Revdex.com: I have reviewed the response 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] It a shame when company will not ndo nothing until they feel there busniess reputation might be endanger im not cause no trouble I just want them to accept there mistake they know my engine should have been rebuilt for that but now they want to work with after told me no and now having a another put in if want to do something refund me my money for the job they did it a shame when the Revdex.com get involed now they want to work with me it so sad
From:
12.727272033691406px; background-">*** *** ***>Date: Sat, Feb 1, at 3:PMSubject: Revdex.com Complaint SubmissionTo: "*** ***>Disregard the complaint entered by me, *** *** Prince Chevrolet's owner got word of the incident and the matter has been solved.Thank you,*** ***
Mr***,
I have reviewed the repair order for the vin number you submitted and on 8/7/we replaced the cam shaft and lifters but did not "rebuild" the total engine. Those parts would have the GM warranty of months/12,miles. Your vehicle had 127,407 miles. The next time you brought the vehicle back in was 3/5/complaining that the oil pressure was low. The technician checked the oil pressure and pulled the oil pan and discovered metal and discoloration. The vehicle had approximately 156,miles and we recommended the customer to replace the engine with a certa GM engine. The vehicle had been driven over 29,miles since the replacement and a year and months had passed so the warranty was over.
We would be more than happy to provide you a price for a certa GM engine and even offer you a discounted price. If interested, please call our Service Manager, *** *** at ###-###-####
Thanks,
*** ** ***
Prince of Albany
On 6/09/Mr*** brought in his GMC Yukon for repairof several items. The mileage at this visit was per the odometer on the vehicleWe diagnosed several issues and contacted his extended service contract companyThey denied coverage on the repairsMr ***
authorized repair of the front differential and we replaced the carrier bearings and the pinion bearings which were visibly damagedThe vehicle was reassembled and test driven and the previous noise was goneThe total cost for the bearing replacement was $On 9/4/Mr*** brought his vehicle in for a noise in the front differentialThe milage according to the odometer was or miles since the first repairThe differential was dissassembled and the bearings which had been replaced were not damagedThe noise was determined to be from wear on the ring gear and pinion and two estimates were assembled for repairone was for ring gear replacement and the other was for a reman unitAgain Mr ***'s warranty company was contacted and they again denied coverageThe Service Manager, *** *** had a conversation with Mr*** on 9/30/about the repairs and informed him that the cheapest way to go would be the unit replacement at an estimated cost of $He was informed by Mr*** that the claim had been denied by his warranty companyMr *** went over the cost to repair the vehicle several times during the course of the conversation and Mr *** told Mr*** that "Well it has to be fixedGo ahead with the repair"This was on 9/30/at 11:am and the parts were duly ordered and the repair completedWhen Mr *** came to pick up his vehicle he stated that he did not feel like he should pay for the repair that he had authorizedAs a good will gesture *** *** the General Manager agreed to discount the repair the price of the bearings we had previously installed which was a total of $Mr *** was also provided a rental car from Prince Of Albany at no cost to him for daysPrince of Albany charges $per day rental fess so Mr*** received $in free rental while his vehicle was in for repairPrince has reduced the repair bill to a total of $plus provided the rental a no charge to Mr*** and we feel like we have been more than fair in this transaction with Mr***The offer still stands as stated
Mr***,
I want to thank you for alerting us of your concern with your Chevrolet Traverse purchased from Prince of Albany, Incon 5/23/14. At the time of purchase this vehicle had 78,milesGeneral Motors did issue a Product Safety Recall (See Attached) on
2009-Chevrolet Traverse models effective 5/19/14. All franchised dealers are required to abide by this notice and not deliver any affected models. The notice stated that parts could not even be ordered, but would be pre-shipped to dealers that had these vehicles in stock beginning 6/2/14. Subsequently, the parts were on national back-order. We did complete this warranty repair recall on your vehicle on 6/14/14. Because of this delay, we gave you a complimentary vehicle to drive while you were waiting on the Traverse to be repaired. In addition, we made your first payment on the vehicle in the amount of $395.04.Next you state you had to bring the vehicle back on 2/23/because it seemed to be running hot. At this time the vehicle had 89,miles on it, almost 11,more miles from the date of purchase. We replaced the water pump and coolant and replaced the power steering pump assembly. Most of these parts were covered under warranty at no charge to you. You paid $for parts and labor not covered under warranty so I don't know where you paid the $you stated you paid. (See attached repair order # ***) You brought the vehicle in on a Saturday, 2/21/to be diagnosed. The parts could not have been ordered until Monday. That would explain why your vehicle was not returned until 2/27/Your final concern was the repair order on 3/2/when your vehicle was in for an oil change and tire rotation. We notified you that the tires were worn and needed to be replaced. We gave you a quote to do this and you have not agreed at this time. We would be willing to work with you and discount the tires as much as we can and mount and balance them at no charge. If you would like to do this, please contact *** ***, the General Manager, and he will work this out for youWe feel like we have done as much as we can to assist you. We have given you a vehicle to drive, made your first payment, offered you a discount on tires, and a complimentary mount and balance. At this point, you are only out of pocket the price of an oil change and $for repairs not covered under warranty on a vehicle that is years old with almost 90,milesWe thank you for choosing Prince of Albany for your automotive needs. We strive to do what is right and to offer great customer satisfaction. We thank you for your business and hope that we will have the opportunity to continue to earn your businessThanks,
*** ** ***
Prince of Albany, INc
[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The part I am focused on is the work done. It was kind of Prince Chevrolet to give me a loaner vehicle. I will revisit the loaner once we cover the issue at handIn the statement from Prince Chevrolet and conversations had at the dealership with the service manager and mechanic, my front differential was disassembled by Prince techniciansI asked was internal parts inspectedI was told yes. I asked the service manager upon payment what was covered under warrantyI was told parts and labor 10,mi or monthsMy vehicle took 149,mi to start making a noise bad enough to require maintenance after being manufacturedAfter repair by Prince Chevrolet I brought it back (long after I called to complain but they couldn't accommodate me) for the same noiseI also had my engine oil changed by Prince. Before my change engine oil light came back on I had to returnLet me not forget to mention that in order for them to replace the bearings they would have to disassemble and inspect the same gears they deemed unserviceable the second time aroundI have no problem paying for services rendered obviously in the statement made by Prince I paid for repairs the first timeMy problem is paying for the same component to get repaired twiceUltimately none of this would be necessary if the component that Prince Chevrolet rendered faulty upon inspection would have worked for months or 10,miles after they disassembled inspected and reassembled my front differentialUnfortunately I had to bring it back long before the time they were available to take me back inOnce I did I asked for a loaner only because I was told the first time the Job only takes a few days and it took weeksEven with an appointment the second go around it took weeks before they called me to tell me they had to replace the component in questionAgain I asked how long, I was told the next day it would be finishedA week later I was called and informed it was doneAlthough I appreciate the loaner repairing the right issue the first time would have been better for both partiesI didn't come to Prince Chevrolet looking for them to be more then accommodatingI came with an expectation to get it rightMy vehicle was looked at before bringing it to Prince by ***'s Transmission in *** Ga,I was told that I had two options Rebuild front differential or Replace it with a used oneWhen I called my warranty company to ask who could I have to do warranty work, they recommended for me to take it to a dealer
Regards,
Luke Ratcliff
Revdex.com:
I have reviewed the response 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.This business contacted me ONCE while I was at work. I asked the person to please call after 5. He said he would, but I never received another phone call. It is hard to accept calls at work, which is why I have asked to be called in the evening. Most days I am available between 1pm-2pm, if they need to contact me during the business day.
I am not against resolving the issue, but I feel Prince should have called back after 5 like they said they would. If they will CONTACT ME, I would be glad to resolve the issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
It a shame when company will not ndo nothing until they feel there busniess reputation might be endanger im not cause no trouble I just want them to accept there mistake they know my engine should have been rebuilt for that but now they want to work with after told me no and now having a another put in if want to do something refund me my money for the job they did it a shame when the Revdex.com get involed now they want to work with me it so sad
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10204304, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Because they want me to release a copy of the bill from Hamby Chevrolet, I don't know how they plan on resolving this by seeing the bill. They were suppose to fix my truck clearly their were wires hanging down and it was not fix are running as a matter of fact it was in worse shape. I took pictures as I stated before no one asked to see those. If I am going to be reimburse I will be glad to send a bill from Hamby. I was treated very rude when I came to pick my truck up. The matter will be resolved once I am reimburse. ...⇄ Regards
[redacted]
[redacted],
I would like to personally thank you for your business and let you know that we are appreciative of it.
I am sorry for the miscommunication about the keys and remotes. You should have been given a second set of keys for the Honda Odyssey and remotes...
that are programmed correctly for the Cadillac. I have spoken with [redacted], the General Manager, and we will make sure we get you these items. Either he or our General Sales Manager, Kenny Apaka, will be contacting you. The daytime number you provided is not a working number so we will attempt to reach you on the evening number you left. You may also call us directly at [redacted] and ask for Mr. [redacted] and he will make arrangements with you to get these concerns handled in a professional and timely manner.Again, thank you for the purchase and we look forward to serving your automotive needs in the future.
Sincerely,
Mr. S[redacted],
If you will provide me a copy of the repair order on the work that Hamby Chevrolet did I will review it to see if there is anything further we can do.
Again, I don't think we owe you a refund for the part because the part is on your vehicle.
Thanks,
[redacted]
Prince of Albany
I know that Mr. [redacted] the general manager tried to reach you twice. He did call you at work but then he tried again around 7:00 p.m. one night and there was no answer. I have just spoken with him and he will be calling you today sometime after 5:00 p.m. Please listen out for his call. He has come up with a resolution for your concerns.
Thanks for your patience,
[redacted]
Prince of Albany
We have spoken to the customer and they have an appointment to replace the belt at no charge on 11/7/2014. We also offered to refund the oil leak portion of the repair bill. Customer stated that they were fine with this resolution.
I would like to respond to Revdex.com Case # [redacted].
The Prince Automotive Group companies take customer satisfaction very seriously. It is our main goal to provide an excellent sales and service experience. We have been in business for 48 years so feel like we have...
been successful because of our repeat customers.
I would like to further investigate Mr. [redacted]'s claim but need more information. He doesn't address which Prince Automotive location he visited. We have four locations in South Georgia. Nor does he state what vehicle he is referring to. I made the assumption based on his home address, that he had more than likely visited our Prince of Albany location. I researched his name in our database and found two vehicles under his name - a 2003 Chevrolet Malilbu and a 2010 Chevrolet Impala. I then pulled the service history on both of these vehicles and neither one has had an engine rebuilt at our service department.
I spoke with our Service Manager, Dennis Vann, at Prince of Albany and he researched the case and found a 2005 Chevy Silverado under the name of [redacted]. I don't know if there is any relationship with this person to Mr. [redacted] but if this is the vehicle Mr. [redacted] is referring to, it also has not had an engine rebuilt but did have a camshaft and lifters replaced on 8/7/2012.
I would like to assist Mr. [redacted] further but just need more information from him to research the complaint. I would need the make, model, and vin number of the vehicle and any copies of repair orders or repair order numbers he got from our shop that pertains to the vehicle in question. Also which dealership he visited would be beneficial.
Sincerely,
[redacted]
Prince Automotive
September 5, 2014
Mr. [redacted],
I am in receipt of your complaint dated 9/2/ 2014 with the Revdex.com concerning your vehicle that was brought into our service department.
After talking to our service manager, [redacted], and after reviewing the repair order...
(attached), I am uncertain why you are asking to have the amount you paid refunded.
You specifically asked us to replace the computer module per the diagnosis at Aatco Transmission. This is noted on the repair order and the pre-work order which you signed. We did not diagnose this you requested this be done.
As a goodwill gesture, we have already removed all labor charges. The $373.30 you paid is for the price of the part only. Again, we have already removed the labor charges.
You also still have the part and why should we not be paid for the part?
I'm sorry if replacing the computer module did not fix the problem with your vehicle, but again we were not the ones to diagnose it. We just did what you asked us to do.
I hope that you understand our point of view.
Best Regards,
[redacted]
Prince of Albany
While we realize that Mr. [redacted] believes that the repair is the same on his vehicle the fact remains that we cannot warranty a part that we have never charged the customer to replace. The bearings on the original repair were visibly damaged and required replacement to correct the concern. 4000 miles later the ring gear and pinion are noisey. We are certainly sympathetic to Mr [redacted]'s situation and we are willing as a final goodwill gesture to waive the labor charges on the current repair as well as issuing a credit for the bearings on the first repair. This would bring the total for repair to $1388.96. Again this was on a repair that Mr. [redacted] authorized us to do for almost $1900.00. Our company has already absorbed over $900.00 in rental charges to provide Mr. [redacted] with transportation which we were under no obligation to do. We feel that we have more than met Mr. [redacted] half way on this matter. This final offer will be good until 11/14/2014 at which time it will be rescinded and the full amount will apply. After this date we will have no choice but to start abandoned vehicle proceedings.
Revdex.com: I have reviewed the response 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] It a shame when company will not ndo nothing until they feel there busniess reputation might be endanger im not cause no trouble I just want them to accept there mistake they know my engine should have been rebuilt for that but now they want to work with after told me no and now having a another put in if want to do something refund me my money for the job they did it a shame when the Revdex.com get involed now they want to work with me it so sad
From:
12.727272033691406px; background-">*** *** ***>Date: Sat, Feb 1, at 3:PMSubject: Revdex.com Complaint SubmissionTo: "*** ***>Disregard the complaint entered by me, *** *** Prince Chevrolet's owner got word of the incident and the matter has been solved.Thank you,*** ***
Mr***,
I have reviewed the repair order for the vin number you submitted and on 8/7/we replaced the cam shaft and lifters but did not "rebuild" the total engine. Those parts would have the GM warranty of months/12,miles. Your vehicle had 127,407 miles. The next time you brought the vehicle back in was 3/5/complaining that the oil pressure was low. The technician checked the oil pressure and pulled the oil pan and discovered metal and discoloration. The vehicle had approximately 156,miles and we recommended the customer to replace the engine with a certa GM engine. The vehicle had been driven over 29,miles since the replacement and a year and months had passed so the warranty was over.
We would be more than happy to provide you a price for a certa GM engine and even offer you a discounted price. If interested, please call our Service Manager, *** *** at ###-###-####
Thanks,
*** ** ***
Prince of Albany
On 6/09/Mr*** brought in his GMC Yukon for repairof several items. The mileage at this visit was per the odometer on the vehicleWe diagnosed several issues and contacted his extended service contract companyThey denied coverage on the repairsMr ***
authorized repair of the front differential and we replaced the carrier bearings and the pinion bearings which were visibly damagedThe vehicle was reassembled and test driven and the previous noise was goneThe total cost for the bearing replacement was $On 9/4/Mr*** brought his vehicle in for a noise in the front differentialThe milage according to the odometer was or miles since the first repairThe differential was dissassembled and the bearings which had been replaced were not damagedThe noise was determined to be from wear on the ring gear and pinion and two estimates were assembled for repairone was for ring gear replacement and the other was for a reman unitAgain Mr ***'s warranty company was contacted and they again denied coverageThe Service Manager, *** *** had a conversation with Mr*** on 9/30/about the repairs and informed him that the cheapest way to go would be the unit replacement at an estimated cost of $He was informed by Mr*** that the claim had been denied by his warranty companyMr *** went over the cost to repair the vehicle several times during the course of the conversation and Mr *** told Mr*** that "Well it has to be fixedGo ahead with the repair"This was on 9/30/at 11:am and the parts were duly ordered and the repair completedWhen Mr *** came to pick up his vehicle he stated that he did not feel like he should pay for the repair that he had authorizedAs a good will gesture *** *** the General Manager agreed to discount the repair the price of the bearings we had previously installed which was a total of $Mr *** was also provided a rental car from Prince Of Albany at no cost to him for daysPrince of Albany charges $per day rental fess so Mr*** received $in free rental while his vehicle was in for repairPrince has reduced the repair bill to a total of $plus provided the rental a no charge to Mr*** and we feel like we have been more than fair in this transaction with Mr***The offer still stands as stated
Mr***,
I want to thank you for alerting us of your concern with your Chevrolet Traverse purchased from Prince of Albany, Incon 5/23/14. At the time of purchase this vehicle had 78,milesGeneral Motors did issue a Product Safety Recall (See Attached) on
2009-Chevrolet Traverse models effective 5/19/14. All franchised dealers are required to abide by this notice and not deliver any affected models. The notice stated that parts could not even be ordered, but would be pre-shipped to dealers that had these vehicles in stock beginning 6/2/14. Subsequently, the parts were on national back-order. We did complete this warranty repair recall on your vehicle on 6/14/14. Because of this delay, we gave you a complimentary vehicle to drive while you were waiting on the Traverse to be repaired. In addition, we made your first payment on the vehicle in the amount of $395.04.Next you state you had to bring the vehicle back on 2/23/because it seemed to be running hot. At this time the vehicle had 89,miles on it, almost 11,more miles from the date of purchase. We replaced the water pump and coolant and replaced the power steering pump assembly. Most of these parts were covered under warranty at no charge to you. You paid $for parts and labor not covered under warranty so I don't know where you paid the $you stated you paid. (See attached repair order # ***) You brought the vehicle in on a Saturday, 2/21/to be diagnosed. The parts could not have been ordered until Monday. That would explain why your vehicle was not returned until 2/27/Your final concern was the repair order on 3/2/when your vehicle was in for an oil change and tire rotation. We notified you that the tires were worn and needed to be replaced. We gave you a quote to do this and you have not agreed at this time. We would be willing to work with you and discount the tires as much as we can and mount and balance them at no charge. If you would like to do this, please contact *** ***, the General Manager, and he will work this out for youWe feel like we have done as much as we can to assist you. We have given you a vehicle to drive, made your first payment, offered you a discount on tires, and a complimentary mount and balance. At this point, you are only out of pocket the price of an oil change and $for repairs not covered under warranty on a vehicle that is years old with almost 90,milesWe thank you for choosing Prince of Albany for your automotive needs. We strive to do what is right and to offer great customer satisfaction. We thank you for your business and hope that we will have the opportunity to continue to earn your businessThanks,
*** ** ***
Prince of Albany, INc
[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The part I am focused on is the work done. It was kind of Prince Chevrolet to give me a loaner vehicle. I will revisit the loaner once we cover the issue at handIn the statement from Prince Chevrolet and conversations had at the dealership with the service manager and mechanic, my front differential was disassembled by Prince techniciansI asked was internal parts inspectedI was told yes. I asked the service manager upon payment what was covered under warrantyI was told parts and labor 10,mi or monthsMy vehicle took 149,mi to start making a noise bad enough to require maintenance after being manufacturedAfter repair by Prince Chevrolet I brought it back (long after I called to complain but they couldn't accommodate me) for the same noiseI also had my engine oil changed by Prince. Before my change engine oil light came back on I had to returnLet me not forget to mention that in order for them to replace the bearings they would have to disassemble and inspect the same gears they deemed unserviceable the second time aroundI have no problem paying for services rendered obviously in the statement made by Prince I paid for repairs the first timeMy problem is paying for the same component to get repaired twiceUltimately none of this would be necessary if the component that Prince Chevrolet rendered faulty upon inspection would have worked for months or 10,miles after they disassembled inspected and reassembled my front differentialUnfortunately I had to bring it back long before the time they were available to take me back inOnce I did I asked for a loaner only because I was told the first time the Job only takes a few days and it took weeksEven with an appointment the second go around it took weeks before they called me to tell me they had to replace the component in questionAgain I asked how long, I was told the next day it would be finishedA week later I was called and informed it was doneAlthough I appreciate the loaner repairing the right issue the first time would have been better for both partiesI didn't come to Prince Chevrolet looking for them to be more then accommodatingI came with an expectation to get it rightMy vehicle was looked at before bringing it to Prince by ***'s Transmission in *** Ga,I was told that I had two options Rebuild front differential or Replace it with a used oneWhen I called my warranty company to ask who could I have to do warranty work, they recommended for me to take it to a dealer
Regards,
Luke Ratcliff
Revdex.com:
I have reviewed the response 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.This business contacted me ONCE while I was at work. I asked the person to please call after 5. He said he would, but I never received another phone call. It is hard to accept calls at work, which is why I have asked to be called in the evening. Most days I am available between 1pm-2pm, if they need to contact me during the business day.
I am not against resolving the issue, but I feel Prince should have called back after 5 like they said they would. If they will CONTACT ME, I would be glad to resolve the issue.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
It a shame when company will not ndo nothing until they feel there busniess reputation might be endanger im not cause no trouble I just want them to accept there mistake they know my engine should have been rebuilt for that but now they want to work with after told me no and now having a another put in if want to do something refund me my money for the job they did it a shame when the Revdex.com get involed now they want to work with me it so sad
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10204304, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Because they want me to release a copy of the bill from Hamby Chevrolet, I don't know how they plan on resolving this by seeing the bill. They were suppose to fix my truck clearly their were wires hanging down and it was not fix are running as a matter of fact it was in worse shape. I took pictures as I stated before no one asked to see those. If I am going to be reimburse I will be glad to send a bill from Hamby. I was treated very rude when I came to pick my truck up. The matter will be resolved once I am reimburse.
...⇄ Regards
[redacted]
[redacted],
I would like to personally thank you for your business and let you know that we are appreciative of it.
I am sorry for the miscommunication about the keys and remotes. You should have been given a second set of keys for the Honda Odyssey and remotes...
that are programmed correctly for the Cadillac. I have spoken with [redacted], the General Manager, and we will make sure we get you these items. Either he or our General Sales Manager, Kenny Apaka, will be contacting you. The daytime number you provided is not a working number so we will attempt to reach you on the evening number you left. You may also call us directly at [redacted] and ask for Mr. [redacted] and he will make arrangements with you to get these concerns handled in a professional and timely manner.Again, thank you for the purchase and we look forward to serving your automotive needs in the future.
Sincerely,
[redacted]
Prince of Albany
Mr. S[redacted],
If you will provide me a copy of the repair order on the work that Hamby Chevrolet did I will review it to see if there is anything further we can do.
Again, I don't think we owe you a refund for the part because the part is on your vehicle.
Thanks,
[redacted]
Prince of Albany
I know that Mr. [redacted] the general manager tried to reach you twice. He did call you at work but then he tried again around 7:00 p.m. one night and there was no answer. I have just spoken with him and he will be calling you today sometime after 5:00 p.m. Please listen out for his call. He has come up with a resolution for your concerns.
Thanks for your patience,
[redacted]
Prince of Albany
We have spoken to the customer and they have an appointment to replace the belt at no charge on 11/7/2014. We also offered to refund the oil leak portion of the repair bill. Customer stated that they were fine with this resolution.
I would like to respond to Revdex.com Case # [redacted].
The Prince Automotive Group companies take customer satisfaction very seriously. It is our main goal to provide an excellent sales and service experience. We have been in business for 48 years so feel like we have...
been successful because of our repeat customers.
I would like to further investigate Mr. [redacted]'s claim but need more information. He doesn't address which Prince Automotive location he visited. We have four locations in South Georgia. Nor does he state what vehicle he is referring to. I made the assumption based on his home address, that he had more than likely visited our Prince of Albany location. I researched his name in our database and found two vehicles under his name - a 2003 Chevrolet Malilbu and a 2010 Chevrolet Impala. I then pulled the service history on both of these vehicles and neither one has had an engine rebuilt at our service department.
I spoke with our Service Manager, Dennis Vann, at Prince of Albany and he researched the case and found a 2005 Chevy Silverado under the name of [redacted]. I don't know if there is any relationship with this person to Mr. [redacted] but if this is the vehicle Mr. [redacted] is referring to, it also has not had an engine rebuilt but did have a camshaft and lifters replaced on 8/7/2012.
I would like to assist Mr. [redacted] further but just need more information from him to research the complaint. I would need the make, model, and vin number of the vehicle and any copies of repair orders or repair order numbers he got from our shop that pertains to the vehicle in question. Also which dealership he visited would be beneficial.
Sincerely,
[redacted]
Prince Automotive
September 5, 2014
Mr. [redacted],
I am in receipt of your complaint dated 9/2/ 2014 with the Revdex.com concerning your vehicle that was brought into our service department.
After talking to our service manager, [redacted], and after reviewing the repair order...
(attached), I am uncertain why you are asking to have the amount you paid refunded.
You specifically asked us to replace the computer module per the diagnosis at Aatco Transmission. This is noted on the repair order and the pre-work order which you signed. We did not diagnose this you requested this be done.
As a goodwill gesture, we have already removed all labor charges. The $373.30 you paid is for the price of the part only. Again, we have already removed the labor charges.
You also still have the part and why should we not be paid for the part?
I'm sorry if replacing the computer module did not fix the problem with your vehicle, but again we were not the ones to diagnose it. We just did what you asked us to do.
I hope that you understand our point of view.
Best Regards,
[redacted]
Prince of Albany
While we realize that Mr. [redacted] believes that the repair is the same on his vehicle the fact remains that we cannot warranty a part that we have never charged the customer to replace. The bearings on the original repair were visibly damaged and required replacement to correct the concern. 4000 miles later the ring gear and pinion are noisey. We are certainly sympathetic to Mr [redacted]'s situation and we are willing as a final goodwill gesture to waive the labor charges on the current repair as well as issuing a credit for the bearings on the first repair. This would bring the total for repair to $1388.96. Again this was on a repair that Mr. [redacted] authorized us to do for almost $1900.00. Our company has already absorbed over $900.00 in rental charges to provide Mr. [redacted] with transportation which we were under no obligation to do. We feel that we have more than met Mr. [redacted] half way on this matter. This final offer will be good until 11/14/2014 at which time it will be rescinded and the full amount will apply. After this date we will have no choice but to start abandoned vehicle proceedings.