Eagle River Service Center, Inc.

It's hard to even respond to this complaint. I've been in charge of Eagle River Service Center, Inc.,
since 1995 when I purchased the company from my cad. I worked for my father for 15 years before that.
I (we) were never subjected to a person who had no sense of what's...

going on with his vehicle, time,
or day of the week it is.
As I understand it, he didn't make the appointment. The car was either referred, or subbed to us, by
another local shop. I remember the call because my tech asked me if I could squeeze it in - my tech
was told on the phone it needed at "shift solenoid 'D' ". I told my tech to explain that a code for SSD
doesn't always mean it needs a solenoid pack. It could need a TCM, have compromised wiring, a
solenoid pack, or have internal transmission damage. However, if it just needed a solenoid pack it
costs around $189.00 plus one hour's labor to change it. He was never promised anything -- we didn't
even know what was wrong yet.
The vehicle, a rusted out old caravan with close to 200,000 miles on it, by the age and condition of
the van I would assume it's a 2nd or 3rd vehicle, was dropped off, I'm not sure when, or by whom, the
owner, or the other repair facility. There was never a work order made for it, so I assume it was after
hours at the other shop.
I checked solenoid "D" in the solenoid pack and it checked ok. So we now know the diagnosis from
the other shop was in error, and I have to start at square one. I've already used the time I was going
to work it in between jobs -- I'm usually booked 1 to 2 weeks in advance. That's when the problem
began.
It's unfurtunate his van broke over Christmas -- it was very busy. As it was we kept on our schedule
so as not to have other clients upset if their vehicle was not finished when scheduled, as they actually
had appointments.
We were closed the Friday after Christmas, just to give the guys a needed break. I however still
worked, I also do towing and was on rotation for the Police & Sheriff's Department. It was busy.
Saturday I recovered a snowmobile that fell through the ice on Catfish Lake (the driver was ok).
Sunday afternoon I decided to delve into the rusty caravan. I spent about 3 more hours on it and
found a corroded off wire in the loom -- that didn't fix it, but did locate another circuit that was bad -between
the power distribution center and the TCM (transmission control module). I stopped there on
Sunday.
Monday morning the owner of the van called 3 times before 10 a.m. Of course the office doesn't
interrupt the techs each time the phone rings, but the 3rd call, Cori, my wife & office secretary, comes
out of the office into the shop, tears streaming, upper lip quivering and hands me the phone. I was
[redacted] when I asked "Can I help you?" His response was, "FIX MY G'D D**N CAR NOW!!"
If I wasn't mad enough for being rude to my wife, I was certainly over the top now. I lost it and told
him I wouldn't fix his van -- called him every expletive I could come up with - he reciprocated -- and I
told him to come get his car off of my property. (Of course I already had it diagnosed , and wanted to
put it together so it wasn't a problem for the other shop). I was doing just that when he called again,
this time yelling and swearing at Cori -- telling her he called the Sheriffs Dept. , teliling her "F[redacted]
YOU" as he hung up.
I just finished a computer relearn and road tested the van as the deputy arrived. He asked what
happened, I explained, he shook his head with a smile, entered that into his computer, said let me
know if there's any more problems, and left.
Around noon the other shop called and asked when that van would be ready. I explained the whole
saga, delivered it to their shop and explained what I did.
It was at no charge to the shop.
[redacted]- President, ERSC Inc.
p.s. One of his complaints was he had to rent a car. He never asked -- we have 2 free loaner cars - both were available.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The only ounce of truth is at the end of the call when I said "f[redacted] you" out of shear frustration.  Otherwise, never once did I utter a derogatory comment in the rest of the calls.  Why did I repeatedly call?  Van was promised EOB Dec 22nd.  Not one call, not one response from messages left.  Eventually, I had keep calling to see the status my van, as we ended.  Had I known they were so far behind I would have saved money by taking the van to the dealer and returning the rental as dealers stick to their guarantees  and keep their clients up to date.  They are professional.  They are courteous.  They are honest.
On top of it, his response is only meant to belittle me.  He even chooses to make fun of my van.  If he would like to provide me a brand new van or even something newer, I would happily accept.  In the meantime, I would settle for a professional, respectful, courteous and honest business.
Notice, no personal attacks.  Perhaps you could learn something here [redacted].
Sincerely,
[redacted]

1. As I see it, the customer should have no concerns. The van was repaired at no charge & delivered to EagleRiver Tire. If he was charged by Eagle River tire it is beyond my control.2. If we offended him by stating his van was Old, rusty & high mileage, I apologize. It was stated to show weassumed it wasn't his primary vehicle & not a high priority. (I'm not aware that he even called 6 times. I knowhe called 3 times the last morning).3. I don't feel the need to apologize for losing my temper & swearing at him after he shouted "Finish my G*dD*mn car" in my ear and finished with a "Fk You" to my wife.To sum up, in my opinion, there's nothing more we can do to alleviate his outrage.Sincerely,[redacted]