M & M Maintenance & Janitorial

Initial Business Response / [redacted] (1000, 5, 2018/02/26) */ February 26, RE: [redacted] November 6, we replaced the right rear stop light lamp and socket and the center stop light lampThis was in conjunction with numerous fluid leak repairs November 30, [redacted] returned and stated that the vehicle is having trouble idling and that usually it will die if the vehicle isn't given gasPer [redacted] authorization we performed a diagnostic testThe symptom was verified as described by [redacted] My technician noted that with the scan tool, when commanding the IAC (idle air control), it was slow to respondWe then replaced the IAC per [redacted] authorizationAfter completing the repair, we again tested the IAC, road tested the vehicle and verified the problem was corrected February 10, [redacted] returned his vehicle stated that the brake light we replaced has gone out again and that in the mornings when it's cold the vehicle will die, once the engine is warmed up the issue will go away We diagnosed the stop light and found circuit board in right rear lamp assembly is open and recommend replacing both sides because this is a pattern or very common problem with this design We were never able to duplicate the stalling problemWe tested with scan tool the idle was always in spec, the IAC was functioning correctly and there were no DTCs We contacted [redacted] and recommended replacing his taillight lenses because the problem was the circuit board which is part of the lensAlso, we advised him we were unable to duplicate his stalling problem and that everything tested good [redacted] authorized replacing the lenses and agreed to leave the vehicle while waiting for parts to allow us to start and test again on cold mornings Over the course of the next several days, starting the vehicle cold we were never able to duplicate his complaint February 16, [redacted] came to check on his vehicleI observed him yelling at the young man [redacted] at the front counterI came in to see what the problem was, and [redacted] began yelling at meWhen I asked what I could do to resolve his problem he screamed at me to shut up and not to try to change the subjectHe was behavior was very aggressive and irrationalI continued to tell him that we only wanted to resolve the issue and he continued to yell at meIt was so bad that another customer in the room asked him to please stop yelling and finally had to leave the roomIt was at that point that I informed [redacted] that we would not be willing to work on his vehicle any longer and to please take it somewhere else There were no such warranty repairsAnd if there were, all of our repairs are covered by our year/36,mile nationwide warranty honored at more than 17,Napa AutoCare Centers Sincerely, Roy Foster, President Roy Foster's Automotive Initial Consumer Rebuttal / [redacted] (3000, 7, 2018/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated the car is doing the same as when I brought the car inObviously not repaired the vehicle is proofI want all funds paid to be returnedNapa warranty and this business is useless

Initial Business Response /* (1000, 5, 2015/12/04) */
December 4,
RE: Revdex.com Case #: ***
***: We are sorry for the problems with your car and for the inconvenience it caused you
Roy Foster's Automotive has been serving Downtown Reno for yearsWe have built our business and
the trust of the community by adhering to principles of Honesty and IntegrityAlso, in addition to those principles we only employ the best technicians available and have invested in the most recent, state-of- the-art equipment and ongoing technician training
To say "they don't really care about their customers" is contrary to the very principles that have built the business and allowed it to endure for almost decadesTo say "they tried to rip me off, and they did" is absurd and unequivocally false
On September 9, we performed a vehicle inspection on the car at which time there was no evidence of a coolant leakIn addition, the coolant level was full, and the HVAC system was working normally, as documented on the inspection reportThe fact is, if the thermostat was leaking at that time, the coolant level would be low, there would be fluid leaks under the vehicle, and the heater would not be functioning properlyIn other words, there was no leak at the thermostat gasket at the time of the inspectionAs for the serpentine belt, it is very difficult to see, since there is only a 1/inch gap to see the belt
Being a *** approved auto repair, many of our customers are membersSaturday, when the vehicle was brought in, of customers were *** membersAccordingly, we service each member's vehicle as fast as possible and in the order they arriveIt would have been impossible to have appropriately diagnosed and estimated cars in hourYour car was however, diagnosed, estimated and repaired in a timely mannerYour concern with your heater was properly diagnosed, repaired and the belt was replacedUnfortunately, when replacing the belt, an electrical connector became dislodged causing a bad connection to the alternatorThe connector was found still connected and visually looked goodIt was only able to be found by testing the charging system
In the early morning of Monday November 30, 2015, *** arrived at our facility appearing to be very angryHe was greeted by ***, and was told it would be a few moments as there were a few customers ahead of him*** conveyed to *** that the vehicle started having problems after picking it up Saturday***e explained that his concern was important to us and we understood his frustrationsAgain, *** explained that we would promptly take care of the problem and call them upon completionA short time later, *** returned and proceeded to verbally assault ***, screaming profanities( multiple "F" words), and not allowing ***e to acknowledge her concerns***e assured her we would take care of repairing her car and asked her to please leave the property, and even had to take it to the extreme of threatening to call the policeWhen a person is being verbally attacked with profanities, they might tend to be a little rude in return
The vehicle was properly diagnosed and repaired at no charge and the *** were notified
The repairs to your vehicle were done in a timely manner and performed correctlyThe failure of the charging system was unrelated to our repairsOur technician may have inadvertently dislodged the connectionWe diagnosed and repaired the charging system problem at no chargeConsequently, we decline your request for any refund
Sincerely,
Roy Foster, President
Roy Fosters Automotive
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because there is no truth to *** accusation
This is in response to MrRoy Foster's reply to my complain
First of all, I do believe in your 68years of service in Reno,adhering to pringciples of Honesty and IntegrityThat's why, I took my car in your shop, the 1st timeThat's why, I gave you my trust
Unfortunately,that's not what ***e showed us the 2nd time.Honesty? first of all, He said, as I quoted you "*** returned and proceeded to verbally assault ***e, screaming profanities( multiple "F" words), and not allowing ***e to acknowledge her concerns." If your "F" word means, bad word, I VEHEMENTLY DENY thatI never use a single bad or "F" word(as you call it) from the start till end of our conversationI am not capable of saying that because it's not what I learned hereI don't use bad words of any kind,to anybody, not even in my own native languageScreaming, noI came in with simple question " What happened?" Verbal Assault, Nowhen I came in, my first question is, "what happened(to my car?)
*Please review the excerpts from my first complaint letterwhat I wrote there are exactly what transpired& what I said, and He saidSome of *** answers are:" I don't know" & I was not the mechanic who did the diagnostic test" & " I was not here last SaturdayI asked questions related to what they did to my car
The least he could have done is (since he is representing your company and, as you said, taking care of customers), is APOLOGIZE, take RESPONSIBILITY, Take ACTION by maybe looking it up in your system of what they did, or ask Karl or the mechanicAnd find out and tell me the problem and possible solution to the problemAnd perhaps, ENCOURAGE us to come back(Instead of *** telling me to look for another mechanic shop)That's what I think is a simple good and effective customer service
But, that's not what he didInstead, he wants me to step out of the shopI wasn't screaming at that timeI am not very good in English, and I want him to understand clearly my inquiryBut I am very very upset, that turned into frustration, that all I can do is ask questionsContrary to what he said, not giving him time to acknowledge my concern, I gave him all the time to every question I askBut Instead of giving me the right answers, he said, he's going to call the police, I told him to go ahead and callI felt that if police is present, I would even get more answers to my questions
I vehemently deny his accusation that I verbally assault himI found out now that He's not only very rude, but also a liarIf *** would have explained to me everything you have explained here, regarding all the repairs and diagnostics,it wouldn't have gone too farand it would have settled everything right then and there
Regarding *** priority service, while I do understand that you gave out Saturday, 8am appointment to customers, but we were there 7:45amAnd there were no cars waitingAs soon as Karl opened the shop, we were the first to come in and checked in, and surrendered my keyAre we suppose to be first in line for the *** Priority Service since, we came in first,with nobodyelse there, and we did have appointment? Yes or No? We were very surprise that when we came back, my car is still at the parking lot, and all others were already inside the shop
I told ***e that I am going to wait until my car is fixedHe said, I am not allowedAnd his excuse is, I am verbally assaulting himThere was no verbal assault, no screaming, and no "F" wordsOtherwise, he would have just really called the police, instead of just threatening me
So, are you confirming to us that, because it's free of charge, you don't issue job order receipt for customer's (future) reference? Is it as simple as telling us in the future " we didn't do that" because we don't have any evidence/paperworks to show past history of repair from your company?
We were driving minimum of 65mph on a freeway in I-east, with all the cars behind us when my car shut down, and car behind us honked their horn, almost causing us an accidentI even told*** to put his shoes in my shoes, for that moment, so he knows how I feel
As I quoted you in your reply, "Our technician may have inadvertently dislodged the connection", does that mean, you are amenable to this error, that may have cause us an accident at the freeway?
When I said, " they rip me off..", I thought I was wrong to say thatUntil I read all the the reviews at yelp.com about your companyMaybe, I was right,after all
Again, I vehemently deny all of *** accussation especially verbal assault and saying multiple "F" wordBecause I never said a single word of that and I didnt verbally assault him
Final Consumer Response /* (3000, 15, 2015/12/21) */
I would like to request for the following:
1) a receipt/job order of the last repair, your office, Roy Foster's Automative, did to our car, last November 21, I do understand it's free of charge, since it's a technician's error, as I quoted in your explanation, "Our technician may have inadvertently dislodged the connection"But since I keep track of all the repairs and maintenance of our car, I do need a copy of that job order for our file/record, and for future reference, as well
2) a copy of the surveillance tape
This is all
Final Business Response /* (4000, 19, 2016/01/12) */
work order the Consumer has requested

Initial Business Response /* (1000, 5, 2018/02/26) */
February 26, 2018
RE: [redacted]
November 6, 2017 we replaced the right rear stop light lamp and socket and the center stop light lamp. This was in conjunction with numerous fluid leak repairs.
November 30, 2017 [redacted] returned and stated...

that the vehicle is having trouble idling and that usually it will die if the vehicle isn't given gas. Per [redacted] authorization we performed a diagnostic test. The symptom was verified as described by [redacted]. My technician noted that with the scan tool, when commanding the IAC (idle air control), it was slow to respond. We then replaced the IAC per [redacted] authorization. After completing the repair, we again tested the IAC, road tested the vehicle and verified the problem was corrected.
February 10, 2018 [redacted] returned his vehicle stated that the brake light we replaced has gone out again and that in the mornings when it's cold the vehicle will die, once the engine is warmed up the issue will go away.
We diagnosed the stop light and found circuit board in right rear lamp assembly is open and recommend replacing both sides because this is a pattern or very common problem with this design.
We were never able to duplicate the stalling problem. We tested with scan tool the idle was always in spec, the IAC was functioning correctly and there were no DTCs.
We contacted [redacted] and recommended replacing his taillight lenses because the problem was the circuit board which is part of the lens. Also, we advised him we were unable to duplicate his stalling problem and that everything tested good. [redacted] authorized replacing the lenses and agreed to leave the vehicle while waiting for parts to allow us to start and test again on cold mornings.
Over the course of the next several days, starting the vehicle cold we were never able to duplicate his complaint.
February 16, 2018 [redacted] came to check on his vehicle. I observed him yelling at the young man [redacted] at the front counter. I came in to see what the problem was, and [redacted] began yelling at me. When I asked what I could do to resolve his problem he screamed at me to shut up and not to try to change the subject. He was behavior was very aggressive and irrational. I continued to tell him that we only wanted to resolve the issue and he continued to yell at me. It was so bad that another customer in the room asked him to please stop yelling and finally had to leave the room. It was at that point that I informed [redacted] that we would not be willing to work on his vehicle any longer and to please take it somewhere else.
There were no such warranty repairs. And if there were, all of our repairs are covered by our 3 year/36,000 mile nationwide warranty honored at more than 17,000 Napa AutoCare Centers.
Sincerely,
Roy Foster, President
Roy Foster's Automotive
Initial Consumer Rebuttal /* (3000, 7, 2018/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated the car is doing the same as when I brought the car in. Obviously not repaired the vehicle is proof. I want all funds paid to be returned. Napa warranty and this business is useless.