Liberty Equipment Repair, Inc.

To whom it may concern:In response to *** *** stated issues conceming his motorhome that was towed to LibertyEquipment, Incfor brake failure, *** *** states that his vehicle was towed here on August 1st • It wastowed 1n after working hours by *** *** and dropped
off across the street at the Napaparking lot as we have a locked facilityWe became aware of the vehicle after *** *** called in themorning and let us know it had been towed in and he had brake issuesWe sent a technician across thestreet and had to reinstall the drive axles to limp it back to the shop to look at itAxles and/or driveshafts are pulled from trucks/buses and coaches when towed to prevent transmission failure.*** *** did call Liberty Equipment multiple times during the day to know when his coach may be roadworthyWe were una ble to locate the correct parts to give him an accurate estimate on repair costs till after lunchThe brakes on the coach had overheated and it would require calipers, rotors and pads to repairWe could not give him a cost or eta on repairs till we could locate the correct parts for his brakesystem.About 1200, while I was down getting the parts requisition from our parts manager with prices andavailability on the needed parts to repair the coach, *** *** called the service department, talked with*** ***, a service writer and told him to put the coach back together and he would take itsomewhere else to have it worked on, which we didWhen he appeared here about Yhour later, heasked how it was coming along and we told him we were reinstalling the axles and brakes and he actedshockedI believe he thought by calling saying that, we would push his coach along faster[f we stockedall the correct parts for *** *** *** *** chassis motorhome, which the dealer doesn't have instock, we couldn't have done the coach in one day's time.This coach also appeared without an appointment during one of the busiest months of the year for usand we did attempt to help a stranded motorist out*** *** was only charged to the actual timespent moving the coach to our facility, tearing down the wheels and brakes to diagnosis the failure and put it back 1ogether, after he requested us to, so he could move it elsewhereWe also charged him for the rear gear oil lubricant lost when his axles were originally pulled and the RTV to reseal them to the hubs.*** *** also stated that towards the end ofthe day, he contacted us about taking his coach elsewhereIt took us almost hours to put his coach back together when he called and requested we do soI have enclosed copies of the 1ime stamp of 3:pm when his credit card was run and he drove his coach awayHe did not tow iout of hereI have also *** a copy of the invoice he received.I do wish this transaction had had a more positive outcome for all parties involvedWe did have to put off other customers in an at1empt to help *** *** with his problem.*** ** ***

Review: On August 1st, my vehicle was towed to Liberty Equipment, [redacted] On August 2nd, I contacted Liberty Equipment regarding the status of my vehicle multiple times (throughout the entire day), without any status updates.

Toward the end of the day, I contacted Liberty Equipment to state I was having my vehicle moved elsewhere due to lack of communication and inability to diagnose my vehicle.

Upon picking up my vehicle, I was asked for my credit card in order to retrieve my vehicle, in a sense as ransom. I was provided my keys and took my vehicle.

A charge of $433.83 was charged for services that were NOT rendered. It is my belief that due to the request to take my vehicle, Liberty Equipment employees became upset and created an excessive bill of charges.

* Liberty Equipment gave no status of vehicle, no notice of charges, all day.

* I authorized NO work on my vehicle. Nothing was signed by me to authorize the charges.

* Liberty Equipment held my vehicle for ransom, unless a credit card was presented.

No estimate. No service was completed.Desired Settlement: The employees deserve reprimand for lack of communication with customers.

I expect Liberty Equipment to refund the charges, as they were not authorized, and excessive.

Business

Response:

To whom it may concern:In response to [redacted] stated issues conceming his motorhome that was towed to LibertyEquipment, Inc. for brake failure, [redacted] states that his vehicle was towed here on August 1st • It wastowed 1n after working hours by [redacted] and dropped off across the street at the Napaparking lot as we have a locked facility. We became aware of the vehicle after [redacted] called in themorning and let us know it had been towed in and he had brake issues. We sent a technician across thestreet and had to reinstall the drive axles to limp it back to the shop to look at it. Axles and/or driveshafts are pulled from trucks/buses and coaches when towed to prevent transmission failure.[redacted] did call Liberty Equipment multiple times during the day to know when his coach may be roadworthy. We were una ble to locate the correct parts to give him an accurate estimate on repair costs till after lunch. The brakes on the coach had overheated and it would require calipers, rotors and pads to repair. We could not give him a cost or eta on repairs till we could locate the correct parts for his brakesystem.About 1200, while I was down getting the parts requisition from our parts manager with prices andavailability on the needed parts to repair the coach, [redacted] called the service department, talked with[redacted], a service writer and told him to put the coach back together and he would take itsomewhere else to have it worked on, which we did. When he appeared here about Y2 hour later, heasked how it was coming along and we told him we were reinstalling the axles and brakes and he actedshocked. I believe he thought by calling saying that, we would push his coach along faster. [f we stockedall the correct parts for [redacted] chassis motorhome, which the dealer doesn't have instock, we couldn't have done the coach in one day's time.This coach also appeared without an appointment during one of the busiest months of the year for usand we did attempt to help a stranded motorist out. [redacted] was only charged to the actual timespent moving the coach to our facility, tearing down the wheels and brakes to diagnosis the failure and put it back 1ogether, after he requested us to, so he could move it elsewhere. We also charged him for the rear gear oil lubricant lost when his axles were originally pulled and the RTV to reseal them to the hubs.[redacted] also stated that towards the end ofthe day, he contacted us about taking his coach elsewhere. It took us almost 2 hours to put his coach back together when he called and requested we do so. I have enclosed copies of the 1ime stamp of 3:20 pm when his credit card was run and he drove his coach away. He did not tow i1 out of here. I have also [redacted] a copy of the invoice he received.I do wish this transaction had had a more positive outcome for all parties involved. We did have to put off other customers in an at1empt to help [redacted] with his problem.[redacted]