J L Firestone Construction, Inc.

I have a receipt that shows repairs and cost of services paid for, Included in this price was a diagnostic exam, which concluded that the master switch in driver's door needed replaced. Upon originally picking my car up, it was stated to me by repairman the piece was not needed as told to me by owner. When the same matter occurred not even 30 days later, and I returned, I was lied to and the matter was not corrected, The repair shop did not even have a copy of my receipt, and attempted to refuse to repair original damages, until I presented my receipt at which point they made a copy, which should have not been an issue, because my copy was a carbon-copy, which means the company should still have had the original receipt. The second time my window was not rolled up, and I was told to return when the original mechanic returned from his father's illness. I was telephoned by the shop to return my car the third time, because the master piece was in stock. Upon returning my car and connecting the master switch, the replacement switch also was not operable, and I was told that my window could be rolled up, ,and they did not know the cause of the problem.  The window should have been rolled on the second visit  while pouring rain, when I was told it could not be done. If the diagnostic concluded the piece was needed as they are stating, why was that not completed originally. I have never had repair done on my windows to cause them to say that the metal pieces were from prior work,. I partially video- recorded and took a witness on the third visit  when the master switch was installed and deemed inoperable. I also have the original metal piece that was never installed back into my door for my window, I also have an additional metal piece that was not installed on the third visit which was recorded. There is also another piece that was broken and not replaced on the driver's door. After rolling up the window on the third visit, the driver's window now incapable of rolling down at all. I am demanding the window be fixed as I was advised the company would be liable for any damages. At this point I am also demanding a refund of all monies paid, due to the fact my window inoperable, several pieces of metal needed for this incident have not been replaced and other pieces have been broken. I have phone records, video records, as well as witness on the scene. This is the worst auto experience I have ever received, and for the owner to place my keys on the hood of my car and walk away, was very rude and unprofessional. If this issue is not resolved promptly, I will do everything in my power to publicly expose the crookedness, thieving, lies, destruction, and damage done to my vehicle.

We received you letter concerning the above complaint on Thursday, November 6, 2015.We are sorry for the delay.The customer brought his vehicle in on 10/27/15 with a mileage over 200,000. When the car wasbrought in there was steam coming from under the hood. The customer stated that he wanted us...

tocheck the power steering leak, fuses, and give him a price on a coolant temperature sensor.When the car was checked we did not see a power steering leak, and the fuses and coolant temperaturesensor was fine. The sensor signal showed that there was no coolant. We decided to fill his car withcoolant. We found that the coolant leaked and covered the bottom of the engine. When trying to findthe coolant leak it is common procedure to run a pressure test, which will cause coolant to flow fromthe leak. We used a hand pump with a pressure gauge to add a pressure between 10 and 15 psi. 15 psi iswhat most radiator caps can handle before excess pressure is released. The bottom of the engine was cleaned to remove excess stains before the test was performed. A leak was found coming from the water pump which is run by the timing belt. We informed the customer, and he declined the repairs. Hepaid for the diagnostics and shop supplies.Coolant leaking from a water pump is a common problem that happens due to wear and tear over timeand must be replaced after a certain mileage. The vehicle has over 200,000 miles, and we do not knowthe history of the vehicle. We informed the customer to not drive the car until it was fixed or it wouldcause more problems. We explained these problems to him and had him sign the invoice. There are 2signatures on the invoice, one to authorize the performance of diagnostics on his car, and one after we told him about the issues we found and not to drive it. It takes a considerable amount work to get to a water pump into his car, an Audi. We did not do any other reapirs on his vehicle. We diagnosed it usingthe above test procedures. We feel we do not owe him.

Please forgive our delay in following up on the additional information that you have provided usregarding the customer's complaints.However, after careful review, it is our opinion that this is only a rewording of the previouscomplaint, which we addressed earlier.Again, the customer was charged for repairing a broken wire, which had caused the window motor not to work. Looking at our repair order dated 6/22/15, you will see that we made notethat other problems could show up later as a result of the wiring problem.Her current problem is closely related but Is different from the initial wiring problem. Manysystems are related to each other, and a problem in one area can, and often does, lead to laterproblems in other areas.This Is what we tried to explain to the customer. The customer acknowledged this by signingthe repair order, which boldly stated this may happen.Thank you for reviewing our comments.
[redacted]National Auto Service

To Whom It May Concern:On June 22,2015, the customer brought the car in with complaints of having no poweron driver's side front and rear door, and the clock did not shut off when the car was off. Weperformed a diagnosis. The driver's door cover was removed to inspect the wiring. Duringremoval, it...

was found that someone else had removed the door cover prior to coming to ourshop. It was removed incorrectly, as we found a metal bracket that was broken off and partsduct taped together. The metal bracket was removed because it could not serve its originalpurpose, and left in the car for the customer to see.The wiring for the driver's door was found to be intact. With further inspection to theleft rear door, we found the wiring was broken at the hinge where the B pillar connects to thedoor. We repaired this wiring and the left rear window worked. The clock was caused due tothe vehicle not recognizing when the driver's door was opened or closed. On this vehicle, theaccessories stay on when the car is shut off until one of the doors open, indicating someoneleaving the vehicle. Opening the passenger door would shut the accessories like the clock off,therefore, showing there may be a problem with the driver's door module or wiring. Afterrepairing the wiring problem in the rear door, we put the driver's side door back togetherminus the now useless bracket, finding that the driver's door module was operating again; theclock was turning off correctly and all windows were working again as well.We called the customer and stated $350 plus tax for the repair for the wiring and alsotold the customer if there are further similar problems with the vehicle, there may be a need toreplace the master window switch and driver's door module, but we did not replace this part asall issues with the vehicle were operating correctly.When the customer came to pick up the vehicle, the technician who repaired the vehiclespoke to her. He stated that right now all windows are operating correctly and the clock isturning off. He told her what he did to the vehicle, finding the broken wire in the rear door andseeing the messed up driver's door assembly should be taken back to whomever took it apartbefore us to be fixed, and that he found the wiring for the driver's door to be okay. If the wiringis okay, normally the problem is the module or sensor the wiring connects to causing theproblem. He told the customer that there might be a problem with the driver's door moduleand master window switch that caused the problem with the driver's door not working, butright now since everything worked after putting the door back together he could not properlydetermine the problem and did not want to sell a window switch and driver's door module if hecould not confirm this and all issue were now working as they should.The customer was only charged with repairing the broken wires at the B pillar near theleft rear door. In the receipt it is stated that the wiring was repaired and that the possible causefor the driver's door was the master window switch and driver's door module, however, thedriver's door wiring was okay. The technician wrote the receipt and spoke to the customerhimself.The customer returned on July 14, 2015 due to her power windows not working again. Itwas previously advised to the customer that if this problem occurred again, the master windowswitch and driver's door module would need to be replaced. The charge for the previous workcompleted on the vehicle was for the rear door repairs only. The customer agreed to replaceand pay for a used master window switch and driver's door module. Our company made everyeffort to locate and retrieve a used part, but none were available. We relied this to thecustomer.The customer did not want to leave the vehicle for repair and asked for a plasticcovering due to rainy weather. The customer was concerned about damage of the tape to thevehicle's paint, so we did not place any tape on the vehicle, only putting tape onto the plastic.The customer then made adjustments before leaving.On July 17, 2015, the customer returned after we called and we worked on the driver'sdoor window and moved it up without charge. The technician felt he was honest and explain asclearly as he could, and I stand behind the work and my employees. The customer was notcharged for a master window switch repair, only for the repair to the rear door wiring that wasoriginally told to the customer. The driver's door and rear door are two separate problems.Thank you for allowing us to give our response to this complaint.[redacted]National Auto Service