Purrfect Auto Repair

Initial Business Response /* (1000, 16, 2016/06/27) */
This letter is in response regarding [redacted] Revdex.com CASE# XXXXXXXX owner of a
2001 Jaguar S-Type. The vehicle was first brought in for inspection on March 11,
2016 with the customer complaining of the vehicle pulling heavily to the right...

&
wanted a front end inspection. Upon initial inspection, our service technicians
were able to determine that the vehicle's passenger side steering knuckle had
broken at the point where the lower control arm & steering knuckle connect. The
customer was given an initial estimate of $755.00 + tax for replacement of the
steering knuckle with a new unit, as to which the customer declined at the time
& requested for a used part replacement. After replacement of the steering
knuckle with the used replacement part the vehicle was road tested ( not too far
of a distance due to the condition of tires - NO TREAD) & vehicle was released
back to the customer upon understanding the repairs performed & that customer
was in need of 4 replacement tires with the passenger side front right being the
most crucial of the tires. Unfortunately we are not a tire shop & could not
assist Mrs. [redacted] with a replacement tire. Before Mrs. [redacted] departed she was
given directions to Pacific Tires on Arrow Blvd which is located approx. less
than 1 mile from the shop. [redacted], the shop manager had informed her that her car
was not safe to drive to Moreno Valley with the tire being the way that it was.
Mrs. [redacted] at the time acknowledged the fact & verbally agreed & stated that she
was to leave our facility & go replace her tire prior to getting on the highway
to go home. About 2-3 weeks later, [redacted] was contacted VIA Text by Mrs. [redacted]
showing pictures of her vehicle sitting on the side of the street with the wheel
which at the time looking at the pictures looked to have popped off. In
accordance with our services, our location, as a courtesy to our customer agreed
to help the customer (no tow is covered by our facility for any reason, even
warranty repairs, that is the responsibility of the vehicle's owner) have the
vehicle towed back to our facility for the warranty repairs then the customer
can repay Purrfect Auto Service Fontana for the tow upon completion of any
warranty repairs that may have been/or done by our facility. At the time of
arrival of the vehicle, our service technicians inspected the vehicle as it was
on the Flatbed Tow Truck & clearly saw that the damage was caused by a
Faulty/Unsafe Tire (that Mrs. [redacted] verbally agreed to go & replace,
understanding the danger of the tire) that had blown out with all the seams &
internal threading of the tire hanging out. Mrs. [redacted] told [redacted] over the phone
that, no she had not changed the tire as she said she was going to. From the
time of her pick up of the vehicle she had driven an additional 300-400 miles on
the tire. In conclusion, at the time of the reinspection of the damage caused to
the front right suspension to the previous repairs, again was caused by a front
right tire that had a blow out (due to all the seams in the tire coming apart)
which caused the lower ball joint & lower control arm to separate from the
steering knuckle stripping the lock down bolt when the vehicle eventually
collapsed with all its weight on the front right. Mrs. [redacted] was given a detailed
explanation & reason as to why this was not caused by faulty mechanical repairs,
but was caused due to negligence on Mrs. [redacted]'s behalf, she agreed & signed the
invoice acknowledging the cause & taking responsibility for for the repairs (at
a even lower cost) & tow bill of $180.00. We have been going back & forth for
the last couple months waiting on Mrs. [redacted] to come up with the money or to have
the vehicle towed as per her request but have not been able to get get anywhere.
We tried repeatedly to try & contact her for several weeks & were unsuccessful
prior to the lean sale put on the vehicle. If you have any further questions
please contact [redacted] Manager of Purrfect Auto Service #274.
Sincerely,
[redacted]

Dear Thania,     I am emailing you regarding our phone call earlier today for a complaint lodged by a "[redacted]". As you were informed, we couldn't find the above customer in our records. We found out from another Purrfect Auto Service located in Rialto ([redacted]) that this...

customer is from their location with the complaint stated on the letter.    Please let us know how do we can get our name cleared from this complaint.     Thank you,     Purrfect Auto Service 13823 Foothill Blvd Fontana California 92335 Ph# 909-355-0202