RNS Automotive, LLC

I apologize in advance for your dissatisfaction with RNS AutomotiveWe have been servicing customers in our community for over years and strive to give our customers the best service possible in every aspect of the services we offerHappy and satis?ed customers are what have
sustained us.I feel I must defend myself and my company regarding this letter that I received from youI ?nd myself taken aback by some of the allegations and a little confusedYes I agree that due to the extent of repairs done it did take some time to complete the job but we were in contact with each other throughout the processThe initial estimate to you was $ and as you stated that estimate was made to you over the phone before your vehicle was even towed to the shopI did explain to you that until we begin to disassemble the engine and actually see the extent of the damage that prices could and most likely would be higherUpon initial assessment when the vehicle was towed in, judging by the terrible sounds coming from the internal operation of the engine and based on the mileage being over 100K miles we did in good faith talk to you about the option of just re- placing the engine with a good used lower mileage unit and discussed a comparison of costsWe do this as a practice not to our bene?t but yours With a used engine we know the costs involved and can give an exact quote of parts and labor with no un-knowns (engine cost, labor & misc.) versus the time & labor to remove and tear down a damaged engine for inspection in order to get prices for all affected components neededYour complaint is that we did not give you a written estimate for your approval before starting work but in this case that is not possible as the engine had to be removed and disassembled to assess the damage for an estimate to be made which was clearly explained to you before we started.In reply to you feeling mislead at the start of this process when your vehicle arrived at the shop, the engine was running very rough, making loud noises internally and leaking oilOur initial inspection of things externally found a crack in the right side valve cover at the rear area where one of the timing chains are located indicating that the chain was so worn and loose that it came in contact with the cover causing a crackAs indicated in the repair order that valve cover had to be replacedThis diagnosis was not misleading, just an initial evaluation of how bad things looked internally in the engineThis is another reason we recommended replacing instead of repairing.Mr***, throughout the time your vehicle was with us you never indicated to me that you were angry or dissatis?edYour vehicle did sit idle at times due to the availability of parts, most of which had to be special ordered from the mainland as parts were not available on the islandIn numerous conversations we explained that to youUpon completion of the job you informed us that you were leaving on a trip in a few days and didn’t want to pick up your vehicle until you came back which was several weeks later You stated in your letter that your vehicle was left out on the lot neglected Once worked started on your vehicle it was pulled into the shop and parked in the bay until it was repairedIt was in the shop out of the elements and not “neglected” as you stated. I can touch on every point of your letter and we can go back and forth about the situation but the point is I never got a sense from you in any way that you were so disappointed with the situation until nowI told you from the start that the repairs would take timeAvailability of parts did not help the situationWhen you came to pick up your vehicle and we explained all the costs, you agreed that the repairs were necessaryI quoted you hours labor at the start and stuck with that quote although many other components needed to be replacedAs per the invoice you can see that I also did not charge you for engine oil, oil ?lter and coolant to keep costs down for youI released the vehicle to you with only partial payment as you requested as a courtesy to you with the agreement that you could pay the balance of within a month which goes against company policyYou paid the balance without any sort of issue and only now do I ?nd out that you feel taken advantage ofThrough numerous phone conversations which you deny, the circumstances behind the returned check is that when you ?nally came to pick up your vehicle approximately one month after completion and noti?cation you informed us that you only had that you could payI agreed to let you take your vehicle with partial payment which again is against company policyNot hearing back from you after over months I contacted you regarding ?nal payment at which time you informed me that you had sent a check to the address on our website a month earlierI asked what address you used but you could not rememberBeing that a month had gone by according to you and no check was received you said you would put stop payment on the check and send me another check to the address that I providedA few days later a check arrived at the shop address and I thinking it was the second check deposited it which came back from the bank as a stop paymentThe issue with this check is simply a communication errorI deposited the check assuming it was the second one sent as per our conversationHad I known this was the check sent over a month earlier I would not have deposited it as that simply makes no sense knowing it would be returnedI still have not received any other check mentioned in our conversationWhen I contacted you about this situation you were gracious enough to give us a credit card payment and as standard business practices we attached the return check feeBeing in business for over years I make it a priority to never do anything to upset a customer and I apologize for this check situation as I would not have deposited the check had I known what I know nowI would be happy to reimburse you the that you initially requested. I do apologize that you had an alternator issue after picking up your vehicle but I assure you that the alternator was functioning normally at the time of work completionAs for the window issue I can’t explain other than age and wear related to your vehicle but I would be happy to repair the window for you free of charge and also refund you the cost of the alternator and battery out of good will due to the circumstances.So my proposal to you is as follows: I will reimburse you for the battery, for the alternator, in bank fees and happily repair your non functioning window estimated at I will also be inclined to offer you free oil changes on your vehicle for full year, every months or miles, whichever comes ?rstEstimating oil changes @ per service is 139.80.Mr***, my business depends on satis?ed customersWe are a family owned small business deeply rooted and involved with our community and I have always been open, upfront and hones with our customersI hope we can resolve this issue and again become friends.Sincerely yours