Courtesy Auto Repair Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information that was provided by the business is not true.. I was refused any service of my vehicle being properly fixed.. The repair that was done to my vehicle was not satisfactory.. I feel this business totally dropped the ball.. The customer service of the business is below average.. I want to make sure that nobody else has to go through a situation like this dealing with Aok car care.. 
Regards,
[redacted]

The facts as I see them are as follows: 1. Having been referred by [redacted], Customer dropped off her 11 year old vehicle(2005 Saturn) on August 4, 2016, telling me that she wanted a new power steering pump installed. She was clearly distraught and I said I would help her where I could. 2. I...

prepared the standard Work Order Contract*, listing her name, contact information,year, make & model of her vehicle, as well as the work she asked to be done: installation of new power steering pump. 3. I informed her:that Ack's long-standing policy is first to conduct a Diagnostic to see what's going so that we don't sell Customers something they don't need - and then to contact Customer before doing any work.that the Diagnostic was $55 if she decided to have work done elsewhere - but free IF she had AoK do the repairs. 4. She agreed, signing and printing her name on the Repair Order Contract. She thenleft the shop. 5. I authorized Mechanic to proceed and his findings were that:no power steering fluid present - pump completely empty.pump in very poor condition and, yes, new power steering pump needed. Additionally, Mechanic found that:C. power steering pulleys broken; new pulleys needed so power steering couldfunctiond. serpentine belt in very poor condition; new belt needed to prevent additionaldamagesource of fluid leak could be Reservoir but couldn't know until new pump installednew fluid necessary whether old pump or new pump to function.I phoned Customer about 10a.m., informed her of the Mechanic's findings, gave her the estimate of some $354 which included my costs for the pump and serpentine; 2 hrs labor as well as sales tax for parts. I also told her a new fluid reservoir might be needed but we couldn't know until after new pump was installed. If new reservoir needed, there would be additional costs.Customer said her Uncle who lived up in Anderson could do the work for a lot less; that $354 seemed awfully high (Note: Final charge was $324,$30 less than estimate).I replied 3 different times that she was free to come pay me the $55 for the Diagnostic and pick up/take the car to her Uncle or anyone else if she would like to do the repairShe said no, that she needed the car that day, and said go ahead with the work - except for new reservoir. I wrote "Phone Authorization" on the Repair Order Contract and told Mechanic that the Customer had authorized all work EXCEPT new reservoir. NOTE: My Office Assistant was present during the entire phone conversation.Mechanic proceeded, completed the work and her car was ready when she arrived about 5:00 pm.NOTE: Labor turned out to be 3 more hrs due to location of power steering pump on 2005 Saturns. I DID NOT CHARGE HER the additional $210 FOR THESE 3 additional hours (3 hrs. x $70/hr - nor did I charge her for the power steering pulleys or power steering fluid).Customer became hostile when I presented final bill of $324 some cents - so hostile that my Assistant called 911 because she felt physically threatened by Customers calling both my Assistant and me racial slurs, swore at us and actually stated she (ie. Customer) was going to kill me. Additionally, Customer yelled that the Mechanic being "black" did not make me/us any less racist.I explained that it was/is Ack's long-standing policy not to release Customer's car until payment in full has been made.She did pay the $324 some cents (again, less than estimate), took the keys, threw the change on the floor and stormed out of the shop, continuing to yell obscenities and racial slurs, at which point I directed my Assistant to call 911 again. 15. At about 5:30 Officer Mike [redacted] responded to our 911 call. I told Officer[redacted] had both threatened my life and yelled racist slurs at me, I/we felt threatedand wanted to file a report against her. He prepared and filed the Report**. When I opened at 8 a.m. the next morning (Friday, Aug 5):I found a very nasty voice mail[redacted] from the Customer at my AoK Car Care line.About 8:20, I received a phone call from Customer's Sister who apologized extensively for her sisters behavior, explaining her sister was under a lot of stress. I explained, once again, that the fact that the source of fluid leaking turned out to be the Reservoir could not be determined until AFTER the damaged pump was replaced - but Customer told both [redacted] and me that she did not have the funds to pay for a new reservoir - and did not want AoK to do that work.AOK'S DESIRED SETTLEMENT No refund, no warranty (see Repair Order Contract) Customer never set foot on AoK property again. Apology from Customer to: Debby [redacted], Assistant Walt [redacted], Mechanic Steve [redacted], Owner Additional Payment to AoK Car Care of at least:$385 plus cost of new power steering cables, itemized as follows:$210 for more than additional 3 his Mechanics labor for which she was not charged$175 for MY lost time (2.5 hrs) because I spent I on the phone on August 5 with both Customers sister and[redacted] trying to assist Sister help Customer$ tbd new power steering cables: my cost plus industry-standard allowed mark-up385 plus ie. Total additional payment of at least cost new power steering cables and legal feesInclosing: I was initially sympathic to Customer and I tried to help. I now feel that 'No Good Deed Goes Unpunished". But I continue to hope her personal problems get solved and behind her.[redacted] Sincerely, Steve [redacted], Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]1. I did not sign any thing until the owner gave me my key to my car.2. I did not become hostile. He became hostile when I ask him to write details of what I was paying for on my receipt.3. There was never a mention of power steering cables. He told my Sister that I needed a resovouir tank ( RECORDED CONVERSATION ) and that I was so rude he couldn't tell me and that he tried to call and he couldn't get a hold of me. I have since printed my phone records showung he called and spoke with me 4 times and never once said I needed a resovouir tank or any thing else. Me and my Sister called the [redacted] and was told it came with the power steering pump. He also got upset with my Sister when she ask him to break down the charges and STILL has not broke down the charges.4. I never yelled at him or raised my voice until he started threatening to keep my vechile. I told him I NEVER said I wouldn't pay but I needed to know what I was paying for, which still has not been explained. I never yelled at any one else and there was no need in doing so.5. I never told him to pick up my parts. I told him I would pick them up and bring them and he agreed. I also told the employee of [redacted] I would pick up the parts myself. 6. I was not given and estimate as to how much the work would be until the next day. Which is the reason he told me I would owe him $55 for diagnostic if I decided to take my vehicle else where. He was very nasty over the phone when I told him that other certified mechanics (Ed [redacted] & Robert [redacted] of no relation to me) said he was overcharging me. He said WELL YOU OWE ME $55 TAKE IT TO THEM I'M NOT DOING IT FOR FREE. I than said "Hey there's no reason for your attitude I just want to make sure I'm paying the right price" and he apologized and told me he would give me a detailed receipt. He said verbatim YOU WILL RECEIVE A DETAILED RECEIPT MA'AM, I'M NOT TRYING TO CHEAT YOU. I also have printed my phone records and recorded other phone conversations. The reason I decided to let him do the work is because it would have also cost me an additional $75 to tow to Ed, who has done the work and made a written statement. The owner  of AOK Steve has said he did diagnostic, now in writting. He told me and my Sister verbally that nothing else was wrong with my vehicle. Told my Sister I needed a resovouir tank and that was easy to fix. Well, I bought and had replaced my Alternator on April 7th of 2016 and have my receipt and since this mechanic done work on my car I've also had to have that replaced. This mechanic tampered with or damaged my Alternator which cost me $190 in labor since the part was under warranty. I got my car from AOK on Aug 5th and had the Alternator tested on Aug 8th and it was no good. I have reciept and statement from the certified mechanic who did all the repairs on 8/17/2016 for $325 parts and labor. 7. I did not make racial slurs. I said YOUR RIPPING ME OFF BECAUSE I'M A WOMAN. Race has nothing to do with the situation. This mechanic is a Cop turned crook whom takes advantage of women or people who are unaware of auto repair prices. He's also a bully and has no problem exposing his weapon when he doesn't want to answer questions. He did not point his weapon at me but he did expose it. It's a 38 revolver style weapon. I'm sure this isn't the first or last complaint. He's a liar and has no problem lieing. I did NOT sign anything before I left his shop on Aug 4th. Where's video footage? This mechanic and his failing business was trying to make as much money off me as he could. By not telling about the tank, which came with the pump, he was hoping I would come back and pay more money. He knew that tank was busted and I would have to come back. He had more than 2 opportunities to tell me I needed a tank. There's no reason he didn't tell me that. I'm sure this guy was fired from police force for a good reason. 8. I want the money back I spent on labor sense nothing was fixed $250. I also missed 12 hours of work at $14 an hour = $168 and since there was actually nothing wrong with my Brand New Alternator until this poor mechanic touched my vehicle. I want my money back for the labor on replacing the Alternator $190. [redacted] did not charge me to replace my pump with resovouir tank and apologized for referring me. My Alternator was still under warranty and also cost me nothing for that part. I want a total of $608. I will not back down because I don't want anyone else to get ripped off by this guy. I have a lawyer waiting to assist.
Regards,
[redacted]

Revdex.com Of Central Indiana ATTN: [redacted], Case Manager 151 N. Delaware Street #2020 Indianapolis, IN 46204-2599   Re:     Response to Customer Concern ID #[redacted] (rec'd late October 7, 2016)   Dear Ms. [redacted]:   I refute all 5 claims in...

Customer's Complaint:   1.                  That service occurred on July 13, 2016.   h. In fact, service occurred on June 2410, not July 131     Customer picked up his h, car on June 251 15 minutes before the Noon closing.   2.                  That "...thejob was done improperly."   The new rack & pinion was, in fact, installed properly. Furthennore, Customer had INSISTED that was all he was authorizing. This was witnessed by another Customer.   3.         That "[Aok] refused to assist me in making the problem correct.   Wrong, Customer is flat out wrong. Both on June 25m (when he came back around 12:20 - after closing) and again on June 2Th (he called more than once), Itold Customer:   A.) to come back in so he could see his old rack & pinion for himself and we could look at his car again;   B.) That the new rack & pinion was under warranty so that. if this parl were defective, it would be replaced at no additional cost (neither part nor labor) to him (Note: see enclosed Invoice from [redacted] Auto Service: "Rack & Plnlon..Jeaklng." Part appears to have defective.)   No, alignment was NOT "automatically included" in the installation and reminded him that he had INSISTED that hewas ONLY authorizing the purchase and installation of new rack & pinion - nothing else (not even the standard Aok Diagnostic).   But Customer did not bring car back, so we never had the opportunity to address his complaint Since he had had his car at Aok 5 times prior to this repair, he knew that having 10/11/2015    17:22    [redacted]                  MGA-RGI                            PAGE  02           an AoK repair about Which he had a concern "repaired" at a different automotive repair shop, made the AoK warranty null & void.   4.            "It caused (Customer] to have to spend extra money...."   No, Idid not "cause" him to "have" to spend extra money. Also, please refer to enclosed itemized statement where he claims he "had to spend extra money: the alignmentisitemized separately from the other work he "had" to pay for.   5.            "The Owner did not live up to his word.   CUSTOMER DID NOT RETURN/DID NOT BRING BACK HIS CAR.so Icould not address his concern. Additionally, he took his car to another automotive shop where his concerns were addressed. Again, this makes the AoK warranty null & void (see Work Order/Contract with Customer's signature.     AOK'S DESI RED SETTLEMENT   No refund because, as Customer knows, "repairs" made by a different automotive shop on AoK work makes the AoK warranty null & void.   Idid NOT refuse to work with him (see 1, 2, 3, 4 and 5 above).         In closing: Iwas initially sympathetic to Customer. But Customer did not bring car back, so we never hadthe opportunity to address his complaint. Additionally, he had another automotive repair shop address his complaint, thereby making Aok. warranty null & void.