Myers Baker & Associates

Below are the response to customers additional commentsI have answered below his statements and highlighted in yellow.Thank you again for the opportunity to respond [redacted] ***Lake Country Auto CareMESSAGE FROM CONSUMER: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.First, I did not ask for anyone's home number, what I DID ask the person that called me at home was if HE HAD the owner's number and to have him callAs stated in the initial response our policy is to not call employees after hours The problem was discussed in the morning and called the customer first thing the next morning Even if we would have called him that night, we would have told him that we would need to discuss it with the staff and we will get back to him in the morningRegarding asking for the number of the owner, it was [redacted] ’s understanding that is what the customer was asking for Secondly, when I spoke to *** on Friday I specifically asked him if he had been called by their Tech on Thursday and was told, "No, nobody called me." This situation was very escalated and emotions were running high by both partiesThird, I was told the coolant system was pressurized and checked overnight, not just a couple hours as stated in their response So which was it? I did state that LAKE COUNTRY had changed the water pump this past summer and that could be the reason the coolant was so low, that it was not filled properly I had the engine replaced 3-1/years ago at Holz Chevrolet and told [redacted] that it was out of warranty Please keep in mind I am not seeking a refund of any expense associated with this.We have never changed a water pump in this vehicle A radiator was replaced on February 15, and if there had been any issues with the coolant after that repair it would have presented itself immediately (Example the vehicle would not have had heat or defrost right away in February also it would have overheated all summer.) We were never notified of any of this since February All repaired orders for this vehicle can be provided Regarding the pressure testing I ( [redacted] ***) made that mistake when typing the lengthy response It was both pressure tested overnight & initially for a few hours.Last the offer was made to refund only the labor of the 4WD repair Why not the parts? They obviously were not needed, so why should I have to pay for them? Not my problem that an unnecessary "repair" was made Lake Country can say they test drove it etcall day but the fact of the matter is when I drove it off the lot, the 4WD unit did not work Then to be told, "You can bring it in and we'll put the old parts back on..." by the OWNER OF THE BUSINESS is ridiculous Then a bigger question comes up in my mind: if the old parts are put back on, and the "new" parts taken off, what is done with them? Obviously can't return them Are they reused on someone else's vehicle?????Regarding the part: it would NEVER be put back in another customer’s carIt would be returned as defective Also the original offer of $was labor on the entire job including the coolant labor The best offer is $which is half of what he paid and since we were not able to review the work completed (Had we been able to see and drive the vehicle again it would have been covered at full warranty)What I want and deserve is a refund of the 4XActuator labor, $and the actuator itself, $plus tax The best offer I can refund is $which was state above.Additionally as I stated before this situation was very agitated and full of emotion on both parties, which we are deeply sorry that happened on our part We wanted to make the correct the situation and we were not allowedPlease let me know if you would like a copy of all the repair ordered for this vehicle as we are happy to email them to you

We are truly sorry that the customer is upset about this We do understand his frustration, however the customer refused to bring the vehicle back for further inspection, we cannot offer a full refund Which is why we made the offer of $200.00, which is $different then what he is asking for We do have a $estimate/diagnosis fee, therefore we think this is a far amount to refundAs far as [redacted] stating we could put the old part back in, this situation had tempers and emotions running high on both parties The customer did hang up on us recently while trying to correct this situation.Lake Country Auto Care takes great pride in our work and if we would have been given the opportunity to look further, it would have been corrected and at no cost In closing this is only the second complaint we have received from the Revdex.com in years

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]There is no way I am going to pay $for a part that was not needed and $for the labor to install it. Then only be refunded $for THEIR SCREW UP! That amount is taken directly from the work order given to me by Lake Country and has been provided to the Revdex.com. It is not my fault they were unable to make the correct repair so therefore I should not have to pay for it. Someone please explain why I would have to pay anything for a part that was not needed or for the labor to install it? As far as the offer of putting the old parts back on and refunding the labor portion, I had that call on speaker here and have witnesses who heard that offer made to me by ***. What he would do with the parts is his business. If Lake Country does not want to refund the entire amount of $299.44, I will pursue other avenues
Regards,
*** ***

Mr*** *** has been a customer of Lake Country Auto Care since September 2014, however we had not serviced his vehicle again until February 2016. We have serviced two vehicles for them, a Jeep Wrangler and a GMC SierraIn the complaint customer states that we had the vehicle
for days. When the Mr*** initially dropped the vehicle off on December 13, 2016, he came in without an appointment and was told we would not be able to get it in until tomorrow (Wednesday 12-14-16), as we had already had a full schedule for December 13thAlso after the work was completed on December 14, 2016, Mr*** did not pick up until the next day (12-15-2016) at approximate 4:pm. Also in the complaint Mr*** stated he told us “no rush because I don’t need it tonight and will pick it up Thursday afternoon”Therefore he knew before he left that the vehicle would be here for daysIn the complaint Mr*** states that the issues were still not resolved and discussed his displeasure with ***Mr*** wanted to speak to ***, who is the service manager, and was told he was gone for the day. Mr*** insisted that we call *** at home to discuss this problem*** did call *** & did not reach him, the customer then wanted the owner’s home number and *** did not give that out and told Mr*** that *** or *** would call him first thing in the morning. It is not a practice of ours to call customers after hours due to we would have to make additional calls to the technicianWe are a family owner operated company and want to give our employees their time with their families. We discussed this problem first thing in the morning and called Mr*** shortly after. When *** called to discuss the problem with Mr***, he was very disgruntleHe asked *** if *** had called him and *** stated he missed the call and did not notice the missed call until hours later *** offered Mr*** to bring the vehicle back so we could correct the problem, Mr*** did not like that and hung up on ***. Mr*** then called back about minutes later and spoke with the owner (*** ***) and was told repeatedly that we would be happy to look at the vehicle again to correct the problem and it was possible the part was defectiveMr.*** refused this option and was also offered a refund on the labor costs, which is $Mr*** was also offered by us to pick up his vehicle, due to he lives less than miles away, which at that point Mr*** stated he had it at work on 45th and Burnham in Milwaukee and we did say we could not pick it up there. (The customer’s work location is to minutes one way, which means two employees from Lake Country Auto Care would be gone for approximately an hour and again we had a full schedule and could not take two people away for that long.) Customer again was offered the labor refund and again refused stating he only wanted a full refund and if he did not get it, he was taking us to small claims court and when we made the offer again he hung up. Mr*** also stated in the complaint that he was convinced that no one test drove the vehicle. We did however test drive it and in fact was testing it across the street in a gravel parking lot making sure the 4xwas engagingAs far as the vehicle leaking coolant we discussed this with Mr*** on Wed December stating that we did a complete coolant flush and put in fresh coolant, as the customer put gallons of water inWe then pressure tested the coolant system for over an hour and did not find any leaksAt which point Mr*** was notified of this and agreed to not go any further with that issue. Mr*** did say it was strange that the coolant was so low, which we agreed and did tell the customer it was possible there was an internal problem due to the motor did have 300,plus miles on itThe customer then stated he had a motor replacement to years ago and by someone else and “there was no way” that was the problemThe following week (week of December 19th) another garage in Sussex called us about this situation, as Mr*** was dropping his vehicle offWe were told that Mr*** was bad mouthing Lake Country Auto Care and was also being very aggressive. We told this other garage owner the same story as above and that was where the conversation endedThe garage is Sussex did call a few days later to let us know that they refused to do the work and did not want to get in the middle of this situation

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.First, I did not ask for anyone's home number, what I DID ask the person that called me at home was if HE HAD the owner's number and to have him call. Secondly, when I spoke to *** on Friday I specifically asked him if he had been called by their Tech on Thursday and was told, "No, nobody called me."Third, I was told the coolant system was pressurized and checked overnight, not just a couple hours as stated in their response. So which was it? I did state that LAKE COUNTRY had changed the water pump this past summer and that could be the reason the coolant was so low, that it was not filled properly. I had the engine replaced 3-1/years ago at Holz Chevrolet and told *** that it was out of warranty. Please keep in mind I am not seeking a refund of any expense associated with this.Last the offer was made to refund only the labor of the 4WD repair. Why not the parts? They obviously were not needed, so why should I have to pay for them? Not my problem that an unnecessary "repair" was made. Lake Country can say they test drove it etcall day but the fact of the matter is when I drove it off the lot, the 4WD unit did not work. Then to be told, "You can bring it in and we'll put the old parts back on..." by the OWNER OF THE BUSINESS is ridiculous. Then a bigger question comes up in my mind: if the old parts are put back on, and the "new" parts taken off, what is done with them? Obviously can't return them. Are they reused on someone else's vehicle?????What I want and deserve is a refund of the 4XActuator labor, $and the actuator itself, $plus tax
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Below are the response to customers additional comments. I have answered below his statements and highlighted in yellow.Thank you again for the opportunity to respond. [redacted]Lake Country Auto CareMESSAGE FROM CONSUMER: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.First, I did not ask for anyone's home number, what I DID ask the person that called me at home was if HE HAD the owner's number and to have him call. As stated in the initial response our policy is to not call employees after hours.  The problem was discussed in the morning and called the customer first thing the next morning.  Even if we would have called him that night, we would have told him that we would need to discuss it with the staff and we will get back to him in the morning. Regarding asking for the number of the owner, it was [redacted]’s understanding that is what the customer was asking for.  Secondly, when I spoke to [redacted] on Friday I specifically asked him if he had been called by their Tech on Thursday and was told, "No, nobody called me." This situation was very escalated and emotions were running high by both parties. Third, I was told the coolant system was pressurized and checked overnight, not just a couple hours as stated in their response.  So which was it?  I did state that LAKE COUNTRY had changed the water pump this past summer and that could be the reason the coolant was so low, that it was not filled properly.  I had the engine replaced 3-1/2 years ago at Holz Chevrolet and told [redacted] that it was out of warranty.  Please keep in mind I am not seeking a refund of any expense associated with this.We have never changed a water pump in this vehicle.  A radiator was replaced on February 15, 2016 and if there had been any issues with the coolant after that repair it would have presented itself immediately.  (Example … the vehicle would not have had heat or defrost right away in February also it would have overheated all summer.) We were never notified of any of this since February 2016.  All repaired orders for this vehicle can be provided.  Regarding the pressure testing I ([redacted]) made that mistake when typing the lengthy response.  It was both pressure tested overnight & initially for a few hours.Last the offer was made to refund only the labor of the 4WD repair.  Why not the parts?  They obviously were not needed, so why should I have to pay for them?  Not my problem that an unnecessary "repair" was made.  Lake Country can say they test drove it etc. all day but the fact of the matter is when I drove it off the lot, the 4WD unit did not work.  Then to be told, "You can bring it in and we'll put the old parts back on..." by the OWNER OF THE BUSINESS is ridiculous.  Then a bigger question comes up in my mind: if the old parts are put back on, and the "new" parts taken off, what is done with them?  Obviously can't return them.  Are they reused on someone else's vehicle?????Regarding the part: it would NEVER be put back in another customer’s car. It would be returned as defective.  Also the original offer of $156.20 was labor on the entire job including the coolant labor.  The best offer is $200.00 which is half of what he paid and since we were not able to review the work completed.  (Had we been able to see and drive the vehicle again it would have been covered at full warranty)What I want and deserve is a refund of the 4X4 Actuator labor, $106.25 and the actuator itself, $193.19 plus tax.  The best offer I can refund is $200.00 which was state above.Additionally as I stated before this situation was very agitated and full of emotion on both parties, which we are deeply sorry that happened on our part.  We wanted to make the correct the situation and we were not allowed. Please let me know if you would like a copy of all the repair ordered for this vehicle as we are happy to email them to you.

We are truly sorry that the customer is upset about this.  We do understand his frustration, however the customer refused to bring the vehicle back for further inspection, we cannot offer a full refund.  Which is why we made the offer of $200.00, which is $99.44 different then what he is asking for.  We do have a $100.00 estimate/diagnosis fee, therefore we think this is a far amount to refund. As far as [redacted] stating we could put the old part back in, this situation had tempers and emotions running high on both parties.   The customer did hang up on us recently while trying to correct this situation.Lake Country Auto Care takes great pride in our work and if we would have been given the opportunity to look further,  it would have been corrected and at no cost.  In closing this is only the second complaint we have received from the Revdex.com in 14 years.