Lake Ridge Autocare

To Whom it May Concern,We appreciate the help of the Revdex.com in the resolution of this situation and completely empathize with [redacted] for the issues that have occurred with his vehicleWe do realize that we were the last people to work on his car and understand how it is easy to suspect that since the vehicle was in for service and now there is another issue we should be held liableUnfortunately, if you look at the Technical Service Bulletins that were provided last time, this is a common issue with the vehicle and something that is well documented with the manufacturerAs there is no visual proof or documentation provided from a 3rd party stating that the damage was done from the oil change that was performed by Lake Ridge Auto Care, we can not rightfully accept responsibility for the failure of the parts.If [redacted] can provide written documentation from the dealer stating was the damage was caused by Lake Ridge Auto Care we are more than willing to accommodate his request for reimbursementThank you again for your help in resolving this situationBest Regards,Adam JGeneral Manager

To whom it may concern:On November 13, [redacted] dropped his vehicle off with Edward L [redacted] to have the oil changed and inspections performed on his vehicleAt that time we noticed additional work that was needed and contacted the customer to see if they would like to have it performed at the timeThe customer declined and when we went to move the vehicle to have the inspections performed the vehicle would not startWe noticed a red key symbol on the dashWe researched on [redacted] , [redacted] , [redacted] and [redacted] all relatable items that may cause this issue and how to fix itThere are numerous technical service bulletins put out from the dealer pertaining to starting issues, see attached bulletinsWe called the customer to determine if this was something they had experienced before or if they knew of another way to start the vehicleWe also asked if they had a second key fob for the vehicle as it appeared as if the vehicle was not recognizing the keyThe customer stated that they did have a second key and that they would bring it up and see if they could help us start the carPrior to the customer coming up we received a phone call from a person claiming to be the son of [redacted] claiming that he had experienced issues starting the vehicle himself and giving us ideas on things that we could do that would fix the issueWe tried all recommended procedures and nothing seemed to work [redacted] came up later and with Edward spent sometime trying to start the vehicle himself also to no availIt was then determined that the vehicle should be towed to the dealer for further diagnosis, the closest dealer was ***'s ***The car was towed out of here and we did not hear anything else till after the work was completed and the customer comes looking for reimbursementWe called over to ***'s [redacted] and talked to Richard F [redacted] to see if there was any visual damage that they could see that would show that we were liableHe asked what work we performed at which time we explained that we completed an oil change and were prepared to do the inspections when the car wouldn't startAt that time MrF [redacted] said that he did not have evidence of any damage that we caused that would make us responsible, nor did he have an idea of what we could have done that would have caused so many things to failOur Assistant Manager Keith F [redacted] who initially talked to the customer when he came in looking for the refund explained all this to [redacted] but he was still not satisfiedHe then spoke to me, General Manager Adam J [redacted] who explained the same thing, that this was a prior issue that we should not be responsible forHe claims that his son misspoke and that this was not a prior issue and that the car started when it came inWe understand the vehicle started prior but that doesn't mean the car doesn't have an intermittent issue starting, furthermore it is well documented that this particular vehicle has known starting issues related to the key fobsMy only other question is if you felt strongly enough that Lake Ridge Autocare was responsible, why didn't we receive a phone call prior to the work being completedWe have attached written statements from Edward L [redacted] and Dio C [redacted] as well, stating how everything transpiredWe would also be open to having Richard F [redacted] from ***'s [redacted] get involved if necessaryWe hope this answers any questions you may have and would be willing to help further if neededOur contact information is 703-680-and you may speak with me, General Manager Adam J***Thank you for your help in this matter.Best Regards,Adam J [redacted] General Manager

---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Tue, Aug 26, at 2:PM Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] To: [email protected] This issue has been resolved by the company that the complaint was against Thank you [redacted]

To whom it may concern:On November 13,2016 [redacted] dropped his vehicle off with Edward L[redacted] to have the oil changed and inspections performed on his vehicle. At that time we noticed additional work that was needed and contacted the customer to see if they would like to have it performed at...

the time. The customer declined and when we went to move the vehicle to have the inspections performed the vehicle would not start. We noticed a red key symbol on the dash. We researched on [redacted] and [redacted] all relatable items that may cause this issue and how to fix it. There are numerous technical service bulletins put out from the dealer pertaining to starting issues, see attached bulletins. We called the customer to determine if this was something they had experienced before or if they knew of another way to start the vehicle. We also asked if they had a second key fob for the vehicle as it appeared as if the vehicle was not recognizing the key. The customer stated that they did have a second key and that they would bring it up and see if they could help us start the car. Prior to the customer coming up we received a phone call from a person claiming to be the son of [redacted] claiming that he had experienced issues starting the vehicle himself and giving us ideas on things that we could do that would fix the issue. We tried all recommended procedures and nothing seemed to work. [redacted] came up later and with Edward spent sometime trying to start the vehicle himself also to no avail. It was then determined that the vehicle should be towed to the dealer for further diagnosis, the closest dealer was [redacted]'s [redacted]. The car was towed out of here and we did not hear anything else till after the work was completed and the customer comes looking for reimbursement. We called over to [redacted]'s [redacted] and talked to Richard F[redacted] to see if there was any visual damage that they could see that would show that we were liable. He asked what work we performed at which time we explained that we completed an oil change and were prepared to do the inspections when the car wouldn't start. At that time Mr. F[redacted] said that he did not have evidence of any damage that we caused that would make us responsible, nor did he have an idea of what we could have done that would have caused so many things to fail. Our Assistant Manager Keith F[redacted] who initially talked to the customer when he came in looking for the refund explained all this to [redacted] but he was still not satisfied. He then spoke to me, General Manager Adam J[redacted] who explained the same thing, that this was a prior issue that we should not be responsible for. He claims that his son misspoke and that this was not a prior issue and that the car started when it came in. We understand the vehicle started prior but that doesn't mean the car doesn't have an intermittent issue starting, furthermore it is well documented that this particular vehicle has known starting issues related to the key fobs. My only other question is if you felt strongly enough that Lake Ridge Autocare was responsible, why didn't we receive a phone call prior to the work being completed. We have attached written statements from Edward L[redacted] and Dio C[redacted] as well, stating how everything transpired. We would also be open to having Richard F[redacted] from [redacted]'s [redacted] get involved if necessary. We hope this answers any questions you may have and would be willing to help further if needed. Our contact information is 703-680-9800 and you may speak with me, General Manager Adam J[redacted]. Thank you for your help in this matter.Best Regards,Adam J[redacted] General Manager

To Whom it May Concern,We appreciate the help of the Revdex.com in the resolution of this situation and completely empathize with [redacted] for the issues that have occurred with his vehicle. We do realize that we were the last people to work on his car and understand how it is easy to suspect that since the vehicle was in for service and now there is another issue we should be held liable. Unfortunately, if you look at the Technical Service Bulletins that were provided last time, this is a common issue with the vehicle and something that is well documented with the manufacturer. As there is no visual proof or documentation provided from a 3rd party stating that the damage was done from the oil change that was performed by Lake Ridge Auto Care, we can not rightfully accept responsibility for the failure of the parts.If [redacted] can provide written documentation from the dealer stating was the damage was caused by Lake Ridge Auto Care we are more than willing to accommodate his request for reimbursement. Thank you again for your help in resolving this situationBest Regards,Adam J. General Manager

[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:.Regards,
[redacted]

To whom it may concern:We first want to thank you for bringing this situation to our attention. It's unfortunate that [redacted] still had problems with his vehicle after he left here. The work was performed 2 years ago and we believed that the issue was resolved. The car was towed in not running, we...

diagnosed it and found that the fuel pump failed. We installed the part and the car seemed to be driving fine afterwards. The customer was even able to make it back down to [redacted] which is quite a distance away from us. Our work does come with a 2 Year 25,000 Mile Nationwide Warranty and if there was an issue related to the repairs that were performed, the repairs would have been covered. It would be very helpful if we could see the receipt from the shop who performed the repairs, so we have an understanding of what parts failed. We appreciate your help in this matter.Best Regards,Adam J[redacted]

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Tue, Aug 26, 2014 at 2:38 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint...

#[redacted].
To: [email protected]
 This issue has been resolved by the company that the complaint was against.
Thank you
[redacted]

Review: We dropped off our 2008 [redacted] and was given a quote for repairs but the repairs exceeded the quote due to the employee making the decision on getting the more expensive parts. Was also charged a "shop supplies" total of around $40 and nothing was explained on what that was for.Desired Settlement: We would like to get a refund of $150. This would cover the excess cost of the more expensive parts that the employee made the decision to purchase without contacting us and also would like a detailed list of what "shop supplies" were used for our repairs.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Aug 26, 2014 at 2:38 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

This issue has been resolved by the company that the complaint was against.

Thank you