La Servilleta

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I authorized diagnostic to be done under agreement that all findings would be disclosed so I can make an informed decision.I was promised a call and email that afternoon (Monday Feb 21st) which I did not receiveI called the shop Tuesday morning and Mike was busy, but he returned my callHe stated diagnostic was not completed yet.(Its a computer scanner that takes less than 15mins to plug and receive results, per other shops including [redacted] Dealer)Later on Tuesday I received a call with estimate, Mike stated that my car needed a lot of work , complex repair that involved "Exhaust system and Intake systems" I asked him for a written estimate as he promised, he said he will send itHe did not and called again after a while he said he forgot to send but he repeated the findings and recommended the works to be doneI was busy with work, I was driving at the time I asked him to order parts for the "exhaust and intake systems complex repair" and send me the diagnostic findings on emailI received the findings few mins later after that call, I never told him to begin work( see attached invoice)After reviewing the email, I called back and there was no answer, I called after finishing work but it was too lateI called the shop following day and car was done, so I went to the shop and asked what was done.They were hesitant to show me anything on paper but the valve that was replacedI insisted and thats when they came up with a new invoice which I questioned them and they became very defensive and told me I was paying for yrs warranty which was not our agreementI asked if the part were from [redacted] OEM and I was told [redacted] does not make parts at allI asked what do they charge per hour and Carlos stated that it varies from $per hr to $it can be $depending on workI was asked to pay for the repair for my car to be released, which I did and sign for card paymentI NEVER signed any other document, and it shocked me to see the shop captured my signature from payment device and paste it on the invoice they sent to the bureauI consider this fraud and I will take further actions to address this situation as well and I am considering all options as recourseI hope the business understand that this is a very serious matter on my part as well and their response would be to issue a partial refund for the over chargeAs a consumer, I have the right to share my experience for the goods and services that I paid fori have never reported any other business to this agency because this was by far the worst experience I have ever hadI worked in automotive industry for over years , I know cars (from [redacted] , ***, ***, *** etc I have sold and serviced them all), the business and all about price mark ups on parts but I never worked for a business that charged 100% mark up on partsDo the right thing Carlos, refund part of my fundsI don't mind you making profit, I would give a tip on top it if you offer good experience but this was stealing and you know it Regards, [redacted] ***

I stand 100% behind the work we did, as well as my previous response and I do not feel that I need to add any further details on my partUnlike *** ***, my side of the story will not changeI would however like to touch on a couple of things that *** *** added this time: First, the term “diagnostic” refers to the act of diagnosing a problem, not plugging a scanner and pulling a code that takes minDiagnosing takes time and knowledge to follow manufacturer trouble shooting procedures*** *** stated having years in the automotive industry so should know the difference Second, we did not “paste” his signature on the invoiceOur POS (point of sale) and payment system are integrated and is electronic*** *** was asked to sign twice, once for the credit card payment and one for the invoiceI’ve attached the invoice to this response so you can see two unique signaturesFurthermore, for security purposes we have a camera pointed through our lobby to watch our customer’s cars in our front lotUpon request, I can show *** *** signing the terminal twice to dispute his statement Additionally, *** *** is also claiming that he came to our shop to question what work was one to his vehicle, however (per the first page of my attachment) you’ll notice that our mechanic suggested work to be done for brake fluid and steering service, which *** *** declinedObviously, he would not have been able to decline work if it was never communicated to him previouslyAgain, this is yet another fabricated version of actual service that we provided to him Lastly, I never told *** *** that our labor charge is $to $per hourOur labor rate hasn’t been that for more than years and for the life of me cannot see what I would gain from lying about what we charge per hourI will also submit the part and the price that I paid so that both Revdex.com and *** *** can do the math and see that I am not marking the part up 100%The profit margin for the camshaft adjuster is 43.12% which is more than fair*** *** is now accusing us of fraud so I am confused as to why this is in the Revdex.com hands; wasting your time mediating thisSince “fraud” is now what we are being accused of, I would suggest that *** *** contact the authorities, since that would be the appropriate course of action regarding his fictitious claims*** *** wants to enjoy the fruits of our labor and for us to pay for it as wellHe has lied, accused us of fraud, and publicly posted online, damaging our reputation all the while driving around in a car that was repairedI will not be refunding any portion of the repairFurthermore, I would like to request that the Revdex.com throw this unfounded claim outI would like to reiterate that I will no longer entertain this back and forth/”he said, he said” communication or be responding to *** ***’s erroneous claims, moving forwardingI have complete confidence that the Revdex.com can conduct its review of this dispute by using the documentation that I have provided, thus far, and will agree that *** *** has some sort of personal vendetta to damage our outstanding and trust worthy business reputation that we have strived to maintain over the last yearsAs I mentioned previously, we have an A+ rating with the Revdex.com and a star review rating on *** (which they have already deemed *** ***’s claims as fallacious and have removed from their sites) and *** (which they are currently reviewing for inaccuracies, as well)If we conducted business the way that *** *** claims to have experienced, we would not be able to keep our doors open, let alone maintain a favorable reputation as a family run, local business, in the community for almost decadesI wish *** *** the best and lots of luck with finding an automotive repair shop that is willing to work on his vehicle for free in the future and that will stand behind their work. Sincerely, Carlos I*** Foreign Auto Services

[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 authorized diagnostic to be done under agreement that all findings would be disclosed so I can make an informed decision.I was promised a call  and email that afternoon (Monday Feb 21st) which I did not receive. I called the shop Tuesday morning and Mike was busy, but he returned my call. He stated diagnostic was not completed yet.(Its a computer scanner that takes less than 15mins to plug and receive results, per other shops including [redacted] Dealer)Later on Tuesday  i received a call with estimate, Mike stated that my car needed a lot of work , complex repair that involved "Exhaust system and Intake systems" I asked him for a written estimate as he promised, he said he  will send it. He did not and called again after a while he said he forgot to send but he repeated the findings and recommended the works to be done. I was busy with work, I was driving at the time I asked him to order parts for the "exhaust and intake systems complex repair" and send me the diagnostic findings on email. I received the findings few mins later after that call, I never told him to begin work( see attached invoice). After reviewing the email, I called back and there was no answer, I called after finishing work but it was too late. I called the shop following day and car was done, so I went to the shop and asked what was done.They were hesitant to show me anything on paper but the valve that was replaced. I insisted and thats when they came up with a new invoice which I questioned them and they became very defensive and told me I was paying for 3 yrs warranty which was not our agreement. I asked if the part were from [redacted] OEM and I was told [redacted] does not make parts at all. I asked what do they charge per hour and Carlos stated that it varies from $45 per hr to $90 it can be $150 depending on work. I was asked to pay for the repair for my car to be released, which I did and sign for card payment. I NEVER signed any other document, and it shocked me to see the shop captured my signature from payment device and paste it on the invoice they sent to the bureau. I consider this fraud and I will take further actions to address this situation as well and I am considering all options as recourse. I hope the business understand that this is a very serious matter on my part as well and their response would be to issue a partial refund for the over charge. As a consumer, I have the right to share my experience for the goods and services that I paid for. I have never reported any other business to this agency because this was by far the worst experience I have ever had. I worked in automotive industry for over 9 years , I know cars (from [redacted] etc I have sold and serviced them all), the business and all about price mark ups on parts but I never worked for a business that charged 100% mark up on parts. Do the right thing Carlos, refund part of my funds. I don't mind you making  profit, I would give a tip on top it if you offer good experience but this was stealing and you know it. 
Regards,
[redacted]

[redacted] came in to our business on February 21, 2017 asking us to diagnose and repair his [redacted] was told that we were very busy, but we would try to get the car in the shop to diagnose his issue before close of business - we work by appointments but do try to accommodate walk-ins....

Level 1 ($145.98) was authorized by [redacted] when he dropped off the car. Worked commenced on Monday afternoon, but by close of business the diagnostic procedure had not been completed. On Tuesday morning, the diagnostics were done and [redacted] was called and our findings discussed completely with him to include the price of what we needed to do to fix his car which was $365.33 in labor and $292.01 in parts, plus tax. Phone approval for the repair was given and work completed by Tuesday afternoon. It was explained that the work would be completed the same day and that the vehicle could be picked up at the close of business. On Wednesday [redacted] came into picked up the car. We immediately knew something was off as [redacted] questioned everything that we did. I asked him if the work that we were billing him had been explained and if he had approved the amount and he said yes. The following is [redacted]’ misrepresentation of the facts that he put on my [redacted] business page. [redacted]I was told car needs major repair, kept car 3 days, $145 diagnostic, $290 parts, $500 labor. Turned out car needed solenoid part $75 bucks, 30 mins job on you tube. [redacted] 5 series camshaft exhaust solenoid Both Carlos and Mike got defensive that why did I agreed over the phone. very dishonest , go to BMC shop 2miles down if you canResponse from the ownerin the last weekHi [redacted], I’m sorry that you feel that we were dishonest at your visit. Everything we do is recorded, from our inspection and diagnostic process to our invoicing. I opened the invoice and looked at the diagnostic time and repair time that was performed on your car to fix the problem you brought to us, also to look at other issues you requested. We spent a total of 6.5 hours diagnosing and repairing your car and before the work was performed you received a phone call from Mike explaining what we needed to do and the repair cost associated with it. I think there is a bit of confusion as to what the cost associated with the repair came to. You broke down $145 diagnostic, $290 parts, and $500 in labor. What we charged you for repairing your car was $145 in diagnostic, $292.01 in parts, and $365.33 in labor. We went above and beyond for you by spending time to clean the other solenoid and save you the cost of that replacement. You brought us your car to properly diagnose and repair a mechanical issue, not to follow a you tube video that took 30 min. The work performed on your car was done by an ASE Certified Master Technician with 35 years in the industry and our work is backed by the strongest warranty available – 3 year unlimited mileage. Again, I’m sorry for the confusion on what exactly had to be done and I would be more than happy to speak with you to clarify what we needed to do to fix your [redacted]. Thanks, Carlos I[redacted] Foreign Auto ServiceTo summarize; we spent a total of 6.5 hrs of work between diagnosing, replacing, and cleaning to repair [redacted] that he verbally approved. We only billed for 3.8 hrs of our time, which again was all verbally approved.  That work carries a 3 year unlimited mileage warranty with it. The parts that we used are OEM and YES, we make money on the parts. If we were to sell parts at cost, we and every other independent shop and dealer would be out of business. That price that [redacted] mentions he can find “all over town” is a price that he surely can get if he wants to do the work himself like the [redacted] video. The price on the part I sold is an “installed price” which carries a warranty.[redacted] has deliberately, and maliciously distorted the facts to hurt my business reputation. We carry an A+ rating with the Revdex.com and have over 90 5 star reviews on [redacted]. I am sure that this public manipulation of the truth will hurt my reputation that we have had for almost 40 years, not only in public perception, but monetarily.  At this point in time I have contacted legal representation to address this situation and I am considering all options as recourse.I hope that [redacted] understands that this is a very serious matter and hopefully his response is to take down the negative review so that this does not proceed any further.Attached is the signed invoice for the repairs.ell us why here...