Complaint: ***
I am rejecting this response because:The business response to my complaint is a complete lieI was informed that the starter and labor were covered under the warranty and I was provided with a estimate for the other leakAs stated before, the Medical Center office's staff, including *** and ***, both stated that the warranty would not come into play until the leak was repairedI informed them that their estimate was too high for the leak and my regular mechanic could fix the leak for a reasonable priceI asked if I did so, would they honor their warranty for the starter under the warranty to which their response was an affirmative yesAt this time, I would like to also point out that the attachment further shows that the starter was still under warranty as the only terms stated are that it must be brought in for the same issue within years or 24,miles, which it wasIn no such way does it state that the warranty is only applicable if there is another issue that arises in the part which was replaced and that the issue must be repaired by themIf these are their terms, they should obviously be included in the invoice in addition to the terms stated, but they are not which clearly is a misrepresentation of the warranty termsAdditionally, while it was recommended that the leak be corrected during the first visit to the shop, they stated it was not a priority as it would not damage any other part of the vehicle.Furthermore, MrBelen was not willing to reach a settlement during the conversation we hadHe called to ask what had been said to me, which I explained, then he stated that he would have to contact the staff at the Medical Center location to see what they had saidI pointed out that he should have contacted them before reaching out to me and he changed his statement and said he had and that they SHOULD have told me that they would replace the starter if I used them to repair the leakI explained that what his staff said and what they should have said according to him where two different things, and that I would not have taken my vehicle to my mechanic, requested that only the leak be repaired, and then try to arrange for the starter to be replaced by them had I not been counting on them to honor their wordIf they would have told me from the beginning that they would not honor the leak, I would not have attempted to take it back to them to have it replacedI lost time arranging for the vehicle to be taken from my mechanic to ***'s then back to my mechanic for the starter repairMr*** stated again that he would have been willing to work with me if I had allowed them to fix the leak, to which I responded that the leak had already been repaired and paid for, so I wanted to know what he was going to do about the warranty on the starter, be it honor the warranty terms and the word of his employees or rescinde on bothHe stated he "did not know what to do"I told him if they did not honor the terms of the warranty and the employees word, I would be forced to have the starter replaced by my mechanic and would have to file a complaint with the Revdex.com*** became agitated and said he would not work with someone "as unreasonable as me" and that he did not take kindly to threatsI told him the conversation was getting no where and thanked him for his timeAt no point did I curse at him as I was not raised that wayThe response states that I thought he was being ridiculous, since when do people know how to read other people's mind?? I see that he stated in his response that he wanted to reach an agreement but I do not know howI am extremely dissatisfied with ***'s automotive customer service, repair jobs, failure to honor warranties, and misrepresentation
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** automotive's unwilling to work with the customer demonstrates their unprofessional attitude and poor customer serviceAgain, I will like to reiterate that MY SON DID NOT DECLINE A DIAGNOSISHE WAS NEVER OFFERED ONE I am sure that *** automotive has a security system and I advise you to revise your video and audio and speak with your managers before blaming the customerIn this case, I strongly believe that *** Rwas at fault and the corporation is un-willing to accept thisThe medical analogy absolutely applies in this case; failure for you to recognize this is the reason for your poor service. 2) "As in this case, the hose was leaking causing the AC not function properly and after it was replaced a second issue arose, the clogged expansion valve." The AC system should have been properly evacuated and rechargedIf the system was properly evacuated, then there would not be particles clogging the expansion valve. 3) The compressor was in full working condition prior to the repair, and after the repair, the compressor stopped workingObviously, there is a clear correlation. I sincerely apologize for the inconvenience but I am extremely dissatisfied with this business and the business has made no attempts to try to resolve the issueInstead, they keep wrongly blaming my son and IThis business has already taken $in charges from me and they continue to ask for $moreCurrently, I have paid the business but I have received NOTHING in returnI expect my AC to be fixed or to be refunded the full amount that I have been charged.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I would like to reopen my case, number *** Reason being, I continue to have problems with the company, and just like I explained in the first email, all I went for the first time was for a simple oil change with my grandson, and my grandson was given an estimate of approximately for a belt problem being the main reason, giving me a scare that I could have an accident at any moment, so I accepted, after the tech *** told me after this problem was fixed everything else would good. So a couple of days after *** called saying they found another problem, the problem being that the oil was leaking from the engine, and saying that it was going to be another 700, and a day after that, I got another call with another problem, costing me another 300, by now total cost was more than After all this I mentioned that my headlights had something wrong, and if they could check them for me, but I specifically said that if they were not repairable, not to touch them. So then they told me that just for checking the lights they were going to charge me more dollars, at that point I was upset because like said if they couldn't fix em at a glance then don't touch themBut I said okay, I payed the billSo as soon as I drove off with the car I began to notice something wasn't right, and the died on me after a mile and half of driving itSo I took it back to the shopAt the shop I talked to *** ***, explaining to him my problem, he told me to leave the car, and that they would fix itI asked if there would be another charge, and *** said no very quietly, and it didn't hear him so I asked again, and he said NO! The day after I got another call from them saying that it was going to be another for another part, at that point I had it, so I said I won't pay another cent, because when I first brought the car it was in good conditions and all I needed was an oil change, and they found all this "problems"And all they had to say was that they already gave me a discount by not charging me the diagnosticBut I refused to pay, so they told me okay, so I had to bring toe truck from triple A, and while the car was being toed, I received a call from ***, who said was the *** *** of the company, explaining to me that we should resolve the problem in the best way because he said that he was about to open up another shop and didn't want any problems, but never offered to fix the carHe was telling me to go to another shop were his best mechanic *** was going to check what was done to the carI refused to visit the other shop because at this point I no longer trust what this company is doing, and I said I would take it else were, were they could check what happenI would ask *** if he would fix the car, but he said no, that he would only pay for the toeing of the carThe car is now at my house not runningI have received more calls from *** since then, but I do not trust their service any more I'm kindly asking that you reopen this case, because I am a senior citizen of years old, they always saw me alone and I don't know if that was the problemBut please helpAnd thank you *** *** My number is ###-###-####
Complaint: ***
I am rejecting this response because: lengthy description given by *** Belden contains many incorrect details and I am not satisfied from the response.The three incorrect statements are: 1) "*** asked if we could diagnose the vehicle but the son declined the diagnosis." My son was NEVER offered to diagnose the vehicleWhen a customer bring a car into a repair shop, they are coming in because there is an issueAnd at this time, the issue was that the AC was not cooling properlyMy son informed *** that there may be a leak so *** went outside with my son to identify and confirm the leakNo where in the conversation was mentioned that there maybe another problem and was assured that the AC will be functioningAs naive customer, we assume that the issue would be properly identified, if there was another problem besides the leak. When a patient goes into a doctor's office for a broken hand, the patient expects all the medical care to be taken care off and diagnosed appropriately with a fractureThe doctor doesn't just take the patient's predictive diagnosis for a factSimilarly, when I go into a repair shop, I expect that the mechanics will appropriately diagnose the condition of the car and not just fix a surface issueAs an experienced repair shop, a customer should be able to trust your staff and know that they are in safe hands and know that they are being taken care ofI did not experience this, at all. 2) "We replaced the hose and the son picked up the car." This is also incorrectMy son did not pick up the car, I (*** ***) picked up the car, and immediately I noticed that the AC was not working so I called the *** automotive on prue road within mins of my departureAt that time, I was told to come back tomorrow and they will look into itThis is where my dissatisfaction with the company aroseWhen I go to a repair shop to repair my AC - I expect the AC to be working before the repair shop charge me for the full priceWhen they were charging me, they DID NOT mention anything about the AC still NOT workingThey charged me for a service not provided.I am in the customer service business and I know that the first rule of proper costumer service is being LOYAL to your costumer*** automotive were not loyal and charged me for a repair which did not fix the issueIf there was another issue, I should have been notified. 3) "After this the son calls our San Pedro location and tells ***, the manger of the location, that his car just left *** ** and is broken down." My son called the manager on San Pedro location when the car was STILL AT YOUR SHOP, *** automotive was still in possession of my car at the time of conversation with *** and ***My son and I both attempted to try and properly understand the situation and gave many chances for *** Automotive to fix the issue and provide me with the service they charged me for. I appreciate your response, ***, but I am not satisfiedThere were many incorrect details in your response and your response does nothing to satisfy my concern regarding my carAs you had stated " At the time the compressor was working..." I am extremely surprised how a compressor would break down right after you mentioning to me that it would break down. Speaking with other car repair shops, I have been informed that it is very unlikely that my compressor would work one day and absolutely breakdown the next dayConsulting with various mechanics in town and researching online, I have come to the conclusion that the AC system was not correctly "evacuated, vacuumed and recharged" after an AC hose replacement; even though I have been charged for this service and told that it would be done. As a customer whose AC is not working and is coming to your shop, depending on your staff to take car of my car and trusting your company, I expect my AC to be fixed and if there needs to be more and complicated repairs, I expect to be informed before being chargedTherefore, I am asking either a full refund for all the charges occurred to me due to this ill-repair and SEVERE INCONVENIENCE, or I would like appropriate repairs to be conducted so that my car AC will properly cool (my initial repair) at NO ADDITIONAL COST. I hope that after my corrections on your insight into this issue and you, as a ** of the company, will be able to reach an appropriate conclusion in the near future.
Regards,
*** ***
*** *** ***
Complaint: ***
I am rejecting this response because: When I went with the estimate of 1079, *** mentioned to me that if I didn't put the belt that held the engine, that was about to break, I would have a serious accidentAnd asked *** if doing the work on the estimate would fix the car, and he said yes. I did mention the multiple charges, because afterward they called saying that there were more problems with the carI asked that how many problems were there more, because the bill was already at 1900, at that point I talked with *** about the headlights, I told him, I have and know I have problems with the lightsAnd we both looked at the wires of the lights, and I told *** to only touch them if they are repairable. About the conversation with mr***, he presented him self to me, as *** *** of the company, there is no other way I would have known that he held this position, only when I heard it from him is when I knewAnd he did tell me that he had plans to build another shop, and that he wanted to help me because he did not want any problems when opening the new shopHe said to take the car to another shop of his, where he could get the car checked out by *** Sowards, to see if everything that was done in the other shop was done rightHe never mentioned tho that if *** did find something wrong that he wouldn't charge meI told him that I would never take my car to any of his shops because I no longer trusted this company.He did call me twice after, in one of the calls I said that I could no longer talk with him, and he asked if I had a lawyer, and I said yes, the second call was to offer me to get the electrical system checked on the car, but refused. This situation reached a boiling point when I payed for all the problems they said were going to leave the car working fineBut after all that when I drove the car it began to fail, and only drove the car about a mile and a half from the shop, and I called *** to let him know that the car was failing and I was going backOnce at the office I asked what was going to happen with the car, if they were going to fix it*** *** the manager was on the computer at the time, and I asked him if they were going to fix the car, and if there was going to be an extra chargeAnd *** responded very silently no, so I asked what did you say? And he said no a little louderThe next day he called saying that there was going to be more charges for the parts, and furious I went to tell them that he had said there was going to be no more charge and I refusedHe only had to say that they gave me a discount of for the diagnostic, and I don't understand if the diagnostic was done how they did not find all the problems from the startI declined the repairs because they wanted to charge me more apart from the 2321, so I had the vehicle towed out.Thank you.*** ***
Regards,
*** ***
I spoke to Mr*** today. He explained to me that as he hung up thephone he heard the word "jerk". He wasn't sure if it was expressed towards him, but he thought he heardthe word. I assured him that ***Hurlbert was a long term employee with very good customer service
records andthat he would never call a customer a jerk. Maybe it was a misunderstanding, someone else said it, he heard adifferent word that sounded like jerk, etc. He understood and said he told his wife he was not absolutely sure heheard the work "jerk". As far as the punk kid comment, came from one of ourtechnicians. When the technician enteredthe waiting room he said that some "punk kid" in a RX-was blockingthe entry and it caused him to be late. His son was driving the RX-7. Iapologized to Mr***, the tech he described was obviously ***. I told him that I know *** wasnot making a personal comment, but more of a generalization. Either way, it was not acceptable thus myapology. The free diagnosis. Mr*** said that the original phone call he was told that we hadfree diagnosis coupons on the internet. Nothing about, free diagnosis with repairs. When he brought the coupon in, he was showedby *** that the coupon clearly stated with repairs. So, he did not make a big deal of it andpaid. He just felt like he was deceivedby the original service advisor. Iapologized again. I told him that wemust have miscommunicated because ALL of our service advisors clearlyunderstand the process. If we offeredthe coupon, we must always explain with repairs. So, as an apology for both situations Ioffered him $in store credit. I wantto be able to show him how we operate and the customer service we will provide. He has his car at a different shop right now, so he isgoing to wait until they finish the repair and see if it will fix thevehicle. The other shop is only doingpart of we recommended. If their repairdoes not fix the car he will bring it back. If it does he is going to call me to discuss further. BUT, all of this is dependent on aconversation with his wife. He had noidea she even made a claim with the Revdex.com
Our response:1. ***’s Automotive & Tires would never resort to “scare” tactics with any of its customers. We would never tell a customer or anyone thatthey would have an accident if they did not replace a belt. 2. Ms*** mentions the multiple increases in theprice. As we mentioned in our previous response, these increases wereonly visible as we started to take apart the components of the vehicle. While we have already spent the labor time to get to this point it is feasiblefor the customer to purchase the additional parts. We will alwaysrecommend this to the customer, because it is better than the latter option ofnot saying anything and making the customer pay for the labor a second time inorder to repair these problems.3. This is the first time she makes mention to astatement “that if the headlights were not repairable do not touch them”. As we explained before we discovered a badly damaged wiring harness, which sheadmitted was damaged by her husband, and Ms*** knew this needed to berepaired in order to repair the headlights. We could have never knownthat a module would be damaged, thus being a secondary problem.4. Mrs*** mentions the other repair necessary at$300, but she does not mention that this repair was unfortunately not relatedto any of the work we completed. Even so, we generously offered to repairit at the cost of the part, which includes free labor. This offer seemsmore than reasonable to me.5. Mrs*** makes comments about her discussion with me,*** ***. Firstoff, I never made mention of my position with thecompany and only states my name. I feel, my position does not have anyrelevance to this matter. Second I never told her to solve this problem becausewe were opening up another shop. What I did was offer to tow the vehiclefor an inspection by *** Sowards, our Corporate Shop Foreman, but I neverpromised to fix the vehicle I did promise that if *** found we madea mistake related to the necessary repair we would fix it at no cost. Ifit was not related, she would only have to pay the cost of the part. Again, this offer seems more than reasonable. We were trying to solve this situation with *** and I did keep trying to reachher. The last conversation she told him that her lawyer advised her notto speak to me any longer and she hung up on me. I think you can seefrom the offers we made to Mrs*** that we were trying to help thesituation. Thank you, *** *** ***’s Automotive & Tires###-###-####***
Mr. [redacted] son came into our Prue Rd. location and asked the manager [redacted] to replace an A/C Hose. [redacted] asked if we could diagnose the vehiclebut the son declined the diagnosis. He was NEVER charged a diagnosis fee. We replaced the hose and the son picked up the...
car. The next day the son came back in because the A/C was not working again. At this point we diagnosed the vehicle at no charge, with a technician and the Shop Foreman of the location. At this time, thetechnician and Shop Foreman realized that the expansion valve was clogged with debris and needed to be replaced. [redacted] offered to replace the expansion valve at half price. The father [redacted] was not happy with this offer and demanded to speak to the owner. At this time [redacted] informed me and I called [redacted]. Mr. [redacted] complained about the situation and said that his son never denied the diagnosis and we should have known to diagnose it because we are the professionals. Mr. [redacted] wanted me toreplace the part for free. I agreed to do the repair at $150 (below our cost of the part) and offered him an in store credit of $100. I explained in greatdetail to him that something in the A/C system caused the expansion valve to clog and that there WILL DEFINITELY be other problems with the A/C system. We could not know when this would happen. I went on to explain that the compressor most likely was experiencing internal failure, which would cause the expansionvalve to fail. At the time the compressor was working so I needed him to be aware of what was going to occur in the future. As we estimated, after wereplaced the expansion valve the compressor stopped working. When [redacted] explained this to Mr. [redacted], he again asked to speak to me. When Icalled, Mr. [redacted] complained to me about the fact that we only replaced his son’s hose (the initial repair). At this point I stopped him and explained that wewere passed that initial situation and that is why we replaced the expansion valve at such a discounted rate. I was trying to work with him and help him in this situation. Showing goodwill, even though this all could have been avoided if the son had allowed us to properly diagnose the vehicle initially. The conversation continuedwith Mr. [redacted] telling me that he doesn’t know why the compressor would fail now and that we should have diagnosed this and at least warned him of thesituation. I again reminded him of our conversation, just the day before when I made it EXTREMELY clear about the situation his vehicle was in and thatsince I already spoke to him about the compressor and any future issues I was not in a position where I was going to give any more work away. Heresponded by telling me that if I did not do the work on the compressor he would be forced to write many negative reviews on line about my company. At this point I explained to the customer that I choose not to speak to any customers that threaten me in that manner and I know we have done more than enoughto help him and told him to have a good day. After this the son calls our San Pedro location and tells [redacted], the manger of the location, that his car just left [redacted] and is broken down. He saysthe guys at [redacted]. won’t help him. The son then asks [redacted] to have the owner call him. At this time I call the son. The son begins his story (notrealizing I am the same person who had been handling his situation at [redacted].) and all the details were not what actually occurred at the [redacted]. location. I end up telling him that I am aware of the situation and he apologizes and asks what needs to be done. I again explained to him that I had prewarnedhis father of the possibility of future problems, specifically the compressor. Finally the son asks me what he should do in my opinion because they want to sell the car. I told himthat any car in [redacted]s without an AC will not sell easily and he should at least consider replacing the compressor, but consider what has occurred I wouldrecommend replacing all the components that come with the AC kit. I told him that it would be approximately $1000 for the AC kit and labor, but I wouldhave to get exact pricing from [redacted]. He thanked me and asked for [redacted] to call him. [redacted] did call him and give him the exact price of approximately$945. The son immediately starting asking for a discount. [redacted] informed him that he had received instructions from the owner that there couldbe no more discounts. The son then texted me and asked if he could get pricing. I told him that was the best price I could give him. Heresponded by saying, well then I will be forced to file a lengthy complaint to the Revdex.com. We tried our best to help this customer even though this all could have been avoided had we been allowed to diagnose the vehicle initially. Even though we have tried to help them continually throughout the situation, they keep asking for more. We are unable tohelp them any further than we already have. Thank you, [redacted]Belden’s Automotive & Tires
1. She states that the starter is still under warranty, which would be true ifsomething else did not damage the starter. Our warranty is onlyapplicable if the part fails because it is defective or fails because weinstalled incorrectly. When something else damages a part we installed wecannot warranty that part. It would be similar to the situation ifsomeone gets in a wreck and the wreck was to damage their starter,unfortunately the starter would not be warrantable. This part did not fail or was not caused byour technician not installing correctly, which are the main reasons a repair iswarrantable. 2. She asks why these terms are not explained in details on our invoices. Ourinvoices do not explain this in detail, mostly because this explanation is a “wellknown” warranty policy for any product. If we were to list every possible issue for a warranty we would beforced to have a several page legal document. At the time of checkout, our customers are explained in detailwhat our warranty process is, in the automotive repair industry there is somany variables, that each and every warranty process cannot be explained priorto them occurring. That is why our managers at Medical Center took thetime to recheck her vehicle for warranty process and only AFTER learning whathappened to the starter were able to explain in detail to the customer what theprocess would have to be. 3. She states that I was not willing to reach a settlement with her, when I was theone who reached out to her and tried to have an amicable conversation in thesituation to reach an agreement. When she started making statements asshe states, “you should have discussed this with your employees before” or “ifyou do not replace my starter I will file a Revdex.com complaint”, it did disturbme. How can anyone work with someone to resolve a situation when they arebeing threatened? Mrs. [redacted] admits in her comments that she used the Revdex.comcomplaint as a form of a threat to get her starter replaced. As shestates, I do not respond to threats. I was trying to work with Mrs. [redacted],but when I did not give her exactly what she wanted she resorted to threats, thusending our conversation and attempt to work out the situation. I neverstated that “I did not know what to do”. I did tell her that I spoke tomy employees prior to the conversation with her and that I wanted to speak tothem again, now that I received her side of the story. Lastly, due to thefact that her starter was damaged by an oil leak, I wanted our lead technicianto have an opportunity to view the leaking area and confirm that it damaged thestarter. If he confirmed that oil damaged the starter, I would haveworked with Mrs. [redacted] to lessen the cost of the repair. Possible,replaced the damaged starter at cost. If the technician did not see anoil leak as the problem, but a defective starter then we would have replacedthe starter under warranty. Bottom line, is that Mrs. [redacted] was NOTwilling to work with me or have a conversation with me. From the moment Icalled her she was aggressive and very defensive. She never was willingto discuss any options, and eventually hung up on me. Let me know if you need anything else. Thank you, [redacted]’s Automotive & Tires
We have tried to contact both Mr. & Mrs. [redacted] byphone and email several, several times with no success. We will agree to refund their money, but wedo stand by what we stated in our original Revdex.com response. In no way did one of our employees call Mr.[redacted] a jerk; at the time of the phone conversation there were severalemployees in the front office and Mr. [redacted] may have overheard ormisconstrued what was being said. However, we are extremely apologetic in the comment in general of “punkkid.” This has been addressed with ouremployee and we all realize this was out of line and we apologize on hisbehalf. At this time, we are willing torefund the [redacted] family their diagnostic fee, a total of $103.23 but wecannot do so with them contacting us.
1. Mrs. [redacted] came to our [redacted] location on 11/28/14 for an oil change. During the oil change we recommended some maintenance items and mentioned weneeded to diagnose why her headlamps are not...
working.2. Mrs.[redacted] came back on 12/16/14 for the maintenance and the diagnosis for theheadlamps. The maintenance involved an oil leak, serpentine belt, 2engine mount replacements and a BG Fuel Induction Service. The leakingoil was coming from the front of the motor, at the timing cover. Weadvised to the customer, due to this area and the mileage of the vehicle,replacing the timing belt. With the timing belt we advised to replacesome other components while we were working in that area. These itemsinclude the water pump, coolant thermostats and a BG Coolant Service. Sheapproved all of this and we started working on the vehicle. Once weremoved the timing cover we discovered that the oil leak was coming from thecamshaft holder. The only way to specifically determine exactly where itwas coming from was to remove the timing cover, which was part of labor for thetiming belt replacement. So, at this time we called Mrs. [redacted] and toldher what we discovered and recommended replacing the 3 camshaft seals to stopthe leak. She approved the repair. During this same visit as wewere diagnosing the electrical issue with the headlamps we discovered thatsomeone had attempted to repair the headlamps by splicing the wiring harnessfor the low beams into the circuit for the high beams. We advised Mrs.[redacted] that we would need labor time to repair the wiring harness. Mrs.[redacted] visually looked at the damage to the wiring harness with [redacted]and told him that her husband must have damaged the wiring because heoriginally tried to work on the repair himself. She approved the 3 hoursof labor to repair the wiring harness. So in total for the headlamprepair, we had 1 hour of diagnosis and 3 hours to make the repair to the wiringharness. After we repaired the wiring harness, we discovered thatthe electronic control module for the headlamps was not working. We didnot know this before because the wiring harness was damaged, thus not providingpower to the electronic control module. So, until we repaired the wiringharness, there was no way for us to have known the electronic control modulewas bad. Mrs. [redacted] was called to be made aware of the electroniccontrol module. She was not very happy with the news and asked why we didnot make her aware of that prior to paying all the labor time to repair thewiring harness. [redacted] the store [redacted] just explained everythingas I did but she was still not happy. Since she was not very happy, [redacted] decided to help the situation and at no charge to the customer, he hadthe technician working on her vehicle rewire the wiring harness so it wouldprovide power from the high beam circuit to the low beams. This allowsMrs. [redacted] to have her low beams working, but will not have high beams. When Mrs. [redacted] picked up this was explained to her and it was notated on herinvoice. She still was not happy, so [redacted] tried to work with heragain. He reduced the diagnosing and labor time for the headlamps from 4hours to 2 hours, saving her $210.00. He also applied a $150 discount toher entire invoice. Thus, saving her $360.00. At this time, [redacted] thought she was satisfied with this when she left.3. Mrs. [redacted] brought her vehicle back on 01/06/15 because her vehicle was dying onher. We diagnosed the vehicle at no cost and discovered that the mass airflow sensor had failed and needed to be replaced. This was not a partthat was worked on before or in the area we worked, thus had no warranty fromthe original repair. [redacted] knew this was a touchy subject so hecalled [redacted] for advice. [redacted] advised [redacted] to tell thecustomer that we would cover the cost of labor to install and we would only askher to pay for the part at our COST. Mrs. [redacted] told [redacted] shedid not want to do that and sent a tow truck to the shop and had the vehicletowed to her home. [redacted] called Mrs. [redacted] when [redacted] told him that she did not want to agree toterms for the mass air flow sensor. Mrs. [redacted] expressed concernsregarding the electrical repair to the headlamps and questioned if we damagedthe mass air flow sensor. [redacted] understood her concerns andsuggested we take the vehicle to another one of our locations for biasedinspection by [redacted], the company head technician and award winner ofNational Tech of the Year. I explained that [redacted] would be biased on hisinspection and if we made a mistake he would tell us and be honest about theinspection. If we made a mistake we would honor it through our warrantyand repair the issue at no cost. But, we could not meet her request torefund her without the opportunity to look at the vehicle. She told meshe would think about it and get back to me. I even called [redacted]osVillanueva, the AAA rep, because she is a AAA customer. He told me shehad already called him. I explained the situation and he agreed that thebest way to mediate the situation is for her to bring her vehicle to one of ourlocations and for [redacted]os to inspect and have [redacted] inspect also. [redacted]os Villanueva did speak to her and explained his thoughts and she asked himif she could call him back. This was on 01/08/15. [redacted]os had notheard from her as of 01/13/15 so he called and left a second message. [redacted] then called Mrs. [redacted] to see if he could reach her. Mrs.[redacted] did answer and spoke to Mr. [redacted]. He asked if she had made a decision on allowing us to inspect thevehicle again with AAA. She told me that she could no longer speak withme because she was advised not to by her lawyer and she hung up the phone.
1. His son came into the storeand told [redacted] that he had a leaking hose. We asked to diagnoseit and he declined. [redacted] walked out to the car with the son and they bothsaw a leaking hose, you could see the staining on the hose. Per the sonsrequest he wanted that hose to be replaced and ONLY that hose. Nodiagnosis. The doctor analogy doesn’t apply in this situation becauseeven though we didn’t diagnose the vehicle, the hose was leaking. Afterwe fixed the leak, another issue arose (the clogged expansion valve). 2. The repair of the leaking hose wasrepaired. The hose is no longer leaking. There are MANY componentsthat cause an AC system to work. If you ask someone to fix their ACsystem, you cannot blanket the entire system with one repair. As in thiscase, the hose was leaking causing the AC not function properly and after itwas replaced a second issue arose, the clogged expansion valve. In eachcase of repair, our technicians test drives the vehicle before releasing it tothe customer. We would neverintentionally turn a vehicle over to a customer with the AC system not workingafter a repair to the AC system without diagnosing why it is not working.3. A compressor working one day and notthe next is exactly how a compressor stops working. It either works or itdoesn’t and it happened immediately. Not properly evacuating andrecharging the system would NEVER cause the compressor to fail. We alreadyreplaced the expansion valve at a VERY reduced price. We did not charge adiagnosing fee. We have tried to help the customer in each situation fromthe very beginning. Belden’s Automotive& Tires stands by its work and has in place a 24 month, 24,000 mileNationwide warranty. In this situation,we are no longer able to help the customer as we tried our best to help the customer even though this could have been avoided. Even though we continually tried to help them throughout the situation, they keep asking for more. We are unable to help them any further than we already have.
Complaint: [redacted]
I am rejecting this response because:Hello, This complaint ([redacted]) has not been resolved. I would like to dispute the response from the business. First of all my husband told me he was called a jerk. Period. Never did he say he wasn’t sure what was said. That is beside the point at this time. As far as him calling my son a punk kid that was totally personal and not at all generalized!! Are you kidding me?!?!? How exactly is that not personal? Third, we were clearly told the diagnostics would be no charge with the coupon. We were deceived and that is not right. We took my vehicle to 2 other repair shops before getting it fixed and BOTH diagnosed for free. We were totally lied to and ripped off. As far as the $150 credit. I would never take my car back to this company so that does me absolutely no good. It would be nice if this company made good on the original offer and gave us our money back however, I know that will never happen. You want to provide good customer service? I suggest you refund the money like we were originally told and then train the people answering the phone to tell the truth. That would resolve this issue. And for the record my husband did know I made a complaint. What he said was he didn’t know what the complaint said. He never said he didn’t know I made one. [redacted]
Regards,
[redacted]
Complaint: ***
I am rejecting this response because:The business response to my complaint is a complete lieI was informed that the starter and labor were covered under the warranty and I was provided with a estimate for the other leakAs stated before, the Medical Center office's staff, including *** and ***, both stated that the warranty would not come into play until the leak was repairedI informed them that their estimate was too high for the leak and my regular mechanic could fix the leak for a reasonable priceI asked if I did so, would they honor their warranty for the starter under the warranty to which their response was an affirmative yesAt this time, I would like to also point out that the attachment further shows that the starter was still under warranty as the only terms stated are that it must be brought in for the same issue within years or 24,miles, which it wasIn no such way does it state that the warranty is only applicable if there is another issue that arises in the part which was replaced and that the issue must be repaired by themIf these are their terms, they should obviously be included in the invoice in addition to the terms stated, but they are not which clearly is a misrepresentation of the warranty termsAdditionally, while it was recommended that the leak be corrected during the first visit to the shop, they stated it was not a priority as it would not damage any other part of the vehicle.Furthermore, MrBelen was not willing to reach a settlement during the conversation we hadHe called to ask what had been said to me, which I explained, then he stated that he would have to contact the staff at the Medical Center location to see what they had saidI pointed out that he should have contacted them before reaching out to me and he changed his statement and said he had and that they SHOULD have told me that they would replace the starter if I used them to repair the leakI explained that what his staff said and what they should have said according to him where two different things, and that I would not have taken my vehicle to my mechanic, requested that only the leak be repaired, and then try to arrange for the starter to be replaced by them had I not been counting on them to honor their wordIf they would have told me from the beginning that they would not honor the leak, I would not have attempted to take it back to them to have it replacedI lost time arranging for the vehicle to be taken from my mechanic to ***'s then back to my mechanic for the starter repairMr*** stated again that he would have been willing to work with me if I had allowed them to fix the leak, to which I responded that the leak had already been repaired and paid for, so I wanted to know what he was going to do about the warranty on the starter, be it honor the warranty terms and the word of his employees or rescinde on bothHe stated he "did not know what to do"I told him if they did not honor the terms of the warranty and the employees word, I would be forced to have the starter replaced by my mechanic and would have to file a complaint with the Revdex.com*** became agitated and said he would not work with someone "as unreasonable as me" and that he did not take kindly to threatsI told him the conversation was getting no where and thanked him for his timeAt no point did I curse at him as I was not raised that wayThe response states that I thought he was being ridiculous, since when do people know how to read other people's mind?? I see that he stated in his response that he wanted to reach an agreement but I do not know howI am extremely dissatisfied with ***'s automotive customer service, repair jobs, failure to honor warranties, and misrepresentation
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** automotive's unwilling to work with the customer demonstrates their unprofessional attitude and poor customer serviceAgain, I will like to reiterate that MY SON DID NOT DECLINE A DIAGNOSISHE WAS NEVER OFFERED ONE I am sure that *** automotive has a security system and I advise you to revise your video and audio and speak with your managers before blaming the customerIn this case, I strongly believe that *** Rwas at fault and the corporation is un-willing to accept thisThe medical analogy absolutely applies in this case; failure for you to recognize this is the reason for your poor service. 2) "As in this case, the hose was leaking causing the AC not function properly and after it was replaced a second issue arose, the clogged expansion valve." The AC system should have been properly evacuated and rechargedIf the system was properly evacuated, then there would not be particles clogging the expansion valve. 3) The compressor was in full working condition prior to the repair, and after the repair, the compressor stopped workingObviously, there is a clear correlation. I sincerely apologize for the inconvenience but I am extremely dissatisfied with this business and the business has made no attempts to try to resolve the issueInstead, they keep wrongly blaming my son and IThis business has already taken $in charges from me and they continue to ask for $moreCurrently, I have paid the business but I have received NOTHING in returnI expect my AC to be fixed or to be refunded the full amount that I have been charged.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I would like to reopen my case, number *** Reason being, I continue to have problems with the company, and just like I explained in the first email, all I went for the first time was for a simple oil change with my grandson, and my grandson was given an estimate of approximately for a belt problem being the main reason, giving me a scare that I could have an accident at any moment, so I accepted, after the tech *** told me after this problem was fixed everything else would good. So a couple of days after *** called saying they found another problem, the problem being that the oil was leaking from the engine, and saying that it was going to be another 700, and a day after that, I got another call with another problem, costing me another 300, by now total cost was more than After all this I mentioned that my headlights had something wrong, and if they could check them for me, but I specifically said that if they were not repairable, not to touch them. So then they told me that just for checking the lights they were going to charge me more dollars, at that point I was upset because like said if they couldn't fix em at a glance then don't touch themBut I said okay, I payed the billSo as soon as I drove off with the car I began to notice something wasn't right, and the died on me after a mile and half of driving itSo I took it back to the shopAt the shop I talked to *** ***, explaining to him my problem, he told me to leave the car, and that they would fix itI asked if there would be another charge, and *** said no very quietly, and it didn't hear him so I asked again, and he said NO! The day after I got another call from them saying that it was going to be another for another part, at that point I had it, so I said I won't pay another cent, because when I first brought the car it was in good conditions and all I needed was an oil change, and they found all this "problems"And all they had to say was that they already gave me a discount by not charging me the diagnosticBut I refused to pay, so they told me okay, so I had to bring toe truck from triple A, and while the car was being toed, I received a call from ***, who said was the *** *** of the company, explaining to me that we should resolve the problem in the best way because he said that he was about to open up another shop and didn't want any problems, but never offered to fix the carHe was telling me to go to another shop were his best mechanic *** was going to check what was done to the carI refused to visit the other shop because at this point I no longer trust what this company is doing, and I said I would take it else were, were they could check what happenI would ask *** if he would fix the car, but he said no, that he would only pay for the toeing of the carThe car is now at my house not runningI have received more calls from *** since then, but I do not trust their service any more I'm kindly asking that you reopen this case, because I am a senior citizen of years old, they always saw me alone and I don't know if that was the problemBut please helpAnd thank you *** *** My number is ###-###-####
Complaint: ***
I am rejecting this response because: lengthy description given by *** Belden contains many incorrect details and I am not satisfied from the response.The three incorrect statements are: 1) "*** asked if we could diagnose the vehicle but the son declined the diagnosis." My son was NEVER offered to diagnose the vehicleWhen a customer bring a car into a repair shop, they are coming in because there is an issueAnd at this time, the issue was that the AC was not cooling properlyMy son informed *** that there may be a leak so *** went outside with my son to identify and confirm the leakNo where in the conversation was mentioned that there maybe another problem and was assured that the AC will be functioningAs naive customer, we assume that the issue would be properly identified, if there was another problem besides the leak. When a patient goes into a doctor's office for a broken hand, the patient expects all the medical care to be taken care off and diagnosed appropriately with a fractureThe doctor doesn't just take the patient's predictive diagnosis for a factSimilarly, when I go into a repair shop, I expect that the mechanics will appropriately diagnose the condition of the car and not just fix a surface issueAs an experienced repair shop, a customer should be able to trust your staff and know that they are in safe hands and know that they are being taken care ofI did not experience this, at all. 2) "We replaced the hose and the son picked up the car." This is also incorrectMy son did not pick up the car, I (*** ***) picked up the car, and immediately I noticed that the AC was not working so I called the *** automotive on prue road within mins of my departureAt that time, I was told to come back tomorrow and they will look into itThis is where my dissatisfaction with the company aroseWhen I go to a repair shop to repair my AC - I expect the AC to be working before the repair shop charge me for the full priceWhen they were charging me, they DID NOT mention anything about the AC still NOT workingThey charged me for a service not provided.I am in the customer service business and I know that the first rule of proper costumer service is being LOYAL to your costumer*** automotive were not loyal and charged me for a repair which did not fix the issueIf there was another issue, I should have been notified. 3) "After this the son calls our San Pedro location and tells ***, the manger of the location, that his car just left *** ** and is broken down." My son called the manager on San Pedro location when the car was STILL AT YOUR SHOP, *** automotive was still in possession of my car at the time of conversation with *** and ***My son and I both attempted to try and properly understand the situation and gave many chances for *** Automotive to fix the issue and provide me with the service they charged me for. I appreciate your response, ***, but I am not satisfiedThere were many incorrect details in your response and your response does nothing to satisfy my concern regarding my carAs you had stated " At the time the compressor was working..." I am extremely surprised how a compressor would break down right after you mentioning to me that it would break down. Speaking with other car repair shops, I have been informed that it is very unlikely that my compressor would work one day and absolutely breakdown the next dayConsulting with various mechanics in town and researching online, I have come to the conclusion that the AC system was not correctly "evacuated, vacuumed and recharged" after an AC hose replacement; even though I have been charged for this service and told that it would be done. As a customer whose AC is not working and is coming to your shop, depending on your staff to take car of my car and trusting your company, I expect my AC to be fixed and if there needs to be more and complicated repairs, I expect to be informed before being chargedTherefore, I am asking either a full refund for all the charges occurred to me due to this ill-repair and SEVERE INCONVENIENCE, or I would like appropriate repairs to be conducted so that my car AC will properly cool (my initial repair) at NO ADDITIONAL COST. I hope that after my corrections on your insight into this issue and you, as a ** of the company, will be able to reach an appropriate conclusion in the near future.
Regards,
*** ***
*** *** ***
Complaint: ***
I am rejecting this response because: When I went with the estimate of 1079, *** mentioned to me that if I didn't put the belt that held the engine, that was about to break, I would have a serious accidentAnd asked *** if doing the work on the estimate would fix the car, and he said yes. I did mention the multiple charges, because afterward they called saying that there were more problems with the carI asked that how many problems were there more, because the bill was already at 1900, at that point I talked with *** about the headlights, I told him, I have and know I have problems with the lightsAnd we both looked at the wires of the lights, and I told *** to only touch them if they are repairable. About the conversation with mr***, he presented him self to me, as *** *** of the company, there is no other way I would have known that he held this position, only when I heard it from him is when I knewAnd he did tell me that he had plans to build another shop, and that he wanted to help me because he did not want any problems when opening the new shopHe said to take the car to another shop of his, where he could get the car checked out by *** Sowards, to see if everything that was done in the other shop was done rightHe never mentioned tho that if *** did find something wrong that he wouldn't charge meI told him that I would never take my car to any of his shops because I no longer trusted this company.He did call me twice after, in one of the calls I said that I could no longer talk with him, and he asked if I had a lawyer, and I said yes, the second call was to offer me to get the electrical system checked on the car, but refused. This situation reached a boiling point when I payed for all the problems they said were going to leave the car working fineBut after all that when I drove the car it began to fail, and only drove the car about a mile and a half from the shop, and I called *** to let him know that the car was failing and I was going backOnce at the office I asked what was going to happen with the car, if they were going to fix it*** *** the manager was on the computer at the time, and I asked him if they were going to fix the car, and if there was going to be an extra chargeAnd *** responded very silently no, so I asked what did you say? And he said no a little louderThe next day he called saying that there was going to be more charges for the parts, and furious I went to tell them that he had said there was going to be no more charge and I refusedHe only had to say that they gave me a discount of for the diagnostic, and I don't understand if the diagnostic was done how they did not find all the problems from the startI declined the repairs because they wanted to charge me more apart from the 2321, so I had the vehicle towed out.Thank you.*** ***
Regards,
*** ***
I spoke to Mr*** today. He explained to me that as he hung up thephone he heard the word "jerk". He wasn't sure if it was expressed towards him, but he thought he heardthe word. I assured him that ***Hurlbert was a long term employee with very good customer service
records andthat he would never call a customer a jerk. Maybe it was a misunderstanding, someone else said it, he heard adifferent word that sounded like jerk, etc. He understood and said he told his wife he was not absolutely sure heheard the work "jerk". As far as the punk kid comment, came from one of ourtechnicians. When the technician enteredthe waiting room he said that some "punk kid" in a RX-was blockingthe entry and it caused him to be late. His son was driving the RX-7. Iapologized to Mr***, the tech he described was obviously ***. I told him that I know *** wasnot making a personal comment, but more of a generalization. Either way, it was not acceptable thus myapology. The free diagnosis. Mr*** said that the original phone call he was told that we hadfree diagnosis coupons on the internet. Nothing about, free diagnosis with repairs. When he brought the coupon in, he was showedby *** that the coupon clearly stated with repairs. So, he did not make a big deal of it andpaid. He just felt like he was deceivedby the original service advisor. Iapologized again. I told him that wemust have miscommunicated because ALL of our service advisors clearlyunderstand the process. If we offeredthe coupon, we must always explain with repairs. So, as an apology for both situations Ioffered him $in store credit. I wantto be able to show him how we operate and the customer service we will provide. He has his car at a different shop right now, so he isgoing to wait until they finish the repair and see if it will fix thevehicle. The other shop is only doingpart of we recommended. If their repairdoes not fix the car he will bring it back. If it does he is going to call me to discuss further. BUT, all of this is dependent on aconversation with his wife. He had noidea she even made a claim with the Revdex.com
Our response:1. ***’s Automotive & Tires would never resort to “scare” tactics with any of its customers. We would never tell a customer or anyone thatthey would have an accident if they did not replace a belt. 2. Ms*** mentions the multiple increases in theprice. As we mentioned in our previous response, these increases wereonly visible as we started to take apart the components of the vehicle. While we have already spent the labor time to get to this point it is feasiblefor the customer to purchase the additional parts. We will alwaysrecommend this to the customer, because it is better than the latter option ofnot saying anything and making the customer pay for the labor a second time inorder to repair these problems.3. This is the first time she makes mention to astatement “that if the headlights were not repairable do not touch them”. As we explained before we discovered a badly damaged wiring harness, which sheadmitted was damaged by her husband, and Ms*** knew this needed to berepaired in order to repair the headlights. We could have never knownthat a module would be damaged, thus being a secondary problem.4. Mrs*** mentions the other repair necessary at$300, but she does not mention that this repair was unfortunately not relatedto any of the work we completed. Even so, we generously offered to repairit at the cost of the part, which includes free labor. This offer seemsmore than reasonable to me.5. Mrs*** makes comments about her discussion with me,*** ***. Firstoff, I never made mention of my position with thecompany and only states my name. I feel, my position does not have anyrelevance to this matter. Second I never told her to solve this problem becausewe were opening up another shop. What I did was offer to tow the vehiclefor an inspection by *** Sowards, our Corporate Shop Foreman, but I neverpromised to fix the vehicle I did promise that if *** found we madea mistake related to the necessary repair we would fix it at no cost. Ifit was not related, she would only have to pay the cost of the part. Again, this offer seems more than reasonable. We were trying to solve this situation with *** and I did keep trying to reachher. The last conversation she told him that her lawyer advised her notto speak to me any longer and she hung up on me. I think you can seefrom the offers we made to Mrs*** that we were trying to help thesituation. Thank you, *** *** ***’s Automotive & Tires###-###-####***
Mr. [redacted] son came into our Prue Rd. location and asked the manager [redacted] to replace an A/C Hose. [redacted] asked if we could diagnose the vehiclebut the son declined the diagnosis. He was NEVER charged a diagnosis fee. We replaced the hose and the son picked up the...
car. The next day the son came back in because the A/C was not working again. At this point we diagnosed the vehicle at no charge, with a technician and the Shop Foreman of the location. At this time, thetechnician and Shop Foreman realized that the expansion valve was clogged with debris and needed to be replaced. [redacted] offered to replace the expansion valve at half price. The father [redacted] was not happy with this offer and demanded to speak to the owner. At this time [redacted] informed me and I called [redacted]. Mr. [redacted] complained about the situation and said that his son never denied the diagnosis and we should have known to diagnose it because we are the professionals. Mr. [redacted] wanted me toreplace the part for free. I agreed to do the repair at $150 (below our cost of the part) and offered him an in store credit of $100. I explained in greatdetail to him that something in the A/C system caused the expansion valve to clog and that there WILL DEFINITELY be other problems with the A/C system. We could not know when this would happen. I went on to explain that the compressor most likely was experiencing internal failure, which would cause the expansionvalve to fail. At the time the compressor was working so I needed him to be aware of what was going to occur in the future. As we estimated, after wereplaced the expansion valve the compressor stopped working. When [redacted] explained this to Mr. [redacted], he again asked to speak to me. When Icalled, Mr. [redacted] complained to me about the fact that we only replaced his son’s hose (the initial repair). At this point I stopped him and explained that wewere passed that initial situation and that is why we replaced the expansion valve at such a discounted rate. I was trying to work with him and help him in this situation. Showing goodwill, even though this all could have been avoided if the son had allowed us to properly diagnose the vehicle initially. The conversation continuedwith Mr. [redacted] telling me that he doesn’t know why the compressor would fail now and that we should have diagnosed this and at least warned him of thesituation. I again reminded him of our conversation, just the day before when I made it EXTREMELY clear about the situation his vehicle was in and thatsince I already spoke to him about the compressor and any future issues I was not in a position where I was going to give any more work away. Heresponded by telling me that if I did not do the work on the compressor he would be forced to write many negative reviews on line about my company. At this point I explained to the customer that I choose not to speak to any customers that threaten me in that manner and I know we have done more than enoughto help him and told him to have a good day. After this the son calls our San Pedro location and tells [redacted], the manger of the location, that his car just left [redacted] and is broken down. He saysthe guys at [redacted]. won’t help him. The son then asks [redacted] to have the owner call him. At this time I call the son. The son begins his story (notrealizing I am the same person who had been handling his situation at [redacted].) and all the details were not what actually occurred at the [redacted]. location. I end up telling him that I am aware of the situation and he apologizes and asks what needs to be done. I again explained to him that I had prewarnedhis father of the possibility of future problems, specifically the compressor. Finally the son asks me what he should do in my opinion because they want to sell the car. I told himthat any car in [redacted]s without an AC will not sell easily and he should at least consider replacing the compressor, but consider what has occurred I wouldrecommend replacing all the components that come with the AC kit. I told him that it would be approximately $1000 for the AC kit and labor, but I wouldhave to get exact pricing from [redacted]. He thanked me and asked for [redacted] to call him. [redacted] did call him and give him the exact price of approximately$945. The son immediately starting asking for a discount. [redacted] informed him that he had received instructions from the owner that there couldbe no more discounts. The son then texted me and asked if he could get pricing. I told him that was the best price I could give him. Heresponded by saying, well then I will be forced to file a lengthy complaint to the Revdex.com. We tried our best to help this customer even though this all could have been avoided had we been allowed to diagnose the vehicle initially. Even though we have tried to help them continually throughout the situation, they keep asking for more. We are unable tohelp them any further than we already have. Thank you, [redacted]Belden’s Automotive & Tires
1. She states that the starter is still under warranty, which would be true ifsomething else did not damage the starter. Our warranty is onlyapplicable if the part fails because it is defective or fails because weinstalled incorrectly. When something else damages a part we installed wecannot warranty that part. It would be similar to the situation ifsomeone gets in a wreck and the wreck was to damage their starter,unfortunately the starter would not be warrantable. This part did not fail or was not caused byour technician not installing correctly, which are the main reasons a repair iswarrantable. 2. She asks why these terms are not explained in details on our invoices. Ourinvoices do not explain this in detail, mostly because this explanation is a “wellknown” warranty policy for any product. If we were to list every possible issue for a warranty we would beforced to have a several page legal document. At the time of checkout, our customers are explained in detailwhat our warranty process is, in the automotive repair industry there is somany variables, that each and every warranty process cannot be explained priorto them occurring. That is why our managers at Medical Center took thetime to recheck her vehicle for warranty process and only AFTER learning whathappened to the starter were able to explain in detail to the customer what theprocess would have to be. 3. She states that I was not willing to reach a settlement with her, when I was theone who reached out to her and tried to have an amicable conversation in thesituation to reach an agreement. When she started making statements asshe states, “you should have discussed this with your employees before” or “ifyou do not replace my starter I will file a Revdex.com complaint”, it did disturbme. How can anyone work with someone to resolve a situation when they arebeing threatened? Mrs. [redacted] admits in her comments that she used the Revdex.comcomplaint as a form of a threat to get her starter replaced. As shestates, I do not respond to threats. I was trying to work with Mrs. [redacted],but when I did not give her exactly what she wanted she resorted to threats, thusending our conversation and attempt to work out the situation. I neverstated that “I did not know what to do”. I did tell her that I spoke tomy employees prior to the conversation with her and that I wanted to speak tothem again, now that I received her side of the story. Lastly, due to thefact that her starter was damaged by an oil leak, I wanted our lead technicianto have an opportunity to view the leaking area and confirm that it damaged thestarter. If he confirmed that oil damaged the starter, I would haveworked with Mrs. [redacted] to lessen the cost of the repair. Possible,replaced the damaged starter at cost. If the technician did not see anoil leak as the problem, but a defective starter then we would have replacedthe starter under warranty. Bottom line, is that Mrs. [redacted] was NOTwilling to work with me or have a conversation with me. From the moment Icalled her she was aggressive and very defensive. She never was willingto discuss any options, and eventually hung up on me. Let me know if you need anything else. Thank you, [redacted]’s Automotive & Tires
We have tried to contact both Mr. & Mrs. [redacted] byphone and email several, several times with no success. We will agree to refund their money, but wedo stand by what we stated in our original Revdex.com response. In no way did one of our employees call Mr.[redacted] a jerk; at the time of the phone conversation there were severalemployees in the front office and Mr. [redacted] may have overheard ormisconstrued what was being said. However, we are extremely apologetic in the comment in general of “punkkid.” This has been addressed with ouremployee and we all realize this was out of line and we apologize on hisbehalf. At this time, we are willing torefund the [redacted] family their diagnostic fee, a total of $103.23 but wecannot do so with them contacting us.
1. Mrs. [redacted] came to our [redacted] location on 11/28/14 for an oil change. During the oil change we recommended some maintenance items and mentioned weneeded to diagnose why her headlamps are not...
working.2. Mrs.[redacted] came back on 12/16/14 for the maintenance and the diagnosis for theheadlamps. The maintenance involved an oil leak, serpentine belt, 2engine mount replacements and a BG Fuel Induction Service. The leakingoil was coming from the front of the motor, at the timing cover. Weadvised to the customer, due to this area and the mileage of the vehicle,replacing the timing belt. With the timing belt we advised to replacesome other components while we were working in that area. These itemsinclude the water pump, coolant thermostats and a BG Coolant Service. Sheapproved all of this and we started working on the vehicle. Once weremoved the timing cover we discovered that the oil leak was coming from thecamshaft holder. The only way to specifically determine exactly where itwas coming from was to remove the timing cover, which was part of labor for thetiming belt replacement. So, at this time we called Mrs. [redacted] and toldher what we discovered and recommended replacing the 3 camshaft seals to stopthe leak. She approved the repair. During this same visit as wewere diagnosing the electrical issue with the headlamps we discovered thatsomeone had attempted to repair the headlamps by splicing the wiring harnessfor the low beams into the circuit for the high beams. We advised Mrs.[redacted] that we would need labor time to repair the wiring harness. Mrs.[redacted] visually looked at the damage to the wiring harness with [redacted]and told him that her husband must have damaged the wiring because heoriginally tried to work on the repair himself. She approved the 3 hoursof labor to repair the wiring harness. So in total for the headlamprepair, we had 1 hour of diagnosis and 3 hours to make the repair to the wiringharness. After we repaired the wiring harness, we discovered thatthe electronic control module for the headlamps was not working. We didnot know this before because the wiring harness was damaged, thus not providingpower to the electronic control module. So, until we repaired the wiringharness, there was no way for us to have known the electronic control modulewas bad. Mrs. [redacted] was called to be made aware of the electroniccontrol module. She was not very happy with the news and asked why we didnot make her aware of that prior to paying all the labor time to repair thewiring harness. [redacted] the store [redacted] just explained everythingas I did but she was still not happy. Since she was not very happy, [redacted] decided to help the situation and at no charge to the customer, he hadthe technician working on her vehicle rewire the wiring harness so it wouldprovide power from the high beam circuit to the low beams. This allowsMrs. [redacted] to have her low beams working, but will not have high beams. When Mrs. [redacted] picked up this was explained to her and it was notated on herinvoice. She still was not happy, so [redacted] tried to work with heragain. He reduced the diagnosing and labor time for the headlamps from 4hours to 2 hours, saving her $210.00. He also applied a $150 discount toher entire invoice. Thus, saving her $360.00. At this time, [redacted] thought she was satisfied with this when she left.3. Mrs. [redacted] brought her vehicle back on 01/06/15 because her vehicle was dying onher. We diagnosed the vehicle at no cost and discovered that the mass airflow sensor had failed and needed to be replaced. This was not a partthat was worked on before or in the area we worked, thus had no warranty fromthe original repair. [redacted] knew this was a touchy subject so hecalled [redacted] for advice. [redacted] advised [redacted] to tell thecustomer that we would cover the cost of labor to install and we would only askher to pay for the part at our COST. Mrs. [redacted] told [redacted] shedid not want to do that and sent a tow truck to the shop and had the vehicletowed to her home. [redacted] called Mrs. [redacted] when [redacted] told him that she did not want to agree toterms for the mass air flow sensor. Mrs. [redacted] expressed concernsregarding the electrical repair to the headlamps and questioned if we damagedthe mass air flow sensor. [redacted] understood her concerns andsuggested we take the vehicle to another one of our locations for biasedinspection by [redacted], the company head technician and award winner ofNational Tech of the Year. I explained that [redacted] would be biased on hisinspection and if we made a mistake he would tell us and be honest about theinspection. If we made a mistake we would honor it through our warrantyand repair the issue at no cost. But, we could not meet her request torefund her without the opportunity to look at the vehicle. She told meshe would think about it and get back to me. I even called [redacted]osVillanueva, the AAA rep, because she is a AAA customer. He told me shehad already called him. I explained the situation and he agreed that thebest way to mediate the situation is for her to bring her vehicle to one of ourlocations and for [redacted]os to inspect and have [redacted] inspect also. [redacted]os Villanueva did speak to her and explained his thoughts and she asked himif she could call him back. This was on 01/08/15. [redacted]os had notheard from her as of 01/13/15 so he called and left a second message. [redacted] then called Mrs. [redacted] to see if he could reach her. Mrs.[redacted] did answer and spoke to Mr. [redacted]. He asked if she had made a decision on allowing us to inspect thevehicle again with AAA. She told me that she could no longer speak withme because she was advised not to by her lawyer and she hung up the phone.
1. His son came into the storeand told [redacted] that he had a leaking hose. We asked to diagnoseit and he declined. [redacted] walked out to the car with the son and they bothsaw a leaking hose, you could see the staining on the hose. Per the sonsrequest he wanted that hose to be replaced and ONLY that hose. Nodiagnosis. The doctor analogy doesn’t apply in this situation becauseeven though we didn’t diagnose the vehicle, the hose was leaking. Afterwe fixed the leak, another issue arose (the clogged expansion valve). 2. The repair of the leaking hose wasrepaired. The hose is no longer leaking. There are MANY componentsthat cause an AC system to work. If you ask someone to fix their ACsystem, you cannot blanket the entire system with one repair. As in thiscase, the hose was leaking causing the AC not function properly and after itwas replaced a second issue arose, the clogged expansion valve. In eachcase of repair, our technicians test drives the vehicle before releasing it tothe customer. We would neverintentionally turn a vehicle over to a customer with the AC system not workingafter a repair to the AC system without diagnosing why it is not working.3. A compressor working one day and notthe next is exactly how a compressor stops working. It either works or itdoesn’t and it happened immediately. Not properly evacuating andrecharging the system would NEVER cause the compressor to fail. We alreadyreplaced the expansion valve at a VERY reduced price. We did not charge adiagnosing fee. We have tried to help the customer in each situation fromthe very beginning. Belden’s Automotive& Tires stands by its work and has in place a 24 month, 24,000 mileNationwide warranty. In this situation,we are no longer able to help the customer as we tried our best to help the customer even though this could have been avoided. Even though we continually tried to help them throughout the situation, they keep asking for more. We are unable to help them any further than we already have.
Complaint: [redacted]
I am rejecting this response because:Hello, This complaint ([redacted]) has not been resolved. I would like to dispute the response from the business. First of all my husband told me he was called a jerk. Period. Never did he say he wasn’t sure what was said. That is beside the point at this time. As far as him calling my son a punk kid that was totally personal and not at all generalized!! Are you kidding me?!?!? How exactly is that not personal? Third, we were clearly told the diagnostics would be no charge with the coupon. We were deceived and that is not right. We took my vehicle to 2 other repair shops before getting it fixed and BOTH diagnosed for free. We were totally lied to and ripped off. As far as the $150 credit. I would never take my car back to this company so that does me absolutely no good. It would be nice if this company made good on the original offer and gave us our money back however, I know that will never happen. You want to provide good customer service? I suggest you refund the money like we were originally told and then train the people answering the phone to tell the truth. That would resolve this issue. And for the record my husband did know I made a complaint. What he said was he didn’t know what the complaint said. He never said he didn’t know I made one. [redacted]
Regards,
[redacted]