Gallup Automotive Repair

Complaint: [redacted] I am rejecting this response because:I would first like to start by stating that I never agreed to partial paymentI stated multiple times that they are responsible for the full amount to be paid to get my Business back on the road I agreed to to take what they were offering to start and go fro thereI still have not received the $back to this dayI also stated that this caused six (6) days of lost travel, hotel expenses, business appointments that needed to be rescheduled as well as my personal time and frustration that I enduredNot to mention that I COULD HAVE DIED OR KILLED OTHERS due to the improper reassembly of the REAR AXLESo I will go over again to refresh that I went in to Gallop Automotive do to a noise I was hearingI called before going thereI had to wait hours before it was even looked at, showing I was in no hurry I just wanted to be safe and get back to my business travelsNow I will answer to the following reasons that Gallop listed for not being responsibleIf the truck is 28yrs old or days old it is their profession, their duty and their responsibility to diagnose, repair and insure the safety of the people they are providing a service to California repair shop did several services on 12/6/2017, 12/23/2017, & 1/5/all these services were over a month and over miles laterSo there for any repairs that were done by them is irrelevantHad they done something wrong I would have noticed by then or Gallop Automotive should have found any issues during their inspectionThe test drivesof them were to listen to hear if the same noise that I went in for was still thereI was never asked about prior questions on the bearings [redacted] verbally corresponded with Gallop and Stated to them that the bearing was melted to the axle housing and egg shaped the housing No oil leaking out of the rear end of the housing full of gear oiland had no gear oil in the axle tubes as it was supposed to have in themAlso the left tire was sticking 2ft out from the truck when brought in I stated on Feb 7th to Gallop that I was not accepting the purposed amount of them paying and they are responsible for the full loss out of my pocketGallop Automotive disassembled and reassembled the front and rear axle on my business truck, I had no issues with it until after leaving their shop, with them preforming the work and miles later, in rush hour traffic while pulling a 16ft business trailer lost the rear end that they had just servicedLuckily without killing me or others I was able to get to pulled off the rdThis is clearly their responsibilityThey are 100% responsibleI would not feel this way if they hadn't just serviced it miles prior and it were or months later, but we are talking about within hours of leaving their service shop this happenedAccidents happen and things get over lookedIt happens but they are not taken full responsibility & they shouldI am a business man, have ran my business for over 35yrs and I would never treat a customer of mine like thisI would first be thankful that no one was seriously injured & offer any help I could to make the situation correctI will be more than happy to get a statement and forward it to the Revdex.com from the repair shop that correctly installed my axle so that I could finish my business trip and make it safely home to Michigan Regards, [redacted] ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I was following up with a response to Gallup AutomotiveI have submitted all the requested paperwork, which is the same paperwork that we have giving to Gallup beforeI also I have not received the refund that was supposed to be given for the $Im not sure what more information that I can give, but I do believe as well as the ** *** that repaired my truck that Gallup is responsible for these repairsThey have failed to follow thru with the refund I was promised, need to take responsibility for not intentionally causes the damage but admit that an error was made and resolve this properlyBy failing to refund the money alone I was promised is just a sign of how they are doing business at this time which I feel that this is very poorPlease let me know what else I need to do to resolve this complaintThank you!

Complaint: ***
I am rejecting this response because:I would first like to start by stating that I never agreed to partial paymentI stated multiple times that they are responsible for the full amount to be paid to get my Business back on the road I agreed to to take what they were offering to start and go fro thereI still have not received the $back to this dayI also stated that this caused six (6) days of lost travel, hotel expenses, business appointments that needed to be rescheduled as well as my personal time and frustration that I enduredNot to mention that I COULD HAVE DIED OR KILLED OTHERS due to the improper reassembly of the REAR AXLESo I will go over again to refresh that I went in to Gallop Automotive do to a noise I was hearingI called before going thereI had to wait hours before it was even looked at, showing I was in no hurry I just wanted to be safe and get back to my business travelsNow I will answer to the following reasons that Gallop listed for not being responsibleIf the truck is 28yrs old or days old it is their profession, their duty and their responsibility to diagnose, repair and insure the safety of the people they are providing a service to. 2. California repair shop did several services on 12/6/2017, 12/23/2017, & 1/5/all these services were over a month and over miles laterSo there for any repairs that were done by them is irrelevantHad they done something wrong I would have noticed by then or Gallop Automotive should have found any issues during their inspectionThe test drivesof them were to listen to hear if the same noise that I went in for was still thereI was never asked about prior questions on the bearings** *** verbally corresponded with Gallop and Stated to them that the bearing was melted to the axle housing and egg shaped the housing No oil leaking out of the rear end of the housing full of gear oiland had no gear oil in the axle tubes as it was supposed to have in themAlso the left tire was sticking 2ft out from the truck when brought in I stated on Feb 7th to Gallop that I was not accepting the purposed amount of them paying and they are responsible for the full loss out of my pocket. Gallop Automotive disassembled and reassembled the front and rear axle on my business truck, I had no issues with it until after leaving their shop, with them preforming the work and miles later, in rush hour traffic while pulling a 16ft business trailer lost the rear end that they had just servicedLuckily without killing me or others I was able to get to pulled off the rdThis is clearly their responsibilityThey are 100% responsibleI would not feel this way if they hadn't just serviced it miles prior and it were or months later, but we are talking about within hours of leaving their service shop this happenedAccidents happen and things get over lookedIt happens but they are not taken full responsibility & they shouldI am a business man, have ran my business for over 35yrs and I would never treat a customer of mine like thisI would first be thankful that no one was seriously injured & offer any help I could to make the situation correctI will be more than happy to get a statement and forward it to the Revdex.com from the repair shop that correctly installed my axle so that I could finish my business trip and make it safely home to Michigan.
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Mr***Thank you for taking the time to express your concern regarding your experience at our establishmentAs General Manager, I encourage all discussions, whether positive or negative as it gives us the type of feedback We need in order to be as effective as possible when persuing outstanding
customer service and satisfaction After gathering as much information as We could regarding your vehicle, we decided to come to an agreement in which both party's came to a mutual agreement In no way does Gallup Automotive Repair have any concrete data or documentation to prove we are responsible for the mishap that transpired to your vehicle We realize you were in a hurry to get back on the road, however when processing possible warranty and/or compensation claims, requested documents need to be provided by the Customer, Insurance, Warranty dept, Repair shop, and any other entity that could provide details as to the possible cause of failure The reason the process took longer than expected was for the following reasons. 1.)it's difficult to pin point cause or failure on a year old vehicle2.) A California repair shop did work/inspection on it a day or two before our inspection and we requested a copy of the work that was done their ( that request was never provided to us). 3.) We requested information on the last time the bearing had been changed ( we were never provided that information) 4.) Repair shop you were towed to would not fax us or provide any details as to why the bearing failed which made it very difficult to find fault toward anyone much less our facility. 5.) Our certified tech was sure that he thoroughly and properly inspected the rear bearings and even when on multiple test drives with you to reaffirm his diagnostic. 6.) he also stated he correctly diagnosed the front bearings as dry which would have given him the upmost confidence to also correctly diagnose the rear bearings as well. Because we were not provided the proper documentation, we made the decision not to cover the full cost of your requestHowever, because we are a repair facility that truly cares about all our customers, we offered to pay a portion of you bill in the sum of $as well as the $you spent at our facility The compensation is not an admission of guilt but rather a moral pledge and promise to every one of our customers to whom we guarantee incomparable service Be assured that because of your review, we have already implemented a few ideas and processes that will better serve and protect not only our customers but also our employees so that this issue will not arise again. Once again, we appreciate it and we hope that you are back on the road and home safe and sound. Thank you, Jimmy G***, General Manager

Dear Mr. [redacted],Thank you for contacting us regarding the issue at hand.  I appreciate your willingness and follow up so that both of us can come to a resolution.Unfortunately, when both parties are getting exact opposite information, it's very difficult to come to a resolution.   We still HAVE NOT received the requested information so that our warranty dept. can proceed in investigating the issue.   We still HAVE NOT received any paperwork from [redacted] much less evidence of who or what was at fault.  I understand you feel that our explanation or rebuttal is off track but  it's just not factual that the proper documents and information have been submitted to us.   We did speak to a representative at [redacted] over the phone one time, in which he said he was unsure of who was at fault but was not willing to give us anymore information then that.   That's the reason for requesting the paperwork from [redacted] from which we still have not received.  We needed to see what there findings were so that we can make a proper determination.   We have every intention on refunding you the $214,in fact by the time you get this rebuttal, it should already be in your account.  If you look at our last correspondence, we were still awaiting the proper requested documentation, therefore, the $214 wasn't purposely being held back, the account was still open and the possibility of a different amount or no amount at all still needed to be decided.  We have refunded your account in the amount of $214.00 and will close the account.   Thank you!Gallup Automotive Repair

Thank you for your response,As originally stated in the previous rebutal, we are unable to determine fault due to numerous factors.  We completely understand the severity and the seriousness of this issue and we are prayerfully glad nobody was seriously hurt.  WE CAN NOT START WARRANTY CLAIMS WITHOUT PROPER DOCUMENTATION1.) You mentioned verbal communication between the repare shop and our shop.  We asked them repeatedly to provide their findings via fax or email in which they did not provide.  We also asked them to provide pics2.) When asked to provide documentation regarding work done at in California, we still were not provided documentation. ONCE AGAIN. . . WARRANTY AND/ OR REIMBURSENT IS NOT REVIEWABLE BASED ON VERBAL COMMUNICATION. WE MUST HAVE WRITTEN DOCUMENTATION!!!WE DID NOT DISASSEMBLE AND REASSEMBLE THE REAR BEARINGS.We did have to remove a few things in order to get a thorough diagnosis but did not have to do anything with the bearings since here were no issues or leaks at that time. Their was no leaks from the bearings or the seals during diagnosis.   The only leak notated at the time was from the differential housing as well as it was slightly bent likely from load bearing weight. We would like to be of more help to you and as we've stated, we are sincerily sorry for the experience you have encountered regarding your vehicle, unfortunately, without proper requested documentation, we will not be assist in the warranty process.     Verbal explanations often times can be DEAMED subjective rather than factual  We will look into your claim for reimbursement of the $214.00  Thank you,Gallup Automotive Repair We look forward to hearing