Carver's Liberty Service Center

9/4/Dear Revdex.com,
I have received your letter for review and have recognized the special attention that this complaint needsI'm hoping
to solve all matters to more than just a satisfactory understandingCustomer referrals are so important for a successful businessI am taking this complaint very seriousI'm hoping this was just a breakdown of communicationI would like to resolve all issues to keep the customerI have gathered all available information and have forward for your reviewThe customer was towed in at approximately 10AM on 8/14/The customer had asked if we could work on the vehicle that dayWe were able to accommodate the customer's requestThe customer waited, at our facility, for the whole duration of the repairThe vehicle was pushed into the garage bay closest to the waiting roomA clear visual view could be performed between vehicle and the customer, at all times, The vehicle was a *** *** with approximately 340,milesWe diagnosed the vehicle, as stated; the vehicle was in need of an ignition distributor and a tune upThe customer agreed only to the distributor replacementWe researched for a replacement part and had challengesThe vehicle application can have several different types of ignition distributorsWe ordered a remanufacture distributor (part #1) (prefix 31-xxxxx) and tried to install itThe part appeared to be a physical match but would not start the vehicleWe had to order another part (part #2); this part was “new”, not remanufactured (prefix 84-xxxxx)We had the same issue, with this part as wellAs the saying says, “things come in three's"We ordered a third “new” distributor (part#3) (prefix 84-xxxxx) and it was a successThe vehicle started immediatelyWe charged no additional time for these challengesWe did not charge for diagnostic time eitherAt your request, I have attached all parts invoices for purchasesEach invoice shows the following, List prices (which is the customer price), times, dates, part #s, Parts Company, year, and etcThe new part that was installed was the least expensiveThe part number prefix of 84-xxxxx refers to a new part, not a rebuilt partA prefix of 31-xxxxx refers to a rebuilt partThe customer indeed received a brand new distributor (p/n ***); the part was never used nor remanufacturedI do apologize for the invoice not being correctThe customer's invoice has the right part number but says “rebuilt"I believe the mix up was from ordering so many parts; it was not done intentionallyI have updated the invoice for the customer and changed the wording to "NEW distributor.” I have attached more pages to better verify that the part is new (MyPlaceForparts and part application)The vehicle was completed by that afternoon.We always provide customer access to all old replacement partsSaving the parts for customer's to review is a standard practice we performIf requested, we would gladly give the old part to the customerIn this case, the customer never asked for the old partThis was the reasoning for the warrantee disclaimer; the vehicle is in dire need of a tune up (ignition components)The most common distributor failures are from * faulty and or worn out ignition componentsSome of these major items are spark plugs and Ignition spark plug wiresIf they are worn out, the distributor spark will find the closes path to groundIn other words, the customer's new distributor will fail by being shocked by its own sparkThe parts company will not warrantee a distributor if this particular thing happensIf this happens, the part cannot be return for any type of refundThe parts store requires us to provide a customer receipt with a tune up performed, at the time, the distributor is returned defectiveThe tune up service could be performed by any reputable Auto Technician or business, not just our facilityAll we needed was a reasonable receiptWe even wrote down on a separate piece of paper the parts that she neededThis was done so the customer had different tune up optionsAt no time did we use any such terms, such as, you must use our facility exclusively, - - The customer had budget restraints and we do sympathizeIf the worse scenario happens, I'm somewhat confident that we could explain the issue to the parts company and have the part replacement covered to some extent, if not allLet's hope we don't have that warrantee issue
I have no idea where the customer's "small metal item" isEvery interior area of this car was filled with boxes and bagsWe are talking about a lot of itemsTo the point, were you could not have a passenger sit anywhere in the car, not the front nor the backseats; the only door accessible was the driver's doorThe customer was in and out of the vehicle constantlyThe customer was removing items from the carThen the customer would proceed to spread the boxes and bags of items all around the show room waiting areaLater on, during this process, the customer asked us about, what I thought was, “a missing paper receipt" for her brother, not a small metal item (still unknown)Our reply is "we have not touched any items in your vehicle"The customer replied, “Maybe I put it into another box or bag"Nothing more was said, I can defiantly tell you, we do not have any such item's that belongs to the customerI'm hoping that the item got lost under a car seat, box, bag or someone else misplaced itI know my employees very well and we have never had any issues of that kindThe entire daytime crew; has been working together for a decadeThey are all encouraged to communicate with customers on a daily bases; we are known as the friendly neighborhood gas service stationWe are a close family of workers, on and off the jobWe do not take items out of people's vehicles without consent, periodIn conclusion, I'm very regretful that the customer's experience was not to their standardsWe have learned from this situationI believe this will make us a better company going forward.I'm hoping my letter give's the customer a better understanding of the events that occurredI have enclosed an updated customer receipt stating that a new part was installed and removed the tune up warrantee disclaimerI appreciate every customer that supports us and hope we can service your vehicle in the future,
Sincerely,
Herb C