Downing Street Garage

Business Response to a Complaint Complaint ID#: *** Company Name: downing street garage Company Contact: ben burns Company Phone: Company Email: [email protected] Person Who Sent the Complaint: *** *** Staff Member:
stephanie sudduth Response: We have been in contact with Mr*** and have found resolution to the problem AT NO COST TO HIMWe have since reassembled the vehicle and parted ways with ***He had a balance of dollars for the work performed and has since picked up his vehicleSent on: 4/14/11:51:AM Sent by:

Initial Business Response /* (1000, 13, 2015/06/08) */
As we stated to the customer prior to repairs and noted on the invoice, the parts we installed on the vehicle were customer supplied and did not carry a warranty. After installing the parts we needed to perform preliminary repairs to ensure...

that the air suspension was capable of working. Before any work was performed on the vehicle we discussed this with the customer and informed him that we cannot warranty an work being performed because of the customer supplied parts and the nature of the repairs. the repairs to the vehicle's air suspension lines were not the recommended repairs but a more cost effective approach that we informed the customer of. They were not guaranteed to work and as such were not under warranty. After the repairs were completed, the vehicle's suspension control light came on, however the suspension was functioning properly and we recommended further diagnostic time to address the light, however the customer declined to have this next step taken. About a month after the repairs, we were contacted by the customer and informed that the suspension was not properly working, at which time we told him that we would be happy to look at the vehicle again and address his concerns.As we are a Napa auto care facility, we suggested that he take it to another facility as they could diagnose it and inform us of any problems that it may have that we addressed. Because of the nature of the repairs, the vehicle was not under warranty which is clearly stated on the invoice. I would be happy to share the customer invoice of work performed if needed.