Cushman Linda Joanne

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I am rejecting the response because I never moved the battery from the floor to the seatI have also asked the only other person who would of rode in my car and he is also stating that he never moved the battery Regards, [redacted]

There will be no resolution to this issue in regards to seats being replaced by us or any repairs to the fuel tankWe did not put the battery on the seat, we diagnosed her vehicle correctly and are not at fault for the fuel pump top being cracked and corrodedAs a company we will not entertain anything further on this matter. Business Development Mgr

Good Afternoon, The customer came to us on 4/6/via night key dropVehicle is a *** with 105,milesShe was a first time customer and the number that was left with us via night drop had a message that it was no longer in serviceWe had no other numberThe next day 4/7/she
called to check on her vehicle and we were given the correct numberAt that time we also advised her what we found needed for Maine State Inspection, as per her request via night dropThe vehicle required rear brake pads and rotors, wiper blade, and a low beam headlight bulb to passShe gave us the ok to perform these repairsWe had to boost the car every time we moved it and she had a new battery on the back seatWe asked if she wanted us to put it in and we did so at no chargeWe placed the old battery in a plastic blag and set it on the floor behind the passenger setWe actually moved the passenger seat forward to do soWe put the battery in the customers car because she would need to return it for a core charge. We called the customer and she picked it up on 4/08/On April 15th the customer called and wanted to speak with the technician that worked on the vehicle because she had fuel leaking from her vehicle and was wondering what would have caused it and why didn't we notice? Our service manager explained that the technician was off, however that if she would bring it in we would gladly check it at no charge as a courtesyShe wanted to speak with the technician firstOur service manager advised her that he would be in on Monday the 17th if she wanted to call back, but we recommended her to come in and let us check itShe called back on Monday April 17th to speak to the technicianThe technician advised her that he had no reason to do anything to the fuel lines during the repairs and didn't notice leaks as part of state inspection but again recommended to let us check it a no chargeThe service manager advised her we should check it and that if it was related to any previous repair we would take care of it.The vehicle was towed in overnight on April 18th and we inspected it on the 19thIt was extremely evident there was a fuel leak because they could smell it as soon as it was in the airThey removed the passenger side plastic cover to inspect the tank and found it was leaking from the front edge of the seam where her fuel tank was rustedAt that time we put together an estimate for a new fuel tank and also an option to repair the seam which would be a temporary repair.We called the customer that day on the 19th and left a messageHer friend called back us back and spoke to our asstservice manager who explained the rusted seam and the customers friend said he understood but he would have to call us backShe called us back the same day upset and not very happy at the situationPrior to that during the day, our customer service rep had called her to survey her and if she was happy with the repairs (not knowing the vehicle was back at the shop) we randomly survey all of our customers as part of us maintaining our businessThe customer was unhappy and thought that we did something to cause the leak, or that we missed it during inspectionThe fuel odor was not evident at inspection time and the lines that are visible passedThe fuel leak had nothing to do with our workThe owner was in the office when our customer service rep called her though, and because it was a first time customer told the service manager to do the temporary repair for her at no charge, as long as she understood we could not guarantee a temporary repairThe customer responded positively to the offer, said she was in no hurry and to call when it was completed. Tuesday April 25th we brought the vehicle back in to start the repairWe removed the bottom of the back seat and her old batter that was tipped over on it in order to access & inspect the top of the fuel tankThe plastic on the top of the fuel pump was cracked and also leakingPart of this appears to be that the battery acid leaked through the seat and started corroding the topWe called the customer back that day, 4/and did not get a response, we called again 4/and the customer called back late in the day, angry and wanted the main offices phone number to speak with the owner, or myself the business development managerI spoke with the customer in the afternoon from the main office and listened to her and she said she did not put the battery on the seat and that we did itI told her we most definitely did not, as technicians, it just isn't doneAgain, our technician moved the front seat forward to make room for the battery on the floor behind itWe did not put a used battery on a car set.In regards to her complaint we specifically remember moving the seat forward to put the battery on the floorPerhaps someone wanted to move the front seat back and put it on the rear seat to make roomWe do not knowHer car was safe at the time of inspection, we did not cause the leak nor did we miss a large leak the was noticeable by odor as soon as it was in the shopAs you can see we have noted the times we called and felt that our communication was more than acceptableThe repair that was offered (that didn't get done) was more than most shops would doWe appreciate new customers and do things like that to keep them as a loyal customerIn this case it lead to finding more repairs needed, at no fault of oursThe customer needs a fuel tank, and her seat has acid on itWe do not accept responsibility for any of her complaints based on the information providedWe do apologize that her first experience with us has turned into a complaintWe appreciate her discussing it with us

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 I am rejecting the response because I never moved the battery from the floor to the seat. I have also asked the only other person who would of rode in my car and he is also stating that he never moved the battery.
Regards,
[redacted]