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Reviews JMR Service

JMR Service Reviews (4)

Monday 21, 2016Dear [redacted] ***:I received a letter advising us of a complaint received by your office on Thursday March 2016, and asking for our responseThe complaint has an ID of [redacted] .I would like to say that I am extremely happy to have this opportunity to record this matter in the public eye.I will start with a background comment that will outline the foundation of our procedural operations concerning our commitment to providing our customers with an un-matched level of outstanding service in our industry.It is our interest to provide our customers with fully informed diagnostic and repair services while doing our best to align the required services with the available funds each customer has on handThat being said, it is also our policy to NOT refund cash or charge, and instead to provide credit for future labor should that need ever arise (in our near ten years of being in business we have NEVER had an instance requiring the need to provide a credit as we have an excellent record of complete and total customer satisfaction)This policy is within our rights and posted prominently in our office for all to plainly see.Getting to the matter at hand [redacted] came into our office on February 19, She asked us specifically to diagnose ONLY the check engine light and an unstable idle condition on her [redacted] with a public VIN number of [redacted] We prepared an estimate/Invoice for this diagnostic work which she authorized by signing the bottom of said paperwork.Upon pulling the vehicle into the service area our technician noted this vehicle being in an obvious and total state of disrepairAmong other things, there was a very loud groaning noise from the wheel and tire area, grinding noise from the rear brakes, and engine noise that may have been due to the loping idleUpon further inspection and pursuant to the diagnosis requested and authorized by the customerThe engine oil level was found to be at least quarts low (THIS IS a QUART SYSTEM) and was no oil showing on the indicatorFor a proper diagnosis, the engine oil level needed to be corrected before any further diagnostics could be performed, as the control systems employed in this vehicle requires the use of engine oil pressure in order to adjust the camshafts for proper operationAs is our policy, we contacted the customer and recommended an oil changeDue to the fact that over 77% of the oil capacity was not in the system, it was the most cost effective course of actionShe agreed and authorized the workOur diagnosis of the check engine light and loping unstable idle uncovered a malfunction in the computer control circuit of the intake camshaft adjustment solenoidThe wiring proved to be intact which left the computer as the offending componentAfter? speaking with the customer and being advised of her financial situation being less than desirable for providing adequate funds for the required repairs we entertained the possibility of a used computer and put together a promotional pricing index for this customer in an effort to provide the minimum of service for this vehicle to be operated in a somewhat safe manner (THE CUSTOMER WAS MADE AWARE OF THE FACT THAT THE REAR BRAKE SHOE LINING WAS COMPLETELY WORN AWAY(SEE ATTACHED IMAGE OF THE REAR BRAKE SHOE LINING) AND REFUSED TO AUTHORIZE THAT REPAIR)It was well explained that a used computer may not take the programming needed to be usable she understood and was willing to take the chanceWe ordered the computer and when it arrived we sent it to be programmed.(PLEASE FIND ATTACHED THE INVOICING AND CORRESPONDENCE FROM THE COMPANY RESPONSIBLE FOR THE PROGRAMMING)After some time during which we remained in contact with both the customer and the computer company it was determined that this unit was not going to take the programming and the alternative was to buy a new computer from the manufacturer(PLEASE FIND ATTACHED THE CORRESPONDENCE FROM THE COMPUTER COMPANY AS WELL AS ALL CORRESPONDENCE FROM US TO THE CUSTOMER)We made the customer aware of the cost for a new computer and pursuant to our policy of requiring prepayment of all parts exceeding the cost of $especially special orders, requested payment for the computerShe refused to make payment and instead requested the return of her vehicle less the computer replacementAs the computer purchase was a requirement for her to receive the promotional pricing we put together for her in the effort of providing most of the repairs required to make the vehicle safe to drive, we recalculated the invoice to reflect the actual repairs made as well as the actual charges for non-promotional servicing (ATTACHED PLEASE FIND THE FINAL INVOICE FOR ACTUAL REPAIRS AND PRICING)Throughout the whole process, we were in constant contact with this customer and made her completely aware of what was happening(DESPITE OUR POLICY OF NO REFUNDS AND IN ORDER TO APPEASE THIS PERSON) In the end we agreed to refund her the overpayment made to us in the amount of Sby emailed invoice on February 2016(PLEASE FIND ATTACHED THE PAID INVOICE DATED 2/22/IN THE AMOUNT OF $582.60).We attempted to refund the $the morning after this customer took her car from our possession On Thursday March at 8:PM, and found the entire charge of $was reported to be UNAUTHORIZED and as such was charged back to our accountAs of the date of this writing, we have not been paid for our parts and services and are in the process offiling criminal and civil actions against this individualAs one can see from the promotional priced invoice we tried very hard (even to the point of realizing no profit on this job) to help this person because she plainly has financial problems.It is no surprise if in fact there is mechanical engine damage as when the car arrived it lacked even a minimum of required engine oil for any amount of protection to the rotating assemblyIt is our belief that it is this persons' intention to refuse payment for services rendered as she gave us no opportunity to refund her any amount and committed an act of theft by deception when the entire amount of the payment was reported as UNAUTHORIZED and not over paid, or disputed in any amount other than the entire amount of the original payment.In an effort to be absolutely clear, I will now respond directly to her complaint.In her complaint, she readily admits that she agreed to the repair and paid the billShe does not however explain how the method of payment was a credit card issued in the name of a party not involved with this repair or the fact that the entire amount was declared UNAUTHORIZED and removed from our account.She then goes on to say the estimated timeframe for the used computer to be programmed and? installed was four daysFour business days from the of February, when we received payment would have been Monday February She states that the computer we ordered took six days to arrive, which was Monday February Precisely what we had saidThis argument has no merit.In her complaint she goes on to say it is her wish to have us buy her parts and wants to pay after they are installed in the carThat is not an option and is contrary to our policy as special order parts are not refundable for us so in the event that a customer for whatever reason did not or could not pay for the part, we? would be out the cost of the customers' partsIt is not unusual or unreasonable for a company to require prepayment of parts and special order itemsThis argument has no merit.In her complaint, she states that she ended up going together car and was refused a refundEven though it is our policy and within our rights to offer credit and NOT provide refunds, we agreed to process a refund and attempted to do so at the first feasible opportunity, but were prevented from doing so due to the fact that the entire amount of her payment to us was gone from our accountThis statement is a lie and this argument has no merit.She states that her car was returned not repaired and had more problems than when she dropped it offShe refused to authorize the repair and the vehicle was in much better condition upon its releaseThis statement is misleading and this argument has no merit.She states that we took her money and refused to refund her anythingThis statement is a lieShe states that she had no choice but to call [redacted] and dispute the chargeShe did not call [redacted] , It is not her card or account, and the Charge was reported UNAUTHORIZED in its entiretyWe were not afforded the opportunity to refund anything as the charge was reversedThis statement is a lie.She states that she has multiple invoices and they show differing amountsThe invoicing had to be modified due to the changes in her authorizations throughout the repair processThere was promotional pricing applied to her original invoice which later could not be honored due to the customers failure to satisfy the promotions requirementsYou cannot go to a store and buy a promotional item marked buy one of these and get one of these 90% off, then return the one you bought at full price and expect to keep the 90% off item without paying the amount owed had there been no promotional pricingThis is the same thingWe said buy a computer and receive X amount off of all the other charges, she bought the computer and received the discounts, then returned the computer so to speak and expected to still receive the discounts for all the other thingsThis statement is misleading and is of no consequence.She states she feels taken advantage ofWe have done nothing wrong, went far above and beyond what was required of us and in the end had our goods and services stolen from us.PA CODE TITLE CAHPTER SUBCHAPTER B SECTION3926(a)(1) Reads as follows:? §Theft of services.(a) Acquisition of services.-- (1) A person is guilty of theft if he intentionally obtains services for himself or for another which he knows are available only for compensation, by deception or threat, by altering or tampering with the public utility meter or measuring device by which such services are delivered or by causing or permitting such altering or tampering, by making or maintaining any unauthorized connection, whether physically, electrically or inductively, to a distribution or transmission line, by attaching or maintaining the attachment of any unauthorized device to any cable, wire or other component of an electric, telephone or cable television system or to a television receiving set connected to a cable television system, by making or maintaining any unauthorized modification or alteration to any device installed by a cable television system, or by token or other trick or artifice to avoid payment for the service.This concludes our responseThank you for this opportunity.PS all attachments will be sent regular mailAlong with a copy of this response.Truly,Joseph BR

Monday 21, 2016Dear [redacted] ***:I received a letter advising us of a complaint received by your office on Thursday March 2016, and asking for our responseThe complaint has an ID of [redacted] .I would like to say that I am extremely happy to have this opportunity to record this matter in the public eye.I will start with a background comment that will outline the foundation of our procedural operations concerning our commitment to providing our customers with an un-matched level of outstanding service in our industry.It is our interest to provide our customers with fully informed diagnostic and repair services while doing our best to align the required services with the available funds each customer has on handThat being said, it is also our policy to NOT refund cash or charge, and instead to provide credit for future labor should that need ever arise (in our near ten years of being in business we have NEVER had an instance requiring the need to provide a credit as we have an excellent record of complete and total customersatisfaction)This policy is within our rights and posted prominently in our office for all to plainly see.Getting to the matter at hand [redacted] came into our office on February 19, She asked us specifically to diagnose ONLY the check engine light and an unstable idle condition on her [redacted] with a public VIN number of [redacted] We prepared an estimate/Invoice for this diagnostic work which she authorized by signing the bottom of said paperwork.Upon pulling the vehicle into the service area our technician noted this vehicle being in an obvious and total state of disrepairAmong other things, there was a very loud groaning noise from the wheel and tire area, grinding noise from the rear brakes, and engine noise that may have been due to the loping idleUpon further inspection and pursuant to the diagnosis requested and authorized by the customerThe engine oil level was found to be at least quarts low (THIS IS a OUARTSYSTEM) and was no oil showing on the indicatorFor a proper diagnosis, the engine oil level needed to be corrected before any further diagnostics could be performed, as the control systems employed in this vehicle requires the use of engine oil pressure in order to adjust the camshafts for proper operationAs is our policy, we contacted the customer and recommended an oil changeDue to the fact that over 77% of the oil capacity was not in the system, it was the most cost effective course of actionShe agreed and authorized the workOur diagnosis of the check engine light and loping/unstable idle uncovered a malfunction in the computer control circuit of the intake camshaft adjustment solenoidThe wiring proved to be intact which left the computer as the offending componentAfter speaking with the customer and being advised of her financial situation being less than desirable for providing adequate funds for the required repairs we entertained the possibility of a used computer and put together a promotional pricing index for this customer in an effort to provide the minimum of service for this vehicle to be operated in a somewhat safe manner (THE CUSTOMER WAS MADE AWARE OF THE FACT THAT THE REAR BRAKE SHOE LINING WAS COMPLETELY WORN AWAY(SEE ATTACHED IMAGE OF THE REAR BRAKE SHOE LINING) AND REFUSED TO AUTHORIZE THAT REPAIR)It was well explained that a used computer may not take the programming needed to be usable she understood and was willing to take the chanceWe ordered the computer and when it arrived we sent it to be programmed.(PLEASE FIND ATTACHED THE INVOICING AND CORRESPONDENCE FROM THE COMPANY RESPONSIBLE FOR THE PROGRAMMING)After some time during which we remained in contact with both the customer and the computer company it was determined that this unit was not going to take the programming and the alternative was to buy a new computer from the manufacturer(PLEASE FIND ATTACHED THE CORRESPONDENCE FROM THE COMPUTER COMPANY AS WELL AS ALL CORRESPONDENCE FROM US TO THE CUSTOMER)We made the customer aware of the cost for a new Computer and pursuant to our policy of requiring prepayment of all parts exceeding the cost of $especially special orders, requested payment for the computerShe refused to make payment and instead requested the return of her vehicle less the computer replacementAs the Computer purchase was a requirement for her to receive the promotional pricing we put together for her in the effort of providing most of the repairs required to make the vehicle safe to drive, we recalculated the invoice to reflect the actual repairs made as well as the actual charges for non-promotional servicing (ATTACHED PLEASE FIND THE FINAL INVOICE FOR ACTUAL REPAIRS AND PRICING)Throughout the whole process, we were in constant contact with this customer and made her completely aware of what was happening(DESPITE OUR POLICY OF NO REFUNDS AND IN ORDER TO APPEASE THIS PERSON) in the end we agreed to refund her the overpayment made to us in the amount of $by emailed invoice on February 2016(PLEASE FIND ATTACHED THE PAID INVOICE DATED 2/22/IN THE AMOUNT OF $582.60).We attempted to refund the $the morning after this customer took her car from our possession On Thursday March at 8:PM, and found the entire charge of $was reported to be UNAUTHORIZED and as such was charged back to our accountAs of the date of this writing, we have not been paid for our parts and services and are in the process of filing criminal and civil actions against this individualAs one can see from the promotional priced invoice we tried very hard (even to the point of realizing no profit on this job) to help this person because she plainly has financial problems.It is no surprise if in fact there is mechanical engine damage as when the car arrived it lacked even a minimum of required engine oil for any amount of protection to the rotating assemblyIt is our belief that it is this persons' intention to refuse payment for services rendered as she gave us no opportunity to refund her any amount and committed an act of theft by deception when the entire amount of the payment was reported as UNAUTHORIZED and not over paid, or disputed in any amount other than the entire amount of the original payment.involved with this repair or the fact that the entire amount was declared UNAUTHORIZED and removed from our account.She then goes on to say the estimated timeframe for the used computer to be programmed and installed was four daysFour business days from the of February, when we received payment would have been Monday February She states that the computer we ordered took six days to arrive, which was Monday February Precisely what we had saidThis argument has no merit.In her complaint she goes on to say it is her wish to have us buy her parts and wants to pay after they are installed in the carThat is not an option and is contrary to our policy as special order parts are not refundable for us so in the event that a customer for whatever reason did not or could not pay for the part, we would be out the cost of the customers partsIt is not unusual or unreasonable for a company to require prepayment of parts and special order itemsThis argument has no merit.In her complaint, she states that she ended up going together car and was refused a refundEven though it is our policy and within our rights to offer credit and NOT provide refunds, we agreed to process a refund and attempted to do so at the first feasible opportunity, but were prevented from doing so due to the fact that the entire amount of her payment to us was gone from our accountThis statement is a lie and this argument has no merit.She states that her car was returned not repaired and had more problems than when she dropped it offShe refused to authorize the repair and the vehicle was in much better condition upon its releaseThis statement is misleading and this argument has no merit.She states that we took her money and refused to refund her anythingThis statement is a lie.She states that she had no choice but to call [redacted] and dispute the chargeShe did not call [redacted] , it is not her card or account, and the Charge was reported UNAUTHORIZED in its entiretyWe were not afforded the opportunity to refund anything as the charge was reversedThis statement is a lie.She states that she has multiple invoices and they show differing amountsThe invoicing had to be modified due to the changes in her authorizations throughout the repair processThere was promotional pricing applied to her original invoice which later could not be honored due to the customers failure to satisfy the promotions requirementsYou cannot go to a store and buy a promotional item marked buy one of these and get one of these 90% of then return the one you bought at full price and expect to keep the 90% off item without paying the amount owed had there been no promotional pricingThis is the same thingWe said buy a computer and receive X amount off of all the other charges, she bought the computer and received the discounts, then returned the computer so to speak and expected to still receive the discounts for all the other thingsThis statement is misleading and is of no consequence.She states she feels taken advantage ofWe have done nothing wrong, went far above and beyond what was required of us and in the end had our goods and services stolen from us.PA CODE TITLE CAHPTERSUBCHAPTER BSECTION 3926(a)(1) Reads as follows: STheft of services.(a) Acquisition of services.--(1) A person is guilty of theft if he intentionally obtains services for himself or for another which he knows are available only for compensation, by deception or threat, by altering or tampering with the public utility meter or measuring device by which such services are delivered or by causing or permitting such altering or tampering, by making or maintaining any unauthorized connection, whether physically, electrically or inductively, to a distribution or transmission line, by attaching or maintaining the attachment of any unauthorized device to any cable, wire or other component of an electric, telephone or cable television system or to a television receiving set connected to a cable television system, by making or maintaining any unauthorized modification or alteration to any device installed by a cable television system, or bytoken or other trick or artifice to avoid payment for the service.This concludes our responseThank you for this opportunity.Truly,Joseph BR

Monday 21, 2016Dear *** ***:I received a letter advising us of a complaint received by your office on Thursday March 2016, and asking for our responseThe complaint has an ID of ***.I would like to say that I am extremely happy to have this opportunity to record this matter in the public eye.I will start with a background comment that will outline the foundation of our procedural operations concerning our commitment to providing our customers with an un-matched level of outstanding service in our industry.It is our interest to provide our customers with fully informed diagnostic and repair services while doing our best to align the required services with the available funds each customer has on handThat being said, it is also our policy to NOT refund cash or charge, and instead to provide credit for future labor should that need ever arise (in our near ten years of being in business we have NEVER had an instance requiring the need to provide a credit as we have an excellent record of complete and total customersatisfaction)This policy is within our rights and posted prominently in our office for all to plainly see.Getting to the matter at hand*** *** came into our office on February 19, She asked us specifically to diagnose ONLY the check engine light and an unstable idle condition on her *** *** with a public VIN number of ***We prepared an estimate/Invoice for this diagnostic work which she authorized by signing the bottom of said paperwork.Upon pulling the vehicle into the service area our technician noted this vehicle being in an obvious and total state of disrepairAmong other things, there was a very loud groaning noise from the wheel and tire area, grinding noise from the rear brakes, and engine noise that may have been due to the loping idleUpon further inspection and pursuant to the diagnosis requested and authorized by the customerThe engine oil level was found to be at least quarts low (THIS IS a OUARTSYSTEM) and was no oil showing on the indicatorFor a proper diagnosis, the engine oil level needed to be corrected before any further diagnostics could be performed, as the control systems employed in this vehicle requires the use of engine oil pressure in order to adjust the camshafts for proper operationAs is our policy, we contacted the customer and recommended an oil changeDue to the fact that over 77% of the oil capacity was not in the system, it was the most cost effective course of actionShe agreed and authorized the workOur diagnosis of the check engine light and loping/unstable idle uncovered a malfunction in the computer control circuit of the intake camshaft adjustment solenoidThe wiring proved to be intact which left the computer as the offending componentAfter speaking with the customer and being advised of her financial situation being less than desirable for providing adequate funds for the required repairs we entertained the possibility of a used computer and put together a promotional pricing index for this customer in an effort to provide the minimum of service for this vehicle to be operated in a somewhat safe manner (THE CUSTOMER WAS MADE AWARE OF THE FACT THAT THE REAR BRAKE SHOE LINING WAS COMPLETELY WORN AWAY(SEE ATTACHED IMAGE OF THE REAR BRAKE SHOE LINING) AND REFUSED TO AUTHORIZE THAT REPAIR)It was well explained that a used computer may not take the programming needed to be usable she understood and was willing to take the chanceWe ordered the computer and when it arrived we sent it to be programmed.(PLEASE FIND ATTACHED THE INVOICING AND CORRESPONDENCE FROM THE COMPANY RESPONSIBLE FOR THE PROGRAMMING)After some time during which we remained in contact with both the customer and the computer company it was determined that this unit was not going to take the programming and the alternative was to buy a new computer from the manufacturer(PLEASE FIND ATTACHED THE CORRESPONDENCE FROM THE COMPUTER COMPANY AS WELL AS ALL CORRESPONDENCE FROM US TO THE CUSTOMER)We made the customer aware of the cost for a new Computer and pursuant to our policy of requiring prepayment of all parts exceeding the cost of $especially special orders, requested payment for the computerShe refused to make payment and instead requested the return of her vehicle less the computer replacementAs the Computer purchase was a requirement for her to receive the promotional pricing we put together for her in the effort of providing most of the repairs required to make the vehicle safe to drive, we recalculated the invoice to reflect the actual repairs made as well as the actual charges for non-promotional servicing (ATTACHED PLEASE FIND THE FINAL INVOICE FOR ACTUAL REPAIRS AND PRICING)Throughout the whole process, we were in constant contact with this customer and made her completely aware of what was happening(DESPITE OUR POLICY OF NO REFUNDS AND IN ORDER TO APPEASE THIS PERSON) in the end we agreed to refund her the overpayment made to us in the amount of $by emailed invoice on February 2016(PLEASE FIND ATTACHED THE PAID INVOICE DATED 2/22/IN THE AMOUNT OF $582.60).We attempted to refund the $the morning after this customer took her car from our possession On Thursday March at 8:PM, and found the entire charge of $was reported to be UNAUTHORIZED and as such was charged back to our accountAs of the date of this writing, we have not been paid for our parts and services and are in the process of filing criminal and civil actions against this individualAs one can see from the promotional priced invoice we tried very hard (even to the point of realizing no profit on this job) to help this person because she plainly has financial problems.It is no surprise if in fact there is mechanical engine damage as when the car arrived it lacked even a minimum of required engine oil for any amount of protection to the rotating assemblyIt is our belief that it is this persons' intention to refuse payment for services rendered as she gave us no opportunity to refund her any amount and committed an act of theft by deception when the entire amount of the payment was reported as UNAUTHORIZED and not over paid, or disputed in any amount other than the entire amount of the original payment.involved with this repair or the fact that the entire amount was declared UNAUTHORIZED and removed from our account.She then goes on to say the estimated timeframe for the used computer to be programmed and installed was four daysFour business days from the of February, when we received payment would have been Monday February She states that the computer we ordered took six days to arrive, which was Monday February Precisely what we had saidThis argument has no merit.In her complaint she goes on to say it is her wish to have us buy her parts and wants to pay after they are installed in the carThat is not an option and is contrary to our policy as special order parts are not refundable for us so in the event that a customer for whatever reason did not or could not pay for the part, we would be out the cost of the customers partsIt is not unusual or unreasonable for a company to require prepayment of parts and special order itemsThis argument has no merit.In her complaint, she states that she ended up going together car and was refused a refundEven though it is our policy and within our rights to offer credit and NOT provide refunds, we agreed to process a refund and attempted to do so at the first feasible opportunity, but were prevented from doing so due to the fact that the entire amount of her payment to us was gone from our accountThis statement is a lie and this argument has no merit.She states that her car was returned not repaired and had more problems than when she dropped it offShe refused to authorize the repair and the vehicle was in much better condition upon its releaseThis statement is misleading and this argument has no merit.She states that we took her money and refused to refund her anythingThis statement is a lie.She states that she had no choice but to call *** *** and dispute the chargeShe did not call *** ***, it is not her card or account, and the Charge was reported UNAUTHORIZED in its entiretyWe were not afforded the opportunity to refund anything as the charge was reversedThis statement is a lie.She states that she has multiple invoices and they show differing amountsThe invoicing had to be modified due to the changes in her authorizations throughout the repair processThere was promotional pricing applied to her original invoice which later could not be honored due to the customers failure to satisfy the promotions requirementsYou cannot go to a store and buy a promotional item marked buy one of these and get one of these 90% of then return the one you bought at full price and expect to keep the 90% off item without paying the amount owed had there been no promotional pricingThis is the same thingWe said buy a computer and receive X amount off of all the other charges, she bought the computer and received the discounts, then returned the computer so to speak and expected to still receive the discounts for all the other thingsThis statement is misleading and is of no consequence.She states she feels taken advantage ofWe have done nothing wrong, went far above and beyond what was required of us and in the end had our goods and services stolen from us.PA CODE TITLE CAHPTERSUBCHAPTER BSECTION 3926(a)(1) Reads as follows: STheft of services.(a) Acquisition of services.--(1) A person is guilty of theft if he intentionally obtains services for himself or for another which he knows are available only for compensation, by deception or threat, by altering or tampering with the public utility meter or measuring device by which such services are delivered or by causing or permitting such altering or tampering, by making or maintaining any unauthorized connection, whether physically, electrically or inductively, to a distribution or transmission line, by attaching or maintaining the attachment of any unauthorized device to any cable, wire or other component of an electric, telephone or cable television system or to a television receiving set connected to a cable television system, by making or maintaining any unauthorized modification or alteration to any device installed by a cable television system, or bytoken or other trick or artifice to avoid payment for the service.This concludes our responseThank you for this opportunity.Truly,Joseph BR

Monday 21, 2016Dear [redacted]:I received a letter advising us of a complaint received by your office on Thursday March 10 2016, and asking for our response. The complaint has an ID of [redacted].I would like to say that I am extremely happy to have this opportunity to record this matter in the public eye.I will start with a background comment that will outline the foundation of our procedural operations concerning our commitment to providing our customers with an un-matched level of outstanding service in our industry.It is our interest to provide our customers with fully informed diagnostic and repair services while doing our best to align the required services with the available funds each customer has on hand. That being said, it is also our policy to NOT refund cash or charge, and instead to provide credit for future labor should that need ever arise (in our near ten years of being in business we have NEVER had an instance requiring the need to provide a credit as we have an excellent record of complete and total customersatisfaction). This policy is within our rights and posted prominently in our office for all to plainly see.Getting to the matter at hand. [redacted] came into our office on February 19, 2016. She asked us specifically to diagnose ONLY the check engine light and an unstable idle condition on her 2010 [redacted] with a public VIN number of [redacted]. We prepared an estimate/Invoice for this diagnostic work which she authorized by signing the bottom of said paperwork.Upon pulling the vehicle into the service area our technician noted this vehicle being in an obvious and total state of disrepair. Among other things, there was a very loud groaning noise from the wheel and tire area, grinding noise from the rear brakes, and engine noise that may have been due to the loping idle. Upon further inspection and pursuant to the diagnosis requested and authorized by the customer. The engine oil level was found to be at least 3.5 quarts low (THIS IS a 4.5 OUARTSYSTEM) and was no oil showing on the indicator. For a proper diagnosis, the engine oil level needed to be corrected before any further diagnostics could be performed, as the control systems employed in this vehicle requires the use of engine oil pressure in order to adjust the camshafts for proper operation. As is our policy, we contacted the customer and recommended an oil change. Due to the fact that over 77% of the oil capacity was not in the system, it was the most cost effective course of action. She agreed and authorized the work. Our diagnosis of the check engine light and loping/unstable idle uncovered a malfunction in the computer control circuit of the intake camshaft adjustment solenoid. The wiring proved to be intact which left the computer as the offending component. After speaking with the customer and being advised of her financial situation being less than desirable for providing adequate funds for the required repairs we entertained the possibility of a used computer and put together a promotional pricing index for this customer in an effort to provide the minimum of service for this vehicle to be operated in a somewhat safe manner (THE CUSTOMER WAS MADE AWARE OF THE FACT THAT THE REAR BRAKE SHOE LINING WAS COMPLETELY WORN AWAY(SEE ATTACHED IMAGE OF THE REAR BRAKE SHOE LINING) AND REFUSED TO AUTHORIZE THAT REPAIR). It was well explained that a used computer may not take the programming needed to be usable she understood and was willing to take the chance. We ordered the computer and when it arrived we sent it to be programmed.(PLEASE FIND ATTACHED THE INVOICING AND CORRESPONDENCE FROM THE COMPANY RESPONSIBLE FOR THE PROGRAMMING)After some time during which we remained in contact with both the customer and the computer company it was determined that this unit was not going to take the programming and the alternative was to buy a new computer from the manufacturer. (PLEASE FIND ATTACHED THE CORRESPONDENCE FROM THE COMPUTER COMPANY AS WELL AS ALL CORRESPONDENCE FROM US TO THE CUSTOMER). We made the customer aware of the cost for a new Computer and pursuant to our policy of requiring prepayment of all parts exceeding the cost of $100.00 especially special orders, requested payment for the computer. She refused to make payment and instead requested the return of her vehicle less the computer replacement. As the Computer purchase was a requirement for her to receive the promotional pricing we put together for her in the effort of providing most of the repairs required to make the vehicle safe to drive, we recalculated the invoice to reflect the actual repairs made as well as the actual charges for non-promotional servicing (ATTACHED PLEASE FIND THE FINAL INVOICE FOR ACTUAL REPAIRS AND PRICING). Throughout the whole process, we were in constant contact with this customer and made her completely aware of what was happening. (DESPITE OUR POLICY OF NO REFUNDS AND IN ORDER TO APPEASE THIS PERSON) in the end we agreed to refund her the overpayment made to us in the amount of $176.16 by emailed invoice on February 22 2016(PLEASE FIND ATTACHED THE PAID INVOICE DATED 2/22/2016 IN THE AMOUNT OF $582.60).We attempted to refund the $176.16 the morning after this customer took her car from our possession On Thursday March 10 2016 at 8:30 PM, and found the entire charge of $582.60 was reported to be UNAUTHORIZED and as such was charged back to our account. As of the date of this writing, we have not been paid for our parts and services and are in the process of filing criminal and civil actions against this individual. As one can see from the promotional priced invoice we tried very hard (even to the point of realizing no profit on this job) to help this person because she plainly has financial problems.It is no surprise if in fact there is mechanical engine damage as when the car arrived it lacked even a minimum of required engine oil for any amount of protection to the rotating assembly. It is our belief that it is this persons' intention to refuse payment for services rendered as she gave us no opportunity to refund her any amount and committed an act of theft by deception when the entire amount of the payment was reported as UNAUTHORIZED and not over paid, or disputed in any amount other than the entire amount of the original payment.involved with this repair or the fact that the entire amount was declared UNAUTHORIZED and removed from our account.She then goes on to say the estimated timeframe for the used computer to be programmed and installed was four days. Four business days from the 23 of February, when we received payment would have been Monday February 29 2016. She states that the computer we ordered took six days to arrive, which was Monday February 29 2016. Precisely what we had said. This argument has no merit.In her complaint she goes on to say it is her wish to have us buy her parts and wants to pay after they are installed in the car. That is not an option and is contrary to our policy as special order parts are not refundable for us so in the event that a customer for whatever reason did not or could not pay for the part, we would be out the cost of the customers parts. It is not unusual or unreasonable for a company to require prepayment of parts and special order items. This argument has no merit.In her complaint, she states that she ended up going together car and was refused a refund. Even though it is our policy and within our rights to offer credit and NOT provide refunds, we agreed to process a refund and attempted to do so at the first feasible opportunity, but were prevented from doing so due to the fact that the entire amount of her payment to us was gone from our account. This statement is a lie and this argument has no merit.She states that her car was returned not repaired and had more problems than when she dropped it off. She refused to authorize the repair and the vehicle was in much better condition upon its release. This statement is misleading and this argument has no merit.She states that we took her money and refused to refund her anything. This statement is a lie.She states that she had no choice but to call [redacted] and dispute the charge. She did not call [redacted], it is not her card or account, and the Charge was reported UNAUTHORIZED in its entirety. We were not afforded the opportunity to refund anything as the charge was reversed. This statement is a lie.She states that she has multiple invoices and they show differing amounts. The invoicing had to be modified due to the changes in her authorizations throughout the repair process. There was promotional pricing applied to her original invoice which later could not be honored due to the customers failure to satisfy the promotions requirements. You cannot go to a store and buy a promotional item marked buy one of these and get one of these 90% of then return the one you bought at full price and expect to keep the 90% off item without paying the amount owed had there been no promotional pricing. This is the same thing. We said buy a computer and receive X amount off of all the other charges, she bought the computer and received the discounts, then returned the computer so to speak and expected to still receive the discounts for all the other things. This statement is misleading and is of no consequence.She states she feels taken advantage of. We have done nothing wrong, went far above and beyond what was required of us and in the end had our goods and services stolen from us.PA CODE TITLE 18 CAHPTER39 SUBCHAPTER BSECTION 3926(a)(1) Reads as follows: S3926. Theft of services.(a) Acquisition of services.--(1) A person is guilty of theft if he intentionally obtains services for himself or for another which he knows are available only for compensation, by deception or threat, by altering or tampering with the public utility meter or measuring device by which such services are delivered or by causing or permitting such altering or tampering, by making or maintaining any unauthorized connection, whether physically, electrically or inductively, to a distribution or transmission line, by attaching or maintaining the attachment of any unauthorized device to any cable, wire or other component of an electric, telephone or cable television system or to a television receiving set connected to a cable television system, by making or maintaining any unauthorized modification or alteration to any device installed by a cable television system, or byfalse token or other trick or artifice to avoid payment for the service.This concludes our response. Thank you for this opportunity.Truly,Joseph B. R.

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Address: 1711 Butler Street, Easton, Pennsylvania, United States, 18042

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