Birth Within

To Whom It May Concern, The vehicle in question was towed in on 2/13/with a complaint of cranks, no startOur technician diagnosed the vehicle and found the ignition module on energized all the time and a bad coilIt also had non GM plugs in itOur experience with these vehicles has been to install the original spark plugs to help prevent ignition failuresWe recommended original GM Coil, Module and Plugs and called Mike with the estimate of $Attached is a picture of our sub estimate date stampedWe were told that the module and coil were replaced before and were under warrantyWe stated that we recommended replacement with original parts for this vehicle and customer supplied parts and associated labor were not covered by our warrantyWe agreed to put the failed parts in the customer's car that evening and the next morning the replacement warrantied parts were in the vehicleWe installed the new parts and the vehicle then ran, but not wellWe diagnosed the vehicle again and found failed replacement partsWe talked to the customer and told them what we foundThey agreed to get another set of replacement partsWe put the failed parts in the vehicle again that evening and received more aftermarket parts which we installedWe charged the customer for one diagnosis rather than two, two installation of ignition coils and ignition modules for a total of $357.61(a discounted price) including supplies and taxOur engine performance diagnosis is $eachLabor for the module is each and coil assembly is eachThe customer paid the bill and picked up the vehicleThere was not a mention of any problems with the estimate or the bill at that timeThe vehicle returned a week later with a melted coil assembly running very badlyWe again did our diagnosis to be sure there was not another problem and again recommended the OE coil, module and spark plugsThis time their son in law (I believe) brought us OE GM partsWhen he arrived with them we asked about the spark plugsHe said he forgot about them and told us to order them and we installed themWe installed the correct OE plugs, and installed the customer supplied OE Coil assembly and module and charged $for the diagnosis, spark plugs, installation of the spark plugs and installation of the customer supplied OE Ignition module and Coil AssemblyAs far as the timelines of the replacement of the customer's original aftermarket parts before we began to work on the vehicle, we may have misunderstood, but it was irrelevant to our recommendationThe original recommendation and estimate given over the phone was for parts and laborWhen the customer agreed to pick up their original parts and have us install them with replacements provided by the customer, our labor original labor estimate was used for the estimateThe vehicle was towed into our facility (towing bill attached) so we used verbal estimates to authorize the workI agree that our receipts provided were not complete for the actual work that was doneWe were trying to work with customers that were in a bad situation, with aftermarket parts that were not up to the long term task of keeping the vehicle running properlyAn internet search will provide ample proof of thisWe believe that we went above and beyond with our service on this vehicleWe were put into a position that ends up being no winThe position of installing customer supplied parts and being asked to insure the reliability of those parts is beyond what we should be accountable forOur parts and labor warranty is months, 24,miles, one year longer that most aftermarket and original equipment part warrantiesHad the customer followed our original recommendation, we probably would not have had a recurring problem or if so our warranty would have paid the additional diagnosis, replacement of any failed parts that we had installed and even any tow associated with itIf we were unable to resolve the problem, we would have refunded the customer's money

No mrs [redacted] as not resolved this matter [redacted] ***

Ms*** came into our shop on 2/23/15, following up on a telephone conversation pricing the cost to install a new alternatorWe wrote the vehicle up for an oil change, diagnosis of charging problem (*** had looked at), checking the brakes that were grinding in the morning and a Safety
Inspection Document # It was mentioned that the clock flashes, resets, radio malfunctionsThey also asked for a price on tiresWe provided the customer with a free loaner vehicle and they left the vehicle with us Our findings were in no particular order that the vehicle had marker lamps out, needed calipers, pads and rotors up front, a new battery, refit the battery cable ends, rear brakes were good but may make noise in the am, the serpentine belt was worn, the PCV front vent tube was broken and will foul the air filter and the center heat shield for the exhaust system needed refastened Documents #and #In addition the transmission fluid low and the transmission had a slight leakDocument # We felt that the repair to the transmission was not necessary at this timeThe leak was slightWe rechecked the transmission oil level on 3/20/and again on 6/16/and the fluid level had not droppedWe asked Mr*** if transmission fluid had been added since February and he said no. We called the customer on 2/24/approx 1:pm and discussed the problems and the customer approved work to be done. The final prices for the work authorized and completed, not including tax or shop supplies Lube Oil and filter with safety check $($labor), front brake pads, rotors, calipers and labor $(labor), replace burnt out marker bulbs $(labor), battery starting charging check, battery replacement, battery cable end replacement, belt replacement, alternator replacement $($labor), PCV tube and replacement $($labor), reattach head shield $($labor), Radiator cap $and trans fluid $24. The book time from Alldata for the above services total to approxhours @ $per hour equals $ We charged $ Document # As an aside we would never warranty any parts that we did not provide, we also would not warranty any labor for a customer supplied partOur warranty for parts that we supply and associated labor is months/24,miles which is stated on the work order. On 3/20/the vehicle was brought back in again for radio acting up including spitting out CD, failure to power up and left speaker not working and for a rattle under the vehicleCustomer stated that both started after the last visitWe again provided the customer with a free loaner carWe found no problem with the speaker or powering up, however the CD was acting “finiky”We recommended the customer take it to the original installerWe also found a rattle from inside the muffler, the baffles are looseThe outer shell was intact and not leaking exhaustWe recommended no actionDocument # We do not recommend replacement unless the noise is objectionable to the customerWhen Mr*** returned on 6/16/he said that the noise underneath had stopped. In conclusion, we stand by our work, our recommendations and our pricesWe believe the radio needs to go back to the original installer, we do not believe that the customer should spend the money at this time on the transmission or mufflerWe do not believe that the leak be “taken care of immediately” or that the exhaust “may have been clogged”We feel that we did not overcharge the customer or that the customer would have saved any labor by getting the transmission leak fixed and muffler replaced at the same time as the other needed workWe believe that the work that we did was done in order of cost/importanceWe do not believe that the work we did could have been done “should have taken no more than an hour or 2” as stated by the customerWe feel we always keep the best interest of the customer foremost in our work and that we did indeed follow that philosophy in this matterWe hope that this explanation will resolve the issueTo my knowledge we have not had any complaints with the Revdex.com or any other reporting agency in the years that I have been doing business as an auto repair facility. Sincerely, *** ***
*** *** Olmsted Auto Care

I would be interested in information about the Revdex.com arbitration processBut at this point, to put this matter behind us, we would offer the customer a refund half of her original labor dollars, $She can use the money towards the transmission repairLet me know what I should do*** *** Olmsted Auto Care.Olmstedautocare Jul (days ago)to NicholeHi Nicole, I would be interested in information about the Revdex.com arbitration processBut at this point, to put this matter behind us, we would offer the customer a refund half of her original labor dollars, $She can use the money towards the transmission repairLet me know what I should doPat Theobald Olmsted Auto Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will be mailing out my demand letter immediately so I can take my case to court1. We never asked for pricing on tires and everyone receives a free loaner vehicle; we are not the only customers who have received one We never received any documentation that our transmission needed workWe found out because one of the mechanics made a remark about it after we already paid for the other work that was completedHad we known about the issue before they decided to fix other things on our vehicle, we would have made the decision to fix the transmission leak insteadThe only reason the repairs were authorized is because they were the only repairs that Olmsted Auto Care mentionedThey never initially mentioned the transmission leakThey mentioned it after we were picking up our vehicle from getting the minor repairs doneThey would have definitely benefitted for double labor if we were to bring our car right back there to get another repair when the labor could have been included in the original labor charges, which we were overcharged for alsoWe have spoken with a few mechanics and even the owner and they have failed to try and resolve our issueI have estimates from professional auto care shops (a couple that have been I business longer than Olmsted Auto Care) and the work definitely could have been completed in less amount of timeThey have also suggested that we get our muffler repaired because of the loud noise that it was making when we brought it back to Olmsted Auto Care (after they'd repaired it was when it started making the noise), and the mechanic at Olmsted Auto Care said, "I wouldn't worry about it", and that was itIn conclusion, Olmsted Auto Care failed to repair or even mention the need of repairs for the transmission leakI understand if they'd have given us a choice between repairing the minor issues or the major issue (the transmission)However, they did not even mention to us that the transmission had a leak until after the other work had been completedThey were dishonest and failed to provide excellent customer service and as a result, they will have to go to court, I will mention the name of their business in front of the public (and on television if given the option), I will submit reviews of our experience with Olmsted Auto Care to different online sites, and I will be filing a complaint with the Attorney General's OfficeOlmsted Auto Care can look forward to receiving my demand letter in the mail within 1-business days
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Dear *** * First off, the owner doesn't have the correct information. The initial price, wasn't discussed with my husband or myselfIn fact, their attempt of an estimate (at the paid bill point), showed ORIG ESTIMATE $ON the first visitThe owner told you $That is not true.Also, the coil and ignition module, were replaced in May - NOT last year, as the owner is statingAgain, his information is not correctI do have receipts to prove that as well.In addtion, the plugs were correct, and had worked in the car, since That statement was not correct by the owner again.The removed the ignition module three times, and the coil twice, another misinformation on the owners partOnly the ignition module was defective, according to the mechanic (Cory) There has never been a written estimate, never asked to sign an estimateIn regards to us not wanting to buy OEM parts, is we had a lifetime guarntee on the coil and ignition module. The State of Ohio requires a written estimate for repairs, if it exceeds a certain amountThey were noted on our receipts when picking the car up, AFTER the work was performed.There was NO Estimate for the spark plugsThis violated the Ohio lawsThey charged $each for a total of $on the plugsI should have received an esitmate,.Even Walmart has the same plugs for $eachAgain, NO price was given to us when he said he'd get the plugs.My receipts are not even completeNeither receipt, shows that they installed a COIL on my carThe receipts are vague in regards to partsI like to keep detailed receipts for my car.Our Son-In-Law works for Chevrolet, and this should have nothing to do with this Revdex.com claimWe still purchased OEM parts from him.
Regards,
*** ***

Hi [redacted], We received your complaint about [redacted] vehicle.  We completed the vehicle in question on Thursday the 23rd of February without any problems.  Our shop is surprised of this complaint because the customer had not voiced any issues to us.   On...

2/13/2017 we received a phone call for the 2004 Malibu of concern.  It was stated that the car would crank over but not start.  Our diagnostic charge is about $95 for finding the original problem of the no start condition.  Upon testing it was found that the ignition coil and module had failed.  The ignition module was turning the coil on all the time, which burned up the coil.  We recommended replacing the ignition module, ignition coil, and spark plugs using original equipment parts (OE).  Total for the coil, module, and spark plugs was $721.33.Our warranty is 2 years 24k on parts and labor, but we do not warranty labor when using customer supplied parts. After talking with the customer, it came to our attention the parts have been changed once before less than 1 year ago using aftermarket parts from [redacted] and [redacted].  We still recommended using OE parts and returning their parts.  Customer stated they could not afford replacing with OE parts.  They then asked us to remove the parts and they would bring us replacements the next day ($113.40 plus tax to replace their parts).  We installed the customer supplied parts and the vehicle started but ran very rough.  We performed testing and found that their parts were defective.  Again they insisted that they would supply parts instead of purchasing OE.  We explained that we would need to charge them a second time to install their parts again (another $113.40).  We received a new set of parts the following day and the car drove well.  After 242 miles the car was towed back in for a no start condition on 2/22/2017.  We performed testing and found that the ignition module and coil had failed again (We did not charge to diagnose this no start condition). The ignition coil was melted from being overloaded by the module.  We recommended once again receiving OE parts and replacing the module, coil, and plugs.  The [redacted] relative that works for a Chevrolet dealer could get the parts at employee cost.  Their relative dropped off the ignition coil and module, then stated that they forgot to bring spark plugs.  We were told to order spark plugs and install them to finish the vehicle that day 2/23/2017. The spark plugs we provided are the OE iridium plugs.  We replaced the customer supplied OE module, coil, and our supplied spark plugs.  We charged 1.1 hrs totaling $124.74 to replace spark plugs, customer supplied OE module and coil.  The book time for replacing the module is 0.6 hours, the coil is 0.6 hours and the spark plugs is 0.7 hours for a total time of 1.9 hours. The 1.9 hours totals to $215.46.  We only charged 1 hour for each time (twice) we replaced the module and coil the initial visit to work within their budget.   We do not warranty labor for customer supplied parts and stated this to the customer.  To sum up our repairs and labor:  We diagnosed the vehicle 3 times (twice during the initial visit and once for the second).  We replaced the customer supplied ignition module and coil 3 times (twice the initial visit and once the second).  We also replaced the spark plugs once during the second visit because the spark plugs that were installed previously were not the correct ones.  The vehicle would have been completed with proper OE parts, as recommended, while the car was in for the first time on 2/13/2017.  The customer was also receiving an employee/relative discount on parts from the dealership.  We work hard to ensure customer satisfaction and try to accommodate all budgets. Let us know if you would like to discuss this further. Pat [redacted] (Owner, Olmsted Auto Care)

To Whom It May Concern, The vehicle in question was towed in on 2/13/17 with a complaint of cranks, no start. Our technician diagnosed the vehicle and found the ignition module on energized all the time and a bad coil. It also had non GM plugs in it. Our experience with these vehicles has been to install the original spark plugs to help prevent ignition failures. We recommended original GM Coil, Module and Plugs and called Mike with the estimate of $721.33. Attached is a picture of our sub estimate date stamped. We were told that the module and coil were replaced before and were under warranty. We stated that we recommended replacement with original parts for this vehicle and customer supplied parts and associated labor were not covered by our warranty. We agreed to put the failed parts in the customer's car that evening and the next morning the replacement warrantied parts were in the vehicle. We installed the new parts and the vehicle then ran, but not well. We diagnosed the vehicle again and found failed replacement parts. We talked to the customer and told them what we found. They agreed to get another set of replacement parts. We put the failed parts in the vehicle again that evening and received more aftermarket parts which we installed. We charged the customer for one diagnosis rather than two,  two installation of ignition coils and ignition modules for a total of $357.61(a discounted price) including supplies and tax. Our engine performance diagnosis is $94 each. Labor for the module is .9 each and coil assembly is .6 each. The customer paid the bill and picked up the vehicle. There was not a mention of any problems with the estimate or the bill at that time. The vehicle returned a week later with a melted coil assembly running very badly. We again did our diagnosis to be sure there was not another problem and again recommended the OE coil, module and spark plugs. This time their son in law (I believe) brought us OE GM parts. When he arrived with them we asked about the spark plugs. He said he forgot about them and told us to order them and we installed them. We installed the correct OE plugs, and installed the customer supplied OE Coil assembly and module and charged $219.49 for the diagnosis, spark plugs, installation of the spark plugs and installation of the customer supplied OE Ignition module and Coil Assembly. As far as the timelines of the replacement of the customer's original aftermarket parts before we began to work on the vehicle, we may have misunderstood, but it was irrelevant to our recommendation. The original recommendation and estimate given over the phone was for parts and labor. When the customer agreed to pick up their original parts and have us install them with replacements provided by the customer, our labor original labor estimate was used for the estimate. The vehicle was towed into our facility (towing bill attached) so we used verbal estimates to authorize the work. I agree that our receipts provided were not complete for the actual work that was done. We were trying to work with customers that were in a bad situation, with aftermarket parts that were not up to the long term task of keeping the vehicle running properly. An internet search will provide ample proof of this. We believe that we went above and beyond with our service on this vehicle. We were put into a position that ends up being no win. The position of installing customer supplied parts and being asked to insure the reliability of those parts is beyond what we should be accountable for. Our parts and labor warranty is 24 months, 24,000 miles, one year longer that most aftermarket and original equipment part warranties. Had the customer followed our original recommendation, we probably would not have had a recurring problem or if so our warranty would have paid the additional diagnosis, replacement of any failed parts that we had installed and even any tow associated with it. If we were unable to resolve the problem, we would have refunded the customer's money.

No mrs. [redacted] as not resolved this matter.
[redacted]