Burback Motors Inc

Thank you for allowing me to· respond to the complaint from Ms. [redacted].We have been in business tor 24 years without incident with the Revdex.com. My husband has workedon Mercedes Benz vehicles for over 40 years and knows these vehicles extensively.August 27, 2015 Ms. [redacted] visited our automotive...

repair shop. We have worked on her auntsvehicle for many years without contention. Ms. [redacted]'s aunt recommended she visit our shop.Ms. [redacted] could not get her drivers door unlocked and was scooting over the passenger sideto get into the vehicle. Burback Motors knew exactly what the problem was. It was very easy tocall the dealer (door lock/security related to vehicles can only be purchased through an actualdealer.) We were quoted a price of $298 for the part from the dealer and relayed thatinformation to Ms. [redacted] while she was at the shop. She was told there would be added laborfor this repair to get the old lock off and the new one back on. Ms. [redacted] wanted us to orderthe part. Because she was referred by her aunt (again a customer of many years) we did nottake payment for the lock part at the time of ordering, the part is Vin #specific and will not fitanother vehicle. It is common to collect for the part at time of ordering. But because she wasrelated to our customer we trusted her. We estimated the labor for replacing the lock at $200.when the part was installed it was easier than anticipated so we reduced the labor to $155.00.Also Ms. [redacted]'s drivers window was not working, we estimated the repair for that would be$314 for the part and could be done while the interior door panel was removed for replacementof the door lock. Ms. [redacted] declined.While the vehicle sat in our shop waiting for the door lock we discovered a puddle oftransmission fluid under her vehicle. When Ms. [redacted] was told about the leak and she told usthat the TRANSMISSION was new she had just had it replaced in the last year. At that time wegraciously added transmission fluid and suggested she speak with the shop that had done thework because something was WRONG with the transmission.After the door lock was replaced and by all standards Ms. [redacted] seemed happy, she asked usto look the vehicle over, she had a burning smell coming from the engine area. When weopened the hood the first thing that needed replacement was the Hood shock ($61.00) whichholds the hood up. This is a safety issue, it is very dangerous for anyone trying to open andhold the hood up, (hurt head and fingers comes to mind.) The burning smell was her hood padwhich was laying on top of the engine and melting. We removed the hood pad at NO CHARGE.She also mentioned that the A/C was not working, we told her we would have to evacuate andthen full charge the system to determine if there was a leak/something broken and it would cost$250.00 Ms. [redacted] declined.While looking under the hood with Ms. [redacted] and a man (she described as her boyfriend) thatwas with her, our technician showed them both how the belt was loose and the belt tensionswas at the end of adjustment and the belt was working its way off the pulley. Our technicianestimated the repair at $950.00 and approx $300 more if a fan clutch bearing bracket need tobe installed, he would not know until the parts were removed. Ms. [redacted] and her friend could
see what the technician was talking about and they both thought it important to get the workdone so Burback Motors proceeded with the belt work.Attached you will find the work order as it was completed September 8, 2015. You will see thatbecause the extra parts were required Burback Motors accepted the amount originally agreedupon of $1400.00 and allowed Ms. [redacted] to take her vehicle and pay the balance later.September 21, 2015 Ms. [redacted] had her vehicle towed back into Burback Motors. The problemwas the vehicle would not go forward. It was the TRANSMISSION. As we had warned her andsuggested she contact the previous shop that replaced the transmission and tell them it wasleaking. Not sure Ms. [redacted] did this or not, but I did ask her who it was that did the work andshe told me [redacted] Auto on [redacted] Street. As a courtesy to Ms. [redacted] we called [redacted]'s Autoto see if they would be willing to look at her car and repair it it was then that the representativeof [redacted]'s told me the TRANSMISSION was not new it was a used no warranty transmission.With all that said1)We treat all of our customers equally, when a vehicle owner comes into our shop with avehicle that needs a lot of work we're very reluctant to proceed, repairs can easily tar surpassthe value of the vehicle. Mercedes benz does not care how much money a person has, theprice of the parts are the price of the parts. We have no say in the price of parts.2) When a vehicle has a transmission Issue we are reluctant to proceed. Transmission repairdone correctly can FAR exceed the price of a car. Where a customer tells us that their vehiclehas a NEW transmission, (Which is one of the most expensive things one can repair on aMercedes) we believe them. When the new transmission leaks, we recommend the owner takeit back to where it was replaced. Note: We work very closely with a transmission shop whoALWAYS warranties their work. AND we did NOT tell Ms. [redacted] its would be $50 to fix thetransmission!!!!!3) Ms. [redacted] mentions many times in her letter that she did not know labor was additional. I donot know how she thinks things work but YES we do charge labor. WE are always very clearover the phone parts prices and labor prices.4) The vehicle has a transmission problem, Burback motors did not work on the transmission,Ms. [redacted] said it was new. Burback Motors repaired the door lock (which still works),the DriveBett (which still works) and ADDED Transmission fluid with a warning of something being wrongwith the Transmission.5) Burback Motors does not have a "Personal Tow truck driver''6) April 7, 2016 Ms. [redacted] walked in Burback Motors with a proposal to BUY her brokenvehicle. We do not buy or sell vehicles. We repair vehicles. Everything Burback Motorsrepaired on Ms [redacted]'s vehicle works. The vehicle is worth Maximum of $500 if the car doesnot go forward, it means the TRANSMISSION is bad.7) Nine months after Burback Motors originally worked on Ms. [redacted]'s vehicle, June 10, 2016,Pam B[redacted] left a message with Ms. [redacted] stating Burback Motors will warranty any repairwe did to her vehicle but would not be responsible for the TRANSMISSION.8)Ms. [redacted] requested a meeting between herself, Her Mother and Pam, As a business ownerI wear many hats, I am very busy trying to run the business and keep customers happy andinformed. I offered Ms. [redacted] 1 Hour of time to rediscuss her issues. instead Ms.[redacted] andher mother stayed in my office for more than 3 hours as I was trying to help satisfied customers,order parts, give the customer on the phone a quality estimate for repairs they wished to havedone (the same quality time I gave to Ms. [redacted] when her vehicle was in our shop.)
9) Mike or Pam do not YELL and SCREAM at customers. Even when Ms. [redacted] has taken upso much of my valuable time I do not yell and scream. I offered $61 dollars refund for the Hoodshock if she would bring it in. After all this waste of time, I asked her why she wasn't taking thevehicle to [redacted]'s and asking for her money back. I have never received an answer for that.10) Burback Motors did not put her life in danger. The vehicle stalled (would not go forward)because the transmission BROKE. Burback Motors warned Ms. [redacted] that this could happenand to take it to [redacted]'s (As a note[redacted] give a fair amount of warning before theyleave a driver stranded.)11) Pam did not take any time to insult Ms. [redacted]'s vehicle. Just because a person inherits avehicle does not mean it comes with NO repairs. As I explained in the beginning, MERCEDESBENZ is an expensive vehicle whether one receives it for free or gets it for a DEAL! I Ms.[redacted] is/was sentimentally attached (her words) to the vehicle. Burback Motors has been inbusiness repairing Hundreds of Mercedes Benz over the years. We have seen all types ofowners/customers. Some choose to hear what they want to hear. This Is the case with Ms.[redacted].12) Ms. [redacted]'s last words to Burback Motors was ''fine I will ruin you on social media, and Iam good with letters and I will ruin your business and put you on 82nd Street where you belong''So, here we are. I have taken the day off work to write a response, this response will nowwaste your time to read. Ms. [redacted] will still have a broken vehicle. Burback Motors has andwill always stand behind their repairs. Had any of our repairs been Ms. [redacted] problem wewould have gladly repaired what was wrong and we would not be here today. Ms. [redacted]'svehicle has a Transmission problem, we did not repair the transmission.Thank you for allowing my rebuttal, Sorry to have it be so long but I had to respond to all Ms.[redacted]'s issues. ·Sincerely,Burback Motors.
**Attachments redacted by Revdex.com staff**