Oklahoma Irrigation, Inc.

We have very cold temperatures here over the winter.  It's common knowledge that you are supposed to winterize the sprinkler system.  He said he didn't realize he had to.  Things can break when temperatures are that cold.  We have tried to explain that to him.

May 15, 2015  Re:  [redacted] Dear Ms. [redacted] This reply is in response to the complaint filed with your office by [redacted] against Imports by Day in [redacted].   I just discussed the details of Ms. [redacted]s complaint with [redacted], our...

Service Director.  After reviewing all of the facts, I would agree with some of her allegations but certainly not with all of them.    She initially brought her ** to Imports to update the inspection and the emission stickers, to repair any open recalls, and to correct bad wiring from an engine replacement that was performed at another service shop.  After we corrected all of the faulty wiring, her vehicle still had a rough idle – which was natural, but we asked Ms. [redacted] to pick-up her vehicle and to drive it for another 50-miles or so.  At that point, we would upgrade her inspection and emission stickers and we’d correct the rough idle.  Instead, Ms. [redacted] never returned to allow us to complete the repairs.  In all fairness to this complaint, both parties know full well that all of the recommendations that Ms. [redacted] gave us were not completed; therefore, I will not authorize a refund for any of the work (including the diagnostics) that we’ve already completed to her [redacted]  I will, however, extend to her an offer of 15% off of her total repair bill if/when she decides to return to Imports to complete the unfinished tasks.  If this is a possibility, I would ask her to see me, personally, to schedule the work and to ensure that all of the afforded discounts are applied to her final bill.   I would hope that this reply is suitable for your records.  If there are any other issues that may need addressed, I can be reached throughout the day at ###-###-####… Sincerely, [redacted] General Manager Imports by Day [redacted]
[redacted]  [redacted]

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.
Whenever I called to see if Day Volkswagen could fix the car, I was not under the impression that only the timing belt needed replaced. After discussing with a few people, they all told me that more than likely the valves have probably been bent, if the timing belt did indeed go (which was reiterated by Brett in Day VW's response). So, when I called to see if Day could fix it, I was very clear that I was aware that this job could take a very considerable amount of time. I asked 3 times over the phone that if everything needed replaced, is Day Volkswagen positive they can have it fixed by close of business on the following Monday. I asked this question 3 times because the numerous Volkswagen dealerships around us, and between our house and Monroeville, said they did not have the resources to be able to fix it on time, if everything needed replaced. That's the only reason I paid to have it towed almost an hour away from where we live. So, I was under the impression that they had enough resources to fix this issue on time. Day said they would look at it the day it arrived or the following day, but just started on it the day it was supposed to be finished. The only reason I was "constantly updated" was because I kept calling and asking where they were at in the process of fixing it, not because they continuously contacted me to keep me in the loop. If Brett knew that once the belt goes, it will almost always cause catastrophic damage to the engine, then I'm unsure why Day VW would say that they could fix it in only the few days that I had before I was originally supposed to trade the car in. I do not deny the fact that Day VW said they adjusted the bill and absorbed the extra cost that was accrued by the machine shop sending the wrong head. But, I'd be willing to bet that Day VW did not have to pay the machine shop that extra $700 for the machine shop's mistake of sending the wrong head. I cannot emphasize enough that if Brett knew that once the belt goes, it almost always causes catastrophic damage to the engine (which is not an easy or timely fix), then I should not have been told to go ahead and send it in and they would have it fixed by Monday. If Day VW would have looked at it as soon as it came in, or the next day, they may have had the time to have it fixed by Monday like they promised, but just starting on it on Monday obviously did not leave them enough time to fix it by the end of the day. My biggest problem lies within that fact; that it was completed 11 days after the promised date. The machine shop's mistake of sending the wrong head, thus delaying the repairs, is unfortunate but not my problem. I understand the need to charge $120/hr in order to make a profit on each job, but when missing a promised due date by 11 days, apologies over the phone and taking a little less profit for the job does nothing to help better the customer's experience. I was very pleased with Brett when he was honest with me about everything, but it still did not help that the repairs were extremely overdue. If the car was fixed on time, I would've had no issues paying the bill.
Regards,
[redacted]