Power Auto Group

On 10/05/2016 with 104,002miles customer had her 2008 Chevrolet 2500 towed in due to
Customer backing into a barrier and broke brake lines, we had service tech look at her truck
And found the drivers rear brake line damaged and the parking brake (total cost $777.06)
Customer...

also stated that she wanted us to replace glow plug #8 and just replace it she
Knows that’s why the check engine light was on, customer stated she would like us to look
At her window’s the passenger side is not working, we had a tech look and he found the passenger side
Window switch  is  not sending power to window motor ( total cost 260.10 customer declined repair) customer also wanted oil service ( total cost of $64.95) and fuel filter (total cost $118.99)
      On Saturday 10/09/2016 customer game in to pickup her vehicle and stated to service advisor she was not going to pay the bill due to it always coming back in for problem’s after talking with her she gave service advisor her Credit card # and was declined. (Customer has the vehicle without paying, total cost of $1239.74 owing)
     Service manager has tried calling customer (10/10/2016 and 10/11/2016 left mess with her co work due to her not available to talk.
         We look at service history of vehicle and customer has only been here four times total
1st time was 10/02/2015 with 75,008 miles for oil change
2nd time was  12/26/2015  with 80,000 miles oil change ($64.95), tire rotation($0), drivers front and passenger rear window not working tech found driver master switch shorted out ( total cost  $193.83)
Clunk noise coming from u joints needs u joints (total cost $242.65) cruise control not working needs
Brake switch (total cost $116.95) transmission leak need oil cooler lines (gm warranty no cost)
Fuel filter (total cost$138.77) total bill was $1030.80 customer only paid $318.02 (service contract paid $712.78)
    3rd time was 05/10/2016 with 90,668 miles
 Transmission getting hot we recommended to replace transmission cooler
That was declined and transmission service was performed only (total cost was $432.31Customer only paid $179.66).  Oil service ($64.95) 
4th time is 10/05/2016
See above.
Resolution: customer needs to pay for the parking brake damage ($777.06) that she approved,
Fuel filter ($118.99) and flush brake service ($162.06)  that she wanted done and the oil service ($64.95)
 total of $1123.06
 
 
[redacted]Please see attached photos.[redacted]

I did not get a call, I called him around 4:30 to make sure he received the truck and what they thought

Once again it is our goal that you be completely satisfied with your experience at Power. Please pass along your contact information to us so that we can discuss the possibilities of an even trade. Once again it may be our error or that your car was registered to a different name or that your...

full name isn't the same as listed on the complaint but we were unable to locate your transaction on our first attempt. Thank you

When the machine came in for repair it had been overheated and a hose in the engine compartment was melted which would spray water and reduce performance. As per your approval we did the repair. We then put the ski in our water tank and ran the machine for 30 mins with no issues. When you picked up...

the machine you advised us you did not want to pay for the work completed. We agreed to a reduction of the service bill and collected $140 from you. I spoke to the service department and if we can send a tech to you and test the machine on the water. Please advise as to when you are available. David S[redacted]

Refund issued.
Customer is Happy.
Thank you,
Rick R[redacted]
Sales Manager
Power Auto Center

the name on the transaction is [redacted]. Thank you
 
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. Sincerely, [redacted]

It is our goal that all of our customers be completely satisfied with their purchases and overall experience. We understand from this complaint that Mr. [redacted] is not completely satisfied and would like to take the steps possible for us to rectify the situation for him. First we would like to thank...

you for bringing this to our attention. It is not our intent that any of our staff say something like "I am sorry you feel that way I don't have a magic wand". We would like to apologize for that. We will work on continued customer service training in order to assure that it doesn't happen. At one point in the complaint it is mentioned that you asked if their was an inspection preformed which their was. We replaced the rear brakes and found the front brakes to be at 6mm (most industry standards suggest replacing them between 2-3mm, we replace them at 3mm). If their is any brake wobble we would be more than happy to get it fixed. Also if their are any open recalls we would me more than happy to fix those as soon as possible (CARFAX doesn't currently show any open recalls but we will check all databases to find out). If getting these repairs taken care of are not satisfactory we would be more than happy to find a car that is better suited for you and help you get out of the saturn and into a newer model via trade in. Please contact us if that is something you would like to pursue. Thank you

We have contacted the customer and have invited her to the Dealership to help her resolve the complaint.
Thank You,
Rick R[redacted]

We did diagnose the window issue, which was also looked at in a previous repair order. Previously it was a driver's front master window switch, diagnosis this time pointed to a failed passenger front window switch. There was no mentioning of power locks issues this time nor previously, so not diagnosis was performed on that concern. Our labor rate is on par with national average, we do go off of book time as would any other shop. We are competitive with pricing and do price match other shops if a paper quote is provided, nothing was mentioned regarding an overheating issue. Customer stated and requested that glow plug be replaced, the failing one and that is it. I advised check engine light be diagnosed but customer declined and specifically requested only the glow plug be replaced. The priority was the brakes because without that being repaired the vehicle was not driveable. We use OEM parts which are designed for her vehicle and come with a 12 months/12K warranty. Customer has not paid the bill and would refuse to put a credit card own and stated to her husband, "give him one that does not work". Our policy is to not release a vehicle without payment, but we do appreciate loyalty and made an exception.

Hi [redacted],
Thank you for your assistance regarding the issue with Ms. [redacted]. At this time I do believe we have reached a resolution with [redacted]. We are waiting to hear back from her and as soon as we do we will let you know.
 
Thanks again,Drew K[redacted]
Power Mazda

To begin with, 185K miles  on a 23 year old Acura Vigor isn’t considered high miles or common for the transmission to fail when PROPERLY maintained.  According to my records and in my original complaint,  when I asked the service manager why the transmission fluid was never changed or any recommendations to have it done,  he said “we would have if it needed it”.  That in itself is admitting that it hadn’t EVER been serviced.  A transmission WILL fail if nothing is done to it!  My records indicate that the last transmission service took place in California prior to my move up here….six years and 77K miles ago!
I’ve always requested the same technician, Jay, to take care of my car so he could become familiar with its condition and to advise further recommendations.  I’m not sure if it’s the responsibility of the technician or the service manager that follows a maintenance schedule, but obviously this got overlooked or missed completely!  There needs to be some accountability somewhere.  As I’ve always kept my car in ‘pristine’ condition, inside and out, what goes on under the hood wasn’t something I thought I had to worry about as that was being taken care of by the ‘best’ in the business….so I was told.
When my car was towed back to my residence from the dealership, the driver handed me the invoice that was given to him from Power Honda.  It said:  INSPECTED AND FOUND TRANSMISSION HAS FAILED.  NEEDS TO GO TO ACURA FOR REPAIRS. 
In their response to my complaint, it was stated that I didn’t opt to replace my transmission with Power Honda.  I was NEVER given that option nor was there any conversation with the service manager or anyone else that they would have offered to help me with the financing of my repair and/or discount the [redacted] due to my status as a repeat customer.  It was also stated that the other option they would have provided would be to let me trade in my vehicle and they would give me the trade-in value of my vehicle as though it had a functioning transmission.  ALL of this is news to me as none of this was ever offered, discussed or even brought up!  
The ONLY recommendation given to me by the service manager, Derrel,  was that I could donate my car to BCC (Benton City College) and use it as a tax write-off. 
This is how they treat their ‘repeat’ customers??  My desired settlement still stands.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Sincerely,
[redacted]

Vehicles purchased from Power Mazda undergo an inspection and the vehicle Ms. * purchased was no exception. At the time
of the inspection our technician did not note damage on the vehicle of discussion. Several months after her purchase, Ms.
*’s vehicle was totaled due to an automotive accident...

that Power Mazda was not involved in. It is my understanding that
Ms. *’s insurance and Gap protection has paid off her loan in full. Months after the accident involving Ms. *’s vehicle, she
has demanded $8500 from Power Mazda. While we are sympathetic to Ms. M’s loss of her vehicle, Power Mazda did not play
a role in the events which caused the loss. We have extended offers to loan Ms. * a vehicle for a short time period while she
replaces her totaled vehicle or assist her in replacing the vehicle by helping with the purchase of different vehicle. Ms. *
told us she was not interested in either of those offers.

It certainly is not the most enjoyable conversation when we tell a good customer that the transmission has failed in their vehicle. However, that certainly does happen in our business and it most commonly takes place on older vehicles with higher miles. The vehicle we are discussing is over 20 years...

old and when we saw it last it had over 185,000 miles on it. While we are emphatic to the hardship this has caused the customer we are not in a position to guarantee the life span of transmissions on 23 year old vehicles. I would highly doubt [redacted] from [redacted] transmissions would be willing to guarantee Ms. *’s transmission for 20+ years either. No matter how much preventative maintenance she did on her vehicle. Ms. *. did not opt to replace her transmission with Power Honda (we don’t rebuild transmissions). However, if she did we would have offered to help her with the financing of her repair and/or discount the [redacted] due to her status as a repeat customer. The other option we would have provided would be to let her trade in her vehicle and we would give her the trade-in value of her vehicle as though it had a functioning transmission.

[redacted],
We apologize for the miscommunication and the mistake that was made on our side regarding your DMV fees.  We are mailing you a check for $196.  It is our goal to prevent frustrating issues like this from happening in the future.  Thank you for bringing this to our...

attention, we will use your experience for future training. 
 
Regards,
Power Corvallis Management Team
Brian, Rick, Brad, and Aimee