Mandalay Apartments

I am writing in response to your letter dated 2/5/regarding concern ID [redacted] filed by Ms [redacted] I believe you will conclude the following fact pattern will demonstrate that Honest-Auto Care (“H1”) has made every effort to resolve this issue in a manner that aligns well with the Revdex.com’s core service of resolving customer complaints in a fair, fast and equitable way.Hconducted an oil change and tire rotation for the J [redacted] the afternoon of 12/22/ On 1/29/18, Mr [redacted] advised H1’s shop manager the vehicle lost its oil while in operation and had been towed to a [redacted] location Mr [redacted] refused to bring the vehicle back to Hfor assessment Hcovered the $cost to have the vehicle towed to his dealership rather than initiate a debate in the moment.I spoked to Mr [redacted] by phone on 1/29/18, prior to having an opportunity to speak with my insurance company or the Hcorporate office During our conversation, I asked about having our Master Technician conduct the work He refused, indicating Hcould not be trusted with such work given our inability to perform simple tasks Mr [redacted] asked about payment for the engine his [redacted] dealer wanted to install, and I advised him I would speak to the dealer.Over the next few days, I spoke to my insurance company and the Hcorporate office I am new to the auto repair industry, having just opened my first shop on 10/3/ Through these discussions, I came to understand I should have made these calls in advance of my conversation with Mr [redacted] An “oil out” event due to drain plug failure is not an uncommon occurrence in the auto repair industry The root cause of a drain plug failure include, but are not necessarily limited to, technician error, intentional technician sabotage, drain plug gasket failure, or a problem with the plug and/or oil pan Additionally, it was brought to my attention by the Hcorporate office that customers are also known to sabotage their own vehicles in an effort to obtain free engine repair or replacement.I spoke to Mr [redacted] the morning of 2/2/and advised him the work would need to be performed at H After some discussion, Mr [redacted] indicated while his preference was to have his dealer perform the work, he did understand our position We intended to have the vehicle towed to Hat our expense, and all seemed OK.Later the same day, Mr [redacted] called back and asked me to allow the dealer to fix the vehicle, citing a conversation he had with the dealership’s mechanic I advised him I was still committed to making things right, but to do so would require the work to be performed in my shop I made it clear to Mr [redacted] my biggest problem was his insistence on having me pay a third party to repair his vehicle without ever having looked at it At that point, Mr [redacted] said he would get back to me There has been no further communication since 2/2/18.The [redacted] ’ [redacted] oil out event occurred more than one month after the services were performed Most repair shops have justification to wash their hands of this situation due to the passage of time and having no knowledge of what has happened to the vehicle after leaving the shop In these cases, vehicle owners have little to no recourse I offered to pay another towing bill, have our ASE Certified Master Technician with years experience complete the repairs at no cost, and cover the costs of a rental vehicle Mr [redacted] has decided no one in my shop is trustworthy, and that is certainly his prerogative, but I believe our offer was exceedingly more than reasonable and fair.Approximately weeks have now passed from the date of the service The [redacted] vehicle has been in the hands of two auto service shops, and they have refused to bring it to our shop Under the circumstances, I consider this situation closed and our offer rescinded (Original document attached)

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.MrS***'s refusal to offer any resolution besides his own shop doing the work is unacceptable to usWhen we reluctantly agreed to allow him to do the work, this arrangement was contingent on our mechanic being able to do a thorough inspection after the work was completed to determine that it was properly doneIn speaking with our mechanic we were told that they would not be able to provide us with an acceptable level of certainty that the work was done correctly and that we would not have problems down the roadAfter this conversation we requested that Honest honor their original commitment to pay for the work at our mechanic and they refusedWe would never have selected a mechanic we were unfamiliar with to do work of this nature and it is unreasonable now for MrS [redacted] to require us to do so in order to correct the problems caused by his shopIt is also disingenuous for him to imply that he is unsure whether the problems were caused by the work done thereIn initial conversations MrS [redacted] not only admitted that the issue was caused by Honest-1, he indicated that he had reason to believe he knew who did it and that it was likely done intentionally to harm his reputation Regards, [redacted]

Having words put into my mouth has become exceedingly tiresome, not to mention being falsely accused of making statements I did not.I spoke to Mr [redacted] on the 29th of January, not Mrs [redacted] Mrs [redacted] ’s claim that I’m lying about what I said is indefensible and wholly without merit I spoke the words, I know what I said What I said to Mr [redacted] was that I had reason to suspect (my exact words, I believe) the drain plug failure could have been caused by a former technicianIt’s simply not possible to equate voicing a suspicion to an admission of guilt How could I even make such an admission? It’s no more possible to for me to prove my suspicion to be true than it is for the [redacted] ’s It is one possible cause, and that’s why I agreed to pay for a second tow, replace their engine, pay for their rental and pay for their mechanic to perform an inspection.I made the decision to not pay a third party after having received new information from experts with decades worth of experience in this industry as compared to my four months While I was willing to fix the problem rather than take the position that there was no way to prove fault, I was not willing to expose my business to the real and unnecessary risk of blindly paying a third party I don’t know or trust on behalf of a former customer that I have no more reason to trust than they do me On 2/2, Mr [redacted] agreed to have the work performed at my shop and stated he understood our position He later called to let me know he talked to his mechanic, and he changed his mind about allowing us to perform the work So, after receiving new information from his trusted expert, he changed his mind The clear double standard is frustrating, at bestI’m not surprised to be accused of making a claim against the [redacted] ’s, but the fact is words are again being put into my mouthHopefully, I can make the point a bit clearer The rhetorical questions I posed represent the considerations I was compelled to evaluate when making my final decision The issues I raised are real in this industry I don’t know anything about the [redacted] ’s or their mechanic I can make no claims regarding their intent, motives or characterThat fact, along with what appears to be some unusual circumstances (e.g., taking five weeks to fail, no signs of oil leaking over that period, and no oil pressure indicator activation) raise concerns no owner in my position should choose to ignore Even setting the unusual circumstances aside, agreeing to such demands would be a poor business decision in any industry As a small business owner, I must make the best decisions I can to mitigate risk.At the end of the day, the only relevant aspect of this unfortunate situation is the fact that my employee may or may not have been responsible for the plug failure, and I agreed to rectify the problem at no cost to the [redacted] ’s They’ve rejected my offer, and that’s perfectly fine, but I’m finished repeating myself and I’m certainly not willing to continue subjecting myself to word twisting and accusations of dishonesty Continuing the fruitless back-and-forth through the Revdex.com will not yield a different result I do not accept the [redacted] ’s proposal, and there is nothing more to discuss in this matter ell us why here

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.MrS***’s suggestion that we are seeking to enrich ourselves is preposterousFrom the beginning our only goal has been to have our car restored to proper working order by a mechanic we trust, and to have the party responsible for the damage cover the costsDespite his current claims to the contrary, Honest-initially 1) took responsibility for the damage, and 2) agreed to our request to cover the costs of having our mechanic repair the carHe then backed out of that agreementAt this point if Honest-were willing to reimburse us for the cost of the parts (leaving us to cover the labor costs) we would agree to consider the matter closed
Regards,
*** ***

I am writing in response to your letter dated 2/5/regarding concern ID *** filed by Ms*** *** I believe you will conclude the following fact pattern will demonstrate that Honest-Auto Care (“H1”) has made every effort to resolve this issue in a manner that aligns well with
the Revdex.com’s core service of resolving customer complaints in a fair, fast and equitable way.Hconducted an oil change and tire rotation for the J*** the afternoon of 12/22/17. On 1/29/18, Mr*** advised H1’s shop manager the vehicle lost its oil while in operation and had been towed to a *** *** location. Mr*** refused to bring the vehicle back to Hfor assessment. Hcovered the $cost to have the vehicle towed to his dealership rather than initiate a debate in the moment.I spoked to Mr*** by phone on 1/29/18, prior to having an opportunity to speak with my insurance company or the Hcorporate office. During our conversation, I asked about having our Master Technician conduct the work. He refused, indicating Hcould not be trusted with such work given our inability to perform simple tasks. Mr*** asked about payment for the engine his *** dealer wanted to install, and I advised him I would speak to the dealer.Over the next few days, I spoke to my insurance company and the Hcorporate office. I am new to the auto repair industry, having just opened my first shop on 10/3/2017. Through these discussions, I came to understand I should have made these calls in advance of my conversation with Mr***. An “oil out” event due to drain plug failure is not an uncommon occurrence in the auto repair industry. The root cause of a drain plug failure include, but are not necessarily limited to, technician error, intentional technician sabotage, drain plug gasket failure, or a problem with the plug and/or oil pan. Additionally, it was brought to my attention by the Hcorporate office that customers are also known to sabotage their own vehicles in an effort to obtain free engine repair or replacement.I spoke to Mr*** the morning of 2/2/and advised him the work would need to be performed at H1. After some discussion, Mr*** indicated while his preference was to have his dealer perform the work, he did understand our position. We intended to have the vehicle towed to Hat our expense, and all seemed OK.Later the same day, Mr*** called back and asked me to allow the dealer to fix the vehicle, citing a conversation he had with the dealership’s mechanic. I advised him I was still committed to making things right, but to do so would require the work to be performed in my shop. I made it clear to Mr*** my biggest problem was his insistence on having me pay a third party to repair his vehicle without ever having looked at it. At that point, Mr*** said he would get back to me. There has been no further communication since 2/2/18.The ***’* oil out event occurred more than one month after the services were performed. Most repair shops have justification to wash their hands of this situation due to the passage of time and having no knowledge of what has happened to the vehicle after leaving the shop. In these cases, vehicle owners have little to no recourse. I offered to pay another towing bill, have our ASE Certified Master Technician with years experience complete the repairs at no cost, and cover the costs of a rental vehicle. Mr*** has decided no one in my shop is trustworthy, and that is certainly his prerogative, but I believe our offer was exceedingly more than reasonable and fair.Approximately weeks have now passed from the date of the service. The *** vehicle has been in the hands of two auto service shops, and they have refused to bring it to our shop. Under the circumstances, I consider this situation closed and our offer rescinded. (Original document attached)

At no time did I definitively claim I knew why the oil out event happened. I clearly stated it MAY have been caused by a disgruntled technician, but the ***'s characterization is simply not accurate. Since that conversation, it's become clear that an intentional act is extremely unlikely given that all work is traceable to the technician who performed it. There is nothing disingenuous in any comment I've made or our offer. At the time of my first conversation with Mr***, I assumed the only cause of an oil out event was at the hands of the technician. I learned a lot about oil out events I didn't know previously after having had the opportunity to speak with our corporate office, including the unusual circumstances surrounding this particular event and that technician error is by far not the only cause. I could have used this information to deny the ***s any satisfaction whatsoever, but even with this knowledge in hand, I was still willing to pay for a second tow, repair the ***'s vehicle at no cost, provide them a rental vehicle and pay their mechanic to inspect the work. What troubles me is that the ***'s have used a broad generalization to claim we are not trustworthy, and that prevents them from having us fully cover all costs to remedy the situation. I'm left wondering if the ***'s and their mechanic are disingenuous in their motivesWhat is the real reason they refuse to have us repair their vehicle at no cost? Are there ulterior motives involved? Might their trusted mechanic have motives to convince them the only safe course of action is to have it repaired by him? Is there an attempt to take advantage of the situation to become economically enriched? I won't make accusations without proof, but I most certainly have concerns. My offer was much more than reasonable and fair, and I'm left baffled as to why the ***'s chose this route rather than have us to what needed to be done to have them back on the road weeks ago. The ***'s made the choice not to accept my offer. Their choice in no way obligates me to blindly finance their decision to have their vehicle fixed elsewhere. They have their reasons for not wanting to have us repair their vehicle, and that's fine. Our offer has been rescinded, and there is nothing more to be gained by further back and forth

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.We had hoped that addressing this matter through the Revdex.com would help to bring it to a reasonable compromise, and have offered a compromise position that we thought would cost MrS*** approximately as much as his own preferred solutionBut rather than offering a compromise of his own, he refused and impugned our motivesIt is clear at this point that MrS*** is more interested in defensively reconstructing events and conversations to evade responsibility for fulfilling obligations to which his business clearly agreed than doing the right thingEven his defense--that he decided not to pay for repairs at the third party after consulting experts within his company--admits the basic facts of the caseHe agreed to do so, then backed outAny statement of his to the contrary is a falsehood. If MrS*** is unwilling to resolve the matter through the Revdex.com, we will have no choice but to pursue other means
Regards,
*** ***

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.Mr. S[redacted]'s refusal to offer any resolution besides his own shop doing the work is unacceptable to us. When we reluctantly agreed to allow him to do the work, this arrangement was contingent on our mechanic being able to do a thorough inspection after the work was completed to determine that it was properly done. In speaking with our mechanic we were told that they would not be able to provide us with an acceptable level of certainty that the work was done correctly and that we would not have problems down the road. After this conversation we requested that Honest 1 honor their original commitment to pay for the work at our mechanic and they refused. We would never have selected a mechanic we were unfamiliar with to do work of this nature and it is unreasonable now for Mr. S[redacted] to require us to do so in order to correct the problems caused by his shop. It is also disingenuous for him to imply that he is unsure whether the problems were caused by the work done there. In initial conversations Mr. S[redacted] not only admitted that the issue was caused by Honest-1, he indicated that he had reason to believe he knew who did it and that it was likely done intentionally to harm his reputation. 
Regards,
[redacted]

Having words put into my mouth has become exceedingly tiresome, not to mention being falsely accused of making statements I did not.I spoke to Mr. [redacted] on the 29th of January, not Mrs. [redacted].  Mrs. [redacted]’s claim that I’m lying about what I said is indefensible and wholly without merit.  I spoke the words, I know what I said.  What I said to Mr. [redacted] was that I had reason to suspect (my exact words, I believe) the drain plug failure could have been caused by a former technician. It’s simply not possible to equate voicing a suspicion to an admission of guilt.  How could I even make such an admission? It’s no more possible to for me to prove my suspicion to be true than it is for the [redacted]’s.  It is one possible cause, and that’s why I agreed to pay for a second tow, replace their engine, pay for their rental and pay for their mechanic to perform an inspection.I made the decision to not pay a third party after having received new information from experts with decades worth of experience in this industry as compared to my four months.  While I was willing to fix the problem rather than take the position that there was no way to prove fault, I was not willing to expose my business to the real and unnecessary risk of blindly paying a third party I don’t know or trust on behalf of a former customer that I have no more reason to trust than they do me.  On 2/2, Mr. [redacted] agreed to have the work performed at my shop and stated he understood our position.  He later called to let me know he talked to his mechanic, and he changed his mind about allowing us to perform the work.  So, after receiving new information from his trusted expert, he changed his mind.  The clear double standard is frustrating, at best. I’m not surprised to be accused of making a false claim against the [redacted]’s, but the fact is words are again being put into my mouth. Hopefully, I can make the point a bit clearer.  The rhetorical questions I posed represent the considerations I was compelled to evaluate when making my final decision.  The issues I raised are real in this industry.  I don’t know anything about the [redacted]’s or their mechanic.  I can make no claims regarding their intent, motives or character. That fact, along with what appears to be some unusual circumstances (e.g., taking five weeks to fail, no signs of oil leaking over that period, and no oil pressure indicator activation) raise concerns no owner in my position should choose to ignore.  Even setting the unusual circumstances aside, agreeing to such demands would be a poor business decision in any industry.  As a small business owner, I must make the best decisions I can to mitigate risk.At the end of the day, the only relevant aspect of this unfortunate situation is the fact that my employee may or may not have been responsible for the plug failure, and I agreed to rectify the problem at no cost to the [redacted]’s.  They’ve rejected my offer, and that’s perfectly fine, but I’m finished repeating myself and I’m certainly not willing to continue subjecting myself to word twisting and false accusations of dishonesty.   Continuing the fruitless back-and-forth through the Revdex.com will not yield a different result.  I do not accept the [redacted]’s proposal, and there is nothing more to discuss in this matter.  ell us why here...