This letter is in response to the consumer complaint ID number [redacted] we received on May 13,2014. We
regret that this happened to the customer, but she never contacted us about the issues until after she had the vehicle
towed to another shop. The customer repeatedly threatened us by text message...
that she was going to take us to court
without giving us a proper chance to inspect the vehicle and make any repairs that would have been necessary if the
failure was on our part. This customer has had a lot of work done with our company, and the first two times she wrote
us checks that bounced in our bank account and we had to wait weeks to receive payment. Every time she came back
to our shop for additional repairs we had her vehicle towed at our expense as a courtesy to the customer. The
customer is stating that we improperly installed her radiator and that caused the transmission line to wear and burst.
Firstly, the line is rubber and steel, and could rupture at any time due to swelling and or dry rot. That is why there is
no warranty from the parts distributor on rubber lines. Improper installation of a line will not cause it to wear. Wear
happens over time and age. Improper installation would cause the line to separate from the radiator. Upon final
inspection of the vehicle after repairs were done we did not notice any installation issues, wearing or breakage of the
line. If we would have noticed any issues with the line we would have let the customer know. We did not replace the
line, all we did was reattach the line back onto the new radiator. If we did not install the line properly, it would have
fallen off the radiator rather than wear out and the transmission fluid would have been leaking out. The transmission
would have overheated and/or possibly failed due to the fact that the transmission fluid runs through the line to be
cooled by the radiator and there would have been no fluid left in the transmission to be cooled. Upon completion of
every vehicle we take them on a road test. During the road test we checked for any leaks, any signs of overheating from
the engine and the transmission and any warning lights from the computer. We found no leaks, no overheating and
there was no warning lights at that time. We did the repairs on February 23, 2014 and the vehicle was fine until
recently. If the repairs we did were not proper the vehicle would have broken down long before now. We will not
submit any payments at this time. We request receipts from the other shop the customer had the vehicle repaired at
and receipts from the towing company. We will be in touch after receiving the receipts and proper investigation is
performed within our company.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have the receipts for towing and repairs along with pictures of the worn out hose. How would I go about delivering them to you. I have made several calls to the business on the morning of the break down and there after. I have received no call backs or replies to any of the messages left. All of my debts have been paid in full. I have submitted to [redacted] on several occasions the number of the company and the person whom was fixing the car for you to talk to him and take a look at the car. You never called him or came by the shop to take a look at the hose. They were waiting for you to see how you wanted to handle the issue. You never call them like you never called me back.
This letter is in response to the consumer complaint ID number [redacted] we received on May 13,2014. We
regret that this happened to the customer, but she never contacted us about the issues until after she had the vehicle
towed to another shop. The customer repeatedly threatened us by text message...
that she was going to take us to court
without giving us a proper chance to inspect the vehicle and make any repairs that would have been necessary if the
failure was on our part. This customer has had a lot of work done with our company, and the first two times she wrote
us checks that bounced in our bank account and we had to wait weeks to receive payment. Every time she came back
to our shop for additional repairs we had her vehicle towed at our expense as a courtesy to the customer. The
customer is stating that we improperly installed her radiator and that caused the transmission line to wear and burst.
Firstly, the line is rubber and steel, and could rupture at any time due to swelling and or dry rot. That is why there is
no warranty from the parts distributor on rubber lines. Improper installation of a line will not cause it to wear. Wear
happens over time and age. Improper installation would cause the line to separate from the radiator. Upon final
inspection of the vehicle after repairs were done we did not notice any installation issues, wearing or breakage of the
line. If we would have noticed any issues with the line we would have let the customer know. We did not replace the
line, all we did was reattach the line back onto the new radiator. If we did not install the line properly, it would have
fallen off the radiator rather than wear out and the transmission fluid would have been leaking out. The transmission
would have overheated and/or possibly failed due to the fact that the transmission fluid runs through the line to be
cooled by the radiator and there would have been no fluid left in the transmission to be cooled. Upon completion of
every vehicle we take them on a road test. During the road test we checked for any leaks, any signs of overheating from
the engine and the transmission and any warning lights from the computer. We found no leaks, no overheating and
there was no warning lights at that time. We did the repairs on February 23, 2014 and the vehicle was fine until
recently. If the repairs we did were not proper the vehicle would have broken down long before now. We will not
submit any payments at this time. We request receipts from the other shop the customer had the vehicle repaired at
and receipts from the towing company. We will be in touch after receiving the receipts and proper investigation is
performed within our company.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have the receipts for towing and repairs along with pictures of the worn out hose. How would I go about delivering them to you. I have made several calls to the business on the morning of the break down and there after. I have received no call backs or replies to any of the messages left. All of my debts have been paid in full. I have submitted to [redacted] on several occasions the number of the company and the person whom was fixing the car for you to talk to him and take a look at the car. You never called him or came by the shop to take a look at the hose. They were waiting for you to see how you wanted to handle the issue. You never call them like you never called me back.