Ashburn Service & Tire Center

To Whom It May Concern: On March 10th the customer came to Ashburn Service requesting us to check her overheating while driving issue - we found the problem to be a leaking radiator which we showed to the customer upon her asking Recommended along with that was upper and lower coolant hoses - she approved the work and it was completed that day, fixing the problem She returned two weeks later for a separate issue - the check engine light was on, we diagnosed the problem relating to the exhaust system and we checked and cleared the codes We recommended the customer monitor the dashboard to see if light came back on At this point and time, there was no overheating or cooling problems with the vehicle She did however, contact us at a later date regarding her vehicle overheating, but did say she moved so we told her to call the warranty phone number (which is SOP) and they would connect her with a local shop that is extremely reputable like us and part of our nationwide warranty company - that was done really out of convenience and vehicle safety for the customer The warranty company sent her to [redacted] in Gaithersburg, MD and they confirmed to us and the customer that there was nothing wrong with the repairs performed at our shop This warranty program is hugely beneficial for our customers and we pay to be associated with them - we don't however, have any sort of affiliation or alliance with which shop they choose to send our customers to - if there was a problem, they would tell us and the customer and fix it because the entire program is run through a third party - so it is nothing, but a benefit to the work we perform! [redacted] did determine her vehicle needed a thermostat and recommended that to her, but the customer declined that service My managers Joe and Raul have both reached out to her to try and get to the bottom of this issue, but all the customer is requesting is a refund because she does not have anymore money to put into the vehicle, so there is really nowhere else to go with this issue This customer has spoken and written harsh and irate language regarding our company when we are not at fault - so the fact that she has resorted to these tactics has made her extremely difficult to deal with Nothing is wrong with the work we performed and that has been verified by another shop, so we will not be issuing a refund to the customer This will be our last response to this matter

Unfortunately the customer did not follow our month/24,mile warranty on the service we performed - on his invoice and all customer invoices the warranty information for our work is stated explicitly on the receipt - the customer could've also at least called us and we would've told him to follow that process or had him come in and we would've taken care of the part replacement at our shop The shop he went to replaced the EXACT same part and number we had fixed and replaced and actually they are at fault because reputable, respectable shops would've seen it was a brand new part and told the customer to go back to where they just had work done to have it done free of charge - instead they charged him again - we would've replaced the part free of charge had he followed procedure - parts can be defective - we don't make them, so to add extra peace of mind to our customers for those reasons, we pay each year to participate in a double industry standard warranty that is nationwide as well, so there is literally NO reason why that procedure wouldn't have been followed Due to the fact we bend over backwards to provide this for our customers, we do not just issue credits or refunds when the proper procedure wasn't followed - the customer is welcome to call our warranty company himself (which is printed on his receipt) and explain his situation and try to get credit that way We will have no further response on this issueThank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: When you loose all faith that this shop knows exactly what they are doing and all you get in the initial repair is we do not know what is wrong. Why would you return to the same shop just to get the same response? After all the definition of insanity is doing the same thing over and over again and expecting a different resultFlat out all confidence in their ability to actually resolve the problem and know what they are doing had disappeared when they proclaimed we do not what is wrong and we are just going to guess and hope we are right
Regards,
*** ***

To Whom It May Concern:
On March 10th the customer came to Ashburn Service requesting us to check her overheating while driving issue - we found the problem to be a leaking radiator which we showed to the customer upon her asking.  Recommended along with that was upper and lower coolant hoses...

- she approved the work and it was completed that day, fixing the problem.  She returned two weeks later for a separate issue - the check engine light was on, we diagnosed the problem relating to the exhaust system and we checked and cleared the codes.  We recommended the customer monitor the dashboard to see if light came back on.  At this point and time, there was no overheating or cooling problems with the vehicle.  She did however, contact us at a later date regarding her vehicle overheating, but did say she moved so we told her to call the warranty phone number (which is SOP) and they would connect her with a local shop that is extremely reputable like us and part of our nationwide warranty company - that was done really out of convenience and vehicle safety for the customer.  The warranty company sent her to [redacted] in Gaithersburg, MD and they confirmed to us and the customer that there was nothing wrong with the repairs performed at our shop.  This warranty program is hugely beneficial for our customers and we pay to be associated with them - we don't however, have any sort of affiliation or alliance with which shop they choose to send our customers to - if there was a problem, they would tell us and the customer and fix it because the entire program is run through a third party - so it is nothing, but a benefit to the work we perform!  [redacted] did determine her vehicle needed a thermostat and recommended that to her, but the customer declined that service.  My managers Joe and Raul have both reached out to her to try and get to the bottom of this issue, but all the customer is requesting is a refund because she does not have anymore money to put into the vehicle, so there is really nowhere else to go with this issue.  This customer has spoken and written harsh and irate language regarding our company when we are not at fault - so the fact that she has resorted to these tactics has made her extremely difficult to deal with.  Nothing is wrong with the work we performed and that has been verified by another shop, so we will not be issuing a refund to the customer.  This will be our last response to this matter.

Unfortunately the customer did not follow our 24 month/24,000 mile warranty on the service we performed - on his invoice and all customer invoices the warranty information for our work is stated explicitly on the receipt - the customer could've also at least called us and we would've told him to...

follow that process or had him come in and we would've taken care of the part replacement at our shop.  The shop he went to replaced the EXACT same part and number we had fixed and replaced and actually they are at fault because reputable, respectable shops would've seen it was a brand new part and told the customer to go back to where they just had work done to have it done free of charge - instead they charged him again - we would've replaced the part free of charge had he followed procedure - parts can be defective - we don't make them, so to add extra peace of mind to our customers for those reasons, we pay each year to participate in a double industry standard warranty that is nationwide as well, so there is literally NO reason why that procedure wouldn't have been followed.  Due to the fact we bend over backwards to provide this for our customers, we do not just issue credits or refunds when the proper procedure wasn't followed - the customer is welcome to call our warranty company himself (which is printed on his receipt) and explain his situation and try to get credit that way.  We will have no further response on this issue. Thank you!

Review: We took our Jeep Grand Cherokee to have a $state inspection done as we had just relocated from **Our twenty year old daughter brought the car to the dealer for us, requested an inspection and oil changeLater in the day the dealer called me and told me there was many leaks in our cars system and they asked to do a dye testBeing that safety of our vehicle is a priority I told them to do itNext, they told us that we would have to leave our car overnightwhich we didThe next day they said we could pick it up, drive it around for miles and then bring it back to be evaluated, next they called us and they said that was no longer necessary and that our vehicle required over $in repairs and they also recommended new tires (the tires are only months old and were all terrain $tires)I told them do the leaks and skip the tiresFinally, they call us later that evening and said to come pick up the carWe picked up the car and paid $for the repair that they told us the vehicle neededAs I drove down the road I noticed they didn't inspect the vehicle, which was why we brought the car in the first placeI pulled over and called them, they said we just closed bring it back on MondayI brought it back on Monday for the $inspectionLater they called me and said it failed inspection and needed all this brake work and that it would cost approximately $I told them that I was going to pick up the car and not to do the workI picked up the car with my daughter, they had us pay the $for the "failed" inspectionThen I called another mechanic in the area to go over the car in [redacted] and get a second opinionThe mechanic stated that there is absolutely nothing wrong with your brakes and your car passed inspection with no issuesI feel totally swindle by Ashburn Service & Tire CenterAdditionally, when [redacted] from service called me he said, "If we knew you had a brake issue we would not have told you the leaks were a priority." I told [redacted] that comment does not win my business and that if the job did not need to be done why did you tell me that it didAll I wanted was a $inspection! I am very angry for being taken advantage!Desired Settlement: I would like several things to happen regarding this situation: an apology, some sort of financial compensation for the services that did not to be had, I should be fully refunded for the "failed" inspectionMy intention is to bring this situation to small claims courts if I do not get a reasonable response from this company
Business
Response:
We are currently in contact with this customer regarding this complaint
Thank you ,
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because: The issue is not resolved yetI am working with [redacted], the general manager and head mechanic of Ashburn Service & TireMy son, a US NAVY mechanic for over seven years, will be coming to [redacted] next weekend to look over the vehicle with [redacted] to review the past charges (that I was later told was not a priority after I the job was done and paid for)In addition, to the repairs that I was told was needed in order to pass [redacted] State Safety Inspection[redacted] has been attentive to listening to the issues and concerns with what has transpired with my Jeep and I hope that this is continues to resolve the matter completely[redacted] appears sincere in his desire to resolve the matter
Regards,

Review: Ashburn Service & Tire repaired my brakes by replacing the pads & rotors. Shortly thereafter, my car started having vibration problems at moderate to highway speeds. I returned to have it looked at within a few weeks (I was out of town for a week in between). They diagnosed a brake caliper problem as the cause and charged me for the work to replace them. I contended that the vibration and caliper problem wasn't present before the brake repair and started right after the repair. They said the problems were unrelated and charged me to repair the calipers. The store manager was combative and condescending. I asked for the store owner to call and he never did.Desired Settlement: Credit for the cost of the caliper repair that was induced by the brake replacement.

Business

Response:

To Whom It May Concern:As we have already extensively explained to [redacted], we did not break his calipers when we repaired his brakes on 3/22/14. He claims this problem occured immediately after the brake work was performed, but we did not see him back until a month later on 4/26/14 - in this letter he states he was away on work, but that was never previously mentioned. We have been in correspondence with [redacted], but he refuses to listen to logic regarding the other work on his vehicle which we even discounted just to try and assist where we can, but nothing has sufficed. There are invoices and email chains to verify dates and correspondence. We always work hard to retain our customers and have done so toward [redacted], but there is nothing else we can do for him at this time - we wil not be refunding him. Thank youGary Malm Owner