Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We had hoped that addressing this matter through the Revdex.com would help to bring it to a reasonable compromise, and have offered a compromise position that we thought would cost Mr. S[redacted] approximately as much as his own preferred solution. But rather than offering a compromise of his own, he refused and impugned our motives. It is clear at this point that Mr. S[redacted] is more interested in defensively reconstructing events and conversations to evade responsibility for fulfilling obligations to which his business clearly agreed than doing the right thing. Even his defense--that he decided not to pay for repairs at the third party after consulting experts within his company--admits the basic facts of the case. He agreed to do so, then backed out. Any statement of his to the contrary is a falsehood. If Mr. S[redacted] is unwilling to resolve the matter through the Revdex.com, we will have no choice but to pursue other means.
Regards,
[redacted]
Having words put into my mouth has become exceedingly tiresome, not to mention being falsely accused of making statements I did not.I spoke to Mr. [redacted] on the 29th of January, not Mrs. [redacted]. Mrs. [redacted]’s claim that I’m lying about what I said is indefensible and wholly without merit. I spoke the words, I know what I said. What I said to Mr. [redacted] was that I had reason to suspect (my exact words, I believe) the drain plug failure could have been caused by a former technician. It’s simply not possible to equate voicing a suspicion to an admission of guilt. How could I even make such an admission? It’s no more possible to for me to prove my suspicion to be true than it is for the [redacted]’s. It is one possible cause, and that’s why I agreed to pay for a second tow, replace their engine, pay for their rental and pay for their mechanic to perform an inspection.I made the decision to not pay a third party after having received new information from experts with decades worth of experience in this industry as compared to my four months. While I was willing to fix the problem rather than take the position that there was no way to prove fault, I was not willing to expose my business to the real and unnecessary risk of blindly paying a third party I don’t know or trust on behalf of a former customer that I have no more reason to trust than they do me. On 2/2, Mr. [redacted] agreed to have the work performed at my shop and stated he understood our position. He later called to let me know he talked to his mechanic, and he changed his mind about allowing us to perform the work. So, after receiving new information from his trusted expert, he changed his mind. The clear double standard is frustrating, at best. I’m not surprised to be accused of making a false claim against the [redacted]’s, but the fact is words are again being put into my mouth. Hopefully, I can make the point a bit clearer. The rhetorical questions I posed represent the considerations I was compelled to evaluate when making my final decision. The issues I raised are real in this industry. I don’t know anything about the [redacted]’s or their mechanic. I can make no claims regarding their intent, motives or character. That fact, along with what appears to be some unusual circumstances (e.g., taking five weeks to fail, no signs of oil leaking over that period, and no oil pressure indicator activation) raise concerns no owner in my position should choose to ignore. Even setting the unusual circumstances aside, agreeing to such demands would be a poor business decision in any industry. As a small business owner, I must make the best decisions I can to mitigate risk.At the end of the day, the only relevant aspect of this unfortunate situation is the fact that my employee may or may not have been responsible for the plug failure, and I agreed to rectify the problem at no cost to the [redacted]’s. They’ve rejected my offer, and that’s perfectly fine, but I’m finished repeating myself and I’m certainly not willing to continue subjecting myself to word twisting and false accusations of dishonesty. Continuing the fruitless back-and-forth through the Revdex.com will not yield a different result. I do not accept the [redacted]’s proposal, and there is nothing more to discuss in this matter. ell us why here...
I am writing in response to your letter dated 2/5/18 regarding concern ID [redacted] filed by Ms. [redacted] I believe you will conclude the following fact pattern will demonstrate that Honest-1 Auto Care (“H1”) has made every effort to resolve this issue in a manner that aligns well with...
the Revdex.com’s core service of resolving customer complaints in a fair, fast and equitable way.H1 conducted an oil change and tire rotation for the J[redacted] the afternoon of 12/22/17. On 1/29/18, Mr. [redacted] advised H1’s shop manager the vehicle lost its oil while in operation and had been towed to a [redacted] location. Mr. [redacted] refused to bring the vehicle back to H1 for assessment. H1 covered the $178 cost to have the vehicle towed to his dealership rather than initiate a debate in the moment.I spoked to Mr. [redacted] by phone on 1/29/18, prior to having an opportunity to speak with my insurance company or the H1 corporate office. During our conversation, I asked about having our Master Technician conduct the work. He refused, indicating H1 could not be trusted with such work given our inability to perform simple tasks. Mr. [redacted] asked about payment for the engine his [redacted] dealer wanted to install, and I advised him I would speak to the dealer.Over the next few days, I spoke to my insurance company and the H1 corporate office. I am new to the auto repair industry, having just opened my first shop on 10/3/2017. Through these discussions, I came to understand I should have made these calls in advance of my conversation with Mr. [redacted]. An “oil out” event due to drain plug failure is not an uncommon occurrence in the auto repair industry. The root cause of a drain plug failure include, but are not necessarily limited to, technician error, intentional technician sabotage, drain plug gasket failure, or a problem with the plug and/or oil pan. Additionally, it was brought to my attention by the H1 corporate office that customers are also known to sabotage their own vehicles in an effort to obtain free engine repair or replacement.I spoke to Mr. [redacted] the morning of 2/2/18 and advised him the work would need to be performed at H1. After some discussion, Mr. [redacted] indicated while his preference was to have his dealer perform the work, he did understand our position. We intended to have the vehicle towed to H1 at our expense, and all seemed OK.Later the same day, Mr. [redacted] called back and asked me to allow the dealer to fix the vehicle, citing a conversation he had with the dealership’s mechanic. I advised him I was still committed to making things right, but to do so would require the work to be performed in my shop. I made it clear to Mr. [redacted] my biggest problem was his insistence on having me pay a third party to repair his vehicle without ever having looked at it. At that point, Mr. [redacted] said he would get back to me. There has been no further communication since 2/2/18.The [redacted]’* oil out event occurred more than one month after the services were performed. Most repair shops have justification to wash their hands of this situation due to the passage of time and having no knowledge of what has happened to the vehicle after leaving the shop. In these cases, vehicle owners have little to no recourse. I offered to pay another towing bill, have our ASE Certified Master Technician with 20 years experience complete the repairs at no cost, and cover the costs of a rental vehicle. Mr. [redacted] has decided no one in my shop is trustworthy, and that is certainly his prerogative, but I believe our offer was exceedingly more than reasonable and fair.Approximately 7 weeks have now passed from the date of the service. The [redacted] vehicle has been in the hands of two auto service shops, and they have refused to bring it to our shop. Under the circumstances, I consider this situation closed and our offer rescinded. (Original document attached)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr. S[redacted]’s suggestion that we are seeking to enrich ourselves is preposterous. From the beginning our only goal has been to have our car restored to proper working order by a mechanic we trust, and to have the party responsible for the damage cover the costs. Despite his current false claims to the contrary, Honest-1 initially 1) took responsibility for the damage, and 2) agreed to our request to cover the costs of having our mechanic repair the car. He then backed out of that agreement. At this point if Honest-1 were willing to reimburse us for the cost of the parts (leaving us to cover the labor costs) we would agree to consider the matter closed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr. S[redacted]'s refusal to offer any resolution besides his own shop doing the work is unacceptable to us. When we reluctantly agreed to allow him to do the work, this arrangement was contingent on our mechanic being able to do a thorough inspection after the work was completed to determine that it was properly done. In speaking with our mechanic we were told that they would not be able to provide us with an acceptable level of certainty that the work was done correctly and that we would not have problems down the road. After this conversation we requested that Honest 1 honor their original commitment to pay for the work at our mechanic and they refused. We would never have selected a mechanic we were unfamiliar with to do work of this nature and it is unreasonable now for Mr. S[redacted] to require us to do so in order to correct the problems caused by his shop. It is also disingenuous for him to imply that he is unsure whether the problems were caused by the work done there. In initial conversations Mr. S[redacted] not only admitted that the issue was caused by Honest-1, he indicated that he had reason to believe he knew who did it and that it was likely done intentionally to harm his reputation.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We had hoped that addressing this matter through the Revdex.com would help to bring it to a reasonable compromise, and have offered a compromise position that we thought would cost Mr. S[redacted] approximately as much as his own preferred solution. But rather than offering a compromise of his own, he refused and impugned our motives. It is clear at this point that Mr. S[redacted] is more interested in defensively reconstructing events and conversations to evade responsibility for fulfilling obligations to which his business clearly agreed than doing the right thing. Even his defense--that he decided not to pay for repairs at the third party after consulting experts within his company--admits the basic facts of the case. He agreed to do so, then backed out. Any statement of his to the contrary is a falsehood. If Mr. S[redacted] is unwilling to resolve the matter through the Revdex.com, we will have no choice but to pursue other means.
Regards,
[redacted]
Having words put into my mouth has become exceedingly tiresome, not to mention being falsely accused of making statements I did not.I spoke to Mr. [redacted] on the 29th of January, not Mrs. [redacted]. Mrs. [redacted]’s claim that I’m lying about what I said is indefensible and wholly without merit. I spoke the words, I know what I said. What I said to Mr. [redacted] was that I had reason to suspect (my exact words, I believe) the drain plug failure could have been caused by a former technician. It’s simply not possible to equate voicing a suspicion to an admission of guilt. How could I even make such an admission? It’s no more possible to for me to prove my suspicion to be true than it is for the [redacted]’s. It is one possible cause, and that’s why I agreed to pay for a second tow, replace their engine, pay for their rental and pay for their mechanic to perform an inspection.I made the decision to not pay a third party after having received new information from experts with decades worth of experience in this industry as compared to my four months. While I was willing to fix the problem rather than take the position that there was no way to prove fault, I was not willing to expose my business to the real and unnecessary risk of blindly paying a third party I don’t know or trust on behalf of a former customer that I have no more reason to trust than they do me. On 2/2, Mr. [redacted] agreed to have the work performed at my shop and stated he understood our position. He later called to let me know he talked to his mechanic, and he changed his mind about allowing us to perform the work. So, after receiving new information from his trusted expert, he changed his mind. The clear double standard is frustrating, at best. I’m not surprised to be accused of making a false claim against the [redacted]’s, but the fact is words are again being put into my mouth. Hopefully, I can make the point a bit clearer. The rhetorical questions I posed represent the considerations I was compelled to evaluate when making my final decision. The issues I raised are real in this industry. I don’t know anything about the [redacted]’s or their mechanic. I can make no claims regarding their intent, motives or character. That fact, along with what appears to be some unusual circumstances (e.g., taking five weeks to fail, no signs of oil leaking over that period, and no oil pressure indicator activation) raise concerns no owner in my position should choose to ignore. Even setting the unusual circumstances aside, agreeing to such demands would be a poor business decision in any industry. As a small business owner, I must make the best decisions I can to mitigate risk.At the end of the day, the only relevant aspect of this unfortunate situation is the fact that my employee may or may not have been responsible for the plug failure, and I agreed to rectify the problem at no cost to the [redacted]’s. They’ve rejected my offer, and that’s perfectly fine, but I’m finished repeating myself and I’m certainly not willing to continue subjecting myself to word twisting and false accusations of dishonesty. Continuing the fruitless back-and-forth through the Revdex.com will not yield a different result. I do not accept the [redacted]’s proposal, and there is nothing more to discuss in this matter. ell us why here...
I am writing in response to your letter dated 2/5/18 regarding concern ID [redacted] filed by Ms. [redacted] I believe you will conclude the following fact pattern will demonstrate that Honest-1 Auto Care (“H1”) has made every effort to resolve this issue in a manner that aligns well with...
the Revdex.com’s core service of resolving customer complaints in a fair, fast and equitable way.H1 conducted an oil change and tire rotation for the J[redacted] the afternoon of 12/22/17. On 1/29/18, Mr. [redacted] advised H1’s shop manager the vehicle lost its oil while in operation and had been towed to a [redacted] location. Mr. [redacted] refused to bring the vehicle back to H1 for assessment. H1 covered the $178 cost to have the vehicle towed to his dealership rather than initiate a debate in the moment.I spoked to Mr. [redacted] by phone on 1/29/18, prior to having an opportunity to speak with my insurance company or the H1 corporate office. During our conversation, I asked about having our Master Technician conduct the work. He refused, indicating H1 could not be trusted with such work given our inability to perform simple tasks. Mr. [redacted] asked about payment for the engine his [redacted] dealer wanted to install, and I advised him I would speak to the dealer.Over the next few days, I spoke to my insurance company and the H1 corporate office. I am new to the auto repair industry, having just opened my first shop on 10/3/2017. Through these discussions, I came to understand I should have made these calls in advance of my conversation with Mr. [redacted]. An “oil out” event due to drain plug failure is not an uncommon occurrence in the auto repair industry. The root cause of a drain plug failure include, but are not necessarily limited to, technician error, intentional technician sabotage, drain plug gasket failure, or a problem with the plug and/or oil pan. Additionally, it was brought to my attention by the H1 corporate office that customers are also known to sabotage their own vehicles in an effort to obtain free engine repair or replacement.I spoke to Mr. [redacted] the morning of 2/2/18 and advised him the work would need to be performed at H1. After some discussion, Mr. [redacted] indicated while his preference was to have his dealer perform the work, he did understand our position. We intended to have the vehicle towed to H1 at our expense, and all seemed OK.Later the same day, Mr. [redacted] called back and asked me to allow the dealer to fix the vehicle, citing a conversation he had with the dealership’s mechanic. I advised him I was still committed to making things right, but to do so would require the work to be performed in my shop. I made it clear to Mr. [redacted] my biggest problem was his insistence on having me pay a third party to repair his vehicle without ever having looked at it. At that point, Mr. [redacted] said he would get back to me. There has been no further communication since 2/2/18.The [redacted]’* oil out event occurred more than one month after the services were performed. Most repair shops have justification to wash their hands of this situation due to the passage of time and having no knowledge of what has happened to the vehicle after leaving the shop. In these cases, vehicle owners have little to no recourse. I offered to pay another towing bill, have our ASE Certified Master Technician with 20 years experience complete the repairs at no cost, and cover the costs of a rental vehicle. Mr. [redacted] has decided no one in my shop is trustworthy, and that is certainly his prerogative, but I believe our offer was exceedingly more than reasonable and fair.Approximately 7 weeks have now passed from the date of the service. The [redacted] vehicle has been in the hands of two auto service shops, and they have refused to bring it to our shop. Under the circumstances, I consider this situation closed and our offer rescinded. (Original document attached)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr. S[redacted]’s suggestion that we are seeking to enrich ourselves is preposterous. From the beginning our only goal has been to have our car restored to proper working order by a mechanic we trust, and to have the party responsible for the damage cover the costs. Despite his current false claims to the contrary, Honest-1 initially 1) took responsibility for the damage, and 2) agreed to our request to cover the costs of having our mechanic repair the car. He then backed out of that agreement. At this point if Honest-1 were willing to reimburse us for the cost of the parts (leaving us to cover the labor costs) we would agree to consider the matter closed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr. S[redacted]'s refusal to offer any resolution besides his own shop doing the work is unacceptable to us. When we reluctantly agreed to allow him to do the work, this arrangement was contingent on our mechanic being able to do a thorough inspection after the work was completed to determine that it was properly done. In speaking with our mechanic we were told that they would not be able to provide us with an acceptable level of certainty that the work was done correctly and that we would not have problems down the road. After this conversation we requested that Honest 1 honor their original commitment to pay for the work at our mechanic and they refused. We would never have selected a mechanic we were unfamiliar with to do work of this nature and it is unreasonable now for Mr. S[redacted] to require us to do so in order to correct the problems caused by his shop. It is also disingenuous for him to imply that he is unsure whether the problems were caused by the work done there. In initial conversations Mr. S[redacted] not only admitted that the issue was caused by Honest-1, he indicated that he had reason to believe he knew who did it and that it was likely done intentionally to harm his reputation.
Regards,
[redacted]