R.B. Hartwell & Sons, Inc.

This letter is in response to the complaint of service issues, dated 10/31/17.On October 27, 2017, our service center was told that the vehicle in question had starting issues that the customer felt was a malfunction of the payment device.  Once the technician examined the vehicle, it was...

determined that the wires going to the payment device had been severed, to either bypass it or correct it.  The technician removed the device and verified that the car was not starting, but needed further diagnosis time to troubleshoot and determine the issue.  Work was not completed on  Friday evening due to the need for further diagnosis.  On Monday, it was resolved that the problem was a fuse and the work was completed.  The customer was charged $32 for a basic diagnosis.The payments that were made by the customer on Friday were non-related to the service problem.  He is scheduled to make weekly payments by contract.It is unfortunate that we were unable to repair the vehicle as fast as the customer was hoping.  We were attempting to help the customer as quickly as possible, and it would have been immediately resolved if the problem had been with the device, and not something further.We acted in good faith to help the customer and hope that we have worked toward an amicable resolution.