We will address Mr. [redacted]'s contentions individually:1) We "goodwilled" parts and labor ...on the power steering pump..not because we had been in error..but because we wanted to go the extra mile for our customer.2) There are no gaskets in the pump..only seals..so we are confused as to the claim that 5 service departments claimed gaskets needed to be replaced etc.3) The rack's replacement need is due to wear from age and mileage...and is not "serviceable"...hence the need for the replacement.4) The pump..that needs to be replaced yet another time..is due to oil starvation from a leaking rack..which we had never repaired prior..or had any indications prior that such repair was needed.5) Due to the age and mileage of Mr. [redacted]' vehicle...the rack in question would have been ...and is long out of factory warranty..therefore Mr. [redacted] would have been responsible for replacement ..out of pocket ..at that time..and this time. To sum..we absolutely disagree with any suggestion that Mr. [redacted] needs to replace his rack and pump due to any error on our part. We are very confident that it is simply due to the age and mileage of the vehicle. We are confident that we have given Mr. [redacted] quality service to this point . Nevertheless, as a last attempt to demonstrate our willingness to work with Mr. [redacted]..and hopefully keep him as a satisfied customer..we are willing to "goodwill" all labor charges..if he is willing to pay for the parts...at our cost..for the pump and rack. Respectfully, [redacted]Parts and Service Director
We will address Mr. [redacted]'s contentions individually:1) We "goodwilled" parts and labor ...on the power steering pump..not because we had been in error..but because we wanted to go the extra mile for our customer.2) There are no gaskets in the pump..only seals..so we are confused as to the claim that 5 service departments claimed gaskets needed to be replaced etc.3) The rack's replacement need is due to wear from age and mileage...and is not "serviceable"...hence the need for the replacement.4) The pump..that needs to be replaced yet another time..is due to oil starvation from a leaking rack..which we had never repaired prior..or had any indications prior that such repair was needed.5) Due to the age and mileage of Mr. [redacted]' vehicle...the rack in question would have been ...and is long out of factory warranty..therefore Mr. [redacted] would have been responsible for replacement ..out of pocket ..at that time..and this time. To sum..we absolutely disagree with any suggestion that Mr. [redacted] needs to replace his rack and pump due to any error on our part. We are very confident that it is simply due to the age and mileage of the vehicle. We are confident that we have given Mr. [redacted] quality service to this point . Nevertheless, as a last attempt to demonstrate our willingness to work with Mr. [redacted]..and hopefully keep him as a satisfied customer..we are willing to "goodwill" all labor charges..if he is willing to pay for the parts...at our cost..for the pump and rack. Respectfully, [redacted]Parts and Service Director