Greatwood Auto Repair

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

The refund check is written and awaiting pick up

After responding and stating the facts, I have tried to contact directly *** *** on both numbers provided. He has yet to return my call. He can come in & collect his check, as we are going to refund the agreed amount of $*** out of good faith, as we have still not received credit for the part in question. He can come by anytime to collect the check so we can reconcile this disputeI hope he finds this satifactory
Sincerely,
*** ***

I am responding to the complaint files by [redacted].  [redacted] brought his truck in for service as he stated, and asked for a price to replace the air bag module, which is a part that is ordered and recoreded to the VIN of that vehicle.  I gave him a discounted price, as the part...

had to come from [redacted]..  As a speical ordered part, a deposit or payment is required, as they are normally not a returnable item.  He stated what part he wanted changed, we did not diagnose any problem with the truck.  After we received the air bag, he came in and we installed the part just as he asked me to.  After installing the air bag module, the horn still did not work.  At this point he authorized us to diagnose what in fact the problem was with the horn.  Once we identified the problem, it was not the air bag, but the contact coil which was part of the switch assy.  I had the technician remove the air bag module that was installed, and install teh correct part.  Normal business operation is, if a customer asks us to install a certain part that was diagnosed elsewhere, there is no refund at that point.  Since [redacted] had to pay for the correct part & the labor, I stated to him I would try and get the parts manager at [redacted] to help us out, even though it had been recorded to his vin.  To unrecord the part and ship it back, he stated there would be a 30% restock charge, which I relayed to [redacted].  To perform all of this takes time, especially when you are dealing with [redacted] of North America.  As soon as we get the paperwork, [redacted] will be given his refund.  Arefund that no other shop in the country would even offer.
 
Sincerely,
 
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I don't agree with the facts as [redacted] presents them.  I brought the truck in for maitenance and told them what the dealership had diagnosed as the problem.  I was attempting to be helpful by providing this information.  I did not instruct them not to do a diagnosis.  Furthermore, I was never informed by [redacted] that this part would not be refundable if it was not the cause of the problem and I had no basis for believing that it was not the problem.  I was also not informed that this part would potentially not be subject to refund and that it was a part specific to the VIN number on my vehicle.
None of this information was conveyed to me so that it could be part of my decision-making process.  I also never was given any indication that I may not get a refund or that it would take what is approximately 6 weeks to process the refund.
 
Regards,