CarTech Tire & Auto

[redacted] I have received your letter of August 7th concerning a complaint from [redacted] *** *** *** I was on vacation when the [redacted] came in for the repair and did not return until the 11th I questioned my Service Advisor about the [redacted] Repair Order and the subsequent complaint of them noticing the security system not functioning properly after our replacement of the alternator and battery First of all we did not notice whether the security system was working or not when the technician was checking the car out for their complaint of the "Charging light" is on The tech performed the proper procedures for checking the charging system and battery and the replacement of the alternator and battery per [redacted] repair manual, which happens to be the same procedures for any battery and alternator replacement The only caution for their [redacted] was for the radio security code being lost in the radio if there was not a "Battery Saver" used while installing the battery, which we have and use on every battery replacement If the radio does lose the code, the tech just has to punch in the code into the radio - no big deal The [redacted] Repair manual does not mention any other systems other than the Navigation System code (if applicable) that may be affected with replacing the alternator or battery, again that code just has to be reprogramed into the Nav system - no big deal In order to diagnose and repair the security system for this car it has to be performed by a [redacted] HDS scan tool We have OE scan tools for Ford, [redacted] and [redacted] and have several generic scan tools for other brands The generic scan tools can get into most of the systems of most cars but not into every system So, sometimes the customer has to be recommended to go to the dealer to have a particular system checked and diagnosed We can do anything the dealer does for Fords, [redacted] and [redacted] /Jeeps We can also program the main [redacted] computers if needed, but we could not help with the security system issue No different than your Primary Care Physician can do for you He/she can help you with many health issues, but sometimes you have to go to a specialist The service advisor tried to explain to Mr [redacted] that he needed to go to the dealer for this concern and that he felt that we did not cause this problem with the security issue The service advisor now knows that if a problem like this ever happens again to tell the customer that if the Dealer will state in writing that something we did caused a problem that we will pay for the repair We have replaced hundreds of alternators and batteries in ***'s and nothing has ever happen on a security system You also have all of these DIY part stores (Advance, Autozone and O'Riellys to name a few) that install batteries for customers and they do not have problems with the security systems not working after installing them If they did they would stop installing batteries I was able to contact Mary [redacted] on the 13th about their concern She stated that they took the [redacted] in for a recall (earlier in the week) on the air bag system and they asked them about the security system She stated that the Dealer took care of the security system issue at No Charge She also stated that she should have waited in contacting the Revdex.com until she had taken the [redacted] into the dealer about the security issue They picked up the *** on Thursday the 6th and contacted Revdex.com the next day on Friday the 7th As far as I am concern this complaint has been resolved and Mary [redacted] is satisfied with the repair we did to her *** [redacted] Owner

*** ***I have received your letter of August 7th concerning a complaint from *** *** *** ***. I was on vacation when the *** came in for the repair and did not return until the 11th. I questioned my Service Advisorabout the *** Repair Order and the subsequent
complaint of them noticing the security system not functioning properly after our replacement of the alternator and battery. First of all we did not notice whether thesecurity system was working or not when the technician was checking the car out for their complaint of the "Charging light" is on. The tech performed the proper procedures for checking the charging system and batteryand the replacement of the alternator and battery per *** repair manual, which happens to be the same procedures for any battery and alternator replacement. The only caution for their *** was for the radio securitycode being lost in the radio if there was not a "Battery Saver" used while installing the battery, which we have and use on every battery replacement. If the radio does lose the code, the tech just has to punch in the codeinto the radio - no big deal. The *** Repair manual does not mention any other systems other than the Navigation System code (if applicable) that may be affected with replacing the alternator or battery, again thatcode just has to be reprogramed into the Nav system - no big deal. In order to diagnose and repair the security system for this car it has to be performed by a *** HDS scan tool. We have OE scan tools for Ford,** and *** and have several generic scan tools for other brands. The generic scan tools can get into most of the systems of most cars but not into every system. So, sometimes the customer hasto be recommended to go to the dealer to have a particular system checked and diagnosed. We can do anything the dealer does for Fords, ** and ***/Jeeps. We can also program the main ***computers if needed, but we could not help with the security system issue. No different than your Primary Care Physician can do for you. He/she can help you with many health issues, but sometimes youhave to go to a specialist. The service advisor tried to explain to Mr *** that he needed to go to the dealer for this concern and that he felt that we did not cause this problem with the security issue. The serviceadvisor now knows that if a problem like this ever happens again to tell the customer that if the Dealer will state in writing that something we did caused a problem that we will pay for the repair. We have replacedhundreds of alternators and batteries in ***'s and nothing has ever happen on a security system. You also have all of these DIY part stores (Advance, Autozone and O'Riellys to name a few) that installbatteries for customers and they do not have problems with the security systems not working after installing them. If they did they would stop installing batteries. I was able to contact Mary *** on the 13th about their concern. She stated that they took the *** in for a recall (earlier in the week) on the air bag system and they asked them about the security system. She stated that theDealer took care of the security system issue at No Charge. She also stated that she should have waited in contacting the Revdex.com until she had taken the *** into the dealer about the security issue. Theypicked up the *** on Thursday the 6th and contacted Revdex.com the next day on Friday the 7th. As far as I am concern this complaint has been resolved and Mary *** is satisfied with the repair we did to her***. *** ***Owner

*** ***I have received your letter of August 7th concerning a complaint from *** *** ***? ***.? I was on vacation when the *** came in for the repair and did not return until the 11th.? I questioned my Service Advisorabout the *** Repair Order and the subsequent
complaint of them noticing the security system not functioning properly after our replacement of the alternator and battery.? First of all we did not notice whether thesecurity system was working or not when the technician was checking the car out for their complaint of the "Charging light" is on.? The tech performed the proper procedures for checking the charging system and batteryand the replacement of the alternator and battery per *** repair manual, which happens to be the same procedures for any battery and alternator replacement.? The only caution for their *** was for the radio securitycode being lost in the radio if there was not a "Battery Saver" used while installing the battery, which we have and use on every battery replacement.? If the radio does lose the code, the tech just has to punch in the codeinto the radio - no big deal.? The *** Repair manual does not mention any other systems other than the Navigation System code (if applicable) ? that may be affected with replacing the alternator or battery, again thatcode just has to be? reprogramed into the Nav system - no big? deal.? ? In order to diagnose and repair the security system for this car it? has? to be performed by a *** HDS scan tool.? ? We have OE scan tools for Ford,** and *** and have several generic scan tools for other brands.? The? generic scan tools? can get into most of the systems? of most cars but not into every system.? So, sometimes the customer hasto be recommended to go to the dealer to have? a particular system checked and diagnosed.? We can do anything the dealer does for Fords, ** and ***/Jeeps.? ? We can also program the main ***computers if needed, but we could not help with the security system issue.? No different than your Primary Care Physician can do for you.? He/she can help you with many health issues, but sometimes youhave to go to a specialist.? The service advisor tried to explain to Mr *** that he needed to go to the dealer for this concern and that he felt that we did not cause this problem with the security issue.? The serviceadvisor now knows that if a problem like this ever happens again to tell the customer that if the Dealer will state in writing that something we did caused a problem that we will pay? for the repair.? We have replacedhundreds of alternators and batteries in ***'s and nothing has ever happen? on a security system.? You also have all of these DIY part stores (Advance, Autozone and O'Riellys to name a few) that installbatteries for customers and they do not have problems with the security systems not working after installing them.? If they did they would stop installing batteries.? ? I was able to contact Mary *** on the 13th? about their concern.? She stated that they? took the *** in for a recall (earlier in the week) on the air bag system and? they asked them? about the security system.? She stated that theDealer took care of the security system issue at No Charge.? She also stated that she should have waited in contacting the Revdex.com until she had taken the *** into the dealer about the security issue.? Theypicked up the ***? on Thursday? the 6th and contacted Revdex.com the next day? on Friday? the 7th.? As far as I am concern this complaint has been resolved and Mary *** is satisfied with the repair we did to her***.? *** ***Owner

[redacted]
I have received your letter of August 7th concerning a complaint from [redacted]...

[redacted].  I was on vacation when the [redacted] came in for the repair and did not return until the 11th.  I questioned my Service Advisor
about the [redacted] Repair Order and the subsequent complaint of them noticing the security system not functioning properly after our replacement of the alternator and battery.  First of all we did not notice whether the
security system was working or not when the technician was checking the car out for their complaint of the "Charging light" is on.  The tech performed the proper procedures for checking the charging system and battery
and the replacement of the alternator and battery per [redacted] repair manual, which happens to be the same procedures for any battery and alternator replacement.  The only caution for their [redacted] was for the radio security
code being lost in the radio if there was not a "Battery Saver" used while installing the battery, which we have and use on every battery replacement.  If the radio does lose the code, the tech just has to punch in the code
into the radio - no big deal.  The [redacted] Repair manual does not mention any other systems other than the Navigation System code (if applicable)  that may be affected with replacing the alternator or battery, again that
code just has to be reprogramed into the Nav system - no big deal.  In order to diagnose and repair the security system for this car it has to be performed by a [redacted] HDS scan tool.  We have OE scan tools for Ford,
** and [redacted] and have several generic scan tools for other brands.  The generic scan tools can get into most of the systems of most cars but not into every system.  So, sometimes the customer has
to be recommended to go to the dealer to have a particular system checked and diagnosed.  We can do anything the dealer does for Fords, ** and [redacted]/Jeeps.   We can also program the main [redacted]
computers if needed, but we could not help with the security system issue.  No different than your Primary Care Physician can do for you.  He/she can help you with many health issues, but sometimes you
have to go to a specialist.  The service advisor tried to explain to Mr [redacted] that he needed to go to the dealer for this concern and that he felt that we did not cause this problem with the security issue.  The service
advisor now knows that if a problem like this ever happens again to tell the customer that if the Dealer will state in writing that something we did caused a problem that we will pay  for the repair.  We have replaced
hundreds of alternators and batteries in [redacted]'s and nothing has ever happen on a security system.  You also have all of these DIY part stores (Advance, Autozone and O'Riellys to name a few) that install
batteries for customers and they do not have problems with the security systems not working after installing them.  If they did they would stop installing batteries. 
 
I was able to contact Mary [redacted] on the 13th about their concern.  She stated that they took the [redacted] in for a recall (earlier in the week) on the air bag system and they asked them about the security system.  She stated that the
Dealer took care of the security system issue at No Charge.  She also stated that she should have waited in contacting the Revdex.com until she had taken the [redacted] into the dealer about the security issue.  They
picked up the [redacted] on Thursday the 6th and contacted Revdex.com the next day on Friday the 7th.  As far as I am concern this complaint has been resolved and Mary [redacted] is satisfied with the repair we did to her
[redacted]. 
[redacted]
Owner

Review: The check charging system came on. Made an appointment. They replaced the alternator and battery. They did not know how to reset security system on [redacted]. Told me to take to a [redacted] Dealership for repair. They did not make any effort for compensation.Desired Settlement: Pay for this service performed at Pearson [redacted].

Business

Response:

[redacted]