Eagle Automotive & Transmission - Franchise

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 In response to Eagle Transmission:Attached is the receipt for the car problemsAs you can see a lot of money was dished out for a simple battery problemI will be more than happy to remove the post as soon as the appropriate funds are renderedAgain, the post where made in a attempt to contact management for Eagle after exhausting all resourcesI in no way wanted to have a back and forth exchange via Revdex.com for over a two month periodI look forward to getting a response for the amount of payment being renderedThank you, [redacted] Regards,

To Whom It May Concern, This is a response to complaint [redacted] Ms [redacted] brought her vehicle ( [redacted] ) in to have an engine overheating and engine stalling issues checked out Ms [redacted] informed Eagle that she was driving the vehicle when it overheated and was forced to continue driving due to traffic situation She also informed Eagle that she drove the vehicle until it finally stopped running Eagle provided a free cooling system check Our technician determined that a pressure test needed to be performed in order to locate a cooling system leak Eagle requested the pressure test fee from the customer and the customer approved Eagle performed the pressure test on customers vehicle and discovered that the radiator had a large crack in the upper plastic header Ms [redacted] was informed that the radiator would have to be replaced first and then the cooling system would then be re-diagnosed The customer approved the replacement of the radiator and the repairs where performed The radiator was replaced, then Eagle retested the cooling system and found that the cylinder head gasket appears to be blown or the cylinder head may be internally cracked (due to extreme overheating from driving) Ms [redacted] was then informed that the engine has suffered collateral damage internally form being overheated and the next step would be to have the cylinder head removed and sent out to be checked for damage Ms [redacted] stated she would not be able to afford to put that kind of money into the vehicle and wanted to pick the car up Ms [redacted] asked how long the car would run and she was told that we unfortunately could not be able to say for sureThe customer showed up at the close of the day to pick up her vehicle several hours later and when we went to pull the car around for her the vehicle would not start up and run Ms [redacted] was informed that we would re-diagnose more the next day after running some preliminary checks firstThe next day Eagle ran some further test towards the engine no start and found that there was engine coolant getting into cylinders #and #and this was because of the internal damage that we told her the day previouslyEagle then notified to the customer that her vehicle would not be able to be driven due to the collateral damage that had occurred from the engine overheating from the radiator leakAt the end of the day Ms [redacted] showed up to retrieve her vehicle with her boyfriend The boyfriend (whom was not involved in any way with this situation initially) suddenly was requesting a refund towards the services that where rendered Eagle informed the couple that we would not be able to give any refund due to the fact that the repair was indeed correct and necessary Eagle then explained once again the situation to Ms [redacted] and her boyfriend that the radiator was indeed bad (Eagle has the original radiator) and had to be replaced Ms [redacted] boyfriend replied that this was never conveyed to them and that it would be just as easy for them to write the credit card charge off as a fraudulent charge and be done with it At this point the customer was told that it is apparent that we are not going to get anywhere with this situation and now that you are talking about illegal and fraudulent activity you now have hrs to have the vehicle removed from the property and that he should feel free to leave the building It is Eagle's standard practice to inform the customer that an initial repair may not solve all the issues Unfortunately , for Ms [redacted] it is obvious that due to driving the vehicle (while overheating) until it stopped, caused collateral damage Eagle strives to have 100% customer satisfaction and are willing to help Ms [redacted] repair the damage to her vehicle but unfortunately Eagle cannot refund any money due to the fact that this initial repair was necessary and correct

To Whom It May Concern; This message is in response to complaint I.D [redacted] We at Eagle were initially told by the customer and her boyfriend that they had already tested the battery and that it was good Therefore, with that being said, we at Eagle performed an electrical diagnosis on the remainder of the charging system The charging machine was attached to the battery and the voltage was reading low Since the customer made it very CLEAR that they had performed their own test on the battery and concluded that it was good, well the next obvious step was to text the alternator This test showed a failure and thus we at Eagle recommended a new alternator After our recommendation, surprisingly to ourselves, the customer only approved the replacement of the alternator only if they provided their own part Obviously their is a pattern here The customer diagnosed their own battery The customer doesn't want to pay fair price for parts and labor (which comes with a warranty) The customer wants to provide their own part (which does not come with a warranty) Subsequently, after the alternator is replaced, it is discovered that indeed their is a problem with the battery (most likely a dead cell from a malfunctioning alternator) The customer decides to take it another facility Now the customer tells Eagle that the other facility discovered that indeed the battery is bad The same battery that they so adamantly declared was tested and not bad Now the customer is claiming that Eagle misdiagnosed their vehicle This obviously is not true If the customer would have allowed us to perform a thorough and complete diagnosis of their charging system, this would have been detected However, the customer made it very clear that if we at Eagle would have tried to sell them a battery, they would have felt like we were not being honest Simply put " [redacted] if you do, [redacted] if you don't" scenario Now the customer wants a refund claiming that we provided a bad diagnosis Let's be very clear, we at Eagle do not believe that this was a bad diagnosis However, we at Eagle, because we do strive to make every customer happy, did inform the customer that if they provided documentation and allowed us to see (with our own eyes) that what they were claiming was true, that we would be willing to work out a fair settlement The person that showed up to our shop refused to provided any documentation or allow Eagle to look under the hood to see if the work that they claimed happened actually happened This is obviously very strange and only leads us to believe that this is simply a part of an elaborate scam Once again, we at Eagle would be more than happy to make this situation right if only the customer can provide documentation and physical proof of their claim

To Whom It May Concern, Unfortunately, it seems that we are unable to come to a resolutionTherefore, we at Eagle are requesting a mediation hearingPlease advise

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Although Eagle Transmission did not create the
initial damage to the vehicle (i.ethe cracked radiator and damaged head
gasket), I do contend that they made the problem with the head gasket worse by
installing a new radiatorThis is a logical conclusion, since I drove the car
into their lot and it started before the radiator replacement was made; after
the radiator was replaced, the car would not start because the new radiator was
pushing coolant into the engineThe manager also said that he believed he
could cause the car to start running again if he put the old radiator back into
the carI do not know how the evidence could be any more clear that,
logically, the radiator replacement performed by Eagle Transmission caused my
car to be unable to start, putting it in worse shape than when it was driven to
them
I also expected them to do a
thorough diagnostic before diagnosing the problem with the carIn my
experience, this is how other repair shops operate; they do a diagnostic and
determine what the matter is with the car, then make suggestions on how to fix
them or whether or not they even are worth fixing
As stated in their second rebuttal,
"We cannot in good [conscience] refund any monies due to the fact that the
radiator was indeed badWe at Eagle feel that this would be construed as an
admission of guilt, which we absolutely do not agree with." This statement
shows that they are more concerned about who is right or wrong than about
"striv[ing] to have 100% customer satisfaction"The manager's
refusal to come to any kind of compromise after having me pay him to render my
car inoperable is just unprofessional and unreasonable, in my opinionIn my
profession (grooming), as with many others, the customer is given a refund if
they are not satisfied with the service provided, even if it is not the fault
of the business or professional providing the service; the thinking is that it
is more important to have happy customers and a good reputation while taking a
small monetary loss (compared to the total money made by the business) than to
refuse to compromise with an unhappy customer and therefore lose potential
customersI will definitely not take my car back to Eagle Transmission, and I
will advise others to do the sameI also noticed (after the fact) that many of
the positive reviews on *** and *** were posted years ago, and there are
few new positive reviewsOne star review was made by Eagle Transmission
themselves, so those good ratings are obviously skewed if you take a closer
look (which I admit I should have done before bringing my car to them)
I did not expect the staff at Eagle to
"predict the future", but I did expect them to make an educated guess
as to what further damage may have been caused to the cooling system due to the
cracked radiator before suggesting that I replace itI expect a professional
expert to be able to do that, and I do not believe that it is unreasonable
They should know which parts make up the cooling system and that they all are
connected and work together; therefore they should have been able to conclude
that the head gasket head may be damaged when they realized that the radiator
was damagedAgain, the manager said that he had no idea why the car would not
start after he installed a new radiator, and did not think that it was due to
the engine damage at first; therefore, he miscalculated the amount of damage
done to the engine even after finding out that there was damage present
Because of his lack of expertise and/or inability to use that to make an
educated guess, I ended up paying $for a "repair" that made my
vehicle no longer usable.
Regards,
*** ***

To Whom It May Concern;
This is in response to Complaint ID [redacted]. We at Eagle are perplexed at Ms. [redacted] continual rejection in light that we at Eagle have agreed to all of her demands. She continues to insist that we at Eagle make her a partial refund if she can provide Eagle with documentation that supports her assertion of a repair that was made by the dealership. We at Eagle have stated time and time again that we would be happy to agree. We have requested that Ms. [redacted] simply fax the corroborating documentation to us [redacted] and if the information supports her claims, then we would be happy to refund her the monies she is requesting. She has yet to do this. We have also tried to contact Ms. [redacted] by phone but were unable to do so (the call went directly to voice mail). We at Eagle feel that unfortunately the only way that we can put this matter to rest is to go to mediation. Therefore, we are kindly requesting a formal mediation. Please advise!
Sincerely,
Eagle Automotive & Transmission

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.  
In response to Eagle Transmission:Attached is the receipt for the car problems. As you can see a lot of money was dished out for a simple battery problem. I will be more than happy to remove the post as soon as the appropriate funds are rendered. Again, the post where made in a attempt to contact management for Eagle after exhausting all resources.. I in no way wanted to have a back and forth exchange via Revdex.com for over a two month period. I look forward to getting a response for the amount of payment being rendered. Thank you,[redacted]
Regards,

To Whom It May Concern,
Unfortunately, it seems that we are unable to come to a resolution. Therefore, we at Eagle are requesting a mediation hearing. Please advise.

To Whom It May Concern,    This is a response to complaint [redacted].  Ms. [redacted] brought her vehicle (1998 [redacted]) in to have an engine overheating and engine stalling issues checked out.  Ms. [redacted] informed Eagle that she was driving the vehicle when it overheated...

and was forced to continue driving due to traffic situation.  She also informed Eagle that she drove the vehicle until it finally stopped running.   Eagle provided a free cooling system check.  Our technician determined that a pressure test needed to be performed in order to locate a cooling system leak.  Eagle requested the pressure test fee from the customer and the customer approved.  Eagle performed the pressure test on customers vehicle and discovered that the radiator had a large crack in the upper plastic header.  Ms. [redacted] was informed that the radiator would have to be replaced first and then the cooling system would then be re-diagnosed.  The customer approved the replacement of the radiator and the repairs where performed.   The radiator was replaced, then Eagle retested the cooling system and found that the cylinder head gasket appears to be blown or the cylinder head may be internally cracked (due to extreme overheating from driving).  Ms. [redacted] was then informed that the engine has suffered collateral damage internally form being overheated and the next step would be to have the cylinder head removed and sent out to be checked for damage.  Ms. [redacted] stated she would not be able to afford to put that kind of money into the vehicle and wanted to pick the car up.  Ms. [redacted] asked how long the car would run and she was told that we unfortunately could not be able to say for sure. The customer showed up at the close of the day to pick up her vehicle several hours later and when we went to pull the car around for her the vehicle would not start up and run.  Ms. [redacted] was informed that we would re-diagnose more the next day after running some preliminary checks first. The next day Eagle ran some further test towards the engine no start and found that there was engine coolant getting into cylinders #2 and #3 and this was because of the internal damage that we told her the day previously. Eagle then notified to the customer that her vehicle would not be able to be driven due to the collateral damage that had occurred from the engine overheating from the radiator leak. At the end of the day Ms. [redacted] showed up to retrieve her vehicle with her boyfriend.  The boyfriend (whom was not involved in any way with this situation initially) suddenly was requesting a refund towards the services that where rendered.  Eagle informed the couple that we would not be able to give any refund due to the fact that the repair was indeed correct and necessary.  Eagle then explained once again the situation to Ms. [redacted] and her boyfriend that the radiator was indeed bad (Eagle has the original radiator) and had to be replaced.  Ms. [redacted] boyfriend replied that this was never conveyed to them and that it would be just as easy for them to write the credit card charge off as a fraudulent charge and be done with it.  At this point the customer was told that it is apparent that we are not going to get anywhere with this situation and now that you are talking about illegal and fraudulent activity you now have 24 hrs to have the vehicle removed from the property and that he should feel free to leave the building.      It is Eagle's standard practice to inform the customer that an initial repair may not solve all the issues.  Unfortunately , for Ms. [redacted] it is obvious that due to driving the vehicle (while overheating) until it stopped, caused collateral damage.  Eagle strives to have 100% customer satisfaction and are willing to help Ms. [redacted] repair the damage to her vehicle but unfortunately Eagle cannot refund any money due to the fact that this initial repair was necessary and correct.

To Whom It May Concern;     This message is in response to complaint I.D. [redacted].  We at Eagle were initially told by the customer and her boyfriend that they had already tested the battery and that it was good.  Therefore, with that being said, we at Eagle performed...

an electrical diagnosis on the remainder of the charging system.  The charging machine was attached to the battery and the voltage was reading low.  Since the customer made it very CLEAR that they had performed their own test on the battery and concluded that it was good, well the next obvious step was to text the alternator.  This test showed a failure and thus we at Eagle recommended a new alternator.  After our recommendation, surprisingly to ourselves, the customer only approved the replacement of the alternator only if they provided their own part.  Obviously their is a pattern here.  1.  The customer diagnosed their own battery2.  The customer doesn't want to pay fair price for parts and labor (which comes with a warranty).3.  The customer wants to provide their own part (which does not come with a warranty).     Subsequently, after the alternator is replaced, it is discovered that indeed their is a problem with the battery (most likely a dead cell from a malfunctioning alternator).  The customer decides to take it another facility.  Now the customer tells Eagle that the other facility discovered that indeed the battery is bad.  The same battery that they so adamantly declared was tested and not bad.  Now the customer is claiming that Eagle misdiagnosed their vehicle.  This obviously is not true.  If the customer would have allowed us to perform a thorough and complete diagnosis of their charging system, this would have been detected.  However, the customer made it very clear that if we at Eagle would have tried to sell them a battery, they would have felt like we were not being honest.  Simply put "[redacted] if you do, [redacted] if you don't" scenario.     Now the customer wants a refund claiming that we provided a bad diagnosis.  Let's be very clear, we at Eagle do not believe that this was a bad diagnosis.  However, we at Eagle, because we do strive to make every customer happy, did inform the customer that if they provided documentation and allowed us to see (with our own eyes) that what they were claiming was true, that we would be willing to work out a fair settlement.   The person that showed up to our shop refused to provided any documentation or allow Eagle to look under the hood to see if the work that they claimed happened actually happened.  This is obviously very strange and only leads us to believe that this is simply a part of an elaborate scam.  Once again, we at Eagle would be more than happy to make this situation right if only the customer can provide documentation and physical proof of their claim.