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 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 productIf we were to list every possible issue for a warranty we would beforced to have a several page legal documentAt 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 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***,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 elseThank you, *** [redacted] [redacted] ’s Automotive & Tires
Mrs [redacted] came to our [redacted] location on 11/28/for an oil changeDuring the oil change we recommended some maintenance items and mentioned weneeded to diagnose why her headlamps are not working Mrs[redacted] came back on 12/16/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 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 hoursof labor to repair the wiring harness So in total for the headlamprepair, we had hour of diagnosis and 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 beamsWhen 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 hours, saving her $ He also applied a $discount toher entire invoice Thus, saving her $ At this time, [redacted] thought she was satisfied with this when she left Mrs [redacted] brought her vehicle back on 01/06/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 ***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 ***os to inspect and have [redacted] inspect also***os Villanueva did speak to her and explained his thoughts and she asked himif she could call him back This was on 01/08/ ***os had notheard from her as of 01/13/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
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 saidHowever, 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 $but wecannot do so with them contacting us
Complaint: [redacted] I am rejecting this response because:Hello, This complaint ( [redacted] ) has not been resolvedI would like to dispute the response from the businessFirst of all my husband told me he was called a jerkPeriodNever did he say he wasn’t sure what was saidThat is beside the point at this timeAs 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 couponWe were deceived and that is not rightWe took my vehicle to other repair shops before getting it fixed and BOTH diagnosed for freeWe were totally lied to and ripped offAs far as the $creditI would never take my car back to this company so that does me absolutely no goodIt would be nice if this company made good on the original offer and gave us our money back however, I know that will never happenYou 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 truthThat would resolve this issueAnd for the record my husband did know I made a complaintWhat he said was he didn’t know what the complaint saidHe never said he didn’t know I made one [redacted] Regards, [redacted]
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 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 productIf we were to list every possible issue for a warranty we would beforced to have a several page legal documentAt 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 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***,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 elseThank you, *** [redacted] [redacted] ’s Automotive & Tires
Mrs [redacted] came to our [redacted] location on 11/28/for an oil changeDuring the oil change we recommended some maintenance items and mentioned weneeded to diagnose why her headlamps are not working Mrs[redacted] came back on 12/16/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 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 hoursof labor to repair the wiring harness So in total for the headlamprepair, we had hour of diagnosis and 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 beamsWhen 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 hours, saving her $ He also applied a $discount toher entire invoice Thus, saving her $ At this time, [redacted] thought she was satisfied with this when she left Mrs [redacted] brought her vehicle back on 01/06/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 ***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 ***os to inspect and have [redacted] inspect also***os Villanueva did speak to her and explained his thoughts and she asked himif she could call him back This was on 01/08/ ***os had notheard from her as of 01/13/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
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 saidHowever, 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 $but wecannot do so with them contacting us
Complaint: [redacted] I am rejecting this response because:Hello, This complaint ( [redacted] ) has not been resolvedI would like to dispute the response from the businessFirst of all my husband told me he was called a jerkPeriodNever did he say he wasn’t sure what was saidThat is beside the point at this timeAs 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 couponWe were deceived and that is not rightWe took my vehicle to other repair shops before getting it fixed and BOTH diagnosed for freeWe were totally lied to and ripped offAs far as the $creditI would never take my car back to this company so that does me absolutely no goodIt would be nice if this company made good on the original offer and gave us our money back however, I know that will never happenYou 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 truthThat would resolve this issueAnd for the record my husband did know I made a complaintWhat he said was he didn’t know what the complaint saidHe never said he didn’t know I made one [redacted] Regards, [redacted]