AAMCO Houston/Willow Brook - Franchise

This customer complaint now is that her engine is overheating, and has a blown head gasket She has taken it to another repair facility on multiple occasions for the overheating issue prior to us every seeing her car We performed electrical repairs due to a short, that occurred right after her picking up her car from the other shop, according to her This is an issue with the shop who performed her repairs.As you will see on the attachment, there are notes from us to our customer service, and comments she made to them what is stated in this complaint is not concurrent with what she told our customer service She stated to them she had no overheating issue on her car until we performed electrical repairs; this is not true, as we have audio recordings to prove it You may also contact [redacted] ***, who can provide you a copy of her invoiceHer comments have been deceiving, and false If you look at her original invoice with us, you will see that I have highlighted in yellow, that one of her trouble codes was for engine over temperatureWe scan all vehicles for trouble codes when they come in, and this(among many other codes) were discovered on our initial checkoutAs any business does(including the Revdex.com) we do not sell our parts and services for what we sell them for We have markups to cover expenses, provide warranty, and make a fair profit We spent far more time on her car troubleshooting the an issue which was possibly caused by another shop, that we did not charge her forWe will not be offering anything to this customer for any reason We have already gone far and above what we ever charged her for, and have nothing to do with an engine overheating issueChad [redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
We will update you regarding our meeting on 5/11/and will go from thereCan you please request the company a written response/ resolution on 5/11/2015? They have changed their stories multiple times and would like to make sure everything is in writing and documentedThank you
Regards,*** ***

We are an independently owned and operated business; the persons you have been speaking to at AAMCO Corporate are simply gathering information, and summarizing the information, and relaying it to you and me They are not in a position to make and decisionsThe point of our meeting was to discuss this matter and provide the some of the documentation you are asking for I made the long drive to that location to meet with you, expecting your arrival You did not respond to our call earlier todayI will provide you invoice information when we meet I will not be able to provide you tracking numbers; we are dealing with international freight, not UPS or Fedex They are less than willing to do so, as its not a simple task They are a wholesale parts supplier, and do not deal with such issues Keep this in mindIn addition, we can go over all of this information when we meet Part of the problem is that there are two many people involved(yourself, your wife, *** *** *** ***) Multiple phone calls and emails have been sent between multiple parties; some of which have no first knowledge of any eventsThat has been far to much confusion and mis information because of thisFor that reason, we meet in person as was scheduled earlier today This will allow us to cover all issues and resolve them best possible The person you need to speak with is me, and I will do this only in person so that the matter can be resolved without any more wasted energy, phone calls, or erroneous emailsThis will be my final comment or response until we meet I will provide all information possible at the time, and all of us can sit down together and solve this matter You may contact kirby at the shop and schedule a meeting at your convenience Please bring your car with you so we can resolve all matters My intent is to solve this matter I can only do that if we meetAs stated, this will be my final response until we meet in person Just as previously mentioned, this string of comments is unproductive until then

This customer complaint now is that her engine is overheating, and has a blown head gasket.  She has taken it to another repair facility on multiple occasions for the overheating issue prior to us every seeing her car.  We performed electrical repairs due to a short, that occurred right...

after her picking up her car from the other shop, according to her.  This is an issue with the shop who performed her repairs.As you will see on the attachment, there are notes from us to our customer service, and comments she made to them.  what is stated in this complaint is not concurrent with what she told our customer service.  She stated to them she had no overheating issue on her car until we performed electrical repairs; this is not true, as we have audio recordings to prove it.  You may also contact [redacted], who can provide you a copy of her invoice. Her comments have been deceiving, and false. 
If you look at her original invoice with us, you will see that I have highlighted in yellow, that one of her trouble codes was for engine over temperature. We scan all vehicles for trouble codes when they come in, and this(among many other codes) were discovered on our initial checkout.
As any business does(including the Revdex.com) we do not sell our parts and services for what we sell them for.  We have markups to cover expenses, provide warranty, and make a fair profit.  We spent far more time on her car troubleshooting the an issue which was possibly caused by another shop, that we did not charge her for.
We will not be offering anything to this customer for any reason.  We have already gone far and above what we ever charged her for, and have nothing to do with an engine overheating issue.
Chad [redacted]
General Manager

Tell us why here...
The customer states as of today, she has not been contacted by me, and does not have any contact information. This is not true. She has been contacted through our corporate customer service via me, back in July(see attached). It has been explained that we do not have telephone conversations once legal action is mentioned.
I first recieved an email from Ms. [redacted] yesterday, 5/18/16 at 5pm, and responded just over an hour later, after business hours at home.I sent her and email I recieved a response from her this morning, and responded to her within 30 minutes(see attached) .I responded to email yesterday and explained why these are the methods of communication.  This has also been explained to her by Kirby, as we have these conversations recorded.  that clearly describes our position and why.
I have attached all of this information, which includes dates and times.  Ms. [redacted] dishonesty about communication shows a pattern of dishonesty; the attached documents clearly prove her statements regarding communication access, times, and responses are 100% false and fabricated.
I truly feel sorry that a stereo installed by someone who was clearly not a professional damaged the electrical system on her car, and shorted out her fuse box and computer at a minimum. We replaced her fuse box(only thing she was charged for), and even attempted to install a used computer to help her out at no charge.  However, she fails to mention this.
I am sorry and empathize that she does not have then funds to address whatever other issues she has with her car;  it has been made very clear that she lacks the resource to complete repairs.  However, that is not our issue.  It is not our car, and we did not create her issue, or cause the damage. Her reception form that is filled out when the customer comes in clearly states the electrical issue began right after the stereo installation.  A professional installer confirmed to us the damage that can be caused on [redacted] if it not installed properly, with the correct module, which was not installed at the flea market.
Has Ms. [redacted] contacted the flea market stereo guy that caused these issues?  I am guessing not. How is it out fault that she lacks the funds to complete repairs?  Why did we bother attempting to acquire a used computer to help get her along through her financial situation, that we did not charge her for, if we are just horrible people, who have done nothing to help? Answer is easy.  We felt for her, and tried to do something to help. I am guessing that was a mistake.
Somehow, we are the ones who bear responsibility for the mistake of others.  
This will be my final response to this matter.
Once again, there will be no further responses to this issues of any kind other than Ms. [redacted] contacting me to arrange a personal meeting to resolve this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
 
Regards,