Fox Automotive Service & Repair

March 3, Dear ** [redacted] ;Thank you for your letter dated February 27, 2014, regarding our repair order #***, Prior to contacting your organization, ** [redacted] voiced no concern or complaint with the repair Our repair order was completed on his car that is years old and has accumulated more than 222,milesAs a [redacted] Auto Care Center, and [redacted] Approved Repair Center, we pride ourselves on retaining highly trained technicians who are ASE Certified and/or factory trained, in the case of this repair, our senior technician who serviced this vehicle not only holds ASE certification, but also has accumulated several hundred hours of [redacted] factory training while employed by [redacted] for most of his professional careerThe vehicle in question is a product of [redacted] , and I am quite comfortable in saying our technician is especially well trained to repair most any vehicle he encounters.The vehicle in question was towed to our shop with a no start issueThe car was found to have had several electrical issuesOur technician found that the purple wire on the starter switch that sends power to the starter solenoid had no power and was incorrectly wired to a fan circuitWe replaced the ignition switch and our technician validated that both the ignition circuit and the fan circuit were properly functioning at the time the vehicle was returned to the customer.All of our repairs are completed using either [redacted] sourced [redacted] components or original manufacturer branded componentsOur [redacted] coast-to-coast warranty covers qualifying repairs by our shop or a member of the [redacted] Auto Care Network if outside of a mile radius from our location, for months or 12,milesFor parts and services outside of the [redacted] network, we provide our own in-house warranty when the vehicle is returned to us for additional repairs.I can assert with confidence that our standard accepted repair industry business practice, is to refer a customer back to the original shop in order for the customer to receive proper warranty credit for prior repairs that need further attentionObviously in this situation, we were not afforded this simple courtesy, which is unfortunate for the customer, and equally unfortunate that the customer simply did not contact us to discuss the matter and his issue, which we would have been happy to address to his satisfactionIn closing, I would be happy to review any materials that ** [redacted] can provide from the other unnamed repair facility, including copies of their invoice, receipt for towing charges, diagnostic report and technician notesUpon having the opportunity to review these materials, I can then better respond to your inquiry.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: They should had seen the problem the first timeThe starter wasn't tighten rightThe other garage said the screws where striped and they should had cheeked it out before doing any work on it
Regards,
*** ***

March 24, Dear *** ***;Thank you for your letter dated March 20, 2014, regarding further assertions and claims by *** ***You may recall from my letter dated March 3, that I requested copies of any materials that *** *** can provide from the other “still to be unnamed” repair facility, including copies of their invoice, receipt for towing charges, diagnostic report and technician notesUpon having the opportunity to review these requested materials, I can then better respond to your inquiryGiven the time lapse and failure on the part of *** *** to provide the requested documentation, I fail to understand what I am expected to assist with, except maybe spirited debate.*** *** first asserted that his discontent and claim for refund was because of work that we did incorrectly on his car, based upon information given him by this unnamed repair shopAfter responding that the diagnosis and work we completed was correct for the problem the car was experiencing when it was towed in, and which he subsequently later drove after our repair for a period of months; *** *** now recants his story to now claim that the problem is now manifested with work we did not doWork that I will assert did not need to be done at the time of the first repairHad we found any bolts that actually had been “stripped”, the starter would not have been capable of properly starting the car before leaving our shopA starter that was not properly tightened would have prohibited the starter solenoid from properly engaging the flywheel, resulting in further starting issuesObviously, if these problems were present when the car was in our shop, we would have advised *** *** of the needed repairAfter leaving our shop with his car, had *** *** experienced any issues which caused him any concern, we would have been more than happy to look at his car again.In closing, while I can appreciate the fact that *** *** may be unhappy at paying for car repairs, he has provided no documented proof of any errors on our part, with either work he first claimed we did, then later claimed we did not doAs a housekeeping matter, I would also appreciate you updating your records to reflect the current owners of the businessYour two previous letters were addressed to a lessor of the business property, who is not associated with our repair businessThis will ensure that you receive prompt attention in the future.Sincerely,

March 3, 2014
Dear **. [redacted];Thank you for your letter dated February 27, 2014, regarding our repair order #[redacted], Prior to contacting your organization, **. [redacted] voiced no concern or complaint with the repair Our repair order was completed on his car that is 18 years old and...

has accumulated more than 222,808 milesAs a [redacted] Auto Care Center, and [redacted] Approved Repair Center, we pride ourselves on retaining highly trained technicians who are ASE Certified and/or factory trained, in the case of this repair, our senior technician who serviced this vehicle not only holds ASE certification, but also has accumulated several hundred hours of [redacted] factory training while employed by [redacted] for most of his professional career. The vehicle in question is a product of [redacted], and I am quite comfortable in saying our technician is especially well trained to repair most any vehicle he encounters.The vehicle in question was towed to our shop with a no start issue. The car was found to have had several electrical issues. Our technician found that the purple wire on the starter switch that sends power to the starter solenoid had no power and was incorrectly wired to a fan circuit. We replaced the ignition switch and our technician validated that both the ignition circuit and the fan circuit were properly functioning at the time the vehicle was returned to the customer.All of our repairs are completed using either [redacted] sourced [redacted] components or original manufacturer branded components. Our [redacted] coast-to-coast warranty covers qualifying repairs by our shop or a member of the [redacted] Auto Care Network if outside of a 25 mile radius from our location, for 12 months or 12,000 miles. For parts and services outside of the [redacted] network, we provide our own in-house warranty when the vehicle is returned to us for additional repairs.I can assert with confidence that our standard accepted repair industry business practice, is to refer a customer back to the original shop in order for the customer to receive proper warranty credit for prior repairs that need further attention. Obviously in this situation, we were not afforded this simple courtesy, which is unfortunate for the customer, and equally unfortunate that the customer simply did not contact us to discuss the matter and his issue, which we would have been happy to address to his satisfactionIn closing, I would be happy to review any materials that **. [redacted] can provide from the other unnamed repair facility, including copies of their invoice, receipt for towing charges, diagnostic report and technician notes. Upon having the opportunity to review these materials, I can then better respond to your inquiry.Sincerely,

Review: Car was not fixed right. Car had broke down once again. Had to get it towed to a different garage. They found out that the starter wasn't fixed right. Fox's was had to fixed it right the first time. Well the other garage told me that it wasn't done right. I spent a lot of money to get it fixed. I want it back.Desired Settlement: Would like to get the money I spent back.

Business

Response:

March 3, 2014Dear **. [redacted];Thank you for your letter dated February 27, 2014, regarding our repair order #[redacted], Prior to contacting your organization, **. [redacted] voiced no concern or complaint with the repair Our repair order was completed on his car that is 18 years old and has accumulated more than 222,808 milesAs a [redacted] Auto Care Center, and [redacted] Approved Repair Center, we pride ourselves on retaining highly trained technicians who are ASE Certified and/or factory trained, in the case of this repair, our senior technician who serviced this vehicle not only holds ASE certification, but also has accumulated several hundred hours of [redacted] factory training while employed by [redacted] for most of his professional career. The vehicle in question is a product of [redacted], and I am quite comfortable in saying our technician is especially well trained to repair most any vehicle he encounters.The vehicle in question was towed to our shop with a no start issue. The car was found to have had several electrical issues. Our technician found that the purple wire on the starter switch that sends power to the starter solenoid had no power and was incorrectly wired to a fan circuit. We replaced the ignition switch and our technician validated that both the ignition circuit and the fan circuit were properly functioning at the time the vehicle was returned to the customer.All of our repairs are completed using either [redacted] sourced [redacted] components or original manufacturer branded components. Our [redacted] coast-to-coast warranty covers qualifying repairs by our shop or a member of the [redacted] Auto Care Network if outside of a 25 mile radius from our location, for 12 months or 12,000 miles. For parts and services outside of the [redacted] network, we provide our own in-house warranty when the vehicle is returned to us for additional repairs.I can assert with confidence that our standard accepted repair industry business practice, is to refer a customer back to the original shop in order for the customer to receive proper warranty credit for prior repairs that need further attention. Obviously in this situation, we were not afforded this simple courtesy, which is unfortunate for the customer, and equally unfortunate that the customer simply did not contact us to discuss the matter and his issue, which we would have been happy to address to his satisfactionIn closing, I would be happy to review any materials that **. [redacted] can provide from the other unnamed repair facility, including copies of their invoice, receipt for towing charges, diagnostic report and technician notes. Upon having the opportunity to review these materials, I can then better respond to your inquiry.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They should had seen the problem the first time. The starter wasn't tighten right. The other garage said the screws where striped and they should had cheeked it out before doing any work on it

Regards,

Business

Response:

March 24, 2014 Dear [redacted];Thank you for your letter dated March 20, 2014, regarding further assertions and claims by [redacted]. You may recall from my letter dated March 3, 2014 that I requested copies of any materials that [redacted] can provide from the other “still to be unnamed” repair facility, including copies of their invoice, receipt for towing charges, diagnostic report and technician notes. Upon having the opportunity to review these requested materials, I can then better respond to your inquiry. Given the time lapse and failure on the part of [redacted] to provide the requested documentation, I fail to understand what I am expected to assist with, except maybe spirited debate.[redacted] first asserted that his discontent and claim for refund was because of work that we did incorrectly on his car, based upon information given him by this unnamed repair shop. After responding that the diagnosis and work we completed was correct for the problem the car was experiencing when it was towed in, and which he subsequently later drove after our repair for a period of 2 months; [redacted] now recants his story to now claim that the problem is now manifested with work we did not do. Work that I will assert did not need to be done at the time of the first repair. Had we found any bolts that actually had been “stripped”, the starter would not have been capable of properly starting the car before leaving our shop. A starter that was not properly tightened would have prohibited the starter solenoid from properly engaging the flywheel, resulting in further starting issues. Obviously, if these problems were present when the car was in our shop, we would have advised [redacted] of the needed repair. After leaving our shop with his car, had [redacted] experienced any issues which caused him any concern, we would have been more than happy to look at his car again.In closing, while I can appreciate the fact that [redacted] may be unhappy at paying for car repairs, he has provided no documented proof of any errors on our part, with either work he first claimed we did, then later claimed we did not do. As a housekeeping matter, I would also appreciate you updating your records to reflect the current owners of the business. Your two previous letters were addressed to a lessor of the business property, who is not associated with our repair business. This will ensure that you receive prompt attention in the future.Sincerely,