This letter is in regard to complaint # [redacted] by [redacted] *** Ms [redacted] brought her vehicle in on November 3, for a 165,mile maintenance, a general check over of the vehicle is performed We informed Ms [redacted] of several issues found with her vehicle The right ball joint had a lot of play, the spring seats were worn, and the front brake hoses had cracksAt that time Ms [redacted] had us to only replace the right ball joint.On December 2, Ms [redacted] brought her vehicle in for us to check for any damages to the vehicle from "hitting something in the road" Ms [redacted] stated that her windshield as a result from the impact and was recently replacedShe stated that water was leaking into the vehicle onto her floorboards She also stated that " the windshield guy thought the water was coming in through the sun roof drains" We checked the vehicle and found the floor boards dry and found no signs of leakage We also checked the sun roof drains and found no issues with the drains At that time [redacted] called Ms [redacted] to get more information about the leak and to inform her that we did not see any signs of leakage Ms [redacted] told [redacted] to call her insurance adjuster [redacted] spoke to him and he stated that he did not see any water on floor boards either.Ms [redacted] was also told again that the vehicle spring seats were broken and given an estimate of $ We also explained to Ms [redacted] that the spring seats are a wear item and reminded her that they were worn prior to the accident as previous stated on November 3, We also explained to Ms [redacted] what they were and where they were located again.Ms [redacted] states that she was charged for an estimate She brought her vehicle in for us to check for damages from the accident Our technician spent over an hour inspecting the vehicle She was only charged ($26.85) in labor for checking the vehicle for the leak she said she had.Ms [redacted] states that she was not told that there was a charge for our loaner cars Ms [redacted] has been coming here since and normally waits while we work on her carThere are three signs clearly posted where customers drop off their vehicles stating that there is a $per day for our loaner carsThey are located in our waiting room Ms [redacted] called that afternoon after picking up her vehicle and spoke to *** She stated that she will no longer be bringing her vehicle to us [redacted] tried to discuss the issues that Ms [redacted] had but Ms [redacted] said "that her purpose for this call was not to get any explanation but to let us know that she would not be back".We take any complaint from a customer very seriously Therefore, we also called Ms [redacted] that same afternoon to address the situation She did not answer We left a voicemail for her to please call us so that we could discuss the matter We never heard from Ms*** Sincerely, [redacted]
This letter is in regard to complaint # [redacted] by [redacted] *** Ms [redacted] brought her vehicle in on November 3, for a 165,mile maintenance, a general check over of the vehicle is performed We informed Ms [redacted] of several issues found with her vehicle The right ball joint had a lot of play, the spring seats were worn, and the front brake hoses had cracksAt that time Ms [redacted] had us to only replace the right ball joint.On December 2, Ms [redacted] brought her vehicle in for us to check for any damages to the vehicle from "hitting something in the road" Ms [redacted] stated that her windshield as a result from the impact and was recently replacedShe stated that water was leaking into the vehicle onto her floorboards She also stated that " the windshield guy thought the water was coming in through the sun roof drains" We checked the vehicle and found the floor boards dry and found no signs of leakage We also checked the sun roof drains and found no issues with the drains At that time [redacted] called Ms [redacted] to get more information about the leak and to inform her that we did not see any signs of leakage Ms [redacted] told [redacted] to call her insurance adjuster [redacted] spoke to him and he stated that he did not see any water on floor boards either.Ms [redacted] was also told again that the vehicle spring seats were broken and given an estimate of $ We also explained to Ms [redacted] that the spring seats are a wear item and reminded her that they were worn prior to the accident as previous stated on November 3, We also explained to Ms [redacted] what they were and where they were located again.Ms [redacted] states that she was charged for an estimate She brought her vehicle in for us to check for damages from the accident Our technician spent over an hour inspecting the vehicle She was only charged ($26.85) in labor for checking the vehicle for the leak she said she had.Ms [redacted] states that she was not told that there was a charge for our loaner cars Ms [redacted] has been coming here since and normally waits while we work on her carThere are three signs clearly posted where customers drop off their vehicles stating that there is a $per day for our loaner carsThey are located in our waiting room Ms [redacted] called that afternoon after picking up her vehicle and spoke to *** She stated that she will no longer be bringing her vehicle to us [redacted] tried to discuss the issues that Ms [redacted] had but Ms [redacted] said "that her purpose for this call was not to get any explanation but to let us know that she would not be back".We take any complaint from a customer very seriously Therefore, we also called Ms [redacted] that same afternoon to address the situation She did not answer We left a voicemail for her to please call us so that we could discuss the matter We never heard from Ms*** Sincerely, [redacted]