Lewis Dunlap <[email protected]>Attachments9:02 AM to me Good Morning Nichole,My name is Lewis Dunlap and I am the day time Service manager at Dunlap's Garage, Inc.I am responding to the complaint ID 11307716 on behalf of Dunlap's Garage, Inc. I have Attached 3 invoices that total...
$3,468.76. These are the only invoices we have for [redacted] Roadside Services. I mention this because [redacted] list in complaint a total of $3,471.75.The complaint itself is incomplete in my opinion, allow me to explain. This medium duty 4600 international truck was manufactured in 1993, making it 26 years old. The first time we were contacted to perform work for [redacted] Roadside service was February 12th, 2016. Service rendered this day was a tow (our R.O.#[redacted] to our facility for repairs, as the truck broke down on the highway. Customer also advised he just purchased this truck and had no maintenance records.Shop repairs for the breakdown that caused the tow are on our R.O.#[redacted]. Upper radiator hose was found blown off radiator and clamp missing. We reinstalled the hose with clamp, filled coolant system with water only. This would allow us to find out what caused the hose to blow off radiator through running engine and testing. We found the engine coolant thermostat did not open, causing higher than normal coolant system temperature and pressure. We advised customer of what we found and customer approved replacement of the thermostat. Engine coolant thermostat was ordered, replaced and new engine coolant, coolant additive were installed. Customer also asked us to perform additional work once truck was in shop, same R.O.#[redacted]. It was explained to the customer, this would add time to the repair and truck would be down longer. Customer asked for us to check out the cigarette lighter, as it did not work and brake pressure light in dash comes on. Advised customer brake pressure light was coming on due to a faulty brake low pressure switch and the cigarette lighter had a bad element. Customer advised to replace brake low pressure switch and cigarette lighter element he would take care of. We ordered and replaced the Low pressure brake switch and road tested truck. Coolant system ran at normal temp. and brake pressure light never came on. Customer picked up and paid for R.O.# [redacted] for the towing and R.O.#[redacted] for the repairs that caused the tow and additional repairs requested by customer.Customer returned February 16th, 2016 in the late afternoon. Advised he had ran a call with the truck and the emergency brake was not holding, drivers side door latch was not working, winch was jumping and loosing tension on the tow truck and he wanted to get the truck a p/m service. see our R.O.#[redacted] for these repairs. We found a exact updated replacement winch and cable that the customer approved pricing on. Customer went to Akron to pick up winch to expedite repair vs shipping. Supplier in Akron gave customer wrong winch and customer made a 2nd trip back to get correct winch. We checked customer complaint of door handle on drivers side not working. Found the latch and handle needed replaced. customer approved and parts were ordered and installed. The mentioning of the truck being 26 years old in previous comments, can explain that nobody stocks parts for a 26 year old truck. The international dealership is ordering all the parts for us through their warehouse. We also checked out at the same time, the parking brake complaint. THIS HAS NOTHING TO DO WITH THE LOW BRAKE PRESSURE SWITCH. The parking brake system on this truck is a shoe and drum set up on the back of the transmission and prevents the drive shaft from turning. We adjusted cable/linkage to where there was no more adjustment. Truck still would roll with parking brake applied. advised customer new shoes would be needed to correct this problem. customer did not approve this repair. Truck left with same issue. p/m service was performed and advise customer belts and hoses on the engine were dry rotted and cracking. Customer advised the truck sat for quite some time before he purchased it. Customer picked up and paid for his truck February 18th, 2016.About a week went by and the customer called for a tow truck again. Advised he had a coolant leak. Towed his truck back to our shop and replaced a dry rotted heater hose on the left side of the engine. Customer complained about having another coolant leak and tow bill. I explained to him that the coolant lines and belt conditions were explained already in previous visit. The truck was 26 years old and needed a lot of work. The customer and his wife became argumentative. In good faith, I waived the new tow bill and new repair bill. Advised the customer that we did not want to work on his truck anymore. I further explained that we can not absorb 26 years worth of neglect because we worked on a different hose on your truck. Gave perfect examples to the customer that if we replaced the wiper blade and then the tire on the truck goes flat, it is not our fault. Also explaining, when we brought repairs needed to his attention. He continued to run and operate the truck with out making repairs. This would be a no win situation for us to continue work on his truck. If valid concerns regarding work we performed were a issue, we always stand behind our work. Also giving the customer examples of valid concerns. like engine was over heating still, drivers door did not open or close, winch did not work or brake pressure light still on in dash. Including all things we repaired for the customer.On May 6th, 2016 the customer asked us to tow his truck from [redacted]. See our R.O.# [redacted]. Upon arriving to tow the truck for the customer. We found the truck had been vandalized. The hydraulic brake lines had been cut and fuel contaminated. The invoice for This tow is R.O.#1512391 is for $159.75It is now May 20th, 2016 and the customer has never contacted us regarding any issues regarding repairs we had made.I hope this helps with any questions you may have from us. If you have any other questions, feel free to contact me.
Lewis Dunlap <[email protected]>Attachments9:02 AM to me Good Morning Nichole,My name is Lewis Dunlap and I am the day time Service manager at Dunlap's Garage, Inc.I am responding to the complaint ID 11307716 on behalf of Dunlap's Garage, Inc. I have Attached 3 invoices that total...
$3,468.76. These are the only invoices we have for [redacted] Roadside Services. I mention this because [redacted] list in complaint a total of $3,471.75.The complaint itself is incomplete in my opinion, allow me to explain. This medium duty 4600 international truck was manufactured in 1993, making it 26 years old. The first time we were contacted to perform work for [redacted] Roadside service was February 12th, 2016. Service rendered this day was a tow (our R.O.#[redacted] to our facility for repairs, as the truck broke down on the highway. Customer also advised he just purchased this truck and had no maintenance records.Shop repairs for the breakdown that caused the tow are on our R.O.#[redacted]. Upper radiator hose was found blown off radiator and clamp missing. We reinstalled the hose with clamp, filled coolant system with water only. This would allow us to find out what caused the hose to blow off radiator through running engine and testing. We found the engine coolant thermostat did not open, causing higher than normal coolant system temperature and pressure. We advised customer of what we found and customer approved replacement of the thermostat. Engine coolant thermostat was ordered, replaced and new engine coolant, coolant additive were installed. Customer also asked us to perform additional work once truck was in shop, same R.O.#[redacted]. It was explained to the customer, this would add time to the repair and truck would be down longer. Customer asked for us to check out the cigarette lighter, as it did not work and brake pressure light in dash comes on. Advised customer brake pressure light was coming on due to a faulty brake low pressure switch and the cigarette lighter had a bad element. Customer advised to replace brake low pressure switch and cigarette lighter element he would take care of. We ordered and replaced the Low pressure brake switch and road tested truck. Coolant system ran at normal temp. and brake pressure light never came on. Customer picked up and paid for R.O.# [redacted] for the towing and R.O.#[redacted] for the repairs that caused the tow and additional repairs requested by customer.Customer returned February 16th, 2016 in the late afternoon. Advised he had ran a call with the truck and the emergency brake was not holding, drivers side door latch was not working, winch was jumping and loosing tension on the tow truck and he wanted to get the truck a p/m service. see our R.O.#[redacted] for these repairs. We found a exact updated replacement winch and cable that the customer approved pricing on. Customer went to Akron to pick up winch to expedite repair vs shipping. Supplier in Akron gave customer wrong winch and customer made a 2nd trip back to get correct winch. We checked customer complaint of door handle on drivers side not working. Found the latch and handle needed replaced. customer approved and parts were ordered and installed. The mentioning of the truck being 26 years old in previous comments, can explain that nobody stocks parts for a 26 year old truck. The international dealership is ordering all the parts for us through their warehouse. We also checked out at the same time, the parking brake complaint. THIS HAS NOTHING TO DO WITH THE LOW BRAKE PRESSURE SWITCH. The parking brake system on this truck is a shoe and drum set up on the back of the transmission and prevents the drive shaft from turning. We adjusted cable/linkage to where there was no more adjustment. Truck still would roll with parking brake applied. advised customer new shoes would be needed to correct this problem. customer did not approve this repair. Truck left with same issue. p/m service was performed and advise customer belts and hoses on the engine were dry rotted and cracking. Customer advised the truck sat for quite some time before he purchased it. Customer picked up and paid for his truck February 18th, 2016.About a week went by and the customer called for a tow truck again. Advised he had a coolant leak. Towed his truck back to our shop and replaced a dry rotted heater hose on the left side of the engine. Customer complained about having another coolant leak and tow bill. I explained to him that the coolant lines and belt conditions were explained already in previous visit. The truck was 26 years old and needed a lot of work. The customer and his wife became argumentative. In good faith, I waived the new tow bill and new repair bill. Advised the customer that we did not want to work on his truck anymore. I further explained that we can not absorb 26 years worth of neglect because we worked on a different hose on your truck. Gave perfect examples to the customer that if we replaced the wiper blade and then the tire on the truck goes flat, it is not our fault. Also explaining, when we brought repairs needed to his attention. He continued to run and operate the truck with out making repairs. This would be a no win situation for us to continue work on his truck. If valid concerns regarding work we performed were a issue, we always stand behind our work. Also giving the customer examples of valid concerns. like engine was over heating still, drivers door did not open or close, winch did not work or brake pressure light still on in dash. Including all things we repaired for the customer.On May 6th, 2016 the customer asked us to tow his truck from [redacted]. See our R.O.# [redacted]. Upon arriving to tow the truck for the customer. We found the truck had been vandalized. The hydraulic brake lines had been cut and fuel contaminated. The invoice for This tow is R.O.#1512391 is for $159.75It is now May 20th, 2016 and the customer has never contacted us regarding any issues regarding repairs we had made.I hope this helps with any questions you may have from us. If you have any other questions, feel free to contact me.