[redacted] went online on July 1st and scheduled her appointment with us for an oil and filter changeShe arrived to the dealership on July 2nd and signed the repair order authorizing repairs to her vehicle, On the attached form you can see listed jobs are a point Inspection and oil and filter change, No dispute noted by customer on thereUpon inspecting her vehicle we found the left brake light bulb out, left front lug and stud were damaged, alr filter and cabin air filter needs replacementUpon reviewing [redacted] ***'s history, her visit prior to this one also included a point inspection authorized by her, [redacted] declined replacing the alr and cabin air filters but authorized replacement of the light bulb, lug and studWe moved forward with repairs per her authorization,In regards to the price, we charged for the replacement of the front lug and stud according to our hourly labor rate and book-timeWe applied a $discount to this repair.We would have and still would be happy to review this with [redacted] if she wishes.Please contact me at your earliest convenience at ( [redacted] - office or ###-###-#### – cell
The vehicle came into our service department on 4/25/for an overheating concernAt time of drop off she did not volunteer telling us that she had a Salvaged title because she had no reason toAfter diagnosing the vehicle we found that the engine was making internal noises indicating a failure Typically this would be a covered repair So the Service advisor ordered the engineThe engine was on back order for quite some time and it arrived in JulyShe was provided with a rental vehicle, that we were billing [redacted] for, because of the warranty repairWhen the engine arrived it was dispatched into the shop and we brought the vehicle inUpon a closer inspection we found that the core support underneath had been hit and it pushed into the radiator causing the Cooling fan to failWe believe the engine may have been potentially damaged due to the fan failure causing it to overheatUpon this finding it was brought to the Service Managers attentionThe manager also noticed that the advisor had mistakenly forgotten to submit for the required prior authorization from [redacted] for the claimThis is when we found that the vehicle had a salvaged titleWe submitted for authorization anyhow and [redacted] took a few weeks to decide and they elected to decline any assistance because the warranty is voided with a salvaged titleOn 7/28/Lester, Service Manager called [redacted] to notify her of this unfortunate newsShe obviously was disappointed and asked to speak to meI called her and apologized but I couldn't replace her engine if [redacted] wasn't willing to pay for itLester had also suggested that While her engine has a slight noise she might want to first replace the fan, repair the wiring and see if she can get away without replacing the engine but this would only be a startIf she wanted to do this it would cost her approximately $She never authorized the repairs and we never heard from her again until 9/12/She was left several messages during this time warning her that she would be charged if she didn't return the rentalWhen she refused to return and call back told the rental agency to start charging her [redacted] then went to repo the vehicle but was unable to because it was in a gated garage and they couldn't get in [redacted] then sent her a demand letter and she suddenly started calling upon realizing she got chargedI personally spoke to her again and apologized up and down for the miscommunication with the engine coverage but it didn't change the fact that [redacted] had declined assistance and she would have to pay but first and foremost she would have to return the vehicle immediatelyShe still delayed for days to return the car and I told her that she would continue to pay until she returnedI also spoke to her sister at length who resides in California who understood the situation and tried to Convince her to return the loanerShe asked me if the car was apart and drivable and I told her wasn't sure but I would checkHer sister requested that if it was apart and it wasn't able to be put back together would we tow it to her home and said yesWell we never took her car apart and it was just as drivable as it was when she drove it inWe had to charge the battery and the vehicle started and had it ready for herWhen she at [redacted] later site critew a fill at our facility because we were having her drive the carShe was creating a scene and so the manager Lester agreed to tow it out just to appease her.We do not feel anything is owed to [redacted] ***We didn't sell her the vehicle and had no way of knowing at time of drop off that she had a salvaged title which is rareWe apologized profusely for not recognizing that the vehicle had no warranty due to the salvaged titleShe was provided with a rental vehicle at no cost to her for delays for the engine order, authorization from [redacted] and her own delays for failing to return our calls for a total of weeks, at no Cost to herWeabsorbed almost $in rental expense during this timeHer failure to return our calls and the rental left us with no choice but to bill her.Please feel free to contact me should you have any further questions to this matter
[redacted] went online on July 1st and scheduled her appointment with us for an oil and filter changeShe arrived to the dealership on July 2nd and signed the repair order authorizing repairs to her vehicle, On the attached form you can see listed jobs are a point Inspection and oil and filter change, No dispute noted by customer on thereUpon inspecting her vehicle we found the left brake light bulb out, left front lug and stud were damaged, alr filter and cabin air filter needs replacementUpon reviewing [redacted] ***'s history, her visit prior to this one also included a point inspection authorized by her, [redacted] declined replacing the alr and cabin air filters but authorized replacement of the light bulb, lug and studWe moved forward with repairs per her authorization,In regards to the price, we charged for the replacement of the front lug and stud according to our hourly labor rate and book-timeWe applied a $discount to this repair.We would have and still would be happy to review this with [redacted] if she wishes.Please contact me at your earliest convenience at ( [redacted] - office or ###-###-#### – cell
The vehicle came into our service department on 4/25/for an overheating concernAt time of drop off she did not volunteer telling us that she had a Salvaged title because she had no reason toAfter diagnosing the vehicle we found that the engine was making internal noises indicating a failure Typically this would be a covered repair So the Service advisor ordered the engineThe engine was on back order for quite some time and it arrived in JulyShe was provided with a rental vehicle, that we were billing [redacted] for, because of the warranty repairWhen the engine arrived it was dispatched into the shop and we brought the vehicle inUpon a closer inspection we found that the core support underneath had been hit and it pushed into the radiator causing the Cooling fan to failWe believe the engine may have been potentially damaged due to the fan failure causing it to overheatUpon this finding it was brought to the Service Managers attentionThe manager also noticed that the advisor had mistakenly forgotten to submit for the required prior authorization from [redacted] for the claimThis is when we found that the vehicle had a salvaged titleWe submitted for authorization anyhow and [redacted] took a few weeks to decide and they elected to decline any assistance because the warranty is voided with a salvaged titleOn 7/28/Lester, Service Manager called [redacted] to notify her of this unfortunate newsShe obviously was disappointed and asked to speak to meI called her and apologized but I couldn't replace her engine if [redacted] wasn't willing to pay for itLester had also suggested that While her engine has a slight noise she might want to first replace the fan, repair the wiring and see if she can get away without replacing the engine but this would only be a startIf she wanted to do this it would cost her approximately $She never authorized the repairs and we never heard from her again until 9/12/She was left several messages during this time warning her that she would be charged if she didn't return the rentalWhen she refused to return and call back told the rental agency to start charging her [redacted] then went to repo the vehicle but was unable to because it was in a gated garage and they couldn't get in [redacted] then sent her a demand letter and she suddenly started calling upon realizing she got chargedI personally spoke to her again and apologized up and down for the miscommunication with the engine coverage but it didn't change the fact that [redacted] had declined assistance and she would have to pay but first and foremost she would have to return the vehicle immediatelyShe still delayed for days to return the car and I told her that she would continue to pay until she returnedI also spoke to her sister at length who resides in California who understood the situation and tried to Convince her to return the loanerShe asked me if the car was apart and drivable and I told her wasn't sure but I would checkHer sister requested that if it was apart and it wasn't able to be put back together would we tow it to her home and said yesWell we never took her car apart and it was just as drivable as it was when she drove it inWe had to charge the battery and the vehicle started and had it ready for herWhen she at [redacted] later site critew a fill at our facility because we were having her drive the carShe was creating a scene and so the manager Lester agreed to tow it out just to appease her.We do not feel anything is owed to [redacted] ***We didn't sell her the vehicle and had no way of knowing at time of drop off that she had a salvaged title which is rareWe apologized profusely for not recognizing that the vehicle had no warranty due to the salvaged titleShe was provided with a rental vehicle at no cost to her for delays for the engine order, authorization from [redacted] and her own delays for failing to return our calls for a total of weeks, at no Cost to herWeabsorbed almost $in rental expense during this timeHer failure to return our calls and the rental left us with no choice but to bill her.Please feel free to contact me should you have any further questions to this matter