Re-Born Automotive

I’d like to start with saying what an unfortunate situation this has escalated to, I had no ideaI’m sorry this has happened, and sincerely understand the frustration of the folks, I do feel this could have been easily handled had they contacted me (the owner) or my managerSituations like this can happen, but I’ve always been able to rectify the situationI’ve been in business years and have never had a complaint filed with the Revdex.com or any other organization and I’ve been very proud of that, customer service and satisfaction is the mantra of my business modelOn March 23, 2017, the customers [redacted] and [redacted] brought in a Honda Accord, a 25-year-old car with 126,miles on it for a Pre-Purchase InspectionI believe they informed us that they were paying $1,for the car, but I may be remembering incorrectlyWe performed the inspection for the quoted dollar amount of $We allow approximately an hour and a half to perform the inspectionFor the age of the vehicle and the mileage, the car checked out not too bad, needing brakes, a new battery, a driver’s window regulator and time to diagnose an ABS issueWe provided them with a quoteWe are always as thorough as possible; there is a price point of course for this type of inspection, and while we are as complete as we can, things can be missedWe road test the vehicle for roughly miles, combining city driving and speeds up to 55mph (this can be a challenge with Portland’s traffic) On our road test, we noticed no issues and the car ran wellWe reported this all to the customer, they seemed satisfiedThey did decline any further recommended repairs, which we certainly understand and had no issue withApproximately five days later, [redacted] called our shop which I answered and spoke with herShe stated that a few days after picking up the car, she experienced an issue with the engine randomly dying but would immediately re-start She stated that it was scary and unsafe which I agreed with and suggested we get the car back in right awayI stated we never experienced this issue while the car was in our shop and she understoodI also explained issues like this, if they don’t arise while we are inspecting the car can be impossible to anticipate, again she understoodWe scheduled her to bring the car in on April 3rd to diagnose the concern with dyingWhen they dropped of the car, on the 3rd, we told them we would look at the car to address their concerns and explained there may be a charge to do soWe did not quote them how much to the best of our recollection, an error on our part admittedlyAfter quite a bit of testing of the fuel system and fuel pressure, scanning for codes (none) stored in the computer (which is very limited due to the age of the car) and ignition system we determined that the car would randomly loose spark, but immediately would restart making for a difficult diagnosisDue to the intermittent behavior, we opted to install a new distributor cap and rotor for testing (the old cap and rotor showed some wear), with the same result; intermittent dying We determined that the fault was most likely an issue in the electronics in the distributor and we recommended replacementWe provided a quote for this and explained that we were quite certain this was the issue, but that it was difficult to be 100%They declined the work and at this point my service advisor did feel they were getting frustrated and unhappy with the situationI believe he was not aware of the level of frustration they were at, so he did not bring this to my attention as he normally would if issues escalate, which almost never happens [redacted] showed up sometime before noon on April 5th to pick up the carHe showed frustration again to my service advisor and was not happy with us installing and billing him for the distributor cap, which we removed from the car and the billingThere was conversation between him and my service advisor about his frustration but my service advisor was not reading that he was as angry as it turns out they wereHe paid the bill and leftHe did leave the car in our parking area and picked it up later that afternoonThe very day they picked up their car I received an email generated by Google stating I had received a review, I opened the review and was surprised, shocked and very hurt by the review they left my businessThe next day, I woke to an email from the Revdex.com alerting me of a complaint filed, again a shock and disappointmentI had no idea they were this unhappyThey never attempted to contact me or my manager; one of us is always availableIf we are not aware of an issue and it’s not brought to our attention, how can we work to fix itLeaving a damaging review on the internet and filing a complaint with the Revdex.com to me is unfair and frankly not niceWe work very hard to be approachable and are very transparent; we have nothing to hideI totally understand that a customer can feel their concerns and expectations may have not been met, but please give the small business you support an opportunity to work it out, they almost always will, it’s in their best interest and almost always the right thing to doI believe we failed in not properly quoting a diagnostic charge for the dying problem, I accept that and am happy to refund that moneyI would have without any of the formal complaint, it’s just the right thing to doRegarding the Pre-Purchase Inspection, I feel we performed as thorough an inspection as possible with the amount of time that is reasonable and our fee for doing so is very fairAs the customer admitted, the dying problem was not a known issue when we inspected the car, and in fact did not occur for several days afterIn closing, I’m sorry for the unfortunate situationIt did not need to come to this Best Regards, Vincent V***, Owner Re-Born Automotive, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe sincerely appreciate your time, and the time and attention of Vince, in resolving this matter
Sincerely,
*** ***

I’d like to start with saying what an unfortunate situation this has escalated to, I had no idea. I’m sorry this has happened, and sincerely understand the frustration of the folks, I do feel this could have been easily handled had they contacted me (the owner) or my manager. Situations like this...

can happen, but I’ve always been able to rectify the situation. I’ve been in business 35 years and have never had a complaint filed with the Revdex.com or any other organization and I’ve been very proud of that, customer service and satisfaction is the mantra of my business model. On March 23, 2017, the customers [redacted] and [redacted] brought in a 1992 Honda Accord, a 25-year-old car with 126,858 miles on it for a Pre-Purchase Inspection. I believe they informed us that they were paying $1,400.00 for the car, but I may be remembering incorrectly. We performed the inspection for the quoted dollar amount of $160.47. We allow approximately an hour and a half to perform the inspection. For the age of the vehicle and the mileage, the car checked out not too bad, needing brakes, a new battery, a driver’s window regulator and time to diagnose an ABS issue. We provided them with a quote. We are always as thorough as possible; there is a price point of course for this type of inspection, and while we are as complete as we can, things can be missed. We road test the vehicle for roughly 5 miles, combining city driving and speeds up to 55mph (this can be a challenge with Portland’s traffic).  On our road test, we noticed no issues and the car ran well. We reported this all to the customer, they seemed satisfied. They did decline any further recommended repairs, which we certainly understand and had no issue with. Approximately five days later, [redacted] called our shop which I answered and spoke with her. She stated that a few days after picking up the car, she experienced an issue with the engine randomly dying but would immediately re-start.  She stated that it was scary and unsafe which I agreed with and suggested we get the car back in right away. I stated we never experienced this issue while the car was in our shop and she understood. I also explained issues like this, if they don’t arise while we are inspecting the car can be impossible to anticipate, again she understood. We scheduled her to bring the car in on April 3rd to diagnose the concern with dying. When they dropped of the car, on the 3rd, we told them we would look at the car to address their concerns and explained there may be a charge to do so. We did not quote them how much to the best of our recollection, an error on our part admittedly. After quite a bit of testing of the fuel system and fuel pressure, scanning for codes (none) stored in the computer (which is very limited due to the age of the car) and ignition system we determined that the car would randomly loose spark, but immediately would restart making for a difficult diagnosis. Due to the intermittent behavior, we opted to install a new distributor cap and rotor for testing (the old cap and rotor showed some wear), with the same result; intermittent dying.  We determined that the fault was most likely an issue in the electronics in the distributor and we recommended replacement. We provided a quote for this and explained that we were quite certain this was the issue, but that it was difficult to be 100%. They declined the work and at this point my service advisor did feel they were getting frustrated and unhappy with the situation. I believe he was not aware of the level of frustration they were at, so he did not bring this to my attention as he normally would if issues escalate, which almost never happens. [redacted] showed up sometime before noon on April 5th to pick up the car. He showed frustration again to my service advisor and was not happy with us installing and billing him for the distributor cap, which we removed from the car and the billing. There was conversation between him and my service advisor about his frustration but my service advisor was not reading that he was as angry as it turns out they were. He paid the bill and left. He did leave the car in our parking area and picked it up later that afternoon. The very day they picked up their car I received an email generated by Google stating I had received a review, I opened the review and was surprised, shocked and very hurt by the review they left my business. The next day, I woke to an email from the Revdex.com alerting me of a complaint filed, again a shock and disappointment. I had no idea they were this unhappy. They never attempted to contact me or my manager; one of us is always available. If we are not aware of an issue and it’s not brought to our attention, how can we work to fix it. Leaving a damaging review on the internet and filing a complaint with the Revdex.com to me is unfair and frankly not nice. We work very hard to be approachable and are very transparent; we have nothing to hide. I totally understand that a customer can feel their concerns and expectations may have not been met, but please give the small business you support an opportunity to work it out, they almost always will, it’s in their best interest and almost always the right thing to do. I believe we failed in not properly quoting a diagnostic charge for the dying problem, I accept that and am happy to refund that money. I would have without any of the formal complaint, it’s just the right thing to do. Regarding the Pre-Purchase Inspection, I feel we performed as thorough an inspection as possible with the amount of time that is reasonable and our fee for doing so is very fair. As the customer admitted, the dying problem was not a known issue when we inspected the car, and in fact did not occur for several days after. In closing, I’m sorry for the unfortunate situation. It did not need to come to this.                                           ...⇄ Best Regards,                                         ...⇄ Vincent V[redacted], Owner                                         ...⇄ Re-Born Automotive, Inc.