Botello Lumber Company, Inc.

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am rejecting this response because: Four reasons: Lack of Professionalism, Lack of Quality of work, Failure to address their problems, and failure to uphold the *** approved shops standards I have talked and emailed this business numerous times, and given them numerous opportunities to resolve my issues with them; however, they have numerous times rejected to resolve this matter to my satisfactionThis business confessed that their *** placed a wrong size nut on the alternator, one too small and did not alert me about this issue, which should have been fixed correctly while they had my vehicle for three days, not including SundayThis business did not properly care for the interior of my vehicle, nor the engine; but, I paid $ This vehicle was purchased brand new with about miles on it off the lot, and has always been properly maintained, interior and engine, we often receive compliments from others on how well we have maintained this vehicle, this vehicle is checked weekly by a auto shop, that does the oil changes and other fluids, check the tire pressure as wellNormally this vehicle has been taken to the *** dealership for timing belt changes, and *** transmission has rebuilt the transmission, this vehicle is any excellent condition for a year vehicle, and is housed in our garage daily*** auto approved shops have standards, and suppose to be competent in their work, this has not been my experience with this shopI have received several promises from *** to correct several problems made by this shop, who I was told by him and other ***, that he was a part *** of this business, but his *** informed me, that he's not a ***, conflicting information demonstrating a internal communication problem, which frustrates me the customer, because I thought that I was dealing with the ***, whose empowered to make corrections and solve my conflicts with their business, but I was notThis business informed me that my timing belt needed changing, so I approved it; then, I googled time belt changes and read that the water pump should also be replaced when this occurs, so within ten minutes of talking with ***, I stated that I wanted the water pump replaced as well, now whose the professional mechanic shop, he should have recommended that my water pump be replaced as well, which did not occurThen, my alternator light came on within hours of this shop doing their work, and I took it back there, and *** stated I needed a new alternator, and that it would cost $plus more, unacceptable*** also commented that he should have charged me for checking my vehicle, after they had completed the work just hours earlier and stated my vehicle was repaired, I asked for my keys; then, bought a new alternator and had another mechanic replace it, who noticed that Sandalwood Car Care left the large bolt under the alternator hanging with a wrong size bolt on it, outrageous, and when I emailed and called Sandalwood Car Care, *** asked me did I take pictures of it? Because, I was in a rental three days, I just wanted my vehicle repaired, so No, I did not take pictures of itI do not accept the business response to resolve this complaint Regards,*** ***

Mr***
had his year old, 243,mile vehicle towed to our shopThe vehicle had
extensive engine issues and required additional diagnostic time that a *** *** certified Technician took an extra day to complete at no
additional chargeCustomer stated vehicle cut off while
driving. When
dropped off by tow truck, tow truck driver stated bolt in rear bushing came
loosewe fixed the loose bolt in the rear at no additional chargeWe also
replaced a leaking valve cover under his year 24k warranty at no charge that
we noticed during the time the vehicle was hereThe diagnostic found ignition
coil bad due to oil intrusion, coil wiring is tied to fuel pump, osensors and
numerous other modulesSpark plugs found to be severely wornCustomer
approved work and we also asked last time timing belt was donecustomer
approved timing belt and water pump
During the
repair the technician noticed there was also not a nut on the pivot bolt for
the alternator and was able to secure it with a nut he had available but
was not the exact fitting nutTechnician did not have to remove the alternator
for the required repairs and was trying to help make the vehicle saferHe was
not trying to hide anything or cover up any work
Customer
was upset that he was not called the next day when the vehicle was readyI
personally stated to the customer the day before that the vehicle will be ready
for pick up anytime late morning and we wouldn't be calling again in the
morningthe vehicle was finished early AM and allowed us an additional test
drive to ensure there were no surprisesI understand he was upset about this
but I thought I was clear enough the day before
Customer
stated vehicle was dirty after repairsI personally didn't see the vehicle
after it was completedOffered to have the vehicle detailed at no charge to
customer, customer declined
Customer
already received a $*** discount off of labor
Customer
stated he felt like he was not treated the way he felt he should have beenI
have an excellent *** *** *** *** and have very few issues with
him and usually receive positive accolades from our customersWe kept the
customer informed of the repairsWe went above and beyond the work and looked
the vehicle over for other issues (like the valve cover), we researched the
work history and found it as covered and had it repaired during the other
repairsMost of our work is backed by a minimum year/ 24k WarrantyThe
water pump has a limited lifetime part warranty
As for the
issue with the alternator, it was working correctly at the time it was at the
shop, there is no way to predict any issues with it in the futureThough
unlikely, the fact that the bolt was missing when vehicle came to shop may have
been a factor in the alternator wearing out prematurely. A pivot bolt
would have little impact on issues with an alternatorunderstand his
frustration with the vehicle, but cannot predict futures issues and we back our
work with a nationwide warranty
Tech
stated there was not a splash guard there at the time the vehicle came in,
which is not uncommon for things to come loose on older vehicles
Customer
has a year/24k warranty on all work

Company's second response below:***,Per our conversation, below is a submitted statement on behalf of Sandalwood Car CareAlso, *** *** (***) is our rep with *** and has been working this complaint on the *** side and he agreed to provide further details or clarification, as needed."Sandalwood Car Care (SCC) is proud of its affiliation with *** and Revdex.com, and was awaiting resolution through ***'s independent investigation to move forward since Mr*** is also a member of ***Per *** *** at ***, they did not find any significant issues with Sandalwood Car Care's work but did request that Sandalwood Car Care refund 10% ($181) to the customer based on customer satisfaction if the Mr*** would close out negative actions against Sandalwood Car Care (including Revdex.com) and not pursue this matter furtherConsumer originally agreed to terms verbally and then later responded to the follow up email that he does not accept the terms from ***.Sandalwood Car Care's offer to Mr*** is the 10% refund, in the amount of $if Mr*** resolves all complaints through *** and Revdex.com and does not take further negative action against SCCAlso, Mr*** already received a *** discount on the original work ($49.38).""Product/Service:MechanicalModel #:***Account #:*** ***Order #:***Purchase Price:1810.0000Payment:In Full Credit CardDisputed Amount:"Thank you,*** ***VP, Sandalwood Car Care*** *** *** ** *** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be in to pick my car up on Thursday afternoon only if the price total is $759.33 not a penny higher.  Sorry if there was a communication problem, but when I got a price quote I was told that the car would be fixed.  Fixed in my mind means no more problems. 
Regards,
[redacted]

01/19/2015                                   ...⇄ re:ID #[redacted]This is in response to a complaint from James M. [redacted]. Mr [redacted] had his  2009 Nissan Xterra towed into our shop on Dec 19th of 2014.He had contacted us previously  and asked if we do transmission work, to which we replied yes.When vehicle came in it was a NO CRANK, so we checked battery and related connections all of which appeared OK.We then retrieved a code, U0101, which is a loss of communications with TCM. Further diagnosis revealed a blown ATC fuse.After replacing fuse, vehicle would start 1 time, then blow  the fuse again. Further diagnosis revealed that the 4 Wheel DriveActuator was shorting and causing the fuse to blow. The customer was informed of this finding, we recommended the replacementof the 4WD actuator and the customer approved the repair.After Actuator was installed, vehicle would start every time, where before, when vehicle was put into gear, the fuse would blow.The vehicle could now be started and driven, but once shut off, would not start again without replacing fuse. Further diagnosisrevealed a possible short in the transmission valve body being caused by water intrusion into the transmission. After more research,it was determined that NISSAN has had numerous problems and a  recall with this electronic transmission, and offered some recallassistance, but this was capped by NISSAN at 100k miles, to which this vehicle has over 125,000 miles on it.When it was explained to Mr.  [redacted] about the findings and the eventual replacement of the transmission, he declined any further repairs.I understand Mr. [redacted]'s concern about needing a transmission and the related costs, but after conferring with the ASE MasterTech who performed the work, there is no way that a vehicle that is towed into the shop with a NO CRANK problem could be diagnosed with a bad transmission until other related issues were resolved.It is unfortunate that Mr. [redacted]'s vehicle has this problem, and I understand if he chooses not to replace the transmission at this time.As an offer to try to find a solution to this issue, I would be willing to offer Mr. [redacted] a 25% discount off the completed repairs.Total Invoice to date: $1012.43, minus 25% discount, net amount due, $759.33.It should also be noted that Mr. [redacted] can come and pick up his vehicle, start it, and drive it home,this was not possible until the replacement of the 4WD actuator. Unfortunately he will have to put a new fuse in to restart it again after shutting it off.Also, we do charge storage for vehicles left on our possession over 3 days, I do not wish to add this to Mr. [redacted]'s bill, but if left inour care much longer, I will be forced to include this in our charges. I hope we can find a mutually agreeable solution to this problem.[redacted]OwnerSandalwood Car Care