Pharmacare, LLC

Tell us why here... We have been back & forward with this customer, trying to explain the situation to him and ease their concerns. Unfortunately, the customer is not listening to us and continues to want something for free, which is not in any way warranted. The work we performed for the...

customer is 100% correct & accurate. There are additional problems with the customer vehicle, which he has declined and refused to allow us to repair. The customer has had multiple conversations with the store manager of our location AND our Chief Operating Officer, so he had spoken to the highest level of management necessary. There is not anyone further to make any different decisions. The customer is stretching with incorrect accusations here all in an attempt to gain free car repairs, which is not in any way going to be authorized. There is not going to be a refund, nor free repairs, on this customer’s vehicle from this case.The true story here is as follows: this customer had some work performed on his vehicle on 02/24/2016. Customer is not stating he was supposed to have a complete tune-up and that he didn't get it. The customer was advised by our store manager that he would do some research and give him a return call with anything he was able to find out or do. After researching what repairs the customer authorized for our store to perform on his vehicle, our store manager called the customer and reminded him he had 6 spark plugs and one of the ignition coils replaced. The customer was properly charged for 6 spark plugs and only one ignition coil. In addition, the customer was informed there were (2) other ignition coils where the coil hold down screws were stripped and couldn't be replaced, as if someone had already been trying to work on the vehicle prior to our repairs. In addition to that, the customer was also informed that anti-freeze/coolant was visible in the spark plug holes, indicating an engine coolant leak from somewhere that would require further testing. This leak could be various thing, even up to being a potential head gasket failing. However, the customer did not authorize any further inspections, testing, or additional repairs. The customer did inform our staff, at the time of our initial repair work, that he has had some previous work done to vehicle by someone else. All of this information here is well noted in our system and/or on the customer’s final invoice.Our store manager told the customer there is plenty of evidence documented, showing that he was explained exactly was done to the vehicle when he picked his car up after the initial service. In additional repairs can certainly be performed, but will not be discounted or for free. The customer is responsible for their vehicle and our location has not contributed in any way to the needed repairs on the customer’s vehicle. During the last conversation with the customer, we recommended he have us change the other 2 ignition coils that were failing, but that would come with the appropriate costs b/c this is nothing to do with the work we have previously performed. These are additional needed repairs on the customer’s vehicle. Customer was not happy with that because he wanted unwarranted free repairs from us, he began to us unnecessary profanity and cursing at our employees, then hung up the phone.There is not going to be any further movement from our end on this case. There will be no free repairs nor any sort of refund. We have verified that our work is correct and operating appropriately; however, there are additional repairs needed on the customer’s vehicle. The customer has not yet authorized for us to perform these repairs, so there is nothing further for us to do here. Case should be closed.