Kinetic Business Solutions

May 13, Dear Revdex.com Dispute Resolution Team & Respectable Customer – Anissa [redacted] , First of all please see & read the copy of the Repair Order attached with this email I am also copying and pasting the copy of the Repair Order in my response below A/C NOT WORKINGPER CUSTOMER A/C COMPRESSOR NOT COMING ON OTHER SHOP WORKED ON A/C SENSOR AND ADDED FREON, BUT STILL A/C NOT WORKINGCHECK & REPORT >> NO CHARGE > NO CHARGE NO CHARGE [redacted] EXTERIOR VEHICLE HAND WASH [redacted] [redacted] WE THANK YOU FOR YOUR [redacted] ** MOST VALUED BUSINESS [redacted] [redacted] REFERRALS ARE APPRECIATED [redacted] The following is the timeline and the facts regarding the above customer vehicle repair 4/29/about 10:12am – Vehicle dropped off by customer 4/29/about 2:30pm – Sam called customer and informed customer in detail regarding the repairs needed to be performed and total price of $ Customer authorized the repairsSam informed customer that the vehicle will not be ready until the afternoon of 4/30/Miss [redacted] said that she have to have transportation since she is in the middle of moving At this point Sam offered to provide loaner/rental at no charge to customer Customer agreed and requested to be picked up and brought to the shop so she can get all the stuff out of her vehicle We sent our shuttle to pick up customer While the customer was on her way to our shop, she had a friend of her called our shop and asked for the repair details When this gentleman called, Sam explained all the details to him and invited him over to come and look at everything in person He understood everything and said he will also explain it to Miss [redacted] as well 4/29/about 4:15pm – customer arrived at the shop in the courtesy shuttle and looked at everything in person Sam mentioned to customer that a friend of her also called and he explained all the details to him as well, she replied, yes I know that With the help of our porter customer transferred her personal stuff (including also a microwave oven) and requested to get her vehicle ready as soon as possible on 4/30/ In the morning of 4/30/2015, Sam called customer and informed her that after finishing the repairs and recharging the A/C system & re checking it, we also found that one of the A/C hose is leaking and needs to be replaced Customer replied, I do not have any more money than $2600.00, but to go ahead and replace the hose, and she will pick up the vehicle when she will make full payment Sam requested the customer to return the rental to not incur any further cost to the shop, and offered customer to replace the hose for free to help her out Miss [redacted] thanked Sam and said she will return the rental and pick up her car in the afternoon 4/30/afternoon – Customer came, returned the rental, paid and picked up her vehicle and left In the light of all the above events, anyone can easily come to conclusion using their common sense that if for example you did not approve the work than why you came back to the shop and transferred all of your stuff to the rental car and took off Why you just not picked up your vehicle and said I don’t want you to work on it The next day (5/01/2015) customer called late in the afternoon and talked to Paul and said my steering wheel is hard and there is red fluid under the vehiclePaul informed customer that we did not have to do anything to the power steering system to perform A/C repairs that we did Paul offered to send a wrecker to have her car towed in and check it out She said ok let me call you back 5/01/Customer called back and said she will have AAA tow it in Paul agreed and informed customer that we close at 6:00pm, but he will wait for the tow truck a little while longer if he had to Customer said ok 5/01/@ 5:20pm - Paul left urgent message for customer to please call and let him know if AAA has picked up the vehicle yet 5/01/@ 5:45pm - Customer still did not call the shop Paul left another urgent message for customer to call us Still no response or call back from customer 5/01/@ 6:15pm – Paul closed the shop and left 5/04/- Monday morning - Sam called and left two seperate messages for customer But she never called back or replied Sincerely, [redacted] By Blair

October 15, Dear Revdex.com Dispute Resolution Team & Respectable Customer, RE: Case ID # [redacted] > Customer : [redacted] Please review the copies of the Repair Orders & Computer Scan attached as well Notes with time stamps made for: RO# [redacted] 09/09/ 02:40PM - CAR DROPPED OFF, STARTED TESTING 05:02PM - L/MSG FOR CUSTOMER "DO YOU HAVE A SECOND KEY? 05:20PM - CUSTOMER CALLED >> NO SECOND KEY WE REQUESTED CUSTOMER FOR AUTHORIZATION FOR ADDITIONAL TESTINGCUSTOMER APPROVED ADDITIONAL TESTING CHARGES 09/10/– INFORMED CUSTOMER, FAULTY STARTERCUSTOMER APPROVED REPAIR 09/11/– CALLED CUSTOMER CAR READY CUSTOMER REQUESTED TO DO OIL CHANGE PERFORMED OIL CHANGE INFORMED CUSTOMER ABOUT PAST DUE MAINTENANCE & OTHER REPAIRS CAR NEEDS, CUSTOMER DECLINED FOR NOW As you can see from the Repair Order # [redacted] signed by the customer that we only charged customer for the initial Scan & all the additional testing was done at no charge upon customers request for discountJob finished car delivered Notes with time stamps made for: RO# [redacted] CUSTOMER CALLED OVER THE WEEKEND, CAR HAVING STARTING ISSUE & INFORMED US SHE WILL DROP CAR OF BEFORE WE OPEN ON MONDAY 09/28/ 08:00AM - FOUND CAR FRONT, KEY IN DROP BOXSCANED CAR (SEE COPY OF THE COMPUTER SCAN ATTACHED) & LEFT MSG FOR CUSTOMER TO "PLEASE CALL US" 10:45AM - CUSTOMER CALLED EXPLAINED TO CUSTOMER CENTRAL GATEWAY IS FAULTY (SEE COPY OF THE COMPUTER SCAN ATTACHED GIVEN TO CUSTOMER AS WELL), NEED TO BE REPLACED & REPROGRAMMED FIRST & THAN RE TESTGIVEN CUSTOMER ESTIMATE FOR REPAIRWAIT CUST TO CALL BACK 02:26PM - L/MSG PLEASE CALL 03:22PM - CUSTOMER CALLED & SAID SHE WILL CALL BACK 04:31PM “***” CALLED, HER BOYFRIEND, HIS PH: [redacted] WANTS TO TALK TO OWNER 09/29/ 08:52AM - SAM CALLED & L/MSG FOR [redacted] & [redacted] 10:08AM - 2ND MSG LEFT FOR *** 10:36AM - [redacted] CALLED TALKED W/SAM, SAID HE UNDERSTANDS EVERYTHING & WILL CALL CUSTOMER AND EXPLAIN 11:38AM - SAM CALLED & TALKED WITH [redacted] SHE APPROVED THE REPAIR & UNDERSTOOD THAT WE WILL HAVE TO SEND CAR TO MB DEALER TO PROGRAM THE CENTRAL GATEWAY 09/30/ 10:AM - SENT CAR TO GREENWAY FOR PROGRAMMING 10/01/ 11:34AM - L/MSG FOR [redacted] AT [redacted] FOR UPDATE 01:PM - L/2nd MSG FOR [redacted] AT [redacted] 02:08PM - [redacted] CALLED SHOULD HAVE READY TOMORROW, RUNNING BEHIND IN SHOP 10/02/ SAM HAD SEVERAL CONVERSATIONS WITH CUSTOMER AND [redacted] @ [redacted] REGARDING FURTHER TESTING & CHARGES, BECAUSE AFTER PROGRAMMING THE CENTRAL GATEWAY THE CAR STILL HAVE INTERMITTENT STARTING ISSUE THE CAR WILL HAVE TO STAY AT MB DEALER OVER THE WEEKEND SAM EXPLAIND TO CUSTOMER THAT THE ADDITIONAL TESTING COST IS ABOUT $ CUSTOMER UNDERSTOOD 10/05/– SAM CALLED AND EXPLAINED TO CUSTOMER THAT NOW THE CENTRAL GATEWAY IS COMMUNICATING IT REVEALED THAT THE STARTER IS NOT WORKING INTERMITTENTLY THEREFORE WE WILL REPLACE IT UNDER WARRANTY AS WELL 10/06/– CUSTOMER CAME PICKED UP THE CAR Once again as you can see from the Repair Order # [redacted] signed by the customer that we did not charge customer for Scan and all the additional testing with us or the [redacted] was discounted to no charge upon customers request for discount in the interest of customer satisfaction At this point we feel we have done all we can & gone beyond our way of doing business to satisfy Miss [redacted] already

Sent: Wednesday, October 28, 12:PM To: drteam Cc: Sam Subject: RE: Complaint ID # [redacted] > Customer : [redacted] October 28th Dear Revdex.com Dispute Resolution Team & Respectable Customer, RE: Complaint ID # [redacted] > Customer : [redacted] First of all we ask of the customer to please refrain from using the word “liars”This is slander, disrespectable and direct attack on our integrityAs mentioned before in the: Notes with time stamps made for: RO# [redacted] (09/29/11:38AM - SAM CALLED & TALKED WITH [redacted] SHE APPROVED THE REPAIR & UNDERSTOOD THAT WE WILL HAVE TO SEND CAR TO MB DEALER TO PROGRAM THE CENTRAL GATEWAY), customer was informed, because we could not re program the Central Gateway even if we wanted toIn few occasions all independent service shops have to send the vehicles to MB Dealer because none of service shops like us have all the updates available to them for the simple reason of all the modified parts and software updates by the manufacturer during the year As evidence & proof we attached the copy of the Computer Scan Print out with the last response and we are attaching it again with this response, which clearly shows that the “Central Gateway” is not transmitting dataThis means that before we can move forward with any further testing, we have to replace central gateway first to establish communication with the vehicle Once it was replaced we performed further testing One could not expect to get parts replaced for freeThis was a completely new faulty partOnce again as you can see from the Repair Order # [redacted] signed by the customer (copy attached again) that we did not charge customer for Scan and all the additional testing with us or the [redacted] was discounted to no chargeThe only charge was to replace the “Central Gateway”, which was evident to be faulty by the computer scan We also gave the old faulty “Central Gateway part” and a copy of the computer scan print out to the customerWith the foregoing we are hoping that the customer and specially the Revdex.com of Houston understand how fair we have been in the entire process in this matterSincerely, Benz By Blair

Revdex.com:At this time, I have not been contacted by Fredericks & Fredericks Incregarding complaint ID [redacted] .Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint They're response included many liesThey called me from a blocked number and first thing they asked was to remove the complaint and then offered a free oil change as if I would ever trust my car with themThe account of their response has many liesI NEVER approved my car to go to the dealershipI called back for an update to be told it was already thereFrom the beginning I told them I had the same problems as weeks before when the starter was out and to recheck the starterThey kept misinforming me the starter was goodIt wasn't until a week later at the diagnosis of the dealership was the starter named to be the problemThe starter should have been identified and swapped before any further work was doneSam led me to believe the starter was in good order and that the problem was something elseThat was not the caseThe starter was bad from the beginning When the gateway was replaced the car still was not working due to the "supposedly" new starter which was diagnosed by the *** Dealership, not themChecking a starter is a basic job for a mechanic, especially if it was recently replaced when the same issues occurred previously Their offer of a free oil change was rejected because they've shown to be liars once again with their response to this complaint, therefore I will never trust them to touch my car.
Regards,
*** ***

Dear Revdex.com Dispute Resolution Team & Respectible Customer,
Please review a copy of the Repair Order attached. As you can see from the repair order that we never touched or did anything that had to do with A/C. We only visually inspected the suspension and performed an
alignment
After finishing the above work, we called and advised the customer that we had to jumpstart his car when the vehicle was in our wash bay, and the customer replied that he is previously aware he had battery issues and declined to do anything about it
WE HAD TO JUMP START WHEN CUSTOMER CAME TO PICK UP THE CARWE ADVISED CUSTOMER THAT WHEN THE BATTERY IS LOW SOME OF THE CONSUMER FEATURES MIGHT NOT WORK, BECAUSE WHEN THE MAIN COMPUTER SEES THAT THE BATTERY OUTPUT IS LOW THE COMPUTER SHUTS OFF SOME OF THESE CONSUMER SERVICES TO PRESERVE POWER
CUSTOMER SAID I UNDERSTAND AND TOOK THE CAR
AFTER LEAVING CUSTOMER CALLED & SAID THE A/C NOT WORKING. WE RESPONDED TO CUSTOMER THAT WE DID NOT DO ANY WORK THAT HAD TO DO WITH A/C ON HIS CAR, & ONCE AGAIN REMINDED HIM THAT FIRST AN ELECTRICAL TEST NEED TO BE PERFORMED, THE BATTERY NEEDS TO BE REPLACED AND ALSO SOME REPROGRAMMING NEED TO BE DONE. AND THIS MAY OR MAY NOT FIX HIS A/C. SINCE THAN WE NEVER HEARD FROM THE CUSTOMER UNTIL WE RECEIVE THE Revdex.com COMPLAIN
Thanks,
Sincerely,
*** ** ** *** ***
Benz By Blair
PH: ***

Revdex.com:At this time, I have not been contacted by Fredericks & Fredericks Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Sent: Wednesday, October 28, 2015 12:15 PM To: drteam Cc: Sam Subject: RE: Complaint ID #[redacted] > Customer : [redacted]   October 28th 2015   Dear Revdex.com Dispute Resolution Team & Respectable Customer, RE: Complaint ID #[redacted]  >  Customer : [redacted] First of all we ask of the customer to please refrain from using the word “liars”. This is slander, disrespectable and direct attack on our integrity. As mentioned before in the: Notes with time stamps made for: RO# [redacted] (09/29/15 11:38AM - SAM CALLED & TALKED WITH [redacted]. SHE APPROVED THE REPAIR & UNDERSTOOD THAT WE WILL HAVE TO SEND CAR TO MB DEALER TO PROGRAM THE CENTRAL GATEWAY), customer was informed, because we could not re program the Central Gateway even if we wanted to. In few occasions all independent service shops have to send the vehicles to MB Dealer because none of service shops like us have all the updates available to them for the simple reason of all the modified parts and software updates by the manufacturer during the year.  As evidence & proof we attached the copy of the Computer Scan Print out with the last response and we are attaching it again with this response, which clearly shows that the “Central Gateway” is not transmitting data. This means that before we can move forward with any further testing, we have to replace central gateway first to establish communication with the vehicle.  Once it was replaced we performed further testing.  One could not expect to get parts replaced for free. This was a completely new faulty part. Once again as you can see from the Repair Order # [redacted] signed by the customer (copy attached again) that we did not charge customer for Scan and all the additional testing with us or the [redacted] was discounted to no charge. The only charge was to replace the “Central Gateway”, which was evident to be faulty by the computer scan.  We also gave the old faulty “Central Gateway part” and a copy of the computer scan print out to the customer. With the foregoing we are hoping that the customer and specially the Revdex.com of Houston understand how fair we have been in the entire process in this matter. Sincerely, Benz By Blair

May 13, 2015
 
Dear Revdex.com Dispute Resolution Team & Respectable Customer – Anissa [redacted],
 
First of all please see & read the copy of the Repair Order attached with this email.
I am also copying and pasting the copy of the Repair Order in my response...

below.
 
 
A/C NOT WORKING. PER CUSTOMER A/C COMPRESSOR NOT COMING ON.
OTHER SHOP WORKED ON A/C SENSOR AND ADDED FREON, BUT STILL A/C
NOT WORKING. CHECK & REPORT.
>> NO CHARGE << FOR COMPUTER SCAN (NORMALLY $98.99) AND FOUND EVAPORATOR TEMPERATURE SENSOR NOT WORKING PROPERLY.
RECOVER FREON IN THE SYSTEM, EVACUATE THE SYSTEM, RECHARGE THE SYSTEM WITH PROPER AMOUNT OF REFRIGERANT AND CHECK
OPERATION, FOUND: FAULTY COMPRESSOR FALLEN APART INTERNALLY AND ALMOST NO FREON IN THE SYSTEM.
RECOVER FREON IN THE SYSTEM, REPLACED THE A/C COMPRESSOR, THE RECEIVER/DRYER, EVACUATE THE SYSTEM, RECHARGE THE SYSTEM
WITH PROPER AMOUNT OF REFRIGERANT AND CHECK OPERATION.
ALSO REPLACED THE A/C HOSE FROM COMPRESSOR TO CONDENSER >> NO CHARGE <<
CHECKED THE EVAPORATOR TEMPERATURE SENSOR AND WAS ABLE TO REPROGRAM FOR NOW. IF IT MALFUNCTION AGAIN IT WILL NEED TO BE REPLACED.
RENTAL ON US > NO CHARGE.
** EXTERIOR VEHICLE HAND WASH **
    ** WE THANK YOU FOR YOUR **
    **  MOST VALUED BUSINESS **
  ** REFERRALS ARE APPRECIATED **
 
 
The following is the timeline and the facts regarding the above customer vehicle repair.
4/29/2015 about 10:12am – Vehicle dropped off by customer.
4/29/2015 about 2:30pm – Sam called customer and informed customer in detail regarding the repairs needed to be performed and total price of $2600.00.  Customer authorized the repairs. Sam informed customer that the vehicle will not be ready until the afternoon of 4/30/2015. Miss [redacted] said that she have to have transportation since she is in the middle of moving.  At this point Sam offered to provide loaner/rental at no charge to customer.  Customer agreed and requested to be picked up and brought to the shop so she can get all the stuff out of her vehicle.  We sent our shuttle to pick up customer.  While the customer was on her way to our shop, she had a friend of her called our shop and asked for the repair details.  When this gentleman called, Sam explained all the details to him and invited him over to come and look at everything in person.  He understood everything and said he will also explain it to Miss [redacted] as well.
4/29/2015 about 4:15pm – customer arrived at the shop in the courtesy shuttle and looked at everything in person.  Sam mentioned to customer that a friend of her also called and he explained all the details to him as well, she replied, yes I know that.  With the help of our porter customer transferred her personal stuff (including also a microwave oven) and requested to get her vehicle ready as soon as possible on 4/30/2015.
In the morning of 4/30/2015, Sam called customer and informed her that after finishing the repairs and recharging the A/C system & re checking it, we also found that one of the A/C hose is leaking and needs to be replaced.  Customer replied, I do not have any more money than $2600.00, but to go ahead and replace the hose, and she will pick up the vehicle when she will make full payment.  Sam requested the customer to return the rental to not incur any further cost to the shop, and offered customer to replace the hose for free to help her out.  Miss [redacted] thanked Sam and said she will return the rental and pick up her car in the afternoon.
4/30/2015 afternoon – Customer came, returned the rental, paid and picked up her vehicle and left.
In the light of all the above events, anyone can easily come to conclusion using their common sense that if for example you did not approve the work than why you came back to the shop and transferred all of your stuff to the rental car and took off.  Why you just not picked up your vehicle and said I don’t want you to work on it.
 
The next day (5/01/2015) customer called late in the afternoon and talked to Paul and said my steering wheel is hard and there is red fluid under the vehicle. Paul informed customer that we did not have to do anything to the power steering system to perform A/C repairs that we did.  Paul offered to send a wrecker to have her car towed in and  check it out.  She said ok let me call you back.
5/01/2015 Customer called back and said she will have AAA tow it in.  Paul agreed and informed customer that we close at 6:00pm, but he will wait for the tow truck a little while longer if he had to.  Customer said ok.
5/01/2015 @ 5:20pm - Paul left urgent message for customer to please call and let him know if AAA has picked up the vehicle yet.
5/01/2015 @ 5:45pm - Customer still did not call the shop.  Paul left another urgent message for customer to call us.  Still no response or call back from customer.
5/01/2015 @ 6:15pm – Paul closed the shop and left.
5/04/2015 - Monday morning - Sam called and left two seperate messages for customer.  But she never called back or replied.
Sincerely,
[redacted] By Blair

October 15, 2015
 
 
Dear Revdex.com Dispute Resolution Team & Respectable Customer,
 
RE: Case ID #[redacted]  >  Customer : [redacted]
 
Please review the copies of the Repair Orders & Computer Scan attached as well.
 
Notes with time stamps made...

for: RO# [redacted]
09/09/2015
02:40PM - CAR DROPPED OFF, STARTED TESTING.
05:02PM - L/MSG FOR CUSTOMER "DO YOU HAVE A SECOND KEY?
05:20PM - CUSTOMER CALLED >> NO SECOND KEY.  WE REQUESTED CUSTOMER FOR AUTHORIZATION FOR ADDITIONAL TESTING. CUSTOMER APPROVED ADDITIONAL TESTING CHARGES.
09/10/15 – INFORMED CUSTOMER, FAULTY STARTER. CUSTOMER APPROVED REPAIR.
09/11/15 – CALLED CUSTOMER CAR READY.  CUSTOMER REQUESTED TO DO OIL CHANGE.  PERFORMED OIL CHANGE.  INFORMED CUSTOMER ABOUT PAST DUE MAINTENANCE & OTHER REPAIRS CAR NEEDS, CUSTOMER DECLINED FOR NOW.
As you can see from the Repair Order # [redacted] signed by the customer that we only charged customer for the initial Scan & all the additional testing was done at no charge upon customers request for discount. Job finished car delivered.
 
 
Notes with time stamps made for: RO# [redacted]
CUSTOMER CALLED OVER THE WEEKEND, CAR HAVING STARTING ISSUE & INFORMED US SHE WILL DROP CAR OF BEFORE WE OPEN ON MONDAY.
09/28/15
08:00AM - FOUND CAR FRONT, KEY IN DROP BOX. SCANED CAR (SEE COPY OF THE COMPUTER SCAN ATTACHED) & LEFT MSG FOR CUSTOMER TO "PLEASE CALL US".
10:45AM - CUSTOMER CALLED.  EXPLAINED TO CUSTOMER CENTRAL GATEWAY IS FAULTY (SEE COPY OF THE COMPUTER SCAN ATTACHED GIVEN TO CUSTOMER AS WELL), NEED TO BE REPLACED & REPROGRAMMED FIRST & THAN RE TEST. GIVEN CUSTOMER ESTIMATE FOR REPAIR. WAIT CUST TO CALL BACK.
02:26PM - L/MSG PLEASE CALL
03:22PM - CUSTOMER CALLED & SAID SHE WILL CALL BACK.
04:31PM “[redacted]” CALLED, HER BOYFRIEND, HIS PH: [redacted].  WANTS TO TALK TO OWNER.
09/29/15
08:52AM - SAM CALLED & L/MSG FOR [redacted] & [redacted].
10:08AM - 2ND MSG LEFT FOR [redacted].
10:36AM - [redacted] CALLED TALKED W/SAM, SAID HE UNDERSTANDS EVERYTHING & WILL CALL CUSTOMER AND EXPLAIN.
11:38AM - SAM CALLED & TALKED WITH [redacted]. SHE APPROVED THE REPAIR & UNDERSTOOD THAT WE WILL HAVE TO SEND CAR TO MB DEALER TO PROGRAM THE CENTRAL GATEWAY.
09/30/15
10:00 AM - SENT CAR TO GREENWAY FOR PROGRAMMING.
10/01/15
11:34AM - L/MSG FOR [redacted] AT [redacted] FOR UPDATE.
01:49 PM - L/2nd MSG FOR [redacted] AT [redacted].
02:08PM - [redacted] CALLED SHOULD HAVE READY TOMORROW, RUNNING BEHIND IN SHOP.
10/02/15
SAM HAD SEVERAL CONVERSATIONS WITH CUSTOMER AND [redacted] @ [redacted] REGARDING FURTHER TESTING & CHARGES, BECAUSE AFTER PROGRAMMING THE CENTRAL GATEWAY THE CAR STILL HAVE INTERMITTENT STARTING ISSUE.  THE CAR WILL HAVE TO STAY AT MB DEALER OVER THE WEEKEND.  SAM EXPLAIND TO CUSTOMER THAT THE ADDITIONAL TESTING COST IS ABOUT $150.00.  CUSTOMER UNDERSTOOD.
10/05/15 – SAM CALLED AND EXPLAINED TO CUSTOMER THAT NOW THE CENTRAL GATEWAY IS COMMUNICATING IT REVEALED THAT THE STARTER IS NOT WORKING INTERMITTENTLY.  THEREFORE WE WILL REPLACE IT UNDER WARRANTY AS WELL.
10/06/15 – CUSTOMER CAME PICKED UP THE CAR.
Once again as you can see from the Repair Order # [redacted] signed by the customer that we did not charge customer for Scan and all the additional testing with us or the [redacted] was discounted to no charge upon customers request for discount in the interest of customer satisfaction.
At this point we feel we have done all we can & gone beyond our normal way of doing business to satisfy Miss [redacted] already.