Quality Volvo Repair

Mr [redacted] was in the office with my Office Manager, I was in the office while Mr [redacted] was at my business.he never searched me out nor spoke to me while I was in the office for a brief time retrieving our schedule for the day so that I could start my crew working I did not speak to Mr [redacted] as my Office Manager is paid to deal with customers so that we may service the vehicles Also the Office Manager was looking at her computer screen and reading the customer file If Mr [redacted] would like to come in I will personally show him how struts and mounts are replacedClearly he does not understand what he is looking at nor how these items look After 30+ years as a mechanic I assure him I know what I am doing and as such does the employee's that have been with me for many many years I feel as though Mr [redacted] is not going to be happy no matter what or how many times I inspect his vehicle Also please note that the initial repairs were made in October of 2015.Mr [redacted] did NOT return nor call until February of for a scheduled oil change At that time the vehicle was being serviced for such Mr [redacted] was also informed at that time that he had other mechanical issues that would need to be addressed, however he was not interested in having them addressed Mr [redacted] after phoning my business in May after a post card had been sent as a reminder for work that needed to be done, only then did he start with these accusations From October to May is a substantial amount of time between a service repair and a complaint Therefor as stated I do not believe Mr [redacted] understands what these components look like or how they are replaced We would be willing to show him as stated before However as stated these repairs were done and done accordingly to replacement procedure I do not feel that any response will make Mr [redacted] happy.I am sorry he feels this way and wish him the best of regards in his future dealings with any facility he chooses If he chooses to come in and be educated on these items and procedures and visual of parts that is his option

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. Mr. [redacted] 's latest response is both disingenuous and dishonest. He is building a paper file case to defend himself with BBB, etc. It's clear that if he truly felt the way he has presented himself in his last two communications he would have showed me the vehicle situation at the time I was in, not by now padding the file with empty words, promises and underhanded offers. Again, his mechanic stated to me in February that the upper strut mounts (spring holders) were not replaced by whomever did the work; otherwise I would not have been aware. I replied at that moment to the mechanic and the office manager that they did the work and I had paid for the materials but would have to check the invoice when I got home. They did not offer any reassurances at that time, in fact, they seems off-balanced which raised my concerns. I asked the office manager twice (during the most recent scheduling and during drop-off) to have Mr. [redacted] personally review with me situation but this did not happen. The office manager stated all of the work was done during the pickup of the vehicle. I gave this business plenty of opportunity to make things right and they choose not to. I am fully confident that the work was not completed as I was charged/invoiced and subsequently paid for. Mr. [redacted] can comment all he wants about his years of experience and my lack of knowledge but that does not negate his own mechanic's words. His mechanic's words were confirmed by my own research ( [redacted] videos showing exactly how this work is done including parts, etc. and a seasoned mechanic who inspected my vehicle). I do not believe Mr. [redacted] . Regards, [redacted]

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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]Mr***'s response to the issue is not accurate. When I picked up my vehicle in February the mechanic made his comments based on his inspection of my car, i.e., he stated that "whoever replaced the struts used the same upper strut mounts and did not replace them". The mechanic did not need to review my records or remember every vehicle he did as he just finished inspecting my vehicle. My original complaint stands as submitted. I requested Mr*** himself to speak with me at least twice but he did not which speaks volumes. If he is what he claims to be why didn't he speak with me personally and/or show me the proof of the repair? During most of my discussion with the business manager she could not even look at me directly as she continually looked down which also is not a sign of integrity, i.e., she was struggling to address me especially when I dropped off the vehicle. I do not believe that they replaced the upper strut mounts. Shameful.
Regards,
*** ***

Mr *** has been a customer since July 5,with sporadic appointments On September 11,Invoice # 178485 Mr *** had a service of an oil & filter change,Replacement of the left front control arm/ball joint assembly and plugged the right rear tire At this
time Mr *** was informed that he would need to have the front struts done as the right front was blown with an estimated cost of $ and that at that time the upper strut mounts may need to be replaced On October 30,Invoice # *** Mr *** scheduled an appointment and the oil & filter was changed as well as the front struts Mr *** was informed that the vehicle did need upper strut mounts as well The front struts & upper strut mounts were replaced at that time.Mr *** then came back on February 12,and had his oil changed and stated he heard a noise, at which time the mechanic stated it could be upper strut mounts, as he had not inspected nor could he know every vehicle we service as we service over a thousand vehicles a year In doing so the noise he described could have been from thatUpon researching the vehicle/customer file and visual inspection by the mechanic as well as the owner found all this work had been performed already Mr *** was then informed that the noise he was hearing was a front lower motor mount & both delta links anchorages He was also notified at this time that his steering rack had a small leak Mr *** opted to not have the work done at that time.Mr *** then phoned to make an appointment in May for an oil change and stated he felt that the upper strut mounts were not replaced as he stated the mechanic said he did not think they were replacedMr *** failed to listen completely on the day of 12th of February when the mechanic was stating what "could be" without having gone into the customer fileIt is NOT the mechanics responsibility to memorize each and every vehicle that they service Hence the reason we keep diligent records on hard copy as well as in our computer system The office Manager stated to Mr *** after referencing the customer file that all was replaced Mr *** continued to insist that they had not He also requested that the owner (myself) inspect the vehicle, to which I did on the day of service, finding the upper strut mounts as well as the strust had been replaced as previously stated This was told to Mr *** on the day of his service by my Office Manager as well Mr *** was also told on the day of this service that the noise he was hearing was indeed the front lower motor mount,both delta link anchorages,stabilizer bar and bushings Mr *** declined to have this repair done Mr *** states his friend is a mechanic and states that the hardware looks original which it would because you do not replace the upper nut or bearing plate, just the rubber mounts which are under the bearing plate I will not be refunding any monies at this time as I feel we did all work as stated I have been in business for over years and have never had my reputation questioned like thisI run a tight shop and take pride in all of my mechanics I personally oversee many of the repairs myself My mechanics have been with me for over years I do wish Mr *** the best in his auto repairs from here on forward As he no longer trusts us I would suggest he find another facility that can service his vehicle in the manner of which he will feel more comfortable Sincerely, *** * ***Owner: Quality Volvo Reparis

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. 
Mr. [redacted]'s latest response is both disingenuous and dishonest.  He is building a paper file case to defend himself with Revdex.com, etc.  It's clear that if he truly felt the way he has presented himself in his last two communications he would have showed me the vehicle situation at the time I was in, not by now padding the file with empty words, promises and underhanded offers.  Again, his mechanic stated to me in February that the upper strut mounts (spring holders) were not replaced by whomever did the work; otherwise I would not have been aware.  I replied at that moment to the mechanic and the office manager that they did the work and I had paid for the materials but would have to check the invoice when I got home.  They did not offer any reassurances at that time, in fact, they seems off-balanced which raised my concerns.  I asked the office manager twice (during the most recent scheduling and during drop-off) to have Mr. [redacted] personally review with me situation but this did not happen.  The office manager stated all of the work was done during the pickup of the vehicle.  I gave this business plenty of opportunity to make things right and they choose not to.  I am fully confident that the work was not completed as I was charged/invoiced and subsequently paid for.  Mr. [redacted] can comment all he wants about his years of experience and my lack of knowledge but that does not negate his own mechanic's words.  His mechanic's words were confirmed by my own research ([redacted] videos showing exactly how this work is done including parts, etc. and a seasoned mechanic who inspected my vehicle).  I do not believe Mr. [redacted].   
Regards,
[redacted]

Mr [redacted] was in the office with my Office Manager, I was in the office while Mr [redacted] was at my business.he never searched me out nor spoke to me while I was in the office for a brief time retrieving our schedule for the day so that I could start my crew working.  I did not speak to Mr [redacted] as my Office Manager is paid to deal with customers so that we may service the vehicles.   Also the Office Manager was looking at her computer screen and reading the customer file.  If Mr [redacted] would like to come in I will personally show him how struts and mounts are replaced. Clearly he does not understand what he is looking at nor how these items look.  After 30+ years as a mechanic I assure him I know what I am doing and as such does the employee's that have been with me for many many years.  I feel as though Mr [redacted] is not going to be happy no matter what or how many times I inspect his vehicle.  Also please note that the initial repairs were made in October of 2015.Mr [redacted] did NOT return nor call until February of 2016 for a scheduled oil change.  At that time the vehicle was being serviced for such.  Mr [redacted] was also informed at that time that he had other mechanical issues that would need to be addressed, however he was not interested in having them addressed.  Mr [redacted] after phoning my business in May after a post card had been sent as a reminder for work that needed to be done, only then did he start with these accusations.  From October to May is a substantial amount of time between a service repair and a complaint.  Therefor as stated I do not believe Mr [redacted] understands what these components look like or how they are replaced.  We would be willing to show him as stated before.  However as stated these repairs were done and done accordingly to replacement procedure.  I do not feel that any response will make Mr [redacted] happy.I am sorry he feels this way and wish him the best of regards in his future dealings with any facility he chooses.  If he chooses to come in and be educated on these items and procedures and visual of parts that is his option.