Everett Custom Harvesting

Initial [redacted] Response / [redacted] (1000, 5, 2016/10/01) */ Thank you for allowing [redacted] Bay [redacted] the opportunity to clarify our positionWe pride ourselves on customer satisfaction and take customer complaints seriously [redacted] is correct, the initial quote was [redacted] and the total cost was [redacted] There is however, good explanation for the variance in the totalsFirst of all, the vehicle was parked from February until it arrived (via tow truck) in JuneThe vehicle then sat in our yard for quite some time as the customer wasn't sure if she wanted it repaired or notThe battery was unable to be boosted and the car had to be pushed into the garageOur shop is located right on the ocean & vehicles that sit parked for months deteriorate quickly; and unfortunately for this aged vehicle (XXXX) they could not be salvagedThe new (used) motor would be useless without the other partsWhen we removed the starter from her vehicle, the signal wire bolt broke & that's why we had to replace itSince it had sat so long in our yard, the alternator was also seized & we replaced it alsoWe installed used parts at discount prices, but [redacted] didn't take into account that there are delivery charges incorporated into the cost as used parts are acquired through salvage centers and not local parts distributors such as [redacted] With regards to the insinuation that the wheel lugs were not properly tightened, first of all, we do not need to be asked to ensure wheel lugs are tightened by our customersEvery vehicle that leaves our shop after the tires have been removed, are torquedWe advise all our customers who have there wheels removed to please have them retorqued after kmIt has been standard practice for our shop since we have been in [redacted] to make sure that this is done before any vehicle leaves our shopAll our work orders do have in big bold letters for the customer to see, that they need to have their wheels retorquedPlease bear in mind that I test drove this vehicle prior to releasing it to the customer I would prefer not to address the insinuation that the wheel lugs were not properly tightened, except to say I test drove that vehicle (as I have with thousands before)Rest assured, lug nuts are always torqued without having to be told to by any customer Moving forward I would like to extend our apologies to [redacted] for not apprising her of our progress and additional costs Yours Truly, Owner/Operator [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***, I have video with a timestamp of my son tightening all the lugs on the carAnd I do mean ALL! I wondered why all the lugs where loose, but you just explained itYou had to loosen all of them to push it into the shopout of lugs where falling off on all tiresI had told you to remember to tighten up the back tires as the tow truck had to loosen them to get the car out of my yardSo I had requested that you tighten thoseI even worried on my way home that with all the overcharges, I forgot to ask you if you did thatI didn't see it on the billMy son, a young inexperenced driver, was now on the highway with that carAs soon as I got home, he was here waiting for me, telling me the car felt like it was falling apartThat he was scared on the highway and crawled the car homeSO I told him to check the lugsI videoed taped him checking the lugs .The car went into a garage the next day, all lugs were tighted and the car was checkedI have or can get pricing for all the USED partsNo one , even if they walked it to the garage would pay [redacted] for a used Alternator or [redacted] for a used starter with delivery changes extraNever have I had a garage go over a estimate by that much and not phone meThen have a garage call me on a Friday my car is ready and when I phone to get the final price on Monday be told they own my car nowBetween being overchanged to the ***, threatened that you own my car now, then my son almost being killedYes excellent customer service Now to see you put in on paper that you never let a car out of you shop without checking all the lugs, ensureing that all are good(at least up to 100k) That must of been some test drive as all the tires were falling off my car and I have the video to prove itYou have no customer serviceYou are a wolf in sheeps clothing Final [redacted] Response / [redacted] (4000, 11, 2016/10/14) */ Oct13/ This letter is in regards to [redacted] response to her complaint of being overcharged for a motor job that was done on her vehicle If [redacted] had read our reply correctly, we did not say anything about having to loosen the lugs nuts on the vehicle to get it into the shopThe vehicle would not start & it had to be pushed in our shopWhy would we loosen lugs nuts just to push a car into the shop??? Just don’t make senseObviously [redacted] was reading it incorrectlyIf all the lugs nuts were that loose, why did your son take it all the way to your home & not bring it back here? Especially if he felt like the car was falling apartAny inexperienced or experienced driver would know that something was not right after it being drivenAnyone in their right mind would take it back to the garage it came from especially if it was that badAs I took this car for a test drive, I would of been able to feel that something was wrong if the wheels were loose & I would of brought it back in the garage to have it checked With regards to all the charges that were incurred while the vehicle was here, I did explain why we had to replace the starter, battery & the alternatorThe starter & battery were new & not used as [redacted] previously statedThe alternator was purchased at a used parts place for a cost of [redacted] retailWe charged her [redacted] that included delivery and that’s why she was charged [redacted] for alternatorI don’t believe that was unreasonable The labor guide to remove & replace a motor on that car has a total time of hours and that don’t include removal & replacement of parts that we had to re & re from the old motorYou can view the [redacted] labor guide that I have attached and it shows that the labor guide does not include some of the transferring of parts from the old motor to the new motor [redacted] was not charged anything for us to remove & replace these parts I think that [redacted] bill was reasonable & fair I again apologize for not contacting her with regards to the other charges that were incurred Your Truly, [redacted] Owner/Operator

Initial [redacted] Response /* (1000, 5, 2016/10/01) */
Thank you for allowing [redacted] Bay [redacted] the opportunity to clarify our position. We pride ourselves on customer satisfaction and take customer complaints seriously.
[redacted] is correct, the initial quote was [redacted] and the total cost...

was [redacted] There is however, good explanation for the variance in the totals. First of all, the vehicle was parked from February until it arrived (via tow truck) in June. The vehicle then sat in our yard for quite some time as the customer wasn't sure if she wanted it repaired or not. The battery was unable to be boosted and the car had to be pushed into the garage. Our shop is located right on the ocean & vehicles that sit parked for months deteriorate quickly; and unfortunately for this aged vehicle (XXXX) they could not be salvaged. The new (used) motor would be useless without the other parts. When we removed the starter from her vehicle, the signal wire bolt broke & that's why we had to replace it. Since it had sat so long in our yard, the alternator was also seized & we replaced it also. We installed used parts at discount prices, but [redacted] didn't take into account that there are delivery charges incorporated into the cost as used parts are acquired through salvage centers and not local parts distributors such as [redacted]
With regards to the insinuation that the wheel lugs were not properly tightened, first of all, we do not need to be asked to ensure wheel lugs are tightened by our customers. Every vehicle that leaves our shop after the tires have been removed, are torqued. We advise all our customers who have there wheels removed to please have them retorqued after 100 km. It has been standard practice for our shop since we have been in [redacted] to make sure that this is done before any vehicle leaves our shop. All our work orders do have in big bold letters for the customer to see, that they need to have their wheels retorqued. Please bear in mind that I test drove this vehicle prior to releasing it to the customer.
I would prefer not to address the insinuation that the wheel lugs were not properly tightened, except to say I test drove that vehicle (as I have with thousands before). Rest assured, lug nuts are always torqued without having to be told to by any customer.
Moving forward I would like to extend our apologies to [redacted] for not apprising her of our progress and additional costs.
Yours Truly,
Owner/Operator
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I have video with a timestamp of my son tightening all the lugs on the car. And I do mean ALL! I wondered why all the lugs where loose, but you just explained it. You had to loosen all of them to push it into the shop. 3 out of 4 lugs where falling off on all tires. I had told you to remember to tighten up the back tires as the tow truck had to loosen them to get the car out of my yard. So I had requested that you tighten those. I even worried on my way home that with all the overcharges, I forgot to ask you if you did that. I didn't see it on the bill. My son, a young inexperenced driver, was now on the highway with that car. As soon as I got home, he was here waiting for me, telling me the car felt like it was falling apart. That he was scared on the highway and crawled the car home. SO I told him to check the lugs. I videoed taped him checking the lugs .The car went into a garage the next day, all lugs were tighted and the car was checked. I have or can get pricing for all the USED parts. No one , even if they walked it to the garage would pay [redacted] for a used Alternator or [redacted] for a used starter with delivery changes extra. Never have I had a garage go over a estimate by that much and not phone me. Then have a garage call me on a Friday my car is ready and when I phone to get the final price on Monday be told they own my car now. Between being overchanged to the [redacted], threatened that you own my car now, then my son almost being killed. Yes excellent customer service.
Now to see you put in on paper that you never let a car out of you shop without checking all the lugs, ensureing that all are good. (at least up to 100k) That must of been some test drive as all the tires were falling off my car and I have the video to prove it. You have no customer service. You are a wolf in sheeps clothing.
Final [redacted] Response /* (4000, 11, 2016/10/14) */
Oct. 13/2015
This letter is in regards to [redacted] response to her complaint of being overcharged for a motor job that was done on her vehicle.
If [redacted] had read our reply correctly, we did not say anything about having to loosen the lugs nuts on the vehicle to get it into the shop. The vehicle would not start & it had to be pushed in our shop. Why would we loosen lugs nuts just to push a car into the shop??? Just don’t make sense. Obviously [redacted] was reading it incorrectly. If all the lugs nuts were that loose, why did your son take it all the way to your home & not bring it back here? Especially if he felt like the car was falling apart. Any inexperienced or experienced driver would know that something was not right after it being driven. Anyone in their right mind would take it back to the garage it came from especially if it was that bad. As I took this car for a test drive, I would of been able to feel that something was wrong if the wheels were loose & I would of brought it back in the garage to have it checked.
With regards to all the charges that were incurred while the vehicle was here, I did explain why we had to replace the starter, battery & the alternator. The starter & battery were new & not used as [redacted] previously stated. The alternator was purchased at a used parts place for a cost of [redacted] retail. We charged her [redacted] that included delivery and that’s why she was charged [redacted] for alternator. I don’t believe that was unreasonable.
The labor guide to remove & replace a motor on that car has a total time of 12.6 hours and that don’t include removal & replacement of parts that we had to re & re from the old motor. You can view the [redacted] labor guide that I have attached and it shows that the labor guide does not include some of the transferring of parts from the old motor to the new motor. [redacted] was not charged anything for us to remove & replace these parts.
I think that [redacted] bill was reasonable & fair.
I again apologize for not contacting her with regards to the other charges that were incurred.
Your Truly,
[redacted]
Owner/Operator

Initial Business Response /* (1000, 7, 2015/07/17) */
Thruway understands the complaint this customer has brought forward, and appreciates their response as the tire is expensive. That being said, the customer was advised when they brought the tire in that there was no guarantee that they could...

safely remove the tire from the rim. It was a difficult job requiring 4 people to release it, at which time no damage was noted. The tire was replaced on the vehicle and the customer paid and left. After having taken the vehicle to a different garage with a complaint of a slow leak, the customer returned wanting the tire replaced. Thruway cannot be held responsible for what damages may have taken place at a different place of service. As a means of rebuilding the relationship, [redacted] Thruway is offering Mr. [redacted] two free oil changes in good will.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not advised by thruway there was a chance the tire might be ruined by them during installation. I am advised that they do not have the proper equipment and/or expertise to install performance tires. I returned to thruway with a leak but they were unable to service the tire at that time so I sought service at from [redacted] who discovered the damages. They installed a new tire...no problem.
Thruway needs to take responsibility for the damage they caused and simply pay for the tire...etc