This is in response to acct # [redacted] order# [redacted] This vehicle was in fact in our service department on 10/15/It was in fact looked at by our lead technician and found and issue with rear differentialDue to age of vehicle the parts required to do the job needed to be orderedThe parts were then ordered and replaced as per our customer's requestWe in fact performed a full circle inspection and found several issues pendingOne of which was radiator coolant needed to be replaced, the suspension and steering linkage are in the yellow as wellWe also found our customers tires and battery in the yellowOur customer was then notified on 10/04/We received the ok to proceed with repairs to rear end (including washers, gears and a pinion ) we also received the ok to perform a 60k mile service that includes an oil and filter change, air filter replacement, coolant drain and fill and fuel filter replacementAll other fluids are topped off and filters are rechecked before service is completedDue to the fact that the vehicle was down and in our shop for more than a day, it is then hooked up to a trickle charger so the battery does not drain and to insure the stay alive memory is not erasedWe in fact checked his battery and battery was found weak(It is stated in our findings and that's why battery is in the yellow) I have attached a copy of full circle inspection that our customer received during redelivery and a copy of a blank full circle inspection sheet for your reviewWe feel that we went the extra step for our customer by checking availability with our nearest dealers and warehouses to assure faster delivery of required partsWe also kept his battery charging while in the shopVehicle was washed and vacuumed and all filters checked and fluids were topped off including his coolant fluidVehicle was driven for miles to insure quality of work performed We feel our service was completed and we stand behind our workIf you have any questions please feel free to contact me at any time Sincerely, Fixed OppsDirector
March 13, 2014
Reference: [redacted]
Dear Ms. [redacted]:
Ms. [redacted](S) came into our shop on March 4, 2014. She requested a transmission flush because her car having problems shifting. We checked out her vehicle before we started to do the work...
requested. Before we began the work we advised the customer that our evaluation indicated that the service she requested would not correct the problem. We did not refuse to do the service. We recommended performing a diagnostics service to determine what the problem was. We indicated that the problem could be a tune up, catalytic converter or something else. Documented. She indicated that she wanted to talk to her father. She called her father and asked him what to do. Documented. After she had finished talking to him, she asked about a tune up. I asked her when the last time she did a tune up. She could not remember ever having done a tune up and she had owned the vehicle about 2 years. She asked if a tune up was a good thing to do. I told her that if she had never done a tune up before, she certainly needed one. It could possibly fix the problem, but we did not guarantee it. If it did not fix the problem, she would not be wasting her money, since she needed a tune up anyway. I never told her that a tune up would fix the problem. I told her that we really needed to do a diagnosis of the vehicle to accurately recommend a service. Documented. She decided to do the tune up and authorized it. Documented. When we finished doing the plugs & wires (Documented), we retested the vehicle. The tune up did not fix the problem. As I stated, we never guaranteed that it would fix the problem. Documented. The customer states that we did not change the plugs & wires. We have video recordings of our technicians replacing the plugs & wires. We also have the old parts and the bill. The customer claimed that the wires were coated with grease. There was some grease on the wires because the motor was covered with grease. Some grease did get on the wires when we installed them. The customer said we dug parts out of the trash. This is not true. Fortunately the parts had not been thrown away yet, since the job was done late the night before. Further we do normally throw parts in the garbage when we are finished. This is standard procedure for all shops to my knowledge, so I do not understand why one would not normally have to go through the garbage to find old parts after the job was done. The customer said that the wires I brought out were not from her car. I told the customer to take off the wires on his vehicle and we would match them up. He took one wire off and I matched it to one of the wires I had. I set the wire that matched to one side so that we would not use it again. I asked the customer to take another wire off so we could match it up. I told him that we could take all the wires off and make sure that they matched. He refused to take anymore off. He then asked to see the bill for the purchased parts. I told him ok and started to go get the bill. He then said that he did not want to see the bill and turned away and left. The night before the customer came down; he called me and complained that we had not done the services we claimed. I told him we had documented proof for everything that was done and that he was welcome to see it. He said he would be done at 7:30am the next day to see what we had. He did not come down as he said. He just showed up at about 8:00am demanding his money back. Neither he nor his daughter would listen to any rational discussion or evidence that showed we had performed the service rendered. They only wanted their money back and nothing else would satisfy them.
I have everything documented as to what was said and done. I have the old parts that clearly show the customer needed a tune up, even if it did not fix the problem. I have the bill that shows we purchased the parts.
I also told the customer that I would change the transmission filter on his vehicle for free. I told him I would change the fluid as he requested. If changing the fluid fixed the problem, the service was free. If it did not fix the problem all he owed me was the cost of changing the fluid. I further put this in writing and sent it to the customer. I have the return receipt that he received it.
The bottom line is we tried to do the right thing for our customer and inform them that the service they requested would not correct the problem. We tried to help them spend their money wisely. We could have just done the service and taken her money. But we did not. We did the honest thing. Customers come to us because we are experts and seek our advice. The customer did not take our advice to do a diagnostic service. Now they want to complain that they chose poorly. First, the vehicle did need a tune up, so she did not waste her money. But we really need to check the vehicle out to be sure where to start. Second this vehicle is a little older than most and may have more than one problem.
In an aside, the customer filed a complaint with AAMCO. After being appraised of the facts, AAMCO has dropped the complaint.
The customer states that they stopped payment on their credit card in an effort to defraud us of the funds due for the services that we provide. Why are you even involved in this fraud? You should be attempting to see that we are not defrauded by these reprehensible people. What proof have they provided you to substantiate their claims? None!!! You state on you web sites that disputes have been resolved. This better not show up as a resolved dispute. It needs to be either deleted or identified as customer lied!!!
Sincerely
[redacted]
President
This is in response to acct # [redacted] order#[redacted]. This
vehicle was in fact in our service department on 10/15/2014. It was in fact looked at by our lead
technician and found and issue with rear differential. Due to age of vehicle the parts required to do the
job needed to be ordered. The...
parts were then ordered and replaced as per our customer's request. We
in fact performed a full circle inspection and found several issues pending. One of which was radiator
coolant needed to be replaced, the suspension and steering linkage are in the yellow as well. We also
found our customers tires and battery in the yellow. Our customer was then notified on 10/04/2014. We
received the ok to proceed with repairs to rear end (including washers, gears and a pinion ) we also
received the ok to perform a 60k mile service that includes an oil and filter change, air filter
replacement, coolant drain and fill and fuel filter replacement. All other fluids are topped off and filters
are rechecked before service is completed. Due to the fact that the vehicle was down and in our shop
for more than a day, it is then hooked up to a trickle charger so the battery does not drain and to insure
the stay alive memory is not erased. We in fact checked his battery and battery was found weak. (It is
stated in our findings and that's why battery is in the yellow) I have attached a copy of full circle
inspection that our customer received during redelivery and a copy of a blank full circle inspection sheet
for your review. We feel that we went the extra step for our customer by checking availability with our
nearest dealers and warehouses to assure faster delivery of required parts. We also kept his battery
charging while in the shop. Vehicle was washed and vacuumed and all filters checked and fluids were
topped off including his coolant fluid. Vehicle was driven for 2 miles to insure quality of work performed.
We feel our service was completed and we stand behind our work. If you have any questions please feel
free to contact me at any time.
Sincerely,
Fixed Opps. Director
This is in response to acct # [redacted] order# [redacted] This vehicle was in fact in our service department on 10/15/It was in fact looked at by our lead technician and found and issue with rear differentialDue to age of vehicle the parts required to do the job needed to be orderedThe parts were then ordered and replaced as per our customer's requestWe in fact performed a full circle inspection and found several issues pendingOne of which was radiator coolant needed to be replaced, the suspension and steering linkage are in the yellow as wellWe also found our customers tires and battery in the yellowOur customer was then notified on 10/04/We received the ok to proceed with repairs to rear end (including washers, gears and a pinion ) we also received the ok to perform a 60k mile service that includes an oil and filter change, air filter replacement, coolant drain and fill and fuel filter replacementAll other fluids are topped off and filters are rechecked before service is completedDue to the fact that the vehicle was down and in our shop for more than a day, it is then hooked up to a trickle charger so the battery does not drain and to insure the stay alive memory is not erasedWe in fact checked his battery and battery was found weak(It is stated in our findings and that's why battery is in the yellow) I have attached a copy of full circle inspection that our customer received during redelivery and a copy of a blank full circle inspection sheet for your reviewWe feel that we went the extra step for our customer by checking availability with our nearest dealers and warehouses to assure faster delivery of required partsWe also kept his battery charging while in the shopVehicle was washed and vacuumed and all filters checked and fluids were topped off including his coolant fluidVehicle was driven for miles to insure quality of work performed We feel our service was completed and we stand behind our workIf you have any questions please feel free to contact me at any time Sincerely, Fixed OppsDirector
March 13, 2014
Reference: [redacted]
Dear Ms. [redacted]:
Ms. [redacted](S) came into our shop on March 4, 2014. She requested a transmission flush because her car having problems shifting. We checked out her vehicle before we started to do the work...
requested. Before we began the work we advised the customer that our evaluation indicated that the service she requested would not correct the problem. We did not refuse to do the service. We recommended performing a diagnostics service to determine what the problem was. We indicated that the problem could be a tune up, catalytic converter or something else. Documented. She indicated that she wanted to talk to her father. She called her father and asked him what to do. Documented. After she had finished talking to him, she asked about a tune up. I asked her when the last time she did a tune up. She could not remember ever having done a tune up and she had owned the vehicle about 2 years. She asked if a tune up was a good thing to do. I told her that if she had never done a tune up before, she certainly needed one. It could possibly fix the problem, but we did not guarantee it. If it did not fix the problem, she would not be wasting her money, since she needed a tune up anyway. I never told her that a tune up would fix the problem. I told her that we really needed to do a diagnosis of the vehicle to accurately recommend a service. Documented. She decided to do the tune up and authorized it. Documented. When we finished doing the plugs & wires (Documented), we retested the vehicle. The tune up did not fix the problem. As I stated, we never guaranteed that it would fix the problem. Documented. The customer states that we did not change the plugs & wires. We have video recordings of our technicians replacing the plugs & wires. We also have the old parts and the bill. The customer claimed that the wires were coated with grease. There was some grease on the wires because the motor was covered with grease. Some grease did get on the wires when we installed them. The customer said we dug parts out of the trash. This is not true. Fortunately the parts had not been thrown away yet, since the job was done late the night before. Further we do normally throw parts in the garbage when we are finished. This is standard procedure for all shops to my knowledge, so I do not understand why one would not normally have to go through the garbage to find old parts after the job was done. The customer said that the wires I brought out were not from her car. I told the customer to take off the wires on his vehicle and we would match them up. He took one wire off and I matched it to one of the wires I had. I set the wire that matched to one side so that we would not use it again. I asked the customer to take another wire off so we could match it up. I told him that we could take all the wires off and make sure that they matched. He refused to take anymore off. He then asked to see the bill for the purchased parts. I told him ok and started to go get the bill. He then said that he did not want to see the bill and turned away and left. The night before the customer came down; he called me and complained that we had not done the services we claimed. I told him we had documented proof for everything that was done and that he was welcome to see it. He said he would be done at 7:30am the next day to see what we had. He did not come down as he said. He just showed up at about 8:00am demanding his money back. Neither he nor his daughter would listen to any rational discussion or evidence that showed we had performed the service rendered. They only wanted their money back and nothing else would satisfy them.
I have everything documented as to what was said and done. I have the old parts that clearly show the customer needed a tune up, even if it did not fix the problem. I have the bill that shows we purchased the parts.
I also told the customer that I would change the transmission filter on his vehicle for free. I told him I would change the fluid as he requested. If changing the fluid fixed the problem, the service was free. If it did not fix the problem all he owed me was the cost of changing the fluid. I further put this in writing and sent it to the customer. I have the return receipt that he received it.
The bottom line is we tried to do the right thing for our customer and inform them that the service they requested would not correct the problem. We tried to help them spend their money wisely. We could have just done the service and taken her money. But we did not. We did the honest thing. Customers come to us because we are experts and seek our advice. The customer did not take our advice to do a diagnostic service. Now they want to complain that they chose poorly. First, the vehicle did need a tune up, so she did not waste her money. But we really need to check the vehicle out to be sure where to start. Second this vehicle is a little older than most and may have more than one problem.
In an aside, the customer filed a complaint with AAMCO. After being appraised of the facts, AAMCO has dropped the complaint.
The customer states that they stopped payment on their credit card in an effort to defraud us of the funds due for the services that we provide. Why are you even involved in this fraud? You should be attempting to see that we are not defrauded by these reprehensible people. What proof have they provided you to substantiate their claims? None!!! You state on you web sites that disputes have been resolved. This better not show up as a resolved dispute. It needs to be either deleted or identified as customer lied!!!
Sincerely
[redacted]
President
This is in response to acct # [redacted] order#[redacted]. This
vehicle was in fact in our service department on 10/15/2014. It was in fact looked at by our lead
technician and found and issue with rear differential. Due to age of vehicle the parts required to do the
job needed to be ordered. The...
parts were then ordered and replaced as per our customer's request. We
in fact performed a full circle inspection and found several issues pending. One of which was radiator
coolant needed to be replaced, the suspension and steering linkage are in the yellow as well. We also
found our customers tires and battery in the yellow. Our customer was then notified on 10/04/2014. We
received the ok to proceed with repairs to rear end (including washers, gears and a pinion ) we also
received the ok to perform a 60k mile service that includes an oil and filter change, air filter
replacement, coolant drain and fill and fuel filter replacement. All other fluids are topped off and filters
are rechecked before service is completed. Due to the fact that the vehicle was down and in our shop
for more than a day, it is then hooked up to a trickle charger so the battery does not drain and to insure
the stay alive memory is not erased. We in fact checked his battery and battery was found weak. (It is
stated in our findings and that's why battery is in the yellow) I have attached a copy of full circle
inspection that our customer received during redelivery and a copy of a blank full circle inspection sheet
for your review. We feel that we went the extra step for our customer by checking availability with our
nearest dealers and warehouses to assure faster delivery of required parts. We also kept his battery
charging while in the shop. Vehicle was washed and vacuumed and all filters checked and fluids were
topped off including his coolant fluid. Vehicle was driven for 2 miles to insure quality of work performed.
We feel our service was completed and we stand behind our work. If you have any questions please feel
free to contact me at any time.
Sincerely,
Fixed Opps. Director