Auto Express

After receiving the complaint notice I am still not understanding where there was a complaintMr [redacted] was staying in a hotel and called our shop asking if I could look at his truckI informed him at that time that we already had appointments booked for the dayMr [redacted] then explained his situation of being stranded in Bismarck until his truck was running I agreed to try to fmd time to get his vehicle in between appointmentsAfter working on his vehicle and replacing the starter I informed him that one of the starter screws was broken and that he would need to have it serviced when he arrived at his destinationTwo screws are needed for a starter to work properly and he informed me he did not want to pay for shop time to take out the broken screw and install a new screwThis broken screw did void the warrenty as I explained to Mr***Mr [redacted] stated that he understood and was happyI was able to work his truck into the scheduleMr [redacted] wasn't stranded anymore and saved him additioanl expenses such as a hotel roomThe truck was starting when it left the shop and he was able to return to his destinationMr [redacted] then came back to the shop on a different day asking for a refundI explained to him that refunds again are not given on electrical parts and that I explained that to him at the time his vehicle was servicesMr [redacted] was not happy with that explainationSo I then told him what I could do was exchange his starter for another starterMr [redacted] than agreed that this was a good solution to his problemI then exchanged his part and he went on his wayThis is why I am confused about the complaint as to what exactly the complaint could pertain to when the situation was resolved and the customer left happySincerely, David [redacted] Auto Express, LLC [redacted] ***

When M*** came in for service, he originally gave the ok to replace the parts in question after the mechanic had taken the vehicle apart to diagnose the issue He then called back and said he had his own parts, and then decided not to have it installed The mechanic proceeded to put
the vehicle back together and the service writer completed the orderThe customer was contacted via phone with the order total, which included the diagnostic cost as well as the cost for the mechanic's labor that was performed, and the client gave approval to charge the amount to his credit card and the payment info was providedM*** then came into the shop and disputed the bill stating that he had instructed the mechanic not to do anything as far as the wires go; as we tried to explain to the customer that we had to straighten out the wires in order to connect the computer properly, the customer became agitated and was demanding to speak with the manager; when he realized that he was speaking to the manager he demanded to speak with the owner The owner was unavailable, so the customer was demanding to be provided with the owner's personal phone number We do not give out the personal contact information of any of the employee's or the owner as a company policy, however the manager offered to have the owner call him when the manager could not resolve the situation to the customer's satisfaction - the customer was informed of this and started accusing the owner of refusing to talk to him The customer's behavior was such that he had to be threatened with police removal from the premisesThe customer may have misheard the owner's name, but he was not intentionally provided with information Randal *** also would have no information regarding the business, owner, or employees under current ownership Auto Express has a history of customer satisfaction under current ownership

After receiving the complaint notice I am still not understanding where there was a complaint. Mr. [redacted] was staying in a hotel and called our shop asking if I could look at his truck. I informed him at that time that we already had appointments booked for the day. Mr. [redacted] then explained his...

situation of being stranded in Bismarck until his truck was running . I agreed to try to fmd time to get his vehicle in between appointments. After working on his vehicle and replacing the starter I informed him that one of the starter screws was broken and that he would need to have it serviced when he arrived at his destination. Two screws are needed for a starter to work properly and he informed me he did not want to pay for shop time to take out the broken screw and install a new screw. This broken screw did void the warrenty as I explained to Mr. [redacted]. Mr. [redacted] stated that he understood and was happy. I was able to work his truck into the schedule. Mr. [redacted] wasn't stranded anymore and saved him additioanl expenses such as a hotel room. The truck was starting when it left the shop and he was able to return to his destination. Mr. [redacted] then came back to the shop on a different day asking for a refund. I explained to him that refunds again are not given on electrical parts and that I explained that to him at the time his vehicle was services. Mr. [redacted] was not happy with that explaination. So I then told him what I could do was exchange his starter for another starter. Mr. [redacted] than agreed that this was a good solution to his problem. I then exchanged his part and he went on his way. This is why I am confused about the complaint as to what exactly the complaint could pertain to when the situation was resolved and the customer left happy. Sincerely, David [redacted] Auto Express, LLC [redacted]

Respond to Claim #[redacted]On March 8, 2014, Ms. [redacted], purchased a 2006 Ford Explorer VIN: [redacted] for the price of $4100, including taxes. Ms. [redacted] was given a TRP (Temporary Registration Plate), which is good for 45 days,...

while the dealer obtains the plates and title for the customer, which is why the customer was not given the title and plates at the moment, she had already signed a power of attorney and title and registration application.Ms. [redacted] did bring the vehicle in on Sunday, March 16, 2014 and asked Mr. [redacted] to go on a test drive together. After the test drive, there was no sign of the vehicle having a detect and both parties were in agreement. Mr. [redacted] did recommend that Ms. [redacted], take the vehicle to check or change any of the oil and fluids, which are routine for any vehicle. We do not have a mechanic here at your location, so we were not able to offer her that service. We are unsure if Ms. [redacted] did or not change/check the fluids. However there is an independent mechanic that is located behind our dealership, which is where Ms. [redacted] took her vehicle to, to get check. The mechanic talked to us on Tuesday, March 18, 2014 and was unable to diagnose the vehicle. The mechanic say that the transmission looked like in new condition and it could of been a minor solenoid, however it was Ms. [redacted]'s decision if she wanted to repair the vehicle. With the mechanic not having an absolute answer, it was difficult to make a decision.On Wed, March 19, 2014, Ms. [redacted] left the vehicle at the dealership and say that she did not want to work with us and that she already had a lawyer and that there's no such thing as an implied warranty. She also had a cop come to listen to her talk. She was asked to leave the keys, so we were able to move the vehicle. At this time, there was only one worker because Mr. [redacted] was out of the office due to having a high fever, when Mr. [redacted] returned to work on March 21, he took the vehicle to MAK Automotive Service for a proper diagnostic of the vehicle. The results came back and states fluid was low and the vehicle failed likely to fluid starvation. We have not contacted Ms. [redacted], since she doesn't want to work with us. Her vehicle is still parked in the same spot and the vehicle is already titled and registered to her. Ms. [redacted] purchased the vehicle at 132,740 miles and the miles on the vehicle when she check it in was 133,304. According to A.R.S 44-1267 (Arizona's Used Car Implied Warranty) the vehicle is covered for 15 days or 500 miles, whichever is earlier. Ms. [redacted] has droven a total of 564 miles on the vehicle.Ms. [redacted] has knowledge of this implied warranty and also signed and acknowledged. According the the A.R.S 44-1267, this warranty does not apply to damage that results from any post-delivery:-abuse, misuse, or neglect-failure to perform regular maintenance-failture to maintain adequate oil, coolant or other requiredfluid/lubricant-off road use-racing/towing According to all the documents, Ms. [redacted], shall not be required to any refunds.

Respond to Claim #[redacted]On March 8, 2014, Ms. [redacted], purchased a 2006 Ford Explorer VIN: [redacted] for the price of $4100, including taxes. Ms. [redacted] was given a TRP (Temporary Registration Plate), which is good for 45 days,...

while the dealer obtains the plates and title for the customer, which is why the customer was not given the title and plates at the moment, she had already signed a power of attorney and title and registration application.Ms. [redacted] did bring the vehicle in on Sunday, March 16, 2014 and asked Mr. [redacted] to go on a test drive together. After the test drive, there was no sign of the vehicle having a detect and both parties were in agreement. Mr. [redacted] did recommend that Ms. [redacted], take the vehicle to check or change any of the oil and fluids, which are routine for any vehicle. We do not have a mechanic here at your location, so we were not able to offer her that service. We are unsure if Ms. [redacted] did or not change/check the fluids. However there is an independent mechanic that is located behind our dealership, which is where Ms. [redacted] took her vehicle to, to get check. The mechanic talked to us on Tuesday, March 18, 2014 and was unable to diagnose the vehicle. The mechanic say that the transmission looked like in new condition and it could of been a minor solenoid, however it was Ms. [redacted]'s decision if she wanted to repair the vehicle. With the mechanic not having an absolute answer, it was difficult to make a decision.On Wed, March 19, 2014, Ms. [redacted] left the vehicle at the dealership and say that she did not want to work with us and that she already had a lawyer and that there's no such thing as an implied warranty. She also had a cop come to listen to her talk. She was asked to leave the keys, so we were able to move the vehicle. At this time, there was only one worker because Mr. [redacted] was out of the office due to having a high fever, when Mr. [redacted] returned to work on March 21, he took the vehicle to MAK Automotive Service for a proper diagnostic of the vehicle. The results came back and states fluid was low and the vehicle failed likely to fluid starvation. We have not contacted Ms. [redacted], since she doesn't want to work with us. Her vehicle is still parked in the same spot and the vehicle is already titled and registered to her. Ms. [redacted] purchased the vehicle at 132,740 miles and the miles on the vehicle when she check it in was 133,304. According to A.R.S 44-1267 (Arizona's Used Car Implied Warranty) the vehicle is covered for 15 days or 500 miles, whichever is earlier. Ms. [redacted] has droven a total of 564 miles on the vehicle.Ms. [redacted] has knowledge of this implied warranty and also signed and acknowledged. According the the A.R.S 44-1267, this warranty does not apply to damage that results from any post-delivery:-abuse, misuse, or neglect-failure to perform regular maintenance-failture to maintain adequate oil, coolant or other requiredfluid/lubricant-off road use-racing/towing According to all the documents, Ms. [redacted], shall not be required to any refunds.