DMR Group North Carolina

As stated by the Business. I've taken the time to review your email with the attached complaint from MsM***, I've also reviewed the repair documents associated with the Chevrolet Equinox On 5/29/*** M*** did in fact drop the Equinox for repair (MsM*** was not
present during the initial discussion between *** and myself nor did I speak to her at any point during 5/29/2015), during my initial contact with *** he requested a "Tune Up"I recall speaking with him in detail about exactly what he was requesting as a tune up on a computer controlled vehicle can mean several different things ranging from spark plugs only, to plugs, coils, wires, MAP sensor, MAF sensor, etcHe stated he was concerned about routine maintenance and servicing the vehicle proactivelyI agreed with his mindfulness and explained that we would scan the vehicle thoroughly and if there were any other concerns, we would address them as required. At 9:10am (5/29/2015) my office manager (Nancy Saldana) prepared the invoice detailing what services were being requested, *** reviewed the invoice, signed the authorization to proceed, thanked me and departedAt no time did he mention an overheat condition or concern, had he mentioned it, or requested it be a part of the service we would have complied with his request and it would have been indicated on the work orderAt 10:27am 5/29/I performed a complete digital scan of the secondary ignition system (I have attached a copy of the scan record from that morning)There was a history failure record stored for interruption of serial data stream at Mass Air Flow Sensor but all other fuel delivery systems appeared in outstanding conditionAt that point, spark plugs, secondary ignition cables and the MAF sensor were replaced, the failure record was cleared and we reset the ECM adaptive strategyThe vehicle was road tested and accurate MAF sensor value was confirmed*** was then notified to pick vehicle up which he did (still no mention of an overheat condition, nor did I personally experience any overheating during my systems testing or road testing) In MsM***s complaint she states that the car was "Picked up on Friday", she doesn't mention it but the date was May 29thIn her statement she then contends that the car overheated on Monday but she does not include a date, she goes on to contend that she dropped the car off on Wednesday but again, no dateI mention this because if you'll look at the invoice dates there are several weeks between picking vehicle up for "Tune Up" and dropping it for an overheat concernThe drop date was the following month on 6/18/(That is the better part of a month later) Lastly, she asks for a partial refund for the repairs performed on 5/29/2015, the reason she states is because she feels we did not correct an overheat concern? She is correct in that we did not pursue an overheat condition, we performed the repairs stated on the work order that was signed by MrM***If we had pursued an overheat condition it would have had no effect on the parts and labor charges for the plugs, cables and MAF sensor as the cooling system is a completely different system of the vehicleI am deeply saddened that Mrand MsM*** feel their experience here was anything less than exemplary but at no time were we duplicitous or deceptive Thank you for your time, Sincerely, D*** *** President DMC Transmissions E Thompson Blvd Ventura, Ca. (805) 652-www.dmctransmissions.com

Complaint:
I am rejecting this response because:
I was there at vehicle drop as my husband needed a ride home, overheating was mentioned verballyWe dropped off and picked up vehicle on Friday, May 29th.....we noticed overheating on Monday, June 1st and contacted DMC We were unable to inspect repair when we picked up car on Friday, because it was their closing time We scheduled drop off on Wednesday, June 3rd, for reinspection I was contacted by Donny, on Friday June 5th, when he told me that I "unequivocally needed a new radiator" I picked up car got repair shops' estimates, both of which were shocked that I was told I needed a new radiator and possible water pumpOther shops estimated for wiring to fan replaced DMC attempted for a second time to dupe us for repairs not needed The fact that there is no mention in business response that they were in err for recommending radiator replacement is proof to me of being dishonest Regarding June 18th, I don't know where that date comes from
Regards,
L*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10708514, and find that this resolution is satisfactory to me I don't want to waste more time back and forth, my frustration is that when dmc did evaluate overheating, they told us we needed to replace radiator and possibly water pump When we took our vehicle for a second opinion, it was found that there is nothing wrong with radiator or water pump in my opinion, dmc could not determine why our vehicle was overheating and simply figured having radiator replaced would solve issue even if it means costing us more money and would not have resolved over heating issue Thank Revdex.com for attempting to resolve this issue
Regards,
*** M***

MsM*** contends in her response that she was at DMC Transmissions the morning of 5/29/to pick her husband up for a ride from the facility, perhaps that is so but she was certainly not a part of any discussion I had with *** M***. He and I were the only participants with respect to a verbal discussion, during that time I recall no mention of an overheat conditionIt is the very reason any and all concerns are listed in writing for the client to review and sign. The signed invoice reflects nothing whatsoever with respect to overheatingBeyond that, if there would have been a mention of overheating it would have had no effect on the amount *** M*** was billed for the spark plugs, cables and MAF sensor replacementThose parts were diagnosed and replaced per ***'s request and the price would have been the same regardless of additional concerns (in this case overheating)The amount billed would have been exactly the same for repairs completed and additional repairs would have additional billingNo overcharging was done, nor was there any overlap of labor. With respect to repairs done elsewhere I cannot comment on them, I was not present during those repairs. I have no way of confirming what was or was not done. In conclusion, it seems apparent that Ms. M*** is frustrated because she feels the root concern she had was not addressedIn DMC's defense, we would have gladly pursued diagnosing an overheat concern if we had been made aware of itTo ignore a clients vehicle concern is counterintuitive to our business model, (anyone's business model for that matter)Businesses earn profit by exchanging goods and services and this business is no different than any other. Ms M*** asks for a partial refund of her original invoiceA partial refund for what? What part of the service does she want a refund for? We did as we were asked to do, the plugs, the secondary ignition cables and the MAF sensor are new and installed correctlyNeither Mror MsM*** were overcharged for any service rendered to their Chevrolet Equinox, the computer failure records were cleared and there is a comprehensive warranty in place. All of us here at DMC Transmissions Incwish Mrand MsM*** continued success with their vehicle. Sincerely, D*** ***PresidentDMC Transmissions