Thank you for taking time regarding this matter. In response to Mr. [redacted] letter, we feel that the work was performed in the best manner possible & we endeavored to communicate effectively with him throughout the entire process. The vehicle came in with a coolant leak. The technician advised...
that it was behind the intake manifold & hard to see the exact location. He was advised at that time that it was likely in the cylinder head or cylinder block area, but needed to remove the intake manifold to verify. Mr. [redacted] authorized further tear-down diagnosis. Once the manifold was removed, it was clear that the coolant leak was at the head gasket. He was given an estimate of roughly $1900.00 dollars at this time with the possibility of additional head damage as was stated on the invoice that Mr. [redacted] signed at the time of the delivery of the vehicle. Mr. [redacted] authorized this repair. Once the cylinder head was removed, it was pressure tested & checked to see if it was warped. The cylinder head had two exhaust valves that did not hold pressure & the cylinder head was warped in the same area that the coolant was leaking from. Mr. [redacted] authorized the repair of the cylinder head at roughly $450.00 additional. At this time there was a payment arrangement made that he would pay $2000.00 upon delivery of the vehicle & Curt's Auto Repair would carry the approximately $350.00 balance. The day that the cylinder heads were installed, the technician was torqueing the head bolts & the threads pulled out of the engine block. The process is a multi-step one & the bolt stripped out on the first torque step. At this point we contacted Mr. [redacted] and told him that it would be an additional $800.00 to install a Time-Sert thread repair kit in the cylinder block. He authorized the repair based on the fact that we were making payment arrangements with him. He called back 10-15 minutes later and stated that he really couldn't afford the repairs right now. He asked if he could tow it home and then bring it back in one or two months as soon as he was financially able to complete the balance of the repairs. It was told him multiple times at that time that the car would have to be towed because it was disassembled. At that time we also discussed what was a fair charge for the repairs that were performed. It was agreed that he would pay half of the cylinder head labor, the initial checkout, not the additional $300.00 tear-down diagnosis, and the cylinder head repair. We agreed that he would show up the following day because the car had to be reassembled enough that it could roll onto a tow truck. When Mr. [redacted] showed up at the shop the next day, he did express that he had some questions with the car.
Curt's Auto Repair Monday, November 16, 2015To whom It may concern,In response to the complaint filed by Mr. [redacted] regarding repairs periormed at our shop, there is no intention to refund the $237.79 nor to write a letter of apology. There are multiple misrepresentations in the...
complaint filed, The first is regarding the oil leaks. When we performed the oil change in May 2015, he did have to come back because the engine oil pan drain plug was not sealing, The next oil change in August 2015 he did not have to, When he returned in October, he wanted us to fix a slight leak at the drain plug. It was not a significant leak, and he was overdue for an oil change, Itold him at that time, when he could afford the oil change, we would replace the drain plug or drain plug gasket at no additional charge. He could not pay for the brakes that were into metal at that time, We made payment arrangements with him as an endeavour to keep him on the road safely because the [redacted] is his work vehicle that he is always pulling a trailer with. See attached, signed invoice with payment agreement on it. We had worked with Mr. [redacted] several times before and had even allowed him to make payment arrangements on one other occasion, Never during any of this was there a hostile conversation. There was never any aggravation about us telling him that he needed to pay for the service that was due to correct the drain plug leak, The second misrepresentation is that we offered no solution on the rubbing noise or the tire leak on his [redacted] Town & Country, Regarding the tire leak, he wanted to take it to a tire shop near his house, I told Mr. [redacted] that if they found that the leak was related to poor workmanship on our patch repair, I would take the twenty dollars that he paid for the patch off of what he owed us, 1 still have seen no documentation. If he picked up another nail in the tire. I'm not paying for that. If our patch did not take, 1 will still apply a $19.95 credit towards the balance due. Regarding the rubbing noise. I told him that he needed to get the car back to us so that we could correct the concern if it was anything related to the repairs performed. He told me that it was too inconvenient. I then let him know that he needed to get it looked at, even if another shop looked at it. If he was to get warranty or wanted any discounted repairs, or felt that we owed him something, he was to bring the car back to us. He made an appointment but later cancelled it. He did not take heed to my recommendation and apparently caused himself some grief. The van was not making a rubbing noise when at our shop. If a caliper bound up, the drive from Phoenix toAnaheim and back is definitely long enough to totally destroy a marginal set of brake pads, Again I still have not seen any documentation that indicates we did anything wrong. If he expects us to trust him after he tries to manipulate us and the situation, he is crazy, He disregarded our advice and put his family in danger. The dates that Mr. [redacted] gave were also false. I was at my Grandmother's funeral & arrived back in town on October 27, 2015 and attempted to contact him at that time. The last time he called here was on October 26th. He did leave a message cancelling the appointment prior to that. We recorded the message and have a copy of that if anyone wants verification. Since then I have made another attempt to contact him. Both of those times, he did not answer nor did he return my call. Also the third misrepresentation is that any of the things mentioned are even the real falling out between Mr. [redacted] and Curt's Auto Repair. This is what happened at the point that our business relationship turned bad. He purchased the [redacted] from a customer of ours. We had replaced an ignition lock cylinder for the previous owner. A few months into ownership of the vehicle, he called one afternoon and said that his Ignition was binding. I was going to honour our warranty even though the transaction was not in his name. He informed me that he couldn't get the car to our shop because of his tight work schedule and that he needed the car for work. I then went the extra mile and told him to call a locksmith and have the problem corrected and I would give him shop credit for the cost of the locksmith repair. He did and he received a $150.00 credit which he spent in August 2015. Fast forward to mid-October (after all of the complaints listed in the letter). Mr. [redacted] called us here at Curt's Auto Repair and told me that his ignition was binding up again and he wanted it warrantied. I let him know that he would need to call the locksmith that repaired the ignition. He did not think that we were reasonable at that point to ask that the last guy that repaired the ignition to be the one to warranty it. At this point Mr. [redacted] became unreasonable and obstinate. The bottom line is that we have gone the extra mile to servica Mr. [redacted]. We spent more money to send a locksmith out to repair the lock cylinder than we made on the repair. We have extended credit to him on two different occasions. Also, we have performed repairs at discounted prices to try to keep him happy. We strive to take care of our customers. If that isn't good enough, we are willing to part ways after he fulfills his end of the agreement and pays his bellance in full. We are also willing to accept an apology letter from Mr. [redacted] for allowing his actions to resemble those of a donkey.Sincerely, [redacted]Curt's Auto Repair Manager
Thank you for taking time regarding this matter. In response to Mr. [redacted] letter, we feel that the work was performed in the best manner possible & we endeavored to communicate effectively with him throughout the entire process. The vehicle came in with a coolant leak. The technician advised...
that it was behind the intake manifold & hard to see the exact location. He was advised at that time that it was likely in the cylinder head or cylinder block area, but needed to remove the intake manifold to verify. Mr. [redacted] authorized further tear-down diagnosis. Once the manifold was removed, it was clear that the coolant leak was at the head gasket. He was given an estimate of roughly $1900.00 dollars at this time with the possibility of additional head damage as was stated on the invoice that Mr. [redacted] signed at the time of the delivery of the vehicle. Mr. [redacted] authorized this repair. Once the cylinder head was removed, it was pressure tested & checked to see if it was warped. The cylinder head had two exhaust valves that did not hold pressure & the cylinder head was warped in the same area that the coolant was leaking from. Mr. [redacted] authorized the repair of the cylinder head at roughly $450.00 additional. At this time there was a payment arrangement made that he would pay $2000.00 upon delivery of the vehicle & Curt's Auto Repair would carry the approximately $350.00 balance. The day that the cylinder heads were installed, the technician was torqueing the head bolts & the threads pulled out of the engine block. The process is a multi-step one & the bolt stripped out on the first torque step. At this point we contacted Mr. [redacted] and told him that it would be an additional $800.00 to install a Time-Sert thread repair kit in the cylinder block. He authorized the repair based on the fact that we were making payment arrangements with him. He called back 10-15 minutes later and stated that he really couldn't afford the repairs right now. He asked if he could tow it home and then bring it back in one or two months as soon as he was financially able to complete the balance of the repairs. It was told him multiple times at that time that the car would have to be towed because it was disassembled. At that time we also discussed what was a fair charge for the repairs that were performed. It was agreed that he would pay half of the cylinder head labor, the initial checkout, not the additional $300.00 tear-down diagnosis, and the cylinder head repair. We agreed that he would show up the following day because the car had to be reassembled enough that it could roll onto a tow truck. When Mr. [redacted] showed up at the shop the next day, he did express that he had some questions with the car.
Curt's Auto Repair Monday, November 16, 2015To whom It may concern,In response to the complaint filed by Mr. [redacted] regarding repairs periormed at our shop, there is no intention to refund the $237.79 nor to write a letter of apology. There are multiple misrepresentations in the...
complaint filed, The first is regarding the oil leaks. When we performed the oil change in May 2015, he did have to come back because the engine oil pan drain plug was not sealing, The next oil change in August 2015 he did not have to, When he returned in October, he wanted us to fix a slight leak at the drain plug. It was not a significant leak, and he was overdue for an oil change, Itold him at that time, when he could afford the oil change, we would replace the drain plug or drain plug gasket at no additional charge. He could not pay for the brakes that were into metal at that time, We made payment arrangements with him as an endeavour to keep him on the road safely because the [redacted] is his work vehicle that he is always pulling a trailer with. See attached, signed invoice with payment agreement on it. We had worked with Mr. [redacted] several times before and had even allowed him to make payment arrangements on one other occasion, Never during any of this was there a hostile conversation. There was never any aggravation about us telling him that he needed to pay for the service that was due to correct the drain plug leak, The second misrepresentation is that we offered no solution on the rubbing noise or the tire leak on his [redacted] Town & Country, Regarding the tire leak, he wanted to take it to a tire shop near his house, I told Mr. [redacted] that if they found that the leak was related to poor workmanship on our patch repair, I would take the twenty dollars that he paid for the patch off of what he owed us, 1 still have seen no documentation. If he picked up another nail in the tire. I'm not paying for that. If our patch did not take, 1 will still apply a $19.95 credit towards the balance due. Regarding the rubbing noise. I told him that he needed to get the car back to us so that we could correct the concern if it was anything related to the repairs performed. He told me that it was too inconvenient. I then let him know that he needed to get it looked at, even if another shop looked at it. If he was to get warranty or wanted any discounted repairs, or felt that we owed him something, he was to bring the car back to us. He made an appointment but later cancelled it. He did not take heed to my recommendation and apparently caused himself some grief. The van was not making a rubbing noise when at our shop. If a caliper bound up, the drive from Phoenix toAnaheim and back is definitely long enough to totally destroy a marginal set of brake pads, Again I still have not seen any documentation that indicates we did anything wrong. If he expects us to trust him after he tries to manipulate us and the situation, he is crazy, He disregarded our advice and put his family in danger. The dates that Mr. [redacted] gave were also false. I was at my Grandmother's funeral & arrived back in town on October 27, 2015 and attempted to contact him at that time. The last time he called here was on October 26th. He did leave a message cancelling the appointment prior to that. We recorded the message and have a copy of that if anyone wants verification. Since then I have made another attempt to contact him. Both of those times, he did not answer nor did he return my call. Also the third misrepresentation is that any of the things mentioned are even the real falling out between Mr. [redacted] and Curt's Auto Repair. This is what happened at the point that our business relationship turned bad. He purchased the [redacted] from a customer of ours. We had replaced an ignition lock cylinder for the previous owner. A few months into ownership of the vehicle, he called one afternoon and said that his Ignition was binding. I was going to honour our warranty even though the transaction was not in his name. He informed me that he couldn't get the car to our shop because of his tight work schedule and that he needed the car for work. I then went the extra mile and told him to call a locksmith and have the problem corrected and I would give him shop credit for the cost of the locksmith repair. He did and he received a $150.00 credit which he spent in August 2015. Fast forward to mid-October (after all of the complaints listed in the letter). Mr. [redacted] called us here at Curt's Auto Repair and told me that his ignition was binding up again and he wanted it warrantied. I let him know that he would need to call the locksmith that repaired the ignition. He did not think that we were reasonable at that point to ask that the last guy that repaired the ignition to be the one to warranty it. At this point Mr. [redacted] became unreasonable and obstinate. The bottom line is that we have gone the extra mile to servica Mr. [redacted]. We spent more money to send a locksmith out to repair the lock cylinder than we made on the repair. We have extended credit to him on two different occasions. Also, we have performed repairs at discounted prices to try to keep him happy. We strive to take care of our customers. If that isn't good enough, we are willing to part ways after he fulfills his end of the agreement and pays his bellance in full. We are also willing to accept an apology letter from Mr. [redacted] for allowing his actions to resemble those of a donkey.Sincerely, [redacted]Curt's Auto Repair Manager