Country Hills Dental Centre

Initial Business Response / [redacted] (1000, 6, 2018/01/10) */ Regarding: [redacted] Jeep Liberty 3.7L Work Order # [redacted] Created on 10/17/ Customer complaint was the door locks are not always workingEven with key fob locks weren't working as they shouldWe found that most of the time the system was not working properlyCommunication was being lost between door actuators and body control modulePassenger door lock actuator tested bad/faulty during out initial diagnostics [redacted] was informed of issue and price and [redacted] approved us (Allen's Automotive) to proceed with repair After this repair was completed, communication from passenger door actuator was present; however the system still didn't work properlyAfter further diagnostic testing it was found that the body control module did not have communication with the driver door actuator [redacted] was informed of the two ways to proceed with both the cost of a new unit and cost of having the existing unit shipped out to get repaired (weeks' time for repair) [redacted] approved us (Allen's Automotive) to send the existing unit out for the repairThe repair facility found a bad solder on an internal contactSomething had shorted within the electrical circuit causing the body control module to failRepair facility repaired and retested unitWe received the repaired body control module and installed unit into vehicleOnce repaired unit was installed we now had communication being sent to the driver door actuatorAt this point the passenger door lock actuator was fully functioning properly as it shouldDriver side front door actuator was receiving communication from the module, but had internally shorted and was not functioning [redacted] was contacted and informed of the current status of her vehicleShe had asked how much it would be to repair the driver door actuatorWe (Allen's Automotive) gave [redacted] the cost of repair to the driver door actuator [redacted] approved the replacement of the driver door actuatorAfter repairs were completed we now had both front doors working and fully functioning as they should correctly on both switch and keyfob [redacted] was informed that the rear door actuators were not working at this time and that they would also need to be replacedDiagnostics showed that there was communication between the rear door lock actuators and body control module, but the technician found that both the rear door lock actuators had also shorted internallyUnfortunately we were unable to test all of the door lock actuators prior to repair of the body control module due to the fact there was no communication coming from the body control module unit itselfTechnician found that damage must have been done when the old body control module shorted internallyFailure of all door lock actuators may have been caused by this electrical short, or vice versa [redacted] was given the price on what it would be to further repair the rear door lock actuators to get them up to proper functioning condition [redacted] opted to decline any further repairs at this point in time and stated "All I needed was the front doors to work." Communication with [redacted] was maintained from start to finish with both the progress and price of vehicles repairsNo repairs were performed or completed without [redacted] 's knowledge or consent Not often, but sometimes electrical problems are complicated and tricky to diagnoseThere are so many different components that could be at fault even after repairs are madeUnfortunately this was one of those rare cases Shortly after [redacted] picked up her vehicle, we received a notice in the mail from her bank which was a chargeback for the entire amount of $ [redacted] contacted her bank and had them send us a letterWe have yet to have any contact with [redacted] since she picked up her vehicleShe still has an outstanding balance of $1436.95, which has still not been resolvedWe have put in a lot of time and money into this vehicleWe were generous enough to waive most of the diagnostic time that was truly put into it I, [redacted] , owner of Allen's Automotive am more than happy to work with [redacted] to resolve this, but we have not been paid for anything that has been done up to this pointIf she is willing to buy the rear door actuators, I would install them free of charge for her and also make sure all the trim pieces are back in placeIt looks like the rubber boot in the drivers door jam is not put back properly, and the little screw cover is missingI will do my best to locate a new screw coverPayment for the previous work would need to be taken care first in order for me to proceed with this offer Debra, I am sorry it came to thisI will do everything possible to make this right for youThis particular job was a loss for both of us Initial Consumer Rebuttal / [redacted] (2000, 8, 2018/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) MrThompson, thank you for your responseI appreciate that you are willing to make sure that my vehicle will be back to its previous conditionI realize that I owe for prior work done and have contacted my bank to have my dispute cancelledYou should have the funds returned to you in five business daysI am more than willing to pay for the rear door actuators up front I, too, am sorry for all of this, but when you see my vehicle, I hope you too, will see my frustration Please contact me when the funds have been returned to you so that both of us can put this behind us

Initial Business Response /* (1000, 6, 2018/01/10) */
Regarding: [redacted]
2004 Jeep Liberty 3.7L
Work Order # [redacted] Created on 10/17/2017
Customer complaint was the door locks are not always working. Even with key fob locks weren't working as they should. We found that most of the time the...

system was not working properly. Communication was being lost between door actuators and body control module. Passenger door lock actuator tested bad/faulty during out initial diagnostics. [redacted] was informed of issue and price and [redacted] approved us (Allen's Automotive) to proceed with repair.
After this repair was completed, communication from passenger door actuator was present; however the system still didn't work properly. After further diagnostic testing it was found that the body control module did not have communication with the driver door actuator. [redacted] was informed of the two ways to proceed with both the cost of a new unit and cost of having the existing unit shipped out to get repaired (3 weeks' time for repair). [redacted] approved us (Allen's Automotive) to send the existing unit out for the repair. The repair facility found a bad solder on an internal contact. Something had shorted within the electrical circuit causing the body control module to fail. Repair facility repaired and retested unit. We received the repaired body control module and installed unit into vehicle. Once repaired unit was installed we now had communication being sent to the driver door actuator. At this point the passenger door lock actuator was fully functioning properly as it should. Driver side front door actuator was receiving communication from the module, but had internally shorted and was not functioning. [redacted] was contacted and informed of the current status of her vehicle. She had asked how much it would be to repair the driver door actuator. We (Allen's Automotive) gave [redacted] the cost of repair to the driver door actuator. [redacted] approved the replacement of the driver door actuator. After repairs were completed we now had both front doors working and fully functioning as they should correctly on both switch and keyfob. [redacted] was informed that the rear door actuators were not working at this time and that they would also need to be replaced. Diagnostics showed that there was communication between the rear door lock actuators and body control module, but the technician found that both the rear door lock actuators had also shorted internally. Unfortunately we were unable to test all of the door lock actuators prior to repair of the body control module due to the fact there was no communication coming from the body control module unit itself. Technician found that damage must have been done when the old body control module shorted internally. Failure of all door lock actuators may have been caused by this electrical short, or vice versa. [redacted] was given the price on what it would be to further repair the rear door lock actuators to get them up to proper functioning condition. [redacted] opted to decline any further repairs at this point in time and stated "All I needed was the front doors to work."
Communication with [redacted] was maintained from start to finish with both the progress and price of vehicles repairs. No repairs were performed or completed without [redacted]'s knowledge or consent.

Not often, but sometimes electrical problems are complicated and tricky to diagnose. There are so many different components that could be at fault even after repairs are made. Unfortunately this was one of those rare cases.
Shortly after [redacted] picked up her vehicle, we received a notice in the mail from her bank which was a chargeback for the entire amount of $1436.95. [redacted] contacted her bank and had them send us a letter. We have yet to have any contact with [redacted] since she picked up her vehicle. She still has an outstanding balance of $1436.95, which has still not been resolved. We have put in a lot of time and money into this vehicle. We were generous enough to waive most of the diagnostic time that was truly put into it.
I, [redacted], owner of Allen's Automotive am more than happy to work with [redacted] to resolve this, but we have not been paid for anything that has been done up to this point. If she is willing to buy the rear door actuators, I would install them free of charge for her and also make sure all the trim pieces are back in place. It looks like the rubber boot in the drivers door jam is not put back properly, and the little screw cover is missing. I will do my best to locate a new screw cover. Payment for the previous work would need to be taken care first in order for me to proceed with this offer.
Debra, I am sorry it came to this. I will do everything possible to make this right for you. This particular job was a loss for both of us.
Initial Consumer Rebuttal /* (2000, 8, 2018/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. Thompson, thank you for your response. I appreciate that you are willing to make sure that my vehicle will be back to its previous condition. I realize that I owe for prior work done and have contacted my bank to have my dispute cancelled. You should have the funds returned to you in five business days. I am more than willing to pay for the rear door actuators up front.
I, too, am sorry for all of this, but when you see my vehicle, I hope you too, will see my frustration.
Please contact me when the funds have been returned to you so that both of us can put this behind us.