To Whom It May Concern:When [redacted] 's wife dropped off their [redacted] , the vehicle needed the left rear flat tire repaired, When the wheel was placed on the Tire removal machine, the customer was called prior to our proceeding with any service, as the Tire Pressure Monitor Sensor (TPMS) was corrodedWhen we called to advise the TPMS was corroded, we also specified it would need replacement if we were to properly remove and service it during the flat repair[redacted] then stated he would come down to look at itWhen we showed him the sensor, He then asked us to remove the core out of the sensorWe advised him if it broke, he would be required to change itHe gave permission to remove the TPMS core, it subsequently brokeIt is Hogan and sons policy to NEVER install customer parts, as this doesn't permit us to offer the best possible customer service backed by an industry leading 3yr/36k warrantyWe never advised [redacted] to purchase his own part for installThe corporate policy is contrary to this perceptionRegardless we did not attempt removal of this part without proper information delivered to the customer, and most certainly not without consent to proceed [redacted] was not charged anything for this serviceFurthermore, we could not install a simple valve stem to “temporarily" fix the tire, as it is illegal to disable the TPMS system that is properly working in a vehicle upon its arrival, We also specified and showed in writing, the law prohibiting us from tampering with or disabling of the TPMS systerm.Please reference: Motor Vehicle Safety Act (USC 30122(b))Thank you for your inquiry into this matter,Respectfully,Hogan & Sons Inc
Concerning [redacted] [redacted] ***-mileage 96091: reference number [redacted] While there has been extensive work done to correct failures in the emission control systems on this vehicle, each repair was for a different problemThe repairs done were all requiredFirst to pass emission inspection on 7/22/ @miles and finally to address a check engine lamp warning 1//20/ @ These repairs totaled $over months and milesBeing a year old vehicle with commercial use miles, these type of repairs are not unusualWe do not show history on this vehicle totaling the $the customer mentions in their letter Other repairs on this vehicle included brake service While we can certainly understand the customer frustration with this, each time the vehicle left our shop, the warning lamp was out, and the problem correctedWe exercised as much warranty coverage as we could to ensure the customer was satisfied with our workThis vehicle was also sent to the Chevrolet dealer after our last repair was completed to confirm that the repairs we did were done correctly, and that no other problems existedThis was done at our expense, and the vehicle was given a “clean bill of health” We have had additional dialogue with this customer, and in our discussions, they informed us that the original claim with the Revdex.com has been retracted We believe that this issue is resolved! If I can be of additional service or if additional information is required do not hesitate to contact me! Mike Q*** Hogan and Sons Store Manager South Riding VA [redacted]
I brought my H [redacted] P [redacted] in for a check engine light G***, the Service Manager, really gave it the thorough pass and felt it was good to hand back to me Unfortunately, the engine light came back on the very next day I brought it back to him He did some more research and really went above and beyond He discovered the problem and even more, he found that the parts/service were covered under a Special Bulletin Extended Warranty from H [redacted] At first I thought it was strange that he didn't want to do the work himself, but in hindsight, he really cared about me, the customer, and my satisfaction I made an appt over at A [redacted] N [redacted] H [redacted] in S [redacted] , used their shuttle service and was without my car for only a day I picked it up today, no charge (due to the extended warranty) and I'm a happy camper I have G [redacted] at Hogan and Sons to thank because he saved me some headache and some dollarsI really appreciate that extra effort he went through to find that Bulletin and explain to me what was going on You still have my business, Hogan and Sons, because of G***
Please accept my apology for the delay in responding to this complaintHogan & Sons takes every complaint seriously and wish to have them resolved in a timely fashion I have reviewed this complaint and wish to offer my apology for your negative experience on behalf of Hogan & Sons IncSince we started in business in we have always put our customers firstWe strive to achieve 100% customer satisfactionWe understand the needs of our customers as far as pricing and we try to offer a competitive price for all of our services and productsWe do not advertise to be the lowest priced facility to have your car repaired but we do profess that we will be the best and offer the best warranty in the areaOur basic warranty is years or mile warrantyWe offer a limited lifetime warranty on brake pads, shoes, calipers and master cylinders as well as all belts, hoses, shocks and strutsThis would account for our prices being a bit higher than most of our competitionHowever, the prices that were quoted for the master cylinder and the engine mount were excessiveI have talked to the gentleman involved and discussed our pricing policies with themThey are both fairly new hires to Hogan & Sons Inc., they were using the pricing policies from their previous employer, [redacted] *** The technician made recommendations for repairing the car based on the needs to properly repair the brake systemThe car came in with a very soft brake pedal and was requested by the customer to diagnose the brake issue in order to properly diagnose the brake system we need to pull all four wheels and look at the complete brake system, that is why the wheels were off of the carWe found the front pads to be low and the front calipers were recommended as wellWith the pedal as soft as it was the recommendation was made to replace the master cylinder, usually when the pedal is soft it indicates that the valves internally are bypassing which is s failure in the operation of the master cylinderWhen the master cylinder is replaced it is required to bleed the hydraulic systemThe upper motor mount was found to be broken at the time of inspection, this was not related to nor recommended because of any brake issue I appreciate [redacted] taking the time to write this letter and bring to my attention any issues that may be occurring in our shops so we can address them immediately Thank you for your time [redacted] Hogan
4/24/ class="MsoBodyTextIndent2" align="left"> Hogan & Sons Inc Revdex.com attn [redacted] Re: case # [redacted] Dear Sir, I just received your e-mail in regards to [redacted] regarding her refund; we would like to provide you with some details as to what transpired when she came into our location in Sterling with her [redacted] [redacted] came in on Saturday March 22, 2014(invoice# s [redacted] ) and dropped off her vehicle to be diagnosed, we obtained the information to the issue she was having as it was presented to us by herShe had stated that “there is a shaking sensation/noise when turning”Upon completing her initial work orders we test drove the vehicle and were able to replicate the issue, based on experience and having limited information from [redacted] we checked the front end suspension of the vehicle and found many of the stabilizing suspension components on her vehicle had dry rotted and cracked bushingBased on our findings we presented her with an estimate for the repairs, during the whole time frame there was no mention of the fact that the problem occurred after she had put the vehicle into four wheel drive so that we may better diagnose it [redacted] picked up the vehicle and took it to the dealer and was told that her four wheel drive was stuck and needed to be adjusted, which we do understand but with limited information as I mentioned above makes it difficult to have a starting pointOnce she had the vehicle repaired at the dealer she call me, [redacted] ***, and explained what had taken place at which point I did my due diligence and asked all parties involved as to what had taken place Once I had gathered the information I needed I told her that I/We were sorry for the misdiagnosis and would be more than happy to refund the diagnostic charge to herI continued to explain that the miscommunication and limited information when the vehicle was dropped off led us to believe that it was a front end suspension issueI did my level best to help her understand what transpired and to be as apologetic as I could possibly be [redacted] came back in on Wednesday March 26th for the refund (invoice# [redacted] ) of the diagnostic charge at which point I once again apologized to her for the misdiagnosis and miscommunicationI will be more than happy to provide any supporting documentation in regards to this issue Sincerely, [redacted] *** Store Manager Hogan and Sons Inc Sterling Virginia ###-###-#### In addition, [redacted] Hogan District Manager, has tried to contact [redacted] times 12:4/23/and 10:AM 4/24/with no return callI would like to take a look at the vehicle and identify what was recommended, if in fact there is a problem with the bushings or not [redacted] District Manager Hogan & Sons Inc ###-###-####
I experienced an issue with my oil pressure monitor I was charged $for a diagnosis They said that they couldn't find out what was wrong with the oil pressure, but the water pump was leaking and that the engine was overheating and it would cost $to fixThe guy on the phone actually said, "I don't mean to be insulting, but do you know the difference between the oil pressure & temp gauge?" I did NOT do the serviceWhen I picked up my vehicle, I showed him the pictures that showed the issue with the oil pressure gauge and that the temp gauge didn't moveI went to another Goodyear shop and they replaced the oil pressure sensor and a couple of minor things for $ Hogan didn't even find the REAL problemI've spent a lot of money at the shop, getting repairs that I now question if they REALLLY needed to be done I told them to their face that I don't trust them! I'm very upset with Hogan & Sons and want my money back!
I have been using Hogan & Sons tire and auto to service all of my family's cars for over yearsThey have always been very professional and the staff is always friendlyThey get the job done right and have been honest about the cost of the service!
To Whom It May Concern:When [redacted] 's wife dropped off their [redacted] , the vehicle needed the left rear flat tire repaired, When the wheel was placed on the Tire removal machine, the customer was called prior to our proceeding with any service, as the Tire Pressure Monitor Sensor (TPMS) was corrodedWhen we called to advise the TPMS was corroded, we also specified it would need replacement if we were to properly remove and service it during the flat repair[redacted] then stated he would come down to look at itWhen we showed him the sensor, He then asked us to remove the core out of the sensorWe advised him if it broke, he would be required to change itHe gave permission to remove the TPMS core, it subsequently brokeIt is Hogan and sons policy to NEVER install customer parts, as this doesn't permit us to offer the best possible customer service backed by an industry leading 3yr/36k warrantyWe never advised [redacted] to purchase his own part for installThe corporate policy is contrary to this perceptionRegardless we did not attempt removal of this part without proper information delivered to the customer, and most certainly not without consent to proceed [redacted] was not charged anything for this serviceFurthermore, we could not install a simple valve stem to “temporarily" fix the tire, as it is illegal to disable the TPMS system that is properly working in a vehicle upon its arrival, We also specified and showed in writing, the law prohibiting us from tampering with or disabling of the TPMS systerm.Please reference: Motor Vehicle Safety Act (USC 30122(b))Thank you for your inquiry into this matter,Respectfully,Hogan & Sons Inc
Concerning [redacted] [redacted] ***-mileage 96091: reference number [redacted] While there has been extensive work done to correct failures in the emission control systems on this vehicle, each repair was for a different problemThe repairs done were all requiredFirst to pass emission inspection on 7/22/ @miles and finally to address a check engine lamp warning 1//20/ @ These repairs totaled $over months and milesBeing a year old vehicle with commercial use miles, these type of repairs are not unusualWe do not show history on this vehicle totaling the $the customer mentions in their letter Other repairs on this vehicle included brake service While we can certainly understand the customer frustration with this, each time the vehicle left our shop, the warning lamp was out, and the problem correctedWe exercised as much warranty coverage as we could to ensure the customer was satisfied with our workThis vehicle was also sent to the Chevrolet dealer after our last repair was completed to confirm that the repairs we did were done correctly, and that no other problems existedThis was done at our expense, and the vehicle was given a “clean bill of health” We have had additional dialogue with this customer, and in our discussions, they informed us that the original claim with the Revdex.com has been retracted We believe that this issue is resolved! If I can be of additional service or if additional information is required do not hesitate to contact me! Mike Q*** Hogan and Sons Store Manager South Riding VA [redacted]
I brought my H [redacted] P [redacted] in for a check engine light G***, the Service Manager, really gave it the thorough pass and felt it was good to hand back to me Unfortunately, the engine light came back on the very next day I brought it back to him He did some more research and really went above and beyond He discovered the problem and even more, he found that the parts/service were covered under a Special Bulletin Extended Warranty from H [redacted] At first I thought it was strange that he didn't want to do the work himself, but in hindsight, he really cared about me, the customer, and my satisfaction I made an appt over at A [redacted] N [redacted] H [redacted] in S [redacted] , used their shuttle service and was without my car for only a day I picked it up today, no charge (due to the extended warranty) and I'm a happy camper I have G [redacted] at Hogan and Sons to thank because he saved me some headache and some dollarsI really appreciate that extra effort he went through to find that Bulletin and explain to me what was going on You still have my business, Hogan and Sons, because of G***
Please accept my apology for the delay in responding to this complaintHogan & Sons takes every complaint seriously and wish to have them resolved in a timely fashion I have reviewed this complaint and wish to offer my apology for your negative experience on behalf of Hogan & Sons IncSince we started in business in we have always put our customers firstWe strive to achieve 100% customer satisfactionWe understand the needs of our customers as far as pricing and we try to offer a competitive price for all of our services and productsWe do not advertise to be the lowest priced facility to have your car repaired but we do profess that we will be the best and offer the best warranty in the areaOur basic warranty is years or mile warrantyWe offer a limited lifetime warranty on brake pads, shoes, calipers and master cylinders as well as all belts, hoses, shocks and strutsThis would account for our prices being a bit higher than most of our competitionHowever, the prices that were quoted for the master cylinder and the engine mount were excessiveI have talked to the gentleman involved and discussed our pricing policies with themThey are both fairly new hires to Hogan & Sons Inc., they were using the pricing policies from their previous employer, [redacted] *** The technician made recommendations for repairing the car based on the needs to properly repair the brake systemThe car came in with a very soft brake pedal and was requested by the customer to diagnose the brake issue in order to properly diagnose the brake system we need to pull all four wheels and look at the complete brake system, that is why the wheels were off of the carWe found the front pads to be low and the front calipers were recommended as wellWith the pedal as soft as it was the recommendation was made to replace the master cylinder, usually when the pedal is soft it indicates that the valves internally are bypassing which is s failure in the operation of the master cylinderWhen the master cylinder is replaced it is required to bleed the hydraulic systemThe upper motor mount was found to be broken at the time of inspection, this was not related to nor recommended because of any brake issue I appreciate [redacted] taking the time to write this letter and bring to my attention any issues that may be occurring in our shops so we can address them immediately Thank you for your time [redacted] Hogan
4/24/ class="MsoBodyTextIndent2" align="left"> Hogan & Sons Inc Revdex.com attn [redacted] Re: case # [redacted] Dear Sir, I just received your e-mail in regards to [redacted] regarding her refund; we would like to provide you with some details as to what transpired when she came into our location in Sterling with her [redacted] [redacted] came in on Saturday March 22, 2014(invoice# s [redacted] ) and dropped off her vehicle to be diagnosed, we obtained the information to the issue she was having as it was presented to us by herShe had stated that “there is a shaking sensation/noise when turning”Upon completing her initial work orders we test drove the vehicle and were able to replicate the issue, based on experience and having limited information from [redacted] we checked the front end suspension of the vehicle and found many of the stabilizing suspension components on her vehicle had dry rotted and cracked bushingBased on our findings we presented her with an estimate for the repairs, during the whole time frame there was no mention of the fact that the problem occurred after she had put the vehicle into four wheel drive so that we may better diagnose it [redacted] picked up the vehicle and took it to the dealer and was told that her four wheel drive was stuck and needed to be adjusted, which we do understand but with limited information as I mentioned above makes it difficult to have a starting pointOnce she had the vehicle repaired at the dealer she call me, [redacted] ***, and explained what had taken place at which point I did my due diligence and asked all parties involved as to what had taken place Once I had gathered the information I needed I told her that I/We were sorry for the misdiagnosis and would be more than happy to refund the diagnostic charge to herI continued to explain that the miscommunication and limited information when the vehicle was dropped off led us to believe that it was a front end suspension issueI did my level best to help her understand what transpired and to be as apologetic as I could possibly be [redacted] came back in on Wednesday March 26th for the refund (invoice# [redacted] ) of the diagnostic charge at which point I once again apologized to her for the misdiagnosis and miscommunicationI will be more than happy to provide any supporting documentation in regards to this issue Sincerely, [redacted] *** Store Manager Hogan and Sons Inc Sterling Virginia ###-###-#### In addition, [redacted] Hogan District Manager, has tried to contact [redacted] times 12:4/23/and 10:AM 4/24/with no return callI would like to take a look at the vehicle and identify what was recommended, if in fact there is a problem with the bushings or not [redacted] District Manager Hogan & Sons Inc ###-###-####
I experienced an issue with my oil pressure monitor I was charged $for a diagnosis They said that they couldn't find out what was wrong with the oil pressure, but the water pump was leaking and that the engine was overheating and it would cost $to fixThe guy on the phone actually said, "I don't mean to be insulting, but do you know the difference between the oil pressure & temp gauge?" I did NOT do the serviceWhen I picked up my vehicle, I showed him the pictures that showed the issue with the oil pressure gauge and that the temp gauge didn't moveI went to another Goodyear shop and they replaced the oil pressure sensor and a couple of minor things for $ Hogan didn't even find the REAL problemI've spent a lot of money at the shop, getting repairs that I now question if they REALLLY needed to be done I told them to their face that I don't trust them! I'm very upset with Hogan & Sons and want my money back!
I have been using Hogan & Sons tire and auto to service all of my family's cars for over yearsThey have always been very professional and the staff is always friendlyThey get the job done right and have been honest about the cost of the service!