All Kar Service Center

From: " [redacted] >Date: Jan 24, 9:AMSubject: ID [redacted] To: " [redacted] @cleveland.Revdex.com.org" < [redacted] @cleveland.Revdex.com.org>Cc: [redacted] , I have received this complaint in the mail todayI have owned the business since January 1, so I am totally surprised about this complaintI recently took over a business that holds an A+ rating with the Revdex.com and quit frankly I am not sure how to handle this complaintThe complainant had service done to her car, we were told that the manifold gasket was bad so we confirmed thatShe was also complaining about a coolant leak and wanted us to work on the radiator When my mechanic opened the cap on the radiator he noticed that there was oil in the waterWe told her and also took her husband out to look at the situationWe did say that a transmission line, which runs through the radiator must have broke, or rotted and was putting transmission oil in the water, it is not uncommon to then have water get into the transmissionMy mechanic also said that once we fixed the manifold gasket some noise was still coming from the head gasketA faulty head gasket can also mix oil into the radiator, but mey mechanic said that is was transmission fluidThis could be a costly repair and once we had found the oil in the radiator we weren’t sure if the repair would be worth doing since the radiator/transmission problem needed to be addressedShe has been a customer with us several times and we made sure she had been transported to and from home for the repairsNow comes the question that I have no knowledge onCars do fail, this problem with the radiator and transmission was a problem before the manifold and would be just a matter of time before it would cause more damageThis is why we showed them personally what was going onWe did do our repairs prior to getting on to the radiator problem that she mentionedI am new at this and do not want to see all kinds of trouble for my business only a month into ownership, and yet we did not damage her transmissionOur repairs were for the noiseWe explained that the head gasket could be costly and with the transmission oil in the radiator we were not sure if they wanted to continueThe customer never came back to us to have us look into the noise any further so I was blind sided by this complaintWhat happens if I work out a deal, which, in this case seems like giving her money back for proper repairs? What happens if people start asking for money back knowing that negative pr is much worse then positive especially in the age of social media? Do I try and compromise? I feel bad that her car is now not running, but, that is do to a faulty transmission line inside the radiatorWe did no repairs to the radiatorWe stopped as soon as we opened the capThe stop leak was used only to try and stop the radiator from leakingIt was not used to repair the possible ruptured lineI do not know if she had been having problems with her transmission and waited until a repair was done to claim a problemI would most likely be ready to refund her labor, but, the parts that were put on were needed; as we pointed out to themI just wish she would have come to me before sending a complaint in, we would have certainly tried to find a solutionShe was serviced on the 12th and did not call in with the complaint until the 16thI will try to reach out to the consumer to discuss a resolution Thank you for your time, Dave David PM***All Kar Service Center216-533-5830Ltm***[email protected]

Revdex.com C/O [redacted], 2800 Euclid Ave. Cd, Ohio 44115 To Whom It May Concern, The attached check is to help settle the complaint against my company. The complaint number is [redacted]. This check is to reimburse the labor that we performed on [redacted]'s automobile. I would like to make it perfectly clear that I do not believe that any repairs done by us would have caused the problem she is now experiencing. This is by no means an admission of guilt. This reimbursement is an effort to insure that our customers do come first. Let it also be known that Ms. [redacted] did not reach out to me after the repairs were made. Instead she filed a complaint to the Revdex.com. I would have been more than happy to make sure that a solution would have been made. As in my communications with the Revdex.com the moment I received this complaint; this company was just purchased by me from the previous owner, he had maintained an A+ rating from the Revdex.com. I was notified that I could not become a member until after a year in business. I hope that by showing my cooperation in this matter that this would not affect my future rating. I was told by the Revdex.com agent that by calling in as soon as possible it would reflect positively towards my company. With social media being such a powerful tool I hope that this complaint was not intended to fix a problem that the owner knew was happening. I do worry that even though I have made the right decision this time, I may not be as eager if all of a sudden people start making claims. I certainly hope this is an isolated incident. At this time every little bit is important to the company and its' survival. We talked to (my mechanics said, to her husband) explaining the oil in the radiator. At 20 years old it is not uncommon for transmission lines inside the radiator to become rusted and brittle. I am certain that the water from the leaking lines got into the transmission. Ms. [redacted] was a previous customer and hope that this will show thee integrity that we are committed to provide in our work to our customers Respectfully, David P. M All Kar Service Center 5821 Turney Rd. Garfield Hts., Ohio 44125 Ltm[redacted][email protected]

From: "[redacted]>Date: Jan 24, 2017 9:26 AMSubject: ID [redacted]To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>Cc: [redacted], I have received this complaint in the mail today. I have owned the business since January 1, 2017 so I am totally...

surprised about this complaint. I recently took over a business that holds an A+ rating with the Revdex.com and quit frankly I am not sure how to handle this complaint. The complainant had service done to her car, we were told that the manifold gasket was bad so we confirmed that. She was also complaining about a coolant leak and wanted us to work on the radiator.  When my mechanic opened the cap on the radiator he noticed that there was oil in the water. We told her and also took her husband out to look at the situation. We did say that a transmission line, which runs through the radiator must have broke, or rotted and was putting transmission oil in the water, it is not uncommon to then have water get into the transmission. My mechanic also said that once we fixed the manifold gasket some noise was still coming from the head gasket. A faulty head gasket can also mix oil into the radiator, but mey mechanic said that is was transmission fluid. This could be a costly repair and once we had found the oil in the radiator we weren’t sure if the repair would be worth doing since the radiator/transmission problem needed to be addressed. She has been a customer with us several times and we made sure she had been transported to and from home for the repairs. Now comes the question that I have no knowledge on. Cars do fail, this problem with the radiator and transmission was a problem before the manifold and would be just a matter of time before it would cause more damage. This is why we showed them personally what was going on. We did do our repairs prior to getting on to the radiator problem that she mentioned. I am new at this and do not want to see all kinds of trouble for my business only a month into ownership, and yet we did not damage her transmission. Our repairs were for the noise. We explained that the head gasket could be costly and with the transmission oil in the radiator we were not sure if they wanted to continue. The customer never came back to us to have us look into the noise any further so I was blind sided by this complaint. What happens if I work out a deal, which, in this case seems like giving her money back for proper repairs? What happens if people start asking for money back knowing that negative pr is much worse then positive especially in the age of social media? Do I try and compromise? I feel bad that her car is now not running, but, that is do to a faulty transmission line inside the radiator. We did no repairs to the radiator. We stopped as soon as we opened the cap. The stop leak was used only to try and stop the radiator from leaking. It was not used to repair the possible ruptured line. I do not know if she had been having problems with her transmission and waited until a repair was done to claim a problem. I would most likely be ready to refund her labor, but, the parts that were put on were needed; as we pointed out to them. I just wish she would have come to me before sending a complaint in, we would have certainly tried to find a solution. She was serviced on the 12th and did not call in with the complaint until the 16th. I will try to reach out to the consumer to discuss a resolution.  Thank you for your time, Dave David P. M[redacted]All Kar Service Center216-533-5830Ltm[redacted][email protected]