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 response. If 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 Ms. Z[redacted] of Peterman’s Car Care. She states that when I called her to schedule my appointment we discussed family history. Actually I was expressing my condolences to her on the loss of her father. I 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 studs. I would have done these myself, but I was running out of time for my inspection. Since my emissions test is exempt because I drive under 5000 miles a year, I had just a small window of time to meet the exemption requirements.I did not deal with Ms. Z[redacted] when I dropped my vehicle off, she was not there, but she does not seem to remember that. A man I assume is the garage manager went over the things being done on the van. He walked out to the vehicle with me. I showed him the note on the seat requesting that the fittings be greased and I handed him the wheel studs. He said that was fine, and he never mentioned that they don’t like customers to bring parts.Ms. Z[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 up. It was a couple days later that I called the garage to check on the status of my vehicle. She hold me that the inspection was done and the studs were on. Also she said it had been verified that the power steering pump needed to be replaced and did I want to proceed with this. I 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 cheaper. Now I am definitely asking the question “Cheaper for who?” when I see the price I was charged. I realize that garages do mark up the price of parts, but the price I was charged on this part is ridiculously high. I would be embarrassed to admit to such a high mark-up. At 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 option. It 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 invoice. I 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 warranty. However, what happens if there is a problem after the expiration of this warranty. The manufacturer of the part is not notated on the invoice. If 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 Ms. Z[redacted] tell me there was a problem with a customer bringing parts since I brought the wheel studs. She has noted that the brake shoes had to be removed to replace the wheel studs. This is not the proper way to do this and is making the job longer and more expensive for me. Since she said they removed the brakeshoes, this is not good either. If 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 done. It was when I called back to confirm the hours someone would be there for me to pick up my vehicle, that Ms. Z[redacted] gave me a price on the work that was done on my vehicle. Prior to this, no dollar amounts were given to me by the garage. I commented to her that the bill was a little higher than I expected. When 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 business. I decided to take the bill home for further review. I was trying to be considerate and not have a discussion in front of one of her regular customers. Ms. Z[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 hood. All that was visible was the neck from the old pump that was attached to the new pump. Also when Ms. Z[redacted] came outside with me her attitude was not very approachable, so I did not have any discussion with her at that time. When 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 convenience. Her 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 garage. I am dealing with Ms. Z[redacted] and her personality and this orchestrated letter. I would have preferred to deal in person to work this out rather than in writing. But she chose to ignore my emails and the letter I sent to her at the garage. I was very patient and did not rush their work schedule. I told them to take the time they needed. Also, 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 necessary. I did pay cash when I picked up my vehicle which was also to their benefit. They had no merchant credit card fees to pay and there was no risk involved in accepting a personal check. In 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 this. I 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 members. This situation is unfortunate for me and for Peterman’s. I had hoped to use their service in the future and also to refer others to them. Finally, 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 [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 response. If 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 Ms. Z[redacted] of Peterman’s Car Care. She states that when I called her to schedule my appointment we discussed family history. Actually I was expressing my condolences to her on the loss of her father. I 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 studs. I would have done these myself, but I was running out of time for my inspection. Since my emissions test is exempt because I drive under 5000 miles a year, I had just a small window of time to meet the exemption requirements.I did not deal with Ms. Z[redacted] when I dropped my vehicle off, she was not there, but she does not seem to remember that. A man I assume is the garage manager went over the things being done on the van. He walked out to the vehicle with me. I showed him the note on the seat requesting that the fittings be greased and I handed him the wheel studs. He said that was fine, and he never mentioned that they don’t like customers to bring parts.Ms. Z[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 up. It was a couple days later that I called the garage to check on the status of my vehicle. She hold me that the inspection was done and the studs were on. Also she said it had been verified that the power steering pump needed to be replaced and did I want to proceed with this. I 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 cheaper. Now I am definitely asking the question “Cheaper for who?” when I see the price I was charged. I realize that garages do mark up the price of parts, but the price I was charged on this part is ridiculously high. I would be embarrassed to admit to such a high mark-up. At 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 option. It 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 invoice. I 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 warranty. However, what happens if there is a problem after the expiration of this warranty. The manufacturer of the part is not notated on the invoice. If 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 Ms. Z[redacted] tell me there was a problem with a customer bringing parts since I brought the wheel studs. She has noted that the brake shoes had to be removed to replace the wheel studs. This is not the proper way to do this and is making the job longer and more expensive for me. Since she said they removed the brakeshoes, this is not good either. If 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 done. It was when I called back to confirm the hours someone would be there for me to pick up my vehicle, that Ms. Z[redacted] gave me a price on the work that was done on my vehicle. Prior to this, no dollar amounts were given to me by the garage. I commented to her that the bill was a little higher than I expected. When 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 business. I decided to take the bill home for further review. I was trying to be considerate and not have a discussion in front of one of her regular customers. Ms. Z[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 hood. All that was visible was the neck from the old pump that was attached to the new pump. Also when Ms. Z[redacted] came outside with me her attitude was not very approachable, so I did not have any discussion with her at that time. When 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 convenience. Her 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 garage. I am dealing with Ms. Z[redacted] and her personality and this orchestrated letter. I would have preferred to deal in person to work this out rather than in writing. But she chose to ignore my emails and the letter I sent to her at the garage. I was very patient and did not rush their work schedule. I told them to take the time they needed. Also, 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 necessary. I did pay cash when I picked up my vehicle which was also to their benefit. They had no merchant credit card fees to pay and there was no risk involved in accepting a personal check. In 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 this. I 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 members. This situation is unfortunate for me and for Peterman’s. I had hoped to use their service in the future and also to refer others to them. Finally, I do still feel that I am entitled to a refund.Respectfully,[redacted]