Logan's Roadhouse

I am writing to confirm that the complaint/negative review submitted by [redacted] has been successfully resolved to the satisfaction of both parties. The customer brought her vehicle back to our repair shop, we discussed the issues of concern, corrected them, and fully rectified the...

situation. Please let me know if you have any questions, or if I need to take any further action to resolve this matter on my Revdex.com profile.Thank you for your help,

For clarification, it does not appear that the person writing this complaint is the customer who originally had the repairs done on the vehicle. When the customer had the vehicle brought in to our shop in June, she specifically requested a starter replacement. We offer diagnostics to every customer, but in this case, the customer declined diagnostics stating that the vehicle had already been checked out by a mechanic. We informed the customer that we could not be held responsible if the starter replacement didn't solve the problem unless we personally diagnosed the vehicle. She still declined diagnostics stating that she was sure that it needed a starter. We do not perform any unauthorized work and that includes diagnostics. The customer declined diagnostics so we did not perform them. We always include diagnostics on every invoice when we perform them, even if the fee was waived we still list them on the invoice at no charge. The customer's invoice does not include any diagnostics, because, at her request, none were performed. We did not do any diagnostic scan for the check engine light at this time.We did not become aware of the technical bulletin until we performed diagnostics when the vehicle was brought back to our shop. We would never intentionally mislead or withhold information from a customer. We simply are not aware of every technical bulletin for every issue on every make and model of vehicle. We find that information during the diagnostic process. The issue causing problems to reoccur would have been addressed and corrected in June if we had diagnosed the vehicle, but we were not the ones who diagnosed it. The warranty provided is on parts and labor, and the parts were properly installed, not defective, and functioned properly until they were destroyed due to the timing problem. As we originally told the customer, we cannot be responsible for incorrect diagnostics if we did not perform them ourselves. We also cannot be responsible for damage caused by a separate problem in the timing system which we did not work on. -- [redacted]Auto Service Experts