Prenlyn Enterprises, Inc

Customer brought vehicle in for PA state inspection and emissions testing.  Vehicle required repairs to meet the state safety and emission standards.  Customer was informed of entire process and approved repairs needed to meet these guidelines. The customer was fully aware of the state...

emissions laws, in which the check engine light was on, which prevented the vehicle from receiving stickers once the vehicle was repaired.  The customer was then informed that the vehicle must be driven to reset the monitors which would allow the vehicle to be retested, at no cost, and be issues stickers.  Customer was issued stickers, all repairs done were authorized and explained, customer was made fully aware of choices in the process.  We will reach out to the customer in the attempts to help resolve the customers concerns, but at this time the services agreed upon and approved have been completed 100%, any additional issues with the vehicle will need to be addressed separately from this repair.

The customer was contacted immediate and asked to explain the situation.  The customer did explain that she had the vehicle repaired by our location on 3/1/17, then she returned 2 additional times due to concerns about the vehicle but we did not address the concerns as she needed.  The...

customer then had to have the vehicle repaired by another location.  The customer was apologized and offered a refund for the repair that she had done for the cooling system.  Customer was very thankful for the quick response and the resolution that she requested.  The customer was informed that we hope to see her again and that in the future she will receive more professional customer satisfaction.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:it is in poor taste! First of all, they are aware that I would not use their services again, so why offer a voucher. Secondly, I'm requesting that mr. Tim honor his word. I'm going to go to the small claim court, because I know that I'll get more.I concluded,based on my conversations with the managers there,and their inability to diagnose and fix my problems, that the mechanics are inexperienced. Therefore, I have a case.Regards,
[redacted]

If the customer feels the vehicle is unsafe, then  the customer needs to bring the vehicle back so we can adress what the issues are.  If the customer does not want to bring the vehicle back to us, the customer can bring the vehicle to who they want to.  If there is an issues with any of our repairs, then we will warranty what ever needs to be warrantied so that the customer has no additional expenses.

We would like to stick with the offer of refunding the customer the $170.00 for what she paid at the other shop and also offer her $300.00 shop credit that she can use as she pleases at any of our Midas locations.  Thank youTimothy M[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I 
Regards,
[redacted]
 
The is not operating as should it's much worse than when I took it in the wheel feels like it's about to fall off ,the car had air when I went in now it dose not just won't the car fixed .

Below are the notes from the vehicle when serviced.  As seen by the technician the problem that the customer was having was a pre existing condition and when suggested repairs to insure the vehicle performed 100% were offered, they were declined by the customer.  Customers vehicle came in...

with front brakes worn so low that there was no braking material left and it was grinding into the brake rotor.  Due to allowing the vehicle to get to this point and contamination of fluid, one of the brake calipers that apply the brakes had completely failed and locked up.  The customer was advised to replace additional components but only replaced the brakes, rotors, and 1 caliper (failed unit).  Then the next day the customer returned having problem, which the customer was informed would most likely occur if not repaired as we stated.  TECH STATES:VEHICLE CAME IN 2/16 FRONT BRAKE PADS 0/32REPLACED FRONT PADS , ROTORS, AND R/F CALIPER DUE TO PISTON FAILURECUSTOMER DECLINED ADDITIONAL BRAKE WORKVEHICLE CAME IN TODAY 2/17 - FRONT BRAKE SMOKINGTECH STATES:BRAKE FLUID CONTAMINTATED - NEED TO REPLACE EVERYTHING RUBBER IN BRAKING SYSTEMFRONT CALIPERS, HOSESBRAKE MASTER CYLINDERREDO PADS AND ROTORSREC: REAR WHEEL CYLINDERS - BRAKE HOSES - REAR BRAKES .ABS LIGHT IS ON - VEHICLE STALLED ONCE IN PARKING LOTCUSTOMER DECLINED ALL WORK AT THIS TIME.INFORMED CUSTOMER VEHICLE IS NOT SAFE TO DRIVE.RECOMMEND TOWING VEHICLE IF WE ARE NOT FIXING ..As stated in the notes from service, the vehicle had issues additional outside of the braking system.  The customer was advised on repairs, declined, customer only repaired what was already broken but did not want to solve the issue on what caused the system to break.  We would be willing to offer the customer shop credit of $200.00 if the customers wants to get the vehicle repaired properly or use for additional services in the future.  We want to help them make the vehicle safe, but at the end of the day it is the customers decision to repair the vehicle, we can do nothing more then advise them on safety and proper procedures.

The store Manager, Kristen spoke to Ms. [redacted] yesterday and informed her about the notations that have to be made on the courtesy check. I also apologized about the SNAP/EasyPay situation. I spoke to [redacted] about those programs and what they do and do not do and that everything on the courtesy...

check should at least be mentioned. I asked Ms. [redacted] to bring the car down yesterday so I can check the severity of her shocks and she agreed in the afternoon but she never came.

Customer was contacted and asked to come back into the repair facility.  She returned to the repair facility on 4/8/2017 at 11:39am.  Customer was given a full refund on the date and time in the amount of $354.95.  Customer is satisfied with the refund and apologized for the...

communication issue when it pertains to the repair of her vehicle. Invoice number to support this complaint is #[redacted].