was cracked and his warranty of 6 months or 12,000 miles did not cover the repair. We then took him to Conciliation Court and he told us that he would give us $700 or install a used motor at no cost. Of course we would have to purchase our own motor, but he later went back on his word and said he was not going to help us out at all. When you go to court it does not matter who is right or wrong- all that matters is whose story the judge believes. Another unusual action by Mr. Puffer is when he offered to buy the Jeep from us in court, which we later declined because of the low offering price. If you drive past his shop on 22nd and Lyndale South, there are several vehicles which have been there over 1 1/2 years and I wonder if has swindled some other poor suckers (customers).

When we got the Jeep home from Uptown Auto Care, I had a mechanic look it over and we found out that the thermostat was never changed and was stuck closed. He said this is what caused the engine to overheat the 2nd time. The certified mechanic also informed us that the cylinder head bolts, which we paid for had never been changed and the radiator cap was pressure tested and found to be okay. The bolts were all rusty and I don't think they would get that way with driving the Jeep for only 1-2 months.

The original estimate written by Mr. Puffer said that we should replace the radiator and serpentine belt, and radiator cap. The radiator and serpentine belt were replaced at that time. The replacement radiator and belt came from John's Auto Parts and Mr. Puffer claims this is what cracked the engine block. What a bunch of bull! The radiator was inspected by John's Auto parts as well as the certified mechanic and found to have a small pin hole at the top on the seam- a small leak, which would of not caused the jeep to overheat and crack the block. Lack of knowledge of not installing a new thermostat caused the engine to overheat, forcing the hot antifreeze to expand and damage the new radiator and crack the block.

Please contact me if you have been taken advantage by Uptown Auto Care. I have contacted the Minnesota Attorney General and they are investigating the so called repair facility. I also learned that the business on 2217 Lyndale Avenue South has been investigated by a local television investigator a few years back for replacing parts not needed and overcharging customers. It seems that they are up to their old tricks again.

How to Select an Automobile Repair Shop

1.Visit the Federal Trade Commission Website.
2. See if the Better Business Bureau has complaint reports on the repair shop.

CONSUMER'S GUIDE TO AUTOMOBILE REPAIR

Automobile repair problems can be frustrating, time consuming and sometimes very costly. Although all automobile repair problems cannot be eliminated, the following tips can help you avoid these problems by being prepared.

HOW DO YOU SELECT AN AUTOMOBILE REPAIR SHOP?

Look for an automobile repair shop before you need one and consider the following important factors:

REPUTATION -- Ask friends or family members to recommend a mechanic or repair shop that they like and trust. The local Better Business Bureau (BBB) will give you information on whether complaints have been filed against a specific business, the total number and whether or not they have been resolved.

MECHANIC QUALIFICATIONS -- Ask the service manager if the shop's mechanics have been certified by a car manufacturer or a professional organization, such as Automotive Service Excellence (ASE), and in which areas they have been certified, such as brakes, electrical, etc. Look for a mechanic with good training and credentials, updated knowledge and skill, proper tools and equipment and experience working on your particular model automobile.

WARRANTY -- If your vehicle is covered by warranty, be certain that the facility you select is authorized to perform repairs under the warranty. Work done by an unauthorized repair shop may void you warranty and be costly to you.

APPEARANCE OF SERVICE AREA -- The work area should be clean, well lit, organized and stocked with modern equipment and professional quality tools.

CUSTOMER SERVICES -- Ask if the repair shop provides the customer services you desire, such as transportation to and from work while repair work is being done, a loaner car, evening and weekend hours or a discount for work done on Sunday.

COST -- The cost for the same repair may vary greatly from one shop to another. If you know what type of work is needed, ask several shops for a written estimate.

WHAT DO YOU TELL THE MECHANIC ABOUT THE CAR?

• Before authorizing a car repair, discuss the problems with the mechanic and specifically:
  Give clear, brief instructions as to what work you want done. Do not give vague instructions or tell the mechanic to simply "fix" the car.


• Do not suggest specific auto repairs unless you are sure what type of work is needed. To help the mechanic pinpoint the problem, describe the car's "symptoms" simply and accurately, how the car performs or how it sounds.


• Many shops charge for diagnostic time or to partially disassemble a car component such as an engine or transmission in order to find the cause of a problem. Ask about diagnostic charges and if there will be a fee if you decide not to have the work done, have it done elsewhere or want a second opinion.

SHOULD YOU ASK FOR A REPAIR ESTIMATE?

Minnesota law does not require automotive shops to give cost estimates for repair work to prospective customers. A verbal price estimate can lead to misunderstandings as to the exact repair work promised at a quoted price, and may be difficult to prove. Before authorizing automobile repair work, fully understand what is and what is not covered and request a written price estimate that includes:

1. Itemized prices for both parts and labor for each repair to be made.


2. The type of replacement parts to be used, such as new (manufacturer's original or after market, independently manufactured), used, or rebuilt.


3. A notation to contact you for approval before doing any additional work not specified in the written estimate or if the price exceeds the original estimate. You may want to consider getting a second opinion or take your car to another shop.

WHAT SHOULD YOU CHECK WHEN THE REPAIR IS COMPLETED?

• Carefully review the completed invoice before you pay the bill to be certain that all requested work was done, and ask for an explanation of any changes or discrepancies.


• Request a written warranty or guarantee, if applicable, and know what it covers.


• Ask for all replaced parts and save them until you are sure that the repairs are satisfactory.


• Inspect and/or test drive the car in the parking lot or on the highway, if that is where prior symptoms arose, to make sure the problem has been corrected.


• If possible, pay for car repairs with a credit card since, under certain conditions, you can withhold payment if the repairs were not done correctly.


• Bring any repair or service problem to the shop's attention as soon as possible, and give them a chance to correct any deficiencies.

WHAT CAN YOU DO IF YOU ARE NOT SATISFIED WITH THE REPAIR?

Discuss any dispute with the manager of the business and allow the company to either offer an explanation or correct the problem. Keep copies of all written estimates and bills and written accounts of all experiences, dates, times, expenses and names of all contacts. If you are not satisfied, you may file a complaint with our Office or file a claim in Magistrate's Court.

If the repair was done by the dealership for your make of car and neither the service manager or general manager has been able to resolve the problem, check your owner's manual for the address of the nearest zone office and contact them. If the zone office fails to resolve the problem, consider a third-party dispute resolution program such as those sponsored by specific manufacturers, Better Business Bureaus or Automobile Consumer Action Program (AUTOCAP).

WHAT ARE SOME OF THE MOST FREQUENT CAR REPAIR DISPUTES?

PRICING/BILLING DISPUTES -- No laws or regulations govern how much a business may charge for goods or services. Comparison shop before you agree to have repairs done.

DELAYS IN COMPLETING REPAIRS OR SERVICES -- Uncontrollable factors can delay the completion of a repair. If the time of completion is critical, ask the repair shop to highlight that information on the written repair order and advise you immediately if there is a problem. Clear communication with the repair shop is essential.

FAULTY OR INCOMPLETE DIAGNOSIS -- If your car still has some of the same or additional symptoms after the repair has been completed, it does not necessarily mean that the work was not done. A good-faith repair could be affected by other related car components that were faulty, but not obvious until after the original work was done.

EXCEEDING ESTIMATES -- If the repair shop does the repairs as stated on the itemized written estimate, but charges more than the estimate, request an explanation.

QUALITY OF REPAIRS OR WORKMANSHIP -- The more you know about car repairs, the less likely you are to have problems related to the quality of the work.
Realistic expectations and extreme care in selecting a repair facility are the best assurances for a successful repair.

AUTOMOBILE REPAIR AND MAINTENANCE TIPS

• To preserve your rights under warranty and to keep your car in good running condition, read and follow the automobile manufacturer's maintenance recommendations found in the owner's manual.


• Do not ignore the warning lights and gauges on your car, as they may signal a developing problem that could possibly cause damage or void the warranty.


• Note the circumstances if an abnormal condition or malfunction should arise and report them to your mechanic. For example, does the problem occur when the car is first started or only after it has been running for some time? Is it present at low speeds or only on the highway?


• Keep service invoices and maintenance records organized and accessible, as they could be useful in a warranty dispute or when you sell the car.

1994 Jeep Wrangler Documentation

The thermostat which Uptown Auto neglected
to replace that destroyed the engine in my Jeep



















Damage done to the Jeep fenders by
Uptown Auto Care

The damage to the fenders were from Mr. Puffer leaning over the Jeep with his knees, as he installed the cylinder head. When the damage was reported, I was yelled at by Mr. Puffer in which he told me to "get out of my (his) shop." Does this sound like a satisfied customer as mentioned on their Website?

Charging/Overcharging for Services Not Needed

Looking at the invoice, I could not believe that I was charged for setting the ignition timing and adjusting the valves by Uptown Auto Care. As we all now it, we now live in the "computer age" and almost all engine activities are controlled by the computer. I was also proved right when I began to investigate and research my vehicle at my local library and found these two documents.

As I noticed that I was being charged for services not charged, I thought I better investigate other fees on the invoice.