Complaint: [redacted]I am rejecting this response because:
I spoke with the Napa care shop ( superior automotive) that looked at the pictures of our truck. While They did confirm that the parts were not installed back correctly, they cannot create an invoice without actually having done the repairs.
We had no choice, given our circumstances, but to repair the vehicle ourselves or remain stranded.
It would be beneficial to make sure that customers fully understand the importance of taking any vehicles in questions to a Napa care center vs repairing on their own.
This occurred on a weekend and I could not reach the diesel doctor to ask what we should do.
We would have had no way to get food or supplies to make it until Monday.
I told the business this when I finally was able to reach them .
To make a couple of things clear:
I did speak with one owner but asked for another ones information ( as I know there are several owners) and wasn't provided that.
All of the second opinions we got ( besides his dad) were not from "family friends " they were from other shops from mechanics we don't know and I told the business this.
The only "family and/or friend " that was even involved was my husband and his father in law.
My husband is highly qualified to do the repairs as he has been a certified mechanic for over 7 years and my father in law has been a certified diesel mechanic for over 30.
My husband and father in law have degrees and several certificates in mechanical engineering. My father in law has been one of the top mechanics at RWC machinery in anchorage for several years now.
However we cannot have an invoice for work that was done on the side and I understand that.
Every one of the other mechanics we spoke to about this we're ones we didn't know and they had the same conclusion.
If the clips would have been put back on fully the leak wouldn't have occurred at all.
While it's a simple mistake, it's still not our fault.
We did what we had to do to survive and keep our family safe.
We are thankful that no one was injured during this whole process, but it doesn't remove the traumatizing experience that both my 2 year old daughter and I faced.
Being stranded in the cold and rain for over 5 hours. Standing on the side of the road holding a squirming toddler and a flashlight watching my husband struggle to find the problem.
Talk about a nightmare.
We are very lucky we weren't hit by cars passing. Luckily, our family came looking for us after several hours and we could call for a $1200 tow. Not to mention struggling to stay awake to drive back home in the dark after being up for over 24 hours.
While all of this makes for a wonderful sob story , I am not looking for sympathy or some kind of revenge. I simply want to be sure that we are being treated fairly, if indeed, the repairs weren't done as they should have been.
Regardless of if they would have taken fault or not, even an apology for us having to endure this would have been nice.
We did ask if they would be willing to at least flush our tranny or give us a small discount on future work.
That was out of the question.
I feel like we are being blamed for the situation which makes no sense to us.
It is unfortunate that they won't stand behind their workmanship.
In my experiences conducting business I have always provided a way to make up for things that could have possibly been my fault.
Even if that just means sounding concerned.
Especially when a family's safety was jeopardized.
We need to know if the Napa parts warranty is carried over to the next owner if we sell our truck, which we plan to do this weekend.
Otherwise we don't wish for anything else from them besides to bring attention to this and ensure that others don't deal with similar situations in the future.
I have attached a letter from my father in law as well as my husbands and my father in laws certificates and degrees ( even my husbands transcript showing his GPA ) To provide proof that they are highly qualified and experienced in this field.
Thanks ,
[redacted]
----------------
Please allow me to introduce myself as [redacted]'s dad, [redacted].
It was brought to my attention the scenario my son and daughter in law went through when attempting to return home on Sept 23 2016.
As a father and grandfather I will do anything for the sake of my kids. I was just a bystander while my son was dealing with you. I supervised and helped my son to install a busted transmission oil cooler line in which your shop did not secure back properly.
For your information, I hold an associates degree in automotive, a tradesman license working for private sectors and for our local government. From private vehicles, commercial, fleets all the way up to heavy equipment since 1983, back in Samoa.
Currently I am working for RWC group international a dealership in anchorage for Internationals and isuzus semi trucks as a technician since November 2013.
Having my children, especially my only granddaughter stranded in the middle of the night in the middle of no where as my brother and family drove to find them and make sure they are safe to wait for a very expensive tow truck.
You have requested a certified shop to go through what we were forced to correct, due to your shops performance is revealing your no sense of remorse for my kids and who knows how many other people have dealt with this happening to them before us.
If you still wish to have a certified shop verify our replacement of the cooler line I would be happy to bring it to my shop at RWC and have another technician do that.
Bottom line is we would never be in this situation if your technicians secured the transmission oil cooler lines. They were rubbing onto the steering idler arm when turning, causing damage and eventually a complete breakdown.
Your unprofessional response is unexpected , bare in mind the saying" the customer is always right.
I hope this will enlighten you and your technicians moving forwards.
With all due respect ,
[redacted]
907-744-251
Complaint: [redacted]I am rejecting this response because:
I spoke with the Napa care shop ( superior automotive) that looked at the pictures of our truck. While They did confirm that the parts were not installed back correctly, they cannot create an invoice without actually having done the repairs.
We had no choice, given our circumstances, but to repair the vehicle ourselves or remain stranded.
It would be beneficial to make sure that customers fully understand the importance of taking any vehicles in questions to a Napa care center vs repairing on their own.
This occurred on a weekend and I could not reach the diesel doctor to ask what we should do.
We would have had no way to get food or supplies to make it until Monday.
I told the business this when I finally was able to reach them .
To make a couple of things clear:
I did speak with one owner but asked for another ones information ( as I know there are several owners) and wasn't provided that.
All of the second opinions we got ( besides his dad) were not from "family friends " they were from other shops from mechanics we don't know and I told the business this.
The only "family and/or friend " that was even involved was my husband and his father in law.
My husband is highly qualified to do the repairs as he has been a certified mechanic for over 7 years and my father in law has been a certified diesel mechanic for over 30.
My husband and father in law have degrees and several certificates in mechanical engineering. My father in law has been one of the top mechanics at RWC machinery in anchorage for several years now.
However we cannot have an invoice for work that was done on the side and I understand that.
Every one of the other mechanics we spoke to about this we're ones we didn't know and they had the same conclusion.
If the clips would have been put back on fully the leak wouldn't have occurred at all.
While it's a simple mistake, it's still not our fault.
We did what we had to do to survive and keep our family safe.
We are thankful that no one was injured during this whole process, but it doesn't remove the traumatizing experience that both my 2 year old daughter and I faced.
Being stranded in the cold and rain for over 5 hours. Standing on the side of the road holding a squirming toddler and a flashlight watching my husband struggle to find the problem.
Talk about a nightmare.
We are very lucky we weren't hit by cars passing. Luckily, our family came looking for us after several hours and we could call for a $1200 tow. Not to mention struggling to stay awake to drive back home in the dark after being up for over 24 hours.
While all of this makes for a wonderful sob story , I am not looking for sympathy or some kind of revenge. I simply want to be sure that we are being treated fairly, if indeed, the repairs weren't done as they should have been.
Regardless of if they would have taken fault or not, even an apology for us having to endure this would have been nice.
We did ask if they would be willing to at least flush our tranny or give us a small discount on future work.
That was out of the question.
I feel like we are being blamed for the situation which makes no sense to us.
It is unfortunate that they won't stand behind their workmanship.
In my experiences conducting business I have always provided a way to make up for things that could have possibly been my fault.
Even if that just means sounding concerned.
Especially when a family's safety was jeopardized.
We need to know if the Napa parts warranty is carried over to the next owner if we sell our truck, which we plan to do this weekend.
Otherwise we don't wish for anything else from them besides to bring attention to this and ensure that others don't deal with similar situations in the future.
I have attached a letter from my father in law as well as my husbands and my father in laws certificates and degrees ( even my husbands transcript showing his GPA ) To provide proof that they are highly qualified and experienced in this field.
Thanks ,
[redacted]
----------------
Please allow me to introduce myself as [redacted]'s dad, [redacted].
It was brought to my attention the scenario my son and daughter in law went through when attempting to return home on Sept 23 2016.
As a father and grandfather I will do anything for the sake of my kids. I was just a bystander while my son was dealing with you. I supervised and helped my son to install a busted transmission oil cooler line in which your shop did not secure back properly.
For your information, I hold an associates degree in automotive, a tradesman license working for private sectors and for our local government. From private vehicles, commercial, fleets all the way up to heavy equipment since 1983, back in Samoa.
Currently I am working for RWC group international a dealership in anchorage for Internationals and isuzus semi trucks as a technician since November 2013.
Having my children, especially my only granddaughter stranded in the middle of the night in the middle of no where as my brother and family drove to find them and make sure they are safe to wait for a very expensive tow truck.
You have requested a certified shop to go through what we were forced to correct, due to your shops performance is revealing your no sense of remorse for my kids and who knows how many other people have dealt with this happening to them before us.
If you still wish to have a certified shop verify our replacement of the cooler line I would be happy to bring it to my shop at RWC and have another technician do that.
Bottom line is we would never be in this situation if your technicians secured the transmission oil cooler lines. They were rubbing onto the steering idler arm when turning, causing damage and eventually a complete breakdown.
Your unprofessional response is unexpected , bare in mind the saying" the customer is always right.
I hope this will enlighten you and your technicians moving forwards.
With all due respect ,
[redacted]
907-744-251
Sincerely,[redacted]