Chase Auto Finance

In response to the complaint from *** ***. Since most of our customers set up appointments by phone it is habit to say the customer called to set up a appointment. Since I deal with so many people on the phone and coming into our business it is hard to remember which customer set their appointment up by phone or in person. I don't appreciate being called liars here. We have a very reputable business and that came from being honest with our customers. Since so many repairs shops have ripped people off, we always strive in being honest with our customers. I am in the process of trying to receive our phone records to see if this customer did in deed call our shop and cancel his appointment. I don't understand what this customer wants from us. We did exactly what he asked for. I can only speak for what I witnessed and what our employees said that happened. Regardless of if the transmission lines leaking was verbably said or not, we had a time restriction to get his vehicle finished. While a mechanic is working on a vehicle, he will make notes if he sees other things wrong and that is what our mechanic did.*** ***
Genuine Mechanics Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]First of all I didn't call them to make the appointment on the phone as they stated I went directly to their office and talked to the receptionist face to face.So they started off with another lie.They told me when I picked the vehicle up they would have to cut the cable to get the spare down and never mentioned a safety release, I was never told about the transmission lines leaking I only found out about it when I read the receipt closer when I got home.Which is when I called to ask if they fixed the leak and was told it was only a recommendation so I told him to cancel my appointment for Monday the 15th and hung up on him because I was disgusted with their shoddy work and communication skills.They are good liars though
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] You did nothing I asked... my spare tire was still unable to be used after I picked my truck up, the leak I brought it in for is still there and the fan settings do not work on 1 or 2 yet so for $344.45 what did you fix? not one thing I brought it in for. You have been nothing but argumentative through this process with sending in your attachments that proved nothing and making statements like I called when I was right there in front of you giving you details about what I needed fixed. Did you think when I said my #1 priority was my spare tire issue that I was joking and didn't really want it fixed? My receipt says you found left front axle seal leaking and transmission line leaking so you needed to replace both axle seals and not fix the transmission line leak? When I said in my last reply shoddy work well that would be it. Why did the right axle seal that wasn't leaking need replacing but the transmission line leak not get fixed or even brought to my attention? I feel like I got ripped off when you charge me $172 to replace the right axle seal that's not leaking and I didn't even bring it in for that. And yes when I got home and read the receipt I called and asked him if he fixed the transmission line leak (that I only learned about because I read it) he said no that was only a recommendation. That's when I told him to cancel my appointment for that Monday and hung up on him. You haven't offered anything to make this right, how can you charge someone that much money and not fix what I brought it in for? That is not how a respectable business is run.
Regards,
[redacted]

0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);" align="LEFT">This is in response to the letter I received about the complaint from [redacted].  On December 11, 2014 [redacted] brought his 2003 Chevrolet Silverado in to be looked at.  When he called for his appointment, he stated three things he wanted us to to look at.  He stated that the #1 and #2 setting on his fan were inoperable.  He asked if we could get his spare tire loose or put it in the vehicle if we got it loose.  He also stated he had an oil leak on the driver's side.  I have a copy of our schedule stating his complaints when he scheduled his appointment.  The complaints were written in the order that the customer stated them to me on the phone.  Our technician diagnosed his blower settings and found the blower resistor module had a internal fault.  It is a common problem on GM vehicles of this year range.  Two technicians looked at his spare tire.  They found the cable releases abut the safety lock does not.  The tire was able to be loosened.  The cable does come down but there is a safety mechanism that won't allow the spare tire to come down completely.  The safety mechanism is rusted tight so it will not release the spare tire.  Cutting the cable would do nothing because the latch needs to be mechanically released.  This problem with the cable and safety mechanism can be found anywhere on the Internet or you tube showing the same problem as on [redacted]s vehicle.  The technician looked for a leak on the driver's side of the vehicle as the customer stated.  There was no oil leak found.  The technician found the left front axle seal leaking and also noted on the right front side that the transmission cooler lines were leaking.  After the technician looked at his vehicle he then told our service writer what he had found.  Our service writer contacted [redacted] and told him what we found on his vehicle.  We were not able to get all the parts that morning.  Some parts have to be ordered and there was a time limit on this vehicle due to the fact [redacted] needed his vehicle back by one in the afternoon.  He elected to have the axle seals done and wanted his spare tire taken off at that time.  Due to the time restriction, we were unable to perform all the work on his vehicle.  There was no phone call made to the customer when it was finished because the customer was waiting here and the technician finished the job at 12:32.  We iscussed with [redacted] what needed to be done yet on his vehicle and he rescheduled for Monday, December 15, 2014 and [redacted] never showed up for his appointment.  The charges that [redacted] paid for were for his parts and labor for having his axle seals replaced and for diagnosing his vehicle.  [redacted] stated in his complaint to you that were didn't fix one thing that it was brought in for.  We did fix the leak that was found on the left front.  It was not an oil leak like the customer stated.  I was differential fluid leaking from the left front axle seal.  We also diagnosed everything that the vehicle came in for.  I am also sending a copy of his repair order.  [redacted] stated in his complaint that "How on earth is leaking transmission line a recommendation?" The technicians are only allowed to diagnose the problems that the customer requested.  If the technicians see other issues on the customer's vehicle, we make recommendations to the customer.  I will be sending seperate emails with copies of things.  Please feel free to contact me with questions.
[redacted]Genuine Mechanic's Inc.**SEE ATTACHED DOCUMENTS**