Affordable Computer Repair Ltd

RE: Repair Issues: EMS Tire and Auto acknowledges that Miss [redacted] did indeed have her [redacted] Chevrolet Cavalier, VIN: [redacted] , at our repair facility on 05/06/?" 05/07/for repairs on the engine cooling systemAt the time the above referenced customer arrived at our repair facility the initial complaint was that the vehicle's water pump was leaking coolantAfter initial diagnostic procedure was performed, it was confirmed that the vehicle's water pump needed to be replaced to correct the coolant leakAt the time of the repair, the customer made an educated decision to purchase her own water pump and not to have EMS Tire and Auto provide the water pumpEMS Tire and Auto made the customer completely aware that if she supplied her own water pump that there would be no warranty on not only the water pump itself but also no warranty would be attached to any corresponding labor that may incur due to a defective part that she may supplyThis is also indicated with a disclaimer on the customer's original invoice (see attached)After the recommended repairs were completed our technicians test drove the customer's vehicle and checked to confirm that no coolant leak was present and that the vehicle was running to manufacturer's specificationsOnce the customer picked up her vehicle EMS Tire and Auto had no contact with the customer until early December, At this time the customer called with a complaint that the water pump that she had supplied was leaking and demanded that EMS Tire and Auto replace it at no charge to herOur staff? acknowledged to her our concerns and offered to diagnose the coolant leak that was occurring at no chargeThis was unacceptable to the customer and she refused to allow EMS Tire and Auto to diagnose her vehicleAbout a week later, the customer called our staff again and proceeded to explain that she had taken it to another repair facility and had the vehicle inspected and decided to have the water pump replacedShe stated that the repair facility she had recently taken it to told her that the repair that EMS Tire and Auto had performed to her water pump originally had not been performed correctly and that this was the cause of the water pump leakAt no time did the customer come forth with any evidence to confirm this other than her wordsEMS Tire and Auto explained to her that our ASE Certified technicians abide by a certain set of guidelines and repair procedures on every repair that we completeEMS Tire and Auto explained to the customer that at the time of her water pump replacement we had installed it step by step by the OE specified instructions (see attached) and reassured her that the water pump had been installed correctlyAfter the customer had been informed of these details EMS Tire and Auto also informed her that she would not be getting any reimbursement or credit for the repairs she had decided to have done at another facilityOur staff explained to her that just by stating she had these repairs completed was not evidence enough to constitute reimbursementNot only did she not allow EMS Tire and Auto the opportunity to diagnose her vehicle at no charge, she states she took it to another repair facility, had repairs done and has provided no evidence to the fact other than conversation via telephone callOnce informed of EMS Tire and Auto's decision to not reimburse her she became very angry and proceeded to use fowl language towards our staff on the phone and also call our staff liarsEMS Tire and Auto was at no time given any opportunity to confirm the customer's concern, even though our staff went above and beyond by offering to diagnose and confirm the customer's concern at no chargeTherefore, EMS Tire and Auto feels there should be no liability placed to any of our staff or our repair facilityThe customer has made an incorrect decision to have the part replaced by another repair facility prior to allowing EMS Tire and Auto to confirm the issue at hand and the customer is now trying to make EMS Tire and Auto pay for her mistakeRE: Desire Settlement: EMS Tire and Auto respectfully declines Miss [redacted] 's request to be reimbursed for replacement of her water pumpSincerely,? Gary T [redacted] EMS Tire and Auto

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.? For your reference, details of the offer I reviewed appear below I? WAS NOT? aware of the labor warranty until after I had received my receipt (which I still have)? and saw it was printed on the receipt that if I brought? in my? own part it would not? be under labor warranty no staff informed me of this? until after new water pump was installed.? I knew the part itself? would not be under warranty through? EMS due to me purchasing the water pump at Advanced? Auto.? I had took my [redacted] Cavalier to EMS May 6,and picked it up the next day May 7, 2016.? I contacted EMS May 8, due to antifreeze was still leaking from vehicle, ? was told by staff that it could be a? gasket expanding and that could be causing the leak and to either call back or bring vehicle back in if the problem persistAntifreeze stopped leaking until end of November then as car sat overnight antifreeze would completely drain out of car, called EMS to? report the problem? staff was rude and told me that due to me bringing in my own part? it was not covered under labor warranty, I was not offered a free diagnosis if I brought my car back to them due? to the labor? warranty and was also? informed that if they had to take out part of the air conditioner that would cost? me and additional $85.? I contacted EMS again on December? to inform? supervisor that I? had taken my car to another shop and was informed by mechanic that EMS did not install water pump on my vehicle properly? which was the cause of the water pump going bad.? The statement I provided from the mechanic at Macs Service Center states that leak from water pump was due to the? bolts were finger tight from last replacement.? I also agreed to bring in proof? EMS was responsible? and supervisor kept saying? the mechanics were certified and they had measurements to go by that there was no way it was there fault, basically implying the mechanics from [redacted] ? Center? was lying.? ? I understand the water pump not being under? EMS warranty? because it has its own warranty if the part itself messed up, but the service EMS provided is what caused this part to mess up so they should be reliable for part and labor, Regards, [redacted]

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 For your reference, details of the offer I reviewed appear below I WAS NOT aware of the labor warranty until after I had received my receipt (which I still have) and saw it was printed on the receipt that if I brought in my own part it would not be under labor warranty no staff informed me of this until after new water pump was installed I knew the part itself would not be under warranty through EMS due to me purchasing the water pump at Advanced Auto I had took my [redacted] Cavalier to EMS May 6,and picked it up the next day May 7, I contacted EMS May 8, due to antifreeze was still leaking from vehicle, was told by staff that it could be a gasket expanding and that could be causing the leak and to either call back or bring vehicle back in if the problem persistAntifreeze stopped leaking until end of November then as car sat overnight antifreeze would completely drain out of car, called EMS to report the problem staff was rude and told me that due to me bringing in my own part it was not covered under labor warranty, I was not offered a free diagnosis if I brought my car back to them due to the labor warranty and was also informed that if they had to take out part of the air conditioner that would cost me and additional $ I contacted EMS again on December to inform supervisor that I had taken my car to another shop and was informed by mechanic that EMS did not install water pump on my vehicle properly which was the cause of the water pump going bad The statement I provided from the mechanic at Macs Service Center states that leak from water pump was due to the bolts were finger tight from last replacement I also agreed to bring in proof EMS was responsible and supervisor kept saying the mechanics were certified and they had measurements to go by that there was no way it was there fault, basically implying the mechanics from [redacted] Center was lying I understand the water pump not being under EMS warranty because it has its own warranty if the part itself messed up, but the service EMS provided is what caused this part to mess up so they should be reliable for part and labor, Regards, [redacted]

This company has disheartened my faith in the local business aspect with the lying and dishonest living playing a factor.They called my cell and left the amounts of the parts which the one that was important was the wheel baring it was priced at I called a local *** *** which was this put the thought in my head to question the EMS workers for the price differenceWhen I called EMS worker told me it was because they had better quality partsI am the one that pays the bills of our home couldn't see paying this amount they was askingAfter they had already looked at the truck I understand they did look at it but things changed when the employee drove it after us towing maybe miles why wouldn't I just drive it myself if I thought it could make it and not pay *** towing Afterward I talked *** and she said "they drove it and the wheel baring locked up and took a CHUCK out of the tire because it was worn" I understand my tire on the truck wasn't new I wasn't asking them for a new tire but used tire on Sat over the phone when We called and ask for the total amount of bill because we was having the vehicle remove from EMS because the price difference in one of our local Shops called *** *** *** was asked about a bill for EMS nothing was told he said towing was we started discussing the tire and it elevated to us arguing and he hung up on me because we was arguingI called back and talked to *** againShe told me if I got a used tire they would put it on*** had told me before that it was a charge I was satisfied with that compromise *** and I made togetherIf they would have just act sorry for the actions and helped my mindset, by replacing my tire with a used one or not charged the service fee that EMS is SAYING they was waived to Revdex.comI would have let this goIt isn't about the money like they are saying, It was about what was rightthey drove the car after us having it towed and messed up the tire and had no remorse for their actionsThey probably have a used tire laying around that would have worked for the purposeThey need to rethink the amount of people in our area that don't have money to give away in this type of it was a great amount difference in the parts, EMS could have more business by not offering a lower more valued parts and better customer assistance*** does not need to have any customer relationship he don't give all the details to the customers*** was also told on Saturday that we spoke with *** ** *** Towing that we would pay the bill ours self's because the difference in price we had called *** *fter getting the price from EMS to confirmed and *** told *** and me and it was just $as you see on the bill it does not add upIT don't take much to see the difference in price on the towing bill and EMS billWhen *** arrived they would not let them take the truck without paying the bill of the towing because EMS sent a check to *** at *** said he would tear it up to check and we could pay *** after 2pm Monday when *** got off work*** and *** knew about this on SaturdayThey didn't called me until after the truck was gone Monday and told me they charged *** *** *** the bill for EMS servicesI spoke with the manager and he was a bag of hot airTold me the sue EMS over the tireThat wouldn't be worth taking off work or going or courtAll dogs have their day mom tells meI hope I see The EMS shops day when the door shut over lack of business from bad service and higher prices in a small poverty community
Regards,
*** ***

To Whom it May Concern: ID *** This letter is in response to the 2nd consumer complaint filed by the above referenced customerThe tire was damaged prior to EMS Tire estimating the repair cost of this vehicleWe paid the wrecker bill when the vehicle was dropped off at our facility per request from the wrecker service this is standard policy if the customer does not pay for the service prior to moving the vehicleNot my policy but it is the policy from every wrecker service that brings vehicles to us on behalf of the customerHow else would they be able to collect the fee for this serviceThe diagnostic charge, for this vehicle in the amount of $was waved and not charged to help the customer as a token of our generosity because of their hardship. The only charge to the customer was for the tow bill. $120.00 In closing, EMS Tire Pros waived the diagnostic charge $as a onetime goodwill adjustment to help the Whitt Family. At this time, no further compensation will be provided to the customer

To Whom it May Concern: ID 1*** This letter is in response to a consumer complaint filed by the above referenced customerCustomer complaint notes: Check drivers side front wheel areaCustomer states vehicle pulls left even when not brakingEMS Tire Pros acknowledges that
the customer did have a diagnostic performed to estimate the repairs on their vehicle a GMC Canyon SLE on May 31, 2018. The services rendered were in fact for a diagnostic to estimate the repair for a left front caliper or wheel bearing stuckUpon the vehicle being driven into the repair facility EMS Tire Pros' technicians are trained to make note any service, warning indicators, or messages that are displayed on the vehicle's message center or cluster assembly. At the time that the above referenced customer's vehicle was pulled into the repair facility the technicians had indicated and hand written on the original work order (w/o) that the vehicle's left (drivers side) front tire was locking up and had damage to the tire prior to any services performed. This warning was relayed to the customerUpon the vehicle entering the repair facility EMS Tire Pros' technicians then began the standard procedure to disassemble the left front brake and caliper assembly to estimate the repair. After inspection it was verified that the wheel bearing had failed, which also caused damage to the tireAt this time an estimate for the repairs was entered and the customer was called to discuss the repairsAt this time our service writer spoke to (*** ***) He approved the repairsAlmost immediately *** *** calls back to complain about the cost of the repairs that are necessary for the vehicle and that she can purchase the parts online and have someone else install them at a cheaper price. *** also states they do not have the money to make the repairs at this time because her husband had been out of work for some timeWhen the customer contacted EMS Tire Pros in regards to the vehicleShe stated that a wrecker service would be hired to bring the vehicle to usEMS Tire Pros had to pay for that service upon arrival of the vehicle that was dropped at our facility because no arrangement had been made to the wrecker service by the customer for payment at this time. The diagnostic charge for this vehicle in the amount of $was waved and not charged to help the customer as a token of our generosity because of their hardship. The only charge to the customer was for the tow bill. $120.00 Attached, please find supporting documents for our conclusionIn closing, EMS Tire Pros waived the diagnostic charge $as a onetime goodwill adjustment to help the *** Family. At this time, no further compensation will be provided to the customer

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.? For your reference, details of the offer I reviewed appear below
I? WAS NOT? aware of the labor warranty until after I had received my receipt (which I still have)? and saw it was printed on the receipt that if I brought? in my? own part it would not? be under labor warranty no staff informed me of this? until after new water pump was installed.? I knew the part itself? would not be under warranty through? EMS due to me purchasing the water pump at Advanced? Auto.? I had took my ** *** Cavalier to EMS May 6,and picked it up the next day May 7, 2016.? I contacted EMS May 8, due to antifreeze was still leaking from vehicle, ? was told by staff that it could be a? gasket expanding and that could be causing the leak and to either call back or bring vehicle back in if the problem persistAntifreeze stopped leaking until end of November then as car sat overnight antifreeze would completely drain out of car, called EMS to? report the problem? staff was rude and told me that due to me bringing in my own part? it was not covered under labor warranty, I was not offered a free diagnosis if I brought my car back to them due? to the labor? warranty and was also? informed that if they had to take out part of the air conditioner that would cost? me and additional $85.? I contacted EMS again on December? to inform? supervisor that I? had taken my car to another shop and was informed by mechanic that EMS did not install water pump on my vehicle properly? which was the cause of the water pump going bad.? The statement I provided from the mechanic at Macs Service Center states that leak from water pump was due to the? bolts were finger tight from last replacement.? I also agreed to bring in proof? EMS was responsible? and supervisor kept saying? the mechanics were certified and they had measurements to go by that there was no way it was there fault, basically implying the mechanics from *** ***? Center? was lying.? ? I understand the water pump not being under? EMS warranty? because it has its own warranty if the part itself messed up, but the service EMS provided is what caused this part to mess up so they should be reliable for part and labor,
Regards,
*** ***

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.  For your reference, details of the offer I reviewed appear below.
I WAS NOT aware of the labor warranty until after I had received my receipt (which I still have) and saw it was printed on the receipt that if I brought in my own part it would not be under labor warranty no staff informed me of this until after new water pump was installed.  I knew the part itself would not be under warranty through EMS due to me purchasing the water pump at Advanced Auto.  I had took my [redacted] Cavalier to EMS May 6,2016 and picked it up the next day May 7, 2016.  I contacted EMS May 8, 2016 due to antifreeze was still leaking from vehicle,  was told by staff that it could be a gasket expanding and that could be causing the leak and to either call back or bring vehicle back in if the problem persist. Antifreeze stopped leaking until end of November 2016 then as car sat overnight antifreeze would completely drain out of car, called EMS to report the problem staff was rude and told me that due to me bringing in my own part it was not covered under labor warranty, I was not offered a free diagnosis if I brought my car back to them due to the labor warranty and was also informed that if they had to take out part of the air conditioner that would cost me and additional $85.  I contacted EMS again on December 2016 to inform supervisor that I had taken my car to another shop and was informed by mechanic that EMS did not install water pump on my vehicle properly which was the cause of the water pump going bad.  The statement I provided from the mechanic at Macs Service Center states that leak from water pump was due to the bolts were finger tight from last replacement.  I also agreed to bring in proof EMS was responsible and supervisor kept saying the mechanics were certified and they had measurements to go by that there was no way it was there fault, basically implying the mechanics from [redacted] Center was lying.   I understand the water pump not being under EMS warranty because it has its own warranty if the part itself messed up, but the service EMS provided is what caused this part to mess up so they should be reliable for part and labor,
Regards,
[redacted]

RE: Repair Issues: EMS Tire and Auto acknowledges that Miss [redacted] did indeed have her [redacted] Chevrolet Cavalier, VIN: [redacted], at our repair facility on 05/06/2016 — 05/07/2016 for repairs on the engine cooling system. At the time the above referenced customer arrived at our repair...

facility the initial complaint was that the vehicle's water pump was leaking coolant. After initial diagnostic procedure was performed, it was confirmed that the vehicle's water pump needed to be replaced to correct the coolant leak. At the time of the repair, the customer made an educated decision to purchase her own water pump and not to have EMS Tire and Auto provide the water pump. EMS Tire and Auto made the customer completely aware that if she supplied her own water pump that there would be no warranty on not only the water pump itself but also no warranty would be attached to any corresponding labor that may incur due to a defective part that she may supply. This is also indicated with a disclaimer on the customer's original invoice (see attached). After the recommended repairs were completed our technicians test drove the customer's vehicle and checked to confirm that no coolant leak was present and that the vehicle was running to manufacturer's specifications. Once the customer picked up her vehicle EMS Tire and Auto had no contact with the customer until early December, 2016. At this time the customer called with a complaint that the water pump that she had supplied was leaking and demanded that EMS Tire and Auto replace it at no charge to her. Our staff acknowledged to her our concerns and offered to diagnose the coolant leak that was occurring at no charge. This was unacceptable to the customer and she refused to allow EMS Tire and Auto to diagnose her vehicle. About a week later, the customer called our staff again and proceeded to explain that she had taken it to another repair facility and had the vehicle inspected and decided to have the water pump replaced. She stated that the repair facility she had recently taken it to told her that the repair that EMS Tire and Auto had performed to her water pump originally had not been performed correctly and that this was the cause of the water pump leak. At no time did the customer come forth with any evidence to confirm this other than her words. EMS Tire and Auto explained to her that our ASE Certified technicians abide by a certain set of guidelines and repair procedures on every repair that we complete. EMS Tire and Auto explained to the customer that at the time of her water pump replacement we had installed it step by step by the OE specified instructions (see attached) and reassured her that the water pump had been installed correctly. After the customer had been informed of these details EMS Tire and Auto also informed her that she would not be getting any reimbursement or credit for the repairs she had decided to have done at another facility. Our staff explained to her that just by stating she had these repairs completed was not evidence enough to constitute reimbursement. Not only did she not allow EMS Tire and Auto the opportunity to diagnose her vehicle at no charge, she states she took it to another repair facility, had repairs done and has provided no evidence to the fact other than conversation via telephone call. Once informed of EMS Tire and Auto's decision to not reimburse her she became very angry and proceeded to use fowl language towards our staff on the phone and also call our staff liars. EMS Tire and Auto was at no time given any opportunity to confirm the customer's concern, even though our staff went above and beyond by offering to diagnose and confirm the customer's concern at no charge. Therefore, EMS Tire and Auto feels there should be no liability placed to any of our staff or our repair facility. The customer has made an incorrect decision to have the part replaced by another repair facility prior to allowing EMS Tire and Auto to confirm the issue at hand and the customer is now trying to make EMS Tire and Auto pay for her mistake. RE: Desire Settlement: EMS Tire and Auto respectfully declines Miss [redacted]'s request to be reimbursed for replacement of her water pump. Sincerely, Gary T[redacted] EMS Tire and Auto