Automark Automotive Corp

We have taken the time needed to review the enclosed complaint from Ms*** ***Please note our recollection and documents in support of our responseIn the following, we will address each issue specifically per the customer's description:“Consumer is calling to file a complaint
against Auto Mark/Speedy CareThe consumer stated that she had her brakes repaired by the supplier on 12-08-in the amount of $181.20.” We have supplied documents for this repair eventThe customer came to us with a faulty “ rear” brake caliper and we estimated the repairs for the replacement of one rear driver side brake caliper and labor to completeThe customer stated the she was having financial problems and the cheapest price possibleStandard charges based upon the Chilton manual standard and our repair costs would have been $ We completed the repair for her on a “rear” brake caliper on 12-8-for $ We have supplied the copy of our purchase receipt from NAPA Automotive for the part supplied in the repair to the customer“The consumer stated that the supplier never fixed the brakes and they kept making noises, so the consumer took the car back to supplier on 07-22-and was charged an additional $255.83.” We have supplied documents for this repair eventThe customer came to us with her son on 7-14-15, (months after the initial repair event on the “rear” brake system) and stated the she was hearing noise coming from the front of the vehicleThe son admitted to us in this meeting that he had been using the vehicle and had taken the front brake system apartAfter evaluating the vehicle with all four wheels removed from the vehicle, it was determined by the technician that the vehicle came to us with the front brake rotors being “upside down” and the front brake system needed repairsMs*** needed new “front” brake pads, recondition service on the front brake rotors and front passenger side brake caliper to be replaced to remedy the problem with the “front” brake systemMs*** once again stated that she under financial distress and she wanted to know if she could make payments on the repairWe performed the repair for $ (This is more than $below the Chilton standard that we utilize for industry accountability standards)We also repaired the vehicle and allowed her to take her vehicle without paymentShe finally paid for the repair on 7-22-We have supplied parts receipts and our sales database screen shot for the date info as claimed. On 8-13-Ms*** came to our facility and claimed that she was hearing noise in the front suspension area and she had allowed her son to use the vehicleWe evaluated the vehicle in bay #and the vehicle had been involved in an event where the front passenger side outer tie rod assembly was brokenMs*** once again stated that she was under financial stress and was very emotionalWe repaired the vehicle at no cost to Ms*** as we knew some of her family members who had asked us to help herWe did not charge Ms***(Please note the info associated in the “Vehicle Problems’ area stating that we will repair the vehicle at no cost and a parts receipt substantiating our claims)“The consumer stated that the brakes continued to make noise, so the consumer took the car back to the supplier and was informed that the car had broke axles and the cost of repairs would be $250.12.” There are documents enclosed regarding this repair itemOn 8-13-Ms*** was informed that she had one broken CV axle in the driver side front wheel areaMs*** stated that she could not repair the CV axle at this timeThe customer told us that she would repair the CV axle at the end of the monthWe scheduled the repair for 8/31/The CV axle repair was completed on 8-31-We have supplied parts receipts and our sales database screen shot for the date info as claimed“The consumer took the car to additional repair shops and discovered that the supplier never repaired the brakes at all.” We have supplied more than enough documentation to substantiate the fact that we have purchased the parts and completed all repairs as claimedWe have offered to evaluate and repair any parts and labor items that have been repaired by our facilityMs*** has a 2 year warranty on all parts and labor for any brake system workWe will be glad to honor this warranty and have spoken to her since receiving the AG claim. Ms*** says that she wants her money back onlyPlease note: We will be glad to honor our warranty if there are issues We have tried to help Ms*** in each repair situationWe have routinely priced her repairs at a financial “break even” or loss to our business to helpThis is proven in that on 8-13-we performed her repair and picked up the invoice costs in totalThe parts receipts enclosed substantiate the purchase and repair of each repair invoice. We would be glad to honor our warranties for any repaired itemsWe have an A rating withthe Revdex.com and work diligently to maintain our reputation in this arenaWe have asked to look at this vehicle, but she refuses to allow this to take place.Respectfully, we do not owe Ms*** any financial refunds as we have completed each repair in an effective and timely manner as promisedPlease contact me with any questions or concerns

We have not received a reply from the AG’s office.Thanks.Mark R[redacted]