Hanser's Automotive and Wrecker

This vehicle, a Chevrolet K3500, was brought in for repairs on 1/12/by the complainant’s husbandThe diagnosis of the issue, which turned out to be caused my multiple internal failings, was $The quote provided was for the replacement of a myriad of parts, from items as large as multiple sensors (flow, camshaft, crankshaft, and fuel pressure), to computer pieces, various gaskets, oil filter, pumps, and sealsThere was an obvious issue from the start with one of the fuel injectorsMr [redacted] was contacted regarding this issue, and since the injectors were about to run their mileage life, he elected to replace all eight of them at once and not just the oneAt $per injector, this added $2, to the billThe customer was frequently contacted and updated on labor, parts, and charge/payment information; we did not ever just freely add charges or parts to the invoice The complaint, written by the customer’s wife (who we did not speak with, as her husband was our contact and the person who gave us the continuous go-ahead during each interaction we had with him) was filed in conjunction with her husband picking up the truckShe states in her complaint that we have yet to fix the problems, but the truck was repaired, paid for, and driven away by her husband seemingly without issueThe repairs had also already been completed at the time of the complaint, in which she is requesting $7,back and to pick up the truck “as is” (“as is”, in this instance, is completely repaired by our certified technicians), which basically seems like she is requesting free serviceThis has nothing to do with age discrimination; we have multiple technicians and repair counter staff, most of whom have not even seen the customer, let alone had the ability to try to guess their age, nor would this have mattered in any way in the process of this job as parts simply have a set price, and that is what they were charged In an attempt to assist with payment, [redacted] Hanser, owner of Hanser’s Automotive Co., actually dropped about $3,in labor for customer satisfaction I have spoken with both people involved- the husband, with whom we actually spoke during this process, and his wife, with whom we did notHe states that he was satisfied with the work and aware of the charges

This vehicle, a
Chevrolet K3500, was brought in for repairs on 1/12/by the complainant’s
husbandThe diagnosis of the issue, which turned out to be caused my multiple internal
failings, was $The quote provided was for the replacement of a myriad of
parts, from items as large as
multiple sensors (flow, camshaft, crankshaft, and
fuel pressure), to computer pieces, various gaskets, oil filter, pumps, and
sealsThere was an obvious issue from the start with one of the fuel
injectorsMr*** was contacted regarding this issue, and since the
injectors were about to run their mileage life, he elected to replace all eight
of them at once and not just the oneAt $per injector, this added $2,
to the billThe customer was frequently contacted and updated on labor, parts,
and charge/payment information; we did not ever just freely add charges or
parts to the invoice
The complaint, written by the
customer’s wife (who we did not speak with, as her husband was our contact and
the person who gave us the continuous go-ahead during each interaction we had
with him) was filed in conjunction with her husband picking up the truckShe
states in her complaint that we have yet to fix the problems, but the truck was
repaired, paid for, and driven away by her husband seemingly without issueThe
repairs had also already been completed at the time of the complaint, in which
she is requesting $7,back and to pick up the truck “as is” (“as is”, in
this instance, is completely repaired by our certified technicians), which
basically seems like she is requesting free serviceThis has nothing to do
with age discrimination; we have multiple technicians and repair counter staff,
most of whom have not even seen the customer, let alone had the ability to try
to guess their age, nor would this have mattered in any way in the process of
this job as parts simply have a set price, and that is what they were charged In an attempt to assist with payment, ***
Hanser, owner of Hanser’s Automotive Co., actually dropped about $3,in labor
for customer satisfaction
I have spoken with both
people involved- the husband, with whom we actually spoke during this process,
and his wife, with whom we did notHe states that he was satisfied with the
work and aware of the charges

We apologize that you feel that you have had a negative
experienceUnder the circumstances, we do not see how we are going to make you
happyWe did everything in our power to fix your husband’s truck, and when he
came to take it away, it was completely fixed, and with a discounted billI’m
sorry that you feel that this was unfairYou are requesting $7,back, because
as you said, it is how much we had already put into serviceYou also said that
if you were unable to get $7,back, you would instead like $13,for the
truck itselfWe are unable to get our service back, and this does not seem
like a reasonable request on your part. The communication that you are referencing was all
between your husband, Hanser’s Automotive owner *** Hanser, and Jesse, the
service managerYour husband came in several times and was communicated with
continually over the duration of the repairHe gave his permission for us to
continue to do work, and was made fully aware of the price of each repair
We are sorry that there was so much wrong with his
truckI understand how stressful it can be for a vehicle to require a
significant amount of work, but I can assure you that we did as much as we
could to help. Your husband mentioned to
me on the phone yesterday that the only thing he could think of as far as a
disappointment was that it took three days for us to get back to himAs you
stated previously, the vehicle was here for an extended period of time and as
he is a truck driver, it can occasionally be difficult to connect, but we
sincerely apologize for the delay
We were confused by your original letter because your
husband was pleased with our service when he left hereWhen *** called your
husband to discuss your letter to the Revdex.com, he said that he
was not aware you had written it and that he would talk to you about itWhen I
spoke with him myself, he said again that you had filed it, but he did not have
a problem with our services or chargesUltimately, when your husband left, he
was happy, and he and *** shook hands.Regards,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
At the time the complaint was filed (February 10, 2016) the issues on the pickup were absolutely NOT fixedHanser's still, at the time, did not know what the exact issue wasWhich, honestly should have been common sense for a mechanic, who according to Hanser's has the "best mechanic in Billings" working on the truck, to know considering the main issue of the pickup was a computer problemThe computer that Hanser's uses to diagnose problems could not read what the issue was because there was a computer issue with the pickup, so the computer needed to be replacedFor $dollars, according to Hanser'sThere were also other things replaced on the pickup that were perfectly fine but they replaced anyway and charging us for those unneeded "adjustments"Hanser's also stated that they would not be charging us for labor when in fact they did charge us $in laborAll together my husband and I have spent $when we only asked them to fix the initial problem, which was the computerI understand the injectors also needed to be fixed, but we already knew that and knew that wasn't the main issue we were having. The reason my husband did not file the complaint is because he was being too kind and was letting Hanser's take their sweet time and rack up our billI personally do not let people (or businesses) walk all over my familyWe had told Hanser's that we could not afford more than $in expenses because we are a young married couple with a babyHowever, they would not even return the pickup to us "as is" unless we shoveled out more money, which they used to make more "adjustments." When the complaint was first filed and I requested the pickup be returned to us "as is" we would have had to put the pickup on a trailer to bring it home because there is no way it could possibly make it all the way back to our homeI also requested to be reimbursed the $because that is how much we had already put into their services, but at the end we spent $8000. I would just like to paste a part of what the Revdex.com stated in an email to me:"Please remember that by filing a complaint with Revdex.com, you are representing that it is a truthful account of your experience with the business."Please correctly me if I'm wrong, but was Hanser's not told the same thing about being honest and truthful? So they robbed my family and also lied to the Revdex.comHanser's is a crooked businessThe only thing we should have paid them was for the used computer they replaced in our pickup. Businesses like Hanser's should not be allowed to lie so they don't get in troubleThey should have to answer for what they have done when they were in the wrong. I also want to add that before I was ready to submit this response after it was all typed up I called Hanser's to see if there was anything they could do to fix this so I wouldn't have to go forward with this complaint***, the boss at Hanser's, had said that they did not charged us for laborWhen in fact, we were charged $in laborHe also would not let me finish anything I was saying and would interrupt me continually.
Regards,
*** ***

On 9/9/2016, Montana Highway Patrol officer #*** requested that we pick up this truck after finding it stuck in a ditchAs the vehicle was registered in Idaho, we first sent a record request to ID to determine who the registered owner wasWhen the Idaho Transportation Department responded with
this information, we were able to notify Mr*** via certified mail sent on 9/28/that the truck was in our lot, advise of charges owed, and provide information on the steps necessary to either retrieve the vehicle or sell it to Hanser Salvage CoThe certified mail receipt was signed on 10/1/On 10/14/2016, over a month after we picked up the vehicle, Mr*** began calling us to complain that we unlawfully retrieved his vehicle from the ditch, and that this is a free country and charging him for our service was a violation of his rightsWe advised him to contact Montana Highway Patrol for more information on why they determined the vehicle should be towedOn 10/24/2016, Mr*** contacted us again to tell us that he intended to take us to court, but still made no efforts to retrieve his vehicle, even when we drastically reduced the charges in an attempt to help enable him to pick it upOn 11/3/2016, I contacted Trooper R*** to confirm that the hold was releasedAfter a vehicle has been abandoned on our property for 30+ days, provided the registered owner(s) have been properly notified via certified mail, we are legally able to dispose of any vehicle valued at $or less via a sheriff’s saleAt this time, a sheriff deputy comes out to assess the vehicle and signs off on it if the value is agreed uponThis truck went through a sheriff sale on 12/21/(over three months after it was brought to our yard)Following the sheriff sale, the truck was sold to Hanser Salvage Codisposed of on 1/6/This incident has been handled fairly and legally from start to finish