Real E-Z Tree Service

[redacted] approached [redacted] with a "no start" concern He had already replaced his battery a few times with [redacted] batteries and the "no start" still was happening We recommended replacing the battery with a battery from [redacted] that would be warranted We could not duplicate the concern with a dead battery to begin with The [redacted] battery was placed in the vehicle and we found broken wring at the right rear tail lamps which would definitely cause a battery shortage After repairing the wiring, we could not duplicate the concern We did notice that the seat in the car was pushed forward all the way, leaving it very easy to turn on the headlights in error This would cause a draw on the battery and cause any vehicle to have a "no start" overnight concern As far as all the other diagnostics done, all came out with no problems found A [redacted] engineer will not come to a dealership unless the vehicle is under base warranty, which basicly means if it is a new vehicle We feel the concern is preventable by the customer [redacted] was frustrated, as we would be too, but, when trying to explain what we felt might be the problem, he didn't want to hear it We couldn't move forward with the potential solution to his vehicle concern if he wouldn't listen to our findings Part of the diagnostics process is to identify the possible large and small fixes, but [redacted] didn't want to hear it

Dear [redacted] ***, Revdex.com, Our Service Director was helping [redacted] through his repairs, and offers his response Please see the attached letter and Repair Order Copies with tech notes and mileage verification.Should you need any further information, please feel free to contact me.Thank you.Lisa P***WAYNE COUNTY FORDATTACHMENT:To whom it may concern, [redacted] ***'s vehicle was in our Service Department on November 9th 2015.The customers concerns were numerous as well as the repairs neededBefore any work was performed to the vehicle the customer was called and advised that the repairs exceeded the value of the vehicle and that the vehicle was unsafe to driveThe customers response was that it was his only vehicle and he could not afford another vehicleHe asked for a monetary estimate to "just make the vehicle safe" which was given at $1,200-$1,minus tires (which were bald) [redacted] said he had snow tires to install on the vehicle once he picked it upThe necessary repairs to make the vehicle safe to drive were performed as the attached receipt states (In the Value of $1,and at the mileage of 240,565)Over two months later (and with 5,more miles) the vehicle came back with a complaint of leaking transmission fluidUpon inspection our technician found a hole in the side cover on the vehicles transmissionThere was also a point of impact where it appeared a rock or some kind of road debris hit the transmissionI went into the waiting room to inform the customer of what we found and to ask him to come into the shop to view the damaged and he declinedThe customer feels that the damage to the transmission was caused during the prior visit when the axle on the drivers front was replacedOur professional opinion is that this was not the case for numerous reasonsThe vehicle would not have driven 5,miles loosing transmission fluidA transmission is pressurized so any leak (no matter how small) leaks out very fastThe side cover on the transmission is a very sturdy piece of metal and even a hammer will not break through itThe customer had the vehicle to another repair facility in between visits at our dealership to have tires installed and oil changed[redacted] is a respected Sales and Service customer at our dealership and in no way shape or form were we planning on causing any heart ship to himWe advised the customer of the condition of the vehicle and extensiveness of the repairs requiredWe did not refuse to repair the only source of transportation the customer had, rather we repaired the vehicle under the amount of the original estimate [redacted] requested a loaner vehicle, and one was provided at that timeAttached are copies of both visits [redacted] ***'s [redacted] had at [redacted] and the work orders were the following issues with the vehicle were noted Windshield Busted Check Engine Light On ABS Light On Dash Constantly Beeps Vehicle is Leaking Oil Vehicle is Leaking Coolant Rocker Panels RottedSincerely, Gregory A.Service Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Again, the best solution [redacted] is able to come up with is to blame the customer and accuse them of leaving the lights on overnight on four separate occasions That is ludicrous and an unacceptable response If I videotape myself shutting down the vehicle, showing that all the lights have been turned off, and record the car overnight to prove I am not tampering with it, then what is the excuse going to be then? I can prove through videotape this car has an electrical problem, and I will gladly provide this tape to my attorney I want a loaner vehicle for as long as it takes for the car to replicate the issue, which usually takes to weeks to happen This is the least [redacted] can do for selling me such an unreliable vehicle If [redacted] refuses to do this, I will provide a tape to my lawyer proving the car has an electrical problem Regards, [redacted]

In response to our above referenced customer, Mr***'s *** *** was first seen by Wayne County *** when he bought out this leaseWe were more than happy to help Mr*** with his buyout and purchase of his Premium Care year, 60,mile Extended Warranty.During Mr
***'s visit to Wayne County ***, there was no mention of paint being covered by his warranty***'s Extended Service Plans, ESP's, are designed to help customers with any mechanical breakdownsPlease see this explanation on the attached copy of Mr***'s warranty purchased(#7-What is not covered by this agreement (pg of 10).Our service department went above and beyond for Mr*** by calling *** Motor Company while he was at the dealership and letting him ask them questions concerning his paint issueUnfortunately, it seems that Mr*** is declining the 60/split *** has offered for his repair, which has nothing to do with his warranty*** has a permanent procedure to correct his problem which will only cost him $220.00, as specified by Mr***.Although we have offered to help Mr***, we hope he reconsiders ***'s help in solving his paint issue

As of Tuesday, May 17, 2016, Wayne County *** has been in contact with Mr*** and are in the process of resolving his concern

[redacted] understands [redacted] is disgruntled and we are aware that he is still having problems with his vehicle.  We feel we have done everything possible to try and duplicate the concern.  We respectfully reserve our loaner cars for DAILY [redacted] customer use and can't lend [redacted] a vehicle for weeks for a concern we may not be able to duplicate.

Dear [redacted], Revdex.com,    Our Service Director was helping [redacted] through his repairs, and offers his response.  Please see the attached letter and Repair Order Copies with tech notes and mileage verification.Should you need any further information,...

please feel free to contact me.Thank you.Lisa P[redacted]WAYNE COUNTY FORDATTACHMENT:To whom it may concern,[redacted]'s vehicle was in our Service Department on November 9th 2015.The customers concerns were numerous as well as the repairs needed. Before any work was performed to the vehicle the customer was called and advised that the repairs exceeded the value of the vehicle and that the vehicle was unsafe to drive. The customers response was that it was his only vehicle and he could not afford another vehicle. He asked for a monetary estimate to "just make the vehicle safe" which was given at $1,200-$1,300 minus tires (which were bald). [redacted] said he had snow tires to install on the vehicle once he picked it up. The necessary repairs to make the vehicle safe to drive were performed as the attached receipt states (In the Value of $1,166.57 and at the mileage of 240,565). Over two months later (and with 5,309 more miles) the vehicle came back with a complaint of leaking transmission fluid. Upon inspection our technician found a hole in the side cover on the vehicles transmission. There was also a point of impact where it appeared a rock or some kind of road debris hit the transmission. I went into the waiting room to inform the customer of what we found and to ask him to come into the shop to view the damaged and he declined. The customer feels that the damage to the transmission was caused during the prior visit when the axle on the drivers front was replaced. Our professional opinion is that this was not the case for numerous reasons.1. The vehicle would not have driven 5,389 miles loosing transmission fluid. A transmission is pressurized so any leak (no matter how small) leaks out very fast.2. The side cover on the transmission is a very sturdy piece of metal and even a hammer will not break through it.3. The customer had the vehicle to another repair facility in between visits at our dealership to have tires installed and oil changed.[redacted] is a respected Sales and Service customer at our dealership and in no way shape or form were we planning on causing any heart ship to him. We advised the customer of the condition of the vehicle and extensiveness of the repairs required. We did not refuse to repair the only source of transportation the customer had, rather we repaired the vehicle under the amount of the original estimate. [redacted] requested a loaner vehicle, and one was provided at that time. Attached are copies of both visits [redacted]'s [redacted] had at [redacted] and the work orders were the following issues with the vehicle were noted      1.  Windshield Busted       2. Check Engine Light On        3.  ABS Light On       4. Dash Constantly Beeps       5.  Vehicle is Leaking Oil        6. Vehicle is Leaking Coolant        7. Rocker Panels RottedSincerely, Gregory A.Service Director

[redacted] approached [redacted] with a "no start" concern.  He had already replaced his battery a few times with [redacted] batteries and the "no start" still was happening.  We recommended replacing the battery with a battery from [redacted] that...

would be warranted.  We could not duplicate the concern with a dead battery to begin with.  The [redacted] battery was placed in the vehicle and we found broken wring at the right rear tail lamps which would definitely cause a battery shortage.  After repairing the wiring, we could not duplicate the concern.  We did notice that the seat in the car was pushed forward all the way, leaving it very easy to turn on the headlights in error.  This would cause a draw on the battery and cause any vehicle to have a "no start" overnight concern.  As far as all the other diagnostics done, all came out with no problems found.  A [redacted] engineer will not come to a dealership unless the vehicle is under base warranty, which basicly means if it is a new vehicle.  We feel the concern is preventable by the customer. [redacted] was frustrated, as we would be too, but, when trying to explain what we felt might be the problem, he didn't want to hear it.  We couldn't move forward with the potential solution to his vehicle concern if he wouldn't listen to our findings.  Part of the diagnostics process is to identify the possible large and small fixes, but [redacted] didn't want to hear it.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Again, the best solution [redacted] is able to come up with is to blame the customer and accuse them of leaving the lights on overnight on four separate occasions.  That is ludicrous and an unacceptable response.  If I videotape myself shutting down the vehicle, showing that all the lights have been turned off, and record the car overnight to prove I am not tampering with it, then what is the excuse going to be then?  I can prove through videotape this car has an electrical problem, and I will gladly provide this tape to my attorney.  I want a loaner vehicle for as long as it takes for the car to replicate the issue, which usually takes 1 to 2 weeks to happen.  This is the least [redacted] can do for selling me such an unreliable vehicle.  If [redacted] refuses to do this, I will provide a tape to my lawyer proving the car has an electrical problem.
Regards,
[redacted]