Diversified Marketing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,As I indicated before this business goes around and around dancing around the facts and accepting the fault They will never will accept their fault and I will never accept any of their responses As I indicated I will follow suit in small claim court going forward

Driver's Auto Repair is not at fault We have stated this and explained our side We will not be refunding any money to the consumer However, we are willing to discuss this issue till we reach a mutually acceptable resolution. Driver's Auto Repair

*** *** came in to have his rear door locks checked out
because they were not working. He told
us he thought the rear door lock actuators were bad. We removed the rear door panels and conducted
a diagnostic. We determined the
actuators were bad after verifying power was
getting to them but they were not
activating. We recommended replacing
them and he agreed. I told him we would
inspect the rest of the vehicle at no charge and let him know if there were any
other issues he needed to take care of.
We found the rear brakes were bad and the oil pan was leaking. I called and told *** *** about our
findings and the cost of the repairs to be completed. I gave him an estimate and after negotiating
he agreed to do the repairs. I also recommended
other maintenance items that *** *** elected not to perform
We completed the rear brakes and the oil pan gasket repairs
while we were waiting for the door lock actuators. When we removed the old actuators we found
one of them had shorted internally and damaged the Body Control Module. The rear door locks don’t work correctly
because the Body Control module is bad and needs to be replaced. When it is replaced the rear door locks will
operate correctly
I understand that *** *** is very dissatisfied. However, we did perform the diagnostic of the
rear door lock actuators and determined they were bad. Unfortunately without the new actuators
installed there was no way to know if there was any damage to the Body Control
Module
*** *** was in no way duped or mislead about the repairs
to his vehicle. This is just an
unfortunate reality that we face when vehicles are being repaired
Darroll MH***
General Manager

I have informed the General Manager, Jon ***, that you will be calling and he will be waiting to discuss with the customer in hopes of coming to a mutually acceptable resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
In their response alone, they contradict themselvesFirst, they state that their work came with 5-yr warranty, when in fact Jeremy B***, the Rep there literally informed me that the warranty is only for months when I inquiredI even commented to him about why the length of the warranty is so short, and he said that they only have it for 6-monthsAlso, I did not call after one month with the light being turned offThey dropped the car off in the evening on Friday, and when I drove it days after on Sunday, it still showed the engine light on, and as a matter of fact, the cover to the undercarriage of my car actually literally fell and dragged under the car because they did not install it back correctlyI could not call them on Sunday because they are closed, so I spoke to them on Monday, April 13, Additionally, when I took it to another mechanic to check on it, he indicated that the parts are NOT newThey were all usedSo, I don't know where are the new parts that I paid to have installedAnd, no, I was not 100% satisfied with the week wait periodThey told me they would have the car ready in days, and when I checked with them, they said that whatever deal they had to get the engine fell through and had to get another engine from another place, but it would take another week to get thereI was not happy with that, but apparently I had no choice but to waitAdditionally, they said they would provide me with the paperwork showing information about my engine, and they would give me a package for full premium oil changes valued around $I did not receive either one of those thingsI even called them requesting both of those things, and they said they would send it to meThey did not send them to me, and I still don't have any information about my engine not the oil change package they promised me. I even attempted to contact the general manager several times and requested him to call me back to discuss the issues I had with the car, but until now, he has never replied back to meI have even left a message for their corporate customer service department requesting a call backI still have not received a call back from anyone from the company or the shop itselfTheir quality of work is unacceptable, and the way they handle customer service complaints is unacceptableAfter taking my car to them three times in a row to fix the problem and they still were not able to fix it, I had to take it somewhere else to have it fixed, so I can drive it as it is my only means of transportationI spent over $on rental car just because they could not fix my car in a timely fashion, and even though Jeremy B*** actually promised to compensate me for some of that expense, he never did and kept changing his word about thatFinally, the mechanic I took it to can testify to the fact that the parts they installed were used, not new like what I paid forAnd, when he checked the invoices to see the cost of the parts and the amount of labor they took to fix the car, he said that they even overcharged me for both the parts as well as the amount of time it took to fix them, so my invoices were actually inflatedFinally, when he assessed my engine, he said the problem was actually only a $job and did not require changing my engineEspecially, since he worked on my engine previously for other jobs, he can testify to the good condition of my engine that Driver's Auto Repaid said was "not working." I would like to know where are the new parts I paid for, and why do I have used parts in my car? Also, I would like a full refund since my car was neither fixed nor did I get the new parts for which I paidThis is the exact definition of fraud, and they took full advantage of my case and my situation because they knew I know nothing about cars and just wanted to get my car fixed so I can take my infant home
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,Your response of below does not make any sense You are repeating your previous response over and over again Explaining the issue better is not working with the customer Do not respond back unless you have and acceptable responseYes we will see you in court as soos as I will find the time to file my complaint
We are willing to work with the customer to explain the issues better, however, we will not be refunding any money because our work is not at fault The issue with the vehicle is something that we did not work on

Mr*** had his oil c***ged here on 10/12/2015. We performed a state inspection and an oil
c***ge for him. His mileage at this time
was 24,miles. The last documented
oil c***ge with Drivers Auto Repair was year and months prior with 9,
miles on the vehicle. Industry standard
is to c***ge oil in your vehicle every 3months or 3,miles whichever comes
firstI believe Honda recommends 5,miles on some of their models. According to our records he went 14,miles
without an oil c***ge which is more t*** triple the life of a standard oil
c***ge. If you go even double the
mileage in your vehicle it would take oil c***ges in a row in order to get
all the black oil out of his engine before you would see “honey colored” oil
We c***ged it twice for the customer the same day and then
went to the dealer for the third oil c***ge in which it came out “honey
colored”
Customer has also consistently declined any maintenance on
all of his vehicles since 6/26/2008.
This is indicative of someone who does not do the proper maintenance on
their car. It is very noticeable when
proper maintenance is not upheld. It is
not Drivers Auto Repair’s responsibility to maintain customer’s carIt is the
customer’s responsibility and we have made numerous attempts to help them
maintain car with no prevail
Please let me know if you have any further questions. However, we did not do anything wrong and the
oil c***ge issues were due to the customer not maintaining their vehicle
properly, not due to anything Driver’s Auto Repair did
Sincerely, Jon H***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Anthony, I've tried contacting you via phone call and text, but like my phone calls and emails before, there has been no response. You're conveniently ignoring the facts. I attached a scan of your technician's initials and dates documenting three oil changes. Your request for additional documentation is, not surprisingly, less than professional. Please consider looking at this objectively. In all honesty, the mileage between oil changes isn't completely relevant. I only provided proof to stress the incompetence of your team. Thank you for driving that point home. Again, I wouldn't suggest that Driver's Auto Repair perform unauthorized service. When I purchased a package that included free tire rotations, it should have been a safe assumption that the tire rotations were happening as part of the package, just like the preventive maintenance inspections which were also listed as part of the package. Did the preventive maintenance inspections happen, or were we supposed to request those? I would also never expect Driver's Auto Repair to perform a complete vehicle search without our permission. But in this case, no one asked to search the vehicle, and no one ever told us anything about the missing wheel lock key. The problem is not the missing wheel lock key. The problem is that no one ever even considered rotating our tires, thus no one knew the key was missing until we asked why the tires had not been rotated. And your last statement asking me to send more documentation followed by "we will not be refunding any money" makes no sense. I've given you documentation. I've made my case. You've tossed out half-truths and rambled on about maintenance schedules that only help make my point. I purchased a service that you agreed to perform, and when your team failed to perform that service, you refused to do the right thing. This case is simple. I no longer trust Driver's with my car, and you owe me, at the very least, $which is the amount of money remaining on the contract. I was told on my one and only phone conversation with a Driver's representative that Driver's has grown too fast and, as a result, suffered in the customer service department. If this is how you handle customer complaints, you're clearly part of that problem. I've since searched on *** and *** and realized the information was there. One poor review after another, many based on the purchase of this package. I'll do everything I can to spread the word and make sure additional growth of your poorly-run company doesn't create anymore problems for you. Sincerely,Another Unsatisfied Customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
You are mentioning that "We will not be refunding any money to the consumer However, we are willing to discuss this issue till we reach a mutually acceptable resolution"This is confusing statement What resolution other at least meeting me half way on all the repair cost If you have any other resolutions then I would like to hear that otherwise please do not respond back to this complaint any more as we can meet each other in court located on Clay

We will not stop responding because we are required to respond back The consumer is saying the same thing over and over again and then is accusing us of doing that same thing We are not at fault and will not accept fault. Driver's Auto Repair

The customer states that the technician never mentioned anything about "messing with the wire and relay and then in the next sentence states that the technician showed him the attached wire to the relay That statement in itself contradicts what he is saying Secondly, saying that the A/C not working properly is not likely to "cause harm to my year old son and my wife" When the customer brought the vehicle back in, the A/C was working fine We have pictures showing what the ambient temperature in the cabin was when they came back in We told the customer that there was a leak in the system and showed them so through the dye test and he chose not to fix it We have tried to work with the customer and tested everything There will be no refund given Driver's Auto Repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
The work was not performed correctly and it shows your customer service and rudeness by indicating that the customer does not listen?? You are not the one that not listeningI indicated over and over that if you do not compromise then stop responding to this and we shall see you in court The judge will decide who is telling the truth Would you listen now and stop responding back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Ok a few responses to Drivers continued effort to cover up blame for work insufficiently done, first we did not return auto times to fix heater, we brought auto back immediately after leaving shop to figure out why our GPS was not working, it is correct they said they did not work on GPS and while I do not believe they intentionally damaged it, the fact is that it was working perfectly when entered the shop and not working when left the shop and yes GPS unit is behind dashboard same as area as where they worked on car, but this is not the main issue for this complaint as another shop was able fix by simply attaching wires correctly while fixing the main issue and that is the improper work done on heater coil We did bring it back more times to fix, first time they said they could not replicate it not working, 2nd time they said the issue was the motor fans not working properly and unfortunately this was not covered by our warranty(how convenient) We did deny to have them do additional work as more problems seemed to be created vs being fixed by them working on this In regards to GM admitting shoddy work, it was not Darrell who said this, it was the previous GM who originally was in charge when first brought in, I had recently met him and showed him the pictures of work completed and he admitted that is not ever the proper way to fix issue and apologized saying that work was done behind dashboard and he did not view completed work only taking the word of his mechanic that work was completed properly.In regards to other mechanics reviewing work completed, I will have no problem getting certified letters stating that this is not proper way to repair heater coil and lines A few of them are former employees of Drivers and have said this is the standard operating procedure that Drivers takes when handling all complaints, by rejecting, denying, and then eventually customer will go away I was hoping to handle this issue in a fair and equitable way, but now I am looking forward to having the courts settle this issue I have the original parts that work was done on(see pics attached), and a multitude of mechanics who said they will testify as this is the type of work that gives all mechanics a bad reputation.
Regards,*** ***

In reference to Revdex.com complaint #***:
Mrs*** came in on 04/08/with her battery and check engine light onIt was diagnosed as the alternator being bad and needing new ignition coils and spark plugs with a valve cover gasketWork was performed with permission from the Ms***
After test drive there was not check engine light onA couple of days go by and she calls (04/13/2015) and states the light came back onSo we asked her to bring it back so we could double check the workAfter checking the work, the technician has found that cylinders 4, 5, and had lost compression and we recommended the engine to be replacedMs*** was given credit towards the engine which she told management that was 100% satisfactory to herSo we proceeded to replace the engine transferring all the new parts to the used motor and replacing the catalytic converters with her permissionIt was explained that it would take -weeks for the motor to arrive and she understood thisAfter the motor arrived and was installed, the technician went on a combined mile test drive on different trips to make sure the motor was working and that the check engine light came onThe vehicle was delivered to her house and she signed the paperworkAfter a month or so goes by and Ms*** has called and stated that the light had come back onWe immediately asked her to bring it back because our work comes with a yr., 50,mile warranty and we would get it check out and fixed for herShe replied that she took it to the dealership and they fixed itIt was explained to her that if anybody other that drivers auto repair repairs our warranty work that the warranty is voided

Ms*** has not been treated rudely We are simply responding to the complaint with questions and issues we have with this complaint We took care of the repairs that were necessary to bring it back to before the incident happened Ms*** was not treated as if she was in the wrong The General Manager worked with her to get the vehicle fixed and make sure she was happy with the repair While we are sorry that Ms*** was having back pain and needed to see a chiropractor, there is no way to prove if this is something that was happening before the incident or not If Ms*** was in pain, why was nothing said at the time of the incident? Why did she not get checked out immediately We cannot be held responsible for something that Ms*** claims happened but cannot prove We will not be refunding any money or paying for any medical bills We have fixed the issues with her vehicle and have done what we were supposed to do.Driver's Auto Repair

When *** *** left our facility originally after an
oil change and tire rotation in September, one of the wheels (driver side rear)
did come off the vehicle due to not properly tightening the lug nuts. The
vehicle was brought back to our shop and the customer was taken home.
We
assessed the damage and determined that the following was damaged:
-
Rim
-
Studs
-
Lug Nuts
-
Notch on driver side of rear bumper
We informed her that we would take care of the damage that
we assessed. They wanted a second opinion in regards to the damage by a
facility they normally use for repair. We informed her that we had no
problem with that. We had already replaced the rim, studs and lug nuts so
when the vehicle got over to *** *** * ***, they determined that
the only thing needing to be fixed was the notch in the rear bumper.
*** *** * *** is another repair facility but also a collision
shop. They are not a shop that we use for any of our collision
needs but the customer was adamant about using them so we complied.
The vehicle did have additional scratches and marks on the passenger side
of the rear bumper from a previous incident (not related to anything involved
with Driver’s Auto Repair). While the vehicle was over at *** *** * ***, they called her to offer her a discount to paint the entire rear
bumper assembly to fix all of the scratches. The customer agreed through
them (again, nothing to do with Driver’s Auto Repair or was it originally
caused by the incident) to pay the additional amount to have the entire rear
bumper repainted.
The car was returned to use from *** *** * ***
days after it was dropped off so we could do a final inspection.
Everything looked satisfactory so we contacted the customer to pick the
customer up and give her the car back. We showed the customer all of the
damaged parts and compared them to the new ones. The customer seemed
satisfied and took the car.
Several days later the customer returned stating there was a
noise coming from the driver side rear of the vehicle that she had not heard
before. When we inspected it, we found that the wheel bearing on that hub
was starting to grind/make noise. Because this was very likely caused by
the incident, we went ahead and replaced at no cost to her. The customer
did not have any further complaints about the vehicle. I even personally
followed up with her after a week to make sure that everything was working
great with her car and she confirmed that it was
Although we are very sorry and take responsibility for the
incident that occurred, we did take care of all of the damage that occurred to the
vehicle. We did not let the vehicle leave with additional repairs needing
to be done

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards, why should I respond back with anything when your company is not reasonable wanting to resolve the issue due to the fact that you do not care about your customersThis complaint will stay open indefinitely till I see a reasonable offerOtherwise going forward you will see any response other than the automatic response indicating to your organization that this issue remains open and unresolved

On 7/20/*** *** called and authorized to tow the vehicle in with left front air spring completely collapsed, with wheel rubbing on fenderAfter inspecting the vehicle the tech said the left front air spring was spilt and leaking airIt was recommended that the left front air spring
be replacedI called Mr*** and told him that we had to replace the air spring then re-check it before we could test air spring system since the leak would not allow us to level the air spring systemHe agreed to replace the air spring for $for parts, labor, shop supplies, and taxAfter replacing the air spring the tech reset the level of the ride height and test drove the vehicleAll four air springs were now holding air and were at proper levelIt was notated that the vehicle was low on gas and had expired tags so we could not get a proper test driveMr*** picked up vehicle and returned within a few minutes stating that when trying to adjust air springs the system would go in default and error message would appearI told him to leave it with me to re-testI then had tech re-set the level sensorsI then went to gas station, added gasoline, then test drove vehicleIt was then noticed that when vehicle got to higher speeds that was when the air spring system would go into defaultI scanned the vehicle and tested the level sensors and it was notated that the left front level sensor was reading too high voltage and the right rear level sensor was reading slightly too lowI then called Mr*** to inform him of our finding: he then became angry stating that we should have known that the vehicle had other issues before we installed the air springI then explained to him that if an air spring is not holding air because of leak there is no way to determine if the air spring system has other issues without repair air leak firstHe then refused to pay for additional repairs or pick up vehicle unless I repaired it at no chargeI told him that since the cost of the level sensor was not expensive and was very easy to install I would replace the left front level sensor at no charge to eliminate the sensor as worn then attempted to re-set level systemAfter installing level sensor and re-scanning system it was determined that there was a short between the level sensor and body module that controls the level of each sensorI called Mr*** to inform him of our findings and he became angry and refused to repair or pick up vehicleI told him that I set the level of air springs to higher speed height but I explained that the air spring system was not properly working until the short and or body module were repairedI then talked to Mrs*** and explained the whole situation to her and she agreed for me to deliver the vehicle at their home address
Thank You
Rey ***

We have mailed the information and her pack card to her twiceIt is not the fault of Drivers Auto repair that it got lost in the mailCustomer is more than welcome to return and get informationSecond of all, the engine that was delivered to us did not have an alternator, or spark plugs or ignition coils, nor valve cover gaskets, all that came to us was the block and wire harnessAll the parts that was purchased on RO # *** was transferred onto the preowned motor along with other parts from the other motorYes the new parts from said invoice were placed on the preowned motor and verified by technicians and management staffThe customer was also made aware of your industry leading yr/ 50,mile limited warranty on all parts and labor unless otherwise statedWhich means that the alternator, spark plugs, ignition coils, valve cover gaskets and catalytic converters have this warrantyLastly, we tried to work with customer and she decided to take it to another vendor voiding her warranty on any work performed at drivers auto repairThe other Rep she called is the one at told management that all she wanted was a total refund and to crucify the manager at the other storeShe was also explained that since she took it to another mechanic that she did not have any more warranty with the company

We have no record of this customer coming in to our Driver's Auto Repair #store for any time in October The last time this customer came in, they had a state inspection and that was it We do not believe this person is a recent customer therefore, we cannot respond to this as we
have no knowledge of this If the customer could produce an invoice, we will be able to do further research into this matter.Driver's Auto Repair