Akbar Service

To: Miriam Carmona Resolution & Review Specialist Revdex.com WShaw Avenue Fresno CA FAX: ###-###-#### Subj: Response To Complaint #Date: December 4, BUSINESS BACKGROUND: Akbar Service is licensed automotive repair facility located in
Upland, California, #B.A.R AJThe business has been in continuous operation since approximately 1971, and was purchased by the current owners approximately years agowithout changing the business name. Currently, the business employs (1) BMW Specialist with previous BMW Dealership experience and (1) Mercedes-Benz (MBZ) Specialist with previous Mercedes-Benz dealership experienceThe shop is located at a busy intersection on "Old Route 66" a few miles from both the and freewaysIt is the only BMW/MBZ repair facility in this areaDue to the aforementioned characteristics and geographics, the shop is extremely busy, often operating on a 2-week repair backlogYOUR AFFIANT: I am a year old California Native with an extensive background in Motorsports.I hold I-CAR certifications in Hybrid Vehicles, TESLA Electrical Systems, HVAC Systems, On-Board Electronics, Collision Damage Estimation, Alternative Fuel Vehicles and Cooling Systems for Gasoline and Electric VehicleI have direct dealership experience with Rolls-Royce, Bentley, Aston-Martin, Range Rover, Masreati, Porsche, Audi, Tesla, MBZ and BMW, either in the capacity of a financial/business strategist/adviser, service adviser or private contractorI offer consultation and advisory services to Akbar Service, in my retirement, as an unpaid member of their staffI have been asked to prepare this response on behalf of Akbar Service management. Due to the specialty nature of this repair, I performed these repairs personally as the most senior member of our staff. Electronic copies of my credentials are available upon requestSUMMARY: *** tows his Mercedes-Benz Cinto our facility because the ignition key is jammed, preventing the key from being turnedThe steering column cannot be unlocked and the car cannot be moved. *** makes arrangements with management to surgically cut the jammed (hardened steel shrouded) steering lock from the vehicle so the key could once again be turnedOnce mechanical rotational function of the key is restored, it is discovered that ***'s vehicle does not start and appears to have many pre-existing conditions (both electrical and mechanical) that could not be discovered considering the car had been towed in and was not runningThe brakes rotors are heavily rusted, which contradicts ***'s claim to service advisers that he was driving the car until just before it was brought into our facility. SERVICE ADVISER INTAKE INTERVIEW WITH ***: On or about 10/20/2017, *** had his Mercedes-Benz Ctowed into our facility because the key was frozen in the ignitionThe key could not be turnedThe steering wheel could not be unlocked and the ignition could not be turned onThe ignition lock in this model of Mercedes-Benz is protected by a hardened steel cover and a hardened steel plate across the face of the lock cylinderWhen the key fails to turn, it must be surgically cut out with a die grinderI have performed this repair many timesIn some cases, I can complete the operation in 4-hoursHowever, because we are a high volume repair shop and we employ only (2) full-time technicians, it is not uncommon for us to be 8-cars behind schedule when a given customer arrivesThis was the case with ***Our service adviser, *** ***, advised *** that this repair would take extra time due to our workload. *** said he was "OK" with this because he had another vehicle to drive and was able to make paymentsUNIQUE OPERATION CHARACTERISTICS OF THE MERCEDES-BENZ DAS SYSTEM: On these models, the key functions like any regular keyIt has a toothed segment which engages with a set of tumblers, allowing the key to be turnedHowever, this vehicle also uses an electronic key recognition system - which is separate from the physical toothed segment of the keyThe key creates an electronic signal that is received and transmitted to the DAS module for authenticationSince the mechanical rotation/unlocking function of the key is separate from its electronic function, either one can fail independently of the other. PRE-EXISTING CONDITIONS OF VEHICLE: The brake rotors on ***'s vehicle were solid rust, indicating it had been sitting for a long timeThere was also extensive damage to the hood and right rear quarter panelThe gas tank door was open and I could see there was no gas cap on the vehicleAs a matter of standard operating procedure, I took photographs of the vehicle, which are attached. Based on my observations of the vehicle's condition, I made the recommendation to the service advisers (*** *** ** and *** ***) that we do not begin any repairs to the vehicleMy reasoning is based upon experience that vehicles in this condition become a liability to a repair facility, due in part to their unsafe condition, neglect and pre-exiting faults, not readily apparent upon visual inspection. *** insisted that we replace his ignition key and he asked that we beat a local locksmith's price of $for the replacement of the keyI told *** he should take his car to the locksmith as it would take me several weeks to perform the repairs. *** made a payment arrangement with service adviser for repairs. REPAIR ACTIONS TAKEN BY AKBAR SERVICE I worked on ***'s car a few hours (here and there) over a period of several weeks, while simultaneously performing my other duties as a shop foreman and estimate writing dutiesAt one point, I found the lock pin, which holds the lock housing to the steering column, to be stuckThis requires the pin to be broken with a hammer and punchI notified the service adviser that this might damage the metal steering column housingI requested they notify *** of this possibility. *** did not respond to the service adviser's messages for over one weekOur service adviser told me that *** eventually came in and signed a waiver accepting responsibility for any physical damage that might occur from breaking the lock pin. NOTE: This pin holds the mechanical steering lock into the steering column, It is nowhere near the DAS control unit, which is located behind the instrument cluster. Once my work was completed, the battery in ***'s car was completely deadI slow charged the battery until it reached 80% on our SnEEBC-Battery Service Machine. I then attempted to start ***'s car so that it could be movedThe car cranked over, backfired loudly, but would not start. At this point, the work we agreed upon had been completedThe physical mechanical rotation of the key and lock cylinder were the only repairs requested or performedIn the interest of customer good will, and in hopes of getting ***'s car moved to a more convenient location on our cramped storage lot, My first course of action was to check for the presence of fuelI found no gas cap on the vehicle and the fuel smelled acridI hooked up a mechanical fuel pressure gauge and noticed the pressure rose slowly and dropped immediately when the key was releasedThis is an indication of a failing fuel pump and/or pressure regulatorWhen I drained my fuel test hose, which is clear, the fuel was very dark - like coffeeFuel in this condition is very old and difficult to igniteEither this car had been sitting a long time or deteriorated fuel had been added to the tank, contaminating the fuel supplyAll of these conditions are pre-existing and beyond the scope of our repairs. Next, I accessed the vehicle via the underhood diagnostic port to see if there was a simple solution to this via read-only Mercedes-Benz Star/Xentry Diagnostic SoftwareI found fault codes for DAS system failure and other electronic failuresThis is the electronic section of the ignition system that reads and receives/transmits data from the ignition transponderAt this point, I abandoned all further efforts to help *** by starting his carFailure of the electronic ignition system control (DAS) requires a new DAS module be purchased by the local Mercedes-Benz dealerThere are no other repair strategies availableUsed parts cannot be used because the VIN is coded into the DAS control moduel and the ME (Engine Control Unit.) CONCLUSIONS: The rusted condition of the brake rotors leads me to believe this vehicle had been stored in a state of non-operation for an undetermined period of timeThe condition of the fuel also is indicative of either a long period of storage or the addition of poor quality, deteriorated and/or contaminated fuelIn either case, ***'s asserts that his vehicle "ran perfectly" before it was brought to our facility for repairs. DOCUMENTATION: Signed estimate # ES(dated 10/20/2017) is on fileThis can be converted to electronic format upon request. PHOTOGRAPHS: In order of attachment: View of major damage to RR of ***'s vehicle View of damage to front of ***'s vehicle Rusted Condition of Left Front Brake Rotor Remains of Steering Lock/Key Cylinder After Removal Finished Installation of New Steering Lock/Key Cylinder Close Up Image of Completed Installation Condition of Right Front Brake Rotor Missing Fuel Tank Cap on 's Vehicle VALIDATION: My last name is withheld due to my status as a retired California Police OfficerI can be reached by calling Akbar Service at the number listed below Regards, *** *** Akbar Service East Foothill Boulevard Upland, CA###-###-#### B.A.R AJ

To: Miriam Carmona Resolution & Review Specialist Revdex.com WShaw Avenue Fresno CA FAX: ###-###-#### Subj: Response To Complaint # Date: July BUSINESS BACKGROUND: Akbar Service is licensed automotive repair facility located in Upland,
California, #B.A.R AJThe business has been in continuous operation since approximately 1971, and was purchased by the current owners approximately years agowithout changing the business name. Currently, the business employs (1) BMW Specialist with previous BMW Dealership experience and (1) Mercedes-Benz (MBZ) Specialist with previous Mercedes-Benz dealership experienceThe shop is located at a busy intersection on "Old Route 66" a few miles from both the and freewaysIt is the only BMW/MBZ repair facility in this areaDue to the aforementioned characteristics and geographics, the shop is extremely busy, often operating on a 2-week repair backlogYOUR AFFIANT: I am a year old California Native with an extensive background in Motorsports.I hold I-CAR certifications in Hybrid Vehicles, TESLA Electrical Systems, HVAC Systems, On-Board Electronics, Collision Damage Estimation, Alternative Fuel Vehicles and Cooling Systems for Gasoline and Electric VehicleI have direct dealership experience with Rolls-Royce, Bentley, Aston-Martin, Range Rover, Masreati, Porsche, Audi, Tesla, MBZ and BMW, either in the capacity of a financial/business strategist/advisor, service advisor or private contractorI offer consultation and advisory services to Akbar Service, in my retirement, as an unpaid member of their staffI have been asked to prepare this response on behalf of Akbar Service management. SYNOPSIS: On June 26, 2017, *** arranged to have her BMW 328i towed into our facility for repairAs part of the reception process, I performed a walk-around inspection of her vehicleI noted an oil leak from the oil filter housing (common to BMW's with this engine) which causes the airflow through the radiator to distribute oil spray across the entire expanse of the engine and compartmentI also noticed a missing upper alternator mount bolt, which I related to our service adviser, Mike What I noted was a BMW in an advanced state of general neglect and deteriorationNumerous oil leaks were readily apparent, both under the hood and evidenced by oil dropping onto the ground under the carI noticed the tires were worn out, which creates a dangerous conditionI advised *** of my findings personally and she acknowledged knowing her tires were unsafeThe aforementioned items were added to the repair estimate as standard operating procedure Based on my observations of the vehicle's condition, I made the recommendation to the service advisers (Mike Jr and Eric ) that we do not begin any repairs to the vehicleMy reasoning is based upon experience that vehicles in this condition become a liability to a repair facility, due in part to their unsafe condition, neglect and preexisting faults, not readily apparent upon visual inspection. When *** was advised by the service adviser of an extended delay in performing the repairs, *** became agitatedI agreed to attach a booster battery to her car and attempt a start in the interest of assisting the BMW technician, who was absent for the dayThe vehicle did not respond to a jump start - meaning no lights illuminated, no electrical accessories could be operated and the starter was non functional. This is one symptom of a failed electronic steering lockAlso, the windshield wipers began to run immediately upon connecting the booster batteryThis is one symptom of a control unit failure. I reported my findings to the service adviser and ***When I gave my verbal report of my finding to ***, she became agitated/upset and wanted to know how much a "control unit" might costI informed *** that my suspicion could not be confirmed without electronic diagnosis, but a similar repair on a Mercedes-Benz can range from $1,to $1,I told *** our BMW technician would not be back until tomorrow and I invited her to have the car towed to the BMW dealer in Ontario, California, so she would not have to wait for repairs*** made a comment to the effect that she did not want to pay dealer pricesAt this point, *** began to challenge the accuracy of our suspicions (as we had not yet attempted a diagnosis because a failed steering lock prevents connecting with the vehicle's on-board systems) and made continual reference to "my BMW mechanic in Long Beach" and that this mechanic had educated her about her vehicle*** had an inaccurate grasp of how her vehicle functioned, especially pertaining to the role of the steering lock and an unreasonable expectation of what she could realistically expect from our services. Again I urged our service adviser to reject the vehicle and refer *** to nearby BMW of Ontario*** insisted that we make repairs to her car*** was advised of the fact that the BMW technician would not arrive until tomorrow morning and that the steering lock is a "dealer Only Item" that could take several days to obtain. The following day, The BMW technician (Eric Ouyang) examined the car and also noted engine oil leaks and unsafe tiresA steering lock replacement was also recommended by the BMW technician*** was advised that other faults may be present, but those could not be confirmed until after the steering lock assembly was replaced. A deposit is usually required for a special order (non returnable) dealership partHowever, the service adviser agreed to forego the deposit and ordered the part from the local BMW dealer*** asked the service adviser repeatedly about payment by phoneThis is against shop policyHowever, due to the fact *** was displaced, the management agreed to take a payment by phone ONLY if a signed invoice and credit card authorization was obtainedIt is my understanding, based on conversations with the service adviser, that the estimate & repair authorization and credit card authorization were eventually obtainedThe steering lock comes from BMW as part of the steering columnIt requires coding and programming via BMW approved software after replacementThe steering lock arrived on or about June 28, and management shuffled ***' car to the front of a week backlog schedule of other customers, due to her displaced statusThe repairs were not completed until very late in the work day, as it took the BMW technician nearly hours to completeThe BMW technician also reported that he found fault codes for a malfunctioning alternator, water pump and a fault in the fuel pump module that did not respond to programmingThese items were added to the repair invoice as standard procedure and copies were attached to the repair invoiceAkbar Service guarantees their parts and labor for the specific repairs performedWe cannot guarantee other components, pre-existing faults or any other factor that may cause a roadside failure, not related to the repairs we performed directlyThis is a standard policy of every repair shop that we know personally in this area*** said she could not get a ride to pick up her car until the following dayOn June 29, 2017, *** arrived to pick up her car*** was informed by the BMW technician that her alternator was defective*** rejected thisI was working with other clients, but I heard a loud argument take place between *** and another member of our staffThis went on for some timeEventually, *** left being able to drive off her car that had been towed in originallyA short time later, *** called to say her car had diedThis was due to the malfunctioning alternator - a pre-existing condition already reported to ***Eventually, at a time I am not aware of, it was arranged to get ***' car towed back to our facilityAt this point, I had no further direct contact with ***However, *** became loudly enraged by our BMW technician's second subsequent report of a failed alternator, which I overheard*** began yelling and swearing*** rejected any and all explanationsThe owner, Mike Sweiss Sr.arrived (at some point) and was drawn into the spectacle as wellThis verbal exchange took place for quite some time, but I was busy with other tasks, so I am unable to comment any furtherI was advised by the owner, Mike Sweiss Sr., that *** decided to take her car elsewhere for needed repairs to the pre-existing conditions previously describedSUMMARY: *** brings a BMW into a busy BMW/MBZ shop on a day when the only BMW technician is absentThe BMW is found to be in such an advanced state of neglect and disrepair that the recommendation is made to management not to repair the vehicle, and instead refer *** to the local BMW dealer*** demands repair and refuses dealership referral***' vehicle has pre-existing mechanical faults and requires a dealer-only steering lock to restore "key-on" functionOnce steering lock has been installed, pre-existing faults are found in the Alternator, Electric Water Pump and Fuel Pump Module - all of which could disable the car***' becomes enraged and engages staff in an unproductive shouting match in which she declares "My BMW Mechanic in Long Beach" to have imparted advanced knowledge of BMW operating systems to her, sufficient to a degree that she challenged the accuracy of a print out from our BMW Rheingold Diagnostic SystemDOCUMENTATION: Copies of the BMW invoice for the steering lock is availableCopies of the repair authorization and the post-repair printout of the pre-existing conditions are also availableI respectfully direct your attention to the attached file name "PG49935" which corresponds to the last digits of the VIN on ***' vehicleThis is our diagnostic report which was provided to ***, indicating a pre-existing failed alternator, which ultimately caused her car to leave her strandedVALIDATION: My last name is withheld due to my status as a retired California Police OfficerRobert *** Akbar Service East Foothill Boulevard Upland, CA###-###-#### B.A.R AJ