Bobby & Steve's Auto World, LLC

We understand the customer's frustration with the repair of the A/C systemUnfortunately, it's impossible to verify that the entire system will work from one testThe initial testing leads us to a failed part we must replace that part to further test the systemIn this case we unfortunately found multiple issues as the repairs and testing continuedWe understand that the customer has spent a considerable amount of money attempting to get the A/C system functioning and we believe that in the interest of customer satisfaction and to show that we are a shop of integrity we would like to install the needed A/C compressor at no charge to the customer($value)Please have the customer contact our Service Manager Darin Williams at ###-###-#### to set up a time that would work for them to have the service completed

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ After review we found that we used the required synthetic oil for all oil changes on the Cadillac with the exception of the one statedIn an effort to satisfy the customer we have contacted her and agreed to reimburse her the requested $ plus tax and as an additional goodwill gesture we have provided her with a complimentary synthetic oil change valued at $69.95+ tax Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

On 12/9/The customer had a Dodge Durango towed to our repair facilityIt was not running at that timeWe were tasked with finding out why it was not runningWe were able to diagnose that it needed a camshaft position sensor as there was no cam/ crank synchronization presentWe communicated this to the customer and informed the customer that sometimes the sensor does not come out cleanly and could possibly require additional labor to remove and replace it however we wouldn't know until we startedThe customer gave the approval to have the camshaft sensor installedWe installed the new camshaft position sensor and the vehicle started upWe noted that there was a loud engine knock above idle after it started, and that there was also an air housing intake that was broken before we serviced itA gentleman representing himself as the customers boyfriend showed up to pithe vehicle and he and our service manager talked about the knockThe boyfriend stated that the vehicle been a "fast" purchase and left after paying the bill seemingly satisfied with the serviceThe next communication that we received was a star Google review from an Anonymous individualWe believe as we stated initially to the customer that with the vehicle arriving in a state where it was not running there would be no way for us to know if had preexisting issues like an engine knockWe do not believe that we caused any damage to the vehicle however if the customer takes their vehicle to any Napa auto care center they can inspect it and see if the part we installed to make it run resulted in the engine knock, if it did the Napa car care center will provide warranty service for herThe customer stated that repair they had done was $however the repair itself was $diagnosing why the vehicle would not start was $and $for a tow

I am rejecting this response because:I have already had the work completed by another mechanicI would like the refund originally requested

Initial Business Response /* (1000, 5, 2015/06/03) */
After review we found that we used the required synthetic oil for all oil changes on the Cadillac with the exception of the one statedIn an effort to satisfy the customer we have contacted her and agreed to reimburse her the requested $
plus tax and as an additional goodwill gesture we have provided her with a complimentary synthetic oil change valued at $69.95+ tax
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We understand the customer's frustration with the repair of the A/C systemUnfortunately, it's impossible to verify that the entire system will work from one testThe initial testing leads us to a failed part we must replace that part to further test the systemIn this case we unfortunately found
multiple issues as the repairs and testing continuedWe understand that the customer has spent a considerable amount of money attempting to get the A/C system functioning and we believe that in the interest of customer satisfaction and to show that we are a shop of integrity we would like to install the needed A/C compressor at no charge to the customer($value)Please have the customer contact our Service Manager Darin Williams at ###-###-#### to set up a time that would work for them to have the service completed

We are glad to hear that you now have a functioning A/C systemAs we stated in our original response there is no way to diagnose all of the problems that were plaguing your A/C system without replacing the compromised parts in order of failureWe made our offer to put the final part in at no charge to you not because we believe that we were incorrect in our diagnosis or selling practices but because we wanted to help you in an unfortunate situation with your vehicleWe do not believe a refund is fairYour vehicle needed every part that was put in and you authorized every part/ step of the processWe wish you the best of luck and of course our parts and labor warranty on the work we performed is good for 24K/2years as stated on your invoice

Initial Business Response /* (1000, 6, 2015/12/30) */
We have connected with this client to address his concernsWe have reached a satisfactory resolution & the client is pleasedPlease feel free to verify this information with this consumer, he has assured us that this case can be closed out as
a satisfied resolutionIf you needed any additional information from our store I welcome hearing from youThank you
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */

When *** brought in the Honda to have us look at it there was no mention of a fuel leak only that there was fluid leakingWe were able to see oil leakage from the valve cover gasketWe did make some other recommendations and the customer authorized the repair of the leaking fluid (valve cover
gasket $111.99) They then authorized us to do additional requested repairs totaling the remainder of $As the repairs were being completed the technician was able to see a fuel leak coming from the seam of the fuel tankThe technician advised the service writer and a message was immediately left for *** *** at ###-###-####The concern was immediately transferred to the invoice(see attachment)The vehicle was picked up later on in the day and the customer called later that evening stating that her car smelled like gasWe informed her of the seam on the fuel tankShe stated that no one had told her that when she picked up her vehicle, and for that we apologizeWe should have communicated better than the initial message left for MichaelOur service manager attempted to come to a resolution but was told that she was going to have her lawyer contact us and hung up on himWe don't know if we would have been able to find the fuel leak initially as the customer never stated that they had a fuel smell only a fluid leak and it wasn't discovered until the vehicle was elevated for an extended amount of time The valve cover gaskets were definitely leaking however in a good faith gesture we will refund the leaking fluid portion of the invoice to the customer.($111.99) Please have the customer reach out to Darin our service leader if she would like us to refund her the $as a resolution

On 12/9/The customer had a Dodge Durango towed to our repair facilityIt was not running at that timeWe were tasked with finding out why it was not runningWe were able to diagnose that it needed a camshaft position sensor as there was no cam/ crank synchronization presentWe
communicated this to the customer and informed the customer that sometimes the sensor does not come out cleanly and could possibly require additional labor to remove and replace it however we wouldn't know until we startedThe customer gave the approval to have the camshaft sensor installedWe installed the new camshaft position sensor and the vehicle started upWe noted that there was a loud engine knock above idle after it started, and that there was also an air housing intake that was broken before we serviced itA gentleman representing himself as the customers boyfriend showed up to pithe vehicle and he and our service manager talked about the knockThe boyfriend stated that the vehicle been a "fast" purchase and left after paying the bill seemingly satisfied with the serviceThe next communication that we received was a star Google review from an Anonymous individualWe believe as we stated initially to the customer that with the vehicle arriving in a state where it was not running there would be no way for us to know if had preexisting issues like an engine knockWe do not believe that we caused any damage to the vehicle however if the customer takes their vehicle to any Napa auto care center they can inspect it and see if the part we installed to make it run resulted in the engine knock, if it did the Napa car care center will provide warranty service for herThe customer stated that repair they had done was $however the repair itself was $diagnosing why the vehicle would not start was $and $for a tow