Calvert's Express Auto Service & Tire

Ms*** brought her vehicle in on
June 30, The vehicle was running poorly and had a radiator leak After the technician assessed her vehicle, the Shop Manager told her about the radiator leak and she authorized the recommended repair At that time, we
told her once the
radiator leak was fixed, we would need to do more testing to
see why it was running poorly The Shop Manager made numerous attempts to contact Ms*** She did not answering when he called and we were unable to leave a voicemail as the pre-recorded message on her phone stated her mailbox was full On July 18th, our Service Manager Jeff spoke to ***
*** about the issue with her vehicle running poorly He told her we had determined she had a faulty distributor which was causing her vehicle to running poorly Jeff told
her the price for the repair would be $+tax for the distributor and
the labor to install it *** agreed to and authorized the additional repair and was
extremely pleased that we found the problem She said she would pick up the
vehicle the next day (the 19th of July) Between July 19th and 26th, we had
very little contact with *** and made several attempts to reach her via telephone Again, she did not answering when we called and we were unable to leave a voicemail as the pre-recorded message on her phone still stated her mailbox was full On July 26th, Ms*** contact the shop and said she would be in on July 27th to pick up the
vehicle. Ms*** had accumulated several days of storage fees which we agreed to waive provided she pick up her car on the 27th as promised She did not pick up her vehicle until today, July 28th We did still waive the accumulated storage fees Had we been able to speak Ms*** during each of the large gaps of time where could not reach her, the vehicle would have been completed in just a few days Calvert's Express never completes work on a vehicle without first obtaining authorization from out customer We are happy to say that Ms***'s repairs are complete and she left the shop satisfied with the work we performed.Feel free to contact me if any additional information is needed.Tina ***Calvert's Express Auto Service & Tire

To clarify, it is my daughter who has been scammed by Calvert's Auto She is a minor, years of age, still living at homeShe has been sadly taken advantage of by this sloppy "fix" job that Calvert's did, which cost her $1,+ just to put glue to seal the transmission and oil
leaks different times Like I mentioned in the original complaint that I sent out for my daughter, this only made the problem worse and did not fix the initial problem

[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:Mr*** , 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 *** It is these questions you keep avoiding.Mr
*** 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*** maybe you should read the Revdex.com about Calverts it is quite interesting.Mr*** You indicated in your last response "We have offered Mr*** 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,
*** ***

Dear Revdex.com,
After
investigating
Mr***’s complaint I found, that his oil leak is coming from the camshaft end
plugThe camshaft end plug is located behind the camshaft pulley inside the
timing cover. This is not a part of the
engine we altered while repairing the customer’s vehicleAlthough we made Mr***
a deal in good faith, to fix it for just around $this four times lower
the retail rate as he has been a long term customer of ours
Please let
me know if any additional information is needed
*** ***
II
District
Manager

While I apologize to Ms *** for any inconvenience we
caused her husband, at know time did we
or could we control how long any repair will take. We try hard to accommodate our customers but
circumstance can dictate how long any repair may take to complete. The repair(s) they are
complaining about were complete at no charge to this customer. While I agree
whether they were charged or not we should have done a better and cleaner job
of it, when they returned we took care
of all their complaints, cleaned the vehicle, repaired the dash and light and
checked the runability problem
At know time have we shied away from our responsibility My Manager and Myself spent the afternoon trying to contact Ms *** to let
her know the vehicle was finished. At no time did she return my call
At this time, I am willing to offer Ms *** a in-shop
credit for $or free oil changes for their inconvenience but a full refund
is out of the question. The complaint is in regard to services that were done for free
Sincerely
Robert ***

Ms*** has turned this complaint over to the State of Missouri Attorney General Office Therefore, any response to her will be submitted through the Attorney General.Lisa C***

I had know choice but to leave vehicle there because I did not have the full amountYes reimburstment for my rental because Calverts did not know what was wrong with my car and told me to leave there until they didweeks in a rental I have paper work when neededI'm not able to keep going back and fourth with Calverts over there unprofessional labor
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I have spoken to the district manager responsible for the location Ms*** visited He has spoken with the shop manager and the technician who completed the repairs on her vehicle I can assure you that the work was performed on her vehicle for which she was invoiced I do
apologize that Ms*** felt our staff spoke to her in a rude manner In order for a technician to determine the cause of a noise, he has to hear it When she brought her vehicle back to us, the technician did not observe anything wrong with her brake pads or rotors.We would be more than happy to warranty all of the parts that we replaced to satisfy Ms*** if she would be satisfied with thatMs*** has a lifetime warranty on her brake pads and a month or 12,mile warranty on her brake rotors

Dear Revdex.com, I am sorry Ms*** is
upset with our shop and I assure you we do care about her issues. I happened to be at this shop when the
customer returned. I listened to her
issues and then asked if I could have some time to research and investigate
this issue. She
agreed to this and left
I researched the options that were
available as front brakes on her Ford Escape I found that there was only one option for
front brakes on her vehicle and that was the brake pad that we had previously
installed at our facility This was
verified by Ford. I called Ms***
the next day and explained this issue I
also informed her that the brake part number the other shop had installed on
her Escape was designed for a Dodge Caravan I offered to recheck her vehicle and see if
our pads were indeed not correct but she declined my offer Ms*** was only interested in getting
money back from us I reached out to the
owner of the company to see what we could offer Ms*** to placate her and
he authorized a refund of $as a customer satisfaction issueThis offer still stands
for Ms***
Sincerely, *** ***,
General Manager, Calvert's Express Auto Service

The shop replaced the pig tail
with one purchased from the Dealer and retested the system and determined his
problem was the "On Board Computer (PCM).
The shop recommended he return to the Dealer for further diagnostics. I have tried to contact the customer on a
couple of occasions
but have yet to speak with him. Based on my conversations with *** *** (District Manager) and
*** *** (Shop Manager) this complaint was filed with the Revdex.com prior to us
working on his car the second time
I will try and contact this customer again and if there
is any change I will call you, if not it appears to have been resolved
Thank you,
*** ***District Manager, Calvert's Express Auto Service and 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: ***
I am rejecting this response because:I did have front end damage to the vehicle upon arrival to the shopBut it was only to the bumper cover and the driver's side head lightMy grill was not brokeI have pictures to show that the damage to my bumper and headlight are not consistent with the damage to my grillI went to them and asked for a diagnostic on the truckUsually, when you get a diagnostic they have a list of things that need repair and ask me what I want them to doI previously had a diagnostic done at another Calvert's location and they told me that I needed a windshield wiper motorI could not afford the work at that timeI have paperwork stating thisAt the Jennings location they gave me no paperwork stating what I needed done after their diagnostic checkNor did they mention a radiator hose leak and this is the first time I've heard this myselfNow my truck is running hot within min of driving and it was not doing that beforeI am not doing this to try to get over on these people I just want what was messed up fixed.
Regards,
*** ***

Ms*** brought her vehicle to our Fairview
Heights location for an oil changeOur technician walked out to her car to
pull it in our shop but had an issue when her key fob came apart in his hand
when he started her vehicleWe attempted to repair the fob and made Ms***
aware of the issue
when she picked up her vehicleMs*** became very upset
and insisted we pay for it since it happened at our placeOur manager tried to
explain that there was nothing done by the technician that caused the fob
failure but she did not agree and became even more upsetFinally our manager gave her her oil change for free Additionally he offered to buy her a new fob just to get her out of the shop as she was making
quite a sceneI spoke with Ms*** after this occurred and also had no luck
explaining that we were not responsibleI ended up offering Ms*** a free
oil change on her car ($value) to cover the cost of replacing the fob
($40.00) and reprogramming ($27.00)Ms*** declined my offer and insisted
we replace her key fob At that time, I was not aware the shop manager had not charged her for her initial oil changeWe ordered her a new key fob and I had no issue paying
for the reprogramming but I was made aware by our office manager that Ms***
had already received a free oil changeAt this point we
have went way overboard in our pursuit to make Ms*** happy and are not
interested in doing anything else for herI feel Ms*** has taken advantage
of our generosity and I am actually stunned that she still has a complaint with
how we handled thisTo recap: Her key fob came apart when we tried to start her
vehicle
Cost of
key and reprogramming = $
Cost of
synthetic oil change she received for free = $
Cost of
key fob we purchased and gave to her = $40.00 So Ms*** has received $in products and services from us to cover her $key fobAt this point we have overpaid Ms*** by $ In lieu of returning that $owed from Ms*** all I
ask is that you VOID this complaint due to its COMPLETE lack of merit. Sincerely, *** ***General Manager, Calverts Express Auto Service and 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 as Assumed Answered]
Complaint: ***
I am rejecting this response because: I believe I was offered a in store credit, which I also reject due to the fact of neglect on my vehicle! I could never trust service with them again! I'm asking for the Labor cost of to solve this issue a one time reimbursement! Not much more than the in store credit and as long as this has gone on, I feel even stronger of wanting the amount of labor cost! *** ***

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Complaint: ***
I am rejecting this response because: We were further referred to *** *** to resolve our issue to get the entire transmission replaced Currently *** is in the process of ordering the specific transmission needed for *** ***'s car We do have a response and record of examination of what *** *** saw when they looked at the Dodge Intrepid They, as well as ***, think all the gluing that was used to seal the transmission leaks on *** ***'s car made matters worse, not better I can personally hand the documentation to Calvert's of what ***, and *** *** documented myselfI currently do not have a scanner to scan this infointo the computer as an attachment, nor have I ever done this before Both *** and *** ***, said the same response of Calvert's just doing a big "glue job on the car As soon as I get documentation of the completed work done at ***, which, most likely won't be completed for another week or so, then I can provide that as well For now, Calvert's has not agreed to refunding the money to my daughter Once all the documentation from *** is complete along with the new transmission install, I will be more than happy to give the records, along with photo's of the bad job that was done at Calvert's If this does not resolve peacefully, we have a nice attorney friend who will be glad to take them to the small claims court to get justice served It is sad that Calvert's cannot be honest in their dealings with others They could have at least referred her elsewhere since they obviously are not qualified for the transmission job The $that *** *** gave to Calvert's could likewise have been put to a transmission installation, which was what was needed all along Not a sloppy glue/sealant job by Calvert's.
Regards,
*** ***

Calvert's Express apologizes for any inconvenience your wait time at our shop may have caused you In leak repairs, it is not uncommon to repair the initial leak, then have additional leaks appear as the system is repressurizedThe next leak in the system is then repaired and the system is
repressurized again Because of this, the time to repair a leak can become quite lengthly In reviewing the repairs listed on your invoice and speaking with the staff at the shop, the District Manager, *** *** **, determined that there was no work done that involved or was related to your power steering belt Again, we apologize for the longer than expected wait time to repair your transmission leak We also apologized that the fluid top off you paid for was not completed properly We would like to offer you a voucher for a free oil change and top off that can be used at any Calvert's Express location If that is acceptable to you, the voucher is sent via e-mail and will be valid for days Please provide your e-mail address and the voucher will be issued upon its receipt.Respectfully,Tina ***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: ***
I am rejecting this response because:That's not what they called and told methey did not say they had to cut then offThe man said it happen to break so I'm seeing two stories here and should of been notified that they could possibly breakNow they are saying they cut them offI'm still dissatisfied and feel I should get a refund on the sway bar replacement
Regards,
*** ***

Ms*** called and ask for a quote for replacing her
catalytic converters. Our telephone quote was $795.00. At that timewe have not physically seen Ms***'s vehicle.
A few days later she arrived asking that we install the converters
stating the vehicle was not
running right.
Mike ask if she would like us to confirm the converters were bad to
which she agreed. We confirmed the codes
in her PCM were for a bad converter. We
replaced the converters and her vehicle was still running poorly, after further
diagnostic it was thought she had bad injectors so we replaced them free of
charge to see if it would solve her problem, it did not. At that time we did a compression check on
her cylinders and determined that she had low compression in one of her
cylinders and she need a new engine
Ms *** ask us to replace her converters and confirm
they were bad, at no time did she ask us to diagnose a runability
problem. The vehicle did not run
properly when she dropped it off and a clogged converter can cause that issue,
you do not know until you replace the converters
We have been upfront with Ms *** on everything,
documenting all of our findings on her paperwork and having her sign off on
it. We replace injectors and a
serpentine belt tensioner free of charge and she agreed to releasing us from
any further obligation
At this time I do not feel a refund is appropriate.Bob R**District ManagerCalvert's Express Auto Service & Tirem

Dear Revdex.com,
To verify all details of the claim and complaint, I called
our supplier from which we received the original part to see if the gasket we
had provided to the customer came with all components to replace the gasket as
well, including O ring gaskets. I was
told by our
supplier that all parts are included. I then spoke to the technician that did the
repair on Mr***’ vehicle. He
assured me that all gaskets were replaced; however he did not clean the excess
oil from the spark plugs. When Mr
*** returned, we explained that fact to him, removed his spark plugs,
cleaned them and then asked that he drive it and let us know if that solved his
issue. He has yet to call or return
At this time we have tried to assist Mr*** in fixing
his vehicle though he has chosen not to call or return to one of our
stores. Our commitment is to fix any and
all customer issues, not refund money on a gasket that was, in fact installed
*** *** (DM)

[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 although the refund was issued to me on this complaint's behalf, my car still isn't running and I am considering pursuing a lawsuit against this company I have been unable to drive to work for going on three weeks now and my car now just sits in my driveway. I have decided to consult legal means in this matter
Regards,
*** ***