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. For your reference, details of the offer I reviewed appear below.
I WAS NOT aware of the labor warranty until after I had received my receipt (which I still have) and saw it was printed on the receipt that if I brought in my own part it would not be under labor warranty no staff informed me of this until after new water pump was installed. I knew the part itself would not be under warranty through EMS due to me purchasing the water pump at Advanced Auto. I had took my [redacted] Cavalier to EMS May 6,2016 and picked it up the next day May 7, 2016. I contacted EMS May 8, 2016 due to antifreeze was still leaking from vehicle, was told by staff that it could be a gasket expanding and that could be causing the leak and to either call back or bring vehicle back in if the problem persist. Antifreeze stopped leaking until end of November 2016 then as car sat overnight antifreeze would completely drain out of car, called EMS to report the problem staff was rude and told me that due to me bringing in my own part it was not covered under labor warranty, I was not offered a free diagnosis if I brought my car back to them due to the labor warranty and was also informed that if they had to take out part of the air conditioner that would cost me and additional $85. I contacted EMS again on December 2016 to inform supervisor that I had taken my car to another shop and was informed by mechanic that EMS did not install water pump on my vehicle properly which was the cause of the water pump going bad. The statement I provided from the mechanic at Macs Service Center states that leak from water pump was due to the bolts were finger tight from last replacement. I also agreed to bring in proof EMS was responsible and supervisor kept saying the mechanics were certified and they had measurements to go by that there was no way it was there fault, basically implying the mechanics from [redacted] Center was lying. I understand the water pump not being under EMS warranty because it has its own warranty if the part itself messed up, but the service EMS provided is what caused this part to mess up so they should be reliable for part and labor,
Regards,
[redacted]
RE: Repair Issues: EMS Tire and Auto acknowledges that Miss [redacted] did indeed have her [redacted] Chevrolet Cavalier, VIN: [redacted], at our repair facility on 05/06/2016 — 05/07/2016 for repairs on the engine cooling system. At the time the above referenced customer arrived at our repair...
facility the initial complaint was that the vehicle's water pump was leaking coolant. After initial diagnostic procedure was performed, it was confirmed that the vehicle's water pump needed to be replaced to correct the coolant leak. At the time of the repair, the customer made an educated decision to purchase her own water pump and not to have EMS Tire and Auto provide the water pump. EMS Tire and Auto made the customer completely aware that if she supplied her own water pump that there would be no warranty on not only the water pump itself but also no warranty would be attached to any corresponding labor that may incur due to a defective part that she may supply. This is also indicated with a disclaimer on the customer's original invoice (see attached). After the recommended repairs were completed our technicians test drove the customer's vehicle and checked to confirm that no coolant leak was present and that the vehicle was running to manufacturer's specifications. Once the customer picked up her vehicle EMS Tire and Auto had no contact with the customer until early December, 2016. At this time the customer called with a complaint that the water pump that she had supplied was leaking and demanded that EMS Tire and Auto replace it at no charge to her. Our staff acknowledged to her our concerns and offered to diagnose the coolant leak that was occurring at no charge. This was unacceptable to the customer and she refused to allow EMS Tire and Auto to diagnose her vehicle. About a week later, the customer called our staff again and proceeded to explain that she had taken it to another repair facility and had the vehicle inspected and decided to have the water pump replaced. She stated that the repair facility she had recently taken it to told her that the repair that EMS Tire and Auto had performed to her water pump originally had not been performed correctly and that this was the cause of the water pump leak. At no time did the customer come forth with any evidence to confirm this other than her words. EMS Tire and Auto explained to her that our ASE Certified technicians abide by a certain set of guidelines and repair procedures on every repair that we complete. EMS Tire and Auto explained to the customer that at the time of her water pump replacement we had installed it step by step by the OE specified instructions (see attached) and reassured her that the water pump had been installed correctly. After the customer had been informed of these details EMS Tire and Auto also informed her that she would not be getting any reimbursement or credit for the repairs she had decided to have done at another facility. Our staff explained to her that just by stating she had these repairs completed was not evidence enough to constitute reimbursement. Not only did she not allow EMS Tire and Auto the opportunity to diagnose her vehicle at no charge, she states she took it to another repair facility, had repairs done and has provided no evidence to the fact other than conversation via telephone call. Once informed of EMS Tire and Auto's decision to not reimburse her she became very angry and proceeded to use fowl language towards our staff on the phone and also call our staff liars. EMS Tire and Auto was at no time given any opportunity to confirm the customer's concern, even though our staff went above and beyond by offering to diagnose and confirm the customer's concern at no charge. Therefore, EMS Tire and Auto feels there should be no liability placed to any of our staff or our repair facility. The customer has made an incorrect decision to have the part replaced by another repair facility prior to allowing EMS Tire and Auto to confirm the issue at hand and the customer is now trying to make EMS Tire and Auto pay for her mistake. RE: Desire Settlement: EMS Tire and Auto respectfully declines Miss [redacted]'s request to be reimbursed for replacement of her water pump. Sincerely, Gary T[redacted] EMS Tire and Auto
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. For your reference, details of the offer I reviewed appear below.
I WAS NOT aware of the labor warranty until after I had received my receipt (which I still have) and saw it was printed on the receipt that if I brought in my own part it would not be under labor warranty no staff informed me of this until after new water pump was installed. I knew the part itself would not be under warranty through EMS due to me purchasing the water pump at Advanced Auto. I had took my [redacted] Cavalier to EMS May 6,2016 and picked it up the next day May 7, 2016. I contacted EMS May 8, 2016 due to antifreeze was still leaking from vehicle, was told by staff that it could be a gasket expanding and that could be causing the leak and to either call back or bring vehicle back in if the problem persist. Antifreeze stopped leaking until end of November 2016 then as car sat overnight antifreeze would completely drain out of car, called EMS to report the problem staff was rude and told me that due to me bringing in my own part it was not covered under labor warranty, I was not offered a free diagnosis if I brought my car back to them due to the labor warranty and was also informed that if they had to take out part of the air conditioner that would cost me and additional $85. I contacted EMS again on December 2016 to inform supervisor that I had taken my car to another shop and was informed by mechanic that EMS did not install water pump on my vehicle properly which was the cause of the water pump going bad. The statement I provided from the mechanic at Macs Service Center states that leak from water pump was due to the bolts were finger tight from last replacement. I also agreed to bring in proof EMS was responsible and supervisor kept saying the mechanics were certified and they had measurements to go by that there was no way it was there fault, basically implying the mechanics from [redacted] Center was lying. I understand the water pump not being under EMS warranty because it has its own warranty if the part itself messed up, but the service EMS provided is what caused this part to mess up so they should be reliable for part and labor,
Regards,
[redacted]
RE: Repair Issues: EMS Tire and Auto acknowledges that Miss [redacted] did indeed have her [redacted] Chevrolet Cavalier, VIN: [redacted], at our repair facility on 05/06/2016 — 05/07/2016 for repairs on the engine cooling system. At the time the above referenced customer arrived at our repair...
facility the initial complaint was that the vehicle's water pump was leaking coolant. After initial diagnostic procedure was performed, it was confirmed that the vehicle's water pump needed to be replaced to correct the coolant leak. At the time of the repair, the customer made an educated decision to purchase her own water pump and not to have EMS Tire and Auto provide the water pump. EMS Tire and Auto made the customer completely aware that if she supplied her own water pump that there would be no warranty on not only the water pump itself but also no warranty would be attached to any corresponding labor that may incur due to a defective part that she may supply. This is also indicated with a disclaimer on the customer's original invoice (see attached). After the recommended repairs were completed our technicians test drove the customer's vehicle and checked to confirm that no coolant leak was present and that the vehicle was running to manufacturer's specifications. Once the customer picked up her vehicle EMS Tire and Auto had no contact with the customer until early December, 2016. At this time the customer called with a complaint that the water pump that she had supplied was leaking and demanded that EMS Tire and Auto replace it at no charge to her. Our staff acknowledged to her our concerns and offered to diagnose the coolant leak that was occurring at no charge. This was unacceptable to the customer and she refused to allow EMS Tire and Auto to diagnose her vehicle. About a week later, the customer called our staff again and proceeded to explain that she had taken it to another repair facility and had the vehicle inspected and decided to have the water pump replaced. She stated that the repair facility she had recently taken it to told her that the repair that EMS Tire and Auto had performed to her water pump originally had not been performed correctly and that this was the cause of the water pump leak. At no time did the customer come forth with any evidence to confirm this other than her words. EMS Tire and Auto explained to her that our ASE Certified technicians abide by a certain set of guidelines and repair procedures on every repair that we complete. EMS Tire and Auto explained to the customer that at the time of her water pump replacement we had installed it step by step by the OE specified instructions (see attached) and reassured her that the water pump had been installed correctly. After the customer had been informed of these details EMS Tire and Auto also informed her that she would not be getting any reimbursement or credit for the repairs she had decided to have done at another facility. Our staff explained to her that just by stating she had these repairs completed was not evidence enough to constitute reimbursement. Not only did she not allow EMS Tire and Auto the opportunity to diagnose her vehicle at no charge, she states she took it to another repair facility, had repairs done and has provided no evidence to the fact other than conversation via telephone call. Once informed of EMS Tire and Auto's decision to not reimburse her she became very angry and proceeded to use fowl language towards our staff on the phone and also call our staff liars. EMS Tire and Auto was at no time given any opportunity to confirm the customer's concern, even though our staff went above and beyond by offering to diagnose and confirm the customer's concern at no charge. Therefore, EMS Tire and Auto feels there should be no liability placed to any of our staff or our repair facility. The customer has made an incorrect decision to have the part replaced by another repair facility prior to allowing EMS Tire and Auto to confirm the issue at hand and the customer is now trying to make EMS Tire and Auto pay for her mistake. RE: Desire Settlement: EMS Tire and Auto respectfully declines Miss [redacted]'s request to be reimbursed for replacement of her water pump. Sincerely, Gary T[redacted] EMS Tire and Auto