Advanced Auto, Inc.

This is in response to the letter written to you by the customer referred to
In the above captioned ID number, without any drama
AAMCO diagnosed the car to have a broken differential ringIt had three
Teeth missingAAMCO ordered the part from the Honda DealerThe part
was shipped from
CaliforniaThat accounted for the time delayBuying
after- market parts to rush jobs, like the customer suggests we should have
done, only leads to opportunity for a less then quality job and early part
failureAAMCO Stand’s for qualityThus the reason for using
quality parts
“The knock sensor was missing” exclaims the customerYes it was,
AAMCO admitsThe customer only knew it was missing because AAMCO
called and informed him of thatOur Mechanic inadvertently didn’t insert it
properlyHe returned at 5:pm which is our closing time to have us insert
the sensorWe waited for him to arrive and completed the repair with
satisfaction, I might add, because that’s the only thing the he hasn’t
complained aboutSo obviously what he brought the car in for repair
fbnctions
“The headlight wires broken, and my ABS is disabled.” These failures
Are coincidentalOur repairs had no connection with these problems
When he brought the car back for the installation of the knock sensor we
quickly checked the other codes with our electronic scanner and said that
Page
More in depth diagnoses had to be done and that if he brought the car back
We could check furtherNOT that we have “no clue.”
The customer never returned and then we receive a letter from the Revdex.com
The customer failed to mention in all of his melodramatics that he told us
He recently purchased the car with all kind of parts hanging down from
underneath the carThe car was a mess underneath, yesBut certainly not
due to actions or inactions that we causedAll of the drama contained in the
customer’s letter is written to exude sympathy for his perceived
inconvenience and a poor acquisition of his recently purchased car
We do not purchase parts from foreign manufactures unless we have to
We do not control the transportation speed
We do not control the condition of customer’s vehicles when they make a
purchaseAnd we certainly didn’t admit we have “no clue”
Finally this customer is not complaining that the repair we made to his car
Is not functioning but rather that we did not pay more attention to his
Feelings and the inconvenience he suffered

AAMCO did receive a Jaquar on a tow truck on 12/19/The complaint was a leak from
somewhere in the front of the transmissionThe initial inspection disclosed the flywheel was broken and
causing it to wobble and the front seals and pump bushing to leak
Unbeknownst to AAMCO the torque
converter had a very fine crack in it not visible to the naked eyeThe obvious repairs would necessitate
AAMCO to replace the flywheel and new front seals and new pump bushingAAMCO informed the
customer of the disclosure and what it would take to make repairsAt this time the customer was asked
if he wanted AAMCO to investigate the transmission further for other possible potential repairs while
the transmission was quite visible and very easy to accessThe customer declined to have AAMCO
investigate further because he said “the transmission was shifting fine, just fix the leaks”The customer
agreed to have AAMCO install a used flywheel in order to save money and new front seal and new pump
bushingAAMCO moved forward with the installation of a used flywheel new seals and pump bushing
and the transmission’s original torque converterAfter the installation and while remaining on
AAMCO’S lift the car was tested for leaksThe test failedThe leaks remainedAAMCOS suspicion was
that the torque converter was defectiveConsequently AAMCO removed the customer’s transmission
once againNo surprise! Under a pressure test the torque converter failed because it had a fine crack
at the hub caused by the broken fly wheelAAMCO informed the customer of the need for a new
torque convertor to stop his additional leaksThe customer approved the purchase of a rebuilt torque
converter which was installedPoint! No second or additional labor charge was assessed for the
additional labor AAMCO performed
On 12/27/the customer called and said he noticed that his rocker panels were damaged from
AAMCO ‘S liftIn the course of describing the above scenario and while the car was still on AAMCO’S lift
the customer and *** made a visual tour of the undercarriage of the carThe customer confessed to
*** that he recently bought this car wrecked with the intent of fixing it for his own use because his
occupation is auto body repairAt no time did the customer complain to *** that his car was lifted
improperly with the potential for damageHe gleefully expressed to *** he bought a same color
bumper for the car from the salvage yard so that he wouldn’t even have to paint it with the intent of
installing the salvage yard bumper on his carDuring this calf the customer requested that AAMCO pay
for rocker panel damage done by AAMCO to his carAAMCO denied any responsibility for the rocker
panel damage he so claimedThis declination evidentially angered the customerIs MMCO supposed
to just pay for damages that it deems to be false? It causes one to pause at the proposition from an
auto body repair person that his rocker panels were damaged on a car he bought in a wrecked condition
and want to have someone to pay for repairs that challenges a person with 20/vision to see any
damage whatsoeverHowever to not ignore his complaint and for the sake of customer relations the
customer was offered $for repairsHe scoffed at the offerNow, this REALLY elevates ones
suspicion that you’re being exploitedAn auto body repair person who can fix his own car, bought in a
wrecked conditionHmm This doesn’t pass the smell test? Also one would question why would the
customer seethe so much animosity towards AAMCO when we know he was made whole by the
insurance company for the rocker panel damaged he claimed?
On 12/28/MMCC received a call from the customer who informs us that his car was leaking gear
oilHe was informed to bring the car back in again for inspectionUpon inspection MMCO determined
that the customers transfer case was leaking gear oil, NOT the transmissionAAMCO already fixed the
leaks in the transmissionThe transfer case was in the same condition as the transmissionFraught with
leaksHowever for the second time and in another good faith effort on AAMCO’S part we removed the
customers transfer case and repaired all of the leaks with no additional assessment
Nine days later on 01/17/the cust&ner called and said that a check engine light appeared and that
he was taking it to the Jaquar Dealer and “you’re going to pay for it”*** replied “no I’m not paying
for it”And the reason *** said that is twofold, (1) the reason the customer was calling into MMCC
was to report a check engine code Ptriggered, (2) AAMCO’S warranties are null and void should
the customer take the car to another repair center if the customer is within miles of our business
This code is the intermediate speed shift sensor located inside the transmissionAn area which AAMCO
did not go nearAAMCO repaired the leaks, which were located in the front of the transmissionThe
sensor that triggered this code is located in the rear area where MMCD suggested should be further
investigated when the front of the transmissions was exposedBut the customer had no desire to do
that because he said “the transmission was shifting fine”Now! Perhaps If the customer would have
brought the car into us to check the code and install a speed sensor that might have cured his problem
Probably no need to install a used $transmission However, the customer opted to take his car to
another dealer/shop, seeking revenge upon MMCD, because of our low rocker panel repair offer of
$to fix his supposedly damaged rocker panels
Our contention of this whole scenario is that AAMCO fixed the customers leaks, as he requestedWe
have no obligation, nor desire, to refund the customers $for a job which fixed his leaks, as he
requested we doTherefore we consider this matter closed
AAMCO TRANSMISSIONS

Please be advised that we are in the process of takingsteps to rectify Mr. [redacted]’s complaint.We have shipped a rear axle and drive shaft to the AAMCOTransmission repair shop in Monroe NC.The AAMCO Center will install the parts at no cost to Mr.[redacted].I trust this action should make Mr. [redacted]...

whole oncemoreSincerely YoursEugene W[redacted]CC: Mr. [redacted]

Please be advised that we are in the process of takingsteps to rectify Mr. [redacted]’s complaint.We have shipped a rear axle and drive shaft to the AAMCOTransmission repair shop in Monroe NC.The AAMCO Center will install the parts at no cost to Mr.[redacted].I trust this action...

should make Mr. [redacted] whole oncemoreSincerely YoursEugene W[redacted]CC: Mr. [redacted]

I'd like to start this response by saying that I'll break down the reply, piece by piece, given by a Mr. [redacted]. Note that my response will be highlighted in red and italics. Please see below:
 AAMCO diagnosed the car to have a broken differential ring. It had three Teeth missing. AAMCO ordered the part from the Honda Dealer. The part was shipped from California. That accounted for the time delay. Buying
after- market parts to rush jobs, like the customer suggests we should have done, only leads to opportunity for a less then quality job and early part failure. AAMCO Stand’s for quality. Thus the reason for using quality parts.
 
In no way did I suggest that the parts purchased should be some implied aftermarket parts. I've had numerous Honda technicians explain to me that over a week is a bizarrely long time for a true, certified Honda part - which normally come within a 2-3 business days. Either way - the wait was not caused primarily by this. I'd like to point out a certain website: http://aamcowashingtonpa.com/ - the AAMCO's site in question clearly states that they have Saturday hours. However - this AAMCO's owner/manager(s) have decided that they don't need to work on the weekends, despite the etching on the glass door and website saying otherwise. I'm not from the town that the AAMCO is located in, and like most hard working Americans, I work 8-5pm. One of the PRIMARY reasons I even used this AAMCO was because the hours were hospitable to my schedule - as learned from their site. Here, I find out that they not only have no inclination to even come in to work on the Saturday they are scheduled, but make it a point to leave early during the week, and refuse to accommodate their customers, even within the guidelines of their own supposed business hours. 
 
 
“The knock sensor was missing” exclaims the customer. Yes it was, AAMCO admits. The customer only knew it was missing because AAMCO called and informed him of that. Our Mechanic inadvertently didn’t insert it
properly. He returned at 5:00 pm which is our closing time to have us insert the sensor. We waited for him to arrive and completed the repair with satisfaction, I might add, because that’s the only thing the he hasn’t complained about. So obviously what he brought the car in for repair functions.
Ah - I ONLY knew because, thank goodness, AAMCO told me my knock sensor was missing. Again - vital information here is that after my exorbitant wait on my absolutely pathetic service, I was not given any customer service towards the fact that I was using borrowed vehicles, while working and living an hour away - unable to come get my vehicle during the week. Again - this WOULD NOT have been a problem if these dedicated mechanics actually managed to work when scheduled (Saturday) for even 15 minutes so I could come get my car and pay in person. No. Instead, I'm forced to pay over the phone for product I haven't even seen, because I can't get these people to even stay a little after work so I can leave early, get a ride, and meet them for a transaction. So here I am, putting my faith in these individuals, hoping my vehicle is as complete as any other person would. 
I have the leave the keys in my car, and I picked it up in the evening after work. Upon turning the car on, literally every service and emergency light was on, and the car was just filthy. So filthy, that my hands were blackened with the grease and dirt left on my steering wheel. The car ran, so I took it to a friend's house in town (Washington PA) where we attempted to figure out what was wrong. I tried calling the AAMCO, which was pointless because the employees were long gone.  After hours of looking up things online, checking the car all over - we were tired (again... working 8-5 with an hour commute) and went to bed. The next morning I had to go to work, and spent the majority of my day researching the symptoms and calling other mechanics for estimates and opinions, as well as calling the AAMCO again. No pick up - until finally at 9:30 I get a call with "hey.. uh... is your check engine light on?" If memory would serve a Mr. [redacted] correctly, I exclaimed "yes! I've been wondering what's going on!" I explained the symptoms and was told to... sigh... yes... bring the car back... again. 
So I did. See below.  
 
“The 2 headlight wires broken, and my ABS is disabled.” These failuresAre coincidental. Our repairs had no connection with these problems. When he brought the car back for the installation of the knock sensor we
quickly checked the other codes with our electronic scanner and said that More in depth diagnoses had to be done and that if he brought the car back We could check fbrther. NOT that we have “no clue.”
Coincidental? Coincidental of what? Poor mechanic work? I've had two mechanics look at my car since then, fixing AAMCO's shoddy performance and terrible service. These lights WERE NOT on prior to coming to this AAMCO. What kind of mechanic service just FORGETS to put vital parts of the car back on and call it "finished"? This alone is absolutely ridiculous. 
Upon putting the sensor in and "clearing the codes" - I was given my keys and a "you're all done buddy!"... except every light was STILL on. The very same lights that AAMCO triggered. I made it a point to show that nothing was fixed, which granted me quite the annoyed reaction and labored strut to my car as if I've done something wrong by exposing yet another oversight. After about 15 minutes of fussing with a Snap-On diagnostics scanner, and a mix of "I don't know what this is" and "Every time I go in this path... it blocks me out.." and a very clear visual and verbal confirmation of TOTAL CONFUSION - I was told that they "need to do some homework on this one!" and asked to bring the car back... again. AGAIN. I even re-stated the confusion about the shop's hours, yet again wondering why I have to miss work and spend my whole day, day after day on this shop's mistakes and wasted time. I was just given run around after run around. 
 
The customer never returned and then we receive a letter from the Revdex.com. The customer failed to mention in all of his melodramatics that he told us He recently purchased the car with all kind of parts hanging down from underneath the car. The car was a mess underneath, yes. But certainly notdue to actions or inactions that we caused. All of the drama contained in thecustomer’s letter is written to exude sympathy for his perceivedinconvenience and a poor acquisition of his recently purchased car.
 
Melodramatics? So this is the company in question - the company that refers to their clientele's situations as "melodramatic". How professional. "Parts hanging down" is not only untrue - but totally off topic and having nothing to do with paying for a service, and instead getting terrible service. I don't care if that car came in with both doors missing and the wheels were from a bicycle - I came to AAMCO for a repair, and in the process had my car slapped together and given terrible service taking over 2 weeks for a basic repair (as stated by the repairman himself by the way). 
The only sympathy I exude is that of the other patrons that have wasted their time and money on these mediocre at best "repairmen's" place of business. To call your poorly handled situation and lack of customer service "dramatic" just shows Mr. [redacted]' lack of professionalism and taste. 
We do not purchase parts from foreign manufactures unless we have to.
Good.
We do not control the transportation speed. 
It'd be nice if you actually worked on the car once you got the parts - or actually showed up on scheduled days though.  
We do not control the condition of customer’s vehicles when they make a purchase. And we certainly didn’t admit we have “no clue”. Finally this customer is not complaining that the repair we made to his car Is not functioning but rather that we did not pay more attention to his Feelings and the inconvenience he suffered.
I'm ABSOLUTELY complaining about the "repairs" you've made to my car. If I bring a car in to get new tires, and you put nice new tires on, but scratch all the paint and dent my car - you better BELIEVE I'm upset about the service. Does the part you replaced work? Sure. For now. Knock on wood -
But did you manage to take an absurd amount of time, without any - ANY consideration at all for your customers disposition, including you not even managing to show up to work 3 weekends in a row to even make at the very least, the financial transaction in person? The answer is yes. 
Let's not forget that you also managed to leave my car disgusting and filthy, break/dislodge several wires, "forget" to put vital parts of my car back, moan and groan about work YOU MESSED UP, and on top of it all, attempt to use your passive aggressive lack of wit to insult me after spending well over $1,000 at your place of business, putting trust in your trade. Pathetic. 
Oh - and Revdex.com, if you're still on AAMCO Washington's site, please review the following:
http://aamcowashingtonpa.com/1010.gif
Right on their site is a coupon for $100 off of any transmission rebuild. My part was directly in the transmission. Upon asking about the coupon - I was told I was "already getting a deal buddy heh heh heh - we're basically doing this at cost".
These guys are crooks, and no good will come to them. 
I really hope the Revdex.com investigates this to the fullest extent.

Advanced Auto was hired to work on my car after completion of the work I noticed they were subpar and did not put my car back together correctly. on 7/2/2014 Advanced Auto was hired to perform AC repair for my Acura [redacted] additionally on 9/24/2014 they were hired to perform a additional service where they stated they "found" additional issues. At the time I trusted their work and agreed to have the work performed. After the work was performed I immediately noticed a new whistle noise coming from my car when driving, as well as the side panel was not put back into place correctly and was projecting out. I brought it back and they stated that they would charge me a diagnostic fee to find the whistle noise, and they manually shoved the panel back into place. Since they wanted to charge an additional fee and I was already feeling bamboozled I declined further service. Over the next few month I slowly found more and more issues wrong with the vehicle including but not limited to the under guard plastic not being installed (meaning they removed all the clips and did not install them back so it fell off the vehicle and dragged). When I heard the noise I brought it to an alternate mechanic who explained to me the all the clips had been removed and not replaced and they used the body to hold it in place. They were so lazy that they didn't even clip the panel in the inner tire area and the plastic was rubbing on my tire causing additional noise and hazard. Additionally I found other damage done to the side panel where it will not stay in place as well as when they removed panels and broke some of the pieces on the driver side near the hood release. I feel as though this organization lied about the repairs and does poor work and does not have the consumers best interest in mind. I am Extremely disappointed and would NEVER refer them to anyone. I think that someone should really investigate the way they solicit business. I feel taken advantage of since I am a woman. I spent over 1,000 on repairs.Desired SettlementMy new resolution would be to ask Advanced auto to credit me $350.00 to my credit card for repairs I paid for to repair the issues they caused by their organizations blatant negligence in putting my car back together. That cost does not include my personal time or suffering. I would be satisfied with a direct check made to [redacted] Ave [redacted] MA XXXXX.Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted].netHi [redacted],I received your complaint through the Revdex.com last night and I wanted to take a few minutes to reach out to you.First off, I'd like to thank you for taking your time to complain. I know that may sound a little strange, but the only way I (as one of the business owners) can identify any areas that our business needs to improve is if I hear from our customers. Secondly, I would like to sincerely apologize to you for the poor experience you had at our business last Fall. Your Revdex.com complaint is the first that I've heard of any issues that you had and I would like to take whatever steps are necessary to resolve the issue to your satisfaction.After receiving your Revdex.com complaint, I spoke with our [redacted], to see if he was aware that you were unhappy. He confirmed that you had called about a whistling noise after we completed the repairs and he informed me that he had asked you to approve up to 1 hour of diagnostic time if we found that the whistling noise was unrelated to the repairs. He stated that you seemed unhappy that we were asking you to approve additional labor charges (if needed) but that he was unaware how dissatisfied you were. He informed me that he had made several attempts to follow up with you to schedule an appointment to address your concerns but he was never able to connect with you and he assumed that the issue either went away or you had decided not to have it addressed further. I completely understand why you were put off by our request for additional labor approval since you obviously felt strongly that the whistling noise was related to the repairs we had performed (and from the description in your e-mail, it sounds as though your feeling was correct). I'd like to quickly address the reason that we had that policy and to also inform you that since receiving your Revdex.com complaint that we have adjusted our policy to be more customer friendly:We had a policy in place to get approval from every customer for up to 1 hour of labor time for any diagnostic testing to ensure that our technicians could spend the time necessary to properly duplicate the customer's concern and to at least start (and hopefully complete) the proper diagnostic testing. We requested the up front approval on all diagnostic concerns...even if it was a potential warranty concern. If, after performing our inspection/diagnostic testing, we found that it was a warranty situation, we would cover the necessary repairs under our warranty and would not bill the customer. The reason we had the policy in place was that it can be difficult to reach people during the day for updated approvals and since we don't perform any repairs without the customer's approval, we sometimes/often run into a situation where a customer is expecting their vehicle back by the end of the day but if we cannot reach them to approve the repairs, it may tie up our lift, delay us ordering the needed parts, and the repairs may not get completed if it takes too long for them to get back to us with an approval.The reason we used the policy even if a potential warranty was involved is that in our industry, it is common for customers to have a "heightened awareness" after having any services/repairs performed and it is not uncommon for a customer to notice noises and/or other issues with their vehicle that may have been there previously but they never noticed them...but since they had repairs performed, they are now paying closer attention (lowering the radio volume, etc.) and they immediately assume that the new noise or concern is related to the services/repairs. Sometimes the new issue is related to the services/repairs and is covered under warranty, but in many cases, it is truly a separate issue...having a minimal approval for up to 1 hour of labor allows us to continue with our diagnosis if we find that it is unrelated to the previous services/repairs.With that being said, after receiving your Revdex.com complaint, I can completely understand that our request for labor approval may seem off-putting to many customers so I addressed the issue with [redacted] and we have adjusted our policy when a potential warranty issue is involved. We will now schedule the appointment without any labor time approved up-front by the customer. If we determine that the issue is covered under our warranty, we will perform the necessary repairs at no charge to the customer just like we would before. If we determine that the issue is unrelated to the previous services/repairs, we will stop and contact the customer to discuss the situation and obtain any approvals needed at that time. Again, I would like to sincerely apologize for the poor experience you had at our business and I would like to assure you that we will do what is necessary to correct it. I apologize for the lengthy e-mail, but there is one other issue that I feel I need to address. It is obvious from the language in your Revdex.com complaint that you feel that we intentionally performed subpar repairs and intentionally bamboozled you and took advantage of you because you are a woman. After reading your complaint and the timeline of the repairs and knowing what our policy was at the time for requesting diagnostic labor approval up-front, I can understand how you came to that conclusion and why you feel that way. I also understand that in today's business environment, many businesses get away with providing terrible service and blatantly ripping people off and not caring at all. I can assure you that none of that is true about our business. We are human and we do definitely make mistakes...however, we will never lie, cheat, steal, bamboozle, or intentionally take advantage of anyone for any reason. Whenever we do make a mistake, we always own up to it and do our best to correct it to the customer's satisfaction...the biggest challenge we have is making sure our customers understand that it's not only ok to complain but that we welcome it...it's our best opportunity to understand our short-comings and to identify areas that we need to improve. Although I would have preferred that you had contacted me as soon as the issue occurred and that you had contacted me directly before going through the Revdex.com, the important thing is the end result...you did reach out and express your concerns and we've already learned from your concerns and I'm sure we can come to a resolution that will make you happy. If you are open to it, I'd like to meet you in person and personally apologize to you and then provide you with a refund as you've requested. Please call me on my cell (508-XXX-XXXX) at your earliest convenience.Sincerely,[redacted].netAdvanced Auto, Inc.dba Advanced Automotive Performance[redacted] St.[redacted] MA XXXXXPhone: XXX-XXX-XXXXwww.[redacted].netConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] came to my office and personally apologized. He expressed that their organization had some issues with the quality of their technicians but have since been resolved and offered me a $50.00 credit for services to come back to their shop. He was sincere and kind, I appreciated the response and result. I will be considering them the next time I need my oil changed. Thank you

Advanced Auto was hired to work on my car after completion of the work I noticed they were subpar and did not put my car back together correctly. on 7/2/2014 Advanced Auto was hired to perform AC repair for my Acura [redacted] additionally on 9/24/2014 they were hired to perform a additional service where they stated they "found" additional issues. At the time I trusted their work and agreed to have the work performed. After the work was performed I immediately noticed a new whistle noise coming from my car when driving, as well as the side panel was not put back into place correctly and was projecting out. I brought it back and they stated that they would charge me a diagnostic fee to find the whistle noise, and they manually shoved the panel back into place. Since they wanted to charge an additional fee and I was already feeling bamboozled I declined further service. Over the next few month I slowly found more and more issues wrong with the vehicle including but not limited to the under guard plastic not being installed (meaning they removed all the clips and did not install them back so it fell off the vehicle and dragged). When I heard the noise I brought it to an alternate mechanic who explained to me the all the clips had been removed and not replaced and they used the body to hold it in place. They were so lazy that they didn't even clip the panel in the inner tire area and the plastic was rubbing on my tire causing additional noise and hazard. Additionally I found other damage done to the side panel where it will not stay in place as well as when they removed panels and broke some of the pieces on the driver side near the hood release. I feel as though this organization lied about the repairs and does poor work and does not have the consumers best interest in mind. I am Extremely disappointed and would NEVER refer them to anyone. I think that someone should really investigate the way they solicit business. I feel taken advantage of since I am a woman. I spent over 1,000 on repairs.Desired SettlementMy new resolution would be to ask Advanced auto to credit me $350.00 to my credit card for repairs I paid for to repair the issues they caused by their organizations blatant negligence in putting my car back together. That cost does not include my personal time or suffering. I would be satisfied with a direct check made to [redacted] Ave [redacted] MA XXXXX.Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted].netHi [redacted],I received your complaint through the Revdex.com last night and I wanted to take a few minutes to reach out to you.First off, I'd like to thank you for taking your time to complain. I know that may sound a little strange, but the only way I (as one of the business owners) can identify any areas that our business needs to improve is if I hear from our customers. Secondly, I would like to sincerely apologize to you for the poor experience you had at our business last Fall. Your Revdex.com complaint is the first that I've heard of any issues that you had and I would like to take whatever steps are necessary to resolve the issue to your satisfaction.After receiving your Revdex.com complaint, I spoke with our [redacted], to see if he was aware that you were unhappy. He confirmed that you had called about a whistling noise after we completed the repairs and he informed me that he had asked you to approve up to 1 hour of diagnostic time if we found that the whistling noise was unrelated to the repairs. He stated that you seemed unhappy that we were asking you to approve additional labor charges (if needed) but that he was unaware how dissatisfied you were. He informed me that he had made several attempts to follow up with you to schedule an appointment to address your concerns but he was never able to connect with you and he assumed that the issue either went away or you had decided not to have it addressed further. I completely understand why you were put off by our request for additional labor approval since you obviously felt strongly that the whistling noise was related to the repairs we had performed (and from the description in your e-mail, it sounds as though your feeling was correct). I'd like to quickly address the reason that we had that policy and to also inform you that since receiving your Revdex.com complaint that we have adjusted our policy to be more customer friendly:We had a policy in place to get approval from every customer for up to 1 hour of labor time for any diagnostic testing to ensure that our technicians could spend the time necessary to properly duplicate the customer's concern and to at least start (and hopefully complete) the proper diagnostic testing. We requested the up front approval on all diagnostic concerns...even if it was a potential warranty concern. If, after performing our inspection/diagnostic testing, we found that it was a warranty situation, we would cover the necessary repairs under our warranty and would not bill the customer. The reason we had the policy in place was that it can be difficult to reach people during the day for updated approvals and since we don't perform any repairs without the customer's approval, we sometimes/often run into a situation where a customer is expecting their vehicle back by the end of the day but if we cannot reach them to approve the repairs, it may tie up our lift, delay us ordering the needed parts, and the repairs may not get completed if it takes too long for them to get back to us with an approval.The reason we used the policy even if a potential warranty was involved is that in our industry, it is common for customers to have a "heightened awareness" after having any services/repairs performed and it is not uncommon for a customer to notice noises and/or other issues with their vehicle that may have been there previously but they never noticed them...but since they had repairs performed, they are now paying closer attention (lowering the radio volume, etc.) and they immediately assume that the new noise or concern is related to the services/repairs. Sometimes the new issue is related to the services/repairs and is covered under warranty, but in many cases, it is truly a separate issue...having a minimal approval for up to 1 hour of labor allows us to continue with our diagnosis if we find that it is unrelated to the previous services/repairs.With that being said, after receiving your Revdex.com complaint, I can completely understand that our request for labor approval may seem off-putting to many customers so I addressed the issue with [redacted] and we have adjusted our policy when a potential warranty issue is involved. We will now schedule the appointment without any labor time approved up-front by the customer. If we determine that the issue is covered under our warranty, we will perform the necessary repairs at no charge to the customer just like we would before. If we determine that the issue is unrelated to the previous services/repairs, we will stop and contact the customer to discuss the situation and obtain any approvals needed at that time. Again, I would like to sincerely apologize for the poor experience you had at our business and I would like to assure you that we will do what is necessary to correct it. I apologize for the lengthy e-mail, but there is one other issue that I feel I need to address. It is obvious from the language in your Revdex.com complaint that you feel that we intentionally performed subpar repairs and intentionally bamboozled you and took advantage of you because you are a woman. After reading your complaint and the timeline of the repairs and knowing what our policy was at the time for requesting diagnostic labor approval up-front, I can understand how you came to that conclusion and why you feel that way. I also understand that in today's business environment, many businesses get away with providing terrible service and blatantly ripping people off and not caring at all. I can assure you that none of that is true about our business. We are human and we do definitely make mistakes...however, we will never lie, cheat, steal, bamboozle, or intentionally take advantage of anyone for any reason. Whenever we do make a mistake, we always own up to it and do our best to correct it to the customer's satisfaction...the biggest challenge we have is making sure our customers understand that it's not only ok to complain but that we welcome it...it's our best opportunity to understand our short-comings and to identify areas that we need to improve. Although I would have preferred that you had contacted me as soon as the issue occurred and that you had contacted me directly before going through the Revdex.com, the important thing is the end result...you did reach out and express your concerns and we've already learned from your concerns and I'm sure we can come to a resolution that will make you happy. If you are open to it, I'd like to meet you in person and personally apologize to you and then provide you with a refund as you've requested. Please call me on my cell (508-XXX-XXXX) at your earliest convenience.Sincerely,[redacted].netAdvanced Auto, Inc.dba Advanced Automotive Performance[redacted] St.[redacted] MA XXXXXPhone: XXX-XXX-XXXXwww.[redacted].netConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] came to my office and personally apologized. He expressed that their organization had some issues with the quality of their technicians but have since been resolved and offered me a $50.00 credit for services to come back to their shop. He was sincere and kind, I appreciated the response and result. I will be considering them the next time I need my oil changed. Thank you

Advanced Auto was hired to work on my car after completion of the work I noticed they were subpar and did not put my car back together correctly. on 7/2/2014 Advanced Auto was hired to perform AC repair for my Acura [redacted] additionally on 9/24/2014 they were hired to perform a additional service where they stated they "found" additional issues. At the time I trusted their work and agreed to have the work performed. After the work was performed I immediately noticed a new whistle noise coming from my car when driving, as well as the side panel was not put back into place correctly and was projecting out. I brought it back and they stated that they would charge me a diagnostic fee to find the whistle noise, and they manually shoved the panel back into place. Since they wanted to charge an additional fee and I was already feeling bamboozled I declined further service. Over the next few month I slowly found more and more issues wrong with the vehicle including but not limited to the under guard plastic not being installed (meaning they removed all the clips and did not install them back so it fell off the vehicle and dragged). When I heard the noise I brought it to an alternate mechanic who explained to me the all the clips had been removed and not replaced and they used the body to hold it in place. They were so lazy that they didn't even clip the panel in the inner tire area and the plastic was rubbing on my tire causing additional noise and hazard. Additionally I found other damage done to the side panel where it will not stay in place as well as when they removed panels and broke some of the pieces on the driver side near the hood release. I feel as though this organization lied about the repairs and does poor work and does not have the consumers best interest in mind. I am Extremely disappointed and would NEVER refer them to anyone. I think that someone should really investigate the way they solicit business. I feel taken advantage of since I am a woman. I spent over 1,000 on repairs.Desired SettlementMy new resolution would be to ask Advanced auto to credit me $350.00 to my credit card for repairs I paid for to repair the issues they caused by their organizations blatant negligence in putting my car back together. That cost does not include my personal time or suffering. I would be satisfied with a direct check made to [redacted] Ave [redacted] MA XXXXX.Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted].netHi [redacted],I received your complaint through the Revdex.com last night and I wanted to take a few minutes to reach out to you.First off, I'd like to thank you for taking your time to complain. I know that may sound a little strange, but the only way I (as one of the business owners) can identify any areas that our business needs to improve is if I hear from our customers. Secondly, I would like to sincerely apologize to you for the poor experience you had at our business last Fall. Your Revdex.com complaint is the first that I've heard of any issues that you had and I would like to take whatever steps are necessary to resolve the issue to your satisfaction.After receiving your Revdex.com complaint, I spoke with our [redacted], to see if he was aware that you were unhappy. He confirmed that you had called about a whistling noise after we completed the repairs and he informed me that he had asked you to approve up to 1 hour of diagnostic time if we found that the whistling noise was unrelated to the repairs. He stated that you seemed unhappy that we were asking you to approve additional labor charges (if needed) but that he was unaware how dissatisfied you were. He informed me that he had made several attempts to follow up with you to schedule an appointment to address your concerns but he was never able to connect with you and he assumed that the issue either went away or you had decided not to have it addressed further. I completely understand why you were put off by our request for additional labor approval since you obviously felt strongly that the whistling noise was related to the repairs we had performed (and from the description in your e-mail, it sounds as though your feeling was correct). I'd like to quickly address the reason that we had that policy and to also inform you that since receiving your Revdex.com complaint that we have adjusted our policy to be more customer friendly:We had a policy in place to get approval from every customer for up to 1 hour of labor time for any diagnostic testing to ensure that our technicians could spend the time necessary to properly duplicate the customer's concern and to at least start (and hopefully complete) the proper diagnostic testing. We requested the up front approval on all diagnostic concerns...even if it was a potential warranty concern. If, after performing our inspection/diagnostic testing, we found that it was a warranty situation, we would cover the necessary repairs under our warranty and would not bill the customer. The reason we had the policy in place was that it can be difficult to reach people during the day for updated approvals and since we don't perform any repairs without the customer's approval, we sometimes/often run into a situation where a customer is expecting their vehicle back by the end of the day but if we cannot reach them to approve the repairs, it may tie up our lift, delay us ordering the needed parts, and the repairs may not get completed if it takes too long for them to get back to us with an approval.The reason we used the policy even if a potential warranty was involved is that in our industry, it is common for customers to have a "heightened awareness" after having any services/repairs performed and it is not uncommon for a customer to notice noises and/or other issues with their vehicle that may have been there previously but they never noticed them...but since they had repairs performed, they are now paying closer attention (lowering the radio volume, etc.) and they immediately assume that the new noise or concern is related to the services/repairs. Sometimes the new issue is related to the services/repairs and is covered under warranty, but in many cases, it is truly a separate issue...having a minimal approval for up to 1 hour of labor allows us to continue with our diagnosis if we find that it is unrelated to the previous services/repairs.With that being said, after receiving your Revdex.com complaint, I can completely understand that our request for labor approval may seem off-putting to many customers so I addressed the issue with [redacted] and we have adjusted our policy when a potential warranty issue is involved. We will now schedule the appointment without any labor time approved up-front by the customer. If we determine that the issue is covered under our warranty, we will perform the necessary repairs at no charge to the customer just like we would before. If we determine that the issue is unrelated to the previous services/repairs, we will stop and contact the customer to discuss the situation and obtain any approvals needed at that time. Again, I would like to sincerely apologize for the poor experience you had at our business and I would like to assure you that we will do what is necessary to correct it. I apologize for the lengthy e-mail, but there is one other issue that I feel I need to address. It is obvious from the language in your Revdex.com complaint that you feel that we intentionally performed subpar repairs and intentionally bamboozled you and took advantage of you because you are a woman. After reading your complaint and the timeline of the repairs and knowing what our policy was at the time for requesting diagnostic labor approval up-front, I can understand how you came to that conclusion and why you feel that way. I also understand that in today's business environment, many businesses get away with providing terrible service and blatantly ripping people off and not caring at all. I can assure you that none of that is true about our business. We are human and we do definitely make mistakes...however, we will never lie, cheat, steal, bamboozle, or intentionally take advantage of anyone for any reason. Whenever we do make a mistake, we always own up to it and do our best to correct it to the customer's satisfaction...the biggest challenge we have is making sure our customers understand that it's not only ok to complain but that we welcome it...it's our best opportunity to understand our short-comings and to identify areas that we need to improve. Although I would have preferred that you had contacted me as soon as the issue occurred and that you had contacted me directly before going through the Revdex.com, the important thing is the end result...you did reach out and express your concerns and we've already learned from your concerns and I'm sure we can come to a resolution that will make you happy. If you are open to it, I'd like to meet you in person and personally apologize to you and then provide you with a refund as you've requested. Please call me on my cell (508-XXX-XXXX) at your earliest convenience.Sincerely,[redacted].netAdvanced Auto, Inc.dba Advanced Automotive Performance[redacted] St.[redacted] MA XXXXXPhone: XXX-XXX-XXXXwww.[redacted].netConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] came to my office and personally apologized. He expressed that their organization had some issues with the quality of their technicians but have since been resolved and offered me a $50.00 credit for services to come back to their shop. He was sincere and kind, I appreciated the response and result. I will be considering them the next time I need my oil changed. Thank you

Advanced Auto was hired to work on my car after completion of the work I noticed they were subpar and did not put my car back together correctly. on 7/2/2014 Advanced Auto was hired to perform AC repair for my Acura [redacted] additionally on 9/24/2014 they were hired to perform a additional service where they stated they "found" additional issues. At the time I trusted their work and agreed to have the work performed. After the work was performed I immediately noticed a new whistle noise coming from my car when driving, as well as the side panel was not put back into place correctly and was projecting out. I brought it back and they stated that they would charge me a diagnostic fee to find the whistle noise, and they manually shoved the panel back into place. Since they wanted to charge an additional fee and I was already feeling bamboozled I declined further service. Over the next few month I slowly found more and more issues wrong with the vehicle including but not limited to the under guard plastic not being installed (meaning they removed all the clips and did not install them back so it fell off the vehicle and dragged). When I heard the noise I brought it to an alternate mechanic who explained to me the all the clips had been removed and not replaced and they used the body to hold it in place. They were so lazy that they didn't even clip the panel in the inner tire area and the plastic was rubbing on my tire causing additional noise and hazard. Additionally I found other damage done to the side panel where it will not stay in place as well as when they removed panels and broke some of the pieces on the driver side near the hood release. I feel as though this organization lied about the repairs and does poor work and does not have the consumers best interest in mind. I am Extremely disappointed and would NEVER refer them to anyone. I think that someone should really investigate the way they solicit business. I feel taken advantage of since I am a woman. I spent over 1,000 on repairs.Desired SettlementMy new resolution would be to ask Advanced auto to credit me $350.00 to my credit card for repairs I paid for to repair the issues they caused by their organizations blatant negligence in putting my car back together. That cost does not include my personal time or suffering. I would be satisfied with a direct check made to [redacted] Ave [redacted] MA XXXXX.Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted].netHi [redacted],I received your complaint through the Revdex.com last night and I wanted to take a few minutes to reach out to you.First off, I'd like to thank you for taking your time to complain. I know that may sound a little strange, but the only way I (as one of the business owners) can identify any areas that our business needs to improve is if I hear from our customers. Secondly, I would like to sincerely apologize to you for the poor experience you had at our business last Fall. Your Revdex.com complaint is the first that I've heard of any issues that you had and I would like to take whatever steps are necessary to resolve the issue to your satisfaction.After receiving your Revdex.com complaint, I spoke with our [redacted], to see if he was aware that you were unhappy. He confirmed that you had called about a whistling noise after we completed the repairs and he informed me that he had asked you to approve up to 1 hour of diagnostic time if we found that the whistling noise was unrelated to the repairs. He stated that you seemed unhappy that we were asking you to approve additional labor charges (if needed) but that he was unaware how dissatisfied you were. He informed me that he had made several attempts to follow up with you to schedule an appointment to address your concerns but he was never able to connect with you and he assumed that the issue either went away or you had decided not to have it addressed further. I completely understand why you were put off by our request for additional labor approval since you obviously felt strongly that the whistling noise was related to the repairs we had performed (and from the description in your e-mail, it sounds as though your feeling was correct). I'd like to quickly address the reason that we had that policy and to also inform you that since receiving your Revdex.com complaint that we have adjusted our policy to be more customer friendly:We had a policy in place to get approval from every customer for up to 1 hour of labor time for any diagnostic testing to ensure that our technicians could spend the time necessary to properly duplicate the customer's concern and to at least start (and hopefully complete) the proper diagnostic testing. We requested the up front approval on all diagnostic concerns...even if it was a potential warranty concern. If, after performing our inspection/diagnostic testing, we found that it was a warranty situation, we would cover the necessary repairs under our warranty and would not bill the customer. The reason we had the policy in place was that it can be difficult to reach people during the day for updated approvals and since we don't perform any repairs without the customer's approval, we sometimes/often run into a situation where a customer is expecting their vehicle back by the end of the day but if we cannot reach them to approve the repairs, it may tie up our lift, delay us ordering the needed parts, and the repairs may not get completed if it takes too long for them to get back to us with an approval.The reason we used the policy even if a potential warranty was involved is that in our industry, it is common for customers to have a "heightened awareness" after having any services/repairs performed and it is not uncommon for a customer to notice noises and/or other issues with their vehicle that may have been there previously but they never noticed them...but since they had repairs performed, they are now paying closer attention (lowering the radio volume, etc.) and they immediately assume that the new noise or concern is related to the services/repairs. Sometimes the new issue is related to the services/repairs and is covered under warranty, but in many cases, it is truly a separate issue...having a minimal approval for up to 1 hour of labor allows us to continue with our diagnosis if we find that it is unrelated to the previous services/repairs.With that being said, after receiving your Revdex.com complaint, I can completely understand that our request for labor approval may seem off-putting to many customers so I addressed the issue with [redacted] and we have adjusted our policy when a potential warranty issue is involved. We will now schedule the appointment without any labor time approved up-front by the customer. If we determine that the issue is covered under our warranty, we will perform the necessary repairs at no charge to the customer just like we would before. If we determine that the issue is unrelated to the previous services/repairs, we will stop and contact the customer to discuss the situation and obtain any approvals needed at that time. Again, I would like to sincerely apologize for the poor experience you had at our business and I would like to assure you that we will do what is necessary to correct it. I apologize for the lengthy e-mail, but there is one other issue that I feel I need to address. It is obvious from the language in your Revdex.com complaint that you feel that we intentionally performed subpar repairs and intentionally bamboozled you and took advantage of you because you are a woman. After reading your complaint and the timeline of the repairs and knowing what our policy was at the time for requesting diagnostic labor approval up-front, I can understand how you came to that conclusion and why you feel that way. I also understand that in today's business environment, many businesses get away with providing terrible service and blatantly ripping people off and not caring at all. I can assure you that none of that is true about our business. We are human and we do definitely make mistakes...however, we will never lie, cheat, steal, bamboozle, or intentionally take advantage of anyone for any reason. Whenever we do make a mistake, we always own up to it and do our best to correct it to the customer's satisfaction...the biggest challenge we have is making sure our customers understand that it's not only ok to complain but that we welcome it...it's our best opportunity to understand our short-comings and to identify areas that we need to improve. Although I would have preferred that you had contacted me as soon as the issue occurred and that you had contacted me directly before going through the Revdex.com, the important thing is the end result...you did reach out and express your concerns and we've already learned from your concerns and I'm sure we can come to a resolution that will make you happy. If you are open to it, I'd like to meet you in person and personally apologize to you and then provide you with a refund as you've requested. Please call me on my cell (508-XXX-XXXX) at your earliest convenience.Sincerely,[redacted].netAdvanced Auto, Inc.dba Advanced Automotive Performance[redacted] St.[redacted] MA XXXXXPhone: XXX-XXX-XXXXwww.[redacted].netConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] came to my office and personally apologized. He expressed that their organization had some issues with the quality of their technicians but have since been resolved and offered me a $50.00 credit for services to come back to their shop. He was sincere and kind, I appreciated the response and result. I will be considering them the next time I need my oil changed. Thank you