Girl Scouts Of Kaw Vly Council

Complaint: [redacted]
I am rejecting this response because:This reply is in reference to Case #[redacted] opened on 9/23/2016.Rejection of Business Response:To [redacted]With regards to the business reply provided by [redacted] on 10/4/2016, there are a couple of items I need to provide clarification for prior to providing my reasons for rejecting the business response:First, [redacted] indicates his title is Service Director in this business response. However, [redacted] was introduced to me by the service advisor on 9/12/2016 as their new Service Manager. Therefore, in my opening complaint correspondence to you, I had been using the title of “service manager”. The service manager I had referred to in my opening complaint is [redacted]. These titles are referring to the same person. [redacted] only has knowledge of my car’s situation from 9/12/2016 (as he was let go of his employment at a different facility and only hired by Frank Kent on 9/6/2016; [redacted] told me this himself on 9/12/2016). The service manager who was involved in my car’s air conditioning repair prior to this went by the name of [redacted]; I don’t believe [redacted] is with this dealership any longer). This clarification is important because it appears in the business response that [redacted] is trying to give the impression that he has complete knowledge of my repair situation and based upon how he is just “making up details as he goes” (such as knowing the temperature my car was running at when being extremely hot when this topic had not even been discussed with [redacted], and also the fact that [redacted] is not referencing the temperature information accurately), he clearly and obviously does not know all of the information regarding what took place.Second, I tried my very best to make sure to avoid providing personal details in my complaint, yet [redacted] provides his .pdf attachment making sure that MY personal information regarding my name, address, phone number, and VIN number for my vehicle are completing showing in the business response. [redacted] has shown this significant lack of concern regarding my car being in his service department since the day I met him. Please make sure if this case is available on the Internet that my personal information isremoved completely. Thank you in advance for your help in this.Reply to Business Response:My complaint is relating to my taking my vehicle to Frank Kent on or about 8/10/2016 because the air conditioner was blowing hot air. The certified [redacted] technician and the service advisor determined on 8/10/2016 that the problem was the refrigerant line was leaking freon due to contact with a fitting on the car’s heater hose. At first, the technician and service advisor decided the best way to fix the refrigerant line was to crimp the refrigerant line where it was leaking. However, after keeping my car for over a week, the service advisor called and explained to me that the other facility (where they were trying to “borrow” a crimping machine from in order to fix my refrigerant line) still had not loaned them the crimping machine. Therefore, the service advisor told me that he was going to have their parts department order a replacement refrigerant line. When the part arrived, the service technician determined that the part was not correct so Jennifer (in the dealership’s parts department) had to order another part. On 8/23/2016, the service advisor notified me that the parts were in. On 8/24/2016, the service advisor notified me that my car was repaired (they also replaced a sending unit which the service advisor recommended to me, and I can provide more details for this if needed, but the primary reason I went to the dealership was to have my a/c blow cold air) and that my car was ready for me to pick up. On 8/25/2016, after discussing the air conditioner line replacements (they replaced my one refrigerant line with two lines and changed the whole configuration of my a/c lines without even getting my approval first!), I picked up my car. After only having my car back for a few days, the freon had bled out of my air conditioning system, and the air conditioner was blowing hot air once again. I notified the service advisor of this, and we agreed that I would bring my car back to the dealership on 9/8/2016 (after the Labor Day holiday was over).During the time the dealership had my car, I was provided with a rental car that had extremely bald tires (not a loaner vehicle from the dealership as [redacted] stated), which was when most of Texas was receiving heavy rain storms, I actually let the rental car sit most of the time at my place and kept having to inconvenience my employees and neighbors to help me get around until my car was fixed as this car would hydroplane uncontrollably on wet roads. When I returned this rental car to the service advisor, I mentioned to him that he should make sure the rental car company knows about this problem before renting this car out to someone.On 9/8/2016, the service technician determined that the freon level was low again indicating the air conditioning system was still leaking freon. I was provided with a loaner vehicle this time which I think is only fair since the air conditioning repair was never fixed in the first place. The service technician proceeded to replace o-rings for the air conditioning system which he thought may be the reason for the freon leaking out of the air conditioning system (these o-rings had been shipped to the dealership with the air conditioning parts back in August when the a/c parts were ordered, but the service technician hadn’t installed the o-rings when he replaced the air conditioning line). The service technician also replaced the sending unit again which the service technician realized was leaking oil when he replaced the o-rings (the sending unit was also replaced when the service technician was working on the a/c in August). This time the service advisor let me know I could pick up my car on 9/9/2016. However, when I picked up my car this time, the service advisor had already left for the day, and the service technician was the person who drove my car up to the service entrance for me to pick my car up. This was at the end of the day on a Friday and although Jane provided me with the paperwork for my car, she didn’t look at my car with me like the service advisor had done previously when I picked up my car in August.Upon picking up my car, I got gas from the service station across the street and headed onto Interstate 45 to return to Dallas (as I had left my work early to pick up my car). Upon entering the interstate from the dealership, the highway was down to one lane for a long stretch due to construction work. During this time, I noticed my car was starting to really get hot (significantly hotter than in all of the years I owned this car!). I was able to make it to my home in Dallas without the temperature gauge going to the red line area (or I would have had to call [redacted] and have them bring a tow truck). However, the next morning I examined under the hood (when the engine area was cooled down) and noticed I had lost over a quart of coolant and that the air filter section was completely opened as the metal bands and hard plastic clips had been completely removed from the casing - this left a gap of over an inch wide where air was escaping and not getting to the engine! I called the service technician at approx. 8:31am on 9/10/2016 and explained this situation to him. The excessively warm temperature was 231 degrees (not what [redacted] wrote on the business response), and the service technician showed extreme concern about this and the fact the car had lost that much coolant. Although my greatest concern at this point was the car running hot, I also explained that the air conditioning was back to blowing hot air once again. We agreed that I should replace the coolant with the same amount in water (as the service technician said he would be readjusting the coolant amount during his work with my car so I didn’t need to go and purchase coolant) and that I would be bringing the car back to the dealership on 9/12/2016 after the rush hour in Dallas was over so the car wouldn’t be caught in stop-n-go traffic going through downtown.On 9/12/2016, I arrived at the dealership with my car. The service technician, service advisor and I were going over the details of the car together and while I was trying my hardest not to get focused on finger pointing about whether the service technician and his team had been negligent with the air filter bands and clips or whether someone else had tampered with my car while it was in the service technician’s care, it started becoming obvious that the service technician was getting defensive. At this point, the service advisor brings [redacted], the new service manager/director out to the service area and introduces him to me. While [redacted] is standing there, the service technician starts breaking pieces of plastic off of the cap to my coolant bottle, and [redacted] does not even tell the service technician to stop. Instead, [redacted] just stands there (as does the service advisor) and they watch while the service technician defaces a car part that belongs to me right in front of my face! I ended up spending most of the day at the dealership this time and am realizing that the trustworthiness of this dealership is going down hill by the hour. During the time I am at the dealership, the service advisor keeps trying to bring up other things that the service technician and service manager/director believe should be done to my car (after seeing that [redacted] attached a car fax report on my car to his business response, it’s very obvious that they just wanted to keep squeezing my wallet when the service technician can’t even make a basic repair to my air conditioning system). After spending several hours in their waiting room, I go back out to the service area, and [redacted] and the service technician and I agree that the dealership will order and install a replacement water pump (as the service technician determined that the water pump is now leaking) and replace the coolant cap (which is now broken and unusable). The service technician confirmed that they can get the water pump from a facility in Tennessee. I was provided a loaner vehicle this time which also seems only fair since the dealership has not repaired the air conditioning problem and has caused a new problem with my car while my car was in their care. On 9/14/2016, the service advisor notified me that the water pump had arrived.Since it was starting to get toward the end of the week, I called the dealership on 9/15/2016 to try to find out when I would be able to pick up my car. After several attempts and no one returning my voicemails, I was able to finally contact the service advisor by phone at approximately 1:51pm. This time the service advisor explained to me that I should only be working directly with the service manager/director which is [redacted]. At approximately 2:49pm, I am able to finally talk to the service manager/director [redacted] by telephone, and [redacted] told me that I should direct all of my phone calls to the service advisor. I explained to [redacted] what the service advisor said when the service advisor and I were on the phone a few minutes earlier. Then [redacted] and I start to talk about the water pump on my car, and he mentions about the weep hole and the area of the water pump. I asked him a basic question regarding his statement because what he was starting to say was making it obvious to me that he isn’t familiar enough with my coolant system to continue this discussion - there is immediately seconds of dead silence on the phone, and then [redacted] proceeds to tell me “We do not want to work on your car any longer” in a very unprofessional voice. Combine 1) being instructed not to talk to the service advisor, 2) being instructed not to talk with the service director/manager, 3) tampering and/or negligence to my car and 4) the original air conditioning problem still not being fixed, and I just want to get my car out of their service department asap. Therefore, I tell [redacted] that I will come and get my car.However, I sent a text message to the service advisor after this phone call with [redacted], and the service advisor sent a text back to me stating that I needed to wait to pick up my car until tomorrow (9/16/2016) as they are finishing up the work on my car. Therefore, I go to the dealership on 9/16/2016 to get my car back thinking that the water pump has been replaced and that the air conditioning problem has finally been fixed – ONLY TO FIND THAT NEITHER OF THESE HAVE BEEN DONE AND THAT THEY KEPT MY CAR FOR A COMPLETE WEEK AND DID ABSOLUTELY NOTHING!In Summary:1) I paid $1,123.82 for my air conditioning system to be fixed and blow cold air like it’s supposed to. This dealership had three opportunities to fix this problem – when I took my car to them on August 10, when I took my car back on September 8 and when I took my car back on September 12. This dealership had three times to correctly fix my air conditioning problem, and they chose not to fix it correctly. This problem has never been fixed. It is not a warranty problem as the repair was never done correctly in the first place. I want my $1,123.82 returned to me.2) This dealership already admitted that they did damage to my coolant system while my car was in their care as they ordered the water pump and coolant cap and fully intended to install these parts on my car to fix the damage caused to my car as a result of whatever happened to my car while it was in their service department. Just because the service manager/director ([redacted]) gets mad at me for asking a question about my car on the phone, this should not allow this dealership to somehow be relieved of its responsibility for replacing the water pump and coolant cap. Upon receiving my car back on 9/16/2016 without the water pump being replaced, I had to take my car on 9/17/2016 to a different repair facility to have the water pump replaced just to feel safe in driving my car again. I paid $472.78 for the water pump replacement which this dealership should reimburse me for since they were going to be replacing the water pump anyway.3) The service technician’s redesign of my air conditioning system lines and reconfiguring the lines to be separate instead of a single line is causing me difficulties in being able to find another repair facility who will even work on my car now. This dealership should expect to reimburse me for any additional costs if I have to pay to have these air conditioning lines put back to their original design. The service technician at this dealership told me (in front of the service manager/director [redacted]) on 9/12/2016 that the technician did not realize that the first air conditioning part they had ordered (for which I was originally told was an incorrect part) was indeed the correct part but that the service technician later realized he needed to order another air conditioning line to go with it. The service technician making this statement to me thoroughly indicates the service technician did not know how to fix my air conditioning system in the first place. He should have just told me straight up that he did not know how to fix my air conditioning problem of my air conditioning system blowing hot air the first day I took my car to the Frank Kent Dealership. Also, [redacted] wrote in his business response that my air conditioning system is working “as designed” that is not even possible at this point since the service technician completely changed the design of the air conditioning lines in my system.The Frank Kent Dealership should reimburse the total amount of $1,596.60 to me.Also, I have my copies of the documents [redacted] sent to you in .pdf format. Mine do not appear to be the same as those in [redacted]’s business response, and I realize [redacted]’s documents are reprints. However, one of my repair tickets clearly has [redacted]’s own handwriting on it (and his signature) which reads that [redacted] found the water pump was clearly leaking when pressure-tested at 15psi on 9/12/2016. If you need these documents, please let me know, and I will create .pdf files of them and send them along to you. I am not including them here because they contain my personal information (see reference above in the “First Clarification”
Regards,
[redacted]

RE: Revdex.com Complaint Case # [redacted]Consumer: [redacted]Case Date: September 23, 2016To [redacted]Ms. [redacted], pursuant to the above case number; I have researched this complaint and will be responding on behalf of Frank Kent Country.In regards to the diagnosis and repair performed on the...

1999 [redacted] with 214,348 miles on July 21, 2016, the vehicle entered our shop and repair order # [redacted] was opened for a starter not working. Our technician performed diagnosis and it was found that the starter was the issue. Our service advisor arranged for the vehicle to be repaired under GM parts warranty due to the starter being replaced previously by another dealer. As a courtesy to the customer, we provided a loaner vehicle while the repair was performed. Vehicle repair was performed and returned to the customer.On August 10, 2016, the customer returned with an air conditioner that was not working. She spoke with the service advisor and stated that the air conditioner just quit cooling. The service advisor opened a new repair order # [redacted] to dispatch to the technician for diagnosis. The technician performed diagnostics found the refrigerant had leaked out. He determined the liquid line was the source of this major leak (a/c line had a hole rubbed in it from a heater hose). The customer was contacted and the service advisor reviewed the estimate for repair. The repair consisted of replacing the air conditioner line and an oil sending unit that was found to be inoperative and leaking at the same time. As a courtesy to the customer, we provided a loaner vehicle while the repair was performed. Vehicle repair was performed and returned to the customer.On September 8, 2016, the vehicle returned with the air conditioner not cooling like it was after the last repair. The service advisor started a repair order, # [redacted], and distributed to the technician, the technician found the system to be low on refrigerant by roughly eight ounces. The technician continued with his check out and found refrigerant ultraviolet dye showing a small leak at the evaporator fitting at the firewall. The technician did not remove this fitting when the previous repair was performed. We replaced this seal at no charge to the customer due to working in the same area as the previous repair. The service advisor explained this to the customer and that there are more than one component comprising the air conditioner system with refrigerant.Additionally, the oil sending unit replaced previously had an internal malfunction and was replaced under parts warranty. As a courtesy to the customer, we provided a loaner vehicle while the repair was performed. Vehicle repair was performed and returned to customer.On September 12, 2016, the customer brought the vehicle back stating the engine had overheated. After reviewing the concern, the service advisor determined the vehicle did not overheat but the temperature gauge had climbed to the 220 degree range. Typical operating range is 180 to 210 degrees. The customer stated she had to add a quart of coolant to the vehicles expansion tank. After the tank was topped off, the vehicle did not run hotter than normal again. Repair order # [redacted] was opened and taken to the technician for diagnostics. The technician found the coolant to be full, fans operating as designed and coolant flowing. The technician did not duplicate that the vehicle was running hotter than normal. The technician then pressure tested the cooling system; he found the water pump to have a slight leak from the weep hole. The weep hole is designed into most water pumps. This is to show when the water pump shaft seal has started leaking. This seal is internal to the pump itself and is only serviced with the water pump assembly. The customer insisted that we caused the leak. I explained to her the weep hole design to her as well and reiterated that there is no way we could have affected an internal seal. Additionally she pointed out that the two bands that squeeze the air filter duct together where left undone. I did not know why these bands would be left undone or if we could have accidentally popped them loose. I do know that these did not affect the vehicle loosing coolant and the water pump leaking. As a courtesy to the customer, we provided a loaner vehicle while the repair was performed. Vehicle was returned to the customer. No work was performed at this time. Both the air conditioner and the cooling system were working as designed when the vehicle left; I drove the vehicle myself to verify. Please keep in mind the water pump would only leak intermittently; I believe only when the engine was hot. I explained to her that due to vehicle mileage (215521) and continued accusations about the technician and the dealer claiming we damaged her vehicle we could no longer work on this vehicle. After additional research through GM and [redacted], I found the vehicle has been to multiple repair facilities for numerous concerns including air conditioning as recently last month. Take note the customer had taken the vehicle to another GM dealer on August 8, 2016 for a air conditioning or heater concern but I do not have details as to what repair was performed. I have included the vehicle history with this response. Frank Kent Country has been reasonable and responsible to the customer both during her visits and with the concerns on her vehicle. We have provided alternate transportation at no charge each time her vehicle was in the shop, replaced the cooling system cap at no charge due to mileage and plastic deterioration as well as replacing intake seals at her request. Frank Kent Country values our customers and the opportunity to service their vehicles. We do everything we can in situations like this to help provide a resolution, but the customer refused to accept that the water pump seal is an internal component to the water pump and this dealer did not have a role in the coolant leak that developed I was notified today by her credit card company that she has disputed the $1123.82 and they have charged the dealer back for that transaction. We are currently responding to that dispute.Thank you for your time and consideration,[redacted] Service Director Frank Kent Country[redacted] [redacted]
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