Alexander Body & Fender Company, Inc.

We are truly sorry that this engine failed and the customer is not happyWe engaged an independent third party to review the situation and committed to honoring their decision
After a comprehensive investigation and research, it was determined that we had no fault in the motor failingThe Mazda rotary engine is considered a failure and Mazda honored thousands of motor replacements related to the engine being poorly designed
The investigation determined that we had no fault in the timing of the motor failureThere was clear indications around the exhaust that the motor was failing long before it was brought to our shopThe limited amount of times that we started the engine would not cause a good motor to failOur work had absolutely NOTHING to do with the motorWe were repairing damage on the side of the vehicle and painting damaged areasAgain, nothing related to the motor
We had the vehicle towed to a local Mazda dealer who confirmed that the motor had many issues and it was obviously simple bad timing that the motor failed while we were repairing minor body damage
Any belief that we contributed to a $motor failure while repairing body damage just does not make senseHowever, we did not want to make that determination by ourselves, so we sought outside, independent assistanceThe dealer and the insurance adjuster confirmed that our limited starting of the motor could NOT have caused the motor to fail
The previous comment indicating there would be any bias in our favor because we pay for protection is not logicalIf that were the case, the vehicle owner could turn in a claim on his policy and since he pays them a premium, they would rule in his favor and pay for the motor
The reality of the situation is that our insurance policy covers us when we make a mistake or something unforeseen happens while the vehicle is in our possessionThis situation is not covered under any insurance policy because the motor failure was not caused by the accident or anything we did at our shopOur policy would pay if we were at faultThe investigation confirmed that we had no fault in the motor failure
We will complete all of the body work and painting that we were engaged to completeWe stand behind our work and our year history of tens of thousands of satisfied customers confirms that we are a quality repair shopIt is unfortunate that a motor issue that had nothing to do with the work we do at Alexander Body & Fender has resulted in a Revdex.com complaint

Initial Business Response /* (1000, 8, 2015/07/31) */
After finishing repairs we went to deliver Ms***'s Explorer and were confronted with a mechanical problem, the vehicle would not run properlyTrying to diagnosis the problem our mechanic ran a diagnostic and it came up with numerous
misfire on spark plugsSo at our cost we replaced all of the spark plugs due to their poor conditionWe also tried a new coil pak neither one cured the problemWe then had a mechanic from a repair shop close to us that we use come and see if they could diagnosis the problemAfter their inspection they suggested the vehicle be towed to their shop for further inspection to find the problemWe then called the insurance adjuster explained the problem his response was if Ms*** wished she could take the vehicle to a repair shop of her choice and if the cause had to do with the accident they would pay for necessary repairs, if not they will not pay for anything included towing to shopMs*** then had a tow company pick up her vehicle and take it to the repair shop that had come here and looked at itTwo days later she had the car picked up and moved again because the mechanic shop was taking to longShe also refused to pay the tow bill saying it was Alexander's to pay not hersWe had no conversation with Ms*** that we would pay for any tow billAny vehicle whether it is a with miles or a with over 110,miles can go bad, because it was in our possession does not mean we did something to it to cause that happening all it means is it was it's time
Initial Consumer Rebuttal /* (3000, 10, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all like I stated before....The repairs for my Ford Explorer xlt was only suppose to take a weekIt took Alexander's weeksWhen they called to tell me my truck was ready not one time in that voicemail did they say anything about my truck having mechanical problem until I went up to there shopThen at that time I was put back in the rentalFurthermore as I said before my SUV was in good running condition when I took it to themThey need to be held accountable for what they've done at ALL costsI have witnesses that know nothing mechanical was wrong with it until they got finished experimenting on itAs far as the tow bill I owe nothing!!!!!Beware of Alexsander's!! Rip off
Final Business Response /* (4000, 16, 2015/08/25) */
Received a call from the businessThey did nothing to the vehicle other than some body repairThe car ran while it was on their lot, because they moved it from place to place during the repair process

Contact Name and Title: *** ***, Owner
Contact Phone: ***
Contact Email: ***
We have researched the motor issues related to this vehicle and found that the motor had previously been replaced twiceAlso, the model and make of the engine have an extensive history of
motor issues that can be found by researching Mazda, RX rotary motor issues on Google
We truly feel it is simply a matter of bad timingWe did nothing but move the vehicle from bay to bay and from our lot to inside the shopIt is not enough use to make a motor fail
To be fair and impartial with our customer, we turned this issue over to our insurance company for a determination on whether we had any fault in the motor failureWe informed the customer that we would honor any decision that the insurance company made and we will take responsibility if it is determined that we had fault in the engine failure
We take great pride in the history of Alexander Body & Fender and the tens of thousands of satisfied customers in our year historyOur technicians, mechanics and entire staff are trained to treat every vehicle as if it belonged to the most important person in their lifeEach customer has that type of value to Alexander Body & Fender
We regret that our customer feels we have contributed to the failure of his engineWe are confident that our staff treated the vehicle with great careWe emphasized to our customer that we thought it best a competent, professional third party evaluate the situation and determine if we contributed to the engine failureAgain, we informed our customer and the Revdex.com that we will honor any determination made by our insurance company

(The consumer indicated he/she DID NOT accept the response from the business.)
The insurance company they are having investigate the matter is the one they pay and therefore is biased however I will await the response of the insurance company before taking any further action.