Carmine's Import Service

Carmine’s
Import Service
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The RevDex.com
Complaint ID
***
To Whom It
May Concern,
Customer
brought in his Volkswagen Beetle with over 279k miles stating that the
diesel injection pump on his vehicle was leakingCustomer stated that he
replaced a hose on itCustomer asked for us to diagnose the leakOur
technician found that the vehicle had a major fuel leak from the fuel pumpWe
recommended re-sealing the leaking fuel pump with updated seal kit and
retesting as the first step in resolving the problemAlso recommended
replacing the fuel filter, bleeding the system, add fuel treatment and check
run abilityCustomer approved these stepsVehicle was still having run
ability issues so we asked the customer if he wanted us to continue
troubleshootingCustomer approved additional troubleshooting and we did the
followingChecked fuel injection pump timing, checked fuel pressure, checked
fuel lines, checked solenoid valves, checked vacuum supply, checked air mass
sensor, checked for excessive carbon build upWe also tested the turbo to find
it had a broken waste gate and the bolts were loose for the mounting to the
engine exhaust manifoldWe recommended replacing the turboWe informed the
customer and he declined and instead he requested for us to tighten the turbo
We tightened the turbo to be tighter than it was but the waste gate was still
broken which was causing the turbo to not create boost and the vehicle was
returning boost control codesWe also found that the vehicle had existing glow
system issues unrelated to this problem
Customer
also stated that the vehicle had no heatTechnician checked and found that the
heater core was faultyWe recommended replacing the heater core and performing
an A/C serviceDue to the major fuel leaks we also recommended replacing the
upper and lower cooling hoses, thermostat and perform coolant system service
The customer declined these repairs along with other repairs needed in order to
operate this vehicle legally and safely on a North Carolina roadway such as
faulty control arm bushings and ball jointsThere was also other cooling system concerns which we halted work on after his approval so he could spend the money on the troubleshooting of the vehicle so no money was wasted on the leaky coolant until the engine concerns were addressed We were very upfront with this gentlemenCustomer advised us that he would be
driving to Florida and we advised against it.
Our company is always willing to help the consumer and want everyone to
be satisfied when they leave. But we
also want our customers to take responsibility for their vehicles and
understand that a vehicle with 279k miles is going to require repairs and
cannot hold another party responsible for their car repair bills. It is simply not fair. We need to know at this point what Mr***
thinks is fair and how he will come up with a monetary figure to make him happy
to resolve this issue. All we did is
simply charge for our time to troubleshoot his vehicleMr*** is a nice
man. I simply think we just did not
explain to him well enough and there was a miss-communication somewhereWe spent
a lot more time than he was charged to himThe shop absorbed most of the labor
involvedBut we are not an ordinary repair shop. We are very transparent and like to help our
customersWe are also an ASE certified facility and a Bosch Authorized Service
center and hold an A+ Revdex.com ratingWe will use this feedback from Mr*** to
improve our customer service and explanation procedures

Dear Sir,
In order to resolve this issue we are willing to write you a check in the amount of $This is the sum of the items that you felt were not necessary to fix the problem your vehicle was brought in forAgain we are sorry you feel this wayWe still believe that all of the work performed and the recommendations made were necessary in trying to fix your vehicleWe stand by our diagnosis, repairs made and further recommendations that were given to youHowever, in order to put this issue to bed we will meet your monetary requirementsIf you accept these terms we can write a check and mail it to you as soon as possibleRegards,
Carmine's Import Service

From: *** *** [mailto:***] Sent: Monday, April 20, 1:PMTo: *** ***Subject: Complaint # ***Please see attachment.This is what I feel should be refundedfor additional trouble shooting: After the leak was fixed and no further work done on the car, it should have run as it had come into the shopThis should not have been needed for fixing the leakAs once again this should have run after the fix of the leakFilter seal BG Diesel Fuel SYS Clean this was done once before four line up on the attachmentFuel filter Return VThere should have been no need to do all this additional trouble shooting for fixing the leak.All of these Items should not have to been replaced for the issue at handEven the Fuel filter should not have been touchedBut I will pay for that as it was coming dueI have changed this fuel filter times myself and have never had to replace these items.The car ran except for the fuel leak coming inthe car has a inspection that is current, no I cannot drive the car due to the way it came out of the repair shop.*** ***

Dear Sir or Madam: We are writing in response to Complaint ID # ***Carmine’s Import Service takes all customer complaints seriously and we do our best to resolve all legitimate complaints. Unfortunately, there are times and circumstances where customers have unrealistic expectations
and demandsWe believe this is one of those cases. The Customer’s vehicle with respect to this complaint is a Porsche 924sThe Vehicle is therefore approximately years old and needs substantial work to bring the vehicle into better conditionThe customer however is sensitive to bills for maintenance and repairs with respect to this older vehicle. Most recently the vehicle was noted with a defective reference sensor and a bad wiring harnessReference sensors known to be defective were replaced but those still functioning (although old) were not replaced to save the customer money. We tightened loose pins on the current wiring harness.The vehicle’s wiring harness however needs to be replaced but is not generally available due to the age of the vehicle unless sourced as a used partThis would be an expensive repairThe Customer has been advised of this matter on numerous occasions but has declined to replace the bad wiring harness due to costThe customer has also declined other recommend services and parts for this vehicle. In an effort to attempt to assist the Customer with his aged vehicle, we have advised him on several occasions as to how he can adjust the wiring harness at the connector to start the vehicle when it demonstrates problems. We have spent countless hours on the telephone with the Customer in an effort to assist himFurthermore, one of our staff members personally drove to the customer’s home to demonstrate how to start the vehicle and adjust the wiring harnessAgain, this is only a temporary solution for an aged vehicle that needs significant maintenance and repairAs we have expressed to the customer both verbally and in writing, the customer’s vehicle will not likely run consistently and satisfactory until the defective and aged wiring harness is replaced. Finally, the customer in this matter alleges that “paint on the hood” has been damagedWe can find no evidence of any of our technicians damaging the vehicle while in our possessionFurthermore the alleged damage to the hood was reported to us several weeks after leaving our shopWe are aware that the car has been recently towed by the customer on several occasionsIt is our assertion that any damage to the hood was caused either by the customer or another third party. In summary, we dispute the Customers complaint in its entirety. Respectfully, Carmine’s Import Service

[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:
Regards,
*** *** I do not find this acceptable as I was out of a vehicle for days and the vehicle was returned unusableSince then I have had to go out and borrow the money and purchase another vehicleThe main issue is the car was not returned in a usable conditionthe fixing of the leak should not have manifested into all of the problems carmine has encounteredI was never offered a loaner vehicle and days is an excessive time to work on a vehicle for the work necessary to fix the leakadditional troubleshooting should not have been necessaryThe car should have been drivable after the leak was correctedthe fuel pumping timing was correct when the car was taken into the shop or I would have never gotten it thereI have had to cancel vacation and plans due to this in convinceI had to take off from work to go purchase another vehicleThis visit to Carmines has set me back a lot of time and money