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 trueI was refused any service of my vehicle being properly fixedThe repair that was done to my vehicle was not satisfactoryI feel this business totally dropped the ballThe customer service of the business is below averageI 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: Having been referred by [redacted] ***, Customer dropped off her year old vehicle(Saturn) on August 4, 2016, telling me that she wanted a new power steering pump installedShe was clearly distraught and I said I would help her where I couldI 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 pumpI 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 $if she decided to have work done elsewhere - but free IF she had AoK do the repairsShe agreed, signing and printing her name on the Repair Order ContractShe thenleft the shopI 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 neededAdditionally, Mechanic found that:Cpower steering pulleys broken; new pulleys needed so power steering couldfunctiondserpentine 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 $which included my costs for the pump and serpentine; hrs labor as well as sales tax for partsI also told her a new fluid reservoir might be needed but we couldn't know until after new pump was installedIf 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 $seemed awfully high (Note: Final charge was $324,$less than estimate).I replied different times that she was free to come pay me the $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 reservoirI wrote "Phone Authorization" on the Repair Order Contract and told Mechanic that the Customer had authorized all work EXCEPT new reservoirNOTE: 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:pm.NOTE: Labor turned out to be more hrs due to location of power steering pump on SaturnsI DID NOT CHARGE HER the additional $FOR THESE additional hours (hrsx $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 $some cents - so hostile that my Assistant called because she felt physically threatened by Customers calling both my Assistant and me racial slurs, swore at us and actually stated she (ieCustomer) was going to kill meAdditionally, 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 $some cents (again, less than estimate), took the keys, threw the change on the floor and stormed out of the shop, continuing to yell obscenities and racial slurs, at which point I directed my Assistant to call againAt about 5:Officer Mike [redacted] responded to our callI told Officer [redacted] had both threatened my life and yelled racist slurs at me, I/we felt threatedand wanted to file a report against herHe prepared and filed the Report**When I opened at a.mthe next morning (Friday, Aug 5):I found a very nasty voice mail [redacted] from the Customer at my AoK Car Care line.About 8:20, I received a phone call from Customer's Sister who apologized extensively for her sisters behavior, explaining her sister was under a lot of stressI explained, once again, that the fact that the source of fluid leaking turned out to be the Reservoir could not be determined until AFTER the damaged pump was replaced - but Customer told both [redacted] and me that she did not have the funds to pay for a new reservoir - and did not want AoK to do that work.AOK'S DESIRED SETTLEMENT No refund, no warranty (see Repair Order Contract) Customer never set foot on AoK property againApology from Customer to: Debby [redacted] , Assistant Walt [redacted] , Mechanic Steve [redacted] , Owner Additional Payment to AoK Car Care of at least:$plus cost of new power steering cables, itemized as follows:$for more than additional his Mechanics labor for which she was not charged$for MY lost time (hrs) because I spent I on the phone on August with both Customers sister and [redacted] trying to assist Sister help Customer$ tbd new power steering cables: my cost plus industry-standard allowed mark-upplus ieTotal additional payment of at least cost new power steering cables and legal feesInclosing: I was initially sympathic to Customer and I tried to helpI now feel that 'No Good Deed Goes Unpunished"But I continue to hope her personal problems get solved and behind her.*** Sincerely, Steve [redacted] , Owner
Revdex.com Of Central Indiana ATTN: [redacted] ***, Case Manager NDelaware Street #Indianapolis, IN 46204- Re: Response to Customer Concern ID # [redacted] (rec'd late October 7, 2016) Dear Ms***: I refute all claims in Customer's Complaint: That service occurred on July 13, hIn fact, service occurred on June 2410, not July Customer picked up his h, car on June minutes before the Noon closing That "...thejob was done improperly." The new rack & pinion was, in fact, installed properlyFurthennore, Customer had INSISTED that was all he was authorizingThis was witnessed by another Customer That "[Aok] refused to assist me in making the problem correct Wrong, Customer is flat out wrongBoth on June 25m (when he came back around 12:- 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 thatif 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 times prior to this repair, he knew that having 10/11/ 17: [redacted] MGA-RGI PAGE an AoK repair about Which he had a concern "repaired" at a different automotive repair shop, made the AoK warranty null & void "It caused (Customer] to have to spend extra money...." No, Idid not "cause" him to "have" to spend extra moneyAlso, 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 "The Owner did not live up to his word CUSTOMER DID NOT RETURN/DID NOT BRING BACK HIS CAR.so Icould not address his concernAdditionally, he took his car to another automotive shop where his concerns were addressedAgain, 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, and above) In closing: Iwas initially sympathetic to CustomerBut Customer did not bring car back, so we never hadthe opportunity to address his complaintAdditionally, he had another automotive repair shop address his complaint, thereby making Aokwarranty null & void
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 trueI was refused any service of my vehicle being properly fixedThe repair that was done to my vehicle was not satisfactoryI feel this business totally dropped the ballThe customer service of the business is below averageI 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: Having been referred by [redacted] ***, Customer dropped off her year old vehicle(Saturn) on August 4, 2016, telling me that she wanted a new power steering pump installedShe was clearly distraught and I said I would help her where I couldI 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 pumpI 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 $if she decided to have work done elsewhere - but free IF she had AoK do the repairsShe agreed, signing and printing her name on the Repair Order ContractShe thenleft the shopI 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 neededAdditionally, Mechanic found that:Cpower steering pulleys broken; new pulleys needed so power steering couldfunctiondserpentine 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 $which included my costs for the pump and serpentine; hrs labor as well as sales tax for partsI also told her a new fluid reservoir might be needed but we couldn't know until after new pump was installedIf 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 $seemed awfully high (Note: Final charge was $324,$less than estimate).I replied different times that she was free to come pay me the $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 reservoirI wrote "Phone Authorization" on the Repair Order Contract and told Mechanic that the Customer had authorized all work EXCEPT new reservoirNOTE: 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:pm.NOTE: Labor turned out to be more hrs due to location of power steering pump on SaturnsI DID NOT CHARGE HER the additional $FOR THESE additional hours (hrsx $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 $some cents - so hostile that my Assistant called because she felt physically threatened by Customers calling both my Assistant and me racial slurs, swore at us and actually stated she (ieCustomer) was going to kill meAdditionally, 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 $some cents (again, less than estimate), took the keys, threw the change on the floor and stormed out of the shop, continuing to yell obscenities and racial slurs, at which point I directed my Assistant to call againAt about 5:Officer Mike [redacted] responded to our callI told Officer [redacted] had both threatened my life and yelled racist slurs at me, I/we felt threatedand wanted to file a report against herHe prepared and filed the Report**When I opened at a.mthe next morning (Friday, Aug 5):I found a very nasty voice mail [redacted] from the Customer at my AoK Car Care line.About 8:20, I received a phone call from Customer's Sister who apologized extensively for her sisters behavior, explaining her sister was under a lot of stressI explained, once again, that the fact that the source of fluid leaking turned out to be the Reservoir could not be determined until AFTER the damaged pump was replaced - but Customer told both [redacted] and me that she did not have the funds to pay for a new reservoir - and did not want AoK to do that work.AOK'S DESIRED SETTLEMENT No refund, no warranty (see Repair Order Contract) Customer never set foot on AoK property againApology from Customer to: Debby [redacted] , Assistant Walt [redacted] , Mechanic Steve [redacted] , Owner Additional Payment to AoK Car Care of at least:$plus cost of new power steering cables, itemized as follows:$for more than additional his Mechanics labor for which she was not charged$for MY lost time (hrs) because I spent I on the phone on August with both Customers sister and [redacted] trying to assist Sister help Customer$ tbd new power steering cables: my cost plus industry-standard allowed mark-upplus ieTotal additional payment of at least cost new power steering cables and legal feesInclosing: I was initially sympathic to Customer and I tried to helpI now feel that 'No Good Deed Goes Unpunished"But I continue to hope her personal problems get solved and behind her.*** Sincerely, Steve [redacted] , Owner
Revdex.com Of Central Indiana ATTN: [redacted] ***, Case Manager NDelaware Street #Indianapolis, IN 46204- Re: Response to Customer Concern ID # [redacted] (rec'd late October 7, 2016) Dear Ms***: I refute all claims in Customer's Complaint: That service occurred on July 13, hIn fact, service occurred on June 2410, not July Customer picked up his h, car on June minutes before the Noon closing That "...thejob was done improperly." The new rack & pinion was, in fact, installed properlyFurthennore, Customer had INSISTED that was all he was authorizingThis was witnessed by another Customer That "[Aok] refused to assist me in making the problem correct Wrong, Customer is flat out wrongBoth on June 25m (when he came back around 12:- 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 thatif 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 times prior to this repair, he knew that having 10/11/ 17: [redacted] MGA-RGI PAGE an AoK repair about Which he had a concern "repaired" at a different automotive repair shop, made the AoK warranty null & void "It caused (Customer] to have to spend extra money...." No, Idid not "cause" him to "have" to spend extra moneyAlso, 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 "The Owner did not live up to his word CUSTOMER DID NOT RETURN/DID NOT BRING BACK HIS CAR.so Icould not address his concernAdditionally, he took his car to another automotive shop where his concerns were addressedAgain, 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, and above) In closing: Iwas initially sympathetic to CustomerBut Customer did not bring car back, so we never hadthe opportunity to address his complaintAdditionally, he had another automotive repair shop address his complaint, thereby making Aokwarranty null & void