Lawrence Ryan Investigations, Inc.

In response to the complaint we received :After careful consideration to this complaint, Glenway Auto Center stands fully behind the repairs made on the Ford FocusTheir complaint that the incorrect serpentine belt was put on by my shop, their chosen mechanic, is unfoundedThe belt was
replaced because of its poor condition while we replaced the alternator that had failedThe customer states that the auto parts store told them our shop put on a belt that was one and one half (11/2) inches too shortThat would be nearly impossible to even install a belt that is 11/2 inches too short because of the limited travel of the serpentine belt tensionerThe customer brought us the packaging that the parts store belt came inThe parts store and customer both agree that this is the proper beltWe also agreeThat part number is an exact cross-referenced part number to the belt we installedOn our repair invoice, attached file, we installed part number This is a Goodyear brand belt that helps alleviate noiseThe package the customer installed after the belt tensioner broke is 5060835, picture attachedThis is a Dayco brand beltThere are many companies that manufacture these serpentine beltsThere part numbers will all cross reference to the different models of vehiclesAs you can see from the Dayco attachment, the part number belt we put on the car is an exact match to the Dayco belt the store sold the customerIt is unfortunate that the serpentine belt tensioner went bad for the customer, but it, like the recently failed alternator that we replaced, was on the car for a long time and finally gave upThe belt we put on the car was not the cause of any failure.On a different note, these customers say in the complaint that the mechanic put wrong parts on their car and misrouted it to make it fitYou cannot misroute / reroute the serpentine belt because other components will not workThis mechanic that performed the repairs on the car was requested by these customers, as they are church friends of the mechanics wifeWe have worked on the complaintants mother's car and the church bus as wellNever any issuesWe have always provided these services at reduced parts prices and labor rates because they were "family".We take very seriously our reputation and online surveys as you can tellThis claim is unfounded and we would like it expunged from our record.Thank You,*** ***

In response to Miss *** claim, Glenway feels there is no positive resolution to this claimMiss *** wanted to pay the tax only for a coupon for a $oil changeAfter several attempt at explaining that the coupon was for an oil change for $plus tax, she said the coupon was misleading
and we were being deceitfulShe did receive a partial oil change of new oil at no charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Samuel ***
*** *** makes my point that the electric blend doors were not functioning properly due to the heater A/C controls required re-programingHad he completed the investigation of the problem he would not have returned the car to me in the same condition it was in when I brought it in for repairI told Mr*** that the A/C worked off and on which would not be the case if it were low on FreonIt seems to me he had hit on the real problem however, due to his incompetence was unable to come up with a solutionSadly he returned the car to me with the A/C not workingI hope he doesn't take this path when repairing brakes

Tell her to come pick up the coupon at Glenway.

I Contacted an Office in the attempt to get a free voucher for a free oil change and this company has refused to send that to me and I have waited over a year for this free voucher and that's all I want is this free voucher and the issue will be resolved. The complaint was from a year ago where the manager of this store in Florence Kentucky was very insulting towards me and told this office they would give me a free voucher. I'm looking for this company to keep their word.Free oil change voucher to take my car to get an oil change at the auto store of my choice

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
the gentle was rude and yelled at me, they did not do and oil change, I went straight to a place when I left their shop to get the oil change that was needed for my car, I believe I'm entitled to a free oil  change just for this guy being unprofessional 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] this is not true, no one has sent anything to my home!!!!
I am still waiting for the coupon for a free oil change!!!!
Regards,
[redacted]

The business has indicated that the coupon can be picked up at 5965 Centennial Circle in Florence at any time.  It is ready.

Mr. [redacted] brought his vehicle in and stated his air conditioner was not working, was blowing warm air. As is standard procedure, the technician hooked up the pressure gages to see what the Freon level looked like, to see if it were low. It was indicated that the Freon level was low, so the next step...

in process is to charge the system to proper Freon level. Now the system was blowing cold air but an electric blend door in the dash was preventing the cold air to come out proper vents. After physically checking the blend door actuator, the system started working again (which subsequently failed electrically through the heater control). We did not experience this failure after inspecting the actuator and it started working. I the technician would have experienced this, we would have called Mr. [redacted] to get authorization for further repairs. Mr. [redacted] states he wants his money refunded due to "incompetence and nonperformance". I completely disagree that either of those terms apply to this repair. The vehicle had two failures, and he is asking Glenway to pay for one of the failures. I believe that a refund is not in order.[redacted]

Hi [redacted],Hard to believe this is still going on. Glenway did purchase a gift card for $40.00 so Ms. [redacted] could go get an oil change elsewhere. We have tried to deliver to her house numerous times, never anyone home ? I would like a release signed by Ms. [redacted] to close the case.Phil Purkiser###-###-#######-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]i would pick it up there, but need to know the coupon would be there, I need to know for sure that it's there 
Regards,
[redacted]