Diversified Marketing

Our General Manger has been in touch with Ms*** and have agreed to bring vehicle back in to complete repairs to customer's satisfaction We agreed to get vehicle back in shop and
fix vehicle concerns at no cost to customer Customer agrees to this resolution and will be in touch with information for us to retrieve vehicle

Ms*** was told that the spark plugs, ignition coils and alternator came with a year / 50,mile warranty, the engine had a month warrantyWhen the engine was installed in her vehicle all parts she had paid for were transferred from her damaged engine to the used oneThe old engine had lost compression in cylinders 4, 5, and As for the parts still being used, the motor we got for her vehicle comes bare, it did not had any spark plugs or ignition cold nor did it have an alternator on itSo we had to take those items off her old motor to put in this oneAlso, the paperwork for the motor and pack card were mailed twice to herAs far as we were aware, she had received themWe did not know that it never arrivedDrivers Auto Repair has many times tried to help Ms*** out, but when she called the store on *** she told the manager “that all she wants to do is crucify the store manager and get a refund.” We stand by our work and will honor itNothing was over inflated in pricing nor any inflation in laborWe followed the times in *** like we always do when repairing a vehicle like all other shops

Sent: Monday, March 07, 9:AM Subject: Complaint *** I would like to request to have this complaint reopened. We have a response to their last rejection. It took us a little longer to get a response together due to the fact that this has to do with service from 2013. We have also attached the invoice history for the customer to show when they came in and what was done. Here is our response: There is no reason for us to cover up anything. We repaired Mr***'s vehicle and stand behind our work with our warranty. Mr*** claims he had returned only twice and the second visit was when we diagnosed the air motors failure. However, after the initial repair was completed on 12/07/13, he returned three times on 12/31/13, 02/15/and finally on 11/13/to have his heater re-inspected (Invoice # 13132, & respectively). Each time we found nothing wrong with the operation of the heater. It was the fourth visit on 12/30/14, not the second as he claims, he brought the vehicle in because the air was not blowing through the dash as it should. We found the Air Mix and the Air Outlet motors not working and recommended replacement. The Air motors had been working without problem for over a year since the original repair. Had our repair caused damage to the motors and made them malfunction, a problem would have occurred well before a year. The motors were not covered as they were not replaced during the original repair and, again it had been over a year since the repair had been completed. In response to the comments of the previous GM, his comments are questionable because he is a disgruntled former employee and has bias as he works for a direct competitor. As far as getting certified letters from other technicians, I welcome the opportunity to review each of those letters and refute whatever conclusions are presented. Driver’s Auto Repair is dedicated, has always been dedicated and will continue to be dedicated to excellent customer service standards that are both fair and reliable Sincerely, Darroll MH***

Mr*** had tried several times to get in touch with Mr*** He has now reached him and made an appointment with him for o'clock today He will work with Mr*** to reach a mutually acceptable resolution Will keep the Revdex.com informed after the appointment today.Driver's Auto Repair

Again, we did not tell Ms*** that we knew on 7/her transmission was bad. What was said was that we attempted to repair the transmission so she would not have to purchase a transmission. The 2nd failure occurred later that week and was the result of a different part failing. We told her then she needed a transmissionWe offered to credit the crossover labor on the original repair to the purchase of the transmission. It was not until after the vehicle had been driven for miles that the 2nd failure occurred. We tried to help Ms*** by offering to credit the crossover labor toward the transmission repair so she would not pay for labor charges twice. We were not deceptive in any way with the dealings with Ms***. We repaired the codes that came up during the diagnosis. The third part did not fail until afterwards. At THAT time it became apparent that the transmission would need to be repaired. We tried to work with the customer to reduce the cost of the repairs but did not try to “get the rest of the money by offering a discount”. We are sorry that Ms*** is upset, but we did not cause the transmission to fail and did our best to try to help her out

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 We are sorry that you are not happy with your experience If you feel that you need to go to court, that is your right However, we are not at fault and will not issue a refund 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,
Driver's auto response is not acceptable at all They never mentioned anything about their technician messing with wire and relay which caused all the overheating additional issues which was not only costly but could have been very unsafe Their techtold and showed me what he did thinking the relay was not working so he attached wire from wherever to the relay to make it work Ford found this issue and they were astound by this practice What also is amazing that they indicated that they did not find any leak 1st time but upon further diagnostic then they found a leak?? They changed the compressor but never showed nor gave me the faulty compressor as I previously asked So as far as I am concerned there may have not been a leak at all This place not only does not to take the responsibility for their mistake but they have no concern for what they did that could have caused harm to my years old son and my wife They already caused many stress an aggravation I wish I would have checked the web review on this business especially this location There are many complaints They need to stop with lies and lack of accepting responsibilities for their action and show a little concern for what they caused us to at least show some remorse and compensate us for these negligence of theirs Compensation is the least they should be worried They have to be thankful that nothing happened to my family

We will not be refunding any money to the customer as we are not at fault

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
I have spoken to Mr*** at Driver's Auto Repair who is the new General Manager assisting me with my issueAlthough I appreciate the sincerity he has shown and commitment to resolve my issue until I am satisfied, my car is still being look at by the repair shop so I would like to keep the complaint open until we have final resolution
Regards,

To whom it may concern,
You need to go back to the dealer about tire wear because at
no point will Drivers Auto Repair be responsible for your Alignment being out
of OEM specificationI regret that you are having problems with your vehicle
but I cannot make it Drivers Auto Repairs responsibility due to facts like
1.
We never performed a wheel alignment
2.
We never was asked to perform a tire rotation
3.
We never had your wheel lock
Sincerely
Anthony B***
Drivers Auto Repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 company fails over an over to admit their wrong doing.  I indicated the technician pointed out what he did in regards to the relay that he connected by attaching the wire to the relay since he was suspecting the relay was not working properly (he was guessing like anything else that he did).  The tech if he did not attach the wire to the relay then who did.  The car was not taken to any one else.  The tech and the manager should take a lie detector test then the truth will be shown.  No leak test nor picture was ever shown to me.  When the unit was not working we brought the car to them over and over and they did not know why it was not working.  They have poor knowledge of auto repair and should be looked at their business closely by the higher governmental organization to see if they should stay in business.  I am checking into that route along with taking this business to small claim court.  As far as safety issue to my 9 years.  Again that shows how insensitive this company is.  When the engine would overheats in the middle of road because of their negligence then the car will not operate and may stop which other cars on the rear could rear end the car. That is a big safety issue and concern. Ford dealer was astonished by this place doing what they did. It does not take a genus to see my point for safety concern.  We are going round and round with this company.  I can never be satisfied with their answers because they will never admit to their mistakes.

The initial problem with Mr. [redacted]’s [redacted] was brought in for an A/C problem. She was recommended to replace the compressor, which she did but returned because it was not blowing cold. The technician stated the compressor was not compressing, so the General Manager got another compressor...

and had it warrantied so the customer did not have to pay again. The vehicle continued to show problems. The General Manager told her husband to bring in the car on Saturday and they would have it fixed. He took the car to Driver’s Auto Repair [redacted] the next day and was helped by another manager. The technician came up with the same problem, the compressor was bad again. So Ms. [redacted] took it to somewhere else. They found out the vehicle was previously wrecked and it had a ground wire that was not connected. That was shutting off the compressor. She called back and apologized to [redacted] and to Driver’s Auto Repair. We were under the impression that everything was resolved and have since spoken to the customer and she was happy.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

We are very sorry for Ms. [redacted] bad experience with Driver's Auto Repair. We have cut a check to reimburse her for the cost of the diagnostic and will be mailing it today. We hope this resolves this issue.
Driver's Auto Repair

We are refunding Ms. [redacted] $238.34 to resolve this issue. General Manager has already spoken to her about it and she says this will resolve the complaint for her. Check was mailed on May 19th and we have discussed with Ms. [redacted] to contact Revdex.com and let them know the issue is resolved.

[redacted] visit was in regards to getting a wheel alignment and state inspection done with a coupon that he wanted to redeem both when explained that only one coupon either the $59.95 two wheel alignment or -$5.00 off state inspection. In the attachment with signature for service reads “unless otherwise noted, all (REPAIR WORK) shall carry a 5 years/50,000 mile prorated limited warranty” a Wheel Alignment is a Service. Also in signed attachment “all refunds shall be in the form of in-store credit”. The price of the wheel alignment and the state inspection brought the total with tax and shop supplies to $171.70 less his discount for the $59.95 two wheel alignment total parts $0.00 labor$85.45 shop supplies $10.77 tax $0.78 for a discount total of -$74.70 off service of wheel alignment total price paid $97.00. Shop supplies are paid on every invoice for materials used or disposal of product. “Warranty work shall only be performed by Drivers Auto Repair, Unauthorized repairs shall not be horned” by taking it to a third party and having the Alignment done again after Drivers Auto Repair performs one at a discounted rate. No refund will be given.

It is not "apparent" that the vehicle was not in park as Mr. [redacted] states.  If it was not in park, the service employee would not have been able to get out of the car and step away from the vehicle without the vehicle moving on him.  The employee was away from the vehicle, as stated by Mr. [redacted], so it would not have been possible for the employee to leave the vehicle not in park.  This is by NO FAULT of Driver's Auto Repair or its associates.  The vehicle was faulty when it came in and Driver's Auto Repair cannot be held responsible for this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,It's apparent that you guys didn't put it in park. If the vehicle just automatically went into park he would have heard it . Another tech told him that it rolled backwards into the trees.  You guys wrecked my truck I brought the truck to you guys for service and yall were just totally negligent on securing vehicle.  I just wanted me vehicle inspected and returned to me in the same condition it came in .

To who it may concern:   In regards to Ms. [redacted] request for a refund.  Drivers Auto Repair has tried numerous times to contact this customer at 346-216-7768 which is the number we have on file and the number listed on request. The phone message says the phone number is no longer in...

service.   We will be happy to resolve this issue as soon as we are given a valid phone number or the customer comes to the store.   Sincerely,  Jon [redacted] Drivers Auto Repair 281-852-9900

Mr. [redacted]
first visit of a CHECK ENGINE light concern on his vehicle in the form of a
P0445, Large system Evaporative Emissions leak, was...

diagnosed and system smoke
tested as a cracked fuel filler neck. This was verified by the technician and
shown to Mr. [redacted] as the faulty leaking component. Furthermore, this is a
common problem found by [redacted] on the 2011 [redacted]. Filler neck
was replaced and system was sealed. No other issues were found at this time of
visit on 9/5/2015.
            Second
and final visit from Mr. [redacted] indicated that the CHECK ENGINE light came
back on; code was verified as a NEW code of P0457- Loose fuel cap. It was
indicated at that time there was an aftermarket LOCKING fuel cap on the NO CAP
filler neck assembly. It was told to the customer that this filler neck was not
designed to have a fuel cap, engineered by [redacted]. The customer was also shown in
records that this was a different code from the previous CHECK ENGINE light and
repair concern. The customer wanted to leave the locking fuel cap on, but
advised to leave it off per last signed visit invoice. If left on, the customer
was told that this can affect the sealing of the system and affect the light
coming back on.