Premier Express Care

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First, when the first contact was made, *** [redacted] was told they were very busy and would not be able to get to vehicle for weeksThis was acceptableAfter weeks had passed, MR ***s called for an updateWas told was not looked at yet and a phone call would be placed by the end of the week with details of the problemAfter another week of no contact, Mr ***s called yet againHe was told that he had not looked at it yet but he would have an answer of what was wrong by OctMr ***s told him that was going to work out since he was on a business trip at the time and could return to a fixed vehicleWhen the Mr ***s returned from trip on Oct and still had no contact with J and D, he called yet againWas told that the truck would be evaluated the beginning of the next week Mr ***s was assured he would get a call by Nov On Friday NovMr ***s had to call yet again and was told "Sorry we forgot to call you, you don't need an engine, It is just the timing chain."Mr ***s explained that he was under the assumption there was more wrong with the truck and asked if they were sure of the timing chainHe also explained that he didn't want to only fix the timing chain if he would have to replace the engine anyway laterHe wanted to replace the engine now if that was the probabilityWas told by J and D again that the engine was fine and it was only the timing chainHe then agreed to have timing chain replacedA time-line of days was given to Mr ***s for all repairsThe truck was not ready and all phone calls to J and D were not returnedI was finally able to pick the truck up on Nov That was when the conversation of coming back in days for an oil change happenedJohn told me to have the oil changed and look for anything strange but he thought we were "good to go!".The next day[redacted] took truck back with lost power as statedOn Nov 29,John called [redacted] and told him that there was still metal in the oil pan but he changed the oil and filter and it was okWithout tearing apart the oil pan he would not know for sure but the truck was ok to driveThen , I picked the truck back up and John told me that there was more metal in the filter but unless he tore apart the oil pan he would not know if more metal was insideI asked specifically if the truck would be ok and he stated that the oil filter would catch the metal but I could drive the truckHe stated again that unless he dropped the oil pan, he would not know 100% but he had not done yetWhen I left I was told the truck was going to be ok just to change the oil every days for monthsNov 30, at 7:am the truck lost all power and very heavy knock on interstate [redacted] [redacted] had truck towed back to J and D [redacted] also called them and told them the truck was on the way, the engine lost power and was knocking and that he wanted it fixedThe next day, was told the bottom "feel out"He apologized several times and said he probably should have dropped oil pan and checked but it definitely needed a new motor now I went to J and D and asked John what we were going to do about this His words were, " I'm not going to do nothing about this." I quickly responded that he wasAfter a few minutes he stated that he was thinking earlier that day that he was going to give me the money back on the labor from the earlier work that was done [redacted] called him back and John also stated that there would not be any more labor charges it would be a priority to get it fixed [redacted] said "do what you have to do to get the truck back but my biggest concern was that I have not had my truck for months now, I can't go without my vehicle and I need my truckMy biggest frustration is that fact you have had my vehicle for so long." John promised it will take him 7-business days to get engine and truck fixed days after thatPromised it would be done by ChristmasI called the week before Christmas and he stated that the engine that came in had water in it and he had to send for another one.On Jan after several days of calls not returned I went to J and D to find out the statusI was asked to walk in the shop while he workedHe would not look at me when I asked him why the truck was not fixedHe stated that "it my faultI have been busy and couldn't get to it." I told him that this was not ok and he has had my vehicle for months and I wanted it fixedHe stated that it would be ready next week and he would call me when I could pick it upI was out of town that week but never received a phone callOn 1-31-I went back o find out the status and he stated it was readyAfter I paid for the engine and he was handing me the receipt, he pulled it back out my hand and said " Can I ask you a question? Are we ok now?" I told him no that the situation was unacceptable and he said " I know but I charged you no labor"I told him that we upset, thanked him for the work and it was not ok ALot of the details were missing in his response and incorrect on the events that created a bad situation that didn't need to happenWe were prepared for work to be done to the vehicle, we were not prepared for months of disrespect and lack of work ethic Regards, [redacted]

With regard to this complaint, this project has now been completed We have experienced unprecedented demand this year and sincerely apologize for the delay in completing your project I'm pleased to hear it has been completed If there are any issues still outstanding, please contact [redacted] at [redacted] @olynroofing.com Otherwise, we will consider this matter closed in relation to the Revdex.com Thank you again

While it saddens us you are upset enough to post a complaint to the Revdex.com, the facts in this case need to be noted.You signed a contract with O'LYN on November 13, 2013.We completed the work on your home on December 17, 2013.On June 24, you called us citing issues with your
roof and we dispatched a technician on July 2nd.Our technician concluded the damage was due to ice dams and that further work had been done to the roof.At that point you asked us for $5,so you could pay another roofer/roofing company who had done work on your roof during the period between when we installed the roof and when you began having issues with it It was clear when we inspected the roof that it had been altered by someone else, and our notes state it appeared the roof had been "taken apart and put back together." This does in fact void the warranty and unfortunately there's little we can do about that now What we can't understand is, if you were having problems with ice dams, why didn't you call us? We spent all of last winter clearing ice dams for customers We would have helped you, without voiding the warranty, since we would not have damaged the roof in the process It should also be noted that the contract you signed states "[warranty] excludes consequential damage to building interiors caused by adverse weather conditions such as ice dams."

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First, when the first contact was made, [redacted] [redacted] was told they were very busy and would not be able to get to vehicle for 2 weeks. This was acceptable. After 3 weeks had passed, MR [redacted]s called for an update. Was told was not looked at yet and a phone call would be placed by the end of the week with details of the problem. After another week of no contact, Mr [redacted]s called yet again. He was told that he had not looked at it yet but he would have an answer of what was wrong by Oct. 20. Mr [redacted]s told him that was going to work out since he was on a business trip at the time and could return to a fixed vehicle. When the Mr [redacted]s returned from trip on Oct 27 and still had no contact with J and D, he called yet again. Was told that the truck would be evaluated the beginning of the next week.  Mr [redacted]s was assured he would get a call by Nov 1.   On Friday Nov. 3 Mr [redacted]s had to call yet again and was told "Sorry we forgot to call you, you don't need an engine, It is just the timing chain.". Mr [redacted]s explained that he was under the assumption there was more wrong with the truck and asked if they were sure of the timing chain. He also explained that he didn't want to only fix the timing chain if he would have to replace the engine anyway later. He wanted to replace the engine now if that was the probability. Was told by J and D again that the engine was fine and it was only the timing chain. He then agreed to have timing chain replaced. A time-line of 3 days was given to Mr [redacted]s for all repairs. The truck was not ready and all phone calls to J and D were not returned. I was finally able to pick the truck up on Nov 27. That was when the conversation of coming back in 30 days for an oil change happened. John told me to have the oil changed and look for anything strange but he thought we were "good to go!".The next day...[redacted] took truck back with lost power as stated. On Nov 29,John called [redacted] and told him that there was still metal in the oil pan but he changed the oil and filter and it was ok. Without tearing apart the oil pan he would not know for sure but the truck was ok to drive. Then , I picked the truck back up and John told me that there was more metal in the filter but unless he tore apart the oil pan he would not know if more metal was inside. I asked specifically if the truck would be ok and he stated that the oil filter would catch the metal but I could drive the truck. He stated again that unless he dropped the oil pan, he would not know 100% but he had not done yet. When I left I was told the truck was going to be ok just to change the oil every 30 days for 3 months. Nov 30, at 7:10 am the truck lost all power and very heavy knock on interstate [redacted]. [redacted] had truck towed back to J and D.  [redacted] also called them and told them the truck was on the way, the engine lost power and was knocking and that he wanted it fixed. The next day, was told the bottom "feel out". He apologized several times and said he probably should have dropped oil pan and checked but it definitely needed a new motor now.  I went to J and D and asked John what we were going to do about this His words were, " I'm not going to do nothing about this." I quickly responded that he was. After a few minutes he stated that he was thinking earlier that day that he was going to give me the money back on the labor from the earlier work that was done. [redacted] called him back and John also stated that there would not be any more labor charges it would be a priority to get it fixed. [redacted] said "do what you have to do to get the truck back but my biggest concern was that I have not had my truck for 3 months now, I can't go without my vehicle and I need my truck. My biggest frustration is that fact you have had my vehicle for so long." John promised it will take him 7-10 business days to get engine and truck fixed 3 days after that. Promised it would be done by Christmas. I called the week before Christmas and he stated that the engine that came in had water in it and he had to send for another one.On Jan 19 after several days of calls not returned I went to J and D to find out the status. I was asked to walk in the shop while he worked. He would not look at me when I asked him why the truck was not fixed. He stated that "it my fault. I have been busy and couldn't get to it." I told him that this was not ok and he has had my vehicle for 5 months and I wanted it fixed. He stated that it would be ready next week and he would call me when I could pick it up. I was out of town that week but never received a phone call. On 1-31-18 I went back o find out the status and he stated it was ready. After I paid for the engine and he was handing me the receipt, he pulled it back out my hand and said " Can I ask you a question? Are we ok now?" I told him no that the situation was unacceptable and he said " I know but I charged you no labor"I told him that we upset, thanked him for the work and it was not ok.  ALot of the details were missing in his response and incorrect on the events that created a bad situation that didn't need to happen. We were prepared for work to be done to the vehicle, we were not prepared for 5 months of disrespect and lack of work ethic.    
Regards,
[redacted]

I am responding to complaint, ID #[redacted].  In September 2017 the customer, [redacted], drove their Dodge Dakota to our place of business, J & D Automotive Center in Staunton, VA.  They said it was making a noise and thought it was the engine.  We have been...

running a very tight schedule and turning work jobs away, as we can’t get them all done.  This job came in unscheduled and had to be worked in.  When we brought the vehicle into the shop, we discovered they had broken the timing chain.  After getting their approval, we pulled the front off the motor and it was full of metal shavings. We replace the timing chain (invoice enclosed), changed the oil and filter (which was also full of metal) and flushed the oil pan.  When we then started the vehicle, it was running quiet which is a good sign.  So, at this time, we did not know whether the engine was ruined without tearing it down.   We told them to drive the vehicle and bring it back in 30 days, so we can again change the oil and filter.  We were in hopes of trying to saving the engine.  But, this was not a guarantee.   The customer drove the vehicle back to our shop the day after picking it up, stating that it was losing power.  We again changed the oil and filter, which still had metal shavings in it.  A couple days later, the vehicle was towed to our shop with the motor supposedly locked up.  This was not the case, as we drove the vehicle into our shop.  We can not foresee the damage done inside an engine until it is tore apart.    It was evident at this point the motor would have to be replace as some metal had gotten through the oil and filter into the engine.  Our service manager told them, if they bought a motor, he would not charge them labor putting it in (invoice enclosed).I feel we have gone above and beyond in being fair in trying to help this customer financially in repairing their vehicle.  We were not the ones driving their vehicle when the damage was done from the timing chain breaking.  We were hoping to save them from replacing the motor by doing what we could by changing the oil and filters twice.  Our shop has been in business for at least 40 years.  We are widely known have always stood behind our work.The timing chain had to be replaced initially.  The metal shavings getting into the engine from the timing chain is what ruined the motor.  I don’t feel we owe the customer any refund.  We gave them FREE labor ($994.) for putting another motor in their vehicle, which we did not have to do.Sincerely,John Jackson, ownerJ & D Automotive Center

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 I called much earlier than June 2015, I felt I had reached out in May. The "technician" was a crew member . He did not examine the roof. I did not pay the the roofer who examined the roof. I did ask for Olyn to reimburse me for the original cost of replacing the old roof. This was written in my letter to Revdex.com. No work was done on the roof by another worker except for the one who removed the ice during the storm. He was working on our street and since and since water was already seeping into the house, I became alarmed and hired him to remove the ice. I was never informed by Olyn that this would void the contract when prior to their re doing the roofing on November 2013. The roofer who examined the damage removed a couple of shingles to see if ice shields existed ( they did not) in that small area. No work was done on the roof between olyn's installation and the storm.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

With regard to this complaint, this project has now been completed.  We have experienced unprecedented demand this year and sincerely apologize for the delay in completing your project.  I'm pleased to hear it has been completed.  If there are any issues still outstanding, please...

contact [redacted] at [redacted]@olynroofing.com.  Otherwise, we will consider this matter closed in relation to the Revdex.com.  Thank you again.