Godshall's Auto Service, Inc.

The First Part is the letter I submitted to [redacted]
--------------------------------------------------------------------------------...⇄ /> size="2">                                                                                                August
22, 2014
Case# [redacted] & [redacted]
Merchant # [redacted] 
To whom it may concern,
On June 26, 2014 a 2006 [redacted] explorer was towed in to the
shop for a broken spark plug in #4cylinder. Customer stated that he or someone
were replacing the spark plugs and one broke in the passenger side rear of
engine. They purchased a tool from [redacted]
that made for removing broken spark plugs on [redacted] engines and that they where
unable to remove the broken plug.
Technician 2 looked at the vehicle and made attempts to
extract the broken spark plug un successfully he called [redacted] and explained
the situation and that the cylinder head may have to come off that this was the
first time he was unsuccessful using the tool. He tried again the tip of the
plug did go into the cylinder. He notified [redacted] and he gave him an
estimate of the charges over the phone. [redacted] agreed to continue and fix
the vehicle.  
At this point we where very busy in the shop and the
technician doing this job would have to finish up a few jobs before starting a
big job like this. It was a couple of days until we could begin the job of
removing the cylinder head.
Once the cylinder head was off the vehicle and inspected the
tech noticed that a valve was bent due to the spark plug failure. The cylinder
head was sent out to a machine shop where a machinist inspected and replace the
damaged valve this took about 3 days. We also recommended to [redacted] that we
replace the timing chain tensioners while we had it apart. [redacted] did stop
in during the disassemble process for an update.
After reassembling and completing the vehicle we road tested
the vehicle a couple of times to recheck fluids and recheck what we have done.
On July 16, 2014 [redacted] did pick up his vehicle. We then received
a call that that the vehicle was over heating. 
We immediately sent our tow truck to pick it up. And as soon as it
arrived at our shop the technician that did the job was looking at it. He found
a hose clamp on the thermostat housing was not seated properly and leaked. We
made the correction and refilled the coolant with [redacted] gold coolant(part# [redacted]).
He then cleaned the area and took for a road test. [redacted] was there and
even saw the [redacted] Antifreeze delivered.
[redacted] returned (I am not sure what day it was) with
concerns that we may have damaged his [redacted] emblem in the steering wheel. I did
disagree with him that we could not have done that. I have seen several [redacted]
emblems delaminate. I offered to show him three other fords on our lot with the
same condition. He was not interested in looking and only saying,”that was not
like that when I brought the vehicle here”. I did tell him that I would look
into it and he should stop by the next day. I called the Dealers to see if the
emblem was replaceable, it was not, you have to replace the air bag assy. Cost
Approx $650.00. I also spoke with the service manager of [redacted] and he said
that it is common. If I felt anyone at Godshall’s auto service was responsible
for damage to a vehicle I would make the necassary corrections No questions!
However with this emblem concern I feel very strong to say
that no employee at Godshall’s auto service damaged his Emblem.
I am very sorry that his emails went unanswered. When I
received this from [redacted] I called and they faxed me the information
that they received in it was 2 or 3 e-mails addressed to [email protected] which is
an email account that was setup but not being used. This was for a future
website update. I don’t know even how he even got this. We use [email protected] and this is
what is on our website.
We only use new oil filters and they are [redacted] brand
which is a reputable brand name Part.
The Radiator was filled with the correct [redacted] Coolant. In
his letter I am sure that [redacted]’s used the same coolant.
We are a small local repair shop and we do not have the
luxury of having loaner cars and rental cars, this would only add to the
expense of his repair.
Our invoice does not show our hourly rate of $85.00 per hour
and it does not indicate the actual amount of time the technicians worked on
it. Our quoted price comes from standard labor times from [redacted] plus parts.
We quoted [redacted] the job at I believe $2300.00 Plus sales tax. During the
job the extra expense of the machine shop service and valve was not in the
original estimate. But we did quote him a price and we stuck to it 
Godshall’s auto service has been in business for a little
over 5 years. We have grown to be one of the most respected auto repair faculties
in the area. We achieved this by good quality work at fair prices and we have a
great reputation. We are Revdex.com accredited, awarded TOP SHOP
award with [redacted] approved auto repair. We also have great reviews on [redacted]..
We employ ASE certified Technicians and training is always
an important part of what we do.
I am an ASE certified Master Technician, a former [redacted] Certified
Senior Master Technician, and former member of [redacted] Motor Company Technician
Advisory counsel and our Technicians are ASE certified.
In closing I feel we performed our services properly and
charged a fair price. It was unfortunate that the hose was not seated properly
and I will take responsibility for that. But we corrected that quickly and
Apologized for that. I do not feel we are responsible for the emblem on the
steering wheel…
We lost [redacted] trust and confidence and there is nothing
we could say or due to get that back and for that I am sorry. However I feel he
is not entitled to a refund.
 Steven G[redacted]
--------------------------------------------------------------------------------...⇄ /> this was my response to [redacted]
on 9/15 I received a copy of a 2nd submission  to [redacted] I called them and explained my side
I also Called the [redacted] branch Of the Revdex.com to see if they had a mediator or someone that could assist me In resolving this complaint. They said," they can only help if a complaint was filed"- I was trying to be proactive.
I then Called [redacted] to see if they have any way in assisting me in resolving this .
At This Point I believe the customer does not or will not listen to any thing I have to say.....
WE did fail to install that spark plug, but we did use a new one. And if he would have said I would like you to install that one We would of. AS far as the anti freeze we used was [redacted] anti freeze. the exact same part number that [redacted]'s replaced with I do have a copy of the [redacted]'s receipt.
 THERE IS NO INDICATION THAT THE VEHICLE WAS NOT RUNNING PROPERLY  on [redacted]s repair invoice. It says JOB#5 Concern: Customer request; replace one spark plug customer supplied see chuck
We do not use USED  OIL FILTERS, it may have dirty finger prints on it, But there is no way it was used...
I try very hard to please all our customers and yes sometimes that includes refunds. If me or one of our employees mess up we will correct it.  I would have refunded the $211.74 he paid to [redacted] if he asked me to (If that would make him happy) he did not. 
I feel Very strong that we did not do anything dishonest, deceptive, and we DO NOT LOOK TO GET OVER ON THE CUSTOMERS!
Yes myself and 2 other employees are former [redacted]'s Employees with No hard feelings with [redacted]'s. We have a good relationship with them.  However Myself with 20 years of experience working at the dealer. I Like interacting with customers and felt I could Have a successful auto repair business and treat customers better then the dealer flat rate systems where technicians get paid on what the sell more then repair. All our employees work on a hourly pay not for what the sell.
 I am glad the Revdex.com is involved at this point I would like some Help to resolve this and move on.
Steven G[redacted]
Godshall's auto Service
[redacted]
09/23/2014

Review: 9/22/14

[redacted] PO Box [redacted] TX [redacted] ([redacted]

Account Ending In: 76008

Disputes: [redacted] and [redacted]

To Whom It May Concern,

My vehicle was serviced in an untimely and unprofessional manner as promised by Mr. GodShall ‘s auto shop and for that I should be entitled to a refund of the remaining $2,413.62. Please see the following concerns. Godshall Auto is a very small Mom and Pop operation. I only tried their service because the tow guy from Godshall Auto highly recommended it.

• When I spoke to a Tech from Godshall I was told my vehicle would be complete within 3-4 days. Instead of the 3weeks till completion.

• On the day of vehicle delivery, in connection to the repair my truck broke down and was towed back to Godshall. At this time I was inside the service area and was able to observe one of the techs filling my vehicle with H2o instead of Anti-Freeze. Godshall may have ordered Anti-Freeze but what I observed was clearly not anti-freeze poured from an old and dirty white bottle. This may be economical to Godshall but not for me since during the winter moths I would run into costly engine problems. I’m certain that Godshall was banking on my return later for further repairs. (See the attached Invoice from the [redacted] Corrective Repair). This matter caused me to spend more money!

• My vehicle was not running properly after the repair due to improper spark plug Installation. (See the attached Invoice from the [redacted] Corrective Repair). Godshall was made aware of the 7 Spark plugs that were installed yet they installed an autolite plug which is not recommended by the Vehicle Manufature. Godshall Auto Mechanics are all former [redacted] mechanics and should all know this yet they disregarded protocol hence causing me to spend more money!

• Since my vehicle was compromised, I also had the Oil and Filter changed since I lacking confidence in Godshall Auto. Please note that the oil and filter change was also part of the job but due to the circumstance I had to pay [redacted]’s Auto for this corrective repair as well since the discovery of an Old, Used Oil filter installed by Godsahll! (See the attached Invoice from the [redacted] Correcive Repair and Photo of Oil filter. Notice the dates of Invoice from Godshall and [redacted] as comparison. NO filter should be in such condition if it were new!)

• As for the [redacted] Steering Emblem, it was damaged while in Godshalls care which is the Icing on the cake. Godshall is aware that my vehicle is in mint condition inside out and it is maintained at [redacted]’s Auto Dealership. This is my first and last of going to any small repair shop looking to get over on consumers!

A Ripped Off Consumer...Desired Settlement: Full Refund

Business

Response:

The First Part is the letter I submitted to [redacted]----------------------------------------------------------------------...⇄ August

22, 2014

Case# [redacted] & [redacted]

Merchant # [redacted]

To whom it may concern,

On June 26, 2014 a 2006 [redacted] explorer was towed in to the

shop for a broken spark plug in #4cylinder. Customer stated that he or someone

were replacing the spark plugs and one broke in the passenger side rear of

engine. They purchased a tool from [redacted]

that made for removing broken spark plugs on [redacted] engines and that they where

unable to remove the broken plug.

Technician 2 looked at the vehicle and made attempts to

extract the broken spark plug un successfully he called [redacted] and explained

the situation and that the cylinder head may have to come off that this was the

first time he was unsuccessful using the tool. He tried again the tip of the

plug did go into the cylinder. He notified [redacted] and he gave him an

estimate of the charges over the phone. [redacted] agreed to continue and fix

the vehicle.

At this point we where very busy in the shop and the

technician doing this job would have to finish up a few jobs before starting a

big job like this. It was a couple of days until we could begin the job of

removing the cylinder head.

Once the cylinder head was off the vehicle and inspected the

tech noticed that a valve was bent due to the spark plug failure. The cylinder

head was sent out to a machine shop where a machinist inspected and replace the

damaged valve this took about 3 days. We also recommended to [redacted] that we

replace the timing chain tensioners while we had it apart. [redacted] did stop

in during the disassemble process for an update.

After reassembling and completing the vehicle we road tested

the vehicle a couple of times to recheck fluids and recheck what we have done.

On July 16, 2014 [redacted] did pick up his vehicle. We then received

a call that that the vehicle was over heating.

We immediately sent our tow truck to pick it up. And as soon as it

arrived at our shop the technician that did the job was looking at it. He found

a hose clamp on the thermostat housing was not seated properly and leaked. We

made the correction and refilled the coolant with [redacted] gold coolant(part# [redacted]).

He then cleaned the area and took for a road test. [redacted] was there and

even saw the [redacted] Antifreeze delivered.

[redacted] returned (I am not sure what day it was) with

concerns that we may have damaged his [redacted] emblem in the steering wheel. I did

disagree with him that we could not have done that. I have seen several [redacted]

emblems delaminate. I offered to show him three other fords on our lot with the

same condition. He was not interested in looking and only saying,”that was not

like that when I brought the vehicle here”. I did tell him that I would look

into it and he should stop by the next day. I called the Dealers to see if the

emblem was replaceable, it was not, you have to replace the air bag assy. Cost

Approx $650.00. I also spoke with the service manager of [redacted] and he said

that it is common. If I felt anyone at Godshall’s auto service was responsible

for damage to a vehicle I would make the necassary corrections No questions!

However with this emblem concern I feel very strong to say

that no employee at Godshall’s auto service damaged his Emblem.

I am very sorry that his emails went unanswered. When I

received this from [redacted] I called and they faxed me the information

that they received in it was 2 or 3 e-mails addressed to [email protected] which is

an email account that was setup but not being used. This was for a future

website update. I don’t know even how he even got this. We use [email protected] and this is

what is on our website.

We only use new oil filters and they are [redacted] brand

which is a reputable brand name Part.

The Radiator was filled with the correct [redacted] Coolant. In

his letter I am sure that [redacted]’s used the same coolant.

We are a small local repair shop and we do not have the

luxury of having loaner cars and rental cars, this would only add to the

expense of his repair.

Our invoice does not show our hourly rate of $85.00 per hour

and it does not indicate the actual amount of time the technicians worked on

it. Our quoted price comes from standard labor times from [redacted] plus parts.

We quoted [redacted] the job at I believe $2300.00 Plus sales tax. During the

job the extra expense of the machine shop service and valve was not in the

original estimate. But we did quote him a price and we stuck to it

Godshall’s auto service has been in business for a little

over 5 years. We have grown to be one of the most respected auto repair faculties

in the area. We achieved this by good quality work at fair prices and we have a

great reputation. We are Revdex.com accredited, awarded TOP SHOP

award with [redacted] approved auto repair. We also have great reviews on [redacted]..

We employ ASE certified Technicians and training is always

an important part of what we do.

I am an ASE certified Master Technician, a former [redacted] Certified

Senior Master Technician, and former member of [redacted] Motor Company Technician

Advisory counsel and our Technicians are ASE certified.

In closing I feel we performed our services properly and

charged a fair price. It was unfortunate that the hose was not seated properly

and I will take responsibility for that. But we corrected that quickly and

Apologized for that. I do not feel we are responsible for the emblem on the

steering wheel…

We lost [redacted] trust and confidence and there is nothing

we could say or due to get that back and for that I am sorry. However I feel he

is not entitled to a refund.

Steven G[redacted]---------------------------------------------------------------------...⇄ was my response to [redacted]on 9/15 I received a copy of a 2nd submission to [redacted] I called them and explained my sideI also Called the [redacted] branch Of the Revdex.com to see if they had a mediator or someone that could assist me In resolving this complaint. They said," they can only help if a complaint was filed"- I was trying to be proactive.I then Called [redacted] to see if they have any way in assisting me in resolving this .At This Point I believe the customer does not or will not listen to any thing I have to say.....WE did fail to install that spark plug, but we did use a new one. And if he would have said I would like you to install that one We would of. AS far as the anti freeze we used was [redacted] anti freeze. the exact same part number that [redacted]'s replaced with I do have a copy of the [redacted]'s receipt. THERE IS NO INDICATION THAT THE VEHICLE WAS NOT RUNNING PROPERLY on [redacted]s repair invoice. It says JOB#5 Concern: Customer request; replace one spark plug customer supplied see chuckWe do not use USED OIL FILTERS, it may have dirty finger prints on it, But there is no way it was used...I try very hard to please all our customers and yes sometimes that includes refunds. If me or one of our employees mess up we will correct it. I would have refunded the $211.74 he paid to [redacted] if he asked me to (If that would make him happy) he did not. I feel Very strong that we did not do anything dishonest, deceptive, and we DO NOT LOOK TO GET OVER ON THE CUSTOMERS!Yes myself and 2 other employees are former [redacted]'s Employees with No hard feelings with [redacted]'s. We have a good relationship with them. However Myself with 20 years of experience working at the dealer. I Like interacting with customers and felt I could Have a successful auto repair business and treat customers better then the dealer flat rate systems where technicians get paid on what the sell more then repair. All our employees work on a hourly pay not for what the sell. I am glad the Revdex.com is involved at this point I would like some Help to resolve this and move on.Steven G[redacted]Godshall's auto Service[redacted]09/23/2014