Modern Neurology of Northwest Houston, P.A.

The following is a line by line response to a letter we received dated 2/18/We have taken great care to make sure New Life Auto has provided the Revdex.com
with up-dated and accurate information
1. New Life Auto performs complete on-site visual inspections all vehiclesIn this case, both the customer's mechanic and the mechanic for New Life were in agreement that the specific problem the customer experienced could never have been predicted as it was an internal mechanical defectAdditionally, the customer was provided with a Ford bulletin describing the nature of the problems, and detailed information to fix stated problem
2. The customer test drove the vehicle prior to purchase and performed their own visual inspectionAt no time did they question the quality or performance of the vehicleThe customer was satisfied with this vehicle
3. The customer's son (who stated he was going to school to obtain a mechanics certification)also test drove the vehicle prior to purchase
4. New Life Auto always accommodates customers and encourages them -ro have their own mechanic inspect vehicles prior to purchase
5. A bulletin issued by the Ford manufacturer addressed the torque converter as a common problemThe problem seems to occur only after driving the vehicle for a long period of time and the defective part reached a certain temperatureThis confirms that New Life Auto would not have known about this issue as several test drives were taken locally and the problem never occurred. ???
6. Transmissions have many working parts, and again, the torque converter within the transmission as identified by the manufacturer's bulletin is a part commonly known to have a defectIt was the customer's decision to replace the entire transmission
7. New Life Auto was notified by the customer of the problem and immediately offered to have the vehicle towed at our expenseNew Life has several resources to offer assistance with vehicle repairsWe chose Iccto Machineryas they were able to begin repair work immediately
The quote from *** Machinery was $New Life Auto never stated the customer would have to pay the full amountAlthough under no legal obligation as the customer signed an "As Is"
statement at the time of closing, New Life Auto offered to help the customer with 50% of repair costs and 100% of the towing costs
As expressed by the customer, time was a critical factor for the repairHowever, both the customer and New life Auto searched around for a better repair priceTogether we were able to find much better quotes for the repair ranging from $to $New Life Auto contacted Machinery and advised them not to repair the vehicle, in an effort match the price for repairsThey offered to do the work for $Understandably, the customer no longer
wished use J&b and decided to use their own resources to repair the vehicle
New Life Auto fully cooperated with the customer and their mechanic to retrieve the vehicle from MI However, the customer chose to drive the vehicle to her own mechanic's locationThis indicates the vehicle operated and functioned fine just in shorter distancesNew Life Auto recommended the customer not drive the vehicle and that it should be towed to their mechanic so as to not incur additional damage, but they chose to drive the vehicle anyway
The customer repeatedly called New Life Auto about the cost repairs and repeatedly said how she found a much better quote of $New Life Auto assured the customer we would honor our commitment of paying 50% of the original repair costsAt this point we politely reminded her of the signed "Buyers Guide"that said the vehicle is sold "As Is
New Life Owner (Tom Mode) made an extra effort to satisfy the customer with not only $but an additional $for her troublesThis brings a total refund in amount of:
$Cash
Free Towing charges $biagnostic
$Total
This is well above and beyond the full amount of new repair quotesAgain, New Life Auto had no legal obligation to provide monetary repairs, but for Years we have always focused on "Doing what is right..."
9. The customer left our office with a smile and an expression of what seemed to be sincere gratitudeThe customer stated several times that she knew we were not responsible for the repairs because she had signed the "Buyers Guide." We were happy to have helped her through an unfortunate situationThis was the last we heard from the customer until we received the Revdex.com letter stating her unfair complaints
Additionally, the customer chose to supersede Ford's manufacturing recommendation and install an entirely new transmissionThe customer has the right to choose whatever repair she wants on her vehicle, but considering the extent that New Life Auto went to resolve her concerns; it is unfair that it should now reflect negatively on New Life Auto
In Closing, New Life Auto has been in business for years and has never had a single customer file a negative report to the Revdex.comIn 2013, we were Hamilton County's used car dealer of year based on service to both our customers and community
I realize this a rather long and detail response, but our faith-based integrity is at the core of everything we doThank you for giving us a chance to share our perspective
Respectively Submitted,
New Life Auto