Reliance Automotive Inc.

Initial Business Response /* (1000, 5, 2015/09/18) */
The customer had additional repairs made to the vehicle with additional parts and substantial labor not charged to the customerRepairs made were substantially deeper than that represented by the customer
We never represented or discussed
that there would be any compensation for a rental vehicle
The customer has signed a full and legal release as this matter has been resolved

Initial Business Response /* (1000, 5, 2015/09/18) */
The customer had additional repairs made to the vehicle with additional parts and substantial labor not charged to the customer Repairs made were substantially deeper than that represented by the customer
We never represented or discussed
that there would be any compensation for a rental vehicle
The customer has signed a full and legal release as this matter has been resolved

The customer was advised that master switch on the driver's door had failed and would need to be replaced as a first step to diagnose the window operation. The switch is obsolete and not available as new. The customer found a switch on line that was not an exact match, however it could
make it work, the wiring would take additional time. The customer approved and was told that this was a fist step, we could not go forward without replacing the master switch.After replacement of the switch we could troubleshoot, and found additional issues that would need to be corrected to make the windows function. We charged the customer according to the estimate given, and represented it as a first step. The vehicle is years old, additional issues tend to arise after, vehicle restoration can be expensive. It is the decision of the customer to go further to proceed with repairs, which were not authorized, we stopped at the point at which we estimated to the customer. We do expect the customer to pay for and pick up the vehicle after completion of the work or storage charges will apply

The vehicle is a GMC Yukon model year with 260,miles, this was the first time Reliance has worked on the vehicle, as a result we have no maintenance history detailing what has been done to the vehicle in the last years. The vehicle was towed to Reliance, as it would not start, as a
result we have no idea of what systems on the vehicle are operative and had never heard the engine run.We diagnosed a failed fuel pump, the customer approved repair, we installed the fuel pump and the vehicle started and ran. When the customer picked up the vehicle he remarked that the engine was noisy, again we never heard the engine run until we made repairs. The most likely cause was that when the vehicle did not start and the customer cranked without the vehicle starting it may have flooded the engine, we told the customer that is should quiet down if this is the case, and the customer reported that the engine noise had gotten better, again this noise was cot caused by Reliance or attributable to replacement of the fuel pump.The customer returned a few days later stating that his fuel gauge was not working. Reliance spent hours at no charge to the customer to remove the vehicle fuel tank and recheck operation of the fuel pump. On Reliance no charge invoice findings were detailed in writing and explained to the customer, We have a specific General Motors test tool that verified that the float in the fuel pump was operative, therefore the fuel gauge was not working due to other issues, not the fuel pump installed by Reliance. Reliance went above and beyond to double check our work performed at no charge to the customer. Further chargeable diagnostic would be required to determine why the fuel gauge was not working, the customer declined. Again, the vehicle was brought to Reliance not running, we had no idea if the fuel gauge was working or working correctly. We did double check our work, and the fuel pump had no relation to the gauge being inoperative.The vehicle is starting and running, we made proper repairs to address the no start complaint that the vehicle owner brought to Reliance to be repaired.The customer threatened Reliance that he would get a lawyer, and the customer further stated that he had nothing but time on his hands and would cause up considerable loss of time.Again we proved that the inoperative fuel gauge is not inoperative due to the fuel pump installed and refused to pay for further diagnostics to identify the unrelated cause of the inoperative fuel gauge. The vehicle was properly repaired and addressed the no start condition that the vehicle was towed to Reliance to repair.

Initial Business Response /* (1000, 5, 2015/10/07) */
Customer phoned in asking price to replace valve cover gaskets, over the phone estimates are not an accurate quote Until we have the vehicle to make sure we have the correct size engine and VIN number and verify the complaint we are unable to
give anything but a guide price, if any
Once we got the correct vehicle information the customer was phoned with an accurate estimate, his reply was I cannot afford that At this point no repairs were made and the customer owed no money to Reliance The customer picked up his vehicle and there were no charges We do not perform work without giving the customer an estimate and getting an approval, as was validated in this case
Reliance did not perform any work, nor did the customer incur any charges
We understand the customer is upset and was given an apology for any misunderstanding We do not give firm phone pricing and cannot until we see the vehicle and verify information as stated above
We are sorry that the customer cannot afford the repairs, however we cannot share the liability as no work was performed, the customer was not charged any money, and declined repairs after an accurate estimate was given

The customer was advised that master switch on the driver's door had failed and would need to be replaced as a first step to diagnose the window operation.? The switch is obsolete and not available as new.? The customer found a switch on line that was not an exact match, however it could
make it work, the wiring would take additional time.? The customer approved and was told that this was a fist step, we could not go forward without replacing the master switch.After replacement of the switch we could troubleshoot, and found additional issues that would need to be corrected to make the windows function.? We charged the customer according to the estimate given, and represented it as a first step.? The vehicle is years old, additional issues tend to arise after, vehicle restoration can be expensive.? It is the decision of the customer to go further to proceed with repairs, which were not authorized, we stopped at the point at which we estimated to the customer.? We do expect the customer to pay for and pick up the vehicle after completion of the work or storage charges will apply.? ?

Initial Business Response /* (1000, 5, 2015/10/07) */
Customer phoned in asking price to replace valve cover gaskets, over the phone estimates are not an accurate quote. Until we have the vehicle to make sure we have the correct size engine and VIN number and verify the complaint we are unable to...

give anything but a guide price, if any.
Once we got the correct vehicle information the customer was phoned with an accurate estimate, his reply was I cannot afford that. At this point no repairs were made and the customer owed no money to Reliance The customer picked up his vehicle and there were no charges. We do not perform work without giving the customer an estimate and getting an approval, as was validated in this case.
Reliance did not perform any work, nor did the customer incur any charges.
We understand the customer is upset and was given an apology for any misunderstanding. We do not give firm phone pricing and cannot until we see the vehicle and verify information as stated above.
We are sorry that the customer cannot afford the repairs, however we cannot share the liability as no work was performed, the customer was not charged any money, and declined repairs after an accurate estimate was given

The vehicle is a GMC Yukon model year 2004 with 260,134 miles, this was the first time Reliance has worked on the vehicle, as a result we have no maintenance history detailing what has been done to the vehicle in the last 16 years.  The vehicle was towed to Reliance, as it would not start, as a...

result we have no idea of what systems on the vehicle are operative and had never heard the engine run.We diagnosed a failed fuel pump, the customer approved repair, we installed the fuel pump and the vehicle started and ran.  When the customer picked up the vehicle he remarked that the engine was noisy, again we never heard the engine run until we made repairs.  The most likely cause was that when the vehicle did not start and the customer cranked without the vehicle starting it may have flooded the engine, we told the customer that is should quiet down if this is the case, and the customer reported that the engine noise had gotten better, again this noise was cot caused by Reliance or attributable to replacement of the fuel pump.The customer returned a few days later stating that his fuel gauge was not working.  Reliance spent 5 hours at no charge to the customer to remove the vehicle fuel tank and recheck operation of the fuel pump.  On Reliance no charge invoice findings were detailed in writing and explained to the customer,  We have a specific General Motors test tool that verified that the float in the fuel pump was operative, therefore the fuel gauge was not working due to other issues, not the fuel pump installed by Reliance.  Reliance went above and beyond to double check our work performed at no charge to the customer.  Further chargeable diagnostic would be required to determine why the fuel gauge was not working, the customer declined.  Again, the vehicle was brought to Reliance not running, we had no idea if the fuel gauge was working or working correctly.  We did double check our work,  and the fuel pump had no relation to the gauge being inoperative.The vehicle is starting and running, we made proper repairs to address the no start complaint that the vehicle owner brought to Reliance to be repaired.The customer threatened Reliance that he would get a lawyer, and the customer further stated that he had nothing but time on his hands and would cause up considerable loss of time.Again we proved that the inoperative fuel gauge is not inoperative due to the fuel pump installed and refused to pay for further diagnostics to identify the unrelated cause of the inoperative fuel gauge.  The vehicle was properly repaired and addressed the no start condition that the vehicle was towed to Reliance to repair.