ActNow Automotive

This customer brought their vehicle to us with multiple concerns We performed a full vehicle inspection per request and had a list of recommendations for their vehicle After sending the customer a copy of our inspection and recommendations, she came in and reviewed the list with me in person I helped her prioritize repairs as she did not want to do everything we recommended We settled on replacing the struts and two bushings that were extremely worn out We were hoping to resolve her "sliding feel over bumps" by replacing the struts and bushings, but as with any problem(especially hard to duplicate intermittent issues as this one is)we have to start by replacing what is obviously broke, worn, or faulty The customer was never given a "diagnosis" that guaranteed replacing the struts and bushings would resolve that particular issue It's unreasonable to think that such a diagnosis is even possible, espeically with a vehicle that has multiple problems like this one doesThe customer authorized the repairs under no pretense, agrees that the repairs were done and done properly, but now requests a refund for those repairs That does not add up to me This customer was only charged for the replacement of the struts and bushings, never charged for any sort of diagnosis, inspection, or for looking at the vehicle again on her subsequent visits We even went as far as to take the vehicle to a tire/alignment specialist to get a second opinion They were unable to find anything wrong with the vehicle pertaining to this issue.As for the piece of trim that was lost I apologize for that, but things happen sometimes We quickly found a good used replacement and installed it for this customer, free of charge of course I've asked you multiple times if there is something wrong with that piece, since it keeps getting brought up, but the customer has never answered that question If there is an issue with it, I would be more than happy to take care of that for you.I do not feel the customer is entitled to any sort of reimbursement in this case

On 1-18-I notified you by phone that this dispute has been resolved and you requested I notify you in writing as wellI have received the partial refund checkThis matter has now been resolvedThank you, *** ***

I am going to keep this as short and simple as possible:The customer is referencing an "estimate" from 12-13-16, over a year ago. During that visit we were unable to duplicate the customers concern and we recommended replacing the shocks because they were in very poor condition. We didn't do any of the work recommended at that time and the customer wasn't charged anything at that time. I fail to see what relevance that has.Concerning the most recent visit which is what the whole issue is about,We replaced the trim piece that we unfortunately lost and everything is fine with the piece according to the customer. Why is this part of the discussion?? We replaced struts and bushings that the customer and I agreed needed to be done. That is what the customer paid us for. The customer was never charged for or given any definitive diagnosis of any one particular problem. What the customer did receive was a complete vehicle inspection which among other things, recommended struts and bushings. I'll say it again, anytime there is an intermittent and/or difficult issue to resolve you must repair the most obvious problems first. That is what we did and that is the only thing the customer was charged for. The customer was in agreement that doing the repairs that were done was necessary and was the best course of action at the time. That is what we did, and that is the only thing the customer was charged for

Complaint: ***
I am rejecting this response because:I paid for a service that did not correct my cars issueThe owner said verbally and in writing that he thought New struts/shocks, bushings and alignment would have corrected the issue of slidingThe owner was paid for a service that did not fix the carI was fair and brought the car back in more times in attempt to get the issue correctedBy the owners admit verbally and in writing he is at a loss of what to do and was unable to repair my carIt was very clear that I brought the car in for sliding and that issue still existsThe other issues with the car that the owner refers to has nothing to do with suspension and that is why I declined repair on those issues as my priority was safety and I wanted the sliding repair done firstIt is not right that the owner keeps all the money paid to him for a specific repair when he was not able to fix the issueThe issue I had with the junk yard part that was placed on the door trim is that I was told the owner would order a new part since his shop lost my originalAgain, it goes back to the owner saying he will do one thing then he does something differentJust like this repair for the sliding...he stated he thought it was struts/shocks and bushings but that wasn’t the problem and when he couldn’t fugure out the issue he just sent me on my way with no compensation/refund/or further testingHe was paid in full to repair the sliding on my car and since the repair he made did not actually correct the issue and he is unwilling /unable to repair the issue I brought it in for he needs to refund the moneyThe owner has the money I paid him and I still have a car that slides while driving over bumps.
Sincerely,
*** ***

This customer brought their vehicle to us with multiple concerns.  We performed a full vehicle inspection per request and had a list of recommendations for their vehicle.  After sending the customer a copy of our inspection and recommendations, she came in and reviewed the list with me in...

person.  I helped her prioritize repairs as she did not want to do everything we recommended.  We settled on replacing the struts and two bushings that were extremely worn out.  We were hoping to resolve her "sliding feel over bumps" by replacing the struts and bushings, but as with any problem(especially hard to duplicate intermittent issues as this one is)we have to start by replacing what is obviously broke, worn, or faulty.  The customer was never given a "diagnosis" that guaranteed replacing the struts and bushings would resolve that particular issue.  It's unreasonable to think that such a diagnosis is even possible, espeically with a vehicle that has multiple problems like this one does. The customer authorized the repairs under no false pretense, agrees that the repairs were done and done properly, but now requests a refund for those repairs.  That does not add up to me.  This customer was only charged for the replacement of the struts and bushings, never charged for any sort of diagnosis, inspection, or for looking at the vehicle again on her 2 subsequent visits.  We even went as far as to take the vehicle to a tire/alignment specialist to get a second opinion.  They were unable to find anything wrong with the vehicle pertaining to this issue.As for the piece of trim that was lost.  I apologize for that, but things happen sometimes.  We quickly found a good used replacement and installed it for this customer, free of charge of course.  I've asked you multiple times if there is something wrong with that piece, since it keeps getting brought up, but the customer has never answered that question.  If there is an issue with it, I would be more than happy to take care of that for you.I do not feel the customer is entitled to any sort of reimbursement in this case.