Quality Tune-Up Shops #50
Added on September 1, 2016, by Reviewer1856072
Review: I am a disabled person,..I then took my service van to quality tuneup to repaired they have my service van since 10/02/2015. I no longer have any way for my electric wheelchair to go to my doctors appointment. Every time I go to pick up my service van the repair man Edwin told me that he sent the van to Dodge Chystler of Sacramento for a test that was in October. I have not had any service vehicle since. All he does is give me excuses about my service van.Desired Settlement: Provide with another service vehicle so I can get around in my electric wheelchair and doctors appointment.
Thank you for your inquiry. We are pleased to provide you this response addressing the circumstances relating to the repair of this gentleman’s vehicle. As you will see, the outstanding care and service Quality Tune-Up provided to this individual went far above that which one would anticipate receiving from any vehicle repair facility. We at Quality Tune-Up are proud of our over thirty-five (35) years of quality auto repair service provided to the residents of the North Sacramento, Natomas area. While many local repair facilities have come and gone, today we often find ourselves servicing the vehicles of the children of our original customers. Simply put, we are committed to excellence and the care of our customers. This instance is no exception. We can understand the frustration of this disabled gentleman when his van of twenty-years was stuck is in a repair facility for an extended period of time, but that was caused by the nature of the vehicle’s complex intermittent electronic malfunction, exhibited only under certain operational driving conditions, which was very difficult to troubleshoot, isolate and correct, through efforts of not only our facility, but also through the efforts of the local Dodge repair facility with assistance of the manufacturer. During the time the vehicle was at the local Dodge facility, we assisted Mr. ***** by diligently monitoring the efforts of Dodge and keeping him informed as to their progress. Additionally, as a courtesy to him, we provided Mr. ***** with significant funds towards a rental vehicle during the time his vehicle was at the Dodge facility. He was not charged for any of the work completed by Dodge; and finally, we operationally tested and inspected his vehicle once Dodge was able to complete the repairs. A brief synopsis of the circumstance follows. This gentleman brought his vehicle, a 1996 Dodge can with over 100,000 miles, to our shop with complaints that it exhibited an intermittent malfunction of “cutting out” sometimes. Our road test duplicated this malfunction when driving the vehicle. It appeared only at certain operational speeds. Under other operational conditions the vehicle did not exhibit malfunctions. Detailed diagnostics were performed indicating a defective computer control module. This module was replaced, but, in vehicle road testing under driving conditions, the intermittent malfunction was again duplicated. In discussion with Mr. *****, he agreed to have his vehicle taken to a local Dodge repair facility, since the Didge dealer would have access to factory resources to assist in their troubleshooting and diagnostics efforts of what appeared at this time to be a complex electro-mechanical intermittent malfunction. We agreed to take Mr. *****’s vehicle to Dodge, free of charge, as he is disabled and it would be difficult for him. We believed this was consistent with quality service and care we provide to our customers. We also advised Mr. ***** him we would cover any charges by Dodge. Dodge, in their diagnostic testing, duplicated our findings, and unfortunately, in their road test after completing work, also found the same intermittent malfunction present at certain speeds. Again, the intermittent malfunction could not be duplicated in the shop environment. The customer was fully advised of Dodge’s findings, and that Dodge needed further efforts to diagnose and isolate the intermittent malfunction. This was all agreeable to Mr. *****. During this process with the vehicle at Dodge, on behalf of the customer, I made five separate trips to the Dodge repair facility to personally meet with the Dodge Service Manager concerning the status of Mr. *****’s vehicle. On one visit I also brought my lead technician to assist in the meeting. Further, during the time his vehicle was at the Dodge repair facility, on behalf of Mr. *****, I made over 20 phone calls to the Dodge service manager to discuss the status of the vehicle. I promptly kept Mr. ***** informed with the status received from Dodge on an ongoing basis. The customers pejorative opinion expressed in his letter to you, “All he does is give me excuses about my service van,” is far from the truth. Unable to diagnose and isolate the intermittent malfunction, Dodge was planning to have a Dodge factory engineer come to the Sacramento Dodge facility to assist in troubleshooting Mr. *****’s twenty year old van. Thereafter, we were advised by Dodge, that a repair technician staying overnight to troubleshoot (without interruption) successfully isolated the malfunction to a possible faulty low voltage electronic wire bundle. Then, after unwrapping the wire bundle and tracing out the signals on the individual wire, he found that two wires had insulation that was worn and signals present at certain operational speeds were shorting out causing the central processing unit to shut down. Once the worn and defective wires were repaired and the vehicle assembled back, it was road tested, and the intermittent malfunction could not be duplicated.After being notified by Dodge that they had completed repair, I personally picked up and road tested Mr. *****’s vehicle to verify the malfunction had been cleared. I then drove the vehicle back to our Natomas shop to inspect the vehicle. This was completed, and on January 8, 2016, I called and notified Mr. ***** his vehicle was ready. Please note that the customer failed to disclose to the Better Business Bureau (Revdex.com) at the time he made his statement to Revdex.com material facts such that we had at that time, as a courtesy to him, paid him over two-thousand, three hundred dollars ($2,300.00) toward rental car expenses he might need while his vehicle was being repaired. Since then we have provided him additional assistance toward a rental vehicle. This is unprecedented. Here, the customer had a twenty-year-old malfunctioning vehicle with over 100,000 miles – there was no new car warranty, no service warranty, nor rental car insurance to provide a rental vehicle. We, as with other repair shops, do not provide a courtesy vehicle or provide rental vehicles to such customers having their car repaired. But her, because of this gentleman’s disability, and his being a member of our community, we tried to do everything we could to care for his situation. We gave him significant funds toward a rental expense (e.g., if he needed a vehicle for doctor’s appointments), and we spent significant time and effort to monitor his vehicle’s repair at the Dodge facility. In fact, as a courtesy, we even provided him and his caregiver with free turkeys on thanksgiving. Unfortunately, when contacting you, the customer, Mr. *****, was not forthcoming in relaying to you material facts about his situation; namely: 1) He failed to state that he agreed to have his van troubleshot and repaired by the Dodge facility, and he failed to state that he was given the choice to take it there himself or have us take it to Dodge on his behalf. (He agreed to the latter.); 2) The customer failed to state that he knew his vehicle was at the Didge repair facility (not ours) at the time he made his statement to the Revdex.com – his statement that he came by our facility to pick up his vehicle is untrue, he knew his vehicle was at the Dodge facility and he was receiving constant updates from us on his vehicle’s status; 3) He failed to state that during the time his vehicle was at Dodge that he only came by Quality Tune-Up to pick money towards a rental vehicle (which we graciously provided to assist him in his unique situation) – and he failed to inform the Revdex.com of the significant amount of money toward rental assistance we had already provided him; 4) Mr. ***** failed to tell you we were fully covering the cost of Dodge’s diagnostics and repairs at no increase of cost to him; and 5) Mr. ***** failed to advise the Revdex.com that we made multiple visits and multiple phone calls on his behalf to the Dodge repair facility and always thereafter promptly informed him of the status of his vehicle. Apparently, Mr. ***** was just frustrated at the loss of his vehicle at the time he, or someone on his behalf, made a statement to Revdex.com. But, while that might be understandable, it is disheartening that he chose to put us in a false light with the Revdex.com at a time when we were going far over and above to assist this disabled gentleman in getting his twenty-year-old vehicle, exhibiting a complex and difficult to isolate malfunction, repaired and back to him.The current status as of the time of this letter is that Dodge, with assistance from the manufacturer, has found and isolated the vehicle’s malfunction, and they have completed the repair. We have test driven and inspected the vehicle after Dodge’s repairs. Finally, we notified Mr. ***** on January 8th that his vehicle is ready for pick-up without any additional charge for the services performed by the Dodge. We have also informed the customer that Dodge is warranting the work they did. Mr. ***** has yet to pick up his vehicle as of the date of this letter.Thank you for the opportunity to respond to your concerns. Sincerely,***** ******General Manager