Euro Travel & Imports Inc.

Initial Business Response /* (1000, 5, 2016/10/25) */
During the booking of *** appointment, it was explained to her that our contract would reflect that day's date, and therefore needed to be reviewed that same day*** confirmed that she would have time to review the contract
before the end of the day (9pm)The contract was not reviewed that day, nor did we receive a call or email from *** telling us that she didn't have time to review it or didn't feel comfortable signing itShe is under no obligation to sign it and we happily waive the contract for clients who do not feel comfortable signing our contractWe use a 3rd party company to prepare our invoices, therefore she was sent an electronic invoice for the fee to prepare a 2nd contractShe was very upset by this, so we immediately offered to waive that fee and send her a new contract (at no additional cost) when she felt she would have time to review itShe said it wasn't a matter of not having time or not wanting to sign it, but she didn't want to sign it until she was sure she wanted to keep her appointment for the scheduled date
*** was given the option of pre-paying for her inspection service or paying at her appointment for a small additional feeShe choose to pre-pay for the inspection to take advance for the lower fee for our serviceShe did inquire about the possibly of changing her inspection appointment date should the gentlemen be unavailable that was going to be attending the inspectionIt was explained to her that the fee is non-refundable and there would be a $*** plus HST cancellation fee should she need to change the date of her appointment with less than hours noticeIt was also explained to her that her remaining fee would be held in our system as a credit to use on our services for days from the date of cancellationOur cancellation policy is also available on our website and is notated on her receipt
When *** learned from the property owner that the electrical and plumbing was not turned on (after she booked and paid for her appointment), she called us concerned that there was no point in continuing with an inspectionIt was explained to her again at this point that we are not able to provide refunds after an appointment has been booked and paid forShe then proceeded to try and get a reduced price for the inspection, which we were unable to provide her withThis is where ***'s desire for a refund truly stems from
Thank you!
***
I wanted to add this to the other information I sent his morning (response, link to website cancellation policy & receipt)
We reserve this date and time for our client, so when they cancel our service, it is difficult and often impossible to fill that appointment with other business (which was the case for *** appointment)This results in lost income for the business and the inspector having a gap in the day with nothing to do but still needing to be paid his wageOur cancellation policy is clearly explained to our clients both verbally, on our website, and again on their receiptThey are offered a lower price if they pre-pay for their service, but can certainly pay the small additional fee (starts at $** plus HST) should they prefer to wait until their appointment to payAs a courtesy, we happily provide them with a credit, should they need to cancel or reschedule their appointmentThey are welcome to use this credit anytime within the day time frameThis offer was explained to *** and we would still be happy to reschedule another inspection so she can use her creditShe has the full amount of what she paid available to useWe have done everything within our power to satisfy *** - offering to waive the fee involved with preparing a 2nd contract, even offering to waive the contract altogether
Initial Consumer Rebuttal /* (3000, 7, 2016/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the "small fee" for paying on-site was $*** + HST
"It was explained to her that the fee is non-refundable and there would be a $*** plus HST cancellation fee should she need to change the date of her appointment with less than hours notice."
I was never told the fee was non-refundableI have been in business for years and these kind of policies always make me suspicious and get my full attention
And since, as was stated, I didn't have time to review the contract or receipt, I did not read that policy either
I was told the cancellation fee for changing the appointment with notice was $***, not $***
I did call back to ask about the fact that there was no power at the site but again was NOT advised about a no refund policyI was told that this was their base rate for this type of service
I only found out there was a no refund policy when I cancelled the service the same day based on what I felt were deceitful and inconsistent customer policies
Again, no service had been provided, no contract signed and the appointment was cancelled the same day, days before the appointment! How could a business in good conscience charge someone?
We are paying another company for a home inspection because we would rather pay another fee than deal with a company with deceitful and inconsistent policiesWe really don't care if get a refund, we just hope that that by making this complaint it might save a residential customer, for whom $*** is a lot of money, from getting burned

Initial Business Response /* (1000, 9, 2016/02/08) */
See attached piictures
Contact Name and Title: Dennis J *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@jandjemail.com
*** ***
Revdex.com Norther Indiana
RE: Case # *** *** ***
MrMcalled in to the
office and wanted us to check his furnace because they were selling the house and the inspector said that they needed it checked out by a heating and air conditioning personWe went out there and found the furnace was short cyclingThe furnace was very old and the flue (duct work) was in bad shapeWhat Mrs(M)is so mad about is she wants us to change the wording on the invoice to say the furnace is working fine so they won't have to put a new furnace in before they sell the houseI will not do thatThe furnace needs to be replacedYes the furnace is running but the buyers could see that it is running when they looked at the houseThey asked for an inspection and after inspecting the furnace this is what we foundI have attached the pictures we have of the furnace and flueI would never put my liability on the line to make someone happyI am sure Mrs*** would not like it if someone would lie on their inspection on the house they are buyingIf you have any question please give me a callThank you
Sincerely,
*** J ***
Owner/President
J & J Heating and Air Conditioning
OFFER:
Susan Firestine,
Revdex.com Norther Indiana
RE: Case # 26064485: *** ***
MrMcalled in to the office and wanted us to check his furnace because they were selling the house and the inspector said that they needed it checked out by a heating and air conditioning personWe went out there and found the furnace was short cyclingThe furnace was very old and the flue (duct work) was in bad shapeWhat Mrs(M)is so mad about is she wants us to change the wording on the invoice to say the furnace is working fine so they won't have to put a new furnace in before they sell the houseI will not do thatThe furnace needs to be replacedYes the furnace is running but the buyers could see that it is running when they looked at the houseThey asked for an inspection and after inspecting the furnace this is what we foundI have attached the pictures we have of the furnace and flueI would never put my liability on the line to make someone happyI am sure Mrs*** would not like it if someone would lie on their inspection on the house they are buyingIf you have any question please give me a callThank you
Sincerely,
*** ***
Owner/President
J & J Heating and Air Conditioning
Initial Consumer Rebuttal /* (3000, 11, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the responseWe did not ask for the opinion on the age of the furnaceWe asked for an inspection and cleaningIt was NOT cleanedThe furnace is working properlyJust because it is an older furnace does not mean it is not working
We had to pay for another company to come and inspect and clean the furnaceIt has never been short cyclingThis company was hoping to make a new furnace sale

Initial Business Response /* (1000, 5, 2017/05/15) */
In the case of [redacted], Complaint report #XXXXXX.
I could address all the inaccuracies on Miss [redacted]'s story, but I fear we would run out of time and space.
I will instead focus on the exact complaint at hand, which is the oil...

consumption and her desire to have the valve seals replaced.
Miss [redacted] purchased said Jeep Commander on 2/10/2017 with a mileage of 123,316 on the odometer. On this date Miss [redacted] agreed to buy said Commander AS-IS with no warranties expressed or implied by [redacted] Auto Group (documentation can be supplied). On this date Miss [redacted] also declined the purchase of any extended warranties, and signed that she understood that ANY repairs done after this purchase would be solely her responsibility (documentation can be supplied).
Miss [redacted] contacted us and brought in her Commander 76 days later, on 4/27/2017 and 5496 miles after the purchase with 128,812 miles on her Commander, to complain about oil consumption. Miss [redacted] had never talked to us about this consumption in the prior times we had talked (which she documented in her complaint).
When Miss [redacted] contacted us, 76 days and 5496 miles after purchase, I said we would be happy to have our shop ([redacted] Service Center, an accredited A+ Revdex.com business) look at her vehicle to see what may be occurring.
[redacted] Service Center suggested the PCV valve be replaced, but also sent paperwork (which can be supplied) that the V6 engine in the Jeep Commander's have a "normal" oil consumption level of 1 quart for every 750 miles. This paperwork was supplied by [redacted] of Springfield.
We paid to have the PCV valve replaced, along with a fresh oil change. Miss [redacted] was asked to drive the vehicle for 1 week, to then return the vehicle so the amount of oil used could be evaluated in that span.
Miss [redacted] brought the vehicle back exactly one week later and [redacted] Service Center evaluated the oil consumption. [redacted] Service Center noted that the vehicle had been driven just over 300 miles and that between 1/4 and 1/2 of a quart had been used in that time. [redacted] Service Center stated that this would fall under what [redacted] had noted as "normal" oil consumption. [redacted] Service Center suggested another oil change, as sometimes a second oil change with the proper oil can help alleviate some oil consumption issues.
We returned the vehicle to Miss [redacted] and explained the situation. We offered to trade Miss [redacted] out of the Commander if she was no longer happy with the vehicle. Miss [redacted] stated that she liked the Jeep and did not want to trade it.
Miss [redacted] left with the understanding that we would be happy to trade her out of it if she was unhappy, and that she could return in another week for another oil change, as [redacted] Service Center suggested.
Miss [redacted] contacted me the following day and explained that she had diagnosed the problem herself and through google research. She explained that the valve seals needed to be replaced.
I offered that she could use [redacted] Service Center and use our dealer fleet rate for any work that she desired to have done. When I let Miss [redacted] borrow a car for the day, at no cost to her, I explained to her that we were unable to cover the cost of the Valve Seal replacement as it was not a diagnosis from a certified mechanic.
Miss [redacted] contacted [redacted] Service Center in the afternoon. She verbally abused the Service Manager over the phone when he explained the tools had to be ordered to proceed with the work (can provide a written report from the service manager).
Miss [redacted] then contacted myself and verbally abused me for 4 1/2 minutes on the phone. I once again offered to trade her our of the Commander if she was unhappy with it and she hung up on me.
Miss [redacted]' significant other, Mr. [redacted], than called. Mr. [redacted] was also upset. Through the course of 2 conversations with myself and the [redacted] of our dealership, [redacted] (written statement can be supplied). Mr. [redacted] was updated on the situation. Mr. [redacted] suggested that we pay for half of the Valve Seal replacement and that they would cover the other half. Regardless of whether that helped with oil consumption, Mr. [redacted] stated that because Miss [redacted] had diagnosed this herself, if we complied with their request, they would no longer ask for any other help.
Miss [redacted] picked up her vehicle at [redacted] Service Center that afternoon and once again verbally abused the service manager (can provide written statement from the service manager and from a witness).
Mr. [redacted] was contacted back 1 day later and a message was left. Mr. [redacted] returned our call 2 days later and I confirmed that we would be willing to pay for half of the Valve Seal replacement, even though it was not a mechanical diagnosis through a certified mechanic.
We had not heard from either Miss [redacted] or Mr. [redacted] until this complaint was sent to us.
Even after the verbal abuse from Miss [redacted] towards us and towards [redacted] Service Center, we are still willing to cover half of the Valve Seal replacement through [redacted] Service Center as requested by Mr. [redacted].
I can provide written statements concerning any information that has been provided within this statement, either through us, [redacted] or [redacted] Service Center.
Initial Consumer Rebuttal /* (3000, 8, 2017/05/16) */
We can go back and forth and I guess I can make up a bunch of information as [redacted] has done and provide that. I can have my mechanic write a written statement however, I know that written statements as considered hearsay. I can however provide recorded phone conversations that I am in and knew was being recorded at the time. With [redacted] auto group as well as [redacted] who stated that [redacted] has no affiliation with them and that it would be in their best interest to not state that they do again. [redacted] will also confirm that they have never looked at or diagnosed my vehicle on [redacted]s behalf and that that information may have been fabricated by the auto group.
At the end of the day I have waisted countless hours, spent senseless money on this vehicle to keep the oil at a safe level. I just want it to not burn oil like its gas. Mr. [redacted] can provide a statement that all of [redacted]s statement is fabricated in his own mind. On 5/15/17 [redacted] stated that they would allow my mechanic to fix the problem. As well as they would cut me a check to pay half. My mechanic is willing to do the repair for the same price.
We will not allow [redacted] to touch any vehicle that we own.
Also, we did not ask that the pcv valve be changed or that my oil be changed. I had just changed the oil on X-XX-XX when they took the vehicle in. They also removed a knk oil filter that was new and replaced it with a generic filter in the process. The reason they change the valve is because it cost 6 dollars and takes 10 mins to change.
I am sorry that the valve seal is broken. And that it cost more to change than the pvc valve. I wish more than anything the vehicle ran well so that I never had to communicate with [redacted] or his associates again. Or be without a vehicle for days at a time. Not having a vehicle is hard when your a single mom of two.
If I am able to attach recorded audio file please let me know. I could not get them to attach in the file upload.
Final Business Response /* (4000, 10, 2017/05/16) */
As agreed to with Mr. [redacted]. We will pay for half of the work done, that was self diagnosed, through the mechanic of Miss [redacted] choice as long as said cost does not exceed the agreed upon amount.
With a completed receipt of work a check will be cut for said amount.
Even though the vehicle was purchased As-Is, a warranty was not purchased, and that this complaint arose 5500 miles after purchase, we are still willing to work with Miss [redacted].
We hope this work satisfies Miss [redacted].