Reliable Towing

Review: my cadillac lost battery power on hwy 90. I have triple a, I called triple a, had my 1995 eldorado pulled to the triple a sanctioned repair shop. several days later I picked up my car and paid a bill of 378 dollars for replacing the alternator. within the week the car lost battery power again. I charged the battery on a portable charger and drove car back to reliable auto. a few days later I went to pick up the car and was given a bill for 109 dollars, this [redacted]e saying it was the voltage regulator clip. I contacted triple a and told them about being charged 378.00 dollars, 90 for diagnosis the first [redacted]e and 109.00 with 40.00 for diagnosis the second [redacted]e. I believe it was the voltage regulator clip both [redacted]es , because the car did the exact same dash board printout and battery losing power and stop running performance. I believed I should have been reimbursed the first incorrect repair of 378.00. triple a used a mediator "[redacted]" between myself and "[redacted]" at reliable auto. triple a said reliable auto would send me a letter and a check. it did not happen . I called [redacted] at triple a, said I had not gotten anything. [redacted] called me back said [redacted] said he forgot to mail the letter and the check. I waited another week , still nothing.Desired Settlement: 378.00

Business

Response:

[redacted]

Reliable Auto & Truck

[redacted]. [redacted]

[redacted]

In regards to your recent experience with us.

I would like to address the charges incurred for work done on your 1995 Cadillac Eldorado during the months of February and March 2015. It seems as though you are concerned that your vehicle was not repaired on your first visit. I therefore would like to review the scenario through our professional eyes.

Upon presentation your vehicle was towed into our shop due to losing power and warning lights on your dash. Your vehicle would also occasionally not come out of park and you would therefore leave it in neutral and place a block at the tires to keep it from rolling.

We then spent some [redacted]e diagnosing the situation and found that your alternator was not charging properly and we recommended replacing it. At that [redacted]e you opted to go ahead and have someone else replace it with a used unit. We then invoiced your repair order for the diagnosis [redacted]e incurred which came to $78.42.

February 12nd, 2015

After you opted to have someone else install a used junk yard alternator, you called back on February 13th and asked us to instead go ahead and replace your alternator here in house. We have test printout of before alternator replacement and after alternator replacement showing that the repair restored proper charging voltages. Following your repair we continued to diagnose the shift interlock problem and we could not duplicate the concern. This led us to believe that the transmission not coming out of park may have been due to low voltage caused by the bad alternator.

February 16th, 2015

After completing alternator replacement and testing, we notified you that the vehicle was ready to be picked up. At that [redacted]e you said that you would be out of town, and asked if it would be ok to pick the car up on February 23rd. During the week the car was here waiting for pickup we ensured that the vehicle would consistently start without concern. The vehicle always started and each [redacted]e the transmission came out of park and the dashboard readout gave no warnings.

February 23rd, 2015

You came to pick up the vehicle and we pulled car up to the front of the shop for you. When you went to leave, the car would not come back out of park. At no charge, we disassembled the console and modified the shifter interlock switch, so the vehicle could be shifted in and out of park without a hitch. This service also enabled you to safely park the vehicle without leaving it in neutral and putting anything under tires.

March 2nd or 3rd, 2015

You called and informed us that the dash light and/or readout came on again. We asked that you bring it back in as soon possible. We suggested that if you could not come by right away it would be a good idea to use your battery charger to keep the system at full charge.

March 5th, 2015

Your vehicle was dropped off at our shop. Retesting the vehicles charging system showed no amps getting to the battery at that [redacted]e. We continued to checked amperage directly at the vehicles recently installed alternator. Proper output was found at the alternator showing that there was a writing issue somewhere between the alternator and the battery. We checked the wiring back from the alternator and found that the voltage regulator connection clip had cracked from age and heat. We replaced the 20 year old connector and retested the charging system showing that once again the vehicles charging system was back up an properly operating.

March 6th, 2015

You came to into the shop to pick up car when we presented your new invoice for $109.17 to cover parts and labor rendered. At this point you became very upset saying you won’t pay for the same repair twice. We Continued to calmly inform you that this was in fact not the same repair twice, but rather two separate concerns with similar symptoms. You insisted that the same thing happened (dash lights and/or readout came on) so therefore it was the same thing and that you would not hear about it. We continued to try to communicate with you that there are different things that could have turned on the dash light, such as bad connection, faulty remanufactured alternator, broken wire, etc. You would not think about or listen to any explanation given, paid the bill and left.

We have communicated with [redacted] and had planned on returning the $109.17 as a service to the valued customer for the difficult situation. However at this [redacted]e we are holding off until the issue has been resolved.

Service Manager

Reliable Auto & Truck

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Consumer

Response:

[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 Administratively Resolved]Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted] The main part of the story at this point is missing. I brought this to the attention of [redacted] who sent a mediator to resolve this matter. it was agreed I would be reimbursed one of my repair costs. I have forwarded this to [redacted] attention [redacted] , the mediator. Good thing I had a mechanic to advice me or I wouldn't have been aware the clip was probably the problem in the first place. Seems like since Reliable Auto had the car for a week, I shouldn't have had to return the car nor had to bring the mechanic back a third [redacted]e to pick up the car.

Business

Response:

The customer is welcome to swing by am pick up the refund check of $109.17 or I would be happy to place it in the mail. We would like to get this issue resolved although there seems to be little patience from the other party involved. We tried to resolve the issue with the customer who would not entertain any sort of explanation at the [redacted]e of pickup. She then contacted [redacted] multiple [redacted]es as well as multiple departments. At that [redacted]e due to the nature of the misunderstanding customer we opted to refund the $109.17 which would resolve the issue. Before we even had a chance to write a response letter and cut a check we were hearing from the Revdex.com. At this point with [redacted] and Revdex.com involved we held onto the check and began mediation. Even following correspondence with Revdex.com, the customer is continuing the complaint through [redacted].

We Would like to ensure that the customer is going to be completely satisfied with the refund of $109.17 to resolve the issue for good between the four parties involved. Reliable Auto & Truck, [redacted], [redacted] and Revdex.com

Thank you!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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. [redacted] said they would make up the differnece. The 109 check was received from Reliable, I cashed it. Thank you Revdex.com for your effecient work on this case. Regards, [redacted]