Berger's Body & Glass, Inc

[redacted] ([redacted]’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 on. We installed this auto start November 2014. We plugged into Mike’s vehicle with our...

scan tool/computer to diagnose and the code read the ECM was having issues. We advised [redacted] 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. [redacted] agreed with this. A few weeks later [redacted] 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. [redacted] chose not to have us reinstall auto start  and was reimbursed  $100.00. I suggest [redacted] have Subaru help her with her re-imbursement as it was an incorrect diagnosis which started this whole issue. My position stands as is in this matter.

Nothing was done to the mechanics of Mr [redacted]’s 2013 Sierra while it was at Berger’s for a scratch on the door molding and 3 windshield chips repaired. We 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 for. The receptionist...

did “quote” a couple different “over the phone” oil changes and specified that our normal price would be for a vehicle that needed 5 quarts. Mr. [redacted]’s pick up took 6 quarts $42 with tax for oil and filter and .2  plus .5 for diagnostics at $90/hour labor rate. If Mr [redacted] asked I could have explained the charges to him. Mr. [redacted]’s dispute below is almost verbatim to what he posted on google reviews. We will post our response to Mr. [redacted] below; “We are grateful that your co-worker recommended us for the body repair. Since the repair was cosmetic, we didn't perform any mechanical work. We were caught off guard by the fact that you believed we were the cause of the low oil pressure signal. We didn't mean to belittle the situation in any sense and for that we are truly sorry. Upon towing your vehicle back to the shop, we let it sit for a while to allow the oil to drain back into the pan. After checking the dipstick, we found the level to be below the bottom line. Our mechanic then drained the oil. He informed us that he only got two quarts out of your engine. [redacted] doesn't remember telling you we added oil before draining it. In 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 again. As for the $105 charge, the itemized receipt states $42 for oil change and $63 for scanning the ECM to diagnose the dash light and then clearing the ECM of that warning after the oil was changed. We are sorry if you feel this to be unfair. We usually do not need to add labor to an oil change but since the light had to be diagnosed and cleared, it was required. This is a very unusual situation, we try to go above and beyond the customer’s expectations on every job. The complimentary car wash that was provided is one of those thank yous. We strive for every customer to be a repeat customer and take a referral as the highest of complements. We are sorry we did not met your expectations.” Mr. [redacted] wanted us to fix the warning light problem. To do that we had to change his oil and clear it using our ECM diagnostics tool. We also waved the tow fee even though the problem was not our fault. We are sorry if he feels this is unfair but that is what he told us to fix.

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 car. There is minimal to no soldering in the car itself. We do not smoke in our customers cars,...

and we do not smoke in our shop as state law determines. It would be impossible for us to have put a cigarette burn in her car. To be thorough we did ask an upholstery expert to look at it to be sure, and he determined it was a cigarette burn. There is no way that we could have put a cigarette burn in the car.
[redacted]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 that. Soldering is done with the install. Otherwise it must have been done by the person who drove the car back to us. Either 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 shop. The burn is from a cigarette not a soldering gun. I personally delivered vehicle to customer, so I know for a fact it was not smoked in while in my possession. I had an expert look at it who repairs seats for a living, and he stated it was a cigarette burn. Perhaps it was burned by customer herself and didn't notice it. I can truthfully tell you, we did not burn the seat. To get this matter resolved, I will pay for half the repairs. I 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 this. We will accept 1/2 payment just to be done with it.

I am rejecting this response because:
we were paid 100.00 for the autostart unit we returned to Bergers. They owe us 130.00 for a reinstall fee they charged us,  which we opted not to do