Dianes Downtown Automotive

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]In regards to the response to complaint # [redacted] I find it amusing and a perfect example of the unprofessionalism of the owner that a personal relationship between an employee and a customer would give her the right to treat a customer as less importantNot to mention the reason I was in the shop was because I needed a ride home every day, as my car was sitting in the lot The owner took advantage of a situation because my vehicle was no longer profitableI reiterate, one would think since the owner’s technician failed to check the timing on my vehicle and ruined a very expensive and BRAND NEW cylinder head that there would be some impetus to remedy the situation faster I’m saddened that the owner has decided to make this a personal matter instead of a professional one; although not entirely surprised I was hoping for a resolution out of this and will pursue other avenues available to me Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]In regards to the response to complaint #[redacted]. I find it amusing and a perfect example of the unprofessionalism of the owner that a personal relationship between an employee and a customer would give her the right to treat a customer as less important. Not to mention the reason I was in the shop was because I needed a ride home every day, as my car was sitting in the lot.  The owner took advantage of a situation because my vehicle was no longer profitable. I reiterate, one would think since the owner’s technician failed to check the timing on my vehicle and ruined a very expensive and BRAND NEW cylinder head that there would be some impetus to remedy the situation faster.  I’m saddened that the owner has decided to make this a personal matter instead of a professional one; although not entirely surprised.  I was hoping for a resolution out of this and will pursue other avenues available to me.
Regards,
[redacted]

Shop Owner Response to Complaint ID#[redacted]The car in complaint # [redacted] was brought to our shop after a [redacted] facility put a timing belt and water pump in the Chevrolet Aveo after the original timing belt broke while being driven.  Though the customer was assured that the new belt...

would take care of her problems, the cylinder head was damaged as a consequence of the belt breaking – a very common occurrence for this “interference” engine.  [redacted] refused to work with the customer any longer or help her in anyway, so the Aveo was towed to our shop since this customer was a friend of our service writer.  Unfortunately during the time that we did business with the customer, approximately eight or nine months, there were many problems with the car, some caused by the repair done by [redacted], some caused by our own mechanic, some due to the actions of the customer, and some due to the parts used.  I could write volumes on the circumstances and repairs on this car, and if necessary I will do exactly that; but I feel the real issue is what is currently wrong with the vehicle and what is the cause/s of the problem.  I have sent four emails to this customer all relaying that we are willing to look at the car and encouraging her to bring it down.The customer feels that my shop should pay to have the car towed to our lot, and I feel that is her responsibility.  The last time we saw the Aveo was in January, 2015, at which time one of our mechanics was told that the car had “never driven better, had been to Pennsylvania at least once or twice and had been great to drive.”  What transpired with the vehicle from the time it was last in the shop for an oil change to her first complaint in September, 2015, I do not know.  But I do know that while this person was a customer, my shop responded to all of her concerns, we were extremely lenient with our warranties and hours charged, and we even used our goodwill with our top parts supplier to warranty parts that were the responsibility of another shop.  At this point my shop is not willing to take on any additional expense towards this car until we have looked it over and know whether or not we are responsible for its present condition.  There is nothing we will consider doing without seeing the Aveo.I am not sure how long the Aveo stayed at the shop, but I agree it was too long.  Yet in the shop’s defense, the whole situation became a little murky when the customer and our service writer became romantically involved.  All of a sudden in my eyes, there was not a sense of urgency about the car being fixed, as the two of them were happy to spend a lot of time together whether driving to work in the service writer’s car or hanging out in our waiting room every day.  The customer was in our waiting room at least an hour every day and four or more hours on her days off with nothing ever said to me about her car, the repair or the parts we were using.Being a busy shop that deals with a lot of customer demands, the Aveo was put on the back burner until many weeks later when the service writer mentioned that the customer was getting impatient to get the car back.  Though the service writer was responsible for routing most repair work, apparently they were waiting for my decision on part of the repair.   Once I was informed that I was causing the hold up, I immediately apologized to the customer for the misunderstanding and the car was put back on schedule right away.Submitted by Diane R[redacted], OwnerDiane’s Downtown Automotive