Pro Vo Vo

This letter is in reference to complaint #***I have attached the note *** *** wrote when he dropped his car off without an appointment to have the oxygen sensor replacedAs you can clearly read no specified amount of discount was given to him previously and as a jester of goodwill I gave him a discount of $for as he puts its to cover ***‘s “butt”That is a 16.5% discount on the repair done, generally I only give a 10% discount and that is rare as we feel our prices are discounted enough compared to the dealer pricingSo at this point any discussion about a discount is over, he received one
As to the oil leak being spotted, as *** *** put it, “when the engine was apart for the timing chain”, first his vehicle does not have a timing chain it has a belt and the engine does not come apart to replace itThe repairs needed( which are noted on his invoice as being pcv and turbo drain tube seals) do not overlap so if we had noticed them or were instructed to do a complete check out on the vehicle (which we suggest doing before you purchase a used vehicle)and it was leaking at that time the price would still have be the same($ for pvc clean and $for turbo drain tube seals)One repair has nothing to do with the otherAgain at this time we feel his needs would be better suited by either the dealer or another repair shop with the age and type of engine he has fixing one oil leak will not guarantee that another one wont appear after and we will not be taking blame for everything that happens on this vehicle
As for the check engine light being on again, *** *** is welcome to come by and we will put it on the machine to see if it is the same oxygen sensor, front bank #since there are 4, which would carry a
warrantyAny other repairs that come up would not be covered and should be addressed another facility that *** *** will have more confidence in
Thank you for your time

Complaint: ***
I am rejecting this response because:I was told by *** to bring in the vehicle when it was convenient for me and the work would be taken care ofI am not a mechanic so I dont know whether it is a timing chain or timing beltI was told that I do not need an appointmentIt is my fault for not getting everything in writingI have since taken my vehicle elsewhereAs for the 10% thats a jokeThe place I brought my car to didnt charge me for the checkout charge since I had the work done thereI brought my car to Pro Volvo based on a referral and their reputationIf I knew that they would not stand behind the word of one of their employees I would have gotten everything in writingI learned a costly lesson and I hope ***'s selective amnesia gets better
Regards,
*** ***

Complaint: ***
I am rejecting this response because: *** has selective memory loss and is just covering his buttWhen the engine was apart for the timing chain why couldnt the oil leak have been fixed then? At least a phone call giving me the opportunityI realize that your shop did not cause the oil leak, but being a Volvo repair shop, I do feel you know what to look forYou came highly recommended and I am very disappointedI feel compensation should be made for being misled by *** and you should stand behind what he saidThe check engine light recently came on againAll I want is the car in running condition and safe for my wife to drive
Regards,
*** ***

This letter is in response to complaint #[redacted] I have...

attached all receipts and diagnostic print outs with this letter for reference to each repair that was done on this vehicle. This vehicle was first presented to us on the weekend on 1/25/14 to be worked on 1/28/14. The customer requested to replace the timing belt and water pump and to also check his engine light. It is our practice to charge a standard fee of $76.00 for each time a vehicle is hook up to the Volvo Factory VIDA diagnostic equipment (not a generic scan tool for all makes and models) as it is very expensive to purchase each year. We recorded the codes and cleared the system and advised the customer that he may need a throttle module if the light returns with the same codes but at this time we cannot verify that he needs this repair.
On 2/11/14 the vehicle returned with the check engine light on, we ran the diagnostic and found the original codes were not there but a code for the oxygen sensor. We advised the customer of the price to replace the sensor and that it would need to be ordered as we do not stock such an expensive part.
On 2/18/14 the customer returned to have the oxygen sensor installed, it is our practice to recheck the codes to make sure this is needed still. When the codes were run the oxygen sensor code was not present but we noticed the code for the charging system was not clearing from each previous reset and needed to addressed before the vehicle had a complete failure of the charging system. We ran the testing(which l have also attached) and found the alternator not charging correctly. We informed the customer of our findings, gave him an estimate and proceeded with the repair. We did not charge the mandatory $76.00 at this time and we did not replace the oxygen sensor since the code was not present. At that time the customer also requested we check an oil leak, upon further inspection we found the oil filter loose and leaking covering from the front of the engine to rear with oil which would make it difficult to see any other leakage, we did an oil change and cleaned the area. Our standard oil change charge is $29.95 and we did not charge them for any checking or cleaning of the area.
On 2/20/14 the customer returned with the check engine light on and now again the oxygen sensor code was present, no repair order or diagnostic charge was made at this time as we did not have the correct sensor (whether our parts distributor sent the wrong one or we sent the correct one back we did not have it) a sensor was ordered at the time.
On 3/8/14 the customer returned on short notice due to the fact that he was going to be traveling and A asked that the sensor be replaced and an oil leak to be checked. We rechecked the codes to make
sure the oxygen sensor code was still present and proceeded to installed the senor and found the turbo
drain seals leaking on the vehicle and noted it on the repair order, it is a lengthy job and could not be I done that day. The customers arrived to pick-up the vehicle and proceeded to to tell the check out
person that they were told they wouldn‘t be paying that amount as per [redacted]. [redacted] was called in and did not recall saying he would give a discount and [redacted] was not in that day. I came out from working on a vehicle and offered the $76.00 credit as a jester of goodwill but did not feel any discount was in order as we had no wrong doing in any repair to this vehicle we felt we were fair and honest about all the the repairs and charges done. At this time we do not feel we should be doing any repair for free to this vehicle, we didn't cause his oil leak or overcharge them in anyway.  This lengthy job to repair and there is no guarantee that after fixing that after fixing that on a 13 year old car that other oil leaks will not develop so at this time we feel maybe a Volvo Dealer would be better suited for addressing their issues.

Review: I originally brought my car in for a timing belt and water pump. Work was fine. A little later my check engine light came on. Told it was an 02 sensor. Had to be ordered. Brought car to have sensor installed and told it was wrong sensor. Sent back to get the right sensor. New sensor came in and I brought car back to have installed. I was then told it wasnt sensor I needed an alternator. Had that installed. Also asked to have oil changed and check for leak. Told filter was clogged and no leak. Check engine light came on again. Told it was 02 sensor. I guess it didnt fix itself. I was shown a bill for about 430 for sensor. I was told by [redacted] after he covered the price and he told me, dont even look at that price. I will take care of you. I brought the car in to have sensor installed and I asked to check for a leak. The only discount on the bill I received was no checkout charge. Then I was told there was an oil leak and it was going to be 500 dollars. I was told by [redacted] that the 76 discount was the best he could do. He also developed amnesia an said he didnt even remember the discount discussion. He said the owner wasnt in and if I wasnt satisfied he could take the sensor out. The discussion got louder and all of a sudden the owner appeared. There was a gentleman named [redacted] who was also there when [redacted] offered the discount. I feel I was misled and also that the oil leak was there since the first repair. I was told the labor was going to be 7 hours to fix the oil leak. I dont understand why I wasnt explained about the oil leak and the 02 sensor. At this point I feel that I was misled and misinformed and I would like to have the oil leak fixed for free as I asked about it and told it was fixed. It was the 02 sensor then it wasnt the 02 sensor and then it was the 02 sensor. I paid all repairs in good faith.Desired Settlement: I would like to have the oil leak fixed at no charge.

Business

Response:

This letter is in response to complaint #[redacted] I have attached all receipts and diagnostic print outs with this letter for reference to each repair that was done on this vehicle. This vehicle was first presented to us on the weekend on 1/25/14 to be worked on 1/28/14. The customer requested to replace the timing belt and water pump and to also check his engine light. It is our practice to charge a standard fee of $76.00 for each time a vehicle is hook up to the Volvo Factory VIDA diagnostic equipment (not a generic scan tool for all makes and models) as it is very expensive to purchase each year. We recorded the codes and cleared the system and advised the customer that he may need a throttle module if the light returns with the same codes but at this time we cannot verify that he needs this repair.

On 2/11/14 the vehicle returned with the check engine light on, we ran the diagnostic and found the original codes were not there but a code for the oxygen sensor. We advised the customer of the price to replace the sensor and that it would need to be ordered as we do not stock such an expensive part.

On 2/18/14 the customer returned to have the oxygen sensor installed, it is our practice to recheck the codes to make sure this is needed still. When the codes were run the oxygen sensor code was not present but we noticed the code for the charging system was not clearing from each previous reset and needed to addressed before the vehicle had a complete failure of the charging system. We ran the testing(which l have also attached) and found the alternator not charging correctly. We informed the customer of our findings, gave him an estimate and proceeded with the repair. We did not charge the mandatory $76.00 at this time and we did not replace the oxygen sensor since the code was not present. At that time the customer also requested we check an oil leak, upon further inspection we found the oil filter loose and leaking covering from the front of the engine to rear with oil which would make it difficult to see any other leakage, we did an oil change and cleaned the area. Our standard oil change charge is $29.95 and we did not charge them for any checking or cleaning of the area.

On 2/20/14 the customer returned with the check engine light on and now again the oxygen sensor code was present, no repair order or diagnostic charge was made at this time as we did not have the correct sensor (whether our parts distributor sent the wrong one or we sent the correct one back we did not have it) a sensor was ordered at the time.

On 3/8/14 the customer returned on short notice due to the fact that he was going to be traveling and A asked that the sensor be replaced and an oil leak to be checked. We rechecked the codes to make

sure the oxygen sensor code was still present and proceeded to installed the senor and found the turbo

drain seals leaking on the vehicle and noted it on the repair order, it is a lengthy job and could not be I done that day. The customers arrived to pick-up the vehicle and proceeded to to tell the check out

person that they were told they wouldn‘t be paying that amount as per [redacted]. [redacted] was called in and did not recall saying he would give a discount and [redacted] was not in that day. I came out from working on a vehicle and offered the $76.00 credit as a jester of goodwill but did not feel any discount was in order as we had no wrong doing in any repair to this vehicle we felt we were fair and honest about all the the repairs and charges done. At this time we do not feel we should be doing any repair for free to this vehicle, we didn't cause his oil leak or overcharge them in anyway. This lengthy job to repair and there is no guarantee that after fixing that after fixing that on a 13 year old car that other oil leaks will not develop so at this time we feel maybe a Volvo Dealer would be better suited for addressing their issues.