Allen's Wrench, Inc.

Business has failed to honor warranty or respond to any communication regarding AC compressor replacement dated 8/1/13 that has failed. On August 1, 2013 Allen's Wrench replaced the air conditioning compressor in my [redacted] (repair order [redacted]). This spring, AC was not working (air was not cold), and on 6/7/14 I brought car to a local repair shop ([redacted]). I was informed that the compressor installed on 8/1/13 by Allen's Wrench had failed. I have a written diagnostic from [redacted] to this effect. Since the Allen's Wrench repair order includes a 12-month, 12,000 mile warranty, I immediately called them to schedule a replacement of the compressor (on 6/7/14 I had driven 10,000 miles and there were almost 2 months left on the warranty). Their answering machine message stated that the company was moving to a new location (I had just been there 2 weeks before for an estimate on another repair, and they said nothing about moving to a new location). Their message also promised they would be back in touch as soon as possible. The message box was full, so I was unable to leave a message. Therefore on 6/7/14, I sent an email to [redacted] explaining the situation and asking them to a)contact me; and b) honor their warranty. To this date I haved received no reply. Since June 7, I have left phone messages on June 10 and 16 and sent a second email on June 18, in which I stated that if I did not hear from them by Monday, June 23, I would file a complaint with the Revdex.com. They have not responded.Even if they are moving to a new location, professional conduct dictates that they return my call and let me know when they will be able to honor their warranty.Desired SettlementGiven the failure of Allen's Wrench to respond to my several phone calls and emails, their unprofessionalism, and the fact that I have had no functioning air conditioning for over a month and as a result I am suffering from their negligence, I no longer wish to have Allen's Wrench replace the compressor they installed last year. I would like a full refund of what I paid to replace the air conditioning compressor on August 1, 2013: $1,329.83 ($1,353.95 total invoice less the cost of a new oil filter, which was $24.12 = $1,329.83)Business Response Unfortunately, today (7/2/14) is the first time we have been able to access our computers and email files. All company files and equipment are currently packed and in storage pending relocation. It is with regret that the customer was unable to contact us directly. However, on June 2nd , the business moved from its current location and expected to relocate within 3-4 weeks. A temporary phone was set up to have calls forwarded. With the amount of customers that call daily, the voice-mail filled up quickly each day and we have made every attempt to contact each customer as we received the calls. Unfortunately, the move has taken longer than expected and may take up to another 6-8 weeks to finalize.The customer came into our facility on May 14, 2014 for a scheduled appointment for us to look over her car and to give an estimate for engine mounts. Additionally, when she arrived she had printed estimates for a long list of repairs from two (2) other separate repair shops. She indicated that she needed our estimate for the same repairs that the other shops had provided. She stated she was shopping for the best price. Upon completion of the scheduled diagnostic and providing the estimate for the additional repairs, she indicated that she would have the repairs done at our shop and scheduled it for the following week. Approximately, 30 minutes after she left, she called back to cancel the appointment indicating that everything was ok and that the repairs could wait.When the customer called on 6/7/14 as she indicated, our shop had already moved (sooner than expected) and all files and equipment moved to storage until relocation.All customers that left messages have been or are currently being contacted and minor repairs completed. Major work will be completed upon relocation/renovation.Relocation has unfortunately, been an unexpected delay for the business and prayerfully will soon be resolved. Given that we are just seeing the customer's emails today, we will contact her directly to address her concerns. We have always honored warranties on all parts. We will verify the defect of the compressor and as necessary replace within the remaining warranty time-frame. Refund of the full amount is impractical given that the compressor worked for 10 of the 12 months of warranty and we are happy to honor the warranty if the compressor is defective. The customer also went to another shop to have the A/C checked prior to contacting us for repair or to evaluate the problem.Again, we regret the customer's inability to contact us during this difficult transition. We hope to address her concerns this week.A communication to all customers will be sent soon with our relocation information. It has been and will continue to be our policy to provide quality service and precision work.