Brock Automotive Inc

At this point I am willing to compensate Mr*** the $for repairs to his srs systemI am requesting that Mr*** provide documentation from the dealer of the repairs as well as a detailed description from the dealer of what they found was wrong and what was replacedMr*** had told my service manager Mark H*** that the wires under the passenger seat were yanked out and damagedI would like to see documentation that this was the caseAs I first respondedMy repair shop never performed any testing or repairs underneath of the passenger seatI feel that because my service manager did not make Mr*** aware of the light being on, that compensating him is the right thing to doAt the same time I strongly feel that Mr*** should have brought the car back to show us what was wrong with it
Regards,
David B***
B*** Automotive

I would like to first apologize for taking so long to respond to this complaintThe Revdex.com sent the complaint to an old email account that we no longer useHopefully that problem has been rectified and I have provided the Revdex.com with the correct email addressIn response to
Mr***’s complaintThe name that we have on the repair order is *** ***, not ***I am assuming we are talking about the same person although I do not know why there is a different last nameThe address, phone number, and vehicle information is correct. Mr*** brought his vehicle in on 8/1/and picked his vehicle up on 8/5/The vehicle was brought in with the complaints to 1- Check clutch function2- Check front brake pulsation3- Noise from rear brakes4- Heating & Air Conditioning blower fan inoperableOur shop also performed a free courtesy vehicle inspection which is our standard practice on new customer vehicles as well as a service we provide to customers every monthsAfter performing the vehicle inspection and performing a test drive, we did not find an issue with the clutch complaintMy technician Dan proceeded to address the problem with the blower fanMy service adviser Mark H*** had preordered a new blower fan and blower fan resistor when the car came in on August 1st as this is usually the fix on most ToyotasDan plugged in the new blower motor to the connector without removing the old fan and installed the blower resistor first to see if this fixed the complaint which it did notDan proceeded to check fuses for the Heating and Air Conditioning systemDan found a blown fuse at the under hood fuse box for the blower fanAfter replacing the defective fuse, the blower fan still did not work At this point Mark called the customer on the afternoon of August 1st to update him and let him know that we were still addressing the blower fan complaint, what we had done up to that point and that this was a non-typical problemThe following day Dan continued to diagnose the complaintDuring the diagnostic process, Dan ran a vehicle system scan with our Snap On scan toolAt this point Dan found that there was a code stored in the SRS system for the passenger occupant detection sensorDan attempted to reset the code but the code would not resetWe term this a hard codeSince the customer had made no mention of the SRS light being on, Dan continued with diagnosis of the blower fan complaintAfter spending quite a bit of time attempting to diagnose the problem and performing electrical tests, Dan suspected that there may be a problem with the heating and air conditioning computerDan recommended that the vehicle be referred to the dealer for further diagnosing hoping that the Toyota manufacturer scan tool may help in diagnosing the complaint as well as programming the computer if neededMark is unsure of when he contacted the customer nextIt was either Wednesday evening or Thursday morningMark informed Mr*** of our recommendations to take the car to the dealer as well as the other recommendations that we had for his carMark recommended to Mr*** to take the car to the dealer first and that we could address the other items once he got his blower motor complaint diagnosed and repairedThis is a practice that I have implemented at my shopI have notified my staff that I do not want them to proceed with any repairs or recommendations until all of the customers complaints have been addressedMr*** told Mark that he was going to need to do the brakes anyways so he authorized my shop to replace his front brake pads and rotors for the front brake pulsation complaintTo remove and lubricate the rear brake pads for the rear brake noise, and to change the engine oil and filterOur shop performed the repairs as requested and finished with the repairs on Thursday 8/4/When making notes and turning in the paperwork, Dan mentioned to Mark that the SRS light was onMr*** picked his vehicle up and paid for the repairs at 8:am on 8/5/and leftI would like to note that we did not charge Mr*** for any diagnosis that was performed on the blower fan issueI do not feel that we should charge a customer for something that we cannot fixThis is a policy that I have implemented at my shop in contrast to many other repair shops and dealers Mr*** came back about minutes later and stated that his SRS light was on and that it was not on before he leftMark said that we would need to get the vehicle back in the shop to address the complaintAt that point Mr*** needed to get to work so he left

complaint ID ***
Dear MrB***,
I appreciate your willingness to compensate me for the damageI have attached the receipt and documentation the dealership has provided mePlease respond with details of when I can expect reimbursement
Sincerely, *** ***

Complaint: [redacted]I am rejecting this response because:
Thank you for your response. My full name is [redacted] but I go by [redacted]. [redacted] is my last name. I appreciate your service and effort to fix my car, but that is not what I am disputing. I am simply stating that the passenger airbag sensor was damaged while my car was in Brock Automotive’s care, rendering the passenger airbag inoperable. When you performed the initial test drive, there were no SRS lights on, and the passenger airbag was operable. There was no mention of any flashing lights on to me when I spoke to your service advisor shortly after the test drive.
When I picked up my car, I noticed 3 red flashing lights right away and went back into the shop to speak with your service advisor. I was told it’s probably a sensor issue and that I needed to take my car into the dealership to fix the problem, along with the blower issue still unresolved. At no point, did he offer to take another look at my car, or ask me to bring it back in. It wasn’t until I took my car into the dealership and called your shop, did your service advisor ask me to bring my car back in. Your shop had 2 opportunities to fix the issue before I took it into the dealership, but chose not to.
I am only asking that you take responsibility and pay for what you broke. Sincerely,[redacted]