Kens Service Center

March 18, Dear ** [redacted] :We have recently received your correspondence related to a ** [redacted] with a complaint number [redacted] ,In response to his claim, we state the following:The [redacted] was dropped off along with his supplied axles and were told to put these axles on the vehicle as recommended by some unknown mechanic.The axles were replaced as he had requested, on Monday, March 10thAfter picking up the car on Monday, he said the axles made a noiseThese axles were traded and put on at no additional labor or parts expense to ** [redacted] .This complaint was filed by ** [redacted] while the vehicle was still e shop having the new axles put onHe had not even picked up the vehicle after replacement to be able to make a complaint.Enclosed is a check made out to ** [redacted] for the payment to us of $He can use the refund to take his vehicle to the unknown mechanic.We have been in business for nearly years with many satisfied, repeat customersOur business would not have survived for this long period if we carried out business as described by ** [redacted] .This letter marks the end of any future correspondence.Sincerely,

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: [redacted] has not provided truthful recollection of the events that unfolded. We asked for proof of the replacement axles to ascertain that they were indeed replaced with the same "lifetime guarantee" quality and that was ignored. [redacted] has dismissed and ignored his vague attention to our concerns and failed to admit that both he and his hired help admitted they too could not pinpoint why they were having so much difficulty and they repeatedly told me for the entire week that they would "get to it", saying they would fix the car in between other repairs they were making on other customers. they have not provided a credible explanation to the Revdex.com nor admitted that they knew they mis-installed the axles incorrectly.  they clearly did NOT determine the problem either time they attempted to replace and repair the axles. additionally, my daughters car was taken to another facility and it was immediately discovered that the bearings and seals were also shot. we incurred an additional 400.00 in repairs that should have been noted by [redacted] facility as the bearings are an integral part of the axles and front end. further, I will add that during the additional time my daughters car spent in the garage she was forced to borrow her mothers car to commute to work. during the one time and one day that she used her mothers car, being young and unfamiliar with a different automobile she was involved in a four vehicle pileup on interstate 81S. besides the inordinate amount of delay in repairing her car (which never occurred at [redacted]s), she demolished her mothers car and spent the morning in the [redacted] medical center.The Pennsylvania State Police report  will be available upon request We have contacted our attorney for advice to move forward with an injunction against Ken's Service Center.
we will accept his 106.00 refund but request this complaint remain open until further instruction from council.
Regards,
[redacted]

March 18, 2014
Dear **. [redacted]:We have recently received your correspondence related to a **. [redacted] with a complaint number [redacted],In response to his claim, we state the following:The [redacted] was dropped off along with his supplied axles and were told to put...

these axles on the vehicle as recommended by some unknown mechanic.The axles were replaced as he had requested, on Monday, March 10th. After picking up the car on Monday, he said the axles made a noise. These axles were traded and put on at no additional labor or parts expense to **. [redacted].This complaint was filed by **. [redacted] while the vehicle was still e shop having the new axles put on. He had not even picked up the vehicle after replacement to be able to make a complaint.Enclosed is a check made out to **. [redacted] for the payment to us of $106.00. He can use the refund to take his vehicle to the unknown mechanic.We have been in business for nearly 40 years with many satisfied, repeat customers. Our business would not have survived for this long period if we carried out business as described by **. [redacted].This letter marks the end of any future correspondence.Sincerely,

Review: we brought our daughters car here to have the front axles replaced on recommendation from another mechanic. we chose Ken's service center because its close to our home and they seemed to have a business that was up to the task. we were WRONG. on thursday march 6,2014 we dropped the car off with brand new,top of the line front axles. we were told they couldnt install them until monday march 10.We returned Monday evening and before driving 100 feet a whirring, zippering sound could be heard and the check engine light came on right away.we turned the car around and handed it back to [redacted] & explained what happened. He said he'd look at it in the morning. On Tuesday we had to phone them at 6pm as we'd not heard from them all day and when they answered they said the splines were installed backwards but they didnt think we purchased the correct axles. I assured them I did but they wanted me to buy a new set right away. I refused and said they needed to fix the car at their expense and [redacted] told me that they would but they'd have to make it up somewhere.I was frustrated and said I would call the owner the next day. when I reached Ken, the owner, he was evasive and non-committal and merely said, "its impossible to install the splines backwards, we dont know whats wrong with it.we're looking at it, we'll fix it, we'll call you when its done" then he hung up on me. I went to the business immediately and found [redacted] working on the car. it was on the lift with both wheels off. he said he was just getting the axles removed. I told him I wanted him be to sure its fixed right as our grandson rides in this car. he said he'd try to get it done by thursday, march,13th. This outfit is the most unprofessional auto repair shop I ever went to. Not only do they NOT know what they are doing, they are rude, evasive, non-responsive and do shoddy work. its been I week now and the car is WORSE than when we brought it in. We are LIVID.Desired Settlement: we want the car fixed CORRECTLY and the check engine light issue resolved. the code it threw pointed to the axles and we want our car repaired at no additional cost to us....we already paid for the axle replacements both the labor and parts. we want nothing more from this business.

Business

Response:

March 18, 2014Dear **. [redacted]:We have recently received your correspondence related to a **. [redacted] with a complaint number [redacted],In response to his claim, we state the following:The [redacted] was dropped off along with his supplied axles and were told to put these axles on the vehicle as recommended by some unknown mechanic.The axles were replaced as he had requested, on Monday, March 10th. After picking up the car on Monday, he said the axles made a noise. These axles were traded and put on at no additional labor or parts expense to **. [redacted].This complaint was filed by **. [redacted] while the vehicle was still e shop having the new axles put on. He had not even picked up the vehicle after replacement to be able to make a complaint.Enclosed is a check made out to **. [redacted] for the payment to us of $106.00. He can use the refund to take his vehicle to the unknown mechanic.We have been in business for nearly 40 years with many satisfied, repeat customers. Our business would not have survived for this long period if we carried out business as described by **. [redacted].This letter marks the end of any future correspondence.Sincerely,

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: [redacted] has not provided truthful recollection of the events that unfolded. We asked for proof of the replacement axles to ascertain that they were indeed replaced with the same "lifetime guarantee" quality and that was ignored. [redacted] has dismissed and ignored his vague attention to our concerns and failed to admit that both he and his hired help admitted they too could not pinpoint why they were having so much difficulty and they repeatedly told me for the entire week that they would "get to it", saying they would fix the car in between other repairs they were making on other customers. they have not provided a credible explanation to the Revdex.com nor admitted that they knew they mis-installed the axles incorrectly. they clearly did NOT determine the problem either time they attempted to replace and repair the axles. additionally, my daughters car was taken to another facility and it was immediately discovered that the bearings and seals were also shot. we incurred an additional 400.00 in repairs that should have been noted by [redacted] facility as the bearings are an integral part of the axles and front end. further, I will add that during the additional time my daughters car spent in the garage she was forced to borrow her mothers car to commute to work. during the one time and one day that she used her mothers car, being young and unfamiliar with a different automobile she was involved in a four vehicle pileup on interstate 81S. besides the inordinate amount of delay in repairing her car (which never occurred at [redacted]s), she demolished her mothers car and spent the morning in the [redacted] medical center.The Pennsylvania State Police report will be available upon request We have contacted our attorney for advice to move forward with an injunction against Ken's Service Center.we will accept his 106.00 refund but request this complaint remain open until further instruction from council.

Regards,