Broadway Animal Hospital

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Hopefully, the Attorney General will have an easier time convincing all parties at Marlow motors that because they do not accept responsibility does not mean it is not THEIR responsibility! Regards, [redacted]

20 November 2015Dear [redacted] ,I fully understand [redacted] ***'s frustration but as I stated in initial response there is nothing we could have done during the recall that would have led to radio failure. We have worked extensively with [redacted] Technical Support diagnosing the concern and it's... simply a component failure on a vehicle that is approaching 9 years old with high mileage. [redacted] has offered a maintenance contract as a goodwill gesture but [redacted] declined. Again this is just a case of poor timing and we cannot be held responsible for something we had no control over. I will, however, be willing to provide an employee discount to [redacted] for radio replacement which is cost plus 20% on parts and 40% off the cost of labor.Thank you.Sincerely,Ed S.Service Manager

This Letter is in response to complaint you have received from *** *** *** *** *** did present his vehicle to our service department on August 4,stating that a heater hose was leaking and asked if we could do temporary repair that would enable him to drive to Florida to have
shop that had performed previous work on vehicle repair correctlyOr Service Advisor quoted *** *** a price to do repair and he agreed to have our Certified Technician perform Temporary repairThe repair was completed and it was explained to the Customer and he was shown what was doneIt was also stressed that this needed to be repaired properly as soon as they arrived homeWe did not damage any other components while performing the repair and do not feel we are in any way responsibleWe did what customer had requestedThe repair was reviewed with Customer and the repair enabled the customer to drive the approxmiles back home as requestedAlso note that vehicle in question is years old and has almost 240,miles on itPlease do not hesitate to Contact me should you need any further information.Sincerely,Ed S***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I have not been given a dollar amount on cost to meI do not want to be liable for hundreds of dollars for a radio that malfunction under their careI would like to see the numbers Please work with me on this matter
Regards,
*** ***

Dear *** ***,In response to your most recent letter regarding *** *** ***, please advise *** *** he will need to contact our service department at Marlow Motor Company, so we can collect information from the radio in order to provide an accurate quote.This offer will be honored for days from when it was first presented, so it is imperative that *** *** acts promptly.Thank you.Sincerely,EdS*** Service ManagerMarlow Motor CoInc

As stated in previous response to Case # *** for *** *** *** there will be no refund or reimbursementThis case has been reviewed by all employees involved and the conclusion is that we performed the repair per customers request and at no point did we damage other itemsAlso based on claims by customer it would have been very difficult if not impossible for vehicle to run the distance that it did.This is our final response to this issue

20 November 2015Dear [redacted],I fully understand [redacted]'s frustration but as I stated in initial response there is nothing we could have done during the recall that would have led to radio failure. We have worked extensively with [redacted] Technical Support diagnosing the concern and it's...

simply a component failure on a vehicle that is approaching 9 years old with high mileage.[redacted] has offered a maintenance contract as a goodwill gesture but [redacted] declined. Again this is just a case of poor timing and we cannot be held responsible for something we had no control over. I will, however, be willing to provide an employee discount to [redacted] for radio replacement which is cost plus 20% on parts and 40% off the cost of labor.Thank you.Sincerely,Ed S.Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Hopefully, the Attorney General will have an easier time convincing all parties at Marlow motors that because they do not accept responsibility does not mean it is not THEIR responsibility!
Regards,
[redacted]