Concord Auto Repair Service, Inc.

** from Revdex.com spoke with Steve at business, on 04/26/2017, he has provided the following phone response to the complaint:It took about a week to find proper resolve, as of 04/14/brand new tires are now on the consumer's car, she also has her old wheels

This business response was received by Revdex.com via email.RE: *** *** Dear Mr***:There has been no resolution in regards to your complaint with the Revdex.comYou have had several conversations with *** and at this point we are unsure how you would like us to proceed.You disputed the
charges with both of your credit card companies because you didn't feel that our work on your vehicle was validatedUpon supplying documentation to both companies, they denied your disputeThere are a couple primary reasons for the dispute being denied. Your vehicle did not run when brought to our shop and when it left it not only ran, but ran well(according to your own admission) All of our work is covered by a Nationwide warranty so if there was an issue with the work that was done, it would have been taken care of at no cost to youAnd if you didn't feel comfortable bringing it back to us, there are multiple locations that could honor the warranty. *** has offered to continue to work with youHe even gave you advise about not spending another $4k to attempt to repair an issue you were looking to repairHe also offered to address your issue of the car not running to your liking without further cost to youThat offer still standsWe will review your check engine light and even install the cam shaft adjustment valve at no cost to youWe will look into what codes and issues the car is currently displaying and discuss with you what needs to be done to finish repairing the vehicle per your satisfaction. Please let us know if there is anything we can do for you, Lynn *** *** ***
***

The best way to address this letter is to answer each part of
what has been stated
Ms
[redacted]
"
line-height:107%">: "I took my car to Concord Auto Repair ServiceThey put on
a new timing belt."
C.A.R.S: That is
correctShe had 103,miles on the vehicle
Ms
[redacted]: "As I drove out, I called and talked with **There were
lights on, VTM-and check engine lightHe told me not to worry it was the
computer, bring it back anytime."
C.A.R.S: **
received that callAnd she did come back at 114,miles – that is 10,
miles laterShe had an oil change and tire rotation
Ms
[redacted]: "trips back and the lights were still onPlease note
that the owners [redacted] and [redacted] will not acknowledge what their employee
** has doneThey deny that I ever took my car back those times."
C.A.R.S: We have
record of her being here those times as she has statedUpon talking to the
service advisor (**) and the notes we have combined with the letter she wrote
us we believe we can validate the vehicle being brought back upon having an
additional 10,miles on it since the repairThe letter she had written us
said that when she returned she spent an hour and a half in the waiting room
That is correct – that is the work order that we have which is dated April 4,
We also have record of her other visits, so in no way shape
or form are we denying that she brought her vehicle backShe has a very busy
schedule** had reported to us that she said it might be awhile because of her
schedule
At the completion of the April 4th visit ** told her
that we needed the vehicle for the day and thus she brought it back on May 6th
and left it for the day
Ms
[redacted]: "The fifth and final time I spoke to [redacted] who after times
said they did not know the problem, come and pick my car as they did not have
the man power to continue searching, and they had the nerve to charge me $
diagnostic fee on what they caused."
C.A.R.S: There are
a couple of things to address in this statement:
* The last time she was here was on
Oct 23, Her diagnostic charge was charged to her on May 6, when she
came in with codes in the computer that were unrelated to the timing belt
There was no diagnostic charge before May 6th, and no diagnostic
charge after May 6thThe diagnostic charge was to hook our
computers up and find out what the computer was communicating and what was
triggering the check engine and VTM-lightsHad it been related to work we
had done, the diagnostic charge would have been adjusted off the bill
* Not having the man power was a
result of our Master Tech being on vacationWe wanted him specifically in her
vehicle and being that he was on vacation we opted to address it with him when
he returned
Ms
[redacted]: "Over a year period they charged me almost thousand
dollars in repairs."
C.A.R.S: Let's break
this down a couple ways –
* Her
repairs over years totaled $2,
* She also
purchased tires
* One
diagnostic charge (which is included in the year total of $2,220.94) was
$To put this in perspective, the other auto repair facility charged her
a diagnostic charge of $292.80! That is almost TRIPLE the amount of our diagnostic
charge
* She had
two oil changes and tire rotations during that time frame which totaled $
I am completely unaware of how that is almost $6,in
repairs
Ms
[redacted]: "Exhausted after years I went to [redacted] in Painesville
to get a print out of check engine misfires."
C.A.R.S: She went to
[redacted] to get a print out of her engine misfire codesWe have the list on a
work order and could of given them to her if she needed themThis is key
however – they were misfire codes and not related to any of the repairs we had
doneAt this point and time it had been year (not years) and 21,miles
had been placed on the vehicle
Ms
[redacted]: "Needing my car fixed, I went to [redacted] who investigated
the problemHe said the timing belt was put on incorrectly."
C.A.R.S: An
improperly installed timing belt would of resulted of performance issues which
at no point and time was ever a complaint[redacted] said the timing
belt tensioner was badThis is why we agreed to refund that part even though
it was out of warranty based on mileageOur warranty is a Nationwide 12,
mile/month warranty, whichever comes firstHaving addressed it when our
Master Tech was in town she would have occurred no additional costs because if
a part has a physical issue we will take care of it completely
Ms
[redacted]: In referring to [redacted] she states "He told me whoever
had been working on my car has no business fixing cars, wires were chewed, caps
off and wires disconnectedHe also said there was an issue with the front end,
bring it back and he would take a lookI did, he said they put the struts in
wrong (or used wrong ones?) again repaired at my expense."
C.A.R.S: Couple
things with this as well:
* If the information [redacted] told
her was true about vehicle neglect, the vehicle would of ran poorly, not of "it
runs like a top" like she told ** it ran
* There is no question if wrong
struts were installed – they wouldn't have even fit in the vehicle if they were
incorrectThese struts had a LIFETIME warranty from the manufacture!
* Also, she had never made a single
complaint due to noise or ride or anything anywhere near related to the struts
having an issue
Ms
[redacted]: "I wrote C.A.R.S a letter, no responseI had an attorney
write a letter which was responded with lies and refusal to acknowledge what
their employee ** had doneThey lied and said I did not bring the car back
because I dealt with **, not them."
C.A.R.S: In the
letter back to the attorney I broke down each time she had visited Concord Auto
Repair Service, so I am unsure how to answer this statement being that I
addressed her issues here
Ms
[redacted]: "Their resolution was to reimburse me the timing belt over
$I had paid to get replacedI agreed."
C.A.R.S: My letter
stated: "As a courtesy, we will reimburse [redacted] for the timing belt tensioner
that was replaced by [redacted]The timing belt repair was over 21,miles
ago, but will extend that reimbursementThe other charges are invalid for
reimbursementPlease confirm if you would like the check sent to you or
directly to [redacted]." Previously stated in
the letter to the attorney we reminded her that we have a nationwide warranty
This warranty allows customers from any [redacted] to visit the same or any
other [redacted] dealers nationwide if they feel they have an issue that needs
addressed
Ms
[redacted] had her timing belt tensioner replaced at 126,miles which is was
22,miles after our initial repairWe have a copy of her invoice which had
the timing belt tensioner replacedThe cost of the timing belt tensioner was
$89.99, along with the shop supplies of $
Based on her
bill, we offered that reimbursementThe letter came back from the attorney
stating "in effort to minimize any additional expense [redacted] will incur related
to her vehicle, she will accept your offer of the timing belt tensioner that
was replaced by [redacted]Please forward the refund directly to [redacted]."
Ms
[redacted]: "months later
they still did not send me the checkThey
told my attorney it was written come and get it
C.A.R.S: We wrote
Ms[redacted] a check immediately upon receiving the attorney's confirmation
that she would acceptI even put it in a card and wrote a personal apology
that things had taken this path and that she was unhappyCheck was never
cashedBut it is recorded in our checkbook and in our systemMs[redacted]'s
attorney sent me an email in regards to the check to which I responded with
this:
"I released the check upon
receiving your letter saying that she would accept paymentIt was check number
and as of this day we do not show it has clearedAs a result of that, we
are willing to release the check after the full six months has gone byThat
will make the check that was already written invalidAlso, because I already
released the check and she has not received it, I would like either you or her
to physically pick it upI had taken time to write a nice note to her because
this is very personal to meI am a person of integrity as is [redacted] and when
someone has an issue it is personal to us
Please make arrangements for the check to be picked up after
October 1,
Thank you for the follow upI do not want there to be any
more negative feelings."
Ms
[redacted]: "I did, they lied again and gave me a check for $99.99"
C.A.R.S: The
attorney informed me that Ms[redacted] would be to the shop on October 1,
This is when we asked her to wait until because we had already issued one
checkHowever, Ms[redacted] showed up in our facility on Sept 28,
Upon approaching Ms[redacted], I once again referenced that
it is personal when someone is unhappy and offered my apology to her that she
was so dissatisfiedShe created a huge scene in the shop yelling at us and
accusing us of things publicly
Her check was written for the amount of $based on the
reasons stated aboveFurthermore, the attorney confirmed that we were reimbursing
her for the timing belt tensionerThe timing belt tensioner was $89.99, and we
understand shop supplies so we added the $to her refund to give her
$
Ms
[redacted]: "I hope people read this and understand they cannot be
trusted and are dishonestThey blamed me and said I should of brought my car
backI did for years."
C.A.R.S: We didn't
and don't blame Ms[redacted]I realize she may feel that wayWhen I told her
we were not blaming her in any way, I was just letting her know that our
warranty is a nationwide warranty so if she didn't feel she could bring it back
to us, she could take it to any [redacted] DealerHer response was that it was
her PERCEPTION that I was blaming herI attempted to assure her that I was not
but she just kept getting louder and wasn't able to receive anything that was
being said
So at this point and time, we stay consistent with our
stanceAt the point and time she got her timing belt work done from [redacted]s, 22,
miles after our repair, we will offer her the reimbursement of the timing belt
tensioner along with the shop suppliesThis was what was already accepted and
we believe that with the mileage that has been put on the vehicle that this is
fair especially when she could of avoided all costs having utilized our
Nationwide warranty for the timing belt and the lifetime warranty on the
struts