Pension Benefit Information, Inc.

Initial Business Response /* (1000, 5, 2017/04/26) */
4/25/
In response to complaint
Case #XXXXXX
Regarding Mitsubishi Eclipse Spyder liter
Apparently, there is some confusion on the part of our customer, because, the car was originally brought into us on 3/27/for an oil
change and to diagnose a misfire in his engine, and it was not running well at all(not for an exhaust leak, as we do not do exhaust repairs) The car had a misfire code present in the computer system and he asked us to run computer diagnostics on the vehicleHe was told it would cost $for the oil change and the diagnosticHe agreed to this charge
It was determined that the vehicle needed a tune upWorn out tune up parts was the cause of the engine misfireHe was given an estimate for parts and labor to change plugs & wires, $478.62, and the total with the oil change and diagnostic fee would be $plus taxHe said to go ahead and fix it and call his dad for paymentWe also noted that the valve cover gaskets were leaking oil, just for future reference and that the front brake pads were going to need to be changed soonHe asked how much for the valve cover gaskets, he will do the brakes himself, and we told him $parts and labor if done at the same time as the tune upThat would bring his total to $plus taxHe said go ahead and do the repairs and his dad would come by and pay for itSo, we proceeded with the repairs
At some point later in the day, he called and asked if we could do a safety inspection on the vehicle as wellThat is $We said yes, we can as soon as we get it running properly, we will do the safety inspectionSo, we got finished with the authorized repairs, and proceeded to have our safety inspector do the inspectionIt failed for an exhaust leak, at the flex pipe, and the rear brake pads were not in the safe range, and the 3rd brake light was not workingHis dad came in and paid the bill and the car was released
*** took the car to *** *** on *** to have the flex pipe replacedHe called us the next day and asked how much to do the brakes (front and rear ) if he supplied the partsHe was given an estimateHe came in later and had us put a bulb in the 3rd brake light and we charged him $for the bulb and no laborI assume he had someone else do the brakes and reinspect the car, because we did not do either
On 4/10/he called us and said that he had transmission fluid leaking everywhere and that the car would not move on its ownCould we send a wrecker to pick it up and just add it to his bill? Sure, so, we sent *** *** to pick up the car and bring to our shopHe was told that the tow charge was going to be $and that the diagnostic charge would be $for a total of $He said go ahead and do thatOnce we got the car here, we got it on a lift and diagnosed that the leak "appeared to be" coming from the front pump seal, the transmission would need to be removed to be sure, and while we had it out, at no extra labor charge, we could replace the other seals in the transmission if he wantedHe asked for a complete total with all the work, including tax, so his grandmother could get us a cashier's check before she went out of townHe also wanted us to fix his headlight, and, fix the cigarette lighter in the carWe gave him an estimate of $1,total with tax and all for everythingHe said go ahead and do itHe would have a cashier's check for the total
So, we scheduled the car in for repairs, and proceededOnce we got the transmission removed, we stopped everything and called ***, because we noticed that the transmission pump was crackedAt this point, he was advised that the seals would not fix it, he would need a transmissionWe gave him an estimate to replace the transmission, parts and labor of approximately $At that time, we stopped all repairs to await his decision, and he was advised that all he owed for at this point was for the tow, the diagnostic charge, and for removal of the transmission, and for the diagnostic charges on his headlight and cigarette lighter, $He said that was fine, he would let us know if he wanted to proceed, and we waited for him to call back
The next time I spoke to him was when he called and said he was going to have the car towed out, but, he had this cashier's check from his grandmother in the amount of $That was how he was going to pay us, could we take the check and write him a refund? I told him I would accept the check, and once it cleared the bank, I would write his grandmother a refund check for the difference, since she was the one who obtained the cashier's checkSo, he brought me the cashier's check, and, the next day, I wrote her a refund check for $*** had his girlfriend pick up the checkThe car was towed out of our shop*** requested that we put the transmission and torque converter in the trunk of his car, which we advised against because they were going to leak transmission fluid all over the place, so, he agreed to not have us put them in his carHe said to just put them on the flatbed of the tow truck when it came to pick up the carThe tow truck driver refused to take the torque converter due to the mess it would make and he reluctantly agreed to take the transmission, strapped to his flatbedWe told *** he would need to make arrangements to pick up the torque converterHe said he would see if he could get someone to pick it up
That's when he proceeded to call our shop, several times, and tell us that WE needed to take the torque converter to the other shop that he had working on his carWe apologized and told him that we did not have anyone to take it to the other side of town, he would need to come get itIt is not OUR responsibility to run parts to other shops, although we did try to make arrangements to do so, but were unable to free up an employee with a truck to take this part to his new shopAnd, this part was not necessary for the new shop to complete the repairs, it was to avoid a core charge
He proceeded to keep calling us, each time becoming more hostile, telling us we should have put it on the wrecker truck with the car, and we kept telling him that they refused to take itIt got to the point where he said, "I've heard enough of your line of ***" and I hung up on himThis conversation was going nowhereHe had his girlfriend come and pick up the part, which we boxed up for her and loaded into her carThat was yesterday, 4/24/17, the same day he decided to file a complaint with the Revdex.com against me as an attempt to smear my A+ ratingI take offense to anyone who questions my integrity or business ethicsWe are an honest shop, we communicate with our customers at length, and there are NEVER any charges that are not discussed first with our customers
I believe that he is confused, and having a hard time with no transportationHe still has a parts and labor warranty with my shop on the repairs that we did in MarchBut, he is the one who called all the shots on this job, and had his car towed to another shop
We will be happy to provide any and all support documentation from the work order or invoices to help resolve this matter
We will not be refunding any more money to this customer, as he was only charged for the repairs that were done up to the point that he had the car towed outAs far as "overcharges", I have no idea what he is talking about, and I'm not sure he does either

Dear Revdex.com:Thank you for your correspondence.  We have reached out to the customer via the email address listed in the complaint and provided all of the details regarding the establishment of any accounts in their name.  The requests were made by telephone in which the party provided name,...

date of birth, driver’s license and social security number.  We verified the provided information with Equifax. It appears the misspelling of the customer’s name was just a typo on our end and based of the identification information provided, we found the accounts to not be fraudulent.  However, we previously placed the customer’s unpaid balance of $468.94 in “write off” and it was later sent to collections in error.  We have apologized to the customer for the referral to collections in error and have advised in our correspondence we will be recalling the information from the collection agency.  Lastly, we advised the customer if they feel any of the information we provided to be inaccurate or that someone may have stolen their identity and pretended to be them to open the mentioned accounts, to please file a police report.  Also, we advised if they had any questions or needed more information to please contact us by telephone or email.Thank you,[redacted]Customer ServiceGainesville Regional Utilities   Thank you,Amber DiTomasoCustomer Service Gainesville Regional Utilities

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I would also like to extend my gratitude for your help in this matter.
Regards,
[redacted]

Dear
Mr. [redacted]:
 
Thank
you for your correspondence.  Gainesville
Regional Utilities (GRU) has reviewed complaint number 10754499 and submitted a
response on 8/12/2015.
 
RESPONSE TO COMPLAINT:
 
On
7/21/2015 at 11:33AM customer, [redacted]...

(GRU Account Number
 2000-4939-5401) called our
automatic payment arrangement phone line and agreed to pay $210.46 on 8/2/2015.
 
8/4/2015 at approximately 10:00AM Mr. [redacted]’s electric
utility service was disconnected due to nonpayment because he did not fulfill
his agreement by paying $210.46 on 8/2/2015.
 
8/4/2015 at 10:55AM Mr. [redacted] called our
customer service call center.  He advised
the GRU Representative that his service was disconnected and he had been trying
to get it paid but there was something wrong with his account so he would like
to pay it now.
 
The GRU
Representative advised that his electric service was disconnected for not being
paid in the amount of $210.46; that as soon as he pays that amount, his
electric service would be reconnected. 
Mr. [redacted] asked if it has to be a complete payment because he did not
have the whole amount – he only has $180.00 and he could pay the rest on
8/6/2015. He said that because he has been having difficulty getting into his
GRU account he would have paid a while ago and now since he had to wait he
doesn’t have enough money.
 
The GRU
Representative told Mr. [redacted] that he needed to pay the $180.00 now and we would
hold the remaining $30.46 until 8/6/15. 
That once he paid the $180.00 he needed to call us back for the
reconnection and to secure the additional time on the $30.46.  The GRU Representative then recapped the
detail that he needed to make the $180.00 payment and call us back and then
transferred him to Speedpay.
 
8/5/2015 at approximately 1:10PM Mr. [redacted] called our
call center.  He advised this GRU
Representative that he called yesterday (8/4/2015); was told to pay $180.00 and
he would be reconnected but did not get reconnected; and that he has paid the
$180.00.
 
We
confirmed that GRU received payment from Mr. [redacted] on 8/4/2015 at approximately
11:04AM.
 
The GRU
Representative reviewed the summary notes on Mr. [redacted]’s account, but did not
review the actual telephone calls.  The
GRU Representative presupposed from the notes that Mr. [redacted] should have been
reconnected; and then asked Mr. [redacted] if he was advised to call GRU back after
he paid $180.00. Mr. [redacted] replied that he was not advised to do so.
 
 
This
GRU Representative incorrectly advised Mr. [redacted] that
®    He should have been
reconnected on 8/4/2015
®    GRU would rush the
reconnection today (8/5/2015)
®    GRU would issue a
Service Guaranty Credit in the amount of $20.00
 
8/6/2015 at approximately 11:06AM Mr. [redacted] called the GRU
call center to inquire if his account had been credited the $20.00 The GRU
Representative advised that the request for said credit had been denied as the
calls were reviewed and Mr. [redacted] was clearly advised to call GRU back once the
$180.00 was paid in order to have his electric service reconnected and secure
the additional time to pay the $30.46. 
 
Mr.
[redacted] protested to this representative that he tried to call us four times after
he paid the $180.00.
 
Please
remember that during call 8/5/2015 at approximately 1:10PM Mr. [redacted] was asked if he was
advised to call GRU back and he stated that he was not told to call back; that
he was told to pay $180.00 and he would be reconnected.
 
Shortly
after the 8/4/2015 at 10:55AM the
request to rush the order and provide credit were presented to me.
 
I
reviewed the account and the related telephone calls.  My findings are as such:
 
®    Please note that the
customer could have contacted us by phone as he did on 8/4/2015 for assistance
in making the payment or could have gone to our online website www.gru.com where a variety of
payment options are suggested and explained.
 
®    The GRU
Representative from call 8/4/2015 at
10:55AM went  above and beyond by
agreeing to accept $180 payment to have his service restored since he had
broken the original agreement to pay GRU $210.46 by 8/2/15.  Further Mr. [redacted] has a history of agreeing to
payment arrangements with GRU and failing to pay as promised.
 
Ø  For example in 2015:
 
CUST
MAKES PAs and does not keep them or pays late.
 
PA DUE DT & AMT                     PAID DT & AMT PD
.
3/4
$96.41                                  NO
PAYMENT
.
4/5
$202.45                                4/10   $202.44
.
5/3
$68.69                                  5/19   $100.00
.
6/2 $86.10                                  6/3     $95.00
 
 
My
findings conclude that Mr. [redacted] is not entitled to a $20 Service Guaranty
credit because GRU made an error in not reconnecting his service.
 
However,
I am issuing a $20.00 Service Guaranty credit due to the fact that during the
call on 8/5/2015 at approximately 1:10PM
Mr. [redacted] should have been correctly advised that the reason his electric
service was not reconnected was because he did not call back after he paid the
$180.00 as advised and required.
 
In
reference to Mr. [redacted] describing his interaction with GRU Representative, Erica
being rude, I reviewed all calls.  While
representatives all have different tones of voice and style, I find all of our
representatives to be professional.  We
take a concern such as this very seriously as we have rigorous standards the
representatives must meet.  We regret
that Mr. [redacted] feels that he has been treated rudely and that would certainly be
unacceptable.  Please know that Mr. [redacted]
remained professional himself in all of his calls to GRU.
 
Regards, 
[redacted]
Sr. Customer Service Representative
Gainesville Regional Utilities