Initial Business Response /* (1000, 5, 2015/11/11) */
This is a rather bizarre situationThe Town & Country Van was brought into our shop on 6/2/by the ownerHis complaint was that the ABS light was on, he wanted his brakes checked as well as checking over the van and to check the
driver's sliding doorWe ran a computer scan retrieved the codes, isolated the problem to be the left rear ABS sensor which was full of water and an oily substanceWe cleaned the sensor retested but it reset the codeWe then removed the sensor, traced the wiring, recleaned and retestedThis time it did not set a codeDuring the process of running the computer scan the battery went dead in the vanThat is why the technician noted that the battery went dead too easilyIn his estimation this was definitely not a new battery
We pulled all wheels to check the brakes finding the rear brakes to be very rusty and the inboard pad was very close to being metal on metalThe front brakes were also rusty and the rotors were in poor shapeBut the front pads had approximately 40% left on the padsThis made us question how long the van had been sittingWe also found the coolant recovery tank empty and the radiator was low on coolant which is why we added gallon of mixed antifreezeThe engine oil was also low which is why qts of oil were addedWe then checked the driver's side sliding doorWe lubed it up and tested it several times not finding a problemAfter speaking with the owner we found what he meant was the rear hatch operationTo find the problem with that we advised we would need to remove the rear panel and he declined repair of thatHe also declined any repair of the rear brakes
This was done the first week of JuneWe attempted to reach the owner many times over the next weeks, then monthsThe phone number he gave us had been disconnectedOn August 5th the customer called our shop and told one of our clerical staff that he hadn't forgotten about us and that he would like us to put in a new batteryHe also said he would be picking up the van within the next weeksAgain we waitedAround the 3rd week of October the customer's daughter came in to see the bill but did not pick up the van or pay the billAt that time she told our service manager that she had replaced the battery about a year ago and questioned why we had replaced itOn October 30th another woman came in to check the billShe introduced herself as a friend of the familyShe said the battery was only months old to which I advised her if she had the receipt from the replacement we could possibly secure a warranty on the old batteryShe said she did not have the time to look for itAs this van has now been on our lot for over months we had turned in their old battery as a core
I was somewhat taken aback to find our shop being accused of wrong doing when we could have added on storage for the months it sat hereBut at this point I just wanted it off our lot
I agreed to discount the labor by 10% which is our policy for our AAA customersThat discounted the bill by $16.32, bringing the total from $to $She agreed to paying $Upon completion the credit card transaction I had the technician start and bring the van up and park it next to the women's rental car as the customer was in her car and he wanted to speak with the technicianThe technician then drove the van to the customer's residence and they brought him back to the shop
If the customer, his daughter or his friend can supply us with a legitimate invoice showing the replacement of the battery with a new battery within the months or year we will attempt to see if there would be a warranty on itAt this point we have already discounted the bill by more than 10% of the original invoiceWe received $on an invoice that totaled $
Initial Business Response /* (1000, 5, 2015/11/11) */
This is a rather bizarre situationThe Town & Country Van was brought into our shop on 6/2/by the ownerHis complaint was that the ABS light was on, he wanted his brakes checked as well as checking over the van and to check the
driver's sliding doorWe ran a computer scan retrieved the codes, isolated the problem to be the left rear ABS sensor which was full of water and an oily substanceWe cleaned the sensor retested but it reset the codeWe then removed the sensor, traced the wiring, recleaned and retestedThis time it did not set a codeDuring the process of running the computer scan the battery went dead in the vanThat is why the technician noted that the battery went dead too easilyIn his estimation this was definitely not a new battery
We pulled all wheels to check the brakes finding the rear brakes to be very rusty and the inboard pad was very close to being metal on metalThe front brakes were also rusty and the rotors were in poor shapeBut the front pads had approximately 40% left on the padsThis made us question how long the van had been sittingWe also found the coolant recovery tank empty and the radiator was low on coolant which is why we added gallon of mixed antifreezeThe engine oil was also low which is why qts of oil were addedWe then checked the driver's side sliding doorWe lubed it up and tested it several times not finding a problemAfter speaking with the owner we found what he meant was the rear hatch operationTo find the problem with that we advised we would need to remove the rear panel and he declined repair of thatHe also declined any repair of the rear brakes
This was done the first week of JuneWe attempted to reach the owner many times over the next weeks, then monthsThe phone number he gave us had been disconnectedOn August 5th the customer called our shop and told one of our clerical staff that he hadn't forgotten about us and that he would like us to put in a new batteryHe also said he would be picking up the van within the next weeksAgain we waitedAround the 3rd week of October the customer's daughter came in to see the bill but did not pick up the van or pay the billAt that time she told our service manager that she had replaced the battery about a year ago and questioned why we had replaced itOn October 30th another woman came in to check the billShe introduced herself as a friend of the familyShe said the battery was only months old to which I advised her if she had the receipt from the replacement we could possibly secure a warranty on the old batteryShe said she did not have the time to look for itAs this van has now been on our lot for over months we had turned in their old battery as a core
I was somewhat taken aback to find our shop being accused of wrong doing when we could have added on storage for the months it sat hereBut at this point I just wanted it off our lot
I agreed to discount the labor by 10% which is our policy for our AAA customersThat discounted the bill by $16.32, bringing the total from $to $She agreed to paying $Upon completion the credit card transaction I had the technician start and bring the van up and park it next to the women's rental car as the customer was in her car and he wanted to speak with the technicianThe technician then drove the van to the customer's residence and they brought him back to the shop
If the customer, his daughter or his friend can supply us with a legitimate invoice showing the replacement of the battery with a new battery within the months or year we will attempt to see if there would be a warranty on itAt this point we have already discounted the bill by more than 10% of the original invoiceWe received $on an invoice that totaled $