Faulkner Cadillac Trevose

To whom it may concern,I am writing this letter in regards to the the compliant we received onMonday, August 21, Let me start by saying that the complaint wasfrom the step mother of one of my employeesOn Wednesday August16th,my employee Tabitha *** performed services on her
twoyounger sisters, her father and her step motherTheir services that daywere as follows: Her sisters *** had a haircut past shoulders ($35)and a braid ($18), her sister *** received a haircut past shoulders($35), Aat iron ($20) and a braid ($18), her father *** received amen's haircut With eyebrow trim ($20) and ***(person filingcomplaint) received a single process on X long hair and a haircut ($120).This is a grand total of $(See attached price sheet) Since these arefamily members of Tabitha *** she only charged them $for allservices rendered, saving them $I (Danielle ***, Owner@ NewMoon Beauty Studio) and another employee were there the entire timeall services were being performedI helped Tabitha formulate a color,she applied it, rinsed it, did a blow-dry and a trimAt one point sheeven sat in my chair personally for me to trim her bangsAt no pointthrough the services was anything said about not being happy With anyservices performed that dayI also have another employee that wasworking the day this took place as a Witness, as well as camera footagefrom the whole day to prove thisTanya never showed a picture of whatshe was asking for, just wanted us to match her natural color, we did ourbest to do soAs far as her accusations of Tabitha doing this to bemalicious, which could be the furthest thing from the truth considering Ihelped formulate the color like I said previouslyFrom where I amstanding she did them a huge favor that day by only charging them $40for all services performed that dayWhen it comes to phone calls notbeing returned, she never tried to contact the salon, Tabithas phone ormy phoneI would be glad to pull phone records if needed to prove this.Further more none of this was a concern until two days after theservices were doneThis Situation had nothing to do with hair at all andwas a personal attack on my employeeThis customer (my employeesstep mother) went as far as posting hateful and personal attacks on herfacebook page (see attached documents) on not only her work but herpersonally, she is currently being charged With harassment in the 2ndbehind this whole situationI also spoke with Tabitha's father personallyabout this matter in person on August 18th and told him I would behappy to rectify the situation by doing whatever needed to make sureshe was happy and he said she refused insensatelyI don't feel a refundshould be given or I should receive any negative feedback from thisincident with all of the information and proof I have given you on thematterI run nothing less than a highly professional salon with a welltrained staffI make sure no client leaves unhappy and is nothing lessthen thrilled with their services. Thank youDanielle *** Owner@ New Moon Beauty Studio

Sorry it took so long to get back to you folks, I was out on vacation and then upon my return covered someone else who was out. To start let me explain to you the customers vehicle condition. We meet them on 7/7/15 see attached [redacted]. The vehicle was not in a constant fail mode meaning the...

condition described was happening, it merely just had trouble lights on. Upon scanning the computers it merely stated there was a loss of communication between 4 computers/modules. This vehicle like any current day vehicle has software the needs to network with other computers and the information that was stored is they stopped communicating. While testing the vehicle  everything was communicating at that time. The customer was aware of the technical side of this scenario and was kept up to date, in a condition like this the only thing anyone can do is hit the time clock and begin running tests, searching for wiring harness flaws and/or driving the vehicle in hope of duplication and the vehicle remain in a failed state. In a failed state testing and diagnosis can easily be done. This vehicle as per the customer statement only did what it did @ 70 mph, you can not test a vehicle in motion. we spent 3.3 hours that day(@131.23 per hour bill should have been $393.69 but we assisted and charged only $260.00) went over the data as best as we could which lead logically to the last computer not stopped talking was the suspension module, we also diagnosed the window condition that day. Their warranty company agreed to pay for the module and it was installed, see [redacted]. The customer when arriving for that visit questioned us on refunding them the diagnostic fees spent previously that day even though everyone was on the same page as you can see by the technicians notes on the 1st visit. We lent them a brand new Cadillac that day, a rental value of around $70 per day. The only stipulation is that when we do this people are responsible to  return it full of gas and in the condition it was given to them, free of damage. That is noted on a dash plackard inside each vehicle and explained by our personnel when each time one is issued. They are also responsible for any toll or traffic violations they we receive on that vehicle while in their possession, that is expressed in the contract they sign. If we get any of those they arrive sometimes weeks later. The fuel part of the vehicle is done also after the vehicle is given to attendant to wash and refuel if the gauge is not on full upon return. This is why they were charged the $44.16 which was occurred during the visit from [redacted] when them a vehicle for 13 days total when they returned, 13 days @ $70 per day is a value of $910., Now, upon the vehicles return when the condition re-appeared we again readvised the technical nature as I pointed out before in my notes here. Any vehicle like this just like a person with a medical problem which is an analogy I used explaining to them may takes hours of testing or driving and possible component trial being that in an intermittent condition, you have to go with theory of operation or the vehicle needs to go into and remain in its failed state not a comfortable situation for any owner. Like a hospital the tests and so on take time and cost money, there is no people or car machine you can plug in and tells you the answer unless you are in a broken state, car or human (broken arm still requires an xray but no tests or exploratory work needs to be done). During the 13 day stay we spent hours driving, then searching the wiring harness deeper where we found some minor damage to the communication circuit nears the transmission, repaired that. I personally drove the vehicle several times after that at the speeds described and it seemed fine again. Within a day they returned.(was continued [redacted]) I had informed the customer that we had worked out time and charges with their warranty company again up to this point so they fully realized that yes, there were charges being made during this process and concessions from us in sympathy trying to assist. The day they returned before I went on vacation I explained I would contribute two more hours "on the house" but after that between them or their warranty company time and materials would apply again. After reading their complaint and you reading my response I would hop you would agree with us. Todays vehicles are extremely complicated, this customers particular condition type is not testable unless in a failed state requires time and parts which both incur expenses which ultimately needs to be paid. Our process is similar doctor trying to figure out what's wrong with a patient who has an ailment that randomly occurs or is there but not visible to the eye, they also charge step by step. Our General Manager authorized to return their fuel money but we elect no further refunds or losses towards this vehicle.
 
Sincerely,
Ron S[redacted]
Service Manager Faulkner Cadillac
 
PS...I tried attaching all 3 **'s and a photo of the das Packard in the loaners but this software wouldn' allow that....you have a copy of the initial ** only here.