We understand the customer's frustration with the repair of the A/C system. Unfortunately, it's impossible to verify that the entire system will work from one test. The initial testing leads us to a failed part we must replace that part to further test the system. In this case we unfortunately found...
multiple issues as the repairs and testing continued. We 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($622.40 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 /* (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 stated. In an effort to satisfy the customer we have contacted her and agreed to reimburse her the requested $109.50...
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.)
On 12/9/17 The customer had a 2000 Dodge Durango towed to our repair facility. It was not running at that time. We were tasked with finding out why it was not running. We were able to diagnose that it needed a camshaft position sensor as there was no cam/ crank synchronization present. We...
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 started. The customer gave the approval to have the camshaft sensor installed. We installed the new camshaft position sensor and the vehicle started up. We 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 it. A gentleman representing himself as the customers boyfriend showed up to pick-up the vehicle and he and our service manager talked about the knock. The boyfriend stated that the vehicle been a "fast" purchase and left after paying the bill seemingly satisfied with the service. The next communication that we received was a 3 star Google review from an Anonymous individual. We 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 knock. We 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 her. The customer stated that repair they had done was $412.30 however the repair itself was $184.37 diagnosing why the vehicle would not start was $107.10 and $95.00 for a tow.
We understand the customer's frustration with the repair of the A/C system. Unfortunately, it's impossible to verify that the entire system will work from one test. The initial testing leads us to a failed part we must replace that part to further test the system. In this case we unfortunately found...
multiple issues as the repairs and testing continued. We 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($622.40 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 /* (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 stated. In an effort to satisfy the customer we have contacted her and agreed to reimburse her the requested $109.50...
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.)
On 12/9/17 The customer had a 2000 Dodge Durango towed to our repair facility. It was not running at that time. We were tasked with finding out why it was not running. We were able to diagnose that it needed a camshaft position sensor as there was no cam/ crank synchronization present. We...
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 started. The customer gave the approval to have the camshaft sensor installed. We installed the new camshaft position sensor and the vehicle started up. We 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 it. A gentleman representing himself as the customers boyfriend showed up to pick-up the vehicle and he and our service manager talked about the knock. The boyfriend stated that the vehicle been a "fast" purchase and left after paying the bill seemingly satisfied with the service. The next communication that we received was a 3 star Google review from an Anonymous individual. We 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 knock. We 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 her. The customer stated that repair they had done was $412.30 however the repair itself was $184.37 diagnosing why the vehicle would not start was $107.10 and $95.00 for a tow.