JMS Automotive Volvo

RE: Response to Case No [redacted] [redacted] On Tuesday May, 5th Mr [redacted] 's [redacted] was at our shopAfter discussing several issues with Mr [redacted] , we agreed to remove the door panel and diagnose the problem with the passenger window at a cost of $ The technician noted on the original shop ticket that there was existing damage to the passenger door panelThe technician found the window regulator broken and we gave Mr [redacted] a below market price for the installation of a new window regulatorMr [redacted] accepted the priceMr [redacted] states that when he got the car back that the window worked proper1yThe proper1y installed and functioning passenger window regulator was the entire job that we did for Mr [redacted] The driver's door panel Mr [redacted] claims we tore, he admitted was already torn and damagedAt the time Mr [redacted] was saying we tore it moreThe technician who drove his car into the shop is very familiar with this problem on a car of this ageHe also noticed that so much of the door panel was missing that someone drilled a hole through the panel and installed a rope to use as a door handleAs I noted ear1ier, the technician noted that there was existing damage to the passenger door panel which included the switch console trim pieceI (Sean M [redacted] ) am the person that Mr [redacted] refers to as the manager at the deskNeither I, nor anyone else here heard or knows what Mr [redacted] is talking about when he states how his income level was treated, however, I did hear Mr [redacted] 's statement about the treatment of his carThis brings me to what Mr [redacted] refers to as his mechanic"His mechanic" has been working on Volvos exclusively for over years and has an unequaled reputation for quality and integrity in the Richmond areaPeople in business and customers as well should both conduct themselves with some level of respect and etiquette; when Mr [redacted] came back to the shop to voice his complaint he brought neitherHe essentially called "his mechanic" a liar and accused him of treating his older Volvo differently than if it were a newer one, thereby attacking his integrityIf you are going to use this approach to resolve issues, I assure you that your success rate will be lowolvo AND MORE "His mechanic" never called his car junk but did essentially tell him that when these cars are years old they can have a great deal of issuesHe did emphatically state that we did not do any additional damage to the car as it was presented to usHe did agree to replace the trim piece on the passenger door only to appease Mr [redacted] , not as an admission of any wrongdoingAt this point, I told Mr [redacted] I would try to locate the trim piece and to come up with a resolutionThe next day I contacted someone with a fair amount of used older Volvo parts that are not available from VolvoWe drove to the other side of town to see if he had the trim part and any used Volvo door panelsWe thought we found two door panels priced at $each (the going price if you can find them) but they were not Mr [redacted] 's modelI called Mr [redacted] to let him know to stop by and it was over a week before I heard back from himWhen he eventually returned, we installed the trim piece and it was at this time Mr [redacted] brought up that the window did not always work (go up and down)He was told it was working now but the issue was most likely a switch problem not uncommon for a car this ageHe was NOT told he had an electrical issueI told Mr [redacted] that I had tried to find the door panels but could not and if he had any idea on how to resolve his issue, he stated he would like a reduction in the price of the bill ; and though we did not cause any additional damage to his door panel , we offered the $it would have cost to buy the door panel if it could be locatedHe declined that offer; I said ok and that if we ran across a door panel in the future I would let him knowJMS Volvo maintains that we in no way caused further damage to Mr [redacted] 's car, we went to great lengths to remedy the situation as we saw was applicable, although we vehemently deny any wrongdoingMr [redacted] 's assertion that first we did nothing to keep our customer base happy is incorrect as we went above and beyond and second his remedy for the situation would be to have all the money paid for the repair returned to him is not amicableSincerely, JMS AUTOMOTIVE

RE: Response to Case No [redacted] [redacted] On Tuesday May, 5th Mr [redacted] 's [redacted] was at our shopAfter discussing several issues with Mr [redacted] , we agreed to remove the door panel and diagnose the problem with the passenger window at a cost of $The technician noted on the original shop ticket that there was existing damage to the passenger door panelThe technician found the window regulator broken and we gave Mr [redacted] a below market price for the installation of a new window regulatorMr [redacted] accepted the priceMr [redacted] states that when he got the car back that the window worked proper1yThe proper1y installed and functioning passenger window regulator was the entire job that we did for Mr [redacted] The driver's door panel Mr [redacted] claims we tore, he admitted was already torn and damagedAt the time Mr [redacted] was saying we tore it moreThe technician who drove his car into the shop is very familiar with this problem on a car of this ageHe also noticed that so much of the door panel was missing that someone drilled a hole through the panel and installed a rope to use as a door handleAs I noted ear1ier, the technician noted that there was existing damage to the passenger door panel which included the switch console trim pieceI (Sean M [redacted] ) am the person that Mr [redacted] refers to as the manager at the deskNeither I, nor anyone else here heard or knows what Mr [redacted] is talking about when he states how his income level was treated, however, I did hear Mr [redacted] 's statement about the treatment of his carThis brings me to what Mr [redacted] refers to as his mechanic"His mechanic" has been working on Volvos exclusively for over years and has an unequaled reputation for quality and integrity in the Richmond areaPeople in business and customers as well should both conduct themselves with some level of respect and etiquette; when Mr [redacted] came back to the shop to voice his complaint he brought neitherHe essentially called "his mechanic" a liar and accused him of treating his older Volvo differently than if it were a newer one, thereby attacking his integrityIf you are going to use this approach to resolve issues, I assure you that your success rate will be lowolvo AND MORE "His mechanic" never called his car junk but did essentially tell him that when these cars are years old they can have a great deal of issuesHe did emphatically state that we did not do any additional damage to the car as it was presented to usHe did agree to replace the trim piece on the passenger door only to appease Mr [redacted] , not as an admission of any wrongdoingAt this point, I told Mr [redacted] I would try to locate the trim piece and to come up with a resolutionThe next day I contacted someone with a fair amount of used older Volvo parts that are not available from VolvoWe drove to the other side of town to see if he had the trim part and any used Volvo door panelsWe thought we found two door panels priced at $each (the going price if you can find them) but they were not Mr [redacted] 's modelI called Mr [redacted] to let him know to stop by and it was over a week before I heard back from himWhen he eventually returned, we installed the trim piece and it was at this time Mr [redacted] brought up that the window did not always work (go up and down)He was told it was working now but the issue was most likely a switch problem not uncommon for a car this ageHe was NOT told he had an electrical issueI told Mr [redacted] that I had tried to find the door panels but could not and if he had any idea on how to resolve his issue, he stated he would like a reduction in the price of the bill ; and though we did not cause any additional damage to his door panel , we offered the $it would have cost to buy the door panel if it could be locatedHe declined that offer; I said ok and that if we ran across a door panel in the future I would let him knowJMS Volvo maintains that we in no way caused further damage to Mr [redacted] 's car, we went to great lengths to remedy the situation as we saw was applicable, although we vehemently deny any wrongdoingMr [redacted] 's assertion that first we did nothing to keep our customer base happy is incorrect as we went above and beyond and second his remedy for the situation would be to have all the money paid for the repair returned to him is not amicableSincerely, JMS AUTOMOTIVE

RE: Response to Case No. [redacted] On Tuesday May, 5th Mr. [redacted]'s [redacted] was at our shop. After...

discussing several issues with Mr. [redacted], we agreed to remove the door panel and diagnose the problem with the passenger window at a cost of $89.50. The technician noted on the original shop ticket that there was existing damage to the passenger door panel. The technician found the window regulator broken and we gave Mr. [redacted] a below market price for the installation of a new window regulator. Mr. [redacted] accepted the price. Mr. [redacted] states that when he got the car back that the window worked proper1y. The proper1y installed and functioning passenger window regulator was the entire job that we did for Mr. [redacted]. The driver's door panel Mr. [redacted] claims we tore, he admitted was already torn and damaged. At the time Mr. [redacted] was saying we tore it more. The technician who drove his car into the shop is very familiar with this problem on a car of this age. He also noticed that so much of the door panel was missing that someone drilled a hole through the panel and installed a rope to use as a door handle. As I noted ear1ier, the technician noted that there was existing damage to the passenger door panel which included the switch console trim piece. I (Sean M[redacted]) am the person that Mr. [redacted] refers to as the manager at the desk. Neither I, nor anyone else here heard or knows what Mr. [redacted] is talking about when he states how his income level was treated, however, I did hear Mr. [redacted]'s statement about the treatment of his car. This brings me to what Mr. [redacted] refers to as his mechanic. "His mechanic" has been working on Volvos exclusively for over 28 years and has an unequaled reputation for quality and integrity in the Richmond area. People in business and customers as well should both conduct themselves with some level of respect and etiquette; when Mr. [redacted] came back to the shop to voice his complaint he brought neither. He essentially called "his mechanic" a liar and accused him of treating his older Volvo differently than if it were a newer one, thereby attacking his integrity. If you are going to use this approach to resolve issues, I assure you that your success rate will be low. olvo AND MORE "His mechanic" never called his car junk but did essentially tell him that when these cars are 28 years old they can have a great deal of issues. He did emphatically state that we did not do any additional damage to the car as it was presented to us. He did agree to replace the trim piece on the passenger door only to appease Mr. [redacted], not as an admission of any wrongdoing. At this point, I told Mr. [redacted] I would try to locate the trim piece and to come up with a resolution. The next day I contacted someone with a fair amount of used older Volvo parts that are not available from Volvo. We drove to the other side of town to see if he had the trim part and any used Volvo door panels. We thought we found two door panels priced at $20.00 each (the going price if you can find them) but they were not Mr. [redacted]'s model. I called Mr. [redacted] to let him know to stop by and it was over a week before I heard back from him. When he eventually returned, we installed the trim piece and it was at this time Mr. [redacted] brought up that the window did not always work (go up and down). He was told it was working now but the issue was most likely a switch problem not uncommon for a car this age. He was NOT told he had an electrical issue. I told Mr. [redacted] that I had tried to find the door panels but could not and if he had any idea on how to resolve his issue, he stated he would like a reduction in the price of the bill ; and though we did not cause any additional damage to his door panel , we offered the $20.00 it would have cost to buy the door panel if it could be located. He declined that offer; I said ok and that if we ran across a door panel in the future I would let him know. JMS Volvo maintains that we in no way caused further damage to Mr. [redacted]'s car, we went to great lengths to remedy the situation as we saw was applicable, although we vehemently deny any wrongdoing. Mr. [redacted]'s assertion that first we did nothing to keep our customer base happy is incorrect as we went above and beyond and second his remedy for the situation would be to have all the money paid for the repair returned to him is not amicable. Sincerely, JMS AUTOMOTIVE

RE: Response to Case No. [redacted] On Tuesday May, 5th Mr. [redacted]'s [redacted] was at our shop. After discussing several issues with Mr. [redacted], we agreed to remove the door panel and diagnose the problem with the passenger window at a cost of $89.50....

The technician noted on the original shop ticket that there was existing damage to the passenger door panel. The technician found the window regulator broken and we gave Mr. [redacted] a below market price for the installation of a new window regulator. Mr. [redacted] accepted the price. Mr. [redacted] states that when he got the car back that the window worked proper1y. The proper1y installed and functioning passenger window regulator was the entire job that we did for Mr. [redacted]. The driver's door panel Mr. [redacted] claims we tore, he admitted was already torn and damaged. At the time Mr. [redacted] was saying we tore it more. The technician who drove his car into the shop is very familiar with this problem on a car of this age. He also noticed that so much of the door panel was missing that someone drilled a hole through the panel and installed a rope to use as a door handle. As I noted ear1ier, the technician noted that there was existing damage to the passenger door panel which included the switch console trim piece. I (Sean M[redacted]) am the person that Mr. [redacted] refers to as the manager at the desk. Neither I, nor anyone else here heard or knows what Mr. [redacted] is talking about when he states how his income level was treated, however, I did hear Mr. [redacted]'s statement about the treatment of his car. This brings me to what Mr. [redacted] refers to as his mechanic. "His mechanic" has been working on Volvos exclusively for over 28 years and has an unequaled reputation for quality and integrity in the Richmond area. People in business and customers as well should both conduct themselves with some level of respect and etiquette; when Mr. [redacted] came back to the shop to voice his complaint he brought neither. He essentially called "his mechanic" a liar and accused him of treating his older Volvo differently than if it were a newer one, thereby attacking his integrity. If you are going to use this approach to resolve issues, I assure you that your success rate will be low. olvo AND MORE "His mechanic" never called his car junk but did essentially tell him that when these cars are 28 years old they can have a great deal of issues. He did emphatically state that we did not do any additional damage to the car as it was presented to us. He did agree to replace the trim piece on the passenger door only to appease Mr. [redacted], not as an admission of any wrongdoing. At this point, I told Mr. [redacted] I would try to locate the trim piece and to come up with a resolution. The next day I contacted someone with a fair amount of used older Volvo parts that are not available from Volvo. We drove to the other side of town to see if he had the trim part and any used Volvo door panels. We thought we found two door panels priced at $20.00 each (the going price if you can find them) but they were not Mr. [redacted]'s model. I called Mr. [redacted] to let him know to stop by and it was over a week before I heard back from him. When he eventually returned, we installed the trim piece and it was at this time Mr. [redacted] brought up that the window did not always work (go up and down). He was told it was working now but the issue was most likely a switch problem not uncommon for a car this age. He was NOT told he had an electrical issue. I told Mr. [redacted] that I had tried to find the door panels but could not and if he had any idea on how to resolve his issue, he stated he would like a reduction in the price of the bill ; and though we did not cause any additional damage to his door panel , we offered the $20.00 it would have cost to buy the door panel if it could be located. He declined that offer; I said ok and that if we ran across a door panel in the future I would let him know. JMS Volvo maintains that we in no way caused further damage to Mr. [redacted]'s car, we went to great lengths to remedy the situation as we saw was applicable, although we vehemently deny any wrongdoing. Mr. [redacted]'s assertion that first we did nothing to keep our customer base happy is incorrect as we went above and beyond and second his remedy for the situation would be to have all the money paid for the repair returned to him is not amicable. Sincerely, JMS AUTOMOTIVE

Review: I brought in my used Volvo to have my window repaired, as it would not open/close properly. When I got the car back from JMS, the window worked properly, but they had torn up my driver door panel, which admittedly did not have a handle, and tore off the old switch console housing on the passenger side, so that the console was now hanging loose in the door. I contacted them and told them I was not happy with the way that my car, regardless of its previous condition, or my income level, was treated. The (manager?) at the desk I had been dealing with the whole time was amiable enough, but his mechanic seemed hot-headed and insulted that I deemed to complain about anything, arguing basically that my car was junk and this is what happens when you repair junk, and denied tearing my driver-door panel. After arguing back and forth for a while, the mechanic agreed to replace the console housing for the passenger window, held firm on the driver door issue and left. The manager asked what we could do about the driver door panel to make me happy, I told him refunding some of my money, he said he wouldn't give me more than $20 for it, which I told him to keep. Finally I told him the only way I would be happy without a refund would be to have him find a replacement door panel for me. They have made no attempt to contact me since. Also, the passenger window started sticking a few days after I got the car back, and will not always roll down/up without strain/help. They told me it must be an electrical issue, nothing to do with them. I paid them way too much money to half-a** a repair job, tear up my car, argue with me, and not try to make it right. The one attempt they made was to order and install a cheap piece of plastic for the passenger window.Desired Settlement: I would like them to give me my money back, as my original problem is not fixed, my car is worse for wear, and I had to fight and argue with them for things that shouldn't take a second thought to keep a customer base.

Business

Response:

RE: Response to Case No. [redacted] On Tuesday May, 5th Mr. [redacted]'s [redacted] was at our shop. After discussing several issues with Mr. [redacted], we agreed to remove the door panel and diagnose the problem with the passenger window at a cost of $89.50. The technician noted on the original shop ticket that there was existing damage to the passenger door panel. The technician found the window regulator broken and we gave Mr. [redacted] a below market price for the installation of a new window regulator. Mr. [redacted] accepted the price. Mr. [redacted] states that when he got the car back that the window worked proper1y. The proper1y installed and functioning passenger window regulator was the entire job that we did for Mr. [redacted]. The driver's door panel Mr. [redacted] claims we tore, he admitted was already torn and damaged. At the time Mr. [redacted] was saying we tore it more. The technician who drove his car into the shop is very familiar with this problem on a car of this age. He also noticed that so much of the door panel was missing that someone drilled a hole through the panel and installed a rope to use as a door handle. As I noted ear1ier, the technician noted that there was existing damage to the passenger door panel which included the switch console trim piece. I (Sean M[redacted]) am the person that Mr. [redacted] refers to as the manager at the desk. Neither I, nor anyone else here heard or knows what Mr. [redacted] is talking about when he states how his income level was treated, however, I did hear Mr. [redacted]'s statement about the treatment of his car. This brings me to what Mr. [redacted] refers to as his mechanic. "His mechanic" has been working on Volvos exclusively for over 28 years and has an unequaled reputation for quality and integrity in the Richmond area. People in business and customers as well should both conduct themselves with some level of respect and etiquette; when Mr. [redacted] came back to the shop to voice his complaint he brought neither. He essentially called "his mechanic" a liar and accused him of treating his older Volvo differently than if it were a newer one, thereby attacking his integrity. If you are going to use this approach to resolve issues, I assure you that your success rate will be low. olvo AND MORE "His mechanic" never called his car junk but did essentially tell him that when these cars are 28 years old they can have a great deal of issues. He did emphatically state that we did not do any additional damage to the car as it was presented to us. He did agree to replace the trim piece on the passenger door only to appease Mr. [redacted], not as an admission of any wrongdoing. At this point, I told Mr. [redacted] I would try to locate the trim piece and to come up with a resolution. The next day I contacted someone with a fair amount of used older Volvo parts that are not available from Volvo. We drove to the other side of town to see if he had the trim part and any used Volvo door panels. We thought we found two door panels priced at $20.00 each (the going price if you can find them) but they were not Mr. [redacted]'s model. I called Mr. [redacted] to let him know to stop by and it was over a week before I heard back from him. When he eventually returned, we installed the trim piece and it was at this time Mr. [redacted] brought up that the window did not always work (go up and down). He was told it was working now but the issue was most likely a switch problem not uncommon for a car this age. He was NOT told he had an electrical issue. I told Mr. [redacted] that I had tried to find the door panels but could not and if he had any idea on how to resolve his issue, he stated he would like a reduction in the price of the bill ; and though we did not cause any additional damage to his door panel , we offered the $20.00 it would have cost to buy the door panel if it could be located. He declined that offer; I said ok and that if we ran across a door panel in the future I would let him know. JMS Volvo maintains that we in no way caused further damage to Mr. [redacted]'s car, we went to great lengths to remedy the situation as we saw was applicable, although we vehemently deny any wrongdoing. Mr. [redacted]'s assertion that first we did nothing to keep our customer base happy is incorrect as we went above and beyond and second his remedy for the situation would be to have all the money paid for the repair returned to him is not amicable. Sincerely, JMS AUTOMOTIVE