Calvert's Express Auto Service & Tire

Dear Revdex.com,
We did a
tune up and a wiper motor at the customer’s request. The lower radiator hose was leaking as well and
we repaired that at no charge
The wiper
motor was not diagnosed by us, the customer had requested it. When she brought the car back we
diagnosed
the switch at no charge to her when it is usually a $diagnostic fee.
As far as
the damage to her vehicle, we documented on our paperwork that she had front end
damage prior to service If she would
like to buy a grill we will install it for her but we are not responsible for doing
the damage
Thank you,
Robert R**
(District Manager)

Dear Revdex.com:I have investigated Mr
***' complaint personally and it seems to boil down to a case of bad
communicationMr*** originally wanted Calvert's Express to install a
set of entry level Monro matic struts on his vehicle and that is what we quoted
him on the phone. Once Mr***
arrived at our *** *** location, or manager informed this customer of his
options as far as the struts available for his vehicle and it was our manager's
understanding that Mr*** wanted to upgrade to the better level of struts
from Monroe, Sensa trac strutsThese struts are the top of the line struts offered
by Monroe and are generally considered to be a factory or better quality
strut. We then installed these
Sensa trac struts on this customer's vehicle then reset the alignmentWe are willing to take
full responsibility for this communications mix up and make it 100% right with
Mr***That would involve Mr*** bringing his vehicle back to
our *** *** (or any of our St .Louis area locations) and leaving his vehicle
for the dayWe will replace the struts we previously installed with new Monro
matic struts that Mr*** prefers, then reset the alignment and refund
him the $differenceThis will get him back to the parts and price he
was originally quotedI do apologize for this
misunderstanding and assure you that I have reviewed the Calvert's Express
company policies we have in place that eliminate these misunderstandings with
all of my managers at this locationMr*** is welcome to call me at any
time to set up this work at a location and day of his choosing so that we can
make this repair right and re-earn his trust in my companyThank you again for
the opportunity to correct this situation.
Sincerely,
*** ***PresidentCalvert'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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

*** *** brought her car to the shop because her
brakes were grindingAfter fixing the grinding brakes as well as during a test drive, the
technician made note that Ms***'s differential was leaking badly and making a
grinding noiseWe then talked to Ms*** about her rear
differential and
she shrugged it off as if she had already known about itWhen Ms***
left the shop she then called the corporate office and stated her car was no
longer drivable because of the grinding noiseI contacted Ms*** and stated, "We will tow you
car to the shopIf 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*** stated that she agreed and that it was fairOnce getting the car back in the shop, we identified the grinding noise is
indeed coming from the rear differentialMs*** 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 performedOur 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*** is responsible for the cost of the tow.Respectfully,*** *** **District ManagerCalvert'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:MR***, with all do respect , this was not a case of misunderstandingCalverts was informed and knew that we wanted Monroe-matic struts installed. This was clearly communicated when the vehicle was dropped off.And also the day before when we spoke to ***.Nobody advised us that Sensa-trac struts were being installed until after the fact.It seems that Calverts Story changes with every response through the Revdex.com.I will not allow Calverts to perform any more work on my car.I wouldn't let you guys Flush My ToiletMr *** why was I told my rotors needed to be replaced on my rear brakes??? Your competitor who perform the brake repair did not try to sell us new rotors at $75.00 a peice.They turned the Rotors. (turning the rotors is not a new concept We did not ask Calverts to look at the brakes.Why did it take times to get the Strut job done correctly( well partially correct you guys did not realign the car after the strut failed ,and wrong Struts installed on car)Why did your Revdex.com rating change from a " C" to "No Rating" Why would I want to take the my car back for the 5th time??? Are you KIDDING ME.Your proposed settlement is a JOKE.If you want to make me happy refund my money. If not fine.I WILL CONTINUE TO ADVISE FRIENDS, NEIGHBORS AND CO-WORKERS & the MISSOURI ATTORNEY GENERAL , WHAT CALVERTS IS ALL ABOUTGOOD LUCK, WITH THIS TYPE OF BUSINESS MODEL
Regards,
*** ***

Ms*** has spoken with Mr*** She was sent a Release and Settlement Agreement to sign regarding refunding $ We have received her signed copy and a refund to her Visa card will be processed within hours

On 06/19/17, Mr*** brought his Honda Accord into
our shop asking for an alignment and stating that the vehicle was pulling to
the right We pulled the vehicle in and checked his suspension Everything was
tight but the front tires were completely worn with no tread
We recommended
replacing the tires and aligning the vehicle which he approved. The next day, 06/20/17, he returned complaining
the vehicle was still pulling to the right and stated that he thought it might be his brakes. Our technician took the vehicle on a test drive and the pull seemed to
happen when braking, Upon further inspection, the alignment checked ok, but the
left front brake caliper was not working which caused the vehicle to pull to
the right when braking. We recommended
repairs and Mr*** approved this repair
On 06/28/17, Mr*** returned still complaining of a
pull to the right, the brakes were working properly Mr*** then informed us that a Non-Calvert's shop or individual had installed a upper control
arm on the right front of his vehicle.
Upon further inspection, it was discovered that the individual had
installed a left front upper control arm on the right side of the vehicle. We repaired the vehicle, charging Mr***
for the part and installed it free of charge
Each time a customer comes to our store and request a
service we try and gather as much information as possible on why they feel they need the
service If a customer does not provide complete information, we work off
what information we have. I feel
supremely confident that if we had known up front of the other repairs, Mr
*** still would have returned complaining of a brake pull I believe we have gone above and beyond what our warranty provides for and it is unfortunate that Mr*** does not agree.Bob ***District ManagerCalvert'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.I *** *** 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,
*** ***

Mr*** brought his vehicle to us because he
was having trouble with his
heating systemAfter some diagnosis and electrical
testing we determined that the blend door actuator was bad because it had power
going to it but no power coming from itAfter we replace the actuator and
restored proper power to the system, we found that the door still would not
openThere was no way that we could see if there was another issue without
taking out the heater box which is about a hour labor jobWe advised Mr
*** that there is still an issue with his heating system and explained to him
that we now have power coming from the actuator but the door won't openThe
next step in this process is to remove the heater box and see what is causing
the other problemMr*** declined to go further with the repair and said he
would bring the vehicle back at a later dateI don't feel that a refund is in
order here since the part we tested was bad, and would be needed anyway to get
his heating system working againWe did offer to give Mr*** a discounted
rate to proceed further with the repair and he declinedWe will still be
willing to give Mr*** a discounted price to remove the heater box and fix
his other issue, so please let him know that we will work with him on pricing
to get him back on the road with heat
Brian ***
###-###-####

Dear Revdex.com,
I am asking
that you void this complaintThe manager at our *** location made a point
to show Ms*** that it was very evident the black covering for her key had
been previously repairedThis covering does not affect the performance of her
key in any wayDue to
the actions of Ms*** towards our office manager we
are not offering any customer satisfaction reimbursement in this case either
Again, the key was damaged prior to her visit with us and I am asking that you
do not damage our reputation because of this incident
Sincerely,
*** ***, General Manager, Calvert's Express Auto Service

[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:
It would have been nice to have known this as I would have already done so I thought there would be a check mailed to my home I will go to that location on 7/15/for the refund, I hope that your location is aware of thisI will be glad to get this all behind me! 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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:The car was pulling to the right all of the time not just while brakingIt didn't need brake calipers and a hose because it continued to pull after new brake parts were put onI paid for unnecessary work.I request an arbitration.
Regards,
*** ***

What is the mailing address that I can send the records/documents of service to Revdex.com? I cannot scan and attach via email, therefore I am more than happy to mail it to youJust send me your address via email.thank you kindly,*** ***

I am rejecting the response from Calverts because if they had fix my car in a timely matter I would have not had to pay $1,for a rental to get back and fourth to workYes I did go to the shop in person to grab some things out of my carWhile doing so Jeff (first time meeting him) approach me and ask when will I be coming to get my car towed to the *** dealership since they couldn't fix itI stated in notI also said you guys told me you could fix it and now you are saying that your system can't go any further than early 2000sHe apologize and said he would call when he figured something outLater that day I believe while at work I received missed calls from himI called back he said he fixed itIt was the distributorI said greatHe said it was bad news followedIt would be a total of $ to get my car backJeff never ask was the price ok before he began labor on my carI told Jeff let me see if I can come up with the money by ThursdayUnfortunately I couldn't because I owed on the rental I was driving to get back and fourth to workI got my car out on July 28thThey started the car and I test drove it with a Calverts driver with me it drove goodI stopped at the quick trip for fuel turn my car off and it would not start back upI contacted Calverts and he said he would seen someone to see what happenedThey took mins to arrived and he said that the guy told him my starter was bad(They knew my car would die at this point) turns out it was the batteryI had to come up with money for a battery at this pointThey knew something was still wrong at this point and fail to fill me inI'm not happy with my service and feel like my car will break down at any momentI have glue on on pieces under my hoodBecause they just fumble around with my carI feel like I deserve some reimbursement for everything I have went through with Calverts and the future problemsI do thank Jeff for finding the problem that should have been looked several weeks ago at first
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 Calvert Express is a place of business, who provides services to the customerThis company does not acknowledge or wish to solve the issue of even a small repair that was done while in the hands of the businessMy story will be shared to everyone I know and of course shared to everyone they know and so onI will not allow anyone I know to do business with this company due to the lack of accepting responsibility and poor needs of the customerI do know mistakes happenIt would have been justified knowing this company stands in customer loyaltyAs a long time customer, sadly it has come to an endOf couse I was upset this company broke my key to my car and haven't given a simple apology atleast but has made accusations against meI did no wrong but the staff and company as a whole has yet another dissatisfied former customer.
Regards,
*** ***

Dear Revdex.com,
I did a
follat the store, to make sure I had my information right. During that conversation with the employees at the location
Mr*** visited, *** the Office Manager told me that both Mrand Mrs
*** had been to the store to bring the vehicle by. She then suggested to both that they wait
until we checked the car out to confirm that the Monroe Matic Struts were available. They agreed to wait, After inspecting the
vehicle, *** the Manager brought both Mrand Mrs*** out to show them
the car, and confirmed the price and type of repairs we would be performing. So we did make them aware of the repair and the
price before they left the shop. Somehow
that fact was not brought to light previously by the consumer

[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]
When I took them my truck, the problem was my heat wasn't getting hotThey rerouted my blower's to were I have to put my heat on defrost to blow out the frontIt wasn't doing that when I took it to themThey had my truck in different days, promised me a free oil change for my troubles and all that I have is a truck blowing cold airComplaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear Revdex.com,
I spoke with Mr*** today and he will signing his
Title to the car over to us in lew of paying the bill
Thank you, *** *** (District Manager, Calvert's Express Auto Service & Tire)

Dear Revdex.com,Unfortunately, there is not much we can do for Ms
***. I have tried to send her to
another store, she refused. Her vehicle
was disabled and the shop manager did everything he could to help her out. She was charged for the parts with no
labor. My offer still
stands with taking it to another of our
StLouis area shops so that we may check it out check it out and see what it
needs. However we are respectfully
declining to refund the customer.Thank you
*** *** (District Manager, Calvert’s Express Auto Service
& Tire

I talked to Mr *** on January he explained that
when he brought his car in the window was not working properly and he wanted us
to confirm that it needed to be replaced.
He also admitted that he had know intention of having us repair his car
only wanted us to confirm what he
thought was a bad motor and regulator Additionally, he said he wasn't looking for anything in return
just upset that know one returned his call on the initial complaint. Mr*** felt that we should have
known it wasn't going to last and should have told him when it would stop
working
I apologized to Mr*** about the lack of response
from our Company and apologized that he had to return to have the door panel
reinstalled I explained that there was absolutely know way we could tell him how long his
window was going to work continue to work. I followed up
with the Shop Manager and the technician that worked on his vehicle and they both said the window was not working at
all when Mr*** brought he vehicle to the shop. He brought a vehicle in that had a
part that was not working or working poorly and we confirmed that and based on
that I feel the $charge Mr*** is not due a refund.
Sincerely
Robert ***