Hernandez & Sons Mobile Diesel Repair

In response to the complaint made by ***, *** and Sons Mobile Diesel Repair does not even offer towing services, let alone tow their vehicle to our facility.

The driver was able to drive the truck himself from Tulare to Goshen to the Goshen Industrial Park where our shop is located only after our technician remove and replaced the faulty air dryer unit thus allowing the vehicle to build air pressure which was a part of the original complaint.

As for the truck being locked out, *** & Sons Mobile Diesel Repair requires all bills to be paid in full before the release of a vehicle. When the owner, ***, expressed that they would not pay, it was at that point when operations stopped for the night. By this time is was already after shop hours, approximately after 6:00 PM. We then proceeded to lock the truck up, close for the day, and even after that, the owner *** still offered the truck driver a ride from Goshen to Lemoore to the Tachi Palace Hotel and Casino.

Our facility is not locked behind gates and for the record the truck driver is the one who locked both the truck and trailer up before handing the keys to us. The truck was left in the Industrial Park which is open, not locked which is why we don't see why we would take fault for any missed loads considering they were able to get their truck and or load at any time.

We did our best communicating the situation to the owner, we even offered our help after the invoice had been paid. However, we never heard from them again. Please see the attached email response of the final conversation that we had with ***.

Also, the total paid was $1500.00 of an already greatly discounted invoice. The original total on the estimate, was $1798.79, (please see attached repair order). We then discounted the bill to please the customer. The final invoice #11768 was in the amount of $1574.74 in which their mechanic signed as proof upon received the keys to the vehicle. However, *** was still not willing to pay, so in defeat, our owner said $1500 and that was the total paid. Please see attached invoice #11768.

We at *** & Sons Mobile Diesel Repair have done our due diligence to satisfy the customer, *** and wish them the best of luck.

Should anyone have any questions, please do not hesitate to contact us.

Thank you,

***

Owner

In response to the second message from the consumer Case ID#***

The installed air dryer unit was a new purchase. The first complaint was a defective part, now we are being accused of installing a used part. I have attached the receipt of the new air dryer unit from Affinity Truck Parts in Fresno dated on the same day the original road call was made. This air dryer unit is an OEM manufacturer part only we do not stock Volvo parts these are dealer items only.

none of our mechanics stated that it was a used part, that is a flat out lie. When the consumer's mechanic retrieved the truck the next morning, he requested the old air dryer unit and the new one was still on the truck. He also informed us that he had two additional air dryers on his truck when he arrived, so if there were additional charges that occurred, then I'm sure it was something else other than the air dryer unit as we stated in the original email. However, we would not have been able to see that without first replacing the air dryer nor would the consumer's mechanic unless he was already aware of any air system issues which is why he would be carrying two air dryer units with him.

I have already submitted the last email sent that the consumer is referring to and, in that email, it explains the credit process with Affinity. Not once did we confirm that we, *** & Sons, would issue them a credit for the part, another flat out lie. I have re-attached the email referenced above by the consumer.

As for the late charges, it would seem those charges were inevitable considering the work wasn't done, and your own mechanic wasn't available until the next morning. You would have had those fees either way, if those fees are in fact true and not fictitious.

We would have been able to complete the job when the parts were available the next day, but by then you already dispatched your mechanic to the truck to complete the job that was originally intended for us. Even though we weren't given the opportunity to complete the job after informing you of the warranty process we still provided your company a considerable discount.

*** and Sons is really sorry for all of the inconvenience this has caused you and your company. We strive to provide excellent customer service and it is clear we have failed you in your opinion.

Our position is this, *** & Sons would like the opportunity to obtain the credit back from the manufacturer for the consumer for the air dryer originally purchased. If the consumer can return to us the new air dryer unit that was damaged and left on the truck when the consumers mechanic arrived, we would be more than willing to start that process.

If the air dryer is in fact found defective by the manufacturer then the consumer has the opportunity to receive full credit for the part. If the consumer is wanting to do this, then we are more than willing. I believe those are two great steps both the consumer and *** & Sons can take to resolve this matter.

As this is going to be publicly posted, *** & Sons Mobile Diesel Repair would like to express our concerns.

We would like to ask how can guys like us, will all our supporting documents providing nothing but true and honest work, can protect ourselves from lying, consumers who are looking for a monetary gain. The consumer can tear down a local-owned small business based on lies and misinformation demanding basically a full refund. Work was completed, mechanics were dispatched, parts were purchased, the discounted bill was paid. Is it our fault the consumer chose to go with their own mechanic halfway through a job rather than allowing us to complete the work?

How is this okay?

Thank you,

*** & Sons Mobile Diesel Repair