Ms. [redacted], The situation with Mr. [redacted] is as follows. The customer had his vehicle towed in because the harmonic balancer/crankshaft pulley had come off the engine rendering the vehicle inoperable. [redacted], our service advisor, called Mr. [redacted] and advised him of the cost to repair...
his vehicle and the quoted amount was agreed upon by Mr. [redacted]. [redacted] then asked if he was planning to drive the vehicle off the premises or have the vehicle towed, to which Mr. [redacted] replied drive the vehicle. The quoted labor time of 1.9 hours plus .6 of an hour to reinstall components necessary to drive the vehicle comes from a nationally used labor guide called Alldata. The customer was called upon completion and advised of the time we closed. Mr. [redacted] arrived to pick his vehicle up and paid his bill, which was lower than originally quoted, and then proceeded to go outside and examine the work performed. Mr. [redacted] and his friend came back into the service lane and began to rudely and loudly address [redacted] about the work performed. The technician then walked out with the customer to explain the work performed at which point Mr. [redacted] proceeded to tell the, again, highly trained technician, that he didn’t know what he was doing. The technician, at this point, told Mr. [redacted] that he did in fact know what he was doing and if Mr. [redacted] knew how to perform the work he would not have had to have the vehicle towed in to our facility. We don’t condone our technicians being sarcastic to the customers, but Mr. [redacted] was extremely rude to all the employees he interacted with and the technician felt embarrassed and insulted due to the way he was treated in front of co-workers and customers. The repairs made to the vehicle were necessary for the vehicle to be driven off the property which is what was requested. The aftermarket intake system is not ruined nor installed incorrectly. In closing, Haley employees performed the work discussed and agreed upon so the vehicle could be driven away without liability to our company for incomplete work that could have caused consequential damages and therefore no refunds were offered for repairs. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First all, the General Manager is a complete liar. He never made any kind of offer to put the old alternator back into the car. He made an assumption that I was on my way to a church function, because after 3 hours of a car service job to be completed, I had to directly go back to the dealer for non-satisfactory working conditions. After spending [redacted]+ and car still not working properly, dealer felt obligated (as he should) to offer a loaner. I returned the car back with the same amount of fuel that I left with. Dealer assumed I had a church function, I never said I had a church function, however, I did have a function to attend and they wanted me to pick up my car at the time that I was supposed to be at my function. This was after spending * days in the dealership getting repairs done. They did not charge me for tire sensor light because it was never fixed. Tire sensor light still comes on. They did not offer me any discounts, I had to make all suggestions as at this time they knew I was a dissatisfied customer. Even after the negotiations on the phone with the general manager, the next day I came (Saturday), I came to pick up my vehicle, they still tried to charge me more than what I had negotiated. The Service guy in there at the time wanted to dispute me and had to call the Service Manager(because I was going to leave my vehicle until Monday) because he lied and said he couldn't contact the Service Manager until I suggested I would leave my car until then. This Manager is a complete liar and made no such offers to me. Yes I did not pay for labor after I stated I would not pay for the labor on the battery. When I initially brought the car in, I stated that the mechanic that jumped the car said it was not the alternator and it was the battery. If the alternator was bad on the Wednesday when I brought it in, surely it was already bad * days later.I know they are lying because when I did a previous service, they broke my axle when it was in their possession and they claimed my axle broke. The service guy broke it because you cannot drive a car with the axle broken. I ended up paying for all of that with no discounts and did not know any better at the time. This dealership is in the business of cheating and stealing from customers and damaging cars and expecting customers to pay for their negligence.I also made several calls to try to talk and make some resolutions prior to sending any of this to Revdex.com. I also wrote certified letters which were received and never got a response from anyone at the dealership. I am very frustrated with this dealership and think they should refund me for the labor of the alternator because they were very negligent in the service. The manager also never suggested or told me that they should have told me about the batter being done at the same time. The service manager is a liar and so is the general manager.
Regards,
[redacted]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My first issue is that the service manager claims that I was rude to everyone I encountered. I have another service member who was with me that can attest that was not the case. I will admit that I did get upset and raised my voice after seeing how the technician had installed the aftermarket components. The second issue is that I don't believe I was charged properly. I haven't seen the guide they use to calculate man-hours for the task I asked them to perform, but I am sure the condition the car arrived in didn't match how that was calculated. The air intake and MAF housing (both aftermarket) were already removed and the pulley was on the crank. The The third and most important issue I have is how I was treated. When I told him he didn't install the aftermarket intake components correctly, he argued, got defensive and told me that I didn't know what I was doing. He confirmed that by saying he wasn't supposed to touch aftermarket systems. The technician telling me that I don't know what I'm doing implies a level of imcompetence on my end. The fact that I had a [redacted] technician helping when I installed that component should nullify that possibility. I suppose he has never seen a part fail to perform as advertised. If that was the case, why would companies offer a warranty? Before I left the dealership I had to reposition the radiator, and intake system in accordance with the intake manufacturers instructions, not**. They also claim that he didn't damage anything, which is false. There are 2 bolt holes for the snout of the intake that were elongated, and one of the bolt holes has a crack running from it now. At this point, I don't expect anything from that dealership. The fact that they think their technician didn't do anything wrong is beyond me. I can only hope that their future customers recieve better treatment than I did. Thank you.Regards,
[redacted]
Revdex.com, [redacted]-Customer has AAA come to her house because [redacted] won’t start. AAA cleaned the battery terminals some and the car started. Customer brought the car to our service department. Battery terminals still had bad corrosion(especially the negative terminal). Charged the...
customer [redacted] to clean both terminals much better. The battery tested good but was a little weak. [redacted]-Customer brings car back in because she had to jump the [redacted] again. Battery tested good but weak again. Proceeded to take next step and test the alternator and the alternator was not charging the vehicle system or battery. Customer approved to put an alternator in the vehicle for [redacted] plus tax. Customer also paid for a transmission flush and dealership programmed the tire sensors at No Charge because her tire sensor monitoring light was on. Customer took vehicle. [redacted](Later)-Customer came back and said car was starting but seemed slow to crank still. At this time we tested battery again and the battery failed. Customer at this point seemed to think the alternator work didn’t need to be performed and that it was just a battery problem. Service manager got involved and verified that the original alternator was bad and not working. Service manager offered to take the new alternator(put the bad alternator back in the car) out of the [redacted] and refund the [redacted] plus tax. The service manager also offered to let the customer buy the core(the bad alternator which gets turned in to keep the price of the new alternator at the current rate) and get it tested by someone else to satisfy her suspicion that the original alternator was bad. At this time, Service Manager has also put customer in a free rental car because the customer had an important church function that evening. Customer reaches out to General Manager about the situation. General Manager researches the situation and talks to customer. Told customer service probably should have told her that she needed to replace the battery at the time we did the bad alternator. Told customer the battery had a chance to be saved but the cold cranking amps were low due to the constant alternator drain. Told customer service was just trying to keep her initial service ticket lower by giving the battery a chance to recover when the new alternator was installed. General Manager offered to discount the battery price by the initial [redacted] that the customer had already paid for battery cleaning and in addition to charge zero labor charge for the battery install. Customer agreed with the resolution and said she would pick her car up the next morning([redacted], return the rental car, and pay the new discounted price of [redacted] for the new battery. [redacted]-Customer picked up her car, paid the [redacted] as both parties agreed, and left the free rental car refusing to refill it full of gas like she had taken it. Customer vehicle is running fine now. Conclusion- In the end, both Service Manager/General Manager have told customer that she had multiple issues(a bad alternator and a weak battery that ultimately didn’t recover because of the bad alternator drain). Told customer she paid less for both repairs due to our discount on the battery job than if she would have done both jobs on the initial visit. Tried to save the customer the most money up front and ultimately did save her money in the end, but customer felt inconvenienced by having the second visit. [redacted]
Ms. [redacted], The situation with Mr. [redacted] is as follows. The customer had his vehicle towed in because the harmonic balancer/crankshaft pulley had come off the engine rendering the vehicle inoperable. [redacted], our service advisor, called Mr. [redacted] and advised him of the cost to repair...
his vehicle and the quoted amount was agreed upon by Mr. [redacted]. [redacted] then asked if he was planning to drive the vehicle off the premises or have the vehicle towed, to which Mr. [redacted] replied drive the vehicle. The quoted labor time of 1.9 hours plus .6 of an hour to reinstall components necessary to drive the vehicle comes from a nationally used labor guide called Alldata. The customer was called upon completion and advised of the time we closed. Mr. [redacted] arrived to pick his vehicle up and paid his bill, which was lower than originally quoted, and then proceeded to go outside and examine the work performed. Mr. [redacted] and his friend came back into the service lane and began to rudely and loudly address [redacted] about the work performed. The technician then walked out with the customer to explain the work performed at which point Mr. [redacted] proceeded to tell the, again, highly trained technician, that he didn’t know what he was doing. The technician, at this point, told Mr. [redacted] that he did in fact know what he was doing and if Mr. [redacted] knew how to perform the work he would not have had to have the vehicle towed in to our facility. We don’t condone our technicians being sarcastic to the customers, but Mr. [redacted] was extremely rude to all the employees he interacted with and the technician felt embarrassed and insulted due to the way he was treated in front of co-workers and customers. The repairs made to the vehicle were necessary for the vehicle to be driven off the property which is what was requested. The aftermarket intake system is not ruined nor installed incorrectly. In closing, Haley employees performed the work discussed and agreed upon so the vehicle could be driven away without liability to our company for incomplete work that could have caused consequential damages and therefore no refunds were offered for repairs. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First all, the General Manager is a complete liar. He never made any kind of offer to put the old alternator back into the car. He made an assumption that I was on my way to a church function, because after 3 hours of a car service job to be completed, I had to directly go back to the dealer for non-satisfactory working conditions. After spending [redacted]+ and car still not working properly, dealer felt obligated (as he should) to offer a loaner. I returned the car back with the same amount of fuel that I left with. Dealer assumed I had a church function, I never said I had a church function, however, I did have a function to attend and they wanted me to pick up my car at the time that I was supposed to be at my function. This was after spending * days in the dealership getting repairs done. They did not charge me for tire sensor light because it was never fixed. Tire sensor light still comes on. They did not offer me any discounts, I had to make all suggestions as at this time they knew I was a dissatisfied customer. Even after the negotiations on the phone with the general manager, the next day I came (Saturday), I came to pick up my vehicle, they still tried to charge me more than what I had negotiated. The Service guy in there at the time wanted to dispute me and had to call the Service Manager(because I was going to leave my vehicle until Monday) because he lied and said he couldn't contact the Service Manager until I suggested I would leave my car until then. This Manager is a complete liar and made no such offers to me. Yes I did not pay for labor after I stated I would not pay for the labor on the battery. When I initially brought the car in, I stated that the mechanic that jumped the car said it was not the alternator and it was the battery. If the alternator was bad on the Wednesday when I brought it in, surely it was already bad * days later.I know they are lying because when I did a previous service, they broke my axle when it was in their possession and they claimed my axle broke. The service guy broke it because you cannot drive a car with the axle broken. I ended up paying for all of that with no discounts and did not know any better at the time. This dealership is in the business of cheating and stealing from customers and damaging cars and expecting customers to pay for their negligence.I also made several calls to try to talk and make some resolutions prior to sending any of this to Revdex.com. I also wrote certified letters which were received and never got a response from anyone at the dealership. I am very frustrated with this dealership and think they should refund me for the labor of the alternator because they were very negligent in the service. The manager also never suggested or told me that they should have told me about the batter being done at the same time. The service manager is a liar and so is the general manager.
Regards,
[redacted]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My first issue is that the service manager claims that I was rude to everyone I encountered. I have another service member who was with me that can attest that was not the case. I will admit that I did get upset and raised my voice after seeing how the technician had installed the aftermarket components. The second issue is that I don't believe I was charged properly. I haven't seen the guide they use to calculate man-hours for the task I asked them to perform, but I am sure the condition the car arrived in didn't match how that was calculated. The air intake and MAF housing (both aftermarket) were already removed and the pulley was on the crank. The The third and most important issue I have is how I was treated. When I told him he didn't install the aftermarket intake components correctly, he argued, got defensive and told me that I didn't know what I was doing. He confirmed that by saying he wasn't supposed to touch aftermarket systems. The technician telling me that I don't know what I'm doing implies a level of imcompetence on my end. The fact that I had a [redacted] technician helping when I installed that component should nullify that possibility. I suppose he has never seen a part fail to perform as advertised. If that was the case, why would companies offer a warranty? Before I left the dealership I had to reposition the radiator, and intake system in accordance with the intake manufacturers instructions, not**. They also claim that he didn't damage anything, which is false. There are 2 bolt holes for the snout of the intake that were elongated, and one of the bolt holes has a crack running from it now. At this point, I don't expect anything from that dealership. The fact that they think their technician didn't do anything wrong is beyond me. I can only hope that their future customers recieve better treatment than I did. Thank you.Regards,
[redacted]
Revdex.com, [redacted]-Customer has AAA come to her house because [redacted] won’t start. AAA cleaned the battery terminals some and the car started. Customer brought the car to our service department. Battery terminals still had bad corrosion(especially the negative terminal). Charged the...
customer [redacted] to clean both terminals much better. The battery tested good but was a little weak. [redacted]-Customer brings car back in because she had to jump the [redacted] again. Battery tested good but weak again. Proceeded to take next step and test the alternator and the alternator was not charging the vehicle system or battery. Customer approved to put an alternator in the vehicle for [redacted] plus tax. Customer also paid for a transmission flush and dealership programmed the tire sensors at No Charge because her tire sensor monitoring light was on. Customer took vehicle. [redacted](Later)-Customer came back and said car was starting but seemed slow to crank still. At this time we tested battery again and the battery failed. Customer at this point seemed to think the alternator work didn’t need to be performed and that it was just a battery problem. Service manager got involved and verified that the original alternator was bad and not working. Service manager offered to take the new alternator(put the bad alternator back in the car) out of the [redacted] and refund the [redacted] plus tax. The service manager also offered to let the customer buy the core(the bad alternator which gets turned in to keep the price of the new alternator at the current rate) and get it tested by someone else to satisfy her suspicion that the original alternator was bad. At this time, Service Manager has also put customer in a free rental car because the customer had an important church function that evening. Customer reaches out to General Manager about the situation. General Manager researches the situation and talks to customer. Told customer service probably should have told her that she needed to replace the battery at the time we did the bad alternator. Told customer the battery had a chance to be saved but the cold cranking amps were low due to the constant alternator drain. Told customer service was just trying to keep her initial service ticket lower by giving the battery a chance to recover when the new alternator was installed. General Manager offered to discount the battery price by the initial [redacted] that the customer had already paid for battery cleaning and in addition to charge zero labor charge for the battery install. Customer agreed with the resolution and said she would pick her car up the next morning([redacted], return the rental car, and pay the new discounted price of [redacted] for the new battery. [redacted]-Customer picked up her car, paid the [redacted] as both parties agreed, and left the free rental car refusing to refill it full of gas like she had taken it. Customer vehicle is running fine now. Conclusion- In the end, both Service Manager/General Manager have told customer that she had multiple issues(a bad alternator and a weak battery that ultimately didn’t recover because of the bad alternator drain). Told customer she paid less for both repairs due to our discount on the battery job than if she would have done both jobs on the initial visit. Tried to save the customer the most money up front and ultimately did save her money in the end, but customer felt inconvenienced by having the second visit. [redacted]