Naylor Bros. Service Center

To Whom It May Concern, We towed the broken down van in question to our shop in Martins Ferry, OhioIt would run, but when it came up to operating temperature it would shut downThe van has 200,miles on it and is in very poor conditionThe check engine light was not working, so we ran a
diagnostic testThe only code to come up was a vent solenoidWe called our parts supplier on a Friday to order the part and unfortunately it could not arrive until MondayOn Monday, they called and said the part was not available after all and we had to order it from a dealerWe called the dealer and of course the part was more expensiveThe van owner was not happy, but told us to order it anywayThe next day the part came in and we installed it and I gave the van a test driveThe van seemed to run fine with no issues, so I called the customer to come and pick it upWhile we were waiting for them to come, I left the van running outside to further test it and the same issue returnedWhen they got there, I told them what was happening and they immediately starting screaming and yelling and belittling my employeeThe next day I tried several other parts, just trying to fix the van, with no luckI removed my parts that did not fix the problem and informed the owner that we were unable to figure out what was going on with her vanThe mother of the van owner then started yelling and screaming at me for not being able to fix her vanWe charged them nothing but the original tow bill and $for gas so that we could let the van run without her running out of gasShe had informed us before that she had several other parts put on the van before it even got to usI can definitely understand her frustration, but her actions were unnecessary and inappropriateWe have security cameras and also record all conversations in our building, so l know that we did nothing wrongShe is trying to say that we took oil out of her van and messed with her ACWe do not know what she is talking aboutI will say that almost all shops would have left all the new parts on even if it didn't fix the problem and charge them full price plus laborI recommended to the mother that they take the van to a Ford dealer in hopes that they have seen this kind of issue beforeWe had over hours of diagnostic time and labor at no charge to herWe operate an honest and respected business here, unfortunately some vehicles are in such bad shape, that they can not be fixed or the customer is not willing to pay what it would take to get it on the road againI hope they can get it figured outThank You, *** ***, Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I'm writing in regards to the letter I received in the mail. I wasn't sure where I was to respond so I called the number on the letter. I was then informed to email you at this number since I didn't respond to the email sent. I'm very sorry as I don't often check my email and thought that I was just going to receive a letter by mail. my case ID number is [redacted] In regards to the response back from  [redacted] would like to say he was wrong on many remarks in his letter. The van in question has approx. 130,000 miles on it. Not 200,000 as he stated. I can send pictures if necessary. on Friday I was told they called a dealership. Not on Monday as he stated. I WAS unhappy when he called because he had already told me on Friday that it was ordered from a dealership and stated the price.  then when my daughter received the call and said it was done we went to the shop and the young man clearly stated that he was wrong and it was not done. Nothing was said about it being done and then stopped working again. He claims he has video and voice recordings in the building, I would love to see and hear these recordings as I was not screaming and belittling his employee as he states. I have been in retail most of my adult years and would fire any employee that smarted off to a customer like this young man did. This was not the owner, as he claims he was there and explained things to me. After he said there was more added onto the bill and would no let me pay for the repairs after I was told the bill was already written up. I started to walk out of the building. I simply said in a normal voice "this place is a joke" which will definitely be on record and I  proceeded out the door. The young man came through the garage and out the door to the lot and said to me " I will be sure and tell my owner what you said" I said "go ahead. I will tell him myself to his face. I'm not afraid of your boss." This was when the conversation went outside in the lot. He took it outside, I did not. I then stated that the place HAS been a joke since they towed the van and I did use swear words which ARE on video. I was mad that he embarrassed me by bringing it outside so I let him know how I really felt since he was egging it on by his smart remarks in front of all the rest of the employees. I guess to make himself look like a tough guy. I wont back down to anyone that wants to be disrespectful to me and I should have the right to say my peace as well. I knew to keep my remarks in the privacy of the building out of respect, HE was the one that brought it to the public view. I would love to see and hear the videos he has. Because I know what was said. The next day when they claim they put all kinds of parts on the van, has got to be so far fetched. He would have had to work all night and into the morning to have done this because it was after 5 when I arrived there and he called my daughter first thing in the morning to tell her that he "ripped" his parts off and cannot fix it. And said come and get it. The plan was to put one part on the van and he was charging for an hour labor. So where did all these other parts come from and the 6 hours he claims he worked on this van. Is there an all night parts place open to get the parts needed? I'm sure he doesn't have 2001 ford windstar parts on hand in his shop. Further more I have no idea what he is talking about that I said he drained the oil and did something to the air conditioner. How would I ever prove anything like that was done to state that to him. There was a broken dip stick in the van and I have no idea how much oil was in the van when he towed it. Also, the only other parts that were put on this van before he got it was an Alternator a few weeks back and a fuel filter the week before. So I don't know where he got that I said it has a bunch of new parts. The next day when I called he was screaming at me and I asked him to let me talk and he wouldn't. I have no idea what he was even saying. I was screaming at him for being such a nasty person and he was screaming at me. I hung up on him and my daughter went and picked up the van. I will never recommend these people to anyone and every person I told about my incident said they or someone they know has had problems with this shop. I tried to keep things at a local small business level but if he continues to treat customers like I was treated, he will not be in business much longer. Thank you for your time.
Regards,
[redacted]

To Whom It May Concern, On May 22, 2017 MA called our shop with a tow run, #[redacted] and we were told at that time that the member was a "Premiere Member which would give them one 200 mile tow a year. We proceeded to tow the car to the destination. Once we arrived at the destination, we called AAA to...

clear the run. At that time, AAA informed us that the customer bought "Premiere AAA Insurance on May 19, 2017 and that they had a 7 day waiting period to use the insurance. we had no choice but to get payment from Ms. [redacted] at that time. We feel this is a misunderstanding between Ms. [redacted] and her insurance company, AAA. We are truly sorry this happened to Ms. [redacted], but we can only go off of what AAA's policies are. If you have any further question, please do not hesitate to call. [redacted] Thank You, Naylor Bros Towing

Revdex.com:
I have reviewed the 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]