Driver's Auto Repair

At this point, [redacted] is just becoming aggressive and derogatory and wants to make it seem like Driver’s Auto Repair does not do business in a professional and upstanding way, which we do. The force with which she is reporting the incident at this point almost seems like a personal attack against our General Manager. When the vehicle came in, it was towed in because it would not start. Therefore, the check engine light or any other series of problems could have been going on with the vehicle that Driver’s Auto Repair would have no knowledge of since the would not start. No vehicle repair shop can completely diagnose a vehicle that it cannot start. All work was done in good faith and discussed with the customer at length. We offer a fantastic warranty which the customer was not only made aware of but also encouraged to use and bring the vehicle back to find out the problem. [redacted] made the appointment to bring it back and then never showed up. We have no control over that, but it states clearly in the warranty section of the invoice, which was signed by the customer, that if they take the vehicle somewhere else, the warranty is void. We cannot take the word of a competitor that there are other issues with the vehicle. Driver’s Auto Repair is required to inspect it ourselves. If [redacted] did not feel comfortable taking it back to the Driver’s Auto Repair #[redacted], we have 13 other shops she could have taken it to and had the same warranty work done. We cannot be held responsible for monies paid by [redacted] to another shop without having first inspected the vehicle ourselves to see if there was anything we did wrong.
By the tone and content of [redacted]’s responses, she seemed to not trust the work from the moment she came into the shop. If that is the case, she could have taken her vehicle to another shop and had the work done there and not done any work with Driver’s Auto Repair. The last response had profanity and insults and didn’t really give any new information as to why she did not accept our resolution. At this point, it does not seem like she wants to work to resolve the issue, just point the blame at Driver’s Auto Repair. We did the work in good faith and offered to work with her. The work was done and approved by the customer. We will not refund any money to [redacted], nor do we feel we have done anything wrong.
We continue to be here to try to work towards a resolution, but we will not simply offer a refund because the customer is cursing and insulting us.
Driver’s Auto Repair

Customer came is for a brake inspection on the first vehicle and was quoted a price to have the work done. Customer has signed in both sections stating that she agree to pay for the repair and that she was the one who authorized the repairs on the Jeep Liberty. The second vehicle in question was a...

Dodge Durango. Customer had a check engine light on and some noise while driving. They diagnosed the the spark plugs (which were different types) were bad and had 3 coils bad. Customer was presented with the recommended work which she agreed for the shop to do. Also recommended a rear differential service. When the service was performed, the technician noticed there was metal shavings on the housing. Ticket was documented and the customer signed both spots noting that she was informed of this and took vehicle instead. Customer never came back for any more noises nor did she bring the vehicle back for Drivers Auto to reinspect.

Sent: Wednesday, June 29, 2016 4:20 PMSubject: RE: Complaint 10143027 To whom it may concern, I would like to start off by staying Drivers Auto repair is sorry you had a bad experience at the Pearland location. I would like the opportunity to re-earn your trust by showing you we do care about your...

concern. With all your repairs comes with a 3 year 36,000 warranty on parts and labor. If you need any help please contact me at 281-598-1654 Anthony [redacted] 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.  
I have had my car examined by two reputable car repair
companies here in [redacted] on [redacted] & [redacted] and they both say that my car
does not need a belt tensioner as Drivers Auto Repair has noted. The problem is
the AC compressor is going bad so another bad call on Drivers Auto again.  I trusted in this Company and they are not to be trusted.
They also advised me to replace my belt which was
another bad call by Drivers Auto.  If I
had never gone to Drivers Auto, my car would not be in the shape that it is in
now.  Yes, I do have a lot of miles on my
car but typically you can drive an [redacted] about 300,000 miles, it was a good running car before bringing it to Drivers Auto for a small leak in my power steering back in [redacted], which by the way cost me $[redacted] with the belt.  Just like the other car repairmen have stated
the compressor generally does not go bad on a car unless something has been done to
it.
Drivers Auto suggested that I receive their credit
card so that they can continue to gouge me and since the service in [redacted] my car
has not run the same.  I will now have to
get a new car sooner because of their service.  They have not saved me money but have cost me thousands of dollars.
[Provide details of why you are not satisfied with this resolution.]
Regards,

. Mrs. [redacted] had the vehicle towed to [redacted] where it was inspected and found that the transmission fluid was low 3.5 quarts. The normal fluid capacity for this vehicle is just under 9 quarts. . Mrs. [redacted] residence is 1.7 miles away from Driver’s Auto Repair. Driving 1.7 miles with the fluid being 3.5 quarts low would not do any permanent damage to the transmission. Nowhere on the invoice given to Mrs. [redacted] by Munday Mazda does it state that there could be any future problems with the transmission as stated by Mrs. [redacted]. Mrs. [redacted] request to have the transmission replaced on a 7 year old vehicle if there is any future problems whatsoever with the transmission is very unreasonable demand. Driver’s Auto Repair has done everything Mrs. [redacted] has requested and tried to make Mrs. [redacted] happy.

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.  
The issue actually belongs to the shock absorber manufacturer for having a faulty product; I will accept the $500 service credit from [redacted] if he will provide documentation to my email [redacted] or mailed to my home address which he has on record.  My frustration is not related to [redacted], but to his predecessor who over 3 months repeatedly said he was addressing the issue, when it is clear he was not.
[redacted]

Our managers are currently researching to find out the details of this situation. We will respond shortly.
Driver's Auto Repair

The customer has brought the vehicle back to the shop on December 26th and has had the problem fixed. The vehicle is running great. The general manager is contacting the customer to make sure she is happy and the issue is resolved.

-----Original Message-----
From: [redacted]
Sent: Friday, August 22, 2014 3:11 PM
To: drteam
Subject: RE: Complaint [redacted]
 
Here is our response back to the complaint:
 
      We had tried to...

contact Mr. [redacted] several times and left multiple messages but he will not return our phone calls.  In the claim Mr. [redacted] states that the ignition coils were not replaced and that he paid for all of them to be replaced. In the invoice it clearly states that only one ignition coil was replaced.  When he went to Mckay’s Automotive they replaced 2 additional ignition coils.  This vehicle has a total of 6 ignition coils. 
Mckay’s Automotive states that the intake manifold gasket had not been replaced, but Driver’s Auto Repair never charged Mr. [redacted] for an intake manifold gasket.  Mr. [redacted] also had a problem with his vehicle overheating. After the thermostat was replaced and the cooling system was flushed his overheating concern went away.  Mr. [redacted] also says he paid Driver’s Auto Repair to change the oil in his vehicle but nowhere on the invoice has Mr. [redacted] been charged for this service.  Mr. [redacted] did come into Driver’s Auto Repair with 3 old spark plugs and said that Mckay’s Automotive informed him that 3 out of the 6 spark plugs had not been replaced.

[redacted] called and stated that her car would not start. She would turn the key and nothing would happen. I informed her that we could have the SUV towed to our shop. The tech checked the vehicle out and found the starter need to be replaced. I worked up the estimate at the correct labor time...

of 3.0 hours at our correct labor rate. I then put the part in the system and the system marked the part up accordingly. The estimate was roughly $[redacted] and that included the tow. At that time [redacted] called about the estimate. I gave him the price and felt that was high and wanted the tow bill removed. I stated the repair had to be over $[redacted] for the free tow. He said he would talk to his [redacted] and call back. A few minutes later [redacted] called about the estimate. I informed her that I had spoken with her [redacted] and he said he was going to talk with her about the repair with her. She said he did not tell her so I explained everything to her. She said she wanted to check pricing and call me back. She called back a little later with estimates from different shops. I said I would match the price of the lowest one with no problem. As any competitor would do. She also said she saw a coupon on our web site that said free tow with repairs of $[redacted] or more. I had never seen this coupon and to the best of my knowledge know the repair had to exceed $[redacted] for free towing. I informed [redacted] that I was new to the company and if she could tell me where she saw the coupon, I would look at it and honor it if it applied. I then got on our site where she said the coupon was and it was there. I told [redacted] that I saw the coupon and would have no problem applying to her invoice along with the price match of our competitor. Witch I’m sure the estimate did not include FREE towing. At that point she said to do the repair. I explained the parts had to be ordered and that would take some time. We did have other car ahead of hers that held the tech up long than expected. After the starter was replaced and everything was back together, the tech started the SUV. The SUV started sluggish. We did not know how the SUV started before because it was towed in and did nothing when the key was turned. He did more diagnostics at NO extra cost to the customer to find out why. He informed me that the codes were pointing to the crank sensor having a problem. I asked him had to remove the sensor when doing the repair. He stated the sensor was not removed nor unplugged during the repair. I work up the estimate for the new repair and I called [redacted] to inform her of what we found. I explain what we know up to that point and informed her if we did the repair I would do it at a discounted price because she was already doing business with us. She state that she would hold off on that repair and need to pick the SUV up. She came in that night around 6 and did not like the way the SUV was starting. The manager came to get me from the back shop where I was lending a hand to the tech. After trying to explaining many times to [redacted] and her [redacted] that we were unaware of how her SUV was starting prior to the repair because again it was towed in and not doing anything. If there were other issues we would not know this until after getting the SUV to start. They did not like my explanation and I apologized to them from me not explaining the situation clearly enough for them to understand. I told them both that I wanted then to be happy want would have my tech recheck his work to verify the problem. She said she could not leave the SUV that night be would return on [redacted]. I said that was fine and we would recheck the SUV then and go from there. [redacted] never did not return on [redacted] like she said she would. She then called me on [redacted] stating that she took the car to another shop to have the repair done and wanted us to pay for the labor. I informed [redacted] that she agreed to bring the SUV back to us that [redacted] witch she chose not to return. By her taking the SUV elsewhere and having them do a repair to something she thinks we did voided her warranty. She had a warranty with Driver’s Auto Repair on our work, NOT another shop. I did nothing but try to help [redacted]. There was nothing dishonest or manipulative about any of my actions. I was insulted by [redacted] saying that I purposely damaged her vehicle when I’ve done nothing but try to help her. Had she returned to Driver’s Auto Repair on [redacted] like she agreed and we found a problem with our repair, it would have been fixed under warranty and at no extra cost.
[redacted]

The customer did not say any reason why they do not agree with our resolution so I have no idea how to respond back.

When [redacted] came in to our store I did ask him why he didn’t call us since the warranty is with Driver’s Auto Repair as it states on all of our invoices....

It also states that unauthorized repairs shall not be honored. For customer relations I did offer [redacted] a $500.00 in store credit for his inconvenience. This credit is more than he paid in [redacted] for the repair. As it states on all Driver’s Auto Repair invoices that any refund will be given back in the form of an in store credit. I feel that this is a fair offer. Driver’s Auto Repair wants nothing more than for [redacted] to be happy. [redacted] General Manager
Driver’s Auto Repair [redacted]

We are currently looking into the situation and will update shortly.
Driver's Auto Repair

A refund check in the amount of $249.46 was issued and mailed on October 9, 2014 to Ms[redacted]. She has stated that this will resolve her issue with Driver's Auto Repair. We believe this resolves this complaint.
Driver's Auto Repair

To Whom It May Concern:
I regret that your vehicle is still having problems. I would like to ask for the opportunity to inspect your vehicle for further concerns and help get this issue resolved. Please contact me at [redacted].
[redacted]

During our inspection of [redacted]’ vehicle we did check the compressor. The compressor was not making noise, and the pressures were good. We would never recommend a compressor unless we were sure it had failed. All of our repairs were completed in good faith and the work is solid. The repairs come with a 3 yr. 36,000 mile limited prorated warranty.
The false fact stated by “The Other Car Repairman” that compressors generally do not go bad unless something is done to it is ridiculous. AC compressors in vehicles as well in homes go out all the time. There are businesses that focus just on this type of repair. There are several Vendors in the [redacted] area that only sell ac parts including compressors. They specialize in providing kits to include the drier, orifice tube/expansion valve/liquid line.
It does appear that no matter what we say, [redacted] will not believe us. The simple fact that the A/C system blows cold and that the pressures were in the correct range, and that the ac was not making noise tells us that it is not the compressor. When the compressor is switched on the tensioner begins to bounce and clack. If the spring inside the tensioner was good it would be a smooth ride and adjust to the load with no noise.
We would hate for [redacted] invest in the compressor repair when it has not failed yet.
We employ ASE Certified Technicians. Not a car repairman.
As stated in our previous response, we hope that [redacted] finds a repair facility that she can trust.
There is no damage done to her vehicle by Driver’s Auto Repair. We are not obligated to replace parts on a vehicle that were not damaged by us. If the customer chooses to have the ac repair work completed at another facility then when it doesn’t correct her concern she can return to us to have the tensioner repair completed. We will not replace parts that were not previously installed by us.
Driver’s Auto Repair always does the right thing in the event we were at fault. In this case it appears that customer is trying to take advantage of the situation. We have diagnosed her car in good faith. We have not said anything bad about competitors and we never would.
This vehicle has over 190,000 miles on it. The vehicle has additional concerns outside of the noise [redacted] is concerned with. We hope that [redacted] finds a facility that she can trust.

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.  
Regards,