A & A Family Landscaping

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There is no resolution I am surprised that now Ryan is saying “customer has made assumptions regarding the reasons for failure.” In our original conversation regarding this issue, he never mentioned that rust and corrosion was not the issue In fact, I clearly remember him stating that they went above and beyond what [redacted] recommends to protect the motor from “future water damage” That whole conversation was based on my stating that it happened again in two years, and him defending that they properly protected the motor” Perhaps the reason for failure is that Ryan didn’t follow “factory procedure” (as stated in his response) Maybe the “sealant he added to the motor housing as a courtesy” actually caused the motor to overheat and thereby caused premature failure I would think [redacted] engineers would have revised their “factory procedure” if indeed this would have corrected the issueI am certain the month warranty is based on following [redacted] factory procedures As far as us declining further testing, Ryan did his testing, called my daughter, and told her it would be approximately a $ fixHe stated that as cars age, motor/hydraulic assembly needs replaced, lines and pistons deteriorate, and the ultimate recommendation is to replace the motor/hydraulic assembly again at $He stated she could still use the top manually and that it might be better to trade in the car as this may happen again in a couple of years (Wish he would have told us that before the first repair.) Ryan was comfortable enough with the diagnosis he performed for $on 12/3/to tell us “it needed to be replaced” As the original invoice will show, we paid for two jobs to be completed on 5/14/ We both know the poor workmanship he did on the other job of installing four new tires He told us he had the proper equipment and talent to complete the job without scratching the wheels, so we chose to pay more to have the job done by himLuckily we noticed the heavy scratches right away Unfortunately, this failure took time; hence, two years / [redacted] Style Definitions */ Regards, [redacted]

Please note: A & A Family Landscaping did not have a snowplow permit for the winter season 2014-2015, for the village of ***Please see attached, dated April 7th, Please add to original complaintThank you, [redacted] See attached

To whom it may concern,On 05/14/Customer requested diagnosis of inoperative electric convertible topTesting concluded that the motor was defective and customer elected to have the motor replacedIt was noted (at the time) that the motor was corroded and that sealant was applied and the water drains were clearedOn 12/03/Customer requested diagnosis of inoperative electric convertible topTesting concluded that the motor was defectiveAdditional diagnosis of exact point of failure was declinedThe customer has made assumptions regarding the reasons for failureThe original repair consisted of factory [redacted] parts (which are warranted for months or thousand miles, whichever comes first) and factory [redacted] labor procedure (which is warranted for months or thousand miles, whichever comes first)Sealant was added to the motor housing (in response to the corrosion) as a courtesy and as a supplement to the factory procedureThe reasons for current motor failure is still unknownThe original repairs were made years and months prior to subsequent failure and are well outside of the warranty period (parts or labor) of months or thousand miles, whichever comes firstOur warranty is clearly stated at the bottom of every invoiceI retain the original, signed invoice stating the acknowledgement and acceptance of the terms and conditions of the warrantyYours sincerely, Ryan P D***Service ManagerDougherty Automotive Services, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
There is no resolution. I am surprised that now Ryan is saying "customer has made assumptions regarding the reasons
for failure." In our original
conversation regarding this issue, he never mentioned that rust and corrosion
was not the issue. In fact, I clearly remember him stating that
they went above and beyond what [redacted] recommends to protect the motor from "future
water damage". That whole conversation
was based on my stating that it happened again in two years, and him defending
that they properly protected the motor".
Perhaps the reason for failure is that Ryan didn't follow "factory procedure" (as stated in his
response). Maybe the "sealant he added
to the motor housing as a courtesy" actually caused the motor to overheat and
thereby caused premature failure. I would think [redacted] engineers would have revised their "factory
procedure" if indeed this would have
corrected the issueI am certain the month warranty is based on following [redacted]
factory procedures
As far as us declining further testing, Ryan did his
testing, called my daughter, and told her it would be approximately a $
fixHe stated that as cars age, motor/hydraulic assembly needs replaced, lines
and pistons deteriorate, and the ultimate recommendation is to replace the
motor/hydraulic assembly again at $He stated she could still use the top
manually and that it might be better to trade in the car as this may happen
again in a couple of years. (Wish he
would have told us that before the
first repair.) Ryan was comfortable
enough with the diagnosis he performed for $on 12/3/to tell us "it
needed to be replaced"
As the original invoice will show, we paid for two jobs to
be completed on 5/14/2013. We both know
the poor workmanship he did on the other job of installing four new tires. He told us he had the proper equipment and
talent to complete the job without scratching the wheels, so we chose to pay more
to have the job done by himLuckily we
noticed the heavy scratches right away
Unfortunately, this failure took time; hence, two years
Regards,
[redacted]

To whom it may concern,On 05/14/2013 Customer requested diagnosis of inoperative electric convertible top. Testing concluded that the motor was defective and customer elected to have the motor replaced. It was noted (at the time) that the motor was corroded and that sealant was applied and the water...

drains were cleared. On 12/03/15 Customer requested diagnosis of inoperative electric convertible top. Testing concluded that the motor was defective. Additional diagnosis of exact point of failure was declined. The customer has made assumptions regarding the reasons for failure. The original repair consisted of factory [redacted] parts (which are warranted for 12 months or 12 thousand miles, whichever comes first) and factory [redacted] labor procedure (which is warranted for 12 months or 12 thousand miles, whichever comes first). Sealant was added to the motor housing (in response to the corrosion) as a courtesy and as a supplement to the factory procedure. The reasons for current motor failure is still unknown. The original repairs were made 2 years and 6 months prior to subsequent failure and are well outside of the warranty period (parts or labor) of 12 months or 12 thousand miles, whichever comes first. Our warranty is clearly stated at the bottom of every invoice. I retain the original, signed invoice stating the acknowledgement and acceptance of the terms and conditions of the warranty. Yours sincerely, Ryan P D[redacted]Service ManagerDougherty Automotive Services, Inc.

Please note: A & A Family Landscaping did not have a snowplow permit for the winter season 2014-2015, for the village of [redacted]. Please see attached, dated April 7th, 2015. Please add to original complaint. Thank you, [redacted] See attached.