Ray's Automotive

11/26/2014Ray’s AutomotiveP. O. Box 2203Ruidoso Downs, NM 88346 Revdex.comComplaint Department 2625 Pennsylvania NE STE 2050Albuquerque, NM 87110-3658RE:  Consumer complaint #[redacted] After being contacted by Mr. [redacted] and hearing of his frustration in trying to...

find someone to repair his motorhome and work with his insurance for payment Ray agreed to the repair to help out the inconvenienced customer.   The motorhome was brought to Ray’s Automotive on June 25 the work was completed on June 27.  Many phone calls were exchanged toh get approvals for repair between the insurance company, Mr. [redacted] and [redacted].  On June 27 the final bill of $1,556.55 was presented upon completion of repair.  The insurance company had agreed to pay $715.55 of the bill and [redacted] was to pay the remainder of the bill $841.00.  A copy of the repair bill was faxed to Mr. [redacted] who signed the agreement and faxed it back to Ray’s Automotive.  The insurance company now instructed us to allow [redacted] to take his motor home and we would be sent a credit card over the fax at some point the following week for payment.  Being that [redacted] lived out of state Ray’s Automotive would have no recourse for payment with the motorhome gone, Ray’s Automotive had to insist full payment be made prior to release of motorhome.  Finally after many phone exchanges a credit card was sent over the fax June 27 from the insurance company for $715.55.  [redacted] further went out of his way to meet Mr. [redacted] at Ray’s Automotive that Saturday morning June 28 even though Ray lives 20 miles from the business, it was his day off and Ray’s Automotive is closed, again sympathizing with [redacted]’s frustration of breaking down away from home.  [redacted] arrived at Ray’s Automotive double checking the work of his employee to assure Customer Satisfaction he checked the fluid levels and took out a screw driver and checked the tightness of all hoses, even crawling under to check hoses.  When Mr. [redacted] arrived he paid the balance for the repair and was on his way.  That was the last communication Ray’s Automotive had with [redacted] until receiving a letter and bill in the mail from [redacted].    While we can understand Mr. [redacted]’s frustrations there are some concerning facts to be considered.  Mr. [redacted] was given [redacted]’s personal telephone number, which they had been in contact with one another making arrangements.  Why did Mr. [redacted] not call [redacted] after having such a problem?  Roswell is only an hour away from Ruidoso Downs and it was early in the morning when he left.  Why would you not call the person who just completed the repair and notify them of the problem?  Why would you wait 18 days, go to the trouble of sending a certified letter, yet never even contacting them to let them know that you had incurred such troubles?  After a vehicle leaves Ray’s Automotive we have no control over what happens with that vehicle.  In one statement [redacted] states “the transmission line had been left loose and no clamp could be found”.  In another statement Mr. [redacted] states “they found the transmission line to the radiator was left loose and came apart”.  On the [redacted] invoice it states “customer states transmission line came of (off) vehicle”.   When [redacted] received the letter from Mr. [redacted] he immediately called [redacted] in Roswell and talked with the Service Manager.  The Service Manager stated they tightened a clamp and Mr. [redacted] wanted some other items done to his motor home he would not elaborate as to what they were.  On the [redacted] invoice it does state they installed a circuit breaker assembly.  The circuit breaker assembly has nothing to do with the work that Ray’s Automotive preformed.  The invoice also states $360.00 for labor.  $360.00 to tighten a clamp?  Unfortunately, we cannot say for sure what happened in this situation because Ray’s Automotive was never notified or given the opportunity to correct any problems.  Ray’s Automotive feels they went above and beyond to help and retain a good customer by providing good service.   Ray personally inspected the vehicle before turning it over to the customer.  If there was a problem with the service provided by Ray’s Automotive they should have been the first person contacted regarding the problem especially given the fact that the customer had [redacted]’s personal phone number.  Ray’s Automotive is a member of the Revdex.com and has received recognition previously for being one of the top 3 honest Automobile Repair Shops in the State.  Ray’s automotive prides it’s self in honest, reliable and reasonable Automobile Repair Service with excellent Customer Service.  It is unfortunate that Ray’s Automotive was not given the opportunity to aid [redacted] further in his time of crisis. While we can sympathize with Mr. [redacted] and his predicaments we feel Ray’s Automotive has not violated the New Mexico consumer protection laws.  Ray’s Automotive feels they have gone above and beyond to help Mr. [redacted] and are disappointed Mr. [redacted] did not call when he had further difficulties.  Ray’s Automotive is dedicated to honest, reliable and reasonable Automobile Repair Service.  We will be respectfully awaiting your decision regarding Ray’s Automotive abiding by New Mexico consumer protection laws.Enclosed are copies of the signed closing statement as well as other transmissions between Ray’s Automotive, [redacted] and Mr. [redacted].  Respectfully, [redacted] Ray’s Automotive

Complaint: [redacted]
I am rejecting this response because:Mr.[redacted] was open on Saturday and had several men working on cars.  He is the one who suggested I come on Saturday to pick up my motor home.  Bein 10 miles out from Roswell it made no sense to call back to Ruidoso Downs to be towed 55 miles.  Had the work been fixed correctly, I would never have had the breakdown problem.  I never asked [redacted] to do more than fix what had caused my breakdown.  They told me and put on the statement thSt the hose was either not connected correctly or never put on.  $300 was paid by myself for towing.  It would have been much more,to be towed back to Ruidoso Downs.  Mr.  [redacted] does not take responsibility for work that he did not do correctly.  I certainly would not recommend him to anyone in the future.  Had the line not come loose I never would have had to call him again.  I waited to contact him because [redacted] took that long to get to it.  I never asked for the extra money for gas I used back and forth to get my motor home.  Am very glad [redacted] checked and repaired what Mr. [redacted] did not do correctly
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted]
I am rejecting this response because:Mr [redacted] does not stand behind his work and I do not have the money to pay for lawyer or court costs.  We will continue to encourage people not to use his Bhai ess as he will not take responsibility for his negligence.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]