Benedict Refrigeration Service, Inc

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***, In regards to Mr***’s request for a reimbursement I feel that I have tried to accommodate Mr*** the absolute best possible way in good faith and customer service Mr*** has benefitted from a $sensor repair under goodwill and an offered to reimburse him the $for the tow bill, 2-Complimentray Oil Change services, and a complimentary weekend (Friday, Saturday, Sunday) rental I feel that this is a good customer service gesture I would still like to offer Mr*** the reimbursement of $for the tow bill, and 2-Complimentray Oil Change services and a complimentary weekend (Friday, Saturday, Sunday) rental If Mr*** feels that this is unacceptable I would gladly set up an appointment to discuss the situation with him at my office. Thanks,Eric SF*General ManagerSteamboat Motors*** *** *** *** *** ** *** ** *** ** ***
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***, The *** Technician that performed the work on Mr***’s truck is a
Senior Master *** Certified Technician with years of experience During his inspection and analysis of the truck there were no diagnostic codes stored and it was discovered that Mr***’s truck had modifications done including a performance programmer Any modification to a vehicle can void a warranty to the vehicle and it is our opinion that if modifications are done to any vehicle they are done through a dealership representing that product so it is completed to factory standard and retains the factory warranty The routine maintenance that was approved and completed on Mr***’s truck and was performed to factory standard and in no way, was related to the subsequent failure of the sensor After discovering all the facts surrounding the truck Steamboat Motors completed the sensor replacement under goodwill because of the customer relationship we have with Mr*** We do understand that the vehicle was here longer than what Mr*** had hoped, however, we did make all necessary repairs to factory standard and complied with necessary goodwill Now, we feel that we have accommodated Mr*** to the best of our ability. Please contact me with any additional questions. Thanks,*** SF*General ManagerSteamboat Motors*** ***
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***, In regards to Mr***’s maintenance that was performed on his truck by a Senior Master Certified Technician with years of experience The truck showed no diagnostic codes stored in his truck at the time of service The service was completed to factory standard We followed and completed Mr***’s request for services rendered, over and above, including a $goodwill expenditure for the sensor and delivered his truck back to him because of the customer relationship we have with Mr*** I would like to show more customer service good faith to Mr*** by offering him a reimbursement of his $tow bill with the proof of receipt he attached, 2-Complimentray Oil Change services, and a complimentary weekend (Friday, Saturday, Sunday) rental. Contact me with any additional questions. Thanks,*** SF*General ManagerSteamboat Motors*** *** ***
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Complaint: ***
I am rejecting this response because:you were already going to give me that moneyWhat use do I have for a oil change and a car rentalIt is appreciated but I'm not going to drive miles to come rent a car for the weekend then miles to return itSo how about 500$ gift card to steamboat and 260$
Regards,
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***, In regards to Mr***’s counter offer I will reimburse Mr*** $for the tow and he can use the money how he chooses If he would like to use it for accessories for his vehicle either through Steamboat Motors or ***, I am fine with that Thanks,*** SF*General ManagerSteamboat Motors*** *** ***
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Complaint: ***
I am rejecting this response because: I would love toNow that it is going to cost me more money to drive down there miles each way from my houseI don't understand why your trying to give me a car rentalWhy didn't you offer that when my truck was broke You dealer was trying to hustle me that's why you have me the 900$ worth stuff for freWhich should been under warranty anyways because that is consider power trainWhich I still had warranty at the Time
Regards,
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*** ***Today I received a notice via US mail regarding the referenced complaint indicating that you
have attempted to contact me regarding this issueThis is the first I have heard of this. The customer is correct when they say that this is a warranty issueA loaner car (rental) was provided at no cost to the customerThe vehicle provided was a Ford Focus as parts were on back orderAfter a few weeks had gone by customer stated that she didn’t feel comfortable driving this vehicle because of the snowShe asked to be upgraded to a 4xand was informed that Jeep had only authorized the cost of the Focus and that there would be an upcharge of $per day for the 4XShe agreed to this with Tom K*** (rental manager) and this was witnessed by Lexie F* (receptionist).Jeep paid $ for the Focus and the customer’s portion was an additional $for the upgrade to the 4xThis customer provided us with a credit card and a verbal authorization for said charges. Steamboat Motors understands the frustration regarding warranty work and the delays in getting parts associated with either recalls or warranty related issues.It is our desire to makes these repairs in a timely and efficient manner. If I can provide any additional information please let me know. John C*** / General Manager

Complaint: ***
I am rejecting this response because: its a flat out lie
Regards,
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[redacted]
Dear Mr. [redacted],In response to Ms. [redacted]'s statements, I cannot comment on anything prior to June 20. We had a managerial/personnel...

change on June 12 therefore I cannot comment on the prior visits. What I have found by our records, is that the vehicle was in the shop on May 17, repaired for a charge of $67.50 and returned to her on the same day. On May 18 the vehicle was brought back in with two concerns not related to the previous days work. The vehicle was returned the same day, with no charges to the customer. On May 20the vehicle was brought back in with six concerns. Two of the concerns were attempted to be repaired at another shop last year. The car was returned to her, that same day, with a list of costs to repair the vehicle. No charges were accessed. The following day she called and asked for some sort of discount for her inconvenience for which we offered a 10% discount on parts and labor. She declined the offer and countered with offer of paying no labor. While appreciating Mr. [redacted]'s frustration, this is an unreasonable offer. We offered her pricing that is  normally reserved for the manufactures, which carry the deepest discounts, which she declined.While we would appreciate the chance to repair her car, her demands are unreasonable as the repairs are labor intensive. Being that her vehicle was at another shop, demonstrates that there are other options other that towing the vehicle to Denver. Especially given the year (2005) and mileage (96860) of the vehicle. Ed A[redacted]

Complaint: [redacted]
I am rejecting this response because:
I appreciate the offer but now being offered a rental car does not do me any good.  I needed a car when the truck was in the shop and that was not offered to me. I missed 3 days of work because of no vehicle.  As I explained to Tim. The oil change also does not do me any good as I will now change it my self and do all maintenance my self after this experience. I will take the 260$ reimbursement for towing. I would like to agree on a steam boat motors gift card or [redacted] gift card for accessories thru steamboat or [redacted]. If we can work a number on that I will accept. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

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Dear Mr. [redacted],Sorry we did not know we had to respond directly.  This issue was resolved within days of receiving the complaint....

 The customer said he would let you folks know that things had been taken care of.  If that is not the case, please let me know immediately.  He did indicate on the telephone that everything has been resolved.Thank you,Bill K[redacted]

Complaint: [redacted]
I am rejecting this response because:
The truck drove into the dealer in working order. Routine maintenance. The truck broke down less then 40 miles from the dealership within 1 hour of picking the truck up.  Tim sold a 3 part fuel system flush to me and all the sudden after that there is a fuel system sensor failure? There were no modifications to that. The throttle body spacer was removed, new bolts were replaced. Now all sudden the throttle body needs to be replaced ? Now I paid 260$ to get it towed back and then I'm told it will be another 900$ on top of the 2300$ I just spent.  After all said and done the second round of repairs goes from 900 to 360 to 150 to free? How does this work?  Why so many price cuts? If 900$ is the price that is the price.  There was some real fishy business going down there.  I do not feel that this case is over.  The facts are the truck broke down after leaving the dealer with in hours, towed back, and no responsibility taken and all the blame was on the customer.  There was  zero dealer relationship as you stated. This was the first time I had ever been to the dealership.  Tim the service writer yelled at me as I called back the morning after it got towed back as it was my fault and I was going to be happy to call him. There was zero customer service or respect. 
Regards,
[redacted]