Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I
*** *** I would like to proceed with this complaint I have read statement from Trinity brothers Everything in statement is not true
I am writing this letter in response to the complaint against my business by Ms*** ***I was very sorry and distressed about her disgruntled feelings regarding the service of her vehicleIt has never been my goal to ever deceive or be dishonest with a customerI have always operated with
the highest of integrity and the goal of a positive and satisfied experience for all customers that I helpThis is evident by the many positive reviews as well as repeat customers over the yearsMs*** *** being one of them, stating upon this most recent exchange that she believed me to be an “honest and fair man” thus the reason she had come back to my establishment after receiving services years prior to her most recent visit.On January 4, Ms*** came to my shop complaining of a fluid leakAfter initial inspection it was found that the line below the power steering pump had a crack in it, due to broken motor mounts, causing the line to bend back and forth and leak power steering fluidI then showed Ms*** the leak, as she watched as I attempted to put power steering fluid in the vehicleI also informed her that there was evidence that there may be another leak further down, however I was not able to tell exactly where it was coming from, due to this initial massive leakThis would have to be repaired initiallyI called the customer and informed her that in order to repair this initial leak, I would have to remove the radiator in order to get to the power steering line, thus incurring a $labor chargeMs*** authorized this work order to be doneI have attached copies of the Auto Repair Work Order that Mrs*** signed for approval of repairs that were necessary to completeThere was never a time that work was completed without her approval, as is our policy.After the repair of the initial leak with the power steering line, there was an appearance of theadditional suspected leak with the rack and pinion, which is a leak approximately 5ft away from the power steering line leakIt is important to note that fluid travels from the power steering pump through the replaced line, which is approximately 5ft, and goes to the rack and pinionDue to the need for fluids to run downstream, it was necessary for the initial leak for the rack and pinion leak to showI called Ms*** and informed her of the new find, she was initially upset, asking why I didn’t fix this additional leak when I fix the power steering line leakI tried to explain to her that this 2nd leak was not discovered initially because of the massiveness of the 1st leak in the engine compartment at the power steering line.Ms*** shared from the beginning of our exchange that she was currently experiencing a financial bind, and did not have the money to cover the cost, further sharing that she would have to borrow the money from others for the cost of repairsI understood her frustration and was sympathetic to her financial situation, thus the reason I offered to work with her, by willingly taking a rate cut on the labor for this jobI also discounted the amount for the part to help ease her financial burden, agreeing that I would only charge her half the price for the required parts for the jobMs*** did agree for all required repairs, and the car was fixed, paid for, and happily given to Ms***.It was days later, after repairs had been completed that Ms*** returned to my shop complainingthat the vehicle was still leakingI called Indianapolis *** *** *** where the rack and pinion had beenpurchased from, initially thinking that I may have received a bad rackI was told that this was not possible, and that the vehicle must have a bad power steering pump, due to the pump being ran dry, because of the cracked power steering lineI was informed that the rack however was under warranty, and would be replaced, but if the customer does not replace the faulty pump, it would be highly likely that the rack would go bad againI’ve also attached a statement letter from Indianapolis *** *** ***.Once I informed Ms*** that it would be necessary to replace the power steering pump, incurring a new work order and labor and parts charge, she proceeded to walk out of the shop angrilyAs stated earlier Ms*** is a repeat customer, and our previous exchanges have been pleasant, and she was completely satisfied, and very appreciative of my willingness to work with her during a time of her own personal financial strain.It is quite disheartening that Ms*** felt it necessary to file a formal complaintI stand by the work that we completed, and I made every effort to have clear and respectful communication every step of the wayFeel free to contact me with any further questions or concernsI can be reached directly at (*** *** or ***Best regards,Donald * *** *** Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I
*** *** I would like to proceed with this complaint I have read statement from Trinity brothers Everything in statement is not true
I am writing this letter in response to the complaint against my business by Ms*** ***I was very sorry and distressed about her disgruntled feelings regarding the service of her vehicleIt has never been my goal to ever deceive or be dishonest with a customerI have always operated with
the highest of integrity and the goal of a positive and satisfied experience for all customers that I helpThis is evident by the many positive reviews as well as repeat customers over the yearsMs*** *** being one of them, stating upon this most recent exchange that she believed me to be an “honest and fair man” thus the reason she had come back to my establishment after receiving services years prior to her most recent visit.On January 4, Ms*** came to my shop complaining of a fluid leakAfter initial inspection it was found that the line below the power steering pump had a crack in it, due to broken motor mounts, causing the line to bend back and forth and leak power steering fluidI then showed Ms*** the leak, as she watched as I attempted to put power steering fluid in the vehicleI also informed her that there was evidence that there may be another leak further down, however I was not able to tell exactly where it was coming from, due to this initial massive leakThis would have to be repaired initiallyI called the customer and informed her that in order to repair this initial leak, I would have to remove the radiator in order to get to the power steering line, thus incurring a $labor chargeMs*** authorized this work order to be doneI have attached copies of the Auto Repair Work Order that Mrs*** signed for approval of repairs that were necessary to completeThere was never a time that work was completed without her approval, as is our policy.After the repair of the initial leak with the power steering line, there was an appearance of theadditional suspected leak with the rack and pinion, which is a leak approximately 5ft away from the power steering line leakIt is important to note that fluid travels from the power steering pump through the replaced line, which is approximately 5ft, and goes to the rack and pinionDue to the need for fluids to run downstream, it was necessary for the initial leak for the rack and pinion leak to showI called Ms*** and informed her of the new find, she was initially upset, asking why I didn’t fix this additional leak when I fix the power steering line leakI tried to explain to her that this 2nd leak was not discovered initially because of the massiveness of the 1st leak in the engine compartment at the power steering line.Ms*** shared from the beginning of our exchange that she was currently experiencing a financial bind, and did not have the money to cover the cost, further sharing that she would have to borrow the money from others for the cost of repairsI understood her frustration and was sympathetic to her financial situation, thus the reason I offered to work with her, by willingly taking a rate cut on the labor for this jobI also discounted the amount for the part to help ease her financial burden, agreeing that I would only charge her half the price for the required parts for the jobMs*** did agree for all required repairs, and the car was fixed, paid for, and happily given to Ms***.It was days later, after repairs had been completed that Ms*** returned to my shop complainingthat the vehicle was still leakingI called Indianapolis *** *** *** where the rack and pinion had beenpurchased from, initially thinking that I may have received a bad rackI was told that this was not possible, and that the vehicle must have a bad power steering pump, due to the pump being ran dry, because of the cracked power steering lineI was informed that the rack however was under warranty, and would be replaced, but if the customer does not replace the faulty pump, it would be highly likely that the rack would go bad againI’ve also attached a statement letter from Indianapolis *** *** ***.Once I informed Ms*** that it would be necessary to replace the power steering pump, incurring a new work order and labor and parts charge, she proceeded to walk out of the shop angrilyAs stated earlier Ms*** is a repeat customer, and our previous exchanges have been pleasant, and she was completely satisfied, and very appreciative of my willingness to work with her during a time of her own personal financial strain.It is quite disheartening that Ms*** felt it necessary to file a formal complaintI stand by the work that we completed, and I made every effort to have clear and respectful communication every step of the wayFeel free to contact me with any further questions or concernsI can be reached directly at (*** *** or ***Best regards,Donald * *** *** Owner