Although it is very unusual for a customer to call one of our mechanics on his personal cell phone about a repair as these numbers are not published business contact numbers, she apparently knew his former wife and thus called him directly Per the mechanic, he explained that it would cost $
to diagnose the car, to which she agreed before ever having her vehicle towed to our shop from another repair shop A mechanic has to spend time looking at and evaluating a car before we can create an estimate She was not paying for the estimate but rather for his time and expertise in evaluating her vehicle and that is how he earns his living The client states that she subsequently called the mechanic on his cell phone on the morning of 9/and did not want us to do testing After that call, her father called the mechanic, again on his cell phone, and told him to specifically go ahead with the $“testing” and that is what we did Obviously, she had to have given her father our mechanics phone number in order for him to call us It is very common for fathers to get involved in helping their daughters make repair decisions and if she did not want him involved, she should not have given him our phone number If she made another call to the mechanic on Tuesday, 9/asking us not to diagnose the car, it would have been too late as the other (first in line for job) mechanic had already pulled the car in and diagnosed it as far as he could due to the severity of the cooling system problems identified (intake gasket leak, freeze plug leak, radiator clogged with rusty residue as a result of being refilled with water and possibly “stop leak” over an extended period of time, etc) In addition, the mechanic performed a compression test on all six cylinders trying to determine if the head gasket was blown.We pull cars in and many times put them right back into the same parking spot they came out of as that hole is often still empty.The customer also asked in her complaint, “If he did not remember me calling on Tuesday morning then how did he know I sold the car to a salvage yard?” When putting together the estimate, we called several salvage yards looking for a good used motor as a more cost effective contingency option for the customer One of the salvage yard rep’sthat I spoke to looking for a possible motor for an `Impala told me that he had offered her $for her car.It is not uncommon for customers to evaluate repair vssell decisions Her father authorized the $testing and we completed the testing as authorized as this was the last authorization received prior to testing Her accusation that, “I do not think they did the work at all and just wanted to take advantage of me”, is completely without merit or any basis in fact We simply charged her for the testing that was authorized and performed, nothing more, nothing less Even though the $diagnosis charge was a valid charge to this customer, in the interest of customer relations and as a goodwill gesture, we will agree to refund the $if she considers the matter resolved to her satisfaction and will stop by the shop for the refund
Complaint: [redacted]
I am rejecting this response because:This business , as I will repeat, took in all ,$822.50.I took my vehicle in 3 times in 6 days and only after he took that money did he tell me something else, very expensive, he alleged was wrong with my auto. I will not continue to go back and forth with this man, [redacted]. He is lying about how he handled this. Women Beware! I resolved my problem, no thanks to Pampered Auto Care! I sold my SUV and was able to pay off the personal loan that I took out to pay them when they told me that my SUV was ready! I was cheated and Pampered Auto Care know it and most importantly The Lord of Heaven and Earth saw it ! You think places like Revdex.com will get justice for you but it is not the truth is it? The third time that I brought my auto in, my son-in- laws truck (not my son) was running hot, Pampered Auto Care repaired it and told him, "no charge".
Regards,
[redacted]
Customer’s original written concerns when he dropped off the vehicle were (copied from the repair order): exhaust leak, slipping trans/rear end, shocks, struts, blower motor (A/C) surging when cold, battery light, radiator fluid, hoses, belts, chassis lube, bearing lube.. see attached.All his...
complaints were addressed and appropriate work recommended, approved work was performed and parts replaced. ALL parts where purchased from Mercedes Benz dealership that carries the warranty at any MB dealership in the USA! According to Mr.[redacted]’s wife there are no issues with any of these repairs at this point.We will be glad to address any additional issue on the customer’s vehicle free of charge in our shop. Our customer was happy and satisfied with the repairs our shop performed. Customer’s wife posted all bad reviews online and sent us a message complaining about preexisting diesel smell that she claims she told me about and that we did not fix. In all honesty I do not recall ever talking to Mr. [redacted]’s wife, nor was there ever a complaint regarding a diesel smell prior to them picking up the car and driving to [redacted]. I always spoke to Mr. [redacted] and I must add that he is one extraordinary gentleman. During my extended test drive of 30 miles I did not notice any diesel smell otherwise we would have addressed that. Regarding customer’s wife’s demand, after they drove the car out of state, I discussed with Mr. [redacted] (based upon my experience) the possibility of the diesel leak that could create this fuel smell and I think the most likely suspect is the diesel return hose, but it is really difficult for me to try to diagnose a vehicle problem over the phone. Once again, we will be happy to assist them in our shop free of charge since Mr. [redacted] is our very valued and respected customer. Or if they are currently out of state any Mercedes Benz dealership will be able to address their concerns, and provide them a warranty on any of our Mercedes OE installed parts if needed. We have attached the original customer repair order sheet where it is clear there was no mention of diesel smell (leak) and that is the reason that we would like for Mrs. [redacted] to reevaluate her online reviews that are unjustly penalizing my business from which eight families depend (including our workers and their families)..With Regards [redacted] Pampered Auto Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A check can be mailed to me for the refund and I will consider the matter resolved and closed.
Regards,
[redacted]
[redacted]
[redacted]
Customer came with complain that check engine light is on and that vehicle is misfiring. (Picture of customers written complains attached). Initial testing showed that vehicle had multiple problems, some present codes, but also some of the monitors that were NOT ready and we could not see all the...
problems that vehicle had. Shop highly advised customer to drive until all monitors are ready, so we can fully diagnose vehicle problems. Customer WANTED us to fix problems that we could determine at that time. Customer stated that neighbor worked on the vehicle, cleared codes in the computer and replaced some parts. Customer brought vehicle back with complain that is overheating and AT THAT TIME she informed us that overheating is ongoing vehicle problem. We did notice some new cooling system parts, but could not guess that someone was chasing to fix overheating issue since we did not know about it. To address that customer complain we needed to have a thermostat and damaged radiator hose replaced. Then we were able to determine that vehicle, in addition to other problems also has internal cylinder head gasket leak.
Although it is very unusual for a customer to call one of our mechanics on his personal cell phone about a repair as these numbers are not published business contact numbers, she apparently knew his former wife and thus called him directly Per the mechanic, he explained that it would cost $
to diagnose the car, to which she agreed before ever having her vehicle towed to our shop from another repair shop A mechanic has to spend time looking at and evaluating a car before we can create an estimate She was not paying for the estimate but rather for his time and expertise in evaluating her vehicle and that is how he earns his living The client states that she subsequently called the mechanic on his cell phone on the morning of 9/and did not want us to do testing After that call, her father called the mechanic, again on his cell phone, and told him to specifically go ahead with the $“testing” and that is what we did Obviously, she had to have given her father our mechanics phone number in order for him to call us It is very common for fathers to get involved in helping their daughters make repair decisions and if she did not want him involved, she should not have given him our phone number If she made another call to the mechanic on Tuesday, 9/asking us not to diagnose the car, it would have been too late as the other (first in line for job) mechanic had already pulled the car in and diagnosed it as far as he could due to the severity of the cooling system problems identified (intake gasket leak, freeze plug leak, radiator clogged with rusty residue as a result of being refilled with water and possibly “stop leak” over an extended period of time, etc) In addition, the mechanic performed a compression test on all six cylinders trying to determine if the head gasket was blown.We pull cars in and many times put them right back into the same parking spot they came out of as that hole is often still empty.The customer also asked in her complaint, “If he did not remember me calling on Tuesday morning then how did he know I sold the car to a salvage yard?” When putting together the estimate, we called several salvage yards looking for a good used motor as a more cost effective contingency option for the customer One of the salvage yard rep’sthat I spoke to looking for a possible motor for an `Impala told me that he had offered her $for her car.It is not uncommon for customers to evaluate repair vssell decisions Her father authorized the $testing and we completed the testing as authorized as this was the last authorization received prior to testing Her accusation that, “I do not think they did the work at all and just wanted to take advantage of me”, is completely without merit or any basis in fact We simply charged her for the testing that was authorized and performed, nothing more, nothing less Even though the $diagnosis charge was a valid charge to this customer, in the interest of customer relations and as a goodwill gesture, we will agree to refund the $if she considers the matter resolved to her satisfaction and will stop by the shop for the refund
Complaint: [redacted]
I am rejecting this response because:This business , as I will repeat, took in all ,$822.50.I took my vehicle in 3 times in 6 days and only after he took that money did he tell me something else, very expensive, he alleged was wrong with my auto. I will not continue to go back and forth with this man, [redacted]. He is lying about how he handled this. Women Beware! I resolved my problem, no thanks to Pampered Auto Care! I sold my SUV and was able to pay off the personal loan that I took out to pay them when they told me that my SUV was ready! I was cheated and Pampered Auto Care know it and most importantly The Lord of Heaven and Earth saw it ! You think places like Revdex.com will get justice for you but it is not the truth is it? The third time that I brought my auto in, my son-in- laws truck (not my son) was running hot, Pampered Auto Care repaired it and told him, "no charge".
Regards,
[redacted]
Customer’s original written concerns when he dropped off the vehicle were (copied from the repair order): exhaust leak, slipping trans/rear end, shocks, struts, blower motor (A/C) surging when cold, battery light, radiator fluid, hoses, belts, chassis lube, bearing lube.. see attached.All his...
complaints were addressed and appropriate work recommended, approved work was performed and parts replaced. ALL parts where purchased from Mercedes Benz dealership that carries the warranty at any MB dealership in the USA! According to Mr.[redacted]’s wife there are no issues with any of these repairs at this point.We will be glad to address any additional issue on the customer’s vehicle free of charge in our shop. Our customer was happy and satisfied with the repairs our shop performed. Customer’s wife posted all bad reviews online and sent us a message complaining about preexisting diesel smell that she claims she told me about and that we did not fix. In all honesty I do not recall ever talking to Mr. [redacted]’s wife, nor was there ever a complaint regarding a diesel smell prior to them picking up the car and driving to [redacted]. I always spoke to Mr. [redacted] and I must add that he is one extraordinary gentleman. During my extended test drive of 30 miles I did not notice any diesel smell otherwise we would have addressed that. Regarding customer’s wife’s demand, after they drove the car out of state, I discussed with Mr. [redacted] (based upon my experience) the possibility of the diesel leak that could create this fuel smell and I think the most likely suspect is the diesel return hose, but it is really difficult for me to try to diagnose a vehicle problem over the phone. Once again, we will be happy to assist them in our shop free of charge since Mr. [redacted] is our very valued and respected customer. Or if they are currently out of state any Mercedes Benz dealership will be able to address their concerns, and provide them a warranty on any of our Mercedes OE installed parts if needed. We have attached the original customer repair order sheet where it is clear there was no mention of diesel smell (leak) and that is the reason that we would like for Mrs. [redacted] to reevaluate her online reviews that are unjustly penalizing my business from which eight families depend (including our workers and their families)..With Regards [redacted] Pampered Auto Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A check can be mailed to me for the refund and I will consider the matter resolved and closed.
Regards,
[redacted]
[redacted]
[redacted]
Customer came with complain that check engine light is on and that vehicle is misfiring. (Picture of customers written complains attached). Initial testing showed that vehicle had multiple problems, some present codes, but also some of the monitors that were NOT ready and we could not see all the...
problems that vehicle had. Shop highly advised customer to drive until all monitors are ready, so we can fully diagnose vehicle problems. Customer WANTED us to fix problems that we could determine at that time. Customer stated that neighbor worked on the vehicle, cleared codes in the computer and replaced some parts. Customer brought vehicle back with complain that is overheating and AT THAT TIME she informed us that overheating is ongoing vehicle problem. We did notice some new cooling system parts, but could not guess that someone was chasing to fix overheating issue since we did not know about it. To address that customer complain we needed to have a thermostat and damaged radiator hose replaced. Then we were able to determine that vehicle, in addition to other problems also has internal cylinder head gasket leak.