Back Alley Motors

To whom it may concern, This is a start to finish write up of what happened with the *** *** belonging to *** ***. I would like to make it clear that the following acount is simply facts - who, what, when, where, why so that anyone involved can get a clear and unbiased overview
of what happenedThe *** beloning to *** *** was dropped off (towed in) and waiting outside the shop in the street on September 17th, Once of my customers reffered *** to us and helped arrange for her to get the vehicle transported to us for repairWe recived the key on September 19th and when we tried to get the vehicle onto the property he vehicle would not start, drive, or move and the passenger window was rolled all the way down and was stuck in that positionThere there was severly weathered tape/adhesive residue around the glass on the door itself which was obviously used to keep the window held up prior to service but the window itself was wide open and stayed like that for days in the street before we even got the key (we were later informed by the customer that it had broken through the tape and had been stuck open for some time and ). The vehicle had to be jump started to get the engine running and there did not seem to be any engine related issues, but the transmission was completely unresponsive and the vehicle would not move an inch in any gear, forward or backwardThe vehicle had virtually no transmission fluid left and when we looked under the vehicle on the street we clearly found bolt that was pushed through the metal transmission panIt was believed that the fluid most likely leaked out from that bolt seeing as that part of the tranmission pan should NOT be penetrated or breached in any way or for any reason because the pan holds roughly quarts of transnmission fluidWhen we spoke to the customer (***) she told us that she was in fact aware that there was a bolt through the pan but she was not sure if it was purposely put there or if it happened randomlyWhen we first spoke with the customer prior to starting the serive, we were informed that they suspected Keller Brothers Auto Repair was responsible for the bolt through the pan and the transmission issuesThe customer was very upset with Keller Brothers due to the fact that they had her *** for months and failed to fix the vehicle after she apparently gave them throusands of dollars During our initial conversation the customer authorized a diagnostic be performed to find out the extent of damage to the transmission and the customer also requested a quote to fix the passenger rear windowIt was expressed that the transmission and window were priority, but the customer also requested a quote to replace the heater core because Kellar Brothers Auto told her it would need to be replaced to get her heater working for winter. It was also agreed that she would be reciving a friends/family discount which amounted to NO diagnostic fee for determining what was wrong with the window/transmission and 20% off labor costThe customer was made aware that normally in this situation we charge a minimum of 2-hours or labor for removal and tear down to find out what will be needed to repair the transmission and she was very thankfulAfter getting authorization to diagnose the vehicle (which she was not charged for) the transmission was diagnosed roughly 4-days after arrival along with the windowThe transmission internals were completly destroyed and it was found that the tranmission would need a complete overhaul or be replaced with a new or rebuilt/remanufactured unit. The passenger rear window motor/ regulator was burnt out and would need replacement as wellAfter completing the diagnostic the customer was contacted and informed of what was wrong with the vehicle and was also given the estimated cost of the repairsThe customer was given multiple options regarding the transmission - a rebuilt unit would cost $with a year warranty, $for a year warranty, or a remanufactured unit for $that came with a lifetime warrantyLabor cost was $to remove and replace the transmission but would only be charged $with the friends and family discountThe window motor would be $labor and $for the motor/regulator and the heater core would be $for labor, $for parts seeing as the entire dashboard would need to be removed to get to the heater coreIt was also explained that we need a vehicle that runs and drives properly in order to diagnose/ replace the heater coreWhen all the estimated prices were given the the customer *** *** authorized all the repairs - the heater core, the $remanufactured transmission, and the window motorAt this time (approx September 25th)the customer informed us that she would not be paying for the repairs and that the customer who referred and helped her tow the vehicle would be paying for everything and she would be working out some way to pay him backThe transmission and window motor were removed at this time before the beginning of October seeing as they were priority (the heater core was going to be replaced after the transmission and after the vehicle became driveable again). Once the transmission was removed and the new unit was ready to be ordered the customer was contaced (Sep28th-30th) in order to secure a deposit for the transmissionWhen we asked for the deposit ($for the transmission) she again informed us that she would not be paying for it and asked that we contact Dan (the customer responsible for the referal and delivery of the vehicle) for the depositWe contacted Dan and when we asked for the deposit he simply laughed and told us that he was prepared to loan her up to $but certainly not $seeing as he just met her 2-weeks priorWe then contacted the customer who was very upset after we informed her that Dan would not be paying for the repairsShe said she would call him to figure everything out and would call us back when the issue was resolvedWe did not hear from the customer again for 5-days and when she did call us back she was very upset to find out that the job was not completedWe informed here that without a deposit we could not move forward with the repairs and she was still very upset even after explaining to her that deposits are an industry standard. The customer informed us that Dan would not be paying for the repairs and she had no way to pay for the repairs herselfWe told the customer that we do not offer any sort of fininacing and regardless she insistedly and repeatedly asked if we could finance her at $100/ month for the repairsAt this time it was apparent that she was very upset and out of options so we offered to let her store her vehicle at the shop until funds were available with the understanding that it would be a reasonable amount of timeAt this time (around October 1st, 2015) the vehicle was put out in the parking lot with no transmission or wiper motor inside of it and the parts were stored in boxes in her vehicleBefore putting the vehicle outside there was cardboard and tape put on the open window to prevent any moisture from getting inside the vehicleThat cardboard and tape stayed on until we took it off when the vehicle was completedAny damage sustained to the outside of the vehicle or to the carpet inside would have been due to previously being stuck openAside from a few courtesy calls in October and November to touch base we did not hear from the Customer until December of At that time the customer was able to put $down the first week of December for the Transmission and informed us that she would have more money available around the beginning of FebruaryOnce we had the money for the transmission we were able to send it out to get rebuilt and this is when my master technician found the melted transmission wire harness when he went to remove the neutral safety switch from the vehicleI cannot be sure about the exact date but it was within the first two weeks of January that we found the melted wire harness and made the customer aware that a replacement would need to be found for the transmission to work correctlyWe seached every local parts distributor in the *** Metro area including all ***/*** Dealerships and salvage yards but had no luckSeeing as the vehicle is nearing years old the parts are no longer manufactured and are not available in aftermarketThe customer was well aware of everything surrounding the wiring and that it would take some time to find a used harnessIt took 6-weeks to find the parts from various salvage yards and different harness's were purchased from *** *** *** *** and finally by the end of March we almost had a full harness and could move forward with the jobWe were in communication during this time and the customer was getting increasingly more impatient as the weeks progressed (understandably so) but we didnt have much of a choice. Once we had the portion of the harness that we needed the customer was informed that the job would hopefully be completed by mid march and the customer had no issues with this and was looking forward to getting the vehicle backThe first week of April was when we had some serious issuesThe customer started calling the shop daily to express her angerand the conversations became so repetetive and pointless that we started having to let her calls ring throughWe were waiting on two final parts that were scheduled for delivery the second week of April and no matter how many times we told the customer this it simply did not matter. We repeatedly explained the who, what, when, where, and why the parts were not there yet but it made no differencewe offered every bit of transparancy possible but the the customer refused to hear itThings started getting very rude and innapropriate with regular after hours voicemails and harrasing phone calls sometimes twice dailyThe customer was extremely rude to myself and my employees numerous times throwing wild and downright crazy accusations our way and no matter how much we apologized, begged, pleaded, and consoled there wasnt anything that would change the customers attitudeOn the first Saturday of April (after hours) the Customer came to the shop (this was the first time the customer had physically came to the shop) accompanied by another gentlemen to apparently try to uncover the details of some sort of manifested "foul play" they were convinced was occuringMyself nor any of my employees were present however my younger brother was there working on his own vehicle and attempted to explain what was going on as they cornered him in the parking lot bombarding him with questionsThe fact that he was almost in tears told me what kind of conversation they had but that is beside the pointHe showed the customer that the transmission was in fact removed and the gentlemen looked under the vehicle to verify it (for whatever reason they were under the impression that transmission hadnt been removed). He relayed the same information that we had been trying to tell the customer for weeks and ended up locking himself in the shop the gentlemen accompanying the customer started to get heated and upsetWhen I spoke to the customer that following Monday things escalted further and after the usual accusations and anger from the customer I expressed my frustration with the situation and made a very simple offer in attempts to find some resolution to the situationThe two options were a refund or let us finish the job but stop the harrasmentShe was simply furious and told us to stop all work on her vehicle and to make no further repairs without her permission, which we agreed to and had no objectionsDuring this time we decided to prepare some options for the customer and after speaking to my attorney we decided to offer the customer a full refund of $along with a complimentary tow to a different repair shop, or we would continue on as previously planned and finish the jobThat friday I called the customer to lay out the options and when I came in the following monday I had a voicemail customer stating that they specifically want us to finish the transmission and window motor onlyOver the next weeks we installed the rebuilt transmission and installed the new window motor/regulatorDuring the final days of finishing the repairs the customer not only called the shop multiple times a day but came to the shop every day after 2pm and refused to leave thinking that this would speed up the processEvery day the customer came with her "brother" and sat in front of my shop until well after 7pm (we close at 6) We started having issues when she started making rude coments to my employees, family members, and other customers even cornering two of my employees to try and get "information" out of themwe we attempted to talk to the customer and explain and even physically show the problems we were encountering but it didnt matterMyself and my empolyees were at our wits end and were desperately trying to get the vehicle finished but we still accomidated every need the customer hadThe final amount we charged the customer was $instead of $to finish putting the transmission in and that was to simply cover our cost of doing the jobWe paid for the window motor and did not charge her anything for labor and we also paid for the transmission fluid, neutral safety switch, etc which was well over $We did not charge her any storage fees from September- December which would have been $25/ dayWe did everything possible to make things right but it didnt matterWe were accused of stratching her car, not replacing her battery (which was never discussed at any point and came out of nowhere the day she picked up her car), then we were accused of switching out her battery??? - To be honest there were so many ridiculous accusations I feel stupid listing themWe did everything we possibly could to make things rightThe customer paid $for a job that should have cost $and we offered all the discounts as goodwill gesturesI bit my tounge for phone call after phone call, I politely explained every detail and answered every question accurately and honestly even when I was geting blatently disrespectedI saw the job through to the end because it was the right thing to do and I wanted to prove to the customer that there was no foul play, that we did not take advantage of her in any way (really it was the other way around) and to prove that we were the exact opposite of what she was accusing us to beWe were not responsible for any carpet damage or body damage, We did not scratch her car or switch our her battery or do anything but what she wanted us to doAt the end of the day I will stand by the work we did and can honestly say that we couldnt have handled the situation any better given the circumstancesMyself, my attorney, my employees, and my family are ready to defend our work and our buisness in any legal aspect the customer wishesThere is a significant amount of information I know about the customer and the vehicle that I have chosen to leave out of this letter at the specific request of the person who provided the information but if there is any question or information about the history of the vehicle, or how the vehicle has been treated, maintained, repaired and driven I will need to be privately contacted preferably through my attorneyThat being said we were made aware that the window had been broken and stuck open for well over months prior to service. We fixed the car and fixed it correctlyThe customer left the car in my lot for months and we took months to fix it - anyone would call that a washWe worked with the customer in every way possible and did everything in our power to make things rightIf thats not enough than I dont know what is

Complaint: [redacted]
I am rejecting this response because:
Sincerely,  [redacted] was not forthcoming, takes advantage of women and should be shut down. HE IS A FLAT OUT LIER. do not beleive one word he said. He traumatized me and my co workers would all defend me. I cannot handle stress of small claims, where I would win. He should not be allowed in businrss .
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