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John G. Sales and Service

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John G. Sales and Service Reviews (2)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I've explained in very clear detail what happened on March 16th, 2017. If you did not receive the whole complaint because it was very lengthy, then please let me know. (I have a feeling it did not all fit into the text box). Everything that John wrote in his letter is correct up to the point where he said "We had no way of knowing this before replacing the broken radiator." After this incident I contacted two replicable mechanics in the Lehigh Valley who proceeded to tell me that I should have received a diagnostic report showing me that is was indeed the head gasket that needed to be replaced. They both also told me John G. Sales and Service should have hooked a machine up to my car to diagnose it instead of assuming it was my radiator. Plus the rust color that was indeed leaking was very clear indication that it was the gaskets. John also mentioned in his reply that "this car showed signs of neglect, and lack of overall service and maintenance." "This car had evidence of an overheating problem for a long time." I've owned the car in question for 5 months since October of 2016, before it gave me any indication that it had overheating or radiator issues.I do believe John & his employees are responsible for refunding me the amount charged for my radiator of $348.90. They clearly had resources they could of used to diagnose my car better then what they performed to do. The reason why it took so long to make this complaint was because I thought of going to small claims court until someone mentioned to write a complaint to the Revdex.com. I also kept hold of the car for 3 months after this occurred because I wanted John & his employees to fix it instead of refunding my money back. I was pregnant and due any day when this happened and I had to sacrifice paying my rent to buy another used car. 
Regards,
[redacted]

August 5, 2017To [redacted],On Saturday, August 5th, 2017,1 received a letter from you in regards to a complaint that has been filed against my business, John G. Sales & Service of Easton, Pennsylvania. In the letter it states, “we have made multiple attempts to contact you in regards to this...

complaint, but still have received no response from you.” I have not received any other letters or phone calls in regards to this matter other than the one that I have in my hand from you which is dated that is was written on Wednesday, August 2nd, 2017. As I stated earlier, the letter in which you addressed to me arrived on Saturday, August 5th, 2017, which did not provide me adequate time to reply. I, as a fair, honest individual and businessman would have been more than compliant to respond to to your outreaches you spoke of if I had received them.  With that being said, I am replying to the letter I received from you. The complaint ID is [redacted].The vehicle in question, owned by [redacted], was brought to us because of a coolant leak. The radiator was unquestionably leaking, and our skilled technicians could very obviously see that the part was severely rotted out. The state of the radiator was more than enough evidence to prove that the radiator had been in poor condition for a long period of time, and had probably never been maintained previously. The overall condition of this car was atrocious. The vehicle showed obvious signs of neglect, and lack of overall service and maintenance. We diagnosed the problem as a radiator leak. Radiator leaks are repaired by replacing the radiator with a new one. We then contacted the customer, who then gave us the “okay" to replace the radiator based on our examination. Replacing the radiator stopped the leak, which was the original complaint and reason why the vehicle was brought to us for service. This car had evidence of an overheating problem for a long time as was noted by the condition of the radiator. Based on our examination, the car had been driven while overheating for a long time, and not maintained. This overheating had contributed to the failure of the head gasket which caused massive pressure build up in the cooling system (i.e. radiator) which caused the lower radiator hose to blow off.  We had no way of knowing this before replacing the broken radiator, as it was a clear indication of the problem, and a contributing factor. The radiator had to be replaced regardless due to the condition it was in.We cannot and will not assume any liability for this, as the damage to the head gasket was done by the customer by driving the vehicle while it was overheating. There are no volunteers that work at John G. Sales & Service. The blown head gasket and rust colored water was caused by the rusted radiator and occurred over a long period of time. In fact, to attempt to care for this customer, I offered a discount of $395.00 on one of our used cars in which she declined the offer. The discount I offered her was more than her bill for the work we performed for her. Her bill was $348.90. The coolant leak, which was the original complaint of the customer, was repaired, and the customer was billed for the service. While it is unfortunate for the customer that her car needs a new head gasket due to chronic overheating, we did not do anything unethical in this situation to cause more damage to her vehicle. There was, in my opinion, no possible way to deem the car needed a new head gasket without replacing the part that keeps the engine at a specific temperature.Our reputation as an honest, family oriented business speaks for itself. We have been in business since 1977 and we do not cheat anyone. We perform work and do business with many other well known figures in the area such as Palmer Township Police, numerous small businesses, many local physicians, as well as your average working man like you or me. We have so many loyal customers, and this is because we take pride in our business and in a job well done. In my opinion, I gave her all of the information on what her car needed when we examined it, and we relayed our finding to her. If at that time she felt we were being unfair to her, or what we were doing was inappropriate in regards to the work the vehicle needed she could have said so. The date of service was March 16th, 2017. The date of the complaint filed was on July 7th, 2017. It is alarming to me that there was such a long time gap between date of service and the date the complaint was filed.I appreciate your diligence in protecting the rights of customers. I am also thankful to be able to explain the situation as it happened. If you need any other information at this time, I will be more than willing to provide you with whatever is needed. Thank you for your time regarding this matter.Sincerely,John G.

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Address: 2906 Nazareth Road, Easton, Pennsylvania, United States, 18042

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