Rebuilders Supply, Inc.

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: There was no brake fluidThey were closed when I picked up the van, and I had to go to auto zone to put brake fluid in itYes, I was up setI had a child and my year old mother with meIf the had test drove the van, then they knew there was an issueI was never called or even mentioned to me that there was an issueIf you are replacing a right wheel barring, and all this brake fluid is spitting out, it should be noticedThey want me to pay for something they did, and I would notMoney wasn't the issueI got it fixed somewhere elseYet, how can they say something that was happening went unnoticed when they had the van in the air changing the wheel barring on the driver side
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
[I feel that any pricing in traveling should have been explained up front on the first phone call I made not as a surprise after the repair was done and an invoice sentThe company states free estimates, if there was no repair done and just an estimate done on the visit there would be no charge??? Or the charge would be taken off the price of the roofing which also was not explained upfront and only after the invoice was sent which leaves me no choiceThe set up fee once again was never explained that work mans comp, insurance etc was included in this feeIf All of this was explained or even slightly mentioned during my phone call before setting an appointment I certainly would not have made an appointment and looked else where. I feel that by adding all these fees on the invoice it did not give me a choice to say that agreed to the fees and it was a sneaky way to go about it. All fees should be discussed up front and the customer agreeing on them before any appointment or work being done
Regards,
*** ***

September 08, 2015Dear *** ***:In regards to Complaint #*** *** vehicle was test driven miles, it did not show any symptoms of brake fluid leakingIf it did we would have notified her of the problem and offered to repair it for her at cost to her as this failure is her responsibilityThe failure of this brake line was very clearly caused by years of corrosion and nothing elseIt has been my experience that this type of failure happens very suddenly and when it close all brake fluid is ejected immediatelyWe do offer comprehensive vehicle safety inspections for a feeThat inspection would have reviled badly rusted brake linesThis service was not requested and was not performed.Sincerely,Zahoor M.Service Manager

June 8, 2015Dear *** ***:We have received you letter in regards to complaint ID # *** involving a wheel-bearing repair to a *** *** minivan belonging to *** * ***.*** *** arrived at our shop on June 1, with her *** *** minivan with 165K+ miles on
it and specifically requested us to replace her left front wheel-bearing due to a loud noise it was makingWe took the van in for the repair to be completedWe promptly estimated the repair and called *** *** for approval to make the repair*** *** agreed to the repairThe repair was performed by an ASE Master Certified Technician and then test driven for approximately miles to confirm the success of repairAt that time it was proven that the wheel bearing was functioning properly and that there was no brake warning light or soft brake pedal*** *** returned the following day driving her mini van in and complained that her brake pedal was droppingHer van was quickly inspected while she waitedBrake fluid was easily visible spraying out of a pinhole in one of her rear brake linesAt this time it was determined that there was no physical damage to the brake line and that the leak was caused by a badly rusted line nowhere near the area of prior repairAt this time, *** *** was informed of her problem and we offered to repair itHer very loud response was "I don't care what it is, you're fixing it!"We offered to show her brake line failure so that she could better understand what was going on with her vanWe were then met with another unfriendly and loud response exclaiming, "I don't want to see it, I want it fixed and I ain't paying!"It was very clear to us now that we could not reason with *** ***At this time her keys and vehicle were returned to her as with any customer that does not agree to have us repair there vehicle.We apologize that we were unable to meet the costumer's demands as requested by herAll of our customers are very important to us and we go above and beyond to assure positive customer satisfaction, Our long list of repeat Customers and the success of our business is a proof of thisWe understand that we are human and can make mistakesWe stand by the quality of service we provide to our customers and as a commitment of our quality work, all our parts and labor on every job is guaranteedUnfortunately we are unable to make warranty repairs on parts of a vehicle that aren't related to the repair that was originally performed.Sincerely,Zahoor MService Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowI asked *** to order the trim and have it mailed to meI told him I would have my son install itHe actually took another piece of trim off and told me he went to the store and the trim would be $ He said it would be easier if he had the trim sent to himHe also told me in an email that he had the trim! He obviously liedIf he wanted more money I would have paid itI just want and need the trimI don't know what to order or where to get the trim or I would order it myself! I know I'm not going to win this battleKeep your promise *** or just tell me what to order and I'll do it myself! I guess your word means nothing!
Regards,
*** ***

I apologize for the inconvenience this has caused Ms***We had replaced the roof and skylights of the homeShe had asked me to order her window trim, which had completely slipped my mind, as we were in our busy season and it wasn’t part of the original jobShe held back $for payment of the roof and skylights, until she received the trimBecause of the inconvenience I told her to keep the $and we’d call it even

Thank you for contacting us. I will investigate the problem and resolve it.*** ***

We again are sorry to hear about your dissatisfaction. We had performed the repair upon your request. With the approval from you we had moved forward with stopping your leak. We do provide free estimates regardless of distance. With [redacted] having a prior commitment we sent one of our employees to obtain measurements to supply you with your replacement estimate and service your home due to active leaking if authorized by you. However we only go outside of our service area for replacements not repairs. By authorizing a repair on your home. you shall be billed for any work performed. Our fees are worked into the total cost for work performed and our service areas are listed on google. You requested a breakdown and we supplied one for you. By requesting a breakdown you then see the fees. We offer to take the repair cost off a roof replacement seeing as the roof is beyond a permanent repair. A permanent repair would have been significantly more involved. We don't want to sell a product or services that is not needed and we want our customers to know that we treat them fairly by giving the offer that we do. We again are sorry about your upset.

We here at Carroll Sons are sorry to hear about your complaint. We had performed a repair at the home in Merrimac Ma. The price breakdown that was asked for was delivered in a timely manner after the customer was unsettled about the price. We are not a company local to Merrimac. The Travel distance...

is between 41 miles and 47 miles from our office location. and a drive time of 50 min-1 hour without traffic. The breakdown of cost reflects the $50 flat rate charge for being 25+ miles from our location. The repair cost reflects the time an employee was at the property performing the job and the material that was used. The set up fee of $150 reflects our overhead costs (workers compensation, liability insurance, initial gas,mileage costs, and windshield time for employee for the first 25 miles, and remaining for profit.) We give the same offer to all of our customers. If they are in need of a roof replacement when we come out to perform a repair. The repair is only temporary due to the physical condition of the roof and we provide them with an estimate for a new roof installation. If homeowner wants to move forward with a roof replacement then at that time the full repair cost is taken off of the price if contract is signed within 30 days of repair date. 50% is taken off if signed in 60 days or less. After receiving the bill the homeowner did not want to proceed With the replacement. We provide honest estimates and provide great quality work and service. Our prices are consistent and do not fluctuate. The only variable is the material cost and time repair takes to perform. The set up fees remain the same and the mileage remains the same. The mileage fluctuates if traveling over 25 miles as our service radius is listed on google at 25 miles and we max out our service area at 75 miles. 50+ miles there is a an additional charge of $2.00 per mile after 50 miles. We again are sorry to hear about your upset

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. on Sept 23, 2015 [redacted] told me that the window trim was in and he would be by to install it asap. I still have the email to prove it. We exchanged several emails after that in which he still promised to install the window trim a sap.  It was my understanding that I was told to keep the $100.00 because he did not have to do any more work trimming the skylights. 
Regards,
[redacted]

As trying to please Ms. [redacted]. I did my best at trying to make it over to her address during our peak season. I was not able to coordinate time to perform work that was not part of the original contract. The Trim on front window was more or less a favor to the customer. There was no transaction of money for the piece except for the $100 that was returned to homeowner for the inconvenience of not being able to fulfill our verbal agreement/favor. We do apologize for not being able to get the piece of trim installed for Ms. [redacted] but it is not cost effective to perform work at no cost and purchase material along with $100 discount  
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #...

[redacted]. Please add your rejection comments below. This is a stall tactic. She should have looked into it before responding.  This is not a resolution !
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 
Regards,
[redacted]