Brian Doby Shell

Initial Business Response /* (1000, 15, 2015/08/19) */
To whom it may concern in regards to repair/transaction history between [redacted] and Brian Doby Service Center,
Mr [redacted] brought his vehicle to us on 04/06/2015. Our notes indicate that customer said that his a/c was not blowing...

cold enough. We recovered, leak tested and refilled his refrigerant to spec. Recovery weight indicated that the refrigerant was low. A/C performed well and customer picked up. Our work order notes also indicate that his HVAC blower fan was only working on one speed indicating that he was in need of a blower fan control module for optimal performance. He Declined the repair. It was also stated that if cooling when ambient air temperatures were higher, that he may need a new compressor as the vehicle had excess of 180,000 miles.
The customer returned a few days later and said that his A/C was working intermittently. We took a brief look at it and requested that he leave the vehicle with us for further diagnostics as we were behind schedule at the time. The customer stated that he could not do so. We swapped the horn relay with the relay for the magnetic clutch relay. This is a common cause of intermittent cooling failure in this year/make vehicle and we did not charge the customer anything for this procedure. We stated multiple times that we would do whatever it took to make the customer happy and to find and repair the problem. The customer was unwilling to let us do so and began to ask for refunds instead. It is with much regret that we could not come to an amicable terms to make the customer happy; but, all charges and labor that he recieved were necessary in the diagnaostics of his problem and the customer declined to authorize any further work nescessary to determine causes of probklems thast were not even present at time of first visit to our shop.
We will reply with any other records or availability
Initial Consumer Rebuttal /* (3000, 17, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What Brian Doby Shell stated in his response is not true and or is not accurate. When I first brought my vehicle in to Brian Doby Shell, on April 7, 2015, I stated that my air conditioner worked intermittently (which I first noticed last fall) and not that it was not cold enough. When my air conditioner worked it blew cold air. I also stated that the amount of Freon is normal and not low, and it has been checked. None of this information was documented on the work order or invoice or bill. I wanted a diagnosis done as to why my air conditioner worked intermittently. I never signed, agreed to or authorized that the freon should be recovered and weighted. I was told that a dye has been added to the freon and that would show where it was leaking from, and told that my air is now working, and given a bill for $176.70. I left feeling disappointed, because I wanted a diagnosis, of why my air conditioner sometimes blew very cold air and at times it did not. I did not expect freon to be recovered and weighted. When the air is blowing cold air but not cold enough, that is an indication of the freon being low, mine was not low.
Brian Doby Shell states that his work order notes indicate that the HVAC blower fan only worked on one speed. That is not correct, it is a false statement. They did try to sell me on a blower fan module, which I declined because my fan worked on 4 different blower fan settings. This is just another example of incompetency, and lack of documentation, and a lie.
I believe that Brian Doby Shell practices deceptive, and bad faith business practices. The easiest thing for a mechanic to do for air conditioner problems, is not to diagnose it, but to attach a hose from a machine to drain and replace the freon with a dye, which would take a mechanic less than five minutes to do.
Several days later I return stating that it is still the same and only working intermittently, they did swapped the horn relay with the air conditioner clutch relay. (That is the only item that is true in his statement). As the days were getting warmer, my air conditioner was again working intermittently. I went back, I was told that they are busy and behind schedule and need to come back tomorrow. Which I did, only to be told again that the mechanic is not in and come back tomorrow.
He never stated that he would do whatever it took to make me happy. That is a false statement. But if he did state that, what could he do, besides refund my money, since he was incorrect in the assumption that my freon was leaking, diagnosis which he did not do, and did work that was not necessary, and was not authorized by me. At this point, I was tired of going back and forth and still not knowing why my cold air was still intermittent. I felt I was scammed by removing the freon and reinstalling it, which was not needed or authorized, and then being told, that it now works and any location of the leakage of the freon will be easily identified from the dye. The freon was never low from any leakage.
By this time I had enough of being scammed and lied to by Brian Doby Shell, and took it to the GMC dealer for diagnosis. The dealer did not see any leakages of the freon, (as Brian Doby Shell stated that my freon was leaking and that it was low). The dealer placed it on a gauge manifold for the high and low pressures, by which they were able to diagnose that the air conditioner compressor clutch was not working properly (it was working intermittently) and not compressing the freon properly all the time, and therefore the inconsistent operation of the air conditioner.
I believe that Brian Doby Shell use deceptive unscrupulous selling techniques, does not documents work orders properly, and uses bad faith and is deceitful in his dealings with customers and their vehicles. I am requesting a full refund of $176.70.
I would like to see the document that I signed to authorize the work, the documentation showing what my original complaint was, and the work order notes.