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Overstock Art, LLC

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Reviews Overstock Art, LLC

Overstock Art, LLC Reviews (1)

Initial Business Response /* (1000, 5, 2017/07/12) */
On or about 3/24/the vehicle was at our facility for maintenance and diagnosis of a check engine light concernWe interrogated the fault memory and determined that there were faults present for a failed injector as well as SCR active
reservoir tankwe recommended replace ment of the injector and retesting afterwardAfter replacement of the injector the vehicle was retested and the running issue was resolved however the fault for the SCR returnedWe recommended replacement of the SCR tank as well as the SCR catalyst which the customer declined at that timeFast forward to this visit where he had the same or similar symptomsThis time the vehicle had faults for the same components that were not replaced before as well as faults for the exhaust cooler, injector pressure sensor and the diesel particulate filterThe cooler and the sensor were the causes of the most recent running problem and were not present on the repair visit in MarchWe recommended the replacement of all three components in addition to the previously declined componentsThe customer authorized the replacement of the cooler and the sensorThose repairs were made and the catalyst, SCR tank and diesel particulate filter were notHench the reason for not providing assurance of complete repairThe components that were not replaced can cause additional issues if not addressed and most likely willWe try to provide all of the information necessary to make an informed decision however in the end the decision is ultimately the customers to makeWe performed the authorized repairs and returned the vehicle to the ownerwhen the customer picked up the vehicle our service advisor declined to accept the coupon because it was a discount to be applied to previously declined recommendations as an incentive to have those items performedThe repair we performed were not previously declined but were new concernsIn a show of goodwill we will be happy to refund the customer the *** that the coupon was forAs for the loaner vehicleWe do have a limited number of loaner cars and they are typically reserved a week in advanceWe do try to limit their use to customers who's vehicles are under warranty since BMW subsidizes there cost for that purposeWe do make exceptions in accordance with their availabilityI do not know the circumstances surrounding this request but we will endeavor to accommodate him in the future
In conclusion the symptom was the same the cause was different and there are a number of unresolved concerns on the vehicle that will likely cause concerns sooner rather than laterPlease let us know if we can be of further assistance in this matter
Initial Consumer Rebuttal /* (2000, 7, 2017/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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