Calvert's Express Auto Service & Tire

[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: [redacted] I am rejecting this response because:Mr [redacted] , My wife and I both asked for the Monroematic Strutts on the carMy conversation was with the receptionist the day before the installShe indicated no problem, we can install them on Saturday She also quoted us the price of 89.99Per strut plus installationWHEN MY WIFE DROPPED OFF THE CARE SHE ASKED FOR THE MONROEMATIC STRUTTS THAT ARE ADVERTISED IN YOUR ADD.Secondly why after we both asked for the Monroematics did your company install the Sensa-TracsNobody authorized this.Thirdly why wasn't my car realigned after the defective Strutt was replacedWas I suppose to TELL your mechanics and your Shop manager HOW to do this work I thought they were professionals I paid for an alignment when the Struts were installedI was told that it had to be done.WHY WASN'T THE CAR REALLIGNED??? Also why did Calverts try to sell me Rotors at a peiceThey did not need to be replaced.WHY DID IT TAKE FOUR TIMES IN CALVERTS TO GET THE JOB DONE CORRECTLY??Mr [redacted] It is these questions you keep avoiding.Mr [redacted] based on your offers to repair my car and based on the list of complaints I have read, I would be a fool to allow any Calverts to work on my carIt would end up costing me money, time and aggravationIf you want to make your customers happy try thisTry delivering what they ask forIn this case My wife and I both asked for Monroematic Strutts THIS IS WHAT WE WANTED INSTALLED ON THE CARI SHOULD NOT HAVE TO BRING IT BACK FOR THE 5TH TIME TO GET MONROEMATICS INSTALLEDCALVERTS YOU SHOULD HAVE INSTALLED WHAT WE ASKED FOR CORRECTLY THE FIRST TIMEI learned my lesson, go to the Revdex.com firstMr [redacted] maybe you should read the Revdex.com about Calverts it is quite interesting.Mr [redacted] You indicated in your last response "We have offered Mr [redacted] a number of additional options to try to satisfy him, including refunding the difference between the Sensatracs and the MonroeMatics" GREAT, THIS IS EXACTLY WHAT I ASKED FOR FROM THE BEGINNING CREDIT MY CREDIT CARD: BUT I AM NOT ALLOWING CALVERTS TO WORK ON MY CAR Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I [redacted] will accept the offer from Calvert’s Express Auto Service to warranty NEW front brakes and rotors and if possible I would like to have a different technician Regards, [redacted]

[redacted] brought her car to the shop because her brakes were grinding. After fixing the grinding brakes as well as during a test drive, the technician made note that Ms. [redacted] 's differential was leaking badly and making a grinding noise. We then talked to Ms. [redacted] about her rear... differential and she shrugged it off as if she had already known about it. When Ms. [redacted] left the shop she then called the corporate office and stated her car was no longer drivable because of the grinding noise. I contacted Ms. [redacted] and stated, "We will tow you car to the shop. If your grinding noise has something to do with the brakes I installed, I will pay for tow. But, if the problem is unrelated to the brakes, you will be responsible for the tow." Ms. [redacted] stated that she agreed and that it was fair. Once getting the car back in the shop, we identified the grinding noise is indeed coming from the rear differential. Ms. [redacted] has since abandoned her vehicle at the shop and we waived the storage fees for her to pick her vehicle up. This rear differential has nothing to do with the services and repairs Calvert's Express performed. Our warranty clearly states in paragraph two that that we do not cover towing: "...Warranty does not include tires, towing, gas, any compensation for lost work, vehicle rental, oil, oil filter, freon, antifreeze or other incidentals or special consequential nor will it pay you for your time..." We were willing to pay for the tow in the event that the work completed was the cause of the issue. Because it was not, Ms. [redacted] is responsible for the cost of the tow.Respectfully, [redacted] **District ManagerCalvert's Express Auto Service & Tire

Ms*** has received her wheel lock key within the
last weeks the issue has been resolved.We are unclear as to why we received a rejection. If Ms***'s issue is truly unresolved, please have her contact me directly.Gary C*** **District Manager

Dear Revdex.com,
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Ms***
brought her Ford Taurus to our Hampton location after calling this store
to get a price on getting her rear struts replacedOur technician pulled the
car in to the shop to begin the repairThe technician quickly saw that not only
were the rear struts in need of replacement, both rear springs were broken as
well and would need to be replacedOur Shop Manager informed Ms*** of
the additional parts needed to complete the repairMs
***
stated that she did not have the funds needed to complete the repair and
negotiated with our manager, who ultimately agreed to let Ms*** bring
her own parts and we would just charge her for the labor to install themMs. *** brought us the parts and we began
again with the repairOn this Taurus, the rear sway bar links are bolted
directly to the rear struts and often become seized to the struts over time,
especially if they are the original links that have never been replacedThis
was unfortunately the case with Ms
***'s
vehicle and so she agreed to purchase the links from us for an additional cost
of $The work was completed that day and Ms*** paid for the
repairs and picked up her vehicleMs*** returned to our Hampton
location the next week complaining of a vibration when brakingOur technician
diagnosed the cause as worn brake drumsMs*** was not happy that there
would be a charge for this new repair since she had not noticed this issue until
after we had replaced her strutsOur manager explained to Ms*** that
prior to the strut repair, with both the rear struts blown and the rear springs
broken there was so much bouncing, popping and vibration going on in the rear
that there would be no way you could feel some brake vibration as wellOur
manager offered to replace the drums at a discounted rate ($160.00) as a
customer satisfaction gesture but Ms*** declined, stating she had no
further money for repairsI am sorry this customer is upset with us, but I
hope you agree as I do that we have gone out of our way to accommodate Ms
***, including letting her bring her own parts, something that most shops
would not allowOur offer to replace the drums at a discounted rate still stands
in case Ms*** changes her mind
Sincerely,
*** ***, General Manager, Calvert's Express Auto Service and Tire

When Mr*** came back to the Wornall shop, his complaint was pulsation when braking The shop manager test drove the van and determined that there was pulsation when engaging the brakes Pulsation when braking is caused by a warped brake drum and we recommended replacing his rear
brake drum It is not possible to observe a warp this when looking at the rear brake drum because you cannot see a warp with the naked eye A bad axle would cause pulsation all the time The parts installed on Mr***'s van are covered under warranty as stated on his original invoice "...This warranty applies to the original purchaser and is not transferrable Warranty on new parts, excluding tires, and related labor is one (1) year or 12,miles whichever occurs first from the original date of purchase…” We would be happy to warranty any covered defective part

Please provide receipt/record of service for the repairs completed by *** ***

I feel that no reimbursement or compensation is due to *** ***When
she call and talked to Jeff and authorized the throttle body repair, Ms***
said that she would be there the next day to pick up the vehicleThe vehicle
then sat on our property for weeksWe called Ms*** several times
throughout those weeks with no responseWhen Ms*** finally contacted us
about her vehicle we indicated that there was a storage fee of $350, but if she
picked it up that day we would waive the storage feeTwo days later she finally
came to pick up her vehicleWhen she arrived at our shop she told the manager
that she only had $to pay for the vehicle when the bill was $Our
manager helped her with the pricing and lowered the bill to $as well as
waiving the storage fees
The fact that *** *** left her vehicle at our shop for weeks
after the repairs were completed tells me that she was not too
concerned about the rental car she was in and we will not be held liable for
rental car fees that we did not authorizeWe will stand by and honor all
warranties on parts and workmanship for the repairs that were done on her
vehicle
I strongly feel that this information should result in this case being
closed as resolved
If you need any further information regarding this case please let me know,
Brian ***
###-###-####

As stated in our previous response, there was no work done on the vehicle that involved or was related to the power steering belt The shop performed an oil change and replaced transmission cooler lines/hoses to resolve a transmission leak Mr*** had not reported any failure or defect with the service and repair listed on his invoice Had Mr*** returned to Calvert's Express with any issue with the service and/or repairs performed, the shop would have honored our warranty and would still, should an issue arise Additionally, even though the power steering belt is a new issue, had he returned to the shop, they would have worked with him to resolved the issue in the most cost effective way possible.Respectfully,Tina ***Calvert's Express Auto Service & Tire

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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:First and foremost we were never informed that the Sensa-Trac Struts were going be installed on the carWhy would anyone install $per strut on a eleven year old car, when they can install each strut for plus labor as advertised.Secondly, I cant trust your company to deliver what you sayI was quoted and it was agreed upon to have Monroematic Struts installed, but someone at your company decided to take it upon theirselves to install Sensa-trac Struts at nearly twice the price.Thirdly I had the Rear brakes replaced by one of your honest competitorsThey indicated that the Rotors you tried to sell me did not need to be replaced.Why after the strut was replaced the second time, the car was not realigned????times in your shop to get the Job done correctly does not inspire confidence in your companyIn regards to your ending comment, the demands have not changed, they have been the same since our first conversationYou owe me $( not in the form of poor service ) but in a cash refund.My goal in the future is to let as many people know about your company's unethical business practices
Mr*** based on the amount of complaints the Revdex.com has received., your
response does not surprise meThe only mistake I made is, I should have
checked your Revdex.com rating and read all the complaints about your
business before taking my car to your Calverts
Regards,
*** ***

Please provide a copy of the receipt/record of service completed by *** ***

Ms*** complaint is that she
did not the grand total for the repair to be performed, although she signed the
estimate stating she approved the repair and the final invoiceThe total amount of the
repair for brake pads and brake rotors was $ She is stating that when she
approved the total, she thought we were going to do all of that work
for $3.62. We took her complaint seriously and attempted to make this right in
her eyes, even though we do have supporting documentation on our end I agreed to
install the same brake pads on the other axle for no charge valuing $
part and labor which is what she asked for in the beginningOnce receiving the release we required her to sign in order to complete the additional $in parts and labor, she demanded her money backI disagreed with this as I have her signature
approving the original repairShe then demanded brake pads and brake rotors as
well as changing our legal releaseAgain, I disagreed as the premium brake pad
job I was offered to do was out of pure goodwill as there is no supporting evidence
that we did anything wrong that day at the shop.My offer to install the same brake pads on the other axle for no charge valuing $part and labor still stands provided she signs a release with the original verbiage she was sent This offer is valid until 08/25/2016.If Ms*** chooses to accept this offer, I will send her an updated agreement to sign and will schedule the work upon receiving the signed document back from her.Respectfully,*** *** IIDistrict Manager, ***'s Express Auto Service & Tire

For clarification:Even after the previous message I have had no luck with contacting the customer I feel this matter should be discussed directly with the customerI feel the best course of communication would be for Mr*** to contact me directly when he has some time to speak I have provided my cell phone number and will make sure any attempts at contact will be answered I will await his phone call.Thank you.Dave G*** District Manager - Calvert's Express Auto Service & Tire

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I have reviewed Ms***'s complaint and related documents with MrCalvert. He has authorized a one time payment of $to Ms*** in resolution of this complaint.If Ms*** accepts this offer, I will send her a Confidential Settlement and Release document to completed.I will need her e-mail address to send the document and her mailing address to send the funds.Upon the return of the document, a check will be issued and mailed to Ms***

Please note, this case has been resolved with Calvert's. Thank you kindly.*** ***

The repairs performed on Mr***'s vehicle were
needed. The hope was that the blend door
actuator would solve his problem, getting power to the blend door actuator is
the only way of telling if anything else is working. The hope was also that all additional parts were working properly, unfortunately they were not. We are still willing to work with Mr*** to solving his problem. The repairs we performed were necessary. Unfortunately we just could not
tell what else was need until we fixed the actuator. In comparison, if your battery is not working on your car, I
can't tell you if your alternator or starter work until we fix the
battery. Mr*** was informed of this when the initial repair was performed. He needs additional repairs now that the actuator has power.Again, we are happy to work with Mr*** to resolve his ongoing issues.Respectfully, Bob ***, District Manager

[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:The response was that attempts have been made to call meI don't know whether that is a true statement but I have been in contact with MrG*** prior to my complaint filed with the Revdex.com and he has never stated that he has tried to contact me to actually speak with meI surely wouldn't deliberately reject phone calls from him because I would like my complaint to come to a resolutionI don't recall any unknown phone calls but I will answer all phone calls from here on out
Regards,
Mike ***

Revdex.com,Mr*** called and requested a phone quote on
struts for his Chrysler Sebring. He
was quoted $plus labor per strut.
He dropped the vehicle off. It
was determined that the rear struts were ok and we submitted a price for
SensaTrac Front Struts and an
Alignment totaling $plus tax which his
wife authorized. When the job was completed
Mr*** came in paid the bill and left.
At a later date is was determined that one of the Struts was defective
so he returned to have it replaced at that time he was saying that he was not aware
that the rear struts had not been replaced and he received SensaTrac struts not
Monroematics
Mr*** and I spoke about the situation, and I
offered to replace the rear struts for labor only and we would leave the front
Sensatrac Struts on his car, the cost would be the same as what he originally
thought he was paying, he declined
We have also offered:
1. Remove the
SensaTrac Struts replace with Monroematics and refund the difference, he
declined
2. Offered him and
in shop credit for $to put toward any future work on any car, he
declined
3. Do the brake
work on his daughters car, which totals $free of charge, he declined
I feel we have done everything to resolve Mr***
complaint but the demands seems to keep changing. The work we performed was explained to the
customer and authorized, the bill was paid and now he says he doesn't
understand what he was given
Any and all of our offers are still available. -*** *** (District Manager)