In regards to this complaint, an original number was agreed upon by Petro and Ms [redacted] Ms [redacted] then requested an additional amount that is currently being reviewed by our General ManagerHe received another email from Ms [redacted] and plans to call her back tomorrow to discuss I will follow up with you tomorrow when we have spoken with the customer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As [redacted] mentioned in his response dated 10/21/14, to the Revdex.com and my phone conversation with him regarding the issue; was for his business to check my vehicle for the parts that his business installedWhy? because it was having the same exact mechanical symptoms and issues, as when I brought the vehicle to his business in October Per phone conversation with [redacted] he acknowledged to me that AAA customers have a year warranty on parts and labor that his business would honorAlso, his business provides a 12month/ thousand mile warranty, according to (Dubs Garage) advertising literature that his business markets to me via the US postal serviceOf course, I cannot control when my vehicle malfunctionsAlso, the malfunction was within both warranty time periods Again, I never demanded for his business personnel to change out the " idle control motor", I simply asked for his business to check the parts his business installed pertaining to the complaint I emphasized this with his service manager, but was told there would be a diagnostic fee -regardless( this conversation took place outside the business office with the service manager) [redacted] also mentioned in our phone conversation that he heard the conversation between me and the service manager on the day I was presentWhy did he not just come out from behind the wall or wherever and alleviate the problem with dialogIn my opinion, this is positive customer serviceI feel the this most likely would have ended the conflict What I don't understand, is why a business owner would want to severe a business relationship with loyal customer who has had his vehicles' serviced and spent thousands of dollars over the yearsI had been going to Dubs Garage for many years I have nothing against Dubs personnel: mechanics, service manger or [redacted] It was just the customer service that day Regards, [redacted] ***
We spoke with the customer yesterday and did credit off the fee If there is anything additional you need please let me know Regards, [redacted] CT District Admin&Operations supervisor 203-985-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: everything they said in their response is trueI have sent them the numbers that they are looking for and am waiting for them to decide whether to accept the amount or reject itIf they accept it and send me a check in that amount I will be satisfied with the resultIf they do not send me a check in the amount , I will not be satisfiedThe end result still remains to be seen Sincerely, [redacted]
Dear [redacted] ***, I am responding to the complaint filed against my business on 10/2/(ID [redacted] ) I am sorry to hear that the customer has filed a complaint but pleased to have the opportunity to respond First, the customer wanted my shop to warranty a part that my technicians did not install: the idle control motorWhen he originally brought the car to us on 10/11/2013, he had already taken his car to another shop or individual who had installed the idle control motor but this had not fixed his complaintHe asked us to diagnose and correct this problem which we did by installing a throttle position sensorThis corrected his complaint that the engine" idles fast sometimes" He paid the invoice and we did not hear from him until recently Eleven months later on 10/2/14, the customer returned and almost demanded that we warranty his idle control motor (which we did not install)His complaint this time was different - the engine" idles to low and then surges"We tried to explain that we can't warranty a part we did not installWe told him that we would be glad to check his car but if his problem did not relate to the part we installed, there would be a diagnosis charge The customer reported this to AAA because we are members in good standing and was told that we had the right to charge for a diagnosisHe then emailed me and asked that I call him which I didDuring that conversation, I told him we would check the parts that we installed for no charge but we would not diagnose anything else without charging him for the diagnosis It seems incredible that the customer would not return to the shop or individual who installed the idle control motor and try to have it warrantied by them if he thought that was what was wrongWe can't warranty a part we did not installFurthermore, if we had installed a part that malfunctioned, we would need to check and diagnose the problem so that we could return the part to the manufacturer under their warranty policies Sincerely, [redacted] 10/21/
We have reached out to Mrs [redacted] regarding complaints and after discussing options have closed out the account based on customer's request At this time, we believe Mrs [redacted] is satisfied with the resolutionShe will not be responsible for any additional fees Thanks, *** [redacted]
Revdex.com: Petro Oil Company has contacted me [redacted] , a customer service manager, has reviewed with me my current contract for oil burner servicing / automatic oil delivery set to expire November 30, She also verbally agreed to rescind the " renewal" 9/16/through 9/30/ceiling price/automatic delivery agreement in its entirety I am currently awaiting written confirmation of this new cancellation agreement With reference to complaint ID [redacted] , I find that this resolution is TENTATIVELY satisfactory and upon receipt of written confirmation, resolution of this case will become completely satisfactory Thank you for facilitating this matter on my behalf Sincerely, [redacted]
The local office spoke wtih the customer regarding the price they had agreed to and came to a resolution on how to handle previous delivery price If there is anything else needed in regards to this complaint please feel free to contact me directly [redacted] ** [redacted]
We are going to reach out to this customer to discuss the plan as well as options for moving forward If you have any specific questions, please feel free to contact me Regards, [redacted] [redacted] Petro Home Services CT District Admin & Operations Supervisor [redacted]
A supervisor in the local office has spoken with this customer and resolved the issue
If you have any further questions, please feel free to reach out to me directly
Regards,
*** ***
Admin & Operation Supervisor
CT
District
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
As *** *** mentioned in his response dated 10/21/14, to the Revdex.com and my phone conversation with him regarding the issue; was for his business to check my vehicle for the parts that his business installedWhy? because it was having the same exact mechanical symptoms and issues, as when I brought the vehicle to his business in October
Per phone conversation with ** ** he acknowledged to me that AAA customers have a year warranty on parts and labor that his business would honorAlso, his business provides a 12month/ thousand mile warranty, according to (Dubs Garage) advertising literature that his business markets to me via the US postal serviceOf course, I cannot control when my vehicle malfunctionsAlso, the malfunction was within both warranty time periods
Again, I never demanded for his business personnel to change out the " idle control motor", I simply asked for his business to check the parts his business installed pertaining to the complaint . I emphasized this with his service manager, but was told there would be a diagnostic fee -regardless( this conversation took place outside the business office with the service manager)
** ** also mentioned in our phone conversation that he heard the conversation between me and the service manager on the day I was presentWhy did he not just come out from behind the wall or wherever and alleviate the problem with dialogIn my opinion, this is positive customer serviceI feel the this most likely would have ended the conflict
What I don't understand, is why a business owner would want to severe a business relationship with loyal customer who has had his vehicles' serviced and spent thousands of dollars over the yearsI had been going to Dubs Garage for many years. I have nothing against Dubs personnel: mechanics, service manger or *** ***It was just the customer service that day
Regards,
** ***
We have reached out to Mrs*** regarding complaints and after discussing options have closed out the account based on customer's request
At this time, we believe Mrs*** is satisfied with the resolutionShe will not be responsible for any additional fees
Thanks,
***
***
** ***
***
We spoke with the customer yesterday and did credit off the fee
If there is anything additional you need please let me know
Regards,
*** ***
CT District
Admin&Operations supervisor
203-985-
Dear *** ***,
I am responding to the complaint filed against my business on 10/2/(ID ***)
I am sorry to hear that the customer has filed a complaint but pleased to have the opportunity to respond
First, the customer wanted my shop to warranty a part that my technicians did
not install: the idle control motorWhen he originally brought the car to us on 10/11/2013, he had already taken his car to another shop or individual who had installed the idle control motor but this had not fixed his complaintHe asked us to diagnose and correct this problem which we did by installing a throttle position sensorThis corrected his complaint that the engine" idles fast sometimes" He paid the invoice and we did not hear from him until recently
Eleven months later on 10/2/14, the customer returned and almost demanded that we warranty his idle control motor (which we did not install)His complaint this time was different - the engine" idles to low and then surges"We tried to explain that we can't warranty a part we did not installWe told him that we would be glad to check his car but if his problem did not relate to the part we installed, there would be a diagnosis charge
The customer reported this to AAA because we are members in good standing and was told that we had the right to charge for a diagnosisHe then emailed me and asked that I call him which I didDuring that conversation, I told him we would check the parts that we installed for no charge but we would not diagnose anything else without charging him for the diagnosis
It seems incredible that the customer would not return to the shop or individual who installed the idle control motor and try to have it warrantied by them if he thought that was what was wrongWe can't warranty a part we did not installFurthermore, if we had installed a part that malfunctioned, we would need to check and diagnose the problem so that we could return the part to the manufacturer under their warranty policies
Sincerely,
*** ***
10/21/
We are going to reach out to this customer to discuss the plan as well as options for moving forward
If you have any specific questions, please feel free to contact me
Regards,
*** ***
Petro Home Services
CT District
Admin & Operations
Supervisor
***
I am forwarding to the appropriate manager to look into the accountWe will be contacting the customer to attempt to resolve
Regards,
*** ***
*** ***
** ***
***
Revdex.com:
Petro Oil Company has contacted me ***, a customer service manager, has reviewed with me my current contract for oil burner servicing / automatic oil delivery set to expire November 30, 2014. She also verbally agreed to rescind the " renewal" 9/16/through 9/30/ceiling price/automatic delivery agreement in its entirety. I am currently awaiting written confirmation of this new cancellation agreement. With reference to complaint ID ***, I find that this resolution is TENTATIVELY satisfactory and upon receipt of written confirmation, resolution of this case will become completely satisfactory.
Thank you for facilitating this matter on my behalf.
Sincerely,
*** ***
In regards to this complaint, an original number was agreed upon by Petro and Ms [redacted] Ms [redacted] then requested an additional amount that is currently being reviewed by our General ManagerHe received another email from Ms [redacted] and plans to call her back tomorrow to discuss I will follow up with you tomorrow when we have spoken with the customer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As [redacted] mentioned in his response dated 10/21/14, to the Revdex.com and my phone conversation with him regarding the issue; was for his business to check my vehicle for the parts that his business installedWhy? because it was having the same exact mechanical symptoms and issues, as when I brought the vehicle to his business in October Per phone conversation with [redacted] he acknowledged to me that AAA customers have a year warranty on parts and labor that his business would honorAlso, his business provides a 12month/ thousand mile warranty, according to (Dubs Garage) advertising literature that his business markets to me via the US postal serviceOf course, I cannot control when my vehicle malfunctionsAlso, the malfunction was within both warranty time periods Again, I never demanded for his business personnel to change out the " idle control motor", I simply asked for his business to check the parts his business installed pertaining to the complaint I emphasized this with his service manager, but was told there would be a diagnostic fee -regardless( this conversation took place outside the business office with the service manager) [redacted] also mentioned in our phone conversation that he heard the conversation between me and the service manager on the day I was presentWhy did he not just come out from behind the wall or wherever and alleviate the problem with dialogIn my opinion, this is positive customer serviceI feel the this most likely would have ended the conflict What I don't understand, is why a business owner would want to severe a business relationship with loyal customer who has had his vehicles' serviced and spent thousands of dollars over the yearsI had been going to Dubs Garage for many years I have nothing against Dubs personnel: mechanics, service manger or [redacted] It was just the customer service that day Regards, [redacted] ***
We have forwarded this information to someone in the local office Regards, *** [redacted] Admin & Operations Supervisor CT District
We spoke with the customer yesterday and did credit off the fee If there is anything additional you need please let me know Regards, [redacted] CT District Admin&Operations supervisor 203-985-
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: everything they said in their response is trueI have sent them the numbers that they are looking for and am waiting for them to decide whether to accept the amount or reject itIf they accept it and send me a check in that amount I will be satisfied with the resultIf they do not send me a check in the amount , I will not be satisfiedThe end result still remains to be seen Sincerely, [redacted]
Dear [redacted] ***, I am responding to the complaint filed against my business on 10/2/(ID [redacted] ) I am sorry to hear that the customer has filed a complaint but pleased to have the opportunity to respond First, the customer wanted my shop to warranty a part that my technicians did not install: the idle control motorWhen he originally brought the car to us on 10/11/2013, he had already taken his car to another shop or individual who had installed the idle control motor but this had not fixed his complaintHe asked us to diagnose and correct this problem which we did by installing a throttle position sensorThis corrected his complaint that the engine" idles fast sometimes" He paid the invoice and we did not hear from him until recently Eleven months later on 10/2/14, the customer returned and almost demanded that we warranty his idle control motor (which we did not install)His complaint this time was different - the engine" idles to low and then surges"We tried to explain that we can't warranty a part we did not installWe told him that we would be glad to check his car but if his problem did not relate to the part we installed, there would be a diagnosis charge The customer reported this to AAA because we are members in good standing and was told that we had the right to charge for a diagnosisHe then emailed me and asked that I call him which I didDuring that conversation, I told him we would check the parts that we installed for no charge but we would not diagnose anything else without charging him for the diagnosis It seems incredible that the customer would not return to the shop or individual who installed the idle control motor and try to have it warrantied by them if he thought that was what was wrongWe can't warranty a part we did not installFurthermore, if we had installed a part that malfunctioned, we would need to check and diagnose the problem so that we could return the part to the manufacturer under their warranty policies Sincerely, [redacted] 10/21/
We have reached out to Mrs [redacted] regarding complaints and after discussing options have closed out the account based on customer's request At this time, we believe Mrs [redacted] is satisfied with the resolutionShe will not be responsible for any additional fees Thanks, *** [redacted]
Revdex.com: Petro Oil Company has contacted me [redacted] , a customer service manager, has reviewed with me my current contract for oil burner servicing / automatic oil delivery set to expire November 30, She also verbally agreed to rescind the " renewal" 9/16/through 9/30/ceiling price/automatic delivery agreement in its entirety I am currently awaiting written confirmation of this new cancellation agreement With reference to complaint ID [redacted] , I find that this resolution is TENTATIVELY satisfactory and upon receipt of written confirmation, resolution of this case will become completely satisfactory Thank you for facilitating this matter on my behalf Sincerely, [redacted]
The local office spoke wtih the customer regarding the price they had agreed to and came to a resolution on how to handle previous delivery price If there is anything else needed in regards to this complaint please feel free to contact me directly [redacted] ** [redacted]
We are going to reach out to this customer to discuss the plan as well as options for moving forward If you have any specific questions, please feel free to contact me Regards, [redacted] [redacted] Petro Home Services CT District Admin & Operations Supervisor [redacted]
A supervisor in the local office has spoken with this customer and resolved the issue
If you have any further questions, please feel free to reach out to me directly
Regards,
*** ***
Admin & Operation Supervisor
CT
District
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
As *** *** mentioned in his response dated 10/21/14, to the Revdex.com and my phone conversation with him regarding the issue; was for his business to check my vehicle for the parts that his business installedWhy? because it was having the same exact mechanical symptoms and issues, as when I brought the vehicle to his business in October
Per phone conversation with ** ** he acknowledged to me that AAA customers have a year warranty on parts and labor that his business would honorAlso, his business provides a 12month/ thousand mile warranty, according to (Dubs Garage) advertising literature that his business markets to me via the US postal serviceOf course, I cannot control when my vehicle malfunctionsAlso, the malfunction was within both warranty time periods
Again, I never demanded for his business personnel to change out the " idle control motor", I simply asked for his business to check the parts his business installed pertaining to the complaint . I emphasized this with his service manager, but was told there would be a diagnostic fee -regardless( this conversation took place outside the business office with the service manager)
** ** also mentioned in our phone conversation that he heard the conversation between me and the service manager on the day I was presentWhy did he not just come out from behind the wall or wherever and alleviate the problem with dialogIn my opinion, this is positive customer serviceI feel the this most likely would have ended the conflict
What I don't understand, is why a business owner would want to severe a business relationship with loyal customer who has had his vehicles' serviced and spent thousands of dollars over the yearsI had been going to Dubs Garage for many years. I have nothing against Dubs personnel: mechanics, service manger or *** ***It was just the customer service that day
Regards,
** ***
We have reached out to Mrs*** regarding complaints and after discussing options have closed out the account based on customer's request
At this time, we believe Mrs*** is satisfied with the resolutionShe will not be responsible for any additional fees
Thanks,
***
***
** ***
***
We spoke with the customer yesterday and did credit off the fee
If there is anything additional you need please let me know
Regards,
*** ***
CT District
Admin&Operations supervisor
203-985-
Dear *** ***,
I am responding to the complaint filed against my business on 10/2/(ID ***)
I am sorry to hear that the customer has filed a complaint but pleased to have the opportunity to respond
First, the customer wanted my shop to warranty a part that my technicians did
not install: the idle control motorWhen he originally brought the car to us on 10/11/2013, he had already taken his car to another shop or individual who had installed the idle control motor but this had not fixed his complaintHe asked us to diagnose and correct this problem which we did by installing a throttle position sensorThis corrected his complaint that the engine" idles fast sometimes" He paid the invoice and we did not hear from him until recently
Eleven months later on 10/2/14, the customer returned and almost demanded that we warranty his idle control motor (which we did not install)His complaint this time was different - the engine" idles to low and then surges"We tried to explain that we can't warranty a part we did not installWe told him that we would be glad to check his car but if his problem did not relate to the part we installed, there would be a diagnosis charge
The customer reported this to AAA because we are members in good standing and was told that we had the right to charge for a diagnosisHe then emailed me and asked that I call him which I didDuring that conversation, I told him we would check the parts that we installed for no charge but we would not diagnose anything else without charging him for the diagnosis
It seems incredible that the customer would not return to the shop or individual who installed the idle control motor and try to have it warrantied by them if he thought that was what was wrongWe can't warranty a part we did not installFurthermore, if we had installed a part that malfunctioned, we would need to check and diagnose the problem so that we could return the part to the manufacturer under their warranty policies
Sincerely,
*** ***
10/21/
We are going to reach out to this customer to discuss the plan as well as options for moving forward
If you have any specific questions, please feel free to contact me
Regards,
*** ***
Petro Home Services
CT District
Admin & Operations
Supervisor
***
I am forwarding to the appropriate manager to look into the accountWe will be contacting the customer to attempt to resolve
Regards,
*** ***
*** ***
** ***
***
Revdex.com:
Petro Oil Company has contacted me ***, a customer service manager, has reviewed with me my current contract for oil burner servicing / automatic oil delivery set to expire November 30, 2014. She also verbally agreed to rescind the " renewal" 9/16/through 9/30/ceiling price/automatic delivery agreement in its entirety. I am currently awaiting written confirmation of this new cancellation agreement. With reference to complaint ID ***, I find that this resolution is TENTATIVELY satisfactory and upon receipt of written confirmation, resolution of this case will become completely satisfactory.
Thank you for facilitating this matter on my behalf.
Sincerely,
*** ***