First Stop Auto

After reviewing complaint #[redacted], we as a business rated A+ with the Revdex.com for many years and being in business for 30 years would like to keep our outstanding rating, but as you know not everyone can be kept happy 100% of the time as in this case. In your letter you ask for our side of this story....

I am responding to and addressing her accusations, and not going into other parts of this story. First, after hearing back from the customer with a complaint about wheel problems, we personally offered to pick up and drop off the vehicle. The next morning she called and said she was on her way to our shop to drop off until it was fixed. On arrival she gave a repair quote for $695 stating the vehicle needed left and right axles and front brake pads and rotors. We brought the vehicle in as soon as possible to find out there was no such issues with the vehicle. We called the customer to see for herself. On arrival she got the chance to physically look at the vehicle on a hoist with the mechanic who pointed out and explained to her why there was no problems with the items she complained about to help her feel safe. She said she would go back to the mechanic shop that gave her the quote and question them. After doing that she called and then said the right front axle was bad and the left front wheel bearing was bad, but now nothing about the brakes, rotors, or left front axle. She then again brought the vehicle back, and we again brought it to our mechanic again. This time there was now a cut clear around the shaft on the right front axle boot (pictures taken). However, to try to satisfy her and remain on good terms, new parts were ordered and installed by our mechanic at no charge to her, and then we personally drove the vehicle back to the east side of Green Bay to deliver it to her. The second incident came when the customer called to say the catalytic converter was plugged and the vehicle needed a map sensor. She asked for half of the repair bill to be covered, but she would not bring the vehicle to us to have repaired. I then told her I would get her a new converter (universal), and that should cover about half the bill after running the part to Green Bay. She said she would call me back. About an hour later she called back and stated she did not want a new converter. She wanted to have the old one pounded out. I informed her that would only cause more problems and it would plug again. I told her I did not want any part of fixing it if it wasn't fixed properly. She then replied ''Then I will report you to the D.O.T." I said "Do what you have to do." About 1 —2 weeks later, the WI DOT field investigator arrived at our dealership. We explained everything regarding the incident and showed him all the records and pictures available. After the field investigator reviewed the customers complaint and our side of the story, he came to the conclusion that we the dealer did nothing wrong. Along with this letter, we are enclosing the customers complaint to the DOT for your review. The customer makes an accusation of falsifying working conditions, which is untrue. A third party mechanic inspected the vehicle prior to being available for sale. Also, if there was anything wrong with the vehicle, surely our business would not have extended credit to her to make payments. Normally we do not let customers make payments, but decided to give her a chance to help her out. This type of customer is spoiling the same chance for other people. Her balance is $1,726, and if payments are not made in a timely manner, we will be forced to reposes the vehicle. Unfortunately the customer was not willing to come to an agreement. Again, we have a long standing A+ rating with the Revdex.com and are a very reputable car dealership in the area. If you would like to contact the third-party mechanic we use or the WI DOT field investigator, I would be happy to provide you with that information. If you have any additional questions, feel free to contact me. Thank you,