Car X Muffler & Brake Shop

Initial Business Response /* (1000, 11, 2016/03/09) */
Mr[redacted] has been using our store for quite some time and is a good customer He came in on 12-23-to have his suspension repaired He had a component go out that caused work that was repaired almost 4,miles before to go out for
our good customer we were able to work with our vendors to help repair the suspension and still warranty out the parts that should not have been covered The Yukon with 128,miles also had a check engine light on with over six different codes Other repairs were needed and declined at this time All codes, repairs, and declines done were documented with a signed authorized by Mr[redacted] The check engine light that is on currently is for a completely different system then previously repaired All of the repairs performed carry a month 12,mile warranty The phone call made on the 23rd was to inform Mr[redacted] of the repairs needed and offer assistance assuming there must have been confusion after reading his complaint

I called and left the customer a message on her Daytime phone.? The noise that the customer had inquired about was very apparent and did not need to be test driven.? A used car inspection typically only takes around minutes to perform.? The part that the customer had put on was in
good working condition, it was the other idler pulley that was making the noise.? We quoted the price to repair the issue, and the customer declined to have the work done.? The customer can call me at? [redacted]? if they would like to discuss any further actions.?

I reached out to Mr. [redacted] the afternoon we received the complaint.  Mr. [redacted] and I scheduled a time for him to bring the vehicle in to review the repairs that had been performed.  I reminded him that all of our repairs come with a 12 month, 12,000 mile parts and labor warranty....

 He agreed to bring the vehicle in, and never showed for the appointment.  Car-X feels there is no need for any further actions.

[redacted] and I have reviewed all of his concerns and issues last week.  The vehicle has been repaired and delivered with no issues.  All of the concerns have been addressed and resolved per our conversation last week.

I called and left the customer a message on her Daytime phone.  The noise that the customer had inquired about was very apparent and did not need to be test driven.  A used car inspection typically only takes around 30 minutes to perform.  The part that the customer had put on was in...

good working condition, it was the other idler pulley that was making the noise.  We quoted the price to repair the issue, and the customer declined to have the work done.  The customer can call me at [redacted] if they would like to discuss any further actions.

Initial Business Response /* (1000, 11, 2016/03/09) */
Mr. [redacted] has been using our store for quite some time and is a good customer. He came in on 12-23-15 to have his suspension repaired. He had a component go out that caused work that was repaired almost 4,000 miles before to go out. for...

our good customer we were able to work with our vendors to help repair the suspension and still warranty out the parts that should not have been covered. The 08 Yukon with 128,992 miles also had a check engine light on with over six different codes. Other repairs were needed and declined at this time. All codes, repairs, and declines done were documented with a signed authorized by Mr. [redacted]. The check engine light that is on currently is for a completely different system then previously repaired. All of the repairs performed carry a 12 month 12,000 mile warranty. The phone call made on the 23rd was to inform Mr. [redacted] of the repairs needed and offer assistance assuming there must have been confusion after reading his complaint.

Complaint: [redacted]
I am rejecting this response because:
See attached.
Sincerely,
[redacted]

I checked all of the correspondence through my customer service manager and my district manager, we never received any information of an issue with a repair.  If we would have been informed of an issue or loss of trust in a particular shop, we would have made it easily available to have the repairs check at any one of our locations in the area.  However, it doesn't seem to be an issue with the repairs we performed but another issue.  Car-X warranty information states that all warranty work must be performed at our locations only.  Car-X still feels there is no basis for a refund.

[redacted] that is an unfortunate situation.  As stated on the warranty sheet,  the warranty is only valid at the original purchase location.  It is "not" nor does it state anywhere that it is a "National Warranty".  If you have the damaged tire or were able to get the damaged tire to...

any of our locations that we own, we would be happy to warranty the tire out at no charge, as stated on the warranty sheet.  Without the tire it would be impossible to validate a warranty claim.

Mrs. [redacted] came into our St. Charles Rock Road location on 3/28/2017 to have a oil change and inspections performed.  The oil change,safety, and emissions test were performed that day.  The vehicle had multiple engine codes present.  This caused the vehicle to fail the emissions...

portion of the inspection.  This was all documented and signed off on by the customer.  Mrs. [redacted] returned on 04/17/2017  to have the spark plugs and ignition wire set replaced.  We have not seen or heard from Mrs. [redacted] since the repairs were finished.  If there were any questions or concerns with the repairs done, we were not notified.  All of the repairs carry a minimum 12 month/ 12,000 mile warranty, parts and labor.  If Mrs. [redacted] would like to bring the vehicle in we would be more than happy to review any issues or concerns. Car-X feels there is no basis for a refund.   Any other questions please call.

11/02/17 (The mediator spoke to [redacted])  This CONS previously worked with a District Mgr.  I personally reached out to the CONS to offer my assistance.  The CONS' vehicle was a high-mileage car with many mechanical issues unrelated to the alleged damaged that is the subject of this complaint.  I invited the CONS to take her car to any of our locations and I would meet her to inspect the vehicle.  The CONS informed me that the car would not start or would start but would not run.  I invited the CONS to have the car towed to one of our locations.  She declined the offer.  I gave the CONS my contact information, but she has not contacted me since last summer.  Based on a review of the video tapes, we do not believe we did anything wrong or caused her wheel to come off of her car.  Even so, we were willing to inspect the car just to be certain.  We've tried to work with the CONS but she has been unresponsive.

10/27/17 1:33 PM  The mediator left a detailed VM message for the CONS, requesting a copy of the original repair invoice and an audio file of the messages left for her by the BUS.11/02/17 The mediator left a VM message for the CONS.11/09/17 The mediator left a VM message for the CONS.  The mediator also informed the CONS that she should respond to the mediator's VM messages within 7 days if she is still seeking the Revdex.com's assistance with this matter.11/17/17 The mediator left a VM message for the CONS.  The CONS has not responded to prior messages and the mediator is unable to proceed with efforts to resolve this dispute.

We have shopped the local market to find our pricing to be very competitive. All of the work performed does carry a 12 month, 12,000 mile warranty and no additional charge. The warranty that the customer purchased covers the part for the lifetime of the part and the labor for 4 year and 48,000...

miles. This additional warranty is fully refundable within the first 30 days if the customer does not want the additional coverage. We would extend the refund time to this customer to keep good relations. At this point we see no other reason for further reimbursement.

I have reached out to Mr. [redacted] and reviewed our warranty information and procedure policy.  However, I have reached out to our vendor to see if they could offer any assistance in Mr. [redacted]'s situation.  We have offered, and would be willing to refund Mr. [redacted] the difference of the extended policy that he purchased.  Unless the product vendor is able to offer any additional reimbursement Car-X feels there is no further action required.

Mrs. [redacted] had her 2009 Chevrolet  Aveo with 136507 miles on the odometer, towed in to have the converter checked.  The vehicle had multiple codes in the computer.  It also had multiple mechanical issues throughout the car.  This is all documented on the check out sheet and...

invoice # 20356. The air box snorkel was tore and causing the vehicle to run extremely rough. This was causing multiple codes.  The manager brought Mrs. [redacted] out and informed her that this is where we would have to start.  With that large of a vacuum leak it would trigger more codes than just the mass air flow sensor.  The customer authorized the repair and declined the rest.  Car-X feels there is no basis for a refund.

Complaint: [redacted]
I am rejecting this response because:
The mgr [redacted] knew my son lived in Knoxville and would take warrant issues there. He stated that they were taught in training that this was so.  Why won't they contact Continental on our behalf, under these circumstances?Sincerely,
[redacted]