D J's Auto & Truck Inc

From: Andy *** [mailto:[email protected]] Sent: Friday, February 02, 3:PM To: Customer Relations Subject: Case Number *** To whom it may concern, We would like to respond to the complaint that we have received from the
former customer Denise ***Revdex.com Case # *** On October 11th of (Unknown Mileage) after speaking to Denise on the phone about the pulsation that she was experiencing with the brake rotors that were installed on her vehicle on July 27, at 140,miles, Denise was informed that the disc brake rotors were not covered under the warranty from the manufacturer for warping. Due to this non-coverage Denise requested that the rotors be machined at no charge by our repair facility, our company does not provide this service for no charge due to the variations in customers driving habits and the procedures that we have in place to prevent rotor warpDenise was provided with an estimate to disassemble the brakes, machine the warped rotors, and reassemble the brakes on the front of her Toyota Camry. As the current service manager of this repair facility I reached out to the previous service manager on the day of contact with the customer to determine if there were any previous occurrences of this customer seeking repairs for lower monetary costs or zero monetary costThe former service manager informed me of the request that Denise had made to receive a discount listed upon the DJ's website for former or current military personnelDenise admitted to not having served in the military and informed the prior service manager that the repairs were not budgeted for and that was the reasoning for the discount request. I informed the owner of DJ's of the request that Denise had previously made to receive the military discount without having servedHis response was that we would no longer service her vehicle due to the attempt she made to impersonate military personnel in order to receive a discount Our reasoning as to why Denise does not have justification for requesting a refund for the components that are installed on her vehicle and/or for services that were performed over months ago are as follows; 1) The components that Denise is requesting a refund for are wearable items and physical services that have been rendered. 2) The specific condition of failure is not warrant-able through the manufacturer or distributor3) The specific condition of failure of the components cannot to be caused by installation error, the vehicle was driven for months before the initial complaint was initiated4) The extensive time frame from repair to request of settlement. I can be contacted via this email or by phone at the number listed below. Andy *** Service Manager DJ's Auto & Truck Inc*** ***