Calvert's Express Auto Service & Tire

Dear Revdex.com,
","sans-serif">Christine
[redacted] brought her Chrysler PT cruiser with 129,miles into our [redacted] location for an oil change on November 5th That is the only record
we have of her at any of our Calvert's Express Auto Service centersHer
accusation of us damaging her vehicle is just not trueIf we would have
stripped out the drain plug then how did the plug stay in place since last
November? Unfortunately her vehicle along with most vehicles built in the last
years came with an aluminum oil pan in an effort to shed weightThe bad
thing about the aluminum oil pans is that they have a tendency to crack and to
wear out the drain plug threads due to aluminum not being nearly as strong and
durable as the steel oil pan that it replacedI am truly sorry [redacted] is
upset with us and I really believe she thinks we damaged her oil pan but the
facts do not support her claimAs I told [redacted] there is a reason her
aluminum oil pan is in stock everywhereThat reason is that they are in demand
and replaced quite oftenWe offered [redacted] 20% off the needed repair and
that offer still stands
Sincerely,
[redacted], General Manager, Calvert's Express Auto Service

I had know choice but to leave vehicle there because I did not have the full amount. Yes reimburstment for my rental because Calverts did not know what was wrong with my car and told me to leave there until they did. 3 weeks in a rental . I have paper work when needed. I'm not able to keep going back and fourth with Calverts over there unprofessional labor 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because Calvert Express is a place of business, who provides services to the customer. This company does not acknowledge or wish to solve the issue of even a small repair that was done while in the hands of the business. My story will be shared to everyone I know and of course shared to everyone they know and so on. I will not allow anyone I know to do business with this company due to the lack of accepting responsibility and poor needs of the customer. I do know mistakes happen. It would have been justified knowing this company stands in customer loyalty. As a long time customer, sadly it has come to an end. Of couse I was upset this company broke my key to my car and haven't given a simple apology atleast but has made false accusations against me. I did no wrong but the staff and company as a whole has yet another dissatisfied former customer. 
Regards,
[redacted]

I spoke to Ms. [redacted] on the phone and after speaking to her, she agreed that she would bring the vehicle back to the shop and respond to the Revdex.com that that she would do so.  We still have not seen the vehicle. We would be more than happy check over the work, Ms. [redacted] just needs to bring it...

back at her convenience.   Please have Ms. [redacted] to call me to discuss [redacted].  We have a one year or 12,000 mile warranty (whichever comes first) on all parts and labor.  We do not want Ms. [redacted] to be dissatisfied. 
Sincerely
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Some time ago I filed complaint #[redacted] and was assured that there would be a refund. As to date, there has not been a refund from this company.  I would like to see a refund.
Regards,
[redacted]

On 06/19/17,  Mr. [redacted] brought his 1998 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. [redacted] approved this repair.
On 06/28/17, Mr. [redacted] returned still complaining of a
pull to the right, the brakes were working properly.  Mr. [redacted] 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. [redacted]
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.
[redacted] 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. [redacted] does not agree.Bob [redacted]District ManagerCalvert's Express Auto Service & Tire

Dear Revdex.com:
     [redacted]
had her 1997 Chevrolet Lumina with 155,386 miles towed to our Calverts Express
Auto Service location on [redacted] on February 25, 2015. The right front ball
joint had came apart, causing the right side drive axle to separate as well,
making the...

vehicle undriveable. We put a floor jack under the right side and
pushed it into our shop. We informed Ms. [redacted] about the two parts that needed
replaced and gave her a price of $465.00. Ms. [redacted] indicated that she only had
$400.00 so the manager agreed to complete the repair for $400.00.
The technician installed the two broken parts, then
lifted the car on our rack since it was now possible, to check over the rest of
the vehicle. The technician also found that the left front wheel bearing was
loose, and that the steering rack was loose as well. We told Ms. [redacted] about our
findings and she became upset that we couldn't diagnose these other issues
prior to our repair. We explained to her that we couldn't lift or drive the
vehicle prior to replacing the two broken parts so there was no way of knowing
the condition of the rest of her car. The manager gave her a reduced price on
the second repair in an effort to appease her but she still was still upset.
This lowered the cost of this repair from $320.00 to $260.00. The manager then
called me and asked me what we could do for her. I talked to Ms. [redacted] and finally
agreed to do the second repair for our cost ($184.00). Ms. [redacted] agreed to this,
we completed these repairs and she paid and left. We have not heard from her
again prior to this complaint. I reached out to Ms. [redacted] to see if she would
return to our shop so that we could diagnose her new issue but she declined. I
honestly don t know what else we could have done for this customer to resolve
this. Our offer still stands if Ms. [redacted] has a change of heart.
Sincerely, [redacted], General Manager, Calverts Express
Auto Service and Tire

Dear Revdex.com, Ms. [redacted] will need to return to our [redacted] location with her credit card for us to issue her a refund. Sorry for the misunderstanding. Sincerely, [redacted]

Dear Revdex.com:I have investigated Mr.
[redacted]' complaint personally and it seems to boil down to a case of bad
communication... Mr. [redacted] 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. [redacted]
arrived at our [redacted] 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. [redacted] wanted to upgrade to the better level of struts
from Monroe, Sensa trac struts. These 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 alignment. We are willing to take
full responsibility for this communications mix up and make it 100% right with
Mr. [redacted]. That would involve Mr. [redacted] bringing his vehicle back to
our [redacted] (or any of our St .Louis area locations) and leaving his vehicle
for the day. We will replace the struts we previously installed with new Monro
matic struts that Mr. [redacted] prefers, then reset the alignment and refund
him the $176.00 difference. This will get him back to the parts and price he
was originally quoted. I 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 location. Mr. [redacted] 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 company. Thank you again for
the opportunity to correct this situation.     
                     
                     
                       
                    Sincerely,  
                     
                     
                     
         [redacted]PresidentCalvert's Express Auto
Service and Tire                  
                     
                     
                     
 
###-###-####

Calvert's Express performed work on my 2009 Dodge Journey and neglected to tighten bolts on my calipers resulting in a bolt flying off while traveling 2hrs. from home! I have asked for labor cost back in the amount of 307.00! they have offered a in store credit in the amount of 200.00 However I will...

not be taking my vehicle back to them! Sincerely [redacted]/ [redacted]

I have tried to contact Ms. [redacted] are couple of occasions,
to no avail.  My intent has been to offer her a refund of what she spent at Calvert's Express Auto Service & Tire.  I am not willing to refund what she spent at [redacted] Worm.  I am also prepared to offer Ms. [redacted] a free oil...

change in lieu of the refund.  Ms. [redacted] may select either the refund (must be processed via the same payment type as the original transaction) or the free oil change (a voucher will be e-mailed to her that is valid for 90 days) as they are very close in value.Respectfully,[redacted]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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

On 2-16-15 [redacted]
checked her vehicle in for service at our shop
located at [redacted] in Kansas City, Ks.  Ms. [redacted] stated
"My vehicle is leaking antifreeze and overheating" Upon our
inspection of the vehicle it was noted that there was no coolant in the car...

prior to service. Upon diagnosis we determined  her
vehicle needed a water pump and head
gasket. The customer chose to do a water pump repair but
declined the head gasket repair. The vehicle would not start after the water pump repair was performed due to the cylinders in the engine filling with coolant as a result of the head gasket having failed to keep the water out of the combustion chambers and hydro-locking the engine. Hydro-locking occurs when an engine has antifreeze leaking into the cylinders. The antifreeze will not explode as fuel does in the engine and will not pass through the exhaust since it is non-combustible and preventing the engine from turning over. This
condition was not present prior to the water pump replacement as it had no coolant in the system to hydro lock the
engine.  Although we
sympathize with Ms. [redacted]’s situation we should not be held accountable for
the cost of a new engine since we notified the customer of the head gasket
repair which she declined. Thank you for your time and attention, Sincerely,
[redacted], District Manager, Calvert's Express Auto Service and Tire.

I have reviewed Ms. [redacted]'s complaint and related documents with Mr. Calvert.  He has authorized a one time payment of $100.00 to Ms. [redacted] in resolution of this complaint.If Ms. [redacted] 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. [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

Dear Revdex.com,
After...

investigating
Mr. [redacted]’s complaint I found, that his oil leak is coming from the camshaft end
plug. The 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 vehicle. Although we made Mr. [redacted]
a deal in good faith, to fix it for just around $120.00 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.
 
[redacted]
II
District
Manager

[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 7/15/15 for the refund, I hope that your location is aware of this. I will be glad to get this all behind me!  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Revdex.com,We refunded Ms. [redacted] her diagnostic fee back this week.  This matter is now closed with the customer.Thank you.[redacted] (District Manager, Calvert's Express Auto Service & Tire)

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 $1,017 for a rental to get back and fourth to work. Yes I did go to the shop in person to grab some things out of my car. While doing so Jeff (first time meeting him) approach me and ask when will I be coming to get my car towed to the [redacted] dealership since they couldn't fix it. I stated in not. I 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 2000s. He apologize and said he would call when he figured something out. Later that day I believe while at work I received missed calls from him. I called back he said he fixed it. It was the distributor. I said great. He said it was bad news followed. It would be a total of $ 995.01 to get my car back. Jeff never ask was the price ok before he began labor on my car. I told Jeff let me see if I can come up with the money by  Thursday. Unfortunately I couldn't because I owed on the rental I was driving to get back and fourth to work. I got my car out on July 28th. They started the car and I test drove it with a Calverts driver with me it drove good. I stopped at the quick trip for fuel turn my car off and it would not start back up. I contacted Calverts and he said he would seen someone to see what happened. They took 30 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 battery. I had to come up with money for a battery at this point. They knew something was still wrong at this point and fail to fill me in. I'm not happy with my service and feel like my car will break down at any moment. I have glue on on pieces under my hood. Because they just fumble around with my car. I feel like I deserve some reimbursement for everything I have went through with Calverts and the future problems. I do thank Jeff for finding the problem that should have been looked several weeks ago at first.
Regards,
[redacted]

Ms. [redacted] brought her vehicle to our Fairview
Heights location for an oil change. Our 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 vehicle. We attempted to repair the fob and made Ms. [redacted]
aware of the issue...

when she picked up her vehicle. Ms. [redacted] became very upset
and insisted we pay for it since it happened at our place. Our 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 upset. Finally 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 scene. I spoke with Ms. [redacted] after this occurred and also had no luck
explaining that we were not responsible. I ended up offering Ms. [redacted] a free
oil change on her car ($65.00 value) to cover the cost of replacing the fob
($40.00) and reprogramming ($27.00). Ms. [redacted] 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 change. We 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. [redacted]
had already received a free oil change. At this point we
have went way overboard in our pursuit to make Ms. [redacted] happy and are not
interested in doing anything else for her. I feel Ms. [redacted] has taken advantage
of our generosity and I am actually stunned that she still has a complaint with
how we handled this. To recap: Her key fob came apart when we tried to start her
vehicle.
          Cost of
key and reprogramming = $67.00
          Cost of
synthetic oil change she received for free = $65.00
          Cost of
key fob we purchased and gave to her = $40.00 So Ms. [redacted] has received $107.00 in products and services from us to cover her $67.00 key fob. At this point we have overpaid Ms. [redacted] by $40.  In lieu of returning that $40.00 owed from Ms. [redacted] all I
ask is that you VOID this complaint due to its COMPLETE lack of merit. Sincerely, [redacted]General Manager, Calverts Express Auto Service and Tire