Garrett Motors

My name is [redacted], and I am the Parts and Service Director at [redacted].I am responding to the letter you sent to us with the ID number [redacted]. If you could also please see the attachment with copies of the repair order that she authorized repairs for.There were three lines on this...

repair order that the customer stated she wanted to have inspected for repairs. Upon the inspection, we made initial contact with the customer and explained to her what the repairs would be starting with the air conditioning.Due to the age of the vehicle and regulations on the r-12 system that was currently in the vehicle for A/C refrigerant, we gave Ms. [redacted] a price for replacement of the compressor, accumulator, retro fit kit (to make the vehicle compliant), thermal limiter switch, blower motor, o-rings and freon.Next we inspected the check engine light. We found that we needed to start with a major tune up and engine mounts for the vibrations. She gave her ok for the major tune up, but declined to repair the broken engine mounts, and asked when the vehicle was going to be done. Because of the age of the vehicle (1976) parts were not readily available, and took longer to get the parts in that what is typical.At this point and time, we explained to the customer that the repairs would far exceed the value of the vehicle. She stated to me then that she was going to do the repairs and gave me a story about getting the title and how she acquired the vehicle, and conveyed the feeling that she had a personal attachment to the vehicle. At that point, we proceeded with the repairs per the customer’s request.At the time of delivery  of the vehicle to the customer, I went through the paper work with the customer and all was agreed that it was what she expected. I spent a lot of time going over everything with Ms. [redacted] explaining what we did, why we did it, and how it was done. I also shared with her that I personally test drove the vehicle.During my test drive, the vehicle did not die on me, and the A/C was working per design and intent at that time.The customer called back the next day and talked to our receptionist, stating that she was going to cancel the check from the credit card company because she felt like she did not get what she paid for.I immediately called her back to be hung up on. I tried several more times that afternoon and got nothing but voicemails. I did let her know on voicemail that we needed to discuss her conversation with our receptionist.Next she came into the dealership with someone claiming to be her daughter, and spoke to Mr. [redacted], the owner of our dealership. She started with telling him that her car was not running and wanted it towed. He told her that we would gladly tow it back here at no cost, so that we could look at it and see what the issue was. She ended the conversation by telling him that she would call us, and we never heard from her.Mr. [redacted] informed me of their conversation, and I tried to reach out to her and resolve this, to no avail.Ms. [redacted] did stop the check, and we again tried to get Ms. [redacted] to answer to see how we can make this right. She still would not answer the phone or return our voice messages. At this point, we had no other options than to report it to the [redacted] Police Department. Before we did so, we called her one more time explaining what we were being forced to do because of her inability to try and resolve this issue with us. Not long after that, she started calling [redacted], and has now started this case with the Revdex.com.In my conversation with [redacted], we found out that the car was at another shop or a friendly mechanic of hers. Per what she told [redacted], he stated that he did not see where we did any repairs. So as soon as I was done with that conversation with [redacted], I again tried to contact Ms. [redacted] with no luck.Mr. [redacted], our receptionist, our service advisor, and myself (the service manager) have all tried to get a hold of Ms. [redacted], all with no response from her after she picked up her vehicle, except her initial phone call saying she is stopping payment on her credit card check, and her one visit where she stated she would call us so that we could come tow her vehicle back to us for free.We here at [redacted] have always been able to resolve any concerns that our customers may have had. Sometimes it may be a misunderstanding, and/or if we are in the wrong we have, and will always, err on the side of taking care of the customer. Given that the customer will communicate with us.Please call me with any questions.