June 8, Dear [redacted] :We have received you letter in regards to complaint ID # [redacted] involving a wheel-bearing repair to a [redacted] minivan belonging to [redacted] *** [redacted] arrived at our shop on June 1, with her [redacted] minivan with 165K+ miles on it and specifically requested us to replace her left front wheel-bearing due to a loud noise it was makingWe took the van in for the repair to be completedWe promptly estimated the repair and called [redacted] for approval to make the repair [redacted] agreed to the repairThe repair was performed by an ASE Master Certified Technician and then test driven for approximately miles to confirm the success of repairAt that time it was proven that the wheel bearing was functioning properly and that there was no brake warning light or soft brake pedal [redacted] returned the following day driving her mini van in and complained that her brake pedal was droppingHer van was quickly inspected while she waitedBrake fluid was easily visible spraying out of a pinhole in one of her rear brake linesAt this time it was determined that there was no physical damage to the brake line and that the leak was caused by a badly rusted line nowhere near the area of prior repairAt this time, [redacted] was informed of her problem and we offered to repair itHer very loud response was "I don't care what it is, you're fixing it!"We offered to show her brake line failure so that she could better understand what was going on with her vanWe were then met with another unfriendly and loud response exclaiming, "I don't want to see it, I want it fixed and I ain't paying!"It was very clear to us now that we could not reason with [redacted] ***At this time her keys and vehicle were returned to her as with any customer that does not agree to have us repair there vehicle.We apologize that we were unable to meet the costumer's demands as requested by herAll of our customers are very important to us and we go above and beyond to assure positive customer satisfaction, Our long list of repeat Customers and the success of our business is a proof of thisWe understand that we are human and can make mistakesWe stand by the quality of service we provide to our customers and as a commitment of our quality work, all our parts and labor on every job is guaranteedUnfortunately we are unable to make warranty repairs on parts of a vehicle that aren't related to the repair that was originally performed.Sincerely,Zahoor M Service Manager
September 08, 2015
Dear [redacted]:
In regards to Complaint #[redacted]. [redacted] vehicle was test driven 2.5 miles, it did not show any symptoms of brake fluid leaking. If it did we would have notified her of the problem and offered to repair it for her at cost to her as this failure is her responsibility. The failure of this brake line was very clearly caused by years of corrosion and nothing else. It has been my experience that this type of failure happens very suddenly and when it close all brake fluid is ejected immediately. We do offer comprehensive vehicle safety inspections for a fee. That inspection would have reviled badly rusted brake lines. This service was not requested and was not performed.
Sincerely,
Zahoor M.
Service Manager
June 8, 2015
Dear [redacted]:We have received you letter in regards to complaint ID # [redacted] involving a wheel-bearing repair to a [redacted] minivan belonging to [redacted] [redacted].
[redacted] arrived at our shop on June 1, 2015 with her 2001 [redacted] minivan...
with 165K+ miles on it and specifically requested us to replace her left front wheel-bearing due to a loud noise it was making. We took the van in for the repair to be completed. We promptly estimated the repair and called [redacted] for approval to make the repair. [redacted] agreed to the repair. The repair was performed by an ASE Master Certified Technician and then test driven for approximately 2.5 miles to confirm the success of repair. At that time it was proven that the wheel bearing was functioning properly and that there was no brake warning light or soft brake pedal. [redacted] returned the following day driving her mini van in and complained that her brake pedal was dropping. Her van was quickly inspected while she waited. Brake fluid was easily visible spraying out of a pinhole in one of her rear brake lines. At this time it was determined that there was no physical damage to the brake line and that the leak was caused by a badly rusted line nowhere near the area of prior repair. At this time, [redacted] was informed of her problem and we offered to repair it. Her very loud response was "I don't care what it is, you're fixing it!". We offered to show her brake line failure so that she could better understand what was going on with her van. We were then met with another unfriendly and loud response exclaiming, "I don't want to see it, I want it fixed and I ain't paying!". It was very clear to us now that we could not reason with [redacted]. At this time her keys and vehicle were returned to her as with any customer that does not agree to have us repair there vehicle.We apologize that we were unable to meet the costumer's demands as requested by her. All of our customers are very important to us and we go above and beyond to assure positive customer satisfaction, Our long list of repeat Customers and the success of our business is a proof of this. We understand that we are human and can make mistakes. We stand by the quality of service we provide to our customers and as a commitment of our quality work, all our parts and labor on every job is guaranteed. Unfortunately we are unable to make warranty repairs on parts of a vehicle that aren't related to the repair that was originally performed.Sincerely,Zahoor M
Service Manager
June 8, Dear [redacted] :We have received you letter in regards to complaint ID # [redacted] involving a wheel-bearing repair to a [redacted] minivan belonging to [redacted] *** [redacted] arrived at our shop on June 1, with her [redacted] minivan with 165K+ miles on it and specifically requested us to replace her left front wheel-bearing due to a loud noise it was makingWe took the van in for the repair to be completedWe promptly estimated the repair and called [redacted] for approval to make the repair [redacted] agreed to the repairThe repair was performed by an ASE Master Certified Technician and then test driven for approximately miles to confirm the success of repairAt that time it was proven that the wheel bearing was functioning properly and that there was no brake warning light or soft brake pedal [redacted] returned the following day driving her mini van in and complained that her brake pedal was droppingHer van was quickly inspected while she waitedBrake fluid was easily visible spraying out of a pinhole in one of her rear brake linesAt this time it was determined that there was no physical damage to the brake line and that the leak was caused by a badly rusted line nowhere near the area of prior repairAt this time, [redacted] was informed of her problem and we offered to repair itHer very loud response was "I don't care what it is, you're fixing it!"We offered to show her brake line failure so that she could better understand what was going on with her vanWe were then met with another unfriendly and loud response exclaiming, "I don't want to see it, I want it fixed and I ain't paying!"It was very clear to us now that we could not reason with [redacted] ***At this time her keys and vehicle were returned to her as with any customer that does not agree to have us repair there vehicle.We apologize that we were unable to meet the costumer's demands as requested by herAll of our customers are very important to us and we go above and beyond to assure positive customer satisfaction, Our long list of repeat Customers and the success of our business is a proof of thisWe understand that we are human and can make mistakesWe stand by the quality of service we provide to our customers and as a commitment of our quality work, all our parts and labor on every job is guaranteedUnfortunately we are unable to make warranty repairs on parts of a vehicle that aren't related to the repair that was originally performed.Sincerely,Zahoor M Service Manager
September 08, 2015
Dear [redacted]:
In regards to Complaint #[redacted]. [redacted] vehicle was test driven 2.5 miles, it did not show any symptoms of brake fluid leaking. If it did we would have notified her of the problem and offered to repair it for her at cost to her as this failure is her responsibility. The failure of this brake line was very clearly caused by years of corrosion and nothing else. It has been my experience that this type of failure happens very suddenly and when it close all brake fluid is ejected immediately. We do offer comprehensive vehicle safety inspections for a fee. That inspection would have reviled badly rusted brake lines. This service was not requested and was not performed.
Sincerely,
Zahoor M.
Service Manager
June 8, 2015
Dear [redacted]:We have received you letter in regards to complaint ID # [redacted] involving a wheel-bearing repair to a [redacted] minivan belonging to [redacted] [redacted].
[redacted] arrived at our shop on June 1, 2015 with her 2001 [redacted] minivan...
with 165K+ miles on it and specifically requested us to replace her left front wheel-bearing due to a loud noise it was making. We took the van in for the repair to be completed. We promptly estimated the repair and called [redacted] for approval to make the repair. [redacted] agreed to the repair. The repair was performed by an ASE Master Certified Technician and then test driven for approximately 2.5 miles to confirm the success of repair. At that time it was proven that the wheel bearing was functioning properly and that there was no brake warning light or soft brake pedal. [redacted] returned the following day driving her mini van in and complained that her brake pedal was dropping. Her van was quickly inspected while she waited. Brake fluid was easily visible spraying out of a pinhole in one of her rear brake lines. At this time it was determined that there was no physical damage to the brake line and that the leak was caused by a badly rusted line nowhere near the area of prior repair. At this time, [redacted] was informed of her problem and we offered to repair it. Her very loud response was "I don't care what it is, you're fixing it!". We offered to show her brake line failure so that she could better understand what was going on with her van. We were then met with another unfriendly and loud response exclaiming, "I don't want to see it, I want it fixed and I ain't paying!". It was very clear to us now that we could not reason with [redacted]. At this time her keys and vehicle were returned to her as with any customer that does not agree to have us repair there vehicle.We apologize that we were unable to meet the costumer's demands as requested by her. All of our customers are very important to us and we go above and beyond to assure positive customer satisfaction, Our long list of repeat Customers and the success of our business is a proof of this. We understand that we are human and can make mistakes. We stand by the quality of service we provide to our customers and as a commitment of our quality work, all our parts and labor on every job is guaranteed. Unfortunately we are unable to make warranty repairs on parts of a vehicle that aren't related to the repair that was originally performed.Sincerely,Zahoor M
Service Manager