Graylynn Capital, LLC

September 23, 2015Dear [redacted] ***,This letter is in response to the BB complaint ID [redacted] received by us on 9/22/which was submitted by [redacted] of New Providence PAThe customer called our company, Lewis Auto Truck Repair, Increquesting that we tow her vehicle to our location to be repaired because it would not startWhen we agreed to pick the customer's car up, we let her know that we could not guarantee that her car would be finished before weeks due to the fact that it was just prior to the 4-day Labor Day holiday weekend and we had a full schedule of work already on our books.In order to appropriately identify the issue it is our policy to do a complete diagnosis for every vehicle we work onWe followed our procedure and I performed an extensive diagnosis, not only a computer diagnosis but a mechanical diagnosisAs a matter of fact, I personally worked on this vehicleThe manual mechanical review that was done was to:Upon diagnosing the no start we hooked the vehicle up to the scanner to check for codes, what we found was there was ? code for Evap leak and code for cylinder mis-fireThese particular codes could potentially make the car run poorly butwould not interfere with the vehicle not startingThe next process would be to check for ignition spark, which was presentThen I checked for injector pulse which was presentThen I checked the fuel pressure with a mechanical gauge and found that the fuel pressure was very low (approx5psi)What this told me was that the vehicle did not have enough fuel pressure to make the engine startIn order to gain access to the fuel pump, I removed the rear seat & removed the fuel pump access cover, in order to make sure we had proper voltage and grounds to the fuel pumpSince the voltage and grounds were ok, I was able to successfully diagnose that the fuel pump was faultyIn order to rectify this issue, it is necessary to remove the whole fuel pump module and take the piece to a workbench to disassemble the fuel pump module in order to replace the pump and strainer assemblyAdditionally we noticed that the gasoline was contaminated with waterhand syphoned the water from the bottom of the fuel tankReinstalled fuel pump module, flushed outlines from module to the injectors and I was successfully able to start the engine with 35psi of fuel pressure,Reassembled and test drove the vehicleThe vehicle still has a mis-fire and when I turned the car off and tried to restart, it didn't restartAfter investigation, I found that the fuel was contaminated againIt was September 4, 2015, Friday evening before the Labor Day holiday and it was 6:00pm.I called the customer at this time and told her that the car was running, however the fuel was contaminated again andthat Tuesday morning, I would have to syphon the tank out, clean the tank and put fresh fuel in the vehicleI asked the customer at this time if she had put fuel in the vehicle that was maybe sitting around or did she have someone that would be playing a trick by adding water to her fuel tankI asked this because it was a lot of water in the fuel tankShe responded that she doesn't know how the water could have gotten into the fuel tank.Tuesday morning I did the work that we talked about and put fresh fuel into the vehicleWhen putting the fuel into the tank, I notice that the fuel is actually dripping on the floorThis is how we found the rusted holes in the fuel tank filler neckWe started the vehicle; test drove and re-started the vehicle without issueI called the customer and told her she I could come get her car.When the customer came to pick up her car on Tuesday September 8, I walked her out to her vehicle and explained the issue with the filler neck and that this is how water is getting into her fuelI also let her know that this part needs to he ordered and replaced before vehicle is used heavily and she should not take it out in the rain until this is replacedIn an effort to save her money, I gave her the option of ordering the part online which would be cheaper than if I got the part and explained that we would install or she could have her family member install as wellShe was going to let me knowAt this time she showed me the paper where this vehicle had been checked out previously to her bringing the vehicle to my shopIt had the same codes that we identifiedIt was clear with the condition of the vehicle when it was brought to me that she had been driving it for a while with these problems.She was very upsetShe demanded to part and explained that we would install or she could have her family member install as wellShe was going to let me knowAt this time she showed me the paper where this vehicle had been checked out previously to her bringing the vehicle to my shopIt had the same codes that we identifiedIt was clear with the condition of the vehicle when it was brought to me that she had been driving it for a while with these problems.9/11/@2:30pm my employee, received a phone call from the customer who was very upsetShe demanded totalk to the owner, she was told that the owner wasn't available because he was on a service call and he would be given the message to call her when he had timeThe customer began to swear, threaten legal action and holler at my employeeMy employee attempted to defuse the situation by explaining that there can be other things wrong with the vehicle and it may not be related to the work we had performedThe customer was so out of control after screaming and yelling at my employee she ended up hanging up on my employee.@ 3:01pm the customer called again screaming cursing and holering at my employeeMy employee had to hold the phone away from her ear at arm's length because the customer was screaming so loudlyMy employee could hear every word while the phone was being held at arm's lengthThe customer told my employee that she had been waiting for an hour for the owner to come get her when in reality it had only been a half hour since she called previously and my employee did not tell the customer that I would be going togetherThe customer was told the owner was not back from his service callThe customer screamed at the call taker that she had her baby and $worth of groceries in the car and it was hot outsideMy employee said "Ma'am I suggest you call someone to give you a ride home" this is when she demanded that we tow her vehicle for free.As soon as I returned to the office, I called the customerThe customer was at home and I explained that there are a lot of other things that could make her car not startThat it may not be the work that we did but, I assured her that all of our work is guaranteedIf it was the fuel pump or anything we fixed it would be warrantied and there would be no charge additionally if this was the case the towing would be complimentaryHowever, if this was a different issue then there would be a charge for the towing and any additional work to repair the vehicleI asked her where the keys were and she stated they were with her at homeShe said she would drop them off that day, and we waited until 6:30pm for her to drop off the keysShe did notThe next day was Saturday and we are closed, however I went to check to see if she dropped off the keys so I could tow her vehicle as she requestedAgain, she did not drop the keys offOn Saturday morning called the customer she informed me that she went back and the car started and she took it to another garage.I reiterated that the fuel pump would be covered if this is the problem however the work would have to be done at our garageI additionally informed the customer that once this issue was resolved and considering the way she treated myemployee that it was best we part waysThen the conversation ended.In summary, this particular vehicle was a [redacted] with over 180,miles that came to my shop with an issue that was professionally identified and resolvedThe customer was charged appropriately for towing labor and parts to fix this vehicleThe work was done with integrity and professionalismShe was never charged for the scan tool hook up which is a $fee, we saved the customer $by manually fixing the fuel pump and not replacing the complete module assembly and I only charged the customer hours of labor (at $per hour) when we spent well over hours on the jobThe total discount that we already gave the customer is valued at $455.00.In specific response to the customer's letter there are some inconsistencies, I never reported to the customer that therewere gaping holes in the fuel neck, only that there were holes and the fuel neck was leakingHowever, in my professional experience, there cannot be any holes in the fuel neck allowing water intrusion into the fuel system never mentioned a sensor because there was no sensor issue identified while diagnosing the no start issueThis is an example of exactly what we told her that something else could be wrong with the vehicle that had nothing to do with the repair we didSince never received a call back that the issue identified at the other garage was a fuel pump problem would assume that the issue the 2nd time was not fuel pump related.Lewis Auto Truck has been in business for years and I have been a master mechanic for over yearsoperate my business with integrity and professionalism and I am well respected in the communityWe strive to serve every customer so that they have a positive experienceWe keep customers updated as to the progress of their vehicles and we never make promises we cannot keepWe serve in a consultative capacity with other garages to assist in identifying difficult auto and truck repairs that are neededThroughout our tenure in the community we have never had a complaint filed with the Revdex.com and are asking that the complete circumstances be taken into Consideration before negatively affecting our reputationJust to reiterate, we handled this customer with integrity and professionalism and even gave her a significant discountShe was combative and abusive to myself and my employee.Respectfully submitted,Gregory L

October 12, 2015Dear [redacted] ***,We received a response to this claim on 10/5/stating that the claimant did not respond to our original response to this filing and that the complaint would be considered answered and closedThen on 10/8/received another notification that the claimant respondedI am disappointed that this answer is even being considered as it was submitted lateWe complied with the time limitation and provided clear, concise details surrounding the circumstances of our interaction with the claimant.In response to the late rebuttal from the claimant I would like to refer you to our original communication where we outline the work we did on her car and the fact that we already discounted this job in order to assist this customerWe also outlined that our work was under warranty and that we stand by our workIf there was a problem with the work we did, it would have been corrected without charge to the claimant.We performed the repairs to the claimant's vehicle in a professional manner and resolved the claimant's fuel pump issuesWe will not be contacting this claimant nor will we be refunding any monies, again to re-iterate, she was given a substantial discount already.Since we were notified that this claim was officially closed, I respectfully submit that this will be our last response to this claim.Sincerely,Gregory L.President

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Oct 6, 2015 at 10:37 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded...

message ----------From: [redacted] <[redacted].com>Date: Mon, Oct 5, 2015 at 6:53 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected]'m not satisfied with the outcome. I've been working everyday and have called you but missed your call back. I still am unhappy with Lewis Truck and Auto Repair Inc. Quarryville PA. The business has done nothing to contact me to refund me the money for their shabby work. They said it was a fuel issue when it was unnecessary work done (new fuel pump) and it just needed a sensor and the computer cleared of codes.I need to know how to file a rebuttal.

October 12, 2015Dear [redacted],We received a response to this claim on 10/5/15 stating that the claimant did not respond to our original response to this filing and that the complaint would be considered answered and closed. Then on 10/8/2015 received another notification that the claimant responded. I am disappointed that this answer is even being considered as it was submitted late. We complied with the time limitation and provided clear, concise details surrounding the circumstances of our interaction with the claimant.In response to the late rebuttal from the claimant I would like to refer you to our original communication where we outline the work we did on her car and the fact that we already discounted this job in order to assist this customer. We also outlined that our work was under warranty and that we stand by our work. If there was a problem with the work we did, it would have been corrected without charge to the claimant.We performed the repairs to the claimant's vehicle in a professional manner and resolved the claimant's fuel pump issues. We will not be contacting this claimant nor will we be refunding any monies, again to re-iterate, she was given a substantial discount already.Since we were notified that this claim was officially closed, I respectfully submit that this will be our last response to this claim.Sincerely,Gregory L.President

September 23, 2015Dear [redacted],This letter is in response to the BB complaint ID [redacted] received by us on 9/22/2 015 which was submitted by [redacted] of New Providence PA. The customer called our company, Lewis Auto Truck Repair, Inc. requesting that we tow her vehicle to our location to be repaired because it would not start. When we agreed to pick the customer's car up, we let her know that we could not guarantee that her car would be finished before 2 weeks due to the fact that it was just prior to the 4-day Labor Day holiday weekend and we had a full schedule of work already on our books.In order to appropriately identify the issue it is our policy to do a complete diagnosis for every vehicle we work on. We followed our procedure and I performed an extensive diagnosis, not only a computer diagnosis but a mechanical diagnosis. As a matter of fact, I personally worked on this vehicle. The manual mechanical review that was done was to:Upon diagnosing the no start we hooked the vehicle up to the scanner to check for codes, what we found was there was ? code for Evap leak and code for cylinder mis-fire. These 2 particular codes could potentially make the car run poorly butwould not interfere with the vehicle not starting. The next process would be to check for ignition spark, which was present. Then I checked for injector pulse which was present. Then I checked the fuel pressure with a mechanical gauge and found that the fuel pressure was very low (approx. 5psi). What this told me was that the vehicle did not have enough fuel pressure to make the engine start. In order to gain access to the fuel pump, I removed the rear seat & removed the fuel pump access cover, in order to make sure we had proper voltage and grounds to the fuel pump. Since the voltage and grounds were ok, I was able to successfully diagnose that the fuel pump was faulty. In order to rectify this issue, it is necessary to remove the whole fuel pump module and take the piece to a workbench to disassemble the fuel pump module in order to replace the pump and strainer assembly. Additionally we noticed that the gasoline was contaminated with water. hand syphoned the water from the bottom of the fuel tank. Reinstalled fuel pump module, flushed outlines from module to the injectors and I was successfully able to start the engine with 35psi of fuel pressure,Reassembled and test drove the vehicle. The vehicle still has a mis-fire and when I turned the car off and tried to restart, it didn't restart. After investigation, I found that the fuel was contaminated again. It was September 4, 2015, Friday evening before the Labor Day holiday and it was 6:00pm.I called the customer at this time and told her that the car was running, however the fuel was contaminated again andthat Tuesday morning, I would have to syphon the tank out, clean the tank and put fresh fuel in the vehicle. I asked the customer at this time if she had put fuel in the vehicle that was maybe sitting around or did she have someone that would be playing a trick by adding water to her fuel tank. I asked this because it was a lot of water in the fuel tank. She responded that she doesn't know how the water could have gotten into the fuel tank.Tuesday morning I did the work that we talked about and put fresh fuel into the vehicle. When putting the fuel into the tank, I notice that the fuel is actually dripping on the floor. This is how we found the rusted holes in the fuel tank filler neck. We started the vehicle; test drove and re-started the vehicle without issue. I called the customer and told her she I could come get her car.When the customer came to pick up her car on Tuesday September 8, 2015 I walked her out to her vehicle and explained the issue with the filler neck and that this is how water is getting into her fuel. I also let her know that this part needs to he ordered and replaced before vehicle is used heavily and she should not take it out in the rain until this is replaced. In an effort to save her money, I gave her the option of ordering the part online which would be cheaper than . if I got the part and explained that we would install or she could have her family member install as well. She was going to let me know. At this time she showed me the paper where this vehicle had been checked out previously to her bringing the vehicle to my shop. It had the same codes that we identified. It was clear with the condition of the vehicle when it was brought to me that she had been driving it for a while with these problems.She was very upset. She demanded to part and explained that we would install or she could have her family member install as well. She was going to let me know. At this time she showed me the paper where this vehicle had been checked out previously to her bringing the vehicle to my shop. It had the same codes that we identified. It was clear with the condition of the vehicle when it was brought to me that she had been driving it for a while with these problems.9/11/2015 @2:30pm my employee, received a phone call from the customer who was very upset. She demanded totalk to the owner, she was told that the owner wasn't available because he was on a service call and he would be given the message to call her when he had time. The customer began to swear, threaten legal action and holler at my employee. My employee attempted to defuse the situation by explaining that there can be other things wrong with the vehicle and it may not be related to the work we had performed. The customer was so out of control after screaming and yelling at my employee she ended up hanging up on my employee.@ 3:01pm the customer called again screaming cursing and holering at my employee. My employee had to hold the phone away from her ear at arm's length because the customer was screaming so loudly. My employee could hear every word while the phone was being held at arm's length. The customer told my employee that she had been waiting for an hour for the owner to come get her when in reality it had only been a half hour since she called previously and my employee did not tell the customer that I would be going together. The customer was told the owner was not back from his service call. The customer screamed at the call taker that she had her baby and $80.00 worth of groceries in the car and it was hot outside. My employee said "Ma'am I suggest you call someone to give you a ride home" this is when she demanded that we tow her vehicle for free.As soon as I returned to the office, I called the customer. The customer was at home and I explained that there are a lot of other things that could make her car not start. That it may not be the work that we did but, I assured her that all of our work is guaranteed. If it was the fuel pump or anything we fixed it would be warrantied and there would be no charge additionally if this was the case the towing would be complimentary. However, if this was a different issue then there would be a charge for the towing and any additional work to repair the vehicle. I asked her where the keys were and she stated they were with her at home. She said she would drop them off that day, and we waited until 6:30pm for her to drop off the keys. She did not. The next day was Saturday and we are closed, however I went to check to see if she dropped off the keys so I could tow her vehicle as she requested. Again, she did not drop the keys off. On Saturday morning called the customer she informed me that she went back and the car started and she took it to another garage.I reiterated that the fuel pump would be covered if this is the problem however the work would have to be done at our garage. I additionally informed the customer that once this issue was resolved and considering the way she treated myemployee that it was best we part ways. Then the conversation ended.In summary, this particular vehicle was a 2002 [redacted] with over 180,000 miles that came to my shop with an issue that was professionally identified and resolved. The customer was charged appropriately for towing labor and parts to fix this vehicle. The work was done with integrity and professionalism. She was never charged for the scan tool hook up which is a $25.00 fee, we saved the customer $300.00 by manually fixing the fuel pump and not replacing the complete module assembly and I only charged the customer 3.5 hours of labor (at $65.00 per hour) when we spent well over 5 hours on the job. The total discount that we already gave the customer is valued at $455.00.In specific response to the customer's letter there are some inconsistencies, I never reported to the customer that there. were gaping holes in the fuel neck, only that there were holes and the fuel neck was leaking. However, in my professional experience, there cannot be any holes in the fuel neck allowing water intrusion into the fuel system never mentioned a sensor because there was no sensor issue identified while diagnosing the no start issue. This is an example of exactly what we told her that something else could be wrong with the vehicle that had nothing to do with the repair we did. Since never received a call back that the issue identified at the other garage was a fuel pump problem would assume that the issue the 2nd time was not fuel pump related.Lewis Auto Truck has been in business for 29 years and I have been a master mechanic for over 33 years. operate my business with integrity and professionalism and I am well respected in the community. We strive to serve every customer so that they have a positive experience. We keep customers updated as to the progress of their vehicles and we never make promises we cannot keep. We serve in a consultative capacity with other garages to assist in identifying difficult auto and truck repairs that are needed. Throughout our tenure in the community we have never had a complaint filed with the Revdex.com and are asking that the complete circumstances be taken into . Consideration before negatively affecting our reputation. Just to reiterate, we handled this customer with integrity and professionalism and even gave her a significant discount. She was combative and abusive to myself and my employee.Respectfully submitted,Gregory L.