Peterman's Car Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Attached is my response to the letter from Peterman's Car Care Please review the attachment for details of my responseIf for any reason you do not receive this attachment, please let me know by calling 412-607-3394.Thank you very much for your consideration of this matter Regards, [redacted] ***November 29, 2016Response to Peterman’s Car Care Letter ID [redacted] This response is made to the letter written by MsZ [redacted] of Peterman’s Car CareShe states that when I called her to schedule my appointment we discussed family historyActually I was expressing my condolences to her on the loss of her fatherI told her I could relate to this because of six losses in our family this year, and I told her ‘God bless you and your family’.We discussed the repair of the wheel studsI would have done these myself, but I was running out of time for my inspectionSince my emissions test is exempt because I drive under miles a year, I had just a small window of time to meet the exemption requirements.I did not deal with MsZ [redacted] when I dropped my vehicle off, she was not there, but she does not seem to remember thatA man I assume is the garage manager went over the things being done on the vanHe walked out to the vehicle with meI showed him the note on the seat requesting that the fittings be greased and I handed him the wheel studsHe said that was fine, and he never mentioned that they don’t like customers to bring parts.MsZ [redacted] did not call me back the next day as she stated to give me an estimate, and she never gave me a dollar amount until the vehicle was ready to be picked upIt was a couple days later that I called the garage to check on the status of my vehicleShe hold me that the inspection was done and the studs were onAlso she said it had been verified that the power steering pump needed to be replaced and did I want to proceed with thisI told her yes, and this is when I mentioned about the price of the pump at [redacted] ***She seems to have a vague recollection of this, but I certainly remember her telling me that they deal with another company and the parts are usually cheaperNow I am definitely asking the question “Cheaper for who?” when I see the price I was chargedI realize that garages do mark up the price of parts, but the price I was charged on this part is ridiculously highI would be embarrassed to admit to such a high mark-upAt no time was it explained to me that I needed a specific type of power steering pump since my vehicle was not equipped with the magna pure filtering system optionIt was during this conversation that I told her there was no rush if she needed a couple extra days to work this into her schedule.She has indicated that the warranty I was questioning is noted at the bottom of my invoiceI will agree that this is notated in fine print, but I think as a courtesy to her customers, it would be considerate to point out the warrantyHowever, what happens if there is a problem after the expiration of this warrantyThe manufacturer of the part is not notated on the invoiceIf the garage should close or go out of business how could I pursue this if necessary?As far as the studs being replaced, at no time did MsZ [redacted] tell me there was a problem with a customer bringing parts since I brought the wheel studsShe has noted that the brake shoes had to be removed to replace the wheel studsThis is not the proper way to do this and is making the job longer and more expensive for meSince she said they removed the brakeshoes, this is not good eitherIf this is the case, they could possibly have damaged the bearings which do require precise proper alignment in the hub.I received a message that my vehicle was doneIt was when I called back to confirm the hours someone would be there for me to pick up my vehicle, that MsZ [redacted] gave me a price on the work that was done on my vehiclePrior to this, no dollar amounts were given to me by the garageI commented to her that the bill was a little higher than I expectedWhen I walked into the garage I expected to discuss the bill in detail, but I found a customer there, who introduced himself and he seemed to be a regular customer of the businessI decided to take the bill home for further reviewI was trying to be considerate and not have a discussion in front of one of her regular customersMsZ [redacted] did come out to my vehicle to show me the new power steering pump, but she could not point it out as she indicates, because it was not visible when looking under the hoodAll that was visible was the neck from the old pump that was attached to the new pumpAlso when MsZ [redacted] came outside with me her attitude was not very approachable, so I did not have any discussion with her at that timeWhen I was more prepared to have this discussion with her, I did attempt to contact her by email several times, so that I would not interrupt her work day and she could call me at her convenienceHer lack of courtesy in failing to contact me is what broke the lines of communication.I am not dealing with her father or the history of the garageI am dealing with MsZ [redacted] and her personality and this orchestrated letterI would have preferred to deal in person to work this out rather than in writingBut she chose to ignore my emails and the letter I sent to her at the garageI was very patient and did not rush their work scheduleI told them to take the time they neededAlso, I offered to give them some cash up front toward the repairs, but the man who met me when I dropped off my vehicle said it was not necessaryI did pay cash when I picked up my vehicle which was also to their benefitThey had no merchant credit card fees to pay and there was no risk involved in accepting a personal checkIn fact, some garages offer a discount to customers who pay cash, but this was not offered to me.I certainly did not want to take this to the Revdex.com and I hoped we could respectfully handle thisI do not need this kind of aggravation in my 70’s, and I already have been dealing with enough stress this year over the loss of numerous family membersThis situation is unfortunate for me and for Peterman’sI had hoped to use their service in the future and also to refer others to themFinally, I do still feel that I am entitled to a refund.Respectfully, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is my response to the letter from Peterman's Car Care Please review the attachment for details of my responseIf for any reason you do not receive this attachment, please let me know by calling 412-607-3394.Thank you very much for your consideration of this matter
Regards,
*** ***November 29, 2016Response to Peterman’s Car Care Letter ID ***This response is made to the letter written by MsZ*** of Peterman’s Car CareShe states that when I called her to schedule my appointment we discussed family historyActually I was expressing my condolences to her on the loss of her fatherI told her I could relate to this because of six losses in our family this year, and I told her ‘God bless you and your family’.We discussed the repair of the wheel studsI would have done these myself, but I was running out of time for my inspectionSince my emissions test is exempt because I drive under miles a year, I had just a small window of time to meet the exemption requirements.I did not deal with MsZ*** when I dropped my vehicle off, she was not there, but she does not seem to remember thatA man I assume is the garage manager went over the things being done on the vanHe walked out to the vehicle with meI showed him the note on the seat requesting that the fittings be greased and I handed him the wheel studsHe said that was fine, and he never mentioned that they don’t like customers to bring parts.MsZ*** did not call me back the next day as she stated to give me an estimate, and she never gave me a dollar amount until the vehicle was ready to be picked upIt was a couple days later that I called the garage to check on the status of my vehicleShe hold me that the inspection was done and the studs were onAlso she said it had been verified that the power steering pump needed to be replaced and did I want to proceed with thisI told her yes, and this is when I mentioned about the price of the pump at *** ***She seems to have a vague recollection of this, but I certainly remember her telling me that they deal with another company and the parts are usually cheaperNow I am definitely asking the question “Cheaper for who?” when I see the price I was chargedI realize that garages do mark up the price of parts, but the price I was charged on this part is ridiculously highI would be embarrassed to admit to such a high mark-upAt no time was it explained to me that I needed a specific type of power steering pump since my vehicle was not equipped with the magna pure filtering system optionIt was during this conversation that I told her there was no rush if she needed a couple extra days to work this into her schedule.She has indicated that the warranty I was questioning is noted at the bottom of my invoiceI will agree that this is notated in fine print, but I think as a courtesy to her customers, it would be considerate to point out the warrantyHowever, what happens if there is a problem after the expiration of this warrantyThe manufacturer of the part is not notated on the invoiceIf the garage should close or go out of business how could I pursue this if necessary?As far as the studs being replaced, at no time did MsZ*** tell me there was a problem with a customer bringing parts since I brought the wheel studsShe has noted that the brake shoes had to be removed to replace the wheel studsThis is not the proper way to do this and is making the job longer and more expensive for meSince she said they removed the brakeshoes, this is not good eitherIf this is the case, they could possibly have damaged the bearings which do require precise proper alignment in the hub.I received a message that my vehicle was doneIt was when I called back to confirm the hours someone would be there for me to pick up my vehicle, that MsZ*** gave me a price on the work that was done on my vehiclePrior to this, no dollar amounts were given to me by the garageI commented to her that the bill was a little higher than I expectedWhen I walked into the garage I expected to discuss the bill in detail, but I found a customer there, who introduced himself and he seemed to be a regular customer of the businessI decided to take the bill home for further reviewI was trying to be considerate and not have a discussion in front of one of her regular customersMsZ*** did come out to my vehicle to show me the new power steering pump, but she could not point it out as she indicates, because it was not visible when looking under the hoodAll that was visible was the neck from the old pump that was attached to the new pumpAlso when MsZ*** came outside with me her attitude was not very approachable, so I did not have any discussion with her at that timeWhen I was more prepared to have this discussion with her, I did attempt to contact her by email several times, so that I would not interrupt her work day and she could call me at her convenienceHer lack of courtesy in failing to contact me is what broke the lines of communication.I am not dealing with her father or the history of the garageI am dealing with MsZ*** and her personality and this orchestrated letterI would have preferred to deal in person to work this out rather than in writingBut she chose to ignore my emails and the letter I sent to her at the garageI was very patient and did not rush their work scheduleI told them to take the time they neededAlso, I offered to give them some cash up front toward the repairs, but the man who met me when I dropped off my vehicle said it was not necessaryI did pay cash when I picked up my vehicle which was also to their benefitThey had no merchant credit card fees to pay and there was no risk involved in accepting a personal checkIn fact, some garages offer a discount to customers who pay cash, but this was not offered to me.I certainly did not want to take this to the Revdex.com and I hoped we could respectfully handle thisI do not need this kind of aggravation in my 70’s, and I already have been dealing with enough stress this year over the loss of numerous family membersThis situation is unfortunate for me and for Peterman’sI had hoped to use their service in the future and also to refer others to themFinally, I do still feel that I am entitled to a refund.Respectfully,*** ***

RE: Complaint ID# ***Dear Bureau Representative,This letter is in response to your request for information on the complaint ID stated above, I spoke to the customer by phone prior to his scheduled appointmentThe customer initiated the call to our repair shopThe call was placed in the week
prior to his appointmentDuring the conversation the customer introduced himselfWe briefly discussed some family history and then addressed concerns relating to the vehicleAt this time the customer mentioned to me the vehicle was due for its annual PA State and Emissions InspectionsHe also stated the vehicle was experiencing a power steering leakThe customer felt certain the problem was a result of a faulty power steering pumpThe customer then went on to mention an additional item which needed repaired The vehicle had a couple of broken wheel studs in the rearThis apparently occurred at another repair shop where tires were installedHe asked if this was something we could also repairI stated that we could but suggested he return to the shop where the tires were installed as they should replaced them for freeThe customer stated that he did not want to return thereAfter an approximate minute conversation I recommended that he schedule an appointmentDuring that appointment we could perform the required state inspections and evaluate the power steering and other concernsOnce the car was checked I would call with an estimate on any repairs neededThe customer stated that he needed to check his schedule and would call backHe did so later that day.On September 01, the customer arrived to drop off the vehicleI greeted the customer and again I went over the items to addressI confirmed with him the PA State inspections, checking the power steering leak and replacing the wheel studsHe stated the wheel studs were on the seat of the carI acknowledged this with the customer and verified we had a contact number to callPrior to leaving, the customer made mention that we could take a few extra days if neededHe was not under any pressure to get the vehicle back immediatelyI thanked him and said we would call once the car was looked at.The following day the vehicle was brought in for serviceThe technician read the concerns on the order.I also informed the technician that the customer left the wheel studs sitting on the seatThe tech test drove the vehicle, pulled into the shop and completed the emissions testHe then went on to evaluatethe vehicle for Safety Inspection criteriaAn hour or so later I was informed by the technician what the vehicle neededI was told the only two items necessary was replacement of the power steering pump due to a leak and to replace the broken wheel studsNo other items were neededI proceeded to establish an estimate and call the customerThere was no answer so I left a messageThe customer did call back a couple hours laterI was unable to take the call so he spoke to my associate briefly and was asked if I could call back to discuss the estimateThe customer agreed and then went on to ask my associate if we would be able to check some additional items on the power steering lines while we had the car in the airWe agreed and ended the callAt 6pm I was finally able to make contact with the customerDuring that call I explained the items needed for inspection and what was necessary for the power steeringThe customer was then given a total price to repairThe amount given was $i went on to explain that this amount included the PA Inspection and Emissions service, the power steering pump, fluid and installation labor and finally labor to install the wheel studsThe total given also included the sales taxAfter a minute discussion the customer authorized the repairs to be performedWe ended our conversation and the following day we began repairs on the vehicleDuring the conversation I do recall the customer asking if I dealt with *** ***I explained that I do not necessarily deal with this vendorI have other vendors as wellI check them all for price and make my decision based on price, quality and availabilityThe customer's vehicle required a power steering pump with a reservoirHis vehicle was not equipped with the aftermarket magna pure filtering system optionThe part number required for his vehicle is not the same as the one used in his *** / *** ComparablesAt the time of repair the correct part was available through two vendorsOne was more expensive than the otherQuality was comparable so I went with the least expensive for the customerThis was the pump included with my estimateI have enclosed a copy of this receipt for your viewingYou can see on this receipt what the part costs me and the retail price to the customerThe retail price is what was charged to the customer and what was included in the estimateIt is only under very rare circumstances that we will install parts that are supplied by the customerIf we do the labor rate is $/ hr and there is no warranty on the repairThe customers warranty for the repairs that were made is written in the disclosure at the bottom of his receiptI have included a highlighted copy for your viewingAny additional warranty on parts provided by the manufacturer outside of the shop warranty covers only the partThe customer supplied to us two wheel studs to be installedWe made an exception to our policy and installed them since the item was needed for inspectionHowever this does require time and there is a chargeThis charge was included in the estimate givenThe customer states "The wheels were already off for the inspection"While this is true it still requires time to press out the old studs and install the new onesThe customer's vehicle required removal of the brake shoes on this wheel to install the studsCurrent standard labor guide allows to install stud on one wheelAs a courtesy to the customer this time was reduced to .5.In the complaint the customer asks if the grease fittings were lubedDuring the initial consultation at drop off I was not verbally informed by the customer of this request for serviceAs a result it was not noted on the ticketThe technician however, found the note on the seat and performed the service for the customerI was never notified by the technician that he performed this service so there for the customer was not charged and the service was not noted on the ticket.On Sept06, the customer arrived to pick up his vehicle, I greeted the customer when he arrivedI retrieved his repair order and presented it to him for reviewHe reviewed the invoice andcommented that it "seemed like a lot of money to repair." I was a bit confused as the final cost was $less than originally quoted, I did review all the items again with the customer and then he paid cash for the repairI gave him his change and thanked him for coming as I do with ali my customersDuring our final conversation at no given time did the customer request to see the old partsHad he done so I would have shown him the defective power steering pumpNo parts are ever disposed of until the customer has picked up the vehicleThis is a company policyThe customer left the office and went out to his vehicleWhen I glanced out a few minutes later he had popped the hood of his car and was looking aroundHe then proceeded to come back into the office and ask me if I could show him on the car the part that was replacedI walked to the vehicle with him and pointed out the new power steering pumpWe addressed a few other questions then the customer got in the vehicle and leftI was unaware of any additional concerns until I began receiving emails from the customer, I feel this customer broke the lines of communication when he chose to form an opinion and compare me to "the culture of today"Our family has been doing business in this area for over years, I have been a part of that business for the last yearsThroughout our years we have only received one other Revdex.com complaintWe follow strict guidelines and do absolutely no repairs without first getting authorization from the customerI feel the customer's request for is not viableNo one can expect a business to survive that retails items to customers at what they costInstalling the wheel studs was a service the customer requestedHe was advised during consultation to return to the shop where the damage occurredHe chose not toThe customer was informed prior to any repairs what the total cost would beAt any given time during that discussion or prior to repairs the customer had a choice to decline repairs and seek out an alternativeHe did not and authorized us to do the repairsThe estimate and repairs fell within industry guidelinesWe also feel the staff adhered to company policy with the customerThe customer was consulted and informed several times by phone, treated courteous by staff and thanked for his businessIf the customer felt uncomfortable and that we were taking advantage of him then why didn't he just pick up his vehicle and decline service?Service Manager Peterman's Car Care