Dezins Unlimited, Inc.

In regard to the above complaint from *** *** we offer the following: On January 8, 2015, I investigated the complaint with our Service Director, Mr*** *** and our *** *** ***. Mr*** advised me that in November 2014,
Ms*** came to our Service department and requested an oil change. She stated that she recently had the engine changed in her vehicle by another entity, and the car required an oil change. When the technician started the requested work he found that the latch mechanism to release the hood was inoperable and went through considerable effort to release the hood so he could perform the requested service which was completedIt is true that Ms*** wanted us to open and close the hood when she came to pick up the vehicle, but due to the fact that the cable was in such bad condition, we were afraid that it would break. If it did break the hood could not be opened without replacing the cable not willing to do that unless she authorized a repair of the hood latch. She then spoke to our *** *** *** who basically told her the same thing as the Service Department….the car was years old with approximately 215,miles and things would start to go wrong and break from time to timeThe car in our opinion was not in very good condition. We apologize if this frank discussion in any way hurt Ms*** feelings. We do treat all our customers with dignity and respect. We do not feel any additional considerations are warranted at this timeSincerely , *** ** ***
***

In regard to the above complaint from *** *** we offer the following: On January 8, 2015, I investigated the complaint with our Service Director, Mr*** *** and our *** *** ***. Mr*** advised me that in November 2014, Ms*** came to our Service department
and requested an oil change. She stated that she recently had the engine changed in her vehicle by another entity, and the car required an oil change. When the technician started the requested work he found that the latch mechanism to release the hood was inoperable and went through considerable effort to release the hood so he could perform the requested service which was completedIt is true that Ms*** wanted us to open and close the hood when she came to pick up the vehicle, but due to the fact that the cable was in such bad condition, we were afraid that it would break. If it did break the hood could not be opened without replacing the cable not willing to do that unless she authorized a repair of the hood latch. She then spoke to our *** *** *** who basically told her the same thing as the Service Department….the car was years old with approximately 215,miles and things would start to go wrong and break from time to timeThe car in our opinion was not in very good condition. We apologize if this frank discussion in any way hurt Ms*** feelings. We do treat all our customers with dignity and respect. We do not feel any additional considerations are warranted at this timeSincerely , *** ** ***
***

In regard to the above matter we offer the following: January 14, 2016, Customer stated   there was a clunking noise in the right rear of vehicle.  It was confirmed the right rear shock absorber was bad and it was removed and replaced. The cost for thisRepair was $ 273.81....

 January 27, 2016. Customer stated that there was a noise in the right rear.  The problem was diagnosed as a bad “Stabilizer bushing”.  At that time the customer declined to have this work done.This was approximately two weeks after the initial repair and an additional 779 miles.  This vehicle has 143,000. Miles on it and it will start to have various items fail and get worn out and noises will be a part of the deterioration process.We do not feel the customer is entitled to any further consideration.Sincerely,[redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

WE HAVE ISSUED CHECK NUMBER [redacted] FOR $273.81 THIS DAY AND HAVE MAILED SAME TO [redacted]
tHIS IS A COMPLETE REFUND FOR INVOICE  [redacted], FOR CHANGING A SHOCK ABSORBER.

But anyways, my side of this complaint is that the business took the truck 3 or 4 times, diagnosed the noise we were hearing at first as a bad shock.  They changed the shock, which didn't need to be changed.  They told us that if the shock wasn't the problem they would change it back to the shock that was originally on there and refund us for the "repair".  Well guess what, we got the truck back and the noise was still there.  My boyfriend then rode with a mechanic from the shop to point out the issue that we were initially complaining about.  The mechanic then heard it and then they had the truck again for the 4th or 5th time and kept it overnight this time.  They diagnosed it as a bad sway bar and gave us the cost of them fixing it.  They never replaced the shock back to the original, we never received the refund and they never again mentioned that.  Yes, I understand with the truck being 7-8 years old (we started bringing the truck to them in 2015 with this same noise) that things wear out, but the shock they replaced was actually a newer shock and did not need to be replaced.  If they had really dug deeper into our complaints, I feel they would've gotten to the issue a lot sooner and I wouldn't need to make this complaint.  I feel an apology from them making the mistake in incorrect diagnosis initially, owning up to the mistake and a refund for the servicek that didn't need to happen would be sufficient. Thank you, Lucia Petrolito

WE HAVE ISSUED CHECK NUMBER [redacted] FOR $273.81 THIS DAY AND HAVE MAILED SAME TO [redacted]tHIS IS A COMPLETE REFUND FOR INVOICE  [redacted], FOR CHANGING A SHOCK ABSORBER.