Hi ***,
Thank you for your communication, I am obviously disappointed that you feel we failed you but do appreciate the opportunity to look at the issues and hopefully, clarify the situation. Essentially, I see that your concerns focus on areas, vehicle intrusion, transmission
terminology, and the need for brake work
With regard to vehicle intrusion my colleagues did openly and honestly express to you that vehicles are, indeed, left unlocked within the gated area of our parking lot. We have in place 24/alarmed security in addition, we have external cameras, sadly this does not make us immune from Albuquerque's criminal population. APD recommend to Automotive facilities that vehicles not be locked as in essence if they are locked they are likely to incur greater physical damage. History, indeed, supports that todays perpetrators are more intent on "rummaging" intent upon taking coins and/or loose items that they can take within their person. Whilst your vehicle was here *** ***, General Manager, did contact APD at a.mone morning to advise that we were aware vehicles (*** Bronco, *** Mustang) had been rummaged through, he was not sure whether yours had been as sometimes it is simply difficult to determine if anything has been disturbed. APD did not respond in coming out as there had been no physical damage and there had been no disturbance to things such as stereos. I would advise you that in my yrs of ownership I have, without fail, settled any customer issue with regard to theft or damage, sometimes this has necesitated involving our insurance company at other times we have taken it as a business operational expense. I do express regret that your vehicle was rummaged through, however, we will continue to advise customers to remove valuables from vehicles when left and especially advise customers, like yourself, to take that action before the vehicle is towed in
Transmission terminolgy - this really should not be an issue for it was myself that spoke with both yourself and, indeed, your father in conveying what work and pricing would occur. You quote a term refurbished this is a term that we never use for in our industry transmission work is essentially rebuilt or remanufactured, as noted on your invoice. My dialogue with you from the outset was for a remanufactured transmission carrying with it the best warranty (yrs or 100,miles) complete with Nationwide coverage, indeed, I even confirmed the availability from Dallas and this is what we duly installed and you will note our pricing was to the very cent the price I gave you at the outset
Brake work - As you are aware, your vehicle was towed into us in an immobile state. We learnt of the need for brake work from *** *** Dealership at the time of "reflashing". This we conveyed to you upon their communication and at that point we were unable to add anything more simply because the vehicle was not yet back in our hands. *** ***, General Manager, upon return did confirm that some brake work would be needed and agreed with you that the best solution would be for the vehicle to be towed rather than be driven from our facility in order that a brake shop could diagnose accordingly. You claim via a third party that we would have had to move/touch or contact with the brake *** cylinder. This is totally INCORRECT. In no way is there any requirement for us to be involved with this component in the removal and replacement of a transmission. This can be verified by consulting any auto shop procedural manual, namely ***, ***, ***. Likewise, any transmission shop in the USA will also confirm my statement
Once again, I would thank you for this communication and as a good faith gesture the annual services, as indicated on your invoice, will be completed free of charge
Hi ***,
Thank you for your communication, I am obviously disappointed that you feel we failed you but do appreciate the opportunity to look at the issues and hopefully, clarify the situation. Essentially, I see that your concerns focus on areas, vehicle intrusion, transmission
terminology, and the need for brake work
With regard to vehicle intrusion my colleagues did openly and honestly express to you that vehicles are, indeed, left unlocked within the gated area of our parking lot. We have in place 24/alarmed security in addition, we have external cameras, sadly this does not make us immune from Albuquerque's criminal population. APD recommend to Automotive facilities that vehicles not be locked as in essence if they are locked they are likely to incur greater physical damage. History, indeed, supports that todays perpetrators are more intent on "rummaging" intent upon taking coins and/or loose items that they can take within their person. Whilst your vehicle was here *** ***, General Manager, did contact APD at a.mone morning to advise that we were aware vehicles (*** Bronco, *** Mustang) had been rummaged through, he was not sure whether yours had been as sometimes it is simply difficult to determine if anything has been disturbed. APD did not respond in coming out as there had been no physical damage and there had been no disturbance to things such as stereos. I would advise you that in my yrs of ownership I have, without fail, settled any customer issue with regard to theft or damage, sometimes this has necesitated involving our insurance company at other times we have taken it as a business operational expense. I do express regret that your vehicle was rummaged through, however, we will continue to advise customers to remove valuables from vehicles when left and especially advise customers, like yourself, to take that action before the vehicle is towed in
Transmission terminolgy - this really should not be an issue for it was myself that spoke with both yourself and, indeed, your father in conveying what work and pricing would occur. You quote a term refurbished this is a term that we never use for in our industry transmission work is essentially rebuilt or remanufactured, as noted on your invoice. My dialogue with you from the outset was for a remanufactured transmission carrying with it the best warranty (yrs or 100,miles) complete with Nationwide coverage, indeed, I even confirmed the availability from Dallas and this is what we duly installed and you will note our pricing was to the very cent the price I gave you at the outset
Brake work - As you are aware, your vehicle was towed into us in an immobile state. We learnt of the need for brake work from *** *** Dealership at the time of "reflashing". This we conveyed to you upon their communication and at that point we were unable to add anything more simply because the vehicle was not yet back in our hands. *** ***, General Manager, upon return did confirm that some brake work would be needed and agreed with you that the best solution would be for the vehicle to be towed rather than be driven from our facility in order that a brake shop could diagnose accordingly. You claim via a third party that we would have had to move/touch or contact with the brake *** cylinder. This is totally INCORRECT. In no way is there any requirement for us to be involved with this component in the removal and replacement of a transmission. This can be verified by consulting any auto shop procedural manual, namely ***, ***, ***. Likewise, any transmission shop in the USA will also confirm my statement
Once again, I would thank you for this communication and as a good faith gesture the annual services, as indicated on your invoice, will be completed free of charge