Palm Desert Shell

May 11, Reply to complaint ID# [redacted] To whom it may concern, I am writing this letter in response to a complaint we received from a customer of my gas station/service garage When the customer first arrived they had a requested us to inspect a coolant leak on their Saturn L300, as well as stating previous electrical issues with the vehicle We inspected the vehicle and found it needed a new radiator We gave the customer our price and she was not happy and told us she could get the radiator cheaper and asked us if we would install a part brought by her We said yes, but advised her there would be no warranty for a part failure, which she acknowledged We quoted her hours to install, which was $142.5, but with the AAA discount it would be $ She agreed and also asked us to check the AC blower fan because it would not turn on We said we would do as much as we could for free We installed the radiator and filled the vehicles coolant to correct levels, which service manager forgot to charge for, so she also got a gallon, or more, of coolant for free Checked the cooling system, and all systems were working Then the technician decided to quickly check common AC electrical components and found it would be an additional $to diagnose AC they chose not to do so The customer returned later that evening to pick up vehicle Our service manager put the discounted price on the bill instead of showing the discount, so when the customer came to pick up vehicle and did not see the discount she became irate The cashier at the time told her that was the bill he had and she could either pay the bill and get the car or leave the car and talk to the service manager in the morning She became more irate and had cashier call service manager to find out, in which she was told all info and was ok The next day her son came into the shop and spoke to the service advisor to say that the fuel gauge was not working We informed him that the cooling system and fuel gauge have nothing in common, and as soon as service advisor said that, customer’s son turned around and left without giving us the chance to look at vehicle That was the last interaction with either customer or her son We refuse to give any money back to customer because the only job she actually paid for was to have a customer supplied radiator installed, which was done correctly If you have any questions please feel free to contact me at [redacted] Sincerely, [redacted] (Owner)

I am rejecting this response because: It is not truthfulUpon dropping off the vehicle I did discuss with him that I believe the A/C issue was electrical and wanted to find out if that was the case I also wanted to find out about the leak from the radiatorI asked him what the cost would be to look over the vehicle really good and figure out the issuesHe stated there would be no charge for thatAt 10:that morning he called me and let me know I would need a new radiator and he was going to call around and find the cheapest one availablehours later I was told it was $from Napa Auto partsI told him I could get it cheaper and it only took me a few minutes after his original callI got the part from Napa Auto parts for $He was upping the charge of the part by $100.00!!! He quoted to install the radiator was $totalAt the time of quoting me the price of $he did not even know I had AAA, therefore his statement is a lieI have never heard of any shop charging additional for coolant when they replace a radiator your cost of replace should include that cost as wellUpon picking up the vehicle that they did not have ready on time and was unable to get there until after they closed, I was forced to talk with the extremely rude and incapable cashier inside the storeI was told if I didn't want to pay even though I did not agree with the price I would have to leave the vehicleMy son had class the following morning at 7am and leaving it was not an optionI DID NOT AGREE TO THE PRICE, BUT WAS FORCED TO PAY IT OR NOT GET MY VEHICLEI became irate that no one was either able or willing to correct the amount since I did not receive the discount then ultimately found the gas gauge no longer working and the check engine light on, of which neither were that way upon dropping off the vehicleI was in fact told I was the it for paying for it by the cashierMy son did go back the following morning and was told they would charge a diagnostic fee to see why the gas gauge was not working and he insinuated to my son that we were lying and the lights were on prior to us dropping it offMy son did leave as they are obviously dishonest and was afraid they would damage the vehicle even moreThe new radiator was installed after trying to be taken for an extra $in parts, being called it and treated horrible by *** in the store, having the vehicle damaged further and not being and OVERCHARGED for the repairWe were not only not given our discount given to all AAA members, we now have to fix the care further to get the gas gauge workingAny reputable company takes inventory of a vehicle when they receive itThey note any damage to the car, lights, or issues to avoid this problem, it is not our responsibility if he did not do his job correctly and you certainly do not call customers it or insinuate they are lying.
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May 11, 2017 Reply to complaint ID#[redacted]   To whom it may concern,        I am writing this letter in response to a complaint we received from a customer of my gas station/service garage.  When the customer first arrived they had a requested us to inspect a...

coolant leak on their 2002 Saturn L300, as well as stating previous electrical issues with the vehicle.  We inspected the vehicle and found it needed a new radiator.  We gave the customer our price and she was not happy and told us she could get the radiator cheaper and asked us if we would install a part brought by her.  We said yes, but advised her there would be no warranty for a part failure, which she acknowledged.  We quoted her 1.5 hours to install, which was $142.5, but with the AAA discount it would be $123.50.  She agreed and also asked us to check the AC blower fan because it would not turn on.  We said we would do as much as we could for free.  We installed the radiator and filled the vehicles coolant to correct levels, which service manager forgot to charge for, so she also got a gallon, or more, of coolant for free.  Checked the cooling system, and all systems were working.       Then the technician decided to quickly check common AC electrical components and found it would be an additional $95 to diagnose AC they chose not to do so.   The customer returned later that evening to pick up vehicle.  Our service manager put the discounted price on the bill instead of showing the discount, so when the customer came to pick up vehicle and did not see the discount she became irate.  The cashier at the time told her that was the bill he had and she could either pay the bill and get the car or leave the car and talk to the service manager in the morning.  She became more irate and had cashier call service manager to find out, in which she was told all info and was ok.        The next day her son came into the shop and spoke to the service advisor to say that the fuel gauge was not working.  We informed him that the cooling system and fuel gauge have nothing in common, and as soon as service advisor said that, customer’s son turned around and left without giving us the chance to look at vehicle.  That was the last interaction with either customer or her son.      We refuse to give any money back to customer because the only job she actually paid for was to have a customer supplied radiator installed, which was done correctly.  If you have any questions please feel free to contact me at [redacted]   Sincerely,     [redacted] (Owner)

At this time we would like to not respond any further until it has been determined we were responsible for gas gauge not working.Thank you