Berger's Body & Glass, Inc

Initial Business Response /* (1000, 5, 2015/09/09) */
We did put an Autostart in her car, however, we use the soldering iron on a bench in the shop to pre-assemble the wires, and then put that into the carThere is minimal to no soldering in the car itselfWe do not smoke in our customers cars,
and we do not smoke in our shop as state law determinesIt would be impossible for us to have put a cigarette burn in her carTo be thorough we did ask an upholstery expert to look at it to be sure, and he determined it was a cigarette burnThere is no way that we could have put a cigarette burn in the car
***confirmed via phone
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The professional we had install the new seat cover said with the materials used now in new cars, even a tiny spark could burn a hole like thatSoldering is done with the installOtherwise it must have been done by the person who drove the car back to usEither way, we brought a brand new car to you, and it was returned to us with a hole in the seat
Final Business Response /* (4000, 12, 2015/09/23) */
This did not happen in my shopThe burn is from a cigarette not a soldering gunI personally delivered vehicle to customer, so I know for a fact it was not smoked in while in my possessionI had an expert look at it who repairs seats for a living, and he stated it was a cigarette burnPerhaps it was burned by customer herself and didn't notice itI can truthfully tell you, we did not burn the seatTo get this matter resolved, I will pay for half the repairsI feel this is being more than fair because I know it was not done at my shop or while in my care
Final Consumer Response /* (2000, 14, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only way to prove it happened at the shop would be to have the material chemically analyzed and we are not going to put more money into thisWe will accept 1/payment just to be done with it

*** *** (***’s husband) came to the shop a couple months ago saying he had an engine light on and that Subaru dealership service manager in Moorhead claimed the auto start is causing the engine light to be onWe installed this auto start November We plugged into Mike’s vehicle with our
scan tool/computer to diagnose and the code read the ECM was having issuesWe advised *** of this and suggested we could uninstall the auto start and if the code was still on then that would indicate it is not the auto start causing the problem and that we could reinstall after Subaru took care of the ECM problems*** agreed with thisA few weeks later *** came back to the shop and told us that Subaru replaced the ECM (under warranty) but that if he had us reinstall the auto start and if something else happened to the vehicle it would not be covered under warranty but that Subaru could install an auto start and if something happened to vehicle it would be covered under warranty*** chose not to have us reinstall auto start and was reimbursed $I suggest *** have Subaru help her with her re-imbursement as it was an incorrect diagnosis which started this whole issueMy position stands as is in this matter

Berger Body & Glass gave *** *** a check for $which included reimbursement for uninstall fee and the used Auto Start

I am rejecting this response because:
we were paid for the autostart unit we returned to BergersThey owe us for a reinstall fee they charged us, which we opted not to do

Nothing was done to the mechanics of Mr ***’s Sierra while it was at Berger’s for a scratch on the door molding and windshield chips repairedWe did tow it back to the shop the day he picked it up and did a diagnostics and oil change and that is what the charges are forThe receptionist
did “quote” a couple different “over the phone” oil changes and specified that our price would be for a vehicle that needed quartsMr***’s pick up took quarts $with tax for oil and filter and .2 plus for diagnostics at $90/hour labor rateIf Mr *** asked I could have explained the charges to himMr***’s dispute below is almost verbatim to what he posted on google reviewsWe will post our response to Mr*** below; “We are grateful that your co-worker recommended us for the body repairSince the repair was cosmetic, we didn't perform any mechanical workWe were caught off guard by the fact that you believed we were the cause of the low oil pressure signalWe didn't mean to belittle the situation in any sense and for that we are truly sorryUpon towing your vehicle back to the shop, we let it sit for a while to allow the oil to drain back into the panAfter checking the dipstick, we found the level to be below the bottom lineOur mechanic then drained the oilHe informed us that he only got two quarts out of your engine*** doesn't remember telling you we added oil before draining itIn light of this differing of memory, we will be discussing the implementation of a call recording software to reduce the chance of said situation ever happening againAs for the $charge, the itemized receipt states $for oil change and $for scanning the ECM to diagnose the dash light and then clearing the ECM of that warning after the oil was changedWe are sorry if you feel this to be unfairWe usually do not need to add labor to an oil change but since the light had to be diagnosed and cleared, it was requiredThis is a very unusual situation, we try to go above and beyond the customer’s expectations on every jobThe complimentary car wash that was provided is one of those thank yousWe strive for every customer to be a repeat customer and take a referral as the highest of complementsWe are sorry we did not met your expectations.” Mr*** wanted us to fix the warning light problemTo do that we had to change his oil and clear it using our ECM diagnostics toolWe also waved the tow fee even though the problem was not our faultWe are sorry if he feels this is unfair but that is what he told us to fix

I am rejecting this response because:
I find it hard to believe that a vehicle with only 50K miles on it and 1,miles since the last oil change, either burned or lost quarts of oil. The vehicle has no previous history of ever losing or burning any amounts of oil. If the vehicle lost quarts of oil there would have been residual evidence under the vehicle or on the concrete where it was parked. There was no need to hook up a diagnostic tool to clear the ECM considering the code was not constant and the warning light would only appear after the oil pressure dropped below safe running conditions. While I am glad to hear that Berger’s is considering the implementation of call recording software to improve customer service metrics, I am still requesting to be reimbursed the $for the unnecessary ECM clearing