G.S. Jones

I received the complaint brought by Mr*** todayHis version of the events is accurate only by timeHe seems to not want to allow the fact to interfere with his narrative.I will provide some fact below for consideration.• On January 5th Mr*** brought his car in for an evaluation and repair
of an emissions failureAt the time of drop off he was quoted up to $for testing and adjustmentsWe did not offer any estimate of repair as that would be impossible since we had not yet evaluated the vehicle.• One of Our ASE Certified Master Technicians inspected his vehicle, a Mitsubishi with 218,miles that he just recently purchasedOur inspection of the emissions control system found an inoperative Exhaust Gas Recirculation (EGR) systemThe EGR was not working because it was completely restricted by carbon. • At 5:PM on January 5th, our Service Advisor, ***, called Mr*** with our findings with the EGR system and explain to him we needed to clean this system in addition to the minor repairs and adjustments that were already done within the initial $cost af evaluation Mr*** agreed to at the time of drop off.• Aside from the EGR and emission information, *** provided Mr*** with a list of other repairs and deficiencies that were found on the vehicle he recently acquiredSee the attached inspection and invoices.• Mr*** was advised of the cost to clean the EGR system inclusive of the initial $for a total of $During his conversation about the cost and the suggest repairs he was informed that this was not a guarantee to pass emissions and was only the first step in that processMr*** responded by saying "oh, so that's no guarantee either that that's going to get me through emission" and, ***, once again confirmed your statement...this is not a guarantee to pass emissions, this is the first step in the process.• On January 6th Mr*** picked his car up and took it to emissions and it failed• On January 81h the vehicle was returned to us for a recheckWe made additional adjustments and installed an air filter and use some top engine cleaner to clean the cylindersAt this time our equipment indicated the vehicle should passIt was returned to him and it failed emission again. • On January 13th at approximately 4:00PM I left a telephone message with Mr*** offering to re inspect his vehicle and see what we could do to make the car pass emissions. • At 5:PM Mr*** returned my call and did not want to discuss the situationInstead he said he would provide me with information by email and then we could discuss it the following day.• During the evening of January 13th it was brought to my attention that Mr*** and his wife had written a negative review on ***This is the review copied from ***.com They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state *** ***"• On January 14th I received an email from Mr*** that he said was also send via certified mailIn the email my *** made several attempt to discredit and insult Virginia Auto Service and our employeesHe also requested a refund and asserted that I would also be paying someone else to fix his car.• On January 14th at 3:Pm I receive a ca ll from Mr*** asking me to issue a credit to his *** cardI told him that he could expect a response in writing, from me, after I received the original copy of the certified mail.• Subsequent to the evening of January 14th Mr*** has sent additional emails and filled out multiple surveys and wrote bad reviews of Virginia Auto Service on multiple websites including the Revdex.com site.• On January 16th I sent Mr*** an emailThe content of that email is attached for your reviewIn addition to the facts above; On January 16th at 1:PM I spoke with the emission waiver technicians that interacted with Mr***They confirmed my suspicion that Mr*** is lying and absolutely deny making the remarks that he quoted them as saying in his letter and subsequent complaint to the Revdex.comAdditionally, by visiting ***, a public website, I learned this vehicle has a history of emission failureBefore being presented to us, the car has failed emissions testing in Arizona times since 3/with of those failures being in the prior monthsMr*** made a poor purchase decision when he acquired this vehicleHe bought a lemon! Above are the factsAgain, he was told the repairs we were offering were not a guarantee to pass emissions and this was only the first stepHe confirmed that as stated above in his own wordsMr*** lost all favor with me at the point he and his wife decided to go online and make threats to file a complaint with the *** *** and write multiple negative comments about Virginia AutoSince Mr*** has threatened to file a complaint with the *** ***, I will not be having any future communication with himFrom this point on my attorney will be handling this complaintThat information is below.*** ***
*** ** *** **
*** ** ***Please see attached documentation sent to *** in response to a charge back initiated by Mr***This document should sufficiently represent my position on this matter. Regards,*** ***

I received the response to my reply to the complaint brought by Mr. [redacted] today. I suspect Mr. [redacted] will not be happy with this response either. Please escalate to whatever channel you feel is necessary to close the matter with the Revdex.com.Mr. [redacted] seems to still not want to allow the facts to get in the way. I will briefly recap.• An estimate was given for the suggested repair process. Mr. [redacted] agreed and acknowledged that the repairs were not a guarantee to pass emissions. Remember, this is recorded. • We made the repairs suggested and it failed the test.• On Friday January 9, 2015 we made additional repairs and adjustments. The car failed again. • The second failure was brought to our attention on Monday January 12, 2015. Mr. [redacted] never escalated the issue the Service Manage as he claims. It was brought to my attention Monday the 12th.• On January 13th at 4:00 I left Mr. [redacted] a message offering to re inspect adjust and/or do what we need to get the car through emissions (doing the right thing) (another recorded call)• On January 13th at approximately 5:28 PM, Mr. [redacted] returned my call, but he did not want to discuss his concerns or bring the car in. He wanted to “prepare a package” and deliver it to me the next day.• On January 13th I received notice of a negative review posted on [redacted] by Mr. [redacted] wife. This is the review… “They are complete scammers lier's and cheats they have NO Idea what they are doing filing a consumer complaint with the state [redacted]"• On January 14th I received his “package”. The content of that package is filled with lies and disparaging statements.  • Mr. [redacted] called me to on January 14th to see if I had received his “package” I acknowledged receipt by email, and told him I would respond in writing. However since it was sent by certified mail as well; I felt I should wait until I received the “hard” copy in the mail. It was clear to me by his actions that he was not interested in an amicable solution. He followed up with multiple emails along with additional negative online reviews and surveys. I will not help any customer who acts like he does by lying, writing negative remarks on line and threating legal or other actions. I wish we would have made the car pass emissions on the first attempt. I would have continued repairs and adjustments on Mr. [redacted]’s vehicle, likely for free had he been willing to bring the car in. Instead he took to [redacted], and prepared his package of lies and threats followed by additional emails and disparaging statements. At his point I ceased any verbal communication or offer to help him. According to [redacted] the vehicle has not passed emissions as of February 4, 2015. You should know it is not uncommon to get inconsistent tail pipe readings between our equipment and the testing facilities, it is also not uncommon to get totally different results and tail pipe readings on the same vehicle without any changes being made by simply exiting the emissions test, going around the building and going through the test again.  Additionally, any experienced drivability technician would know that reducing CO emissions will cause the NOx to increase. That same technician would also know you need to look at all the readings not just the failed area because each is related and changes to one will have an effect on the others.In regards to the phone recordings, it is neither illegal nor unethical to record business phone calls. We originally started this program for training and customer service betterment. In rare occasions it has proven to be a useful tool to defend ourselves from customers like [redacted] who attempt to defraud businesses by making false claims and lies. With all the above said, I am willing to refund the amount paid to us by Mr. [redacted] for our efforts on the second attempt. That total is $81.39. This would be conditioned on Mr. [redacted] and his wife removing negative comments and reviews from [redacted] and other websites while agreeing the matter is settled. If this is acceptable to him, I will have my attorney draft an agreement. If not, as I stated above, please escalate this matter within the Revdex.com to bring closure. Regards,[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.  For your reference, details of the offer I reviewed appear below.Mr [redacted] quotes himself on the Virginia Auto website saying he is, “committed to doing the right thing” and doing “it with the highest quality” (www.virginiaautoservice.com).  If Mr. [redacted] feels having my vehicle “inspected” again after already having it for three days constitutes a resolution, customer service or doing the right thing, I disagree. As I told his employee and provided in writing for Mr. [redacted] I would not be returning my vehicle to Virginia Auto.  Mr. [redacted] is neither credible, evidenced by the damage my vehicle sustained in his care nor ethical evidenced by his admission that he records customers conversations without their knowledge or consent.  Mr. [redacted] references that his “equipment indicated that it should pass”.  I have asked repeatedly for these results and they have yet to be supplied to me.  How is it that my vehicle scored worse at the emissions testing center if the equipment indicated that it should pass? More importantly how is this providing a service “highest quality”.Mr. [redacted]’s assertion that this is somehow my fault for buying this vehicle is absurd.  I must say I am very pleased with my purchase and that the vehicle is in very good condition considering its more than twenty-five years old.  What Mr. [redacted] failed to mention regarding the vehicle’s emissions history is that it passed a year ago when registered by the previous owner.  This information is found on [redacted].  Mr.[redacted]’s negative statements regarding the vehicle are in contradiction to Virginia Auto’s own inspection report and speak directly to his credibility.  If one reads the report, the items in need of attention include general maintenance, which most older vehicles would require.  Notone of those “issues” has anything to do with emissions.  How is this a “lemon”?I have followed a rational and reasonable course of action.  I complained to the service manager.  It was escalated to the owner.  I provided the owner with a written description of my complaint via email and sent certified mail.  I called the owner and he refused any action including talking to me.  I then disputed the charge with my credit card company and left customer reviews online.  I followed up with the owner via email and certified mail.  Again, there was no response to my complaint.  I then lodged a complaint with the Revdex.com.  If this can’t be resolved the next logical steps would be the State [redacted] office and then exploring legal action.These are the pertinent facts.  My vehicle performed progressively worse in emissions testing under the service of Virginia Auto.  I have attached the testing results of the vehicle before bringing it to Virginia Auto ([redacted]) and the last attempt after Virginia Auto worked on the vehicle ([redacted]).  The results are clear, the vehicle performed worse after Virginia Auto worked on it and now requires additional repair that were not needed before bringing it to Virginia Auto. Mr. [redacted] has refused to engage, provide and or offer any resolution regarding my complaint.  This is the basis of my complaint, Mr. [redacted] damaged my vehicle and refused to resolve the issue.I would like Mr. [redacted] to do the right thing and provide the highest quality as he commits to on his website.
Regards,
[redacted]