Please find the attached invoicesMr [redacted] provided his own spark plugs, which is the "least expensive" option to start to clear the cause of his check engine light being litWe replaced spark plugs earlier in (invoice [redacted] )The customer provided spark plugs that did not meet manufacturer recommendations at that time but declined our recommendation to return with more expensive, recommended plugsSince we were aware of the spark plugs that were installed in January, we recommended replacing those with ones that were recommended, originally in January, as a starting point.As he mentions, I offered to credit the diagnostic fee of $and we still have the engine cover hereSince automotive repair, like medicine, involves trouble-shooting - we give the customer information on all possible causes of their issueThe offer to discuss this matter in person is because emailing explanations of possible engine troubles is not productiveMr***'s accusation that we did not wish to leave a paper trail is both insulting and unwarrantedHe spent a total of $in October with usHe provided his own spark plugs, and parts supplied by customers are not covered by any warranty or refund policy.A Acura MDX with a 3.5L Vand 150,miles is likely to have issues with the EGR ports, noted in the $labor quoteWhen performing that work, it is recommended to replace the intake manifold gasketThere is more detail to explain and discuss all of this which, again, is why Mr [redacted] was asked repeatedly to come discuss this with myself, our general manager, and our mechanicI regret that he chose to go to another facility to have work performedThat facility should have explained that the repairs were not a guarantee to get the check engine light to turn off.Mr [redacted] was offered the replacement plastic cover and a refund of $for the diagnostic feeIt was my intent to offer a refund on the labor for replacing the spark plugs as well when we met if it became clear that we were not understanding one anotherI did not want to offer that via email because the of the importance of meeting and discussing this all in personMr [redacted] will not be offered any more refunds other than those mentioned here
I received notification of this response on 1/12/The notification came through before Noon, but I did not check the email account until 10PMI still would like the opportunity to talk about this situation with Mr [redacted] in personI understand, and appreciate, that his preferred method of communication is email - but there are points and counterpoints and questions that arise when discussing diagnostics that make email incredibly inefficient and ineffective in resolving issues and understanding one anotherAn example would be my point about the spark plugsI was referring to the January repair, not more recent replacement.Please keep this case open through next week so that I am able to meet with the General Manager and mechanic to review Mr***'s email
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Please find the attached invoice You will also find attached e-mails I did not receive replies from I did provide my own spark plugs The quote from Eavers for spark plugs were $ This is just the spark plugs, does not include labor to replace spark plugs It is my understanding they order parts from [redacted] , per a conversation e-mail with MrEavers I asked Eavers the exact part number of the spark plugs, which they provided to me over phone and the same spark plugs cost $ordering directly from [redacted] There was also a $5-dollar marebate plus a free T-Shirt from the company I saved $ordering the parts myself, and there is no difference between what Eavers orders and what I order Matter of fact the other quoted parts on my invoice was $for ignition coils and $for Intake Manifold Gasket Set I paid $for factory ignition coils and $for factory gasket That’s another $in savings In total, including spark plugs, $savings for ordering my own parts and it took me approximately minutes This is another problem I have discussed with MrEavers Their quoted parts are extremely expensive and there is absolutely no difference between me ordering and them ordering It honestly takes minutes to order spark plugs and they would have profited $on this particular order, if I would had gone through with the order from them Most customers do not check into these things, but if they were to know this information, I am sure they would purchase their own parts as well and would feel like they were being ripped off by Eavers Secondly, I picked replacing the spark plugs from Eavers three recommended options not because it was the “least expensive” option but because it was the “recommended” option It was recommended by [redacted] , it was recommended by Eavers, it was recommended by many mechanics I know personally, and it was the recommended option on many of the car forums and internet sites I went to while researching the codes given by the OBDscanner I mentioned Eavers above, and to explain, when I told the Eavers representative I was unwilling to pay for all three recommendations and asked his professional opinion on the most likely cause, it was communicated to me that the spark plugs were the most likely culprit So, no, I did not choose that option because it was the “least expensive.” As far as the service to replace spark plugs previously, back in January, MrEavers is almost accurate The plugs I purchased then were not recommended according to an Eavers technician, however, I could not find any information regarding the plugs that stated there was a problem The plugs I purchased were actually more expensive than the plugs Eavers recommended So that portion is inaccurate, I didn’t buy less expensive plugs Also, it was not Eavers that was “aware of the recommendation in the past,” it was me that remembered this information and I advised Eavers of the recommendation they made previously I asked them to look up the invoice from January Please keep in mind the vehicle did not have a check engine light from January – beginning of October so it is very unlikely the spark plugs I provided were the issue Otherwise, the check engine light would have illuminated a lot sooner, days after or a week max if there were a problem There was never any dispute over the $credit or replacing the engine cover that they lost MrEavers acknowledged their technician lost the original engine cover and offered to order a new one I do not agree that discussing this over e-mail is not productive I actually disagree entirely and believe it is very productive For example, both of us can look over invoices, talk to the appropriate people, think about what needs to be addressed, write down what needs to be addressed and accurately relay this information in e-mail format Maybe MrEavers didn’t respond to e-mail’s because of his viewpoint on e-mail communication vs in-person, but he never relayed this viewpoint to me directly However, I never turned down the opportunity to meet with MrEavers and his team I will comment on that later I completely agree that automotive repair takes troubleshooting, however like I outlined in my original complaint, this “troubleshooting” was never done This is my main reason for this complaint and I have expressed this concern to MrEavers multiple times without a response I agreed to a $diagnostic fee to find the cause of the problem to the vehicle However, the technician read the codes from a OBDscanner and those recommended fixes were printed out This is not a true diagnostic, its simply an automated computer recommendation that may be inaccurate If proper diagnostics were done, the technician would have told me the exact cause, not three separate and very expensive things to “try.” For example, spark plugs can be tested to see if they are good or bad If they are good, move to the next step Ignition coils can be tested to see if they are good are bad If they turned out to be good, move on to next step The only one that cannot be tested unless the work is performed is the cleaning of the EGR ports From my understanding of MrEavers, is the recommended choice from his technician is the EGR port cleaning and replacement of the gasket I have a problem with this recommendation for many reasons It was never communicated this was the likely culprit Replacing the spark plugs was recommended After much research, if EGR ports are clogged the OBDscanner will likely show code 04XX All codes shown on the OBDscanner were 03XX I had the EGR ports cleaned and there were no differences, so the recommendation of Eavers was inaccurateTo comment on MrEavers response, there has never been a time that I refused to meet with him or his team This is completely inaccurate and I do not know where this information is coming from Matter of fact, I contacted MrEavers to make these arrangements (meet and pickup parts/refund), however, there was no communication back from MrEavers Since I didn’t hear back from MrEavers previously, I even let MrEavers know if I didn’t hear a response from him, I would be contacting the Revdex.com, so this should not have been a surprise to MrEavers You will see the attempted contact in my uploaded files Since I didn’t hear back from MrEavers previously and when warning him that I would be contacting the Revdex.com, I had no other conclusion to make except he was failing to communicate and make contact with me As far as the comment made by me as if it seemed as if he didn’t want to leave a paper trail, this was a conclusion I made based on the fact the main issue here was never replied to by e-mail, and ignored several times If I was inaccurate to draw this conclusion, I do apologize, however the many people I have talked to about the issue at hand, agreed completely as well I took their suggestions to heart and my own thoughts before contacting regarding this issue Again, I never disagreed to meet in person, that is completely inaccurateI have decided to decline this request from MrEavers simply because I do not know exactly the offer at this point If he was going to offer a labor refund including a diagnostic refund and replace the missing cover, he should have communicated that to me over e-mail, before meeting in-person The whole point of contacting MrEavers prior to filing a complaint with the Revdex.com was to give him the opportunity to make things right There was clearly, in my opinion, negligence on Eavers and failure to perform the services promised There was also failed communication by MrEavers Last, there were side effects due to their failures For example, because they failed to diagnose the problem correctly, and MrEavers failed communication, I had to resort to taking the vehicle somewhere else This resulted in me driving the vehicle with these problems, that should have been fixed originally from Eavers, leading to possible damage to the vehicle An engine misfire, especially multiple misfires with a check engine light that flashes, is a serious problem that needs to be fixed immediately Damage to the catalytic converter can happen, which I believe has happened This is a very expensive repair Again, if the problem would have been diagnosed correctly, it would have been fixed immediately, therefore not resulting in this conclusion The reason I had to take it to another repair facility is because at the time and still am currently, I was in a dispute with Eavers Until that dispute was resolved, I did not feel comfortable taking my vehicle back to Eavers Due to some of the technician’s behavior, not installing and engine cover and losing it plus not performing a proper diagnostic, I lost trust in Eavers to perform the job Also, I did not know what that technician would do, he could cause further harm to the vehicle For example, if you have ever complained about your food at a restaurant, there are times employees will “spit” to get revenge The same applies here, except a vehicle is more expensive to replace if an employee gets agitated with a customerI am optimistic that MrEavers and I can come to an agreement, but I believe more clarification is needed before accepting any solution A lot of MrEavers responses were inaccurate as well, so I hope this will add light to the situation at hand I would like to however let MrEavers know that I am not “out to get him.” I have taken a lot of time in my e-mail’s to him outside of Revdex.com, before contacting the Revdex.com, to resolve the issue before having to make this decision I take a considerable amount of time thinking about the situation and what I need to say to MrEavers I am actually very disappointed and hurt, because before this incident, I recommended Eavers to everyone I knew I use to take my vehicles there many times, my family took their vehicles there, and even my brother took his vehicles there when he didn’t have time to work on them himself Not to mention the many people that I have recommended to Eavers, and trust me, it’s a lot I hope MrEavers understands my initial complaint, my e-mails before Revdex.com, my complaint to Revdex.com is out of complete concern to his business, because the job that was performed recently was simply not good I would love to rebuild the trust in Eavers, but it honestly depends on how MrEavers responds and fairly deals with this current problem Thank you Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrEaver's said he needed to talk to his General Manager and Mechanic, so until he responds to my previous message and has the opportunity to talk to these people and respond I must reject this as of now. Again, I believe the majority of the problems here need to be discussed via e-mail communication before meeting in-person. Once that is resolved, I would of course meet in-person. I disagree that e-mail makes this messy to resolve and actually believe it makes it easier. In response to the spark plugs in January, if MrEavers reads my message again, that is the spark plug change I was referencing. I believe I actually reference the old spark plug change and also the new to cover both topics. I believe it is very important to read e-mails in detail, so there is no confusion. Again, I believe we are on the path to a solution in which I would be able to accept but the previous e-mail needs to be replied to. Thank you
Regards,
*** ***
Please find the attached invoices. Mr. [redacted] provided his own spark plugs, which is the "least expensive" option to start to clear the cause of his check engine light being lit. We replaced spark plugs earlier in 2017 (invoice [redacted]). The customer provided spark plugs that did not meet manufacturer...
recommendations at that time but declined our recommendation to return with more expensive, recommended plugs. Since we were aware of the spark plugs that were installed in January, we recommended replacing those with ones that were recommended, originally in January, as a starting point.As he mentions, I offered to credit the diagnostic fee of $15.95 and we still have the engine cover here. Since automotive repair, like medicine, involves trouble-shooting - we give the customer information on all possible causes of their issue. The offer to discuss this matter in person is because emailing explanations of possible engine troubles is not productive. Mr. [redacted]'s accusation that we did not wish to leave a paper trail is both insulting and unwarranted. He spent a total of $90.95 in October with us. He provided his own spark plugs, and parts supplied by customers are not covered by any warranty or refund policy.A 2005 Acura MDX with a 3.5L V6 and 150,000 miles is likely to have issues with the EGR ports, noted in the $187.50 labor quote. When performing that work, it is recommended to replace the intake manifold gasket. There is more detail to explain and discuss all of this which, again, is why Mr. [redacted] was asked repeatedly to come discuss this with myself, our general manager, and our mechanic. I regret that he chose to go to another facility to have work performed. That facility should have explained that the repairs were not a guarantee to get the check engine light to turn off.Mr. [redacted] was offered the replacement plastic cover and a refund of $15.95 for the diagnostic fee. It was my intent to offer a refund on the labor for replacing the spark plugs as well when we met if it became clear that we were not understanding one another. I did not want to offer that via email because the of the importance of meeting and discussing this all in person. Mr. [redacted] will not be offered any more refunds other than those mentioned here.
I received notification of this response on 1/12/18. The notification came through before Noon, but I did not check the email account until 10PM. I still would like the opportunity to talk about this situation with Mr. [redacted] in person. I understand, and appreciate, that his preferred method of communication is email - but there are points and counterpoints and questions that arise when discussing diagnostics that make email incredibly inefficient and ineffective in resolving issues and understanding one another. An example would be my point about the spark plugs. I was referring to the January 2017 repair, not more recent replacement.Please keep this case open through next week so that I am able to meet with the General Manager and mechanic to review Mr. [redacted]'s email.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please find the attached invoice. You will also find attached e-mails I did not receive replies from. I did provide my own spark plugs. The quote from Eavers for spark plugs were $143.94. This is just the spark plugs, does not include labor to replace spark plugs. It is my understanding they order parts from [redacted], per a conversation e-mail with Mr. Eavers. I asked Eavers the exact part number of the spark plugs, which they provided to me over phone and the same spark plugs cost $77.94 ordering directly from [redacted]. There was also a $5-dollar mail-in rebate plus a free T-Shirt from the company. I saved $66.00 ordering the parts myself, and there is no difference between what Eavers orders and what I order. Matter of fact the other quoted parts on my invoice was $337.99 for ignition coils and $67.99 for Intake Manifold Gasket Set. I paid $221.94 for factory ignition coils and $40.00 for factory gasket. That’s another $156.05 in savings. In total, including spark plugs, $222.05 savings for ordering my own parts and it took me approximately 15 minutes. This is another problem I have discussed with Mr. Eavers. Their quoted parts are extremely expensive and there is absolutely no difference between me ordering and them ordering. It honestly takes 5 minutes to order spark plugs and they would have profited $66.00 on this particular order, if I would had gone through with the order from them. Most customers do not check into these things, but if they were to know this information, I am sure they would purchase their own parts as well and would feel like they were being ripped off by Eavers. Secondly, I picked replacing the spark plugs from Eavers three recommended options not because it was the “least expensive” option but because it was the “recommended” option. It was recommended by [redacted], it was recommended by Eavers, it was recommended by many mechanics I know personally, and it was the recommended option on many of the car forums and internet sites I went to while researching the codes given by the OBD2 scanner. I mentioned Eavers above, and to explain, when I told the Eavers representative I was unwilling to pay for all three recommendations and asked his professional opinion on the most likely cause, it was communicated to me that the spark plugs were the most likely culprit. So, no, I did not choose that option because it was the “least expensive.” As far as the service to replace spark plugs previously, back in January, Mr. Eavers is almost accurate. The plugs I purchased then were not recommended according to an Eavers technician, however, I could not find any information regarding the plugs that stated there was a problem. The plugs I purchased were actually more expensive than the plugs Eavers recommended. So that portion is inaccurate, I didn’t buy less expensive plugs. Also, it was not Eavers that was “aware of the recommendation in the past,” it was me that remembered this information and I advised Eavers of the recommendation they made previously. I asked them to look up the invoice from January. Please keep in mind the vehicle did not have a check engine light from January – beginning of October so it is very unlikely the spark plugs I provided were the issue. Otherwise, the check engine light would have illuminated a lot sooner, days after or a week max if there were a problem. There was never any dispute over the $15.95 credit or replacing the engine cover that they lost. Mr. Eavers acknowledged their technician lost the original engine cover and offered to order a new one. I do not agree that discussing this over e-mail is not productive. I actually disagree entirely and believe it is very productive. For example, both of us can look over invoices, talk to the appropriate people, think about what needs to be addressed, write down what needs to be addressed and accurately relay this information in e-mail format. Maybe Mr. Eavers didn’t respond to e-mail’s because of his viewpoint on e-mail communication vs in-person, but he never relayed this viewpoint to me directly. However, I never turned down the opportunity to meet with Mr. Eavers and his team. I will comment on that later. I completely agree that automotive repair takes troubleshooting, however like I outlined in my original complaint, this “troubleshooting” was never done. This is my main reason for this complaint and I have expressed this concern to Mr. Eavers multiple times without a response. I agreed to a $45.00 diagnostic fee to find the cause of the problem to the vehicle. However, the technician read the codes from a OBD2 scanner and those recommended fixes were printed out. This is not a true diagnostic, its simply an automated computer recommendation that may be inaccurate. If proper diagnostics were done, the technician would have told me the exact cause, not three separate and very expensive things to “try.” For example, spark plugs can be tested to see if they are good or bad. If they are good, move to the next step. Ignition coils can be tested to see if they are good are bad. If they turned out to be good, move on to next step. The only one that cannot be tested unless the work is performed is the cleaning of the EGR ports. From my understanding of Mr. Eavers, is the recommended choice from his technician is the EGR port cleaning and replacement of the gasket. I have a problem with this recommendation for many reasons. 1. It was never communicated this was the likely culprit. Replacing the spark plugs was recommended. 2. After much research, if EGR ports are clogged the OBD2 scanner will likely show code 04XX. All codes shown on the OBD2 scanner were 03XX. 3. I had the EGR ports cleaned and there were no differences, so the recommendation of Eavers was inaccurate. To comment on Mr. Eavers response, there has never been a time that I refused to meet with him or his team. This is completely inaccurate and I do not know where this information is coming from. Matter of fact, I contacted Mr. Eavers to make these arrangements (meet and pickup parts/refund), however, there was no communication back from Mr. Eavers. Since I didn’t hear back from Mr. Eavers previously, I even let Mr. Eavers know if I didn’t hear a response from him, I would be contacting the Revdex.com, so this should not have been a surprise to Mr. Eavers. You will see the attempted contact in my uploaded files. Since I didn’t hear back from Mr. Eavers previously and when warning him that I would be contacting the Revdex.com, I had no other conclusion to make except he was failing to communicate and make contact with me. As far as the comment made by me as if it seemed as if he didn’t want to leave a paper trail, this was a conclusion I made based on the fact the main issue here was never replied to by e-mail, and ignored several times. If I was inaccurate to draw this conclusion, I do apologize, however the many people I have talked to about the issue at hand, agreed completely as well. I took their suggestions to heart and my own thoughts before contacting regarding this issue. Again, I never disagreed to meet in person, that is completely inaccurate. I have decided to decline this request from Mr. Eavers simply because I do not know exactly the offer at this point. If he was going to offer a labor refund including a diagnostic refund and replace the missing cover, he should have communicated that to me over e-mail, before meeting in-person. The whole point of contacting Mr. Eavers prior to filing a complaint with the Revdex.com was to give him the opportunity to make things right. There was clearly, in my opinion, negligence on Eavers and failure to perform the services promised. There was also failed communication by Mr. Eavers. Last, there were side effects due to their failures. For example, because they failed to diagnose the problem correctly, and Mr. Eavers failed communication, I had to resort to taking the vehicle somewhere else. This resulted in me driving the vehicle with these problems, that should have been fixed originally from Eavers, leading to possible damage to the vehicle. An engine misfire, especially multiple misfires with a check engine light that flashes, is a serious problem that needs to be fixed immediately. Damage to the catalytic converter can happen, which I believe has happened. This is a very expensive repair. Again, if the problem would have been diagnosed correctly, it would have been fixed immediately, therefore not resulting in this conclusion. The reason I had to take it to another repair facility is because at the time and still am currently, I was in a dispute with Eavers. Until that dispute was resolved, I did not feel comfortable taking my vehicle back to Eavers. Due to some of the technician’s behavior, not installing and engine cover and losing it plus not performing a proper diagnostic, I lost trust in Eavers to perform the job. Also, I did not know what that technician would do, he could cause further harm to the vehicle. For example, if you have ever complained about your food at a restaurant, there are times employees will “spit” to get revenge. The same applies here, except a vehicle is more expensive to replace if an employee gets agitated with a customer. I am optimistic that Mr. Eavers and I can come to an agreement, but I believe more clarification is needed before accepting any solution. A lot of Mr. Eavers responses were inaccurate as well, so I hope this will add light to the situation at hand. I would like to however let Mr. Eavers know that I am not “out to get him.” I have taken a lot of time in my e-mail’s to him outside of Revdex.com, before contacting the Revdex.com, to resolve the issue before having to make this decision. I take a considerable amount of time thinking about the situation and what I need to say to Mr. Eavers. I am actually very disappointed and hurt, because before this incident, I recommended Eavers to everyone I knew. I use to take my vehicles there many times, my family took their vehicles there, and even my brother took his vehicles there when he didn’t have time to work on them himself. Not to mention the many people that I have recommended to Eavers, and trust me, it’s a lot. I hope Mr. Eavers understands my initial complaint, my e-mails before Revdex.com, my complaint to Revdex.com is out of complete concern to his business, because the job that was performed recently was simply not good. I would love to rebuild the trust in Eavers, but it honestly depends on how Mr. Eavers responds and fairly deals with this current problem. Thank you.
Regards,
[redacted]
Please find the attached invoicesMr [redacted] provided his own spark plugs, which is the "least expensive" option to start to clear the cause of his check engine light being litWe replaced spark plugs earlier in (invoice [redacted] )The customer provided spark plugs that did not meet manufacturer recommendations at that time but declined our recommendation to return with more expensive, recommended plugsSince we were aware of the spark plugs that were installed in January, we recommended replacing those with ones that were recommended, originally in January, as a starting point.As he mentions, I offered to credit the diagnostic fee of $and we still have the engine cover hereSince automotive repair, like medicine, involves trouble-shooting - we give the customer information on all possible causes of their issueThe offer to discuss this matter in person is because emailing explanations of possible engine troubles is not productiveMr***'s accusation that we did not wish to leave a paper trail is both insulting and unwarrantedHe spent a total of $in October with usHe provided his own spark plugs, and parts supplied by customers are not covered by any warranty or refund policy.A Acura MDX with a 3.5L Vand 150,miles is likely to have issues with the EGR ports, noted in the $labor quoteWhen performing that work, it is recommended to replace the intake manifold gasketThere is more detail to explain and discuss all of this which, again, is why Mr [redacted] was asked repeatedly to come discuss this with myself, our general manager, and our mechanicI regret that he chose to go to another facility to have work performedThat facility should have explained that the repairs were not a guarantee to get the check engine light to turn off.Mr [redacted] was offered the replacement plastic cover and a refund of $for the diagnostic feeIt was my intent to offer a refund on the labor for replacing the spark plugs as well when we met if it became clear that we were not understanding one anotherI did not want to offer that via email because the of the importance of meeting and discussing this all in personMr [redacted] will not be offered any more refunds other than those mentioned here
I received notification of this response on 1/12/The notification came through before Noon, but I did not check the email account until 10PMI still would like the opportunity to talk about this situation with Mr [redacted] in personI understand, and appreciate, that his preferred method of communication is email - but there are points and counterpoints and questions that arise when discussing diagnostics that make email incredibly inefficient and ineffective in resolving issues and understanding one anotherAn example would be my point about the spark plugsI was referring to the January repair, not more recent replacement.Please keep this case open through next week so that I am able to meet with the General Manager and mechanic to review Mr***'s email
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Please find the attached invoice You will also find attached e-mails I did not receive replies from I did provide my own spark plugs The quote from Eavers for spark plugs were $ This is just the spark plugs, does not include labor to replace spark plugs It is my understanding they order parts from [redacted] , per a conversation e-mail with MrEavers I asked Eavers the exact part number of the spark plugs, which they provided to me over phone and the same spark plugs cost $ordering directly from [redacted] There was also a $5-dollar marebate plus a free T-Shirt from the company I saved $ordering the parts myself, and there is no difference between what Eavers orders and what I order Matter of fact the other quoted parts on my invoice was $for ignition coils and $for Intake Manifold Gasket Set I paid $for factory ignition coils and $for factory gasket That’s another $in savings In total, including spark plugs, $savings for ordering my own parts and it took me approximately minutes This is another problem I have discussed with MrEavers Their quoted parts are extremely expensive and there is absolutely no difference between me ordering and them ordering It honestly takes minutes to order spark plugs and they would have profited $on this particular order, if I would had gone through with the order from them Most customers do not check into these things, but if they were to know this information, I am sure they would purchase their own parts as well and would feel like they were being ripped off by Eavers Secondly, I picked replacing the spark plugs from Eavers three recommended options not because it was the “least expensive” option but because it was the “recommended” option It was recommended by [redacted] , it was recommended by Eavers, it was recommended by many mechanics I know personally, and it was the recommended option on many of the car forums and internet sites I went to while researching the codes given by the OBDscanner I mentioned Eavers above, and to explain, when I told the Eavers representative I was unwilling to pay for all three recommendations and asked his professional opinion on the most likely cause, it was communicated to me that the spark plugs were the most likely culprit So, no, I did not choose that option because it was the “least expensive.” As far as the service to replace spark plugs previously, back in January, MrEavers is almost accurate The plugs I purchased then were not recommended according to an Eavers technician, however, I could not find any information regarding the plugs that stated there was a problem The plugs I purchased were actually more expensive than the plugs Eavers recommended So that portion is inaccurate, I didn’t buy less expensive plugs Also, it was not Eavers that was “aware of the recommendation in the past,” it was me that remembered this information and I advised Eavers of the recommendation they made previously I asked them to look up the invoice from January Please keep in mind the vehicle did not have a check engine light from January – beginning of October so it is very unlikely the spark plugs I provided were the issue Otherwise, the check engine light would have illuminated a lot sooner, days after or a week max if there were a problem There was never any dispute over the $credit or replacing the engine cover that they lost MrEavers acknowledged their technician lost the original engine cover and offered to order a new one I do not agree that discussing this over e-mail is not productive I actually disagree entirely and believe it is very productive For example, both of us can look over invoices, talk to the appropriate people, think about what needs to be addressed, write down what needs to be addressed and accurately relay this information in e-mail format Maybe MrEavers didn’t respond to e-mail’s because of his viewpoint on e-mail communication vs in-person, but he never relayed this viewpoint to me directly However, I never turned down the opportunity to meet with MrEavers and his team I will comment on that later I completely agree that automotive repair takes troubleshooting, however like I outlined in my original complaint, this “troubleshooting” was never done This is my main reason for this complaint and I have expressed this concern to MrEavers multiple times without a response I agreed to a $diagnostic fee to find the cause of the problem to the vehicle However, the technician read the codes from a OBDscanner and those recommended fixes were printed out This is not a true diagnostic, its simply an automated computer recommendation that may be inaccurate If proper diagnostics were done, the technician would have told me the exact cause, not three separate and very expensive things to “try.” For example, spark plugs can be tested to see if they are good or bad If they are good, move to the next step Ignition coils can be tested to see if they are good are bad If they turned out to be good, move on to next step The only one that cannot be tested unless the work is performed is the cleaning of the EGR ports From my understanding of MrEavers, is the recommended choice from his technician is the EGR port cleaning and replacement of the gasket I have a problem with this recommendation for many reasons It was never communicated this was the likely culprit Replacing the spark plugs was recommended After much research, if EGR ports are clogged the OBDscanner will likely show code 04XX All codes shown on the OBDscanner were 03XX I had the EGR ports cleaned and there were no differences, so the recommendation of Eavers was inaccurateTo comment on MrEavers response, there has never been a time that I refused to meet with him or his team This is completely inaccurate and I do not know where this information is coming from Matter of fact, I contacted MrEavers to make these arrangements (meet and pickup parts/refund), however, there was no communication back from MrEavers Since I didn’t hear back from MrEavers previously, I even let MrEavers know if I didn’t hear a response from him, I would be contacting the Revdex.com, so this should not have been a surprise to MrEavers You will see the attempted contact in my uploaded files Since I didn’t hear back from MrEavers previously and when warning him that I would be contacting the Revdex.com, I had no other conclusion to make except he was failing to communicate and make contact with me As far as the comment made by me as if it seemed as if he didn’t want to leave a paper trail, this was a conclusion I made based on the fact the main issue here was never replied to by e-mail, and ignored several times If I was inaccurate to draw this conclusion, I do apologize, however the many people I have talked to about the issue at hand, agreed completely as well I took their suggestions to heart and my own thoughts before contacting regarding this issue Again, I never disagreed to meet in person, that is completely inaccurateI have decided to decline this request from MrEavers simply because I do not know exactly the offer at this point If he was going to offer a labor refund including a diagnostic refund and replace the missing cover, he should have communicated that to me over e-mail, before meeting in-person The whole point of contacting MrEavers prior to filing a complaint with the Revdex.com was to give him the opportunity to make things right There was clearly, in my opinion, negligence on Eavers and failure to perform the services promised There was also failed communication by MrEavers Last, there were side effects due to their failures For example, because they failed to diagnose the problem correctly, and MrEavers failed communication, I had to resort to taking the vehicle somewhere else This resulted in me driving the vehicle with these problems, that should have been fixed originally from Eavers, leading to possible damage to the vehicle An engine misfire, especially multiple misfires with a check engine light that flashes, is a serious problem that needs to be fixed immediately Damage to the catalytic converter can happen, which I believe has happened This is a very expensive repair Again, if the problem would have been diagnosed correctly, it would have been fixed immediately, therefore not resulting in this conclusion The reason I had to take it to another repair facility is because at the time and still am currently, I was in a dispute with Eavers Until that dispute was resolved, I did not feel comfortable taking my vehicle back to Eavers Due to some of the technician’s behavior, not installing and engine cover and losing it plus not performing a proper diagnostic, I lost trust in Eavers to perform the job Also, I did not know what that technician would do, he could cause further harm to the vehicle For example, if you have ever complained about your food at a restaurant, there are times employees will “spit” to get revenge The same applies here, except a vehicle is more expensive to replace if an employee gets agitated with a customerI am optimistic that MrEavers and I can come to an agreement, but I believe more clarification is needed before accepting any solution A lot of MrEavers responses were inaccurate as well, so I hope this will add light to the situation at hand I would like to however let MrEavers know that I am not “out to get him.” I have taken a lot of time in my e-mail’s to him outside of Revdex.com, before contacting the Revdex.com, to resolve the issue before having to make this decision I take a considerable amount of time thinking about the situation and what I need to say to MrEavers I am actually very disappointed and hurt, because before this incident, I recommended Eavers to everyone I knew I use to take my vehicles there many times, my family took their vehicles there, and even my brother took his vehicles there when he didn’t have time to work on them himself Not to mention the many people that I have recommended to Eavers, and trust me, it’s a lot I hope MrEavers understands my initial complaint, my e-mails before Revdex.com, my complaint to Revdex.com is out of complete concern to his business, because the job that was performed recently was simply not good I would love to rebuild the trust in Eavers, but it honestly depends on how MrEavers responds and fairly deals with this current problem Thank you Regards, [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
MrEaver's said he needed to talk to his General Manager and Mechanic, so until he responds to my previous message and has the opportunity to talk to these people and respond I must reject this as of now. Again, I believe the majority of the problems here need to be discussed via e-mail communication before meeting in-person. Once that is resolved, I would of course meet in-person. I disagree that e-mail makes this messy to resolve and actually believe it makes it easier. In response to the spark plugs in January, if MrEavers reads my message again, that is the spark plug change I was referencing. I believe I actually reference the old spark plug change and also the new to cover both topics. I believe it is very important to read e-mails in detail, so there is no confusion. Again, I believe we are on the path to a solution in which I would be able to accept but the previous e-mail needs to be replied to. Thank you
Regards,
*** ***
Please find the attached invoices. Mr. [redacted] provided his own spark plugs, which is the "least expensive" option to start to clear the cause of his check engine light being lit. We replaced spark plugs earlier in 2017 (invoice [redacted]). The customer provided spark plugs that did not meet manufacturer...
recommendations at that time but declined our recommendation to return with more expensive, recommended plugs. Since we were aware of the spark plugs that were installed in January, we recommended replacing those with ones that were recommended, originally in January, as a starting point.As he mentions, I offered to credit the diagnostic fee of $15.95 and we still have the engine cover here. Since automotive repair, like medicine, involves trouble-shooting - we give the customer information on all possible causes of their issue. The offer to discuss this matter in person is because emailing explanations of possible engine troubles is not productive. Mr. [redacted]'s accusation that we did not wish to leave a paper trail is both insulting and unwarranted. He spent a total of $90.95 in October with us. He provided his own spark plugs, and parts supplied by customers are not covered by any warranty or refund policy.A 2005 Acura MDX with a 3.5L V6 and 150,000 miles is likely to have issues with the EGR ports, noted in the $187.50 labor quote. When performing that work, it is recommended to replace the intake manifold gasket. There is more detail to explain and discuss all of this which, again, is why Mr. [redacted] was asked repeatedly to come discuss this with myself, our general manager, and our mechanic. I regret that he chose to go to another facility to have work performed. That facility should have explained that the repairs were not a guarantee to get the check engine light to turn off.Mr. [redacted] was offered the replacement plastic cover and a refund of $15.95 for the diagnostic fee. It was my intent to offer a refund on the labor for replacing the spark plugs as well when we met if it became clear that we were not understanding one another. I did not want to offer that via email because the of the importance of meeting and discussing this all in person. Mr. [redacted] will not be offered any more refunds other than those mentioned here.
I received notification of this response on 1/12/18. The notification came through before Noon, but I did not check the email account until 10PM. I still would like the opportunity to talk about this situation with Mr. [redacted] in person. I understand, and appreciate, that his preferred method of communication is email - but there are points and counterpoints and questions that arise when discussing diagnostics that make email incredibly inefficient and ineffective in resolving issues and understanding one another. An example would be my point about the spark plugs. I was referring to the January 2017 repair, not more recent replacement.Please keep this case open through next week so that I am able to meet with the General Manager and mechanic to review Mr. [redacted]'s email.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please find the attached invoice. You will also find attached e-mails I did not receive replies from. I did provide my own spark plugs. The quote from Eavers for spark plugs were $143.94. This is just the spark plugs, does not include labor to replace spark plugs. It is my understanding they order parts from [redacted], per a conversation e-mail with Mr. Eavers. I asked Eavers the exact part number of the spark plugs, which they provided to me over phone and the same spark plugs cost $77.94 ordering directly from [redacted]. There was also a $5-dollar mail-in rebate plus a free T-Shirt from the company. I saved $66.00 ordering the parts myself, and there is no difference between what Eavers orders and what I order. Matter of fact the other quoted parts on my invoice was $337.99 for ignition coils and $67.99 for Intake Manifold Gasket Set. I paid $221.94 for factory ignition coils and $40.00 for factory gasket. That’s another $156.05 in savings. In total, including spark plugs, $222.05 savings for ordering my own parts and it took me approximately 15 minutes. This is another problem I have discussed with Mr. Eavers. Their quoted parts are extremely expensive and there is absolutely no difference between me ordering and them ordering. It honestly takes 5 minutes to order spark plugs and they would have profited $66.00 on this particular order, if I would had gone through with the order from them. Most customers do not check into these things, but if they were to know this information, I am sure they would purchase their own parts as well and would feel like they were being ripped off by Eavers. Secondly, I picked replacing the spark plugs from Eavers three recommended options not because it was the “least expensive” option but because it was the “recommended” option. It was recommended by [redacted], it was recommended by Eavers, it was recommended by many mechanics I know personally, and it was the recommended option on many of the car forums and internet sites I went to while researching the codes given by the OBD2 scanner. I mentioned Eavers above, and to explain, when I told the Eavers representative I was unwilling to pay for all three recommendations and asked his professional opinion on the most likely cause, it was communicated to me that the spark plugs were the most likely culprit. So, no, I did not choose that option because it was the “least expensive.” As far as the service to replace spark plugs previously, back in January, Mr. Eavers is almost accurate. The plugs I purchased then were not recommended according to an Eavers technician, however, I could not find any information regarding the plugs that stated there was a problem. The plugs I purchased were actually more expensive than the plugs Eavers recommended. So that portion is inaccurate, I didn’t buy less expensive plugs. Also, it was not Eavers that was “aware of the recommendation in the past,” it was me that remembered this information and I advised Eavers of the recommendation they made previously. I asked them to look up the invoice from January. Please keep in mind the vehicle did not have a check engine light from January – beginning of October so it is very unlikely the spark plugs I provided were the issue. Otherwise, the check engine light would have illuminated a lot sooner, days after or a week max if there were a problem. There was never any dispute over the $15.95 credit or replacing the engine cover that they lost. Mr. Eavers acknowledged their technician lost the original engine cover and offered to order a new one. I do not agree that discussing this over e-mail is not productive. I actually disagree entirely and believe it is very productive. For example, both of us can look over invoices, talk to the appropriate people, think about what needs to be addressed, write down what needs to be addressed and accurately relay this information in e-mail format. Maybe Mr. Eavers didn’t respond to e-mail’s because of his viewpoint on e-mail communication vs in-person, but he never relayed this viewpoint to me directly. However, I never turned down the opportunity to meet with Mr. Eavers and his team. I will comment on that later. I completely agree that automotive repair takes troubleshooting, however like I outlined in my original complaint, this “troubleshooting” was never done. This is my main reason for this complaint and I have expressed this concern to Mr. Eavers multiple times without a response. I agreed to a $45.00 diagnostic fee to find the cause of the problem to the vehicle. However, the technician read the codes from a OBD2 scanner and those recommended fixes were printed out. This is not a true diagnostic, its simply an automated computer recommendation that may be inaccurate. If proper diagnostics were done, the technician would have told me the exact cause, not three separate and very expensive things to “try.” For example, spark plugs can be tested to see if they are good or bad. If they are good, move to the next step. Ignition coils can be tested to see if they are good are bad. If they turned out to be good, move on to next step. The only one that cannot be tested unless the work is performed is the cleaning of the EGR ports. From my understanding of Mr. Eavers, is the recommended choice from his technician is the EGR port cleaning and replacement of the gasket. I have a problem with this recommendation for many reasons. 1. It was never communicated this was the likely culprit. Replacing the spark plugs was recommended. 2. After much research, if EGR ports are clogged the OBD2 scanner will likely show code 04XX. All codes shown on the OBD2 scanner were 03XX. 3. I had the EGR ports cleaned and there were no differences, so the recommendation of Eavers was inaccurate. To comment on Mr. Eavers response, there has never been a time that I refused to meet with him or his team. This is completely inaccurate and I do not know where this information is coming from. Matter of fact, I contacted Mr. Eavers to make these arrangements (meet and pickup parts/refund), however, there was no communication back from Mr. Eavers. Since I didn’t hear back from Mr. Eavers previously, I even let Mr. Eavers know if I didn’t hear a response from him, I would be contacting the Revdex.com, so this should not have been a surprise to Mr. Eavers. You will see the attempted contact in my uploaded files. Since I didn’t hear back from Mr. Eavers previously and when warning him that I would be contacting the Revdex.com, I had no other conclusion to make except he was failing to communicate and make contact with me. As far as the comment made by me as if it seemed as if he didn’t want to leave a paper trail, this was a conclusion I made based on the fact the main issue here was never replied to by e-mail, and ignored several times. If I was inaccurate to draw this conclusion, I do apologize, however the many people I have talked to about the issue at hand, agreed completely as well. I took their suggestions to heart and my own thoughts before contacting regarding this issue. Again, I never disagreed to meet in person, that is completely inaccurate. I have decided to decline this request from Mr. Eavers simply because I do not know exactly the offer at this point. If he was going to offer a labor refund including a diagnostic refund and replace the missing cover, he should have communicated that to me over e-mail, before meeting in-person. The whole point of contacting Mr. Eavers prior to filing a complaint with the Revdex.com was to give him the opportunity to make things right. There was clearly, in my opinion, negligence on Eavers and failure to perform the services promised. There was also failed communication by Mr. Eavers. Last, there were side effects due to their failures. For example, because they failed to diagnose the problem correctly, and Mr. Eavers failed communication, I had to resort to taking the vehicle somewhere else. This resulted in me driving the vehicle with these problems, that should have been fixed originally from Eavers, leading to possible damage to the vehicle. An engine misfire, especially multiple misfires with a check engine light that flashes, is a serious problem that needs to be fixed immediately. Damage to the catalytic converter can happen, which I believe has happened. This is a very expensive repair. Again, if the problem would have been diagnosed correctly, it would have been fixed immediately, therefore not resulting in this conclusion. The reason I had to take it to another repair facility is because at the time and still am currently, I was in a dispute with Eavers. Until that dispute was resolved, I did not feel comfortable taking my vehicle back to Eavers. Due to some of the technician’s behavior, not installing and engine cover and losing it plus not performing a proper diagnostic, I lost trust in Eavers to perform the job. Also, I did not know what that technician would do, he could cause further harm to the vehicle. For example, if you have ever complained about your food at a restaurant, there are times employees will “spit” to get revenge. The same applies here, except a vehicle is more expensive to replace if an employee gets agitated with a customer. I am optimistic that Mr. Eavers and I can come to an agreement, but I believe more clarification is needed before accepting any solution. A lot of Mr. Eavers responses were inaccurate as well, so I hope this will add light to the situation at hand. I would like to however let Mr. Eavers know that I am not “out to get him.” I have taken a lot of time in my e-mail’s to him outside of Revdex.com, before contacting the Revdex.com, to resolve the issue before having to make this decision. I take a considerable amount of time thinking about the situation and what I need to say to Mr. Eavers. I am actually very disappointed and hurt, because before this incident, I recommended Eavers to everyone I knew. I use to take my vehicles there many times, my family took their vehicles there, and even my brother took his vehicles there when he didn’t have time to work on them himself. Not to mention the many people that I have recommended to Eavers, and trust me, it’s a lot. I hope Mr. Eavers understands my initial complaint, my e-mails before Revdex.com, my complaint to Revdex.com is out of complete concern to his business, because the job that was performed recently was simply not good. I would love to rebuild the trust in Eavers, but it honestly depends on how Mr. Eavers responds and fairly deals with this current problem. Thank you.
Regards,
[redacted]