Pearl Automotive

Initial Business Response / [redacted] (1000, 5, 2016/08/19) */ o Whom It May Concern, In response to case # XXXXXXXX: Ms [redacted] claims that we were fraudulent in services that were charged for and not completed regarding 4WD services on her Tacoma on July 25, The accusation of fraud is unsubstantiated, Ms [redacted] was only charged for services completedIt appears there is confusion regarding the 4WD services: she thought that the fluid changes were included in her 60,mile serviceShe was NOT charged for nor did vehicle receive these fluid changesPlease see the attached invoices showing inspections only (attachment #1) The vehicle maintenance recommendations, per Toyota Service Lane (see attachment #2) specific to her vehicle id show inspections only unless special operating conditions apply We responded to Ms***'s original letter that was received (attachment #& #4) and offered to reinspect her vehicle at no charge to her since the Multi Point Inspection (attachment #5) did not show all of the inspection boxes completedWe did also offer to perform the 4WD fluid change services at a discounted rate if she wanted them performed Ms [redacted] was called 8/18/and a voice message was left to attempt to contact her to reach a resolution Sincerely, [redacted] Customer Experience Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no explanation for their errors & they want to charge me again for something they lied about doing priorThe manager has not contacted me via email as requested

Initial Business Response /* (1000, 5, 2016/08/19) */
o Whom It May Concern,
In response to case # XXXXXXXX: Ms. [redacted] claims that we were fraudulent in services that were charged for and not completed regarding 4WD services on her Tacoma on July 25, 2016.
The accusation of fraud is...

unsubstantiated, Ms. [redacted] was only charged for services completed. It appears there is confusion regarding the 4WD services: she thought that the fluid changes were included in her 60,000 mile service. She was NOT charged for nor did vehicle receive these fluid changes. Please see the attached invoices showing inspections only (attachment #1).
The vehicle maintenance recommendations, per Toyota Service Lane (see attachment #2) specific to her vehicle id show inspections only unless special operating conditions apply.
We responded to Ms. [redacted]'s original letter that was received (attachment #3 & #4) and offered to reinspect her vehicle at no charge to her since the Multi Point Inspection (attachment #5) did not show all of the inspection boxes completed. We did also offer to perform the 4WD fluid change services at a discounted rate if she wanted them performed.
Ms. [redacted] was called 8/18/16 and a voice message was left to attempt to contact her to reach a resolution.
Sincerely,
[redacted]
Customer Experience Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no explanation for their errors & they want to charge me again for something they lied about doing prior. The manager has not contacted me via email as requested.