Initial Business Response /* (1000, 8, 2017/05/02) */
We start out with apologizing for any rude or disrespectful behavior!!! We do value our customers very much and we will make internal adjustments prevent this from happening again
To address the truck repair -
October of We found
metal debris in the engine oil and recommend replacing the engine (see wo# *** Customer chose to not address the metal problem but did choose to correct other failed items at a cost of ***
November We found failure with high pressure oil systemThe costumer chose to not address the metal problem but did choose to correct failed high pressure oil system at a cost of ***
January We found EGR faults that lead us to find a common failure of the EGR cooler and the oil coolerThe costumer chose to not address the metal problem but did choose to correct the EGR faults at a cost of ***
February We found failure with the high pressure oil systemThe customer chose to not address the metal in the oil but did choose to correct the failed high pressure oil system at a cost of ***
March Customer brought truck in for coolant leak and low powerWe found faults with the EBP sensor and no leaks at this timeWe replaced the sensor and did not charge the customer
April We found the oil filter and IPR valve plugged with metal debrisCostumer chose to not address the metalWe cleaned the IPR valve and replaced the oil filter at no charge
We are offering to replace the engine with a deep discount because of the amount that has been spent with us
Initial Business Response /* (1000, 5, 2017/03/08) */
We are doing just as the customer has asked, "find the real problem" or reasons for why the truck will not go over 30mph. It has been explained to the customer, that this truck has many problems and in order to find what is causing the "real...
problem", we have to work in steps, which involves correcting things on the way.
In the beginning we found the engine to not crank because of bad batteries - customer approved to replace batteries - now engine cranks but no start. Found bad glow plug relay, we were able to bypassed relay, then we were able to start engine. We then found large exhaust leak at pipe between the exhaust manifold and turbo. Notified customer of the findings, informed customer that this needs to be addressed before we can continue with diagnosis. Gave customer an estimate to replace glow plug relay and exhaust pipe - customer approved. We performed repairs and now we were able to continue with diagnostics. We then found fault with the EBP sensor, the EBP tube and the turbo, leaving us again unable to perform complete diagnosis. Updated customer and gave estimate to replace EBP sensor, EBP tube and turbo - customer approved. We replaced the EBP sensor, EBP tube and turbo, and then we were able to continue with diagnostics. Found faults with the EGR system (EGR cooler has been deleted) and found the fuel supply system is unstable. Recommend installing EGR cooler and replacing the fuel supply pump. Updated customer and gave estimate for repair, again reminding customer that this is needed before we can continue with diagnosing.
We explained that we are willing to help him find and correct the original complaint of the truck and that we have to work in steps to get the finish line. In this situation we are unable to find/see all that is wrong at first look because of the many problems the truck has. If customer would like for us to continue to find the "real problem" we would be happy to do so. We need his approval of the purposed estimate to continue and agree to understands that this is another step to finding the "real problem"
Initial Consumer Rebuttal /* (3000, 7, 2017/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After all this work and money they still dont know whats wrong they are part changers that cant diagnose the problem after all this work the truck is doing the same thing wont go over 30 mph [redacted] dollars later
Final Business Response /* (4000, 9, 2017/03/23) */
With many years of experience and with knowledge gained form the many schools we have attended, we do know that there are faults that have to be corrected before it is possible to fully diagnose or find "the real problem." In this case and at his moment in the repair, it is true that we do not know with 100% accuracy what is limiting the truck to 30 mph. We do know that it is best to correct the EGR system and the fuel supply system in order to seek reasons for the truck to be limited.
The phrase "part changer" is known as a person or shop that changes parts in hope that the fault goes away. We have not changed or recommend changing any part that has not or will not correct a fault!! The parts that we have replaced have corrected the exact faults that we intended on correcting.
In each repair, the customer acknowledged that he understood what was presented and agreed to each contract. We carried out exactly what was agreed upon. There is no wrong doing, by us, with performing what was agreed upon.
To resolve this we need his approval of the purposed estimate to continue and agree to understands that this is another step to finding the "real problem".
Initial Business Response /* (1000, 5, 2015/12/23) */
Contact Name and Title: Greg [redacted] Branch Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mdidiesel.com
I understand that there has been a miscommunication of what our inspection and diagnostic charge covers. For that I do apologize,...
and thank you for pointing out the dissatisfaction. We are making changes to avoid this from happening again. We would be happy to refund you the full asking amount of $243.34. In order for us to credit your card, we are asking that you come to the shop with the same card so that we can apply the credit. Again we apologize for the mistake and the inconveniences involved.
OFFER:
Refund the full asking amount of $243.34 and we are asking that you come and present the same card so that we can apply the credit.
Initial Business Response /* (1000, 8, 2017/05/02) */
We start out with apologizing for any rude or disrespectful behavior!!! We do value our customers very much and we will make internal adjustments prevent this from happening again
To address the truck repair -
October of We found
metal debris in the engine oil and recommend replacing the engine (see wo# *** Customer chose to not address the metal problem but did choose to correct other failed items at a cost of ***
November We found failure with high pressure oil systemThe costumer chose to not address the metal problem but did choose to correct failed high pressure oil system at a cost of ***
January We found EGR faults that lead us to find a common failure of the EGR cooler and the oil coolerThe costumer chose to not address the metal problem but did choose to correct the EGR faults at a cost of ***
February We found failure with the high pressure oil systemThe customer chose to not address the metal in the oil but did choose to correct the failed high pressure oil system at a cost of ***
March Customer brought truck in for coolant leak and low powerWe found faults with the EBP sensor and no leaks at this timeWe replaced the sensor and did not charge the customer
April We found the oil filter and IPR valve plugged with metal debrisCostumer chose to not address the metalWe cleaned the IPR valve and replaced the oil filter at no charge
We are offering to replace the engine with a deep discount because of the amount that has been spent with us
Initial Business Response /* (1000, 5, 2017/03/08) */
We are doing just as the customer has asked, "find the real problem" or reasons for why the truck will not go over 30mph. It has been explained to the customer, that this truck has many problems and in order to find what is causing the "real...
problem", we have to work in steps, which involves correcting things on the way.
In the beginning we found the engine to not crank because of bad batteries - customer approved to replace batteries - now engine cranks but no start. Found bad glow plug relay, we were able to bypassed relay, then we were able to start engine. We then found large exhaust leak at pipe between the exhaust manifold and turbo. Notified customer of the findings, informed customer that this needs to be addressed before we can continue with diagnosis. Gave customer an estimate to replace glow plug relay and exhaust pipe - customer approved. We performed repairs and now we were able to continue with diagnostics. We then found fault with the EBP sensor, the EBP tube and the turbo, leaving us again unable to perform complete diagnosis. Updated customer and gave estimate to replace EBP sensor, EBP tube and turbo - customer approved. We replaced the EBP sensor, EBP tube and turbo, and then we were able to continue with diagnostics. Found faults with the EGR system (EGR cooler has been deleted) and found the fuel supply system is unstable. Recommend installing EGR cooler and replacing the fuel supply pump. Updated customer and gave estimate for repair, again reminding customer that this is needed before we can continue with diagnosing.
We explained that we are willing to help him find and correct the original complaint of the truck and that we have to work in steps to get the finish line. In this situation we are unable to find/see all that is wrong at first look because of the many problems the truck has. If customer would like for us to continue to find the "real problem" we would be happy to do so. We need his approval of the purposed estimate to continue and agree to understands that this is another step to finding the "real problem"
Initial Consumer Rebuttal /* (3000, 7, 2017/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After all this work and money they still dont know whats wrong they are part changers that cant diagnose the problem after all this work the truck is doing the same thing wont go over 30 mph [redacted] dollars later
Final Business Response /* (4000, 9, 2017/03/23) */
With many years of experience and with knowledge gained form the many schools we have attended, we do know that there are faults that have to be corrected before it is possible to fully diagnose or find "the real problem." In this case and at his moment in the repair, it is true that we do not know with 100% accuracy what is limiting the truck to 30 mph. We do know that it is best to correct the EGR system and the fuel supply system in order to seek reasons for the truck to be limited.
The phrase "part changer" is known as a person or shop that changes parts in hope that the fault goes away. We have not changed or recommend changing any part that has not or will not correct a fault!! The parts that we have replaced have corrected the exact faults that we intended on correcting.
In each repair, the customer acknowledged that he understood what was presented and agreed to each contract. We carried out exactly what was agreed upon. There is no wrong doing, by us, with performing what was agreed upon.
To resolve this we need his approval of the purposed estimate to continue and agree to understands that this is another step to finding the "real problem".
Initial Business Response /* (1000, 5, 2015/12/23) */
Contact Name and Title: Greg [redacted] Branch Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mdidiesel.com
I understand that there has been a miscommunication of what our inspection and diagnostic charge covers. For that I do apologize,...
and thank you for pointing out the dissatisfaction. We are making changes to avoid this from happening again. We would be happy to refund you the full asking amount of $243.34. In order for us to credit your card, we are asking that you come to the shop with the same card so that we can apply the credit. Again we apologize for the mistake and the inconveniences involved.
OFFER:
Refund the full asking amount of $243.34 and we are asking that you come and present the same card so that we can apply the credit.