Commercial Roofing Inc.

Well, we'll start off by stating some facts. Customer states he drove the car for one day, when, in fact, the original invoice was 7/1/17 and he returned 9 days later and approx. 100 miles later.  The vehicle is 17 years old, 128,000 miles.  It is impossible for a repair facility to see...

the future of a vehicle at this age.  The A/C work that we performed WAS necessary, plus we stated directly on the invoice at that time that we recommended charging the system to proper specifications and add dye for future leaks, if any.  We also stated that additional diagnosis and testing time may be required at additional charges.  He also stated he spent $600 on the A/C.  In fact, the total invoice including parts, material, supplies/fees and taxes was only $524.34.  Of this amount, $206.35 was for additional services (i.e. LOF, serpentine belt, and windshield wipers).  He was eventually asked him to leave the facility when he began to be belligerent calling our business practice and ethics undesirable things.  (There was another customer standing there who even commented that we always take good care of him.)  We try to give every consumer a positive experience, we are sorry that he feels his was not.  We have served the community for 37 years, have been awarded AAA Top Shop for four years in a row, earned the distinguished 2014 Revdex.com Torch Award for Business Ethics, plus we are the proud recipient of the 2015 Revdex.com International Torch Award for Business Ethics.  We look forward to continuing to serve our community for the years to come.

As we researched this incident we realized the vehicle and client name in our system was different then Mr. [redacted].  The vehicle was, in fact, in his mother's name, [redacted].  As requested, we not only performed a lube, oil and filter service, and wiper blade changes; but we also...

performed an electrical diagnostic process on the vehicle as the client's concern was the brake light on the dash was illuminated even after he changed the bulbs.  No facility can see into the future about how long it will take to diagnose an electrical issue. While testing, we observed the brake lights were not functioning properly and were still diagnosing the root issue when we requested the vehicle be kept overnight.  Our basic diagnostic fee is $99.00 which we did perform.  While we make every effort to complete every customer's vehicle timely, no facility can guarantee a completed time.  Yes, I did attend a class about appropriate times to "fire" a customer, which I, in fact, did because I felt Mr. [redacted] was rude and disrespectful.   [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

While I was test driving the vehicle on April 1st with the owner Dave in the car, I showed him that the car is still pulling and he claims it is the way of the road and put his hand on the steering wheel to straighten the car out. The Reason for me leaving with the vehicle is because I am frustrated with the service that Dave's has provided me. I called Dave's on April 2nd letting them know that the vehicle was still pulling and that the dealership will not work on the vehicle since Daves has adjusted the sub frame, because they do not want to be liable for any issues that can occur. This vehicle is my only form of transportation to work and school. The car has been to the shop for the same problem three times and I see no results at all. I will take the vehicle for another diagnosis at another shop, and see if the the repair was done properly and if there was a misdiagnosis by Dave's Car Care.

In response to Mr. [redacted] complaint, we did the initial testi ng as requested. We did a 5-gas analysis and smoke tested the evaporative system. Based on the results of these diagnostics (results attached) the EGR Valve was, in fact, inoperative and needed replacement in addition to...

the broken T-fitting. There would be no reason for us not to give him the breakdown of our estimate if requested. A copy of the estimate is attached.We video tape the activities in our facility and were able to go back to the video tape of when Mr. Holsinger came into our facility. All questions he asked were answered. We have included a copy of the video on the enclosed DVD. If you put tlus DVD in the computer, select the "[redacted]" folder and then select the [redacted].exe file. It should automatically play th e video. After watching the video, it should be noted that at no time did Mr. [redacted] request a detailed breakdown of the estimate which was, in fact, for $834.38 not for $1 ,000. The estimate is based on OEM parts. The labor hours are based on industry standards for the projected work to be performed. The industry's standard procedure to replace the fuel tank t-fitting does generally require the tank to be removed and reinstalled. As far as the EGR Valve is concerned, we NEVER lie about what needs to be done. Our technician tested the EGR with a vacuum pump and tested the EGR diaphragm, which failed. In addition, the EGR works off back pressure from the exhaust system. Based on that test, there was no change in the pintle movement indicating the EGR valve was bad, plus a potential blockage.Mr. [redacted] states he then performed the work himself based on the results of our diagnostic tests and was able to then pass emissions. We certainly earned the diagnostic fees for the tests performed.

This is a duplicate complaint of [redacted] & review submitted 12/3/16Ms. Andersen initially visited our facility on Sept 24, 2016 where we performed an oil change, tune-up and general inspection of the vehicle.  At the time we found a number of issues of which she was informed.  As a...

result, the fluids were flushed and the radiator cap was leaking so it was replaced. No further issues were found with the radiator at the time.  The vehicle a 2006 Town & Country – a ten year old vehicle. She returned on Dec 1, 2016, stating she had a coolant leak. Upon inspection, the radiator side tank had cracked. The customer replaced the radiator at that time. We charged $145 below the high side Repairpal est.  It was also noted to the customer on her invoice that we noticed build up on the water pump; however, it was not leaking at that time. On Dec 3, 2016, she returned & the water pump had begun leaking.  It is a coincidence that is was a couple of days later; however, that is why we noted the issue on the customer’s invoice to make her aware there was a problem with the water pump.  The customer opted to have us replace the water pump.  After reviewing the Repairpal estimate, we were, in fact, $80.72 over the high side Repairpal labor estimate, NOT $200 as she states.  (Note: Repairpal estimates do not include shop supplies nor taxes). Therefore, as a courtesy, we will refund the customer $80.72 for the difference. We never replaced any belts as she indicates.  Over two months after her initial visit she returned with a cracked radiator, which was fine when she left our facility in Sept.  The fact that she is accusing us of breaking her radiator is ludicrous.  At the time of the radiator replacement, we indicated to her there was also a pending problem with her water pump.  That had nothing to do with the radiator work.  If her vehicle is still leaking, we will review it at no charge.  We offer a 2-year or 24K mile warranty on all parts and labor we perform.

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I do not believe Dave perfomed the service I was billed for. I am not disputing the charges were present, I am disputing the actual work performed for the fee charged. Regards,[redacted]

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have attached a picture of the muddy fluid in my brake calipers after they "flushed" it, there is not room to be humble. Also, I attached a picture of the power steering fluid they put in and was not correct as per the tsb and Chrysler. That has now been flushed out now so the refund should include All but the Hose itself.I have many pictures and even video of the muddy brake fluid and red atf/power steering fluid. The shop is not Humble or they would accept my attempts to show them the faults. There has been no open dialogue between the Humble owners and myself about a resolution. Let's just reverse this relationship and go about our days. Thank you,
[redacted]

As an additional follow up to the complaint filed by Mr. [redacted]. Per our records [redacted] approved the work to be performed.    Our technician saw a message on the instrument panel indicating a right rear stop light failure and front park front light failure. He also scanned the rear signal activation module and found multiple DTCs (Diagnostic Test Codes). He removed the right rear light housing to inspect the sockets and circuit board. He found no burned bulbs or connectors. He researched the TSBs (Technical Service Bulletin) regarding this topic for this vehicle.  He found TSB# LI82.10-p-045622 applied to this concern. He then requested more time to investigate the front parking light failure message since it was getting late in the day. The customer rejected any further service at that time and no further diagnostics were completed.  Our technician spent his time researching the issue in detail and the $99.00 fee was well earned. I would request that the Revdex.com not consider this as a complaint on record as the complainer was not, in fact, the customer.  [redacted]

All services performed were required.  The fact remains that the air conditioning was working properly when the customer left our facility on July 1st.  When he returned a week later, the fact that the blower motor went out was not related to our service.  We have provided documentation of the facts and, therefore, do not feel a refund is due to this customer.

We agree that Ms. [redacted] did return on two occasions after the initial; however, on the most recent visit on April 1st the repair was overseen by Dave personally and he drove the vehicle with her after the second alignment.  They both agreed the vehicle was repaired and driving in proper...

alignment.  Ms. [redacted] in her complaint requesting a refund to have the repair completed properly provides no estimate for repair by any other repair shop indicating a defective repair or misdiagnosis was performed on our part.