RE: [redacted] & [redacted] Thank you for bringing this to our attentionWe have already spoken to [redacted] and they sent an inspector to check the vehicleOur warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)The original repair was performed on both rear calipers on November 1st and the inspection that failed was on January 19th If the rear caliper needed to be replaced, it would have been out of the warranty period and not coveredHowever, from an agreement with [redacted] and the customer, we stated we would cover the caliper replacement (if the [redacted] inspector had found the caliper to be defective) out of good will if the vehicle was brought back to us Our Territory Manager from [redacted] was involved with this case and can answer any further questions in regards to [redacted] & [redacted] ***'s [redacted] ** [redacted] Territory Manager: Ben P(###-###-####)
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:We are requesting two things 1) reimbursement in the amount of $as described in previous correspondence (Which, by the way, is considerably less than Loudoun Auto Repair was going to charge us to repair the caliper) 2) An apology for the way we were treated by Loudoun Auto Repair and for damage they caused to our vehicle, as described previously Neither of these items have been communicated to us or addressed.To be clear, Loudoun Auto Repair required us to have work done to our vehicle, which was deemed unnecessary by a third party, in order to fulfill their 'warranty.' The third party repaired the caliper only and the vehicle subsequently passed VA state inspection Anyone with any experience of vehicles and repair knows that a rear brake caliper should last longer than months or 9,miles This is why we contacted [redacted] for assistance in resolving this matter Any reputable repair shop would have questioned the work and warranty and wanted to look into it further Loudoun Auto Repair did neither- instead wanting to charge us in full to repair the same part again and additionally repair the brake cable (at our expense) which didn't need to be repaired! Further, another item was broken on our car while at their shop and Loudoun Auto Repair refuses to accept responsibility for it The lock still does not work manually Regards, [redacted] ***
To be clear, the brake caliper is OUT of the warranty period offered by our shop, our warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)However, with an agreement with ***, we would replace the brake caliper (if the [redacted] inspector found it defective) outside of the warranty period with no other "required" or "unnecessary" repairs on our part, and only with the understanding the parking brake may still not hold properlyThe customer was given the opportunity to have the caliper replaced at our facility if the [redacted] inspector deemed it necessaryVirginia State Inspection Regulations require the parking brake to hold properly; we can only recommend repairs to the vehicle, it is in the customers best interest to have these repairs performed for safety reasonsIf the difference between the warranty issue and Safety Inspection issues were not clearly specified, we apologize.If there was any evidence our team members had broken the door lock, we would take care of itHowever, we spoke to all persons who were in direct contact with the vehicle and by all accounts on our behalf, the lock was broken yet functional prior to the vehicle being driven in for the safety inspection
To be clear, the brake caliper is OUT of the warranty period offered by our shop, our warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)However, with an agreement with ***, we would replace the brake caliper (if the *** inspector found it defective) outside of the warranty period with no other "required" or "unnecessary" repairs on our part, and only with the understanding the parking brake may still not hold properlyThe customer was given the opportunity to have the caliper replaced at our facility if the *** inspector deemed it necessaryVirginia State Inspection Regulations require the parking brake to hold properly; we can only recommend repairs to the vehicle, it is in the customers best interest to have these repairs performed for safety reasonsIf the difference between the warranty issue and Safety Inspection issues were not clearly specified, we apologize.If there was any evidence our team members had broken the door lock, we would take care of itHowever, we spoke to all persons who were in direct contact with the vehicle and by all accounts on our behalf, the lock was broken yet functional prior to the vehicle being driven in for the safety inspection
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:We are requesting two things. 1) reimbursement in the amount of $as described in previous correspondence. (Which, by the way, is considerably less than Loudoun Auto Repair was going to charge us to repair the caliper) 2) An apology for the way we were treated by Loudoun Auto Repair and for damage they caused to our vehicle, as described previously. Neither of these items have been communicated to us or addressed.To be clear, Loudoun Auto Repair required us to have work done to our vehicle, which was deemed unnecessary by a third party, in order to fulfill their 'warranty.' The third party repaired the caliper only and the vehicle subsequently passed VA state inspection. Anyone with any experience of vehicles and repair knows that a rear brake caliper should last longer than months or 9,miles. This is why we contacted *** for assistance in resolving this matter. Any reputable repair shop would have questioned the work and warranty and wanted to look into it further. Loudoun Auto Repair did neither- instead wanting to charge us in full to repair the same part again and additionally repair the brake cable (at our expense) which didn't need to be repaired! Further, another item was broken on our car while at their shop and Loudoun Auto Repair refuses to accept responsibility for it. The lock still does not work manually
Regards,
*** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Business states we needed to return vehicle back to them for warranty repair. They didn't mention that they also required us to have other unnecessary repairs done on the car at our expense in order for them to fix the warranty item. (Third party mechanic deemed all of those additional repairs unnecessary). Of course, we would not agree to this. Additionally, the business never apologized for treating us poorly during this transaction. Thirdly, they did not address the broken door lock on our car at all
Regards,
*** ***
RE: *** & *** ***
Thank you for bringing this to our attentionWe have already spoken to *** and they sent an inspector to check the vehicleOur warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)The original repair
was performed on both rear calipers on November 1st and the inspection that failed was on January 19th If the rear caliper needed to be replaced, it would have been out of the warranty period and not coveredHowever, from an agreement with *** and the customer, we stated we would cover the caliper replacement (if the *** inspector had found the caliper to be defective) out of good will if the vehicle was brought back to us
Our Territory Manager from *** was involved with this case and can answer any further questions in regards to *** & *** ***'s *** **
*** Territory Manager: Ben P(###-###-####)
RE: [redacted] & [redacted] Thank you for bringing this to our attentionWe have already spoken to [redacted] and they sent an inspector to check the vehicleOur warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)The original repair was performed on both rear calipers on November 1st and the inspection that failed was on January 19th If the rear caliper needed to be replaced, it would have been out of the warranty period and not coveredHowever, from an agreement with [redacted] and the customer, we stated we would cover the caliper replacement (if the [redacted] inspector had found the caliper to be defective) out of good will if the vehicle was brought back to us Our Territory Manager from [redacted] was involved with this case and can answer any further questions in regards to [redacted] & [redacted] ***'s [redacted] ** [redacted] Territory Manager: Ben P(###-###-####)
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:We are requesting two things 1) reimbursement in the amount of $as described in previous correspondence (Which, by the way, is considerably less than Loudoun Auto Repair was going to charge us to repair the caliper) 2) An apology for the way we were treated by Loudoun Auto Repair and for damage they caused to our vehicle, as described previously Neither of these items have been communicated to us or addressed.To be clear, Loudoun Auto Repair required us to have work done to our vehicle, which was deemed unnecessary by a third party, in order to fulfill their 'warranty.' The third party repaired the caliper only and the vehicle subsequently passed VA state inspection Anyone with any experience of vehicles and repair knows that a rear brake caliper should last longer than months or 9,miles This is why we contacted [redacted] for assistance in resolving this matter Any reputable repair shop would have questioned the work and warranty and wanted to look into it further Loudoun Auto Repair did neither- instead wanting to charge us in full to repair the same part again and additionally repair the brake cable (at our expense) which didn't need to be repaired! Further, another item was broken on our car while at their shop and Loudoun Auto Repair refuses to accept responsibility for it The lock still does not work manually Regards, [redacted] ***
To be clear, the brake caliper is OUT of the warranty period offered by our shop, our warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)However, with an agreement with ***, we would replace the brake caliper (if the [redacted] inspector found it defective) outside of the warranty period with no other "required" or "unnecessary" repairs on our part, and only with the understanding the parking brake may still not hold properlyThe customer was given the opportunity to have the caliper replaced at our facility if the [redacted] inspector deemed it necessaryVirginia State Inspection Regulations require the parking brake to hold properly; we can only recommend repairs to the vehicle, it is in the customers best interest to have these repairs performed for safety reasonsIf the difference between the warranty issue and Safety Inspection issues were not clearly specified, we apologize.If there was any evidence our team members had broken the door lock, we would take care of itHowever, we spoke to all persons who were in direct contact with the vehicle and by all accounts on our behalf, the lock was broken yet functional prior to the vehicle being driven in for the safety inspection
To be clear, the brake caliper is OUT of the warranty period offered by our shop, our warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)However, with an agreement with ***, we would replace the brake caliper (if the *** inspector found it defective) outside of the warranty period with no other "required" or "unnecessary" repairs on our part, and only with the understanding the parking brake may still not hold properlyThe customer was given the opportunity to have the caliper replaced at our facility if the *** inspector deemed it necessaryVirginia State Inspection Regulations require the parking brake to hold properly; we can only recommend repairs to the vehicle, it is in the customers best interest to have these repairs performed for safety reasonsIf the difference between the warranty issue and Safety Inspection issues were not clearly specified, we apologize.If there was any evidence our team members had broken the door lock, we would take care of itHowever, we spoke to all persons who were in direct contact with the vehicle and by all accounts on our behalf, the lock was broken yet functional prior to the vehicle being driven in for the safety inspection
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:We are requesting two things. 1) reimbursement in the amount of $as described in previous correspondence. (Which, by the way, is considerably less than Loudoun Auto Repair was going to charge us to repair the caliper) 2) An apology for the way we were treated by Loudoun Auto Repair and for damage they caused to our vehicle, as described previously. Neither of these items have been communicated to us or addressed.To be clear, Loudoun Auto Repair required us to have work done to our vehicle, which was deemed unnecessary by a third party, in order to fulfill their 'warranty.' The third party repaired the caliper only and the vehicle subsequently passed VA state inspection. Anyone with any experience of vehicles and repair knows that a rear brake caliper should last longer than months or 9,miles. This is why we contacted *** for assistance in resolving this matter. Any reputable repair shop would have questioned the work and warranty and wanted to look into it further. Loudoun Auto Repair did neither- instead wanting to charge us in full to repair the same part again and additionally repair the brake cable (at our expense) which didn't need to be repaired! Further, another item was broken on our car while at their shop and Loudoun Auto Repair refuses to accept responsibility for it. The lock still does not work manually
Regards,
*** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: Business states we needed to return vehicle back to them for warranty repair. They didn't mention that they also required us to have other unnecessary repairs done on the car at our expense in order for them to fix the warranty item. (Third party mechanic deemed all of those additional repairs unnecessary). Of course, we would not agree to this. Additionally, the business never apologized for treating us poorly during this transaction. Thirdly, they did not address the broken door lock on our car at all
Regards,
*** ***
RE: *** & *** ***
Thank you for bringing this to our attentionWe have already spoken to *** and they sent an inspector to check the vehicleOur warranty is for "12,miles or months, which ever occurs first" (as stated at the bottom of each of our invoices)The original repair
was performed on both rear calipers on November 1st and the inspection that failed was on January 19th If the rear caliper needed to be replaced, it would have been out of the warranty period and not coveredHowever, from an agreement with *** and the customer, we stated we would cover the caliper replacement (if the *** inspector had found the caliper to be defective) out of good will if the vehicle was brought back to us
Our Territory Manager from *** was involved with this case and can answer any further questions in regards to *** & *** ***'s *** **
*** Territory Manager: Ben P(###-###-####)