Rayjam Holdings Ltd & Jarvis Holdings Ltd

The way they portray everything by not accepting accountability and the fact that the owner was extremely disrespectful and belligerent towards me make matters worse"I don't give a damn if you file a complaint", "Pay me cash since I do not trust you", "I get guys like you every now and then", all these were excerpts during his confrontation with meI have never encountered such disrespect at a shopI am the CEO of a public company and have a fiduciary obligation to say the truth and this is exactly what happened, hence my complaintThis is the first time that I have done so with a shop

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
Regards,
*** ***

The way they portray everything by not accepting accountability and the fact that the owner was extremely disrespectful and belligerent towards me make matters worse. . "I don't give a damn if you file a complaint", "Pay me cash since I do not trust you", "I get guys like you every now and then", all these were excerpts during his confrontation with me. I have never encountered such disrespect at a shop. I am the CEO of a public company and have a fiduciary obligation to say the truth and this is exactly what happened, hence my complaint. This is the first time that I have done so with a shop.

RE: Revdex.com ID [redacted]To whom it may concern…The stated customer did bring in said vehicle (a 23 year old 1995 [redacted]), on 10/5/2017.  He advised us that he bought the vehicle to flip it (resell it), and make a few bucks off it.  However, and as stated (by the customer), in the...

original estimate text (see attached “Original Estimate”), in which he outlined the problem, it was not for the light “on” as he states in his complaint, but that the light would not come on.  Furthermore, he had advised us that the SRS (Supplemental Restraint System) warning indicator bulb (in the gauge cluster) had been removed by another mechanic: a) How would the light come on if had been removed; b) SRS bulb removal is typically done to fool a potential, and unwary buyer of a vehicle with a defect in the SRS system.  The customer was quoted $89.79 for the initial inspection, and, advised in the same original estimate text, that this is a preliminary diagnostic, and if necessary, may require a more complex “Level I” diagnostic ($239.44), and potentially a “Level II” diagnostic.  Our technician performed the initial/preliminary diagnostic as follows:- Confirmed the SRS warning lamp in the gauge cluster was NOT lighting. When the key is first turned on, the SRS warning indicator is supposed to light, then the system runs a self-test, and if all is good (system voltage, circuits resistance, etc.), the light goes out.  It never came on.- Suspecting it might just be a “removed” bulb as the customer told us, and willing to help out a fellow “car dealer”, the technician removed and disassembled the gauge cluster to check the bulb and related components.  FYI…”Book” labor for gauge cluster removal, disassembly/reassembly, and install is 1.70 hours alone ($203.52). Were still at the $89.79.- Low and behold, there was a bulb in the SRS bulb socket, and it had NOT been removed as the customer stated! Now we were getting suspicious.- The technician continued investigating, and after checking the bulb for continuity, the bulb socket for corrosion, etc., he reassembled the gauge cluster, plugged it in and turned on the key. The SRS light came on!  But, the system would not complete the self-test and the light now would not go out!  Suspecting a failed SRS control unit, the technician recommended “Level I” diagnostics.  Level I diagnostics was recommended not because we couldn’t locate the problem as the customer states, but because it was far more complex than he led us to believe with a “bulb removed”.  It would now require running down the factory diagnostic flow chart for SRS diagnosis/repair.  Which in addition to the three hours we had already spent on the vehicle (and only billed the $89.79), could be one to three or more additional hours.  Knowing that another problem in the system existed and the bulb was functional now, the technician reinstalled the gauge cluster.  Stop diagnostics/repair.The customer was contacted by our service advisor [redacted] the same day the vehicle had arrived (10/5/2017, four work hours later), advised of the situation, requested an increase in the estimate to the $239.00 for the “Level I” diagnostic (The original $89.79 being applied to this new estimate, not in addition to.), and the customer authorized same.Back to diagnostics/repair…Our technician performed the following:PERFORM "LEVEL 1" INSPECTION/DIAGNOSTICS "AS REQUIRED" INCLUDING AS NECESSARY:------ PERFORM VISUAL INSPECTION ON RELATED CIRCUIT(S) AND/OR COMPONENTS- PERFORM CIRCUIT DIAGNOSTICS ON FAULTY CIRCUIT(S) INCLUDING CIRCUIT(S) INPUTS/OUTPUTS AND SENSOR(S) FUNCTIONS- DIAGNOSTIC TREE/PIN CHECKS AS REQUIRED.- CONFIRM REPAIR(S) REQUIRED TO REMEDY THE SITUATION OR, ADVISE CUSTOMER ON NEED FOR "LEVEL 2" DIAGNOSTICS.-----NOTE: "LEVEL 1" INSPECTION/DIAGNOSTICS ARE A COMPONENT DIAGNOSTIC ONLY. "LEVEL 2" DIAGNOSTICS ARE REQUIRED WHEN A "NO CODES" SITUATION EXISTS, OR, WHEN THE FAULT(S) LIE IN THE WIRING CIRCUIT OR CONTROL MODULE REQUIRING WIRING CIRCUIT DIAGNOSTICS AND/ OR, THE INSTALLATION/USE OF A BREAKOUT BOX TO READ SYSTEM DATA AND PERFORM DIAGNOSTICS. "LEVEL 2" DIAGNOSTICS (IF REQUIRED AND AUTHORIZED) WILL RAISE THE TOTAL DIAGNOSTIC COST TO $329.16. "LEVEL 1 AND/OR LEVEL 2" DIAGNOSTIC COSTS MAY OR MAY NOT APPLY TOWARDS REQUIRED REPAIRS.-----THE TECHNICIAN PERFORMED LEVEL 1 DIAGNOSTICS AND FOUND THE FOLLOWING:- Accessed SRS controller and verified type.- Ran the diagnostic tree for code 9-1 or "no code".- Verified #25 fuse is good.- Disconnected the battery.- Hooked up break-out box to SRS harness and SRS controller. - Disconnected the battery, hooked up short connectors to both air bags, and reconnected the battery.- Verified voltage present between B5 & B13 of test harness: Good- Measured resistance between B11 & B5 of harness: 1M ohms / Pass- Jumped A12 to B12, B12 to A13 to B13, A14 to B14, A15 to B15. - Connected SRS service connector and measured voltage change between all & A5: No change / Fail, should change voltage to 1.0v to 8.5V or more after 6 seconds. No voltage read.- Recommendation is made to replace the SRS control unit and check system operation.Stop diagnostics/repair.Now, the very next day, not two, (10/6/2017 @ 09:39), [redacted] contacted the customer to advise him of the situation.  A new SRS control unit (just the part) is factory listed at $763.34 and was located two days out from a [redacted] distribution center in northern California.  A ”used” SRS control unit was not found available from “[redacted]” (major supplier to the insurance industry), or local recycling yards.  A “used” unit was finally found from a company in Visalia, CA.  And we were told it would take about three days to receive the part.  At some point the customer said “that he could get one on [redacted] for $10 - $20, and had no intention of spending that much to sell the car”.  The customer was advised that we do not install customer supplied parts (this is a liability issue as you might guess dealing with air bags safety, and a warranty issue).  The customer authorized the “used” SRS control unit from [redacted], and we offered it to the customer for $199.93 including tax and labor (.50 hour additional labor for install), for a new grand total estimate of $439.72.  The customer agreed and the part was ordered on 10/6/2017.With Columbus Day on Monday, the customer was contacted and advised that due to the holiday the part would ship on Tuesday the 10th.  It arrived on Friday the 13th.  When the technician opened up the shipping box he found that it was not the correct part.  [redacted] contacted the customer and and offered to call the supplier and follow up.  He did locate the correct part, but the correct part was $327.08.  With tax and labor this would put the grand total estimate at $653.36.[redacted] explained again but the customer was just angry at the whole situation including that fact that he had “wasted a week not being able to sell the vehicle”.  [redacted] stated that the customer became highly irritated, referring to us as a “bait and switch” shop, and threatened to “report us to every regulatory agency whose power we might come under, leave a Yelp one star review, zero if I could, stop everything, I’m coming to pick up my vehicle.”[redacted] related the story to me.  Upon hearing the reference as a “bait and switch” shop, I told [redacted] to tell the guy to bring cash and pick up his car.  We are done with him.  We had bent over backwards to assist him, did everything in our power to repair his vehicle.  A factory new part would have been in our hands in two days, but this is the reward we receive for trying to assist someone with a used part on an older vehicle.  Yes, sometimes this type of thing happens when dealing with used parts on a 23 year old vehicle.  We have never put money before people, have never been a “bait and switch“ shop.  Our ethic is beyond reproach, and we take high offense to this accusation.The customer was only charged the $239.44 for the “Level 1” diagnostic.  No parts were charged for.  It is unfortunate he had to wait a week to find out the part was incorrect, but we are at the mercy of the used part suppliers.- The car was diagnosed, professionally.- The part was ordered. The part was wrong. Stuff happens.- It’s unfortunate, we apologized, sorry you lost a week to sell your car, but it was out of our hands.- People should not treat people like he did.  No employee, owner, or anyone else should take the grief this guy dished out.- We take exceptional care of our customers and their vehicles.- We stand behind our work with a 3 year/36,000 mile parts and labor warranty.- You can please some of them, but you cannot please all of them.  Take a look at our record.  Revdex.com over 30 years, one complaint for $.37 cent tax overcharge.  Past AAA quality service award 9 years straight.  We provide A class service, from the driver, the tech, and the front desk and have for 38 years.  We we will never put money before a customer, and we will not compromise our integrity.- It is a shame that this guy lost it over a genuinely honest situation.Finally, you might be interested to know that Mr. [redacted] also filed a complaint with the Bureau of Automotive Repair (BAR), the licensing and regulatory arm for our industry.  The BAR representative visited our shop on 11/29/17 to review the complaint. He reviewed all of the paperwork related to the complaint, we discussed the issue, and the BAR found no wrongdoing and subsequently exonerated us. (Note, as of 11/29/17, the BAR representative advised us that Mr. [redacted] still had not sold the vehicle.)We have no intention of making any restitution to Mr. [redacted].  Sincerely,[redacted]Hontech Automotive, Inc.4033 30th StreetSan Diego, CA 92104