DiMattia Enterprises Incoporated

June 20, 2016Dear [redacted] ***;This is our response to complaint # [redacted] from your letter dated 6/15/16.Brandywine Auto Repair has been in business for yearsWe were at our previous location since Most of our customers are longstanding regulars who rely on us to service and maintain their vehicles at a fair price.On June 7, [redacted] came to our shop with his [redacted] truck and asked us to repair his leaking axle sealHe had never used our services before, and pleaded with us to look at his truck as his regular mechanic was too busy.On inspection of his right rear axle seal leak we found the axle bearing was completely destroyed, and the axle shaft itself was worn so badly it had to be replaced(see photo A) When we called [redacted] to inform him of our findings he asked if we could find him a "used" partWe contacted several salvage yards, but were not able to locate a good used axle shaft for his truckHe then decided to purchase the part himself on the internet [redacted] called and asked us for the serial numbers on his rear axleOur technician Pat read him the serial numbers off the axle housing and also told him to call the [redacted] dealer with his vehicle identification number if he needed any more specifics on his axle ie: gear ratio, ring gear size etc.For the record we do not buy any parts from the internet nor do we recommend our customers do so, because of poor quality and fit issuesAlso there is not usually any warranty with an internet partWe recommended he purchase the axle shaft directly from the [redacted] dealer.Following I have transcribed text messages from [redacted] sent to my phone:At 5:PM on Tues June 7th I received a text message from [redacted] : "Hello, update: The right rear axle is shipping out today and will take 2-days to arrive at my homeI will promptly deliver it to youAlso I want you to know I am extremely grateful for your expediency."9:AM Wed June 8th- "Good Morning, update: The rear right axle arrives tomorrow I'll bring it over ASAP Thank you [redacted] 7:AM Thurs June 9th- "Good Morning the axle had arrived I am heading to UPS now"11:AM June 9th- "My employer is asking me how soon I can be back to workIs it possible to complete the inspection and the work by the end of this Friday?"1:PM June 9th- "My employer is asking me how soon I can be back to workIs it possible to complete the inspection and the work by the end of this Friday?"4:PM June 9th- "Alex I apologize for pushing for an answer I have been out of work since last week and my employer is wanting to know when I'll be backIf you don't have time available please let me knowThanks"On Thursday June 9th we started on the rear axle shaft replacementWe removed the old damaged axle (photo B) and replaced the axle bearing and seal which are located in the rear axle housingThe bearing was so badly worn it had started to disintegrate leaving metal filings inside the rear housingWe cleaned as much of the metal debris as possible out of the axle housingUpon reassembly of the rear axle we checked the overall length of the replacement axle, that the splines where the axle connects to the differential side gears were correct, we also checked the outside diameter of the bearing surface and they all were correctHowever the replacement axle did not have the wheel studs installedtherefore we had to remove the wheel studs from the old axle to be installed on the new axleAt this point we observed that the stud diameter of the old axle was larger than the stud diameter of the new axleThe only way to install the axle the customer provided to us was to drill the holes out to the proper diameter to install the wheel studsThe axle flange was 1/2" thick, which required a special drill bit and a great deal of time to drill the five holes to the correct size(Photo C) After the holes were properly sized we installed the wheel studs and reassembled the rear axle, filled it with gear oil and checked for proper operation.As we were finishing the repair received a phone call from a woman I can only assume was [redacted] She was yelling at me for taking so long to repair the truckI tried to explain the reasons for the delay, reminding her that we had to wait three days for the axle shaft to be delivered(The [redacted] dealer had the part in stock) She blamed me for the axle shaft having the wrong diameter holes in it and said it was our fault because we had supplied them with the serial number from the axle housing, therefore I should be responsible for the cost of the replacement partShe continued yelling at me so I politely said, "This conversation is over", and hung upIn a few minutes [redacted] called and apologized for his wife's behaviorI told him the axle repair was finished and he could come pick up his truckI also told him I would not be doing any further work for him and he could get his inspection done elsewhereHe asked me if drilling the axle was a safe repair and I told him it wasI would not have done it if I felt it was an unsafe repairI reminded him that his state inspection was expired and he would need many more repairs to pass inspection, but I would not be interested in doing any more work on his vehicleHe apologized many more times and offered to paint my office, which I declined.Enclosed please find a copy of his invoiceI charged him for the axle seal, axle bearing, a gasket, rear oil, and cleanerI also only only charged him for 1/hours labor even though I had over hours into itWe are a shop of two highly qualified and experienced technicians with over years of experience between the two of usI would never allow a vehicle to leave my shop if I felt the repair I had made to it was unsafeIf [redacted] had any problems with the repair we made, (not the repairs needed to pass PA State inspection) he should have returned his truck to us so we could recheck the axle bearing repairWe can not be held responsible for the overall safety of [redacted] 's truck, we had informed him that there were many additional repairs that would need to be made in order to pass State InspectionWe also cannot be responsible for nor can we warrant a part that we do not provide.Following please find pictures of the damaged axle, my text conversations with [redacted] , and a copy of [redacted] 's invoice.Please feel free to contact me during my business hours 7AM -5PM at ###-###-####.Best,Al D

July 5, 2016Dear [redacted] ***;Enclosed please find a second copy of our response to your letter dated June 15, regarding claim # [redacted] .The first was delivered on June 24, at 2:PM according to USPS tracking.Please feel free to call Al D [redacted] at Brandywine Auto Repair at ###-###-#### if you have any further questions.Best, Nancy D

June 20, 2016Dear [redacted];This is our response to complaint #[redacted] from your letter dated 6/15/16.Brandywine Auto Repair has been in business for 18 years. We were at our previous location since 1982. Most of our customers are longstanding regulars who rely on us to service and maintain their...

vehicles at a fair price.On June 7, 2016 [redacted] came to our shop with his 2001 [redacted] truck and asked us to repair his leaking axle seal. He had never used our services before, and pleaded with us to look at his truck as his regular mechanic was too busy.On inspection of his right rear axle seal leak we found the axle bearing was completely destroyed, and the axle shaft itself was worn so badly it had to be replaced. (see photo A) When we called [redacted] to inform him of our findings he asked if we could find him a "used" part. We contacted several salvage yards, but were not able to locate a good used axle shaft for his truck. He then decided to purchase the part himself on the internet. [redacted] called and asked us for the serial numbers on his rear axle. Our technician Pat read him the serial numbers off the axle housing and also told him to call the [redacted] dealer with his vehicle identification number if he needed any more specifics on his axle ie: gear ratio, ring gear size etc.For the record we do not buy any parts from the internet nor do we recommend our customers do so, because of poor quality and fit issues. Also there is not usually any warranty with an internet part. We recommended he purchase the axle shaft directly from the [redacted] dealer.Following I have transcribed text messages from [redacted] sent to my phone:At 5:39 PM on Tues June 7th I received a text message from [redacted]: "Hello, update: The right rear axle is shipping out today and will take 2-3 days to arrive at my home. I will promptly deliver it to you. Also I want you to know I am extremely grateful for your expediency."9:11 AM Wed June 8th- "Good Morning, update: The rear right axle arrives tomorrow I'll bring it over ASAP Thank you [redacted]7:41 AM Thurs June 9th- "Good Morning the axle had arrived I am heading to UPS now"11:42 AM June 9th- "My employer is asking me how soon I can be back to work. Is it possible to complete the inspection and the work by the end of this Friday?"1:41 PM June 9th- "My employer is asking me how soon I can be back to work. Is it possible to complete the inspection and the work by the end of this Friday?"4:05 PM June 9th- "Alex I apologize for pushing for an answer I have been out of work since last week and my employer is wanting to know when I'll be back. If you don't have time available please let me know. Thanks"On Thursday June 9th we started on the rear axle shaft replacement. We removed the old damaged axle (photo B) and replaced the axle bearing and seal which are located in the rear axle housing. The bearing was so badly worn it had started to disintegrate leaving metal filings inside the rear housing. We cleaned as much of the metal debris as possible out of the axle housing. Upon reassembly of the rear axle we checked the overall length of the replacement axle, that the splines where the axle connects to the differential side gears were correct, we also checked the outside diameter of the bearing surface and they all were correct. However the replacement axle did not have the wheel studs installed. therefore we had to remove the wheel studs from the old axle to be installed on the new axle. At this point we observed that the stud diameter of the old axle was larger than the stud diameter of the new axle. The only way to install the axle the customer provided to us was to drill the holes out to the proper diameter to install the wheel studs. The axle flange was 1/2" thick, which required a special drill bit and a great deal of time to drill the five holes to the correct size. (Photo C) After the holes were properly sized we installed the wheel studs and reassembled the rear axle, filled it with gear oil and checked for proper operation.As we were finishing the repair received a phone call from a woman I can only assume was [redacted]. She was yelling at me for taking so long to repair the truck. I tried to explain the reasons for the delay, reminding her that we had to wait three days for the axle shaft to be delivered. (The [redacted] dealer had the part in stock) She blamed me for the axle shaft having the wrong diameter holes in it and said it was our fault because we had supplied them with the serial number from the axle housing, therefore I should be responsible for the cost of the replacement part. She continued yelling at me so I politely said, "This conversation is over", and hung up. In a few minutes [redacted] called and apologized for his wife's behavior. I told him the axle repair was finished and he could come pick up his truck. I also told him I would not be doing any further work for him and he could get his inspection done elsewhere. He asked me if drilling the axle was a safe repair and I told him it was. I would not have done it if I felt it was an unsafe repair. I reminded him that his state inspection was expired and he would need many more repairs to pass inspection, but I would not be interested in doing any more work on his vehicle. He apologized many more times and offered to paint my office, which I declined.Enclosed please find a copy of his invoice. I charged him for the axle seal, axle bearing, a gasket, rear oil, and cleaner. I also only only charged him for 2 1/2 hours labor even though I had over 8 hours into it. We are a shop of two highly qualified and experienced technicians with over 80 years of experience between the two of us. I would never allow a vehicle to leave my shop if I felt the repair I had made to it was unsafe. If [redacted] had any problems with the repair we made, (not the repairs needed to pass PA State inspection) he should have returned his truck to us so we could recheck the axle bearing repair. We can not be held responsible for the overall safety of [redacted]'s truck, we had informed him that there were many additional repairs that would need to be made in order to pass State Inspection. We also cannot be responsible for nor can we warrant a part that we do not provide.Following please find pictures of the damaged axle, my text conversations with [redacted], and a copy of [redacted]'s invoice.Please feel free to contact me during my normal business hours 7AM -5PM at ###-###-####.Best,Al D.

July 5, 2016Dear [redacted];Enclosed please find a second copy of our response to your letter dated June 15, 2016 regarding claim #[redacted].The first was delivered on June 24, 2016 at 2:02 PM according to USPS tracking.Please feel free to call Al D[redacted] at Brandywine Auto Repair at ###-###-#### if you have any further questions.Best, Nancy D