Bailey European

Initial Business Response / [redacted] (1000, 7, 2015/10/12) */ the customer in this case called several times to drop off the car and did not show on the agreed upon timewhen they showed up on a very busy day in the middle of the afternoonas soon as I saw the vehicle on a tow truck I walked out and addressed the customerthe car was still on the truck when I walked outif the customer had been here for minutes he arrived well before the vehicleif I didnt addrsss him properly it was because I did not realise anyone was herethe vehicle looked as though it had been abandonedcovered with dirt, rear suspension had sagged down so that I was impossible to movewe jacked it into the shop and found the vehicle would not start due to the customer had already had someone put in a shifter that could not be coded to the carso the center console had already been removed onceof course whoever did that and was unsuccessful in fixing the car because they didnt know you cannot put a used programmed shifter in them, got none of the blameat the time the vehicle was dropped off the customer said that during the process prior to its arrival the central locking had stopped workingi saw no correlation between the two and told the customer that I was going to get the vehicle running by installing and programming the shifter and that hopefully reversing whatever they had done it would bring the locking backafter we had repaired the vehicle the locks had not come backwhen called the customer asked if the locks were working and I told him that correcting the previous repair had not brought the locks backi told him that it would take time to figure it out and he would need to perticipate in that repair, he told me that that was part of the original deali did not want to argue so I went to figure out what was wrong with the locksspent about an hour and a half testing the locks and found the pump had all the proper signals and voltages and ground and my next step woul be to install a pump and recheckcustomer declined that repair and I gave him the diagnosis time as a gesture of goodwill when the customers wife came in she was upset that the locks werent fixed, I told her it had nothing to do with the repair I made in order to get the vehicle runningtold her I had spent a good amount of time on it and believed the problem to be in the pumpshe told me that the locks were working when they brought it in and that it was my responsibilityi asked her why her husband had asked me to look into the locks when he brought it inshe could not answerhger daughter then told me the car was perfect before they brought it herat that point I felt as is I was being lied to and my patience was gonemy faultthen she came back and asked why the a/c button would not worki said it was like that when it came in and we had no reason to address itshe said we had tried to glue it, completely untue and not logical at allthe glue that was in there was obliviously very old and driedof course whoever worked on it before me got none of the blame even though the car had not been driven at all since the original failuremy patience at this time is gone completely, for which I apologisethen she came back and asked about the keyi did not know what to sayi felt as though I was on some sort of candid camerav=evrything she could find wrong was my faulti have gone and asked the tech that worked on the car, he did not try and glue anything, he did not break the locksi have not been able to find anyone in the shop that could tell me for sure that thekey was broken when it came infor that reason and as gesture of goodwill I am willing o participate in the purchase of a new key for the customeri feel this is way more than needed as I believe I was lied to more than once and manipulated into diagnosing and performing work that I was not payed for [redacted] Initial *onsumer Rebuttal / [redacted] (2000, 9, 2015/10/14) */ (The consumer indicated he/she A**EPTED the response from the business.) I did call a few times to get their hours of operation to be able to drop of vehicle, I never agreed on a time or date because of being unsure if either my husband or my self could drop off until the Thursday 9/I called and told them we would for sure take the car in the morning.I have the tow receipt the car showed up at 8:38am not in the middle of the afternoon and the vehicle was washed the day prior to being towed to Bailey European,and have evidence to support both.I was never upset until [redacted] would not let me get a word in and he lost his temperwhich is unacceptable being that he is a business owner and deals with customers on a daily basis He was never lied to or in any way manipulated into doing extra work and the order of his facts are completely untrue but its ok, im not going to argue or loose my cool as he has done.I accept his gesture to purchase the new key that they brokeplease let me know how we can arrange the new key replacement and when I can expect a new keyThank you

Initial Business Response /* (1000, 5, 2014/03/07) */
On approximately November 13, 2013, Mr*** brought his Sfor diagnosisHe stated that his car had intermittent lack of power and the check engine light was illuminatedAfter performing several tests on the engine, as
well as several extended test drives, we were unable to establish any problemsWe advised customer that there was possible catalytic converter plugging, even though it had passed the testCustomer was charged $and told to return at no charge, if problem reoccurred
Approximately 1-days later, customer called to say his stereo was inoperable and that some pixels were out in in his instrument cluster and that it had to have happened hereI asked customer to bring car back and I would gladly look to see if there was a blown fuse
On February 19, 2014, customer returned with vehicleWe found all fuses okWe removed trunk panels and found aftermarket speakers and wiring installedWe checked wiring and connectors and found all okWe have a similar shop vehicle, so we swapped all components (head unit, amp, CD player) at no chargeAdvised customer that we had spent hours on vehicle, and that neither problem was something we had caused, and that he would need to pay for any further repairMr*** politely declined, and said he would come pick up his car
In closing, my technicians and all employees have specific instructionsThese are our top rules in order1) Don't roll windows down or up if possible 2) Don't touch radio 3) Don't move seats or mirrors if possibleAll the work we performed on 11/13/was engine relatedThe issues that the customer is complaining about are not engine relatedTherefore, it is highly unlikely that any work performed on 11/13/would cause these problemsDue to the age (years) & mileage (approx140K) of the car, eventual pixilation would be normalWe are also not responsible for any non-manufacturer/aftermarket equipment installed in the car
I look forward to any ideas for resolution
*** ***
Owner, *** ***

Initial Business Response /* (1000, 7, 2015/10/12) */
the customer in this case called several times to drop off the car and did not show on the agreed upon time. when they showed up on a very busy day in the middle of the afternoon. as soon as I saw the vehicle on a tow truck I walked out...

and addressed the customer. the car was still on the truck when I walked out. if the customer had been here for 20 minutes he arrived well before the vehicle. if I didnt addrsss him properly it was because I did not realise anyone was here. the vehicle looked as though it had been abandoned. covered with dirt, rear suspension had sagged down so that I was impossible to move. we jacked it into the shop and found the vehicle would not start due to the customer had already had someone put in a shifter that could not be coded to the car. so the center console had already been removed once. of course whoever did that and was unsuccessful in fixing the car because they didnt know you cannot put a used programmed shifter in them, got none of the blame. at the time the vehicle was dropped off the customer said that during the process prior to its arrival the central locking had stopped working. I saw no correlation between the two and told the customer that I was going to get the vehicle running by installing and programming the shifter and that hopefully reversing whatever they had done it would bring the locking back. after we had repaired the vehicle the locks had not come back. when called the customer asked if the locks were working and I told him that correcting the previous repair had not brought the locks back. I told him that it would take time to figure it out and he would need to perticipate in that repair, he told me that that was part of the original deal. I did not want to argue so I went to figure out what was wrong with the locks. spent about an hour and a half testing the locks and found the pump had all the proper signals and voltages and ground and my next step woul be to install a pump and recheck. customer declined that repair and I gave him the diagnosis time as a gesture of goodwill.
when the customers wife came in she was upset that the locks werent fixed, I told her it had nothing to do with the repair I made in order to get the vehicle running. told her I had spent a good amount of time on it and believed the problem to be in the pump. she told me that the locks were working when they brought it in and that it was my responsibility. I asked her why her husband had asked me to look into the locks when he brought it in. she could not answer. hger daughter then told me the car was perfect before they brought it her. at that point I felt as is I was being lied to and my patience was gone. my fault. then she came back and asked why the a/c button would not work. I said it was like that when it came in and we had no reason to address it. she said we had tried to glue it, completely untue and not logical at all. the glue that was in there was obliviously very old and dried. of course whoever worked on it before me got none of the blame even though the car had not been driven at all since the original failure. my patience at this time is gone completely, for which I apologise. then she came back and asked about the key. I did not know what to say. I felt as though I was on some sort of candid camera. v=evrything she could find wrong was my fault. I have gone and asked the tech that worked on the car, he did not try and glue anything, he did not break the locks. I have not been able to find anyone in the shop that could tell me for sure that thekey was broken when it came in. for that reason and as gesture of goodwill I am willing o participate in the purchase of a new key for the customer. I feel this is way more than needed as I believe I was lied to more than once and manipulated into diagnosing and performing work that I was not payed for.
[redacted]
Initial *onsumer Rebuttal /* (2000, 9, 2015/10/14) */
(The consumer indicated he/she A**EPTED the response from the business.)
I did call a few times to get their hours of operation to be able to drop of vehicle, I never agreed on a time or date because of being unsure if either my husband or my self could drop off until the Thursday 9/10 I called and told them we would for sure take the car in the morning.I have the tow receipt the car showed up at 8:38am not in the middle of the afternoon and the vehicle was washed the day prior to being towed to Bailey European,and have evidence to support both.I was never upset until [redacted] would not let me get a word in and he lost his temper. which is unacceptable being that he is a business owner and deals with customers on a daily basis
He was never lied to or in any way manipulated into doing extra work and the order of his facts are completely untrue but its ok, im not going to argue or loose my cool as he has done.I accept his gesture to purchase the new key that they broke. please let me know how we can arrange the new key replacement and when I can expect a new key. Thank you.