River's Truck Center, Inc

May 27, 2015*** ***:Please accept this letter as the response I have been asked to make towards *** ***'s rebuttal to our letter of response on May 8thAfter reading his letter, I am honestly having difficulty finding the appropriate words to respondOur letter was objective and to the pointAt no point in the letter did we make ourselves out to be the martyrI also did not in any way belittle his claims, but I did respond to them with informationI guess what I am trying to say here is that I feel as though I am caught in a situation in which a fair outcome is not very feasible.No, we did not put a turbo in *** ***'s vehicleIf we were in fact instructed to do so, we apologize; however, we never charged him for a turbo (or the time to install one)eitherTherefore, his demand that we pay for one seems rather strong from our viewpointThe total he spent at River's Truck Center is all being lumped into one issue in his eyes, and it is not a factual picture that he is drawing.I noted in my first letter that the portion of the bill (Invoice #*** from 4/17/for $5256.37) that is applicable to his complaints is Job B which totals $plus taxWe are offering to send *** *** a refund check for this portion of his billIt would be a total of $In previous discussions (prior to the claim at the Revdex.com), we had offered to put the turbo in *** ***'s truck at no charge if he bought the turboWe would be willing to do this as wellIt is his decision which of those two offers he would like to accept---a refund check of $or the labor for installing a new turbo that he purchasesShould *** *** find both of these scenarios unacceptable, we do not know how it would be beneficial to continue going back and forth in this manner and would appreciate Some intervention to help in alleviating the problem from continuing in this cycleYour help is very much appreciated.Sincerely,WBradley MPresident

Complaint: ***
I am rejecting this response because:
--------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Thu, May 28, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------
From: *** Date: Thu, May 28, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]"
*** ***,
Once again the fact remains rivers did not provide full, quality serviceI still have an issue with my truck and they are unwilling to accommodate meThere is absolutely no way I am going to pay for anything else, so that option is not feasibleAlso, I no longer want them working on my truckThey couldn't fix the issue the first two times so why should I believe they could fix it a third time? I am willing to bend on my solution which was dollars. As I said initially I am not a mechanic, and rivers doesn't think it's the turboSo my solution is to have another garage PROPERLY fix the issue at hand and rivers well pay for and be billed all feesSo I guess I have two options as wellEither pay the 3k or pay for another garage to do the workThank you so much
*** ***
Sent from my ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:--------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Thu, May 28, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** Date: Thu, May 28, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" *** ***,Once again the fact remains rivers did not provide full, quality serviceI still have an issue with my truck and they are unwilling to accommodate meThere is absolutely no way I am going to pay for anything else, so that option is not feasibleAlso, I no longer want them working on my truckThey couldn't fix the issue the first two times so why should I believe they could fix it a third time? I am willing to bend on my solution which was dollars. As I said initially I am not a mechanic, and rivers doesn't think it's the turboSo my solution is to have another garage PROPERLY fix the issue at hand and rivers well pay for and be billed all feesSo I guess I have two options as wellEither pay the 3k or pay for another garage to do the work.Thank you so much*** ***Sent from my ***
Regards,
*** ***

May 27, *** ***:Please accept this letter as the response I have been asked to make towards *** ***'s rebuttal to our letter of response on May 8thAfter reading his letter, I am honestly having difficulty finding the appropriate words to respondOur letter was objective and to the pointAt no point in the letter did we make ourselves out to be the martyrI also did not in any way belittle his claims, but I did respond to them with informationI guess what I am trying to say here is that I feel as though I am caught in a situation in which a fair outcome is not very feasibleNo, we did not put a turbo in *** ***'s vehicleIf we were in fact instructed to do so, we apologize; however, we never charged him for a turbo (or the time to install one)eitherTherefore, his demand that we pay for one seems rather strong from our viewpointThe total he spent at River's Truck Center is all being lumped into one issue in his eyes, and it is not a factual picture that he is drawingI noted in my first letter that the portion of the bill (Invoice #*** from 4/17/for $5256.37) that is applicable to his complaints is Job B which totals $plus taxWe are offering to send *** *** a refund check for this portion of his billIt would be a total of $In previous discussions (prior to the claim at the Revdex.com), we had offered to put the turbo in *** ***'s truck at no charge if he bought the turboWe would be willing to do this as wellIt is his decision which of those two offers he would like to accept---a refund check of $or the labor for installing a new turbo that he purchasesShould *** *** find both of these scenarios unacceptable, we do not know how it would be beneficial to continue going back and forth in this manner and would appreciate Some intervention to help in alleviating the problem from continuing in this cycleYour help is very much appreciatedSincerely,
WBradley MPresident

Complaint: ***
I am rejecting this response because:
-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Tue, May 12, at 11:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: *** *** Date: Mon, May 11, at 1:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]"
*** ***,
I am writing a rebuttal in response to Rivers Truck Centers letterFirst off, I would like to clarify one discrepancyI had stated in my original claim that my initial bill was 2,dollarsAfter reviewing my records I was incorrectThe bill was for as Rivers statedI tried to reach out to the Revdex.com to adjust this inaccuracy but my claimed had already been processed and was ultimately to lateI apologize to all parties First off, my wife and I left a bad review on social media because Rivers did not fulfill their obligation as a repair shopIt had nothing to do with smearing their image, they just simply did not perform very good servicePlain and simple. Just as everyone is free to do after good or bad serviceI don't appreciate the fact that they play the martyr in this situation when I am clearing the one getting the short end of the stick. We do not leave bad reviews just to be spitefulAlso, we later rescinded the review in attempt reconcile our differences Moving on. The claim that my requests are unwarranted is simply preposterous! On two different occasions they never fully fixed my truckRivers went onto say in their statement that on the initial visit I never came back to rectify the situation, which is completely falseI did return, and all they did was clear the codes again and sent me on my wayThe light immediately came back after I left again. As I stated in my initial complaint I never returned after that per lack of funds and the necessity to use the truck.
Later, Rivers goes onto to say that there was no way to know that the turbo was definitely the issueI am no mechanic but if a diagnostic code, active or not, continually reads low turbo boost I would think it generally has something to do with the turboThe fact remains that when I scheduled the truck to be worked on the second time I told MrMcHugh on the phone, it needs inspection and I WANT THE TURBO REPLACED!!! The latter was obviously was never doneIf a light bulb burns out in your house you replace it don't you? You don't go to the breaker box and change a fuseSo if someone asks you to put in a new turbo you it and not go hunting for other issues. Also, Rivers claimed they were "trying to be conscious of my wallet". 5,dollars is hardly being conscious of my wallet The fact remains that I am still driving a truck around with the check engine light onIt is frustrating, but what is more frustrating is the fact that Rivers was unwilling to work with me to "rectify" the situation and thinks I am the one being unreasonable. I stopped communicating with them after I was told that there was no way they were putting a new turbo in for freeI paid 6,dollars now in total and am still having issuesHow much money would they like me to spend until they correct the issue? You would never pay a repair man to fix your broken down furnace only to find out it doesn't blow any air when they are done working on itSo I ask why would I pay a repair shop that amount of money for an incomplete jobFrankly, they are lucky I not asking for a full refundRivers even said so themselves the turbo was worth more then what I am even asking I am a very reasonable person but I do not appreciate the genuine disrespect and mockery Rivers is making of this situationI don't think I am asking for much in this particular situation other then to fix the issue at handThank you very much for your time *** *** and have a great daySincerely,
*** ***

May 8, *** ***:
We are writing this letter in response to the complaint that was received against our company from *** ***We were aware of *** ***'s issues and have attempted to resolve them with him (and his wife) prior to even receiving this notification
However, the customer's requests are unreasonable and unwarranted, and our attempts have admittedly been unsuccessfulPrior to receiving this complaint, we also received a very harmful review from the customer on *** making accusations that we are not a small, local business friendly repair facilityWe have been in business for nearly years, and we have built our business around servicing the businesses in our local areaThe last thing we would do is act as though a small business is "above" us as we were accused by *** *** and his wifeWe are members of this community and take much pride in being a part of itWe are very disconcerted by these accusations, but we cannot succumb to their requests simply to save faceIt is unwarranted, and we stand by that decision.To continue, I will move on to the information regarding these accusationsI have attached the only two bills that we have for *** ***The first is dated 9/4/2015, and it is for $967.40, Though it is not a small bill, it is not nearly the $that is being claimed in the information that I received from youThe customer was contacted and informed that code *** (for the sensor being bad) was activeThe customer told us to replace the sensorsWhen the truck left our shop, there were no active codesThe customer is claiming that the truck was not fixed in the original bill, but we never received the truck back in to rectify these complaints and no complaint of power loss was made at that timeIt is difficult for us to validate issues that are from over months prior to the current timeAs for the second bill, the section of the bill that is applicable to the customer's complaint is Job B (Engine)The total for this portion of the bill is $plus taxThe entire bill was $5,as you will see attached, but there are a number of different repairs that were completed on the truckThe only applicable section for his complaint is Job B in which we were to check for engine light being onThe only active code that was found on the engine was *** (water in fuel sensor circuit high)So, we changed the fuel filterThere were two stored codes in the engineStored codes are something that occurred previously in the engine but are not currently active*** (turbo boost pressure not detected) and *** (generator voltage sensor low) were the two stored codes*** was likely due to a cold weather start and cleared when retestedWe replaced a boost sensor because of stored code ***We road tested the vehicle for about miles working the engine hard to operate all parts of the engine to maximum horse powerNo light returned during our road testWhen the customer picked the truck up, he left and code *** came on againThe customer brought the truck back and we found that was the active codeOur shop foreman cleared the code and retested, it did not returnThe customer discussed that he was tired of the check engine light being on in his truck, but we found no codes to indicate that the turbo was the definitely an issueIt would have been imprudent for us to replace a turbo on a vehicle in which no active codes were indicating that to be the issueA new turbo for this customer's vehicle would run somewhere in the vicinity of $We were attempting to be conscious of the customer's wallet and are being accused of the exact opposite.This customer's vehicle is a *** *** with a *** in itWe are certified to do repairs on *** engine but the *** representatives will not give us warrantable issues on the engines in *** vehiclesWe called and spoke with a *** dealer in an attempt to get more information for the customer for his reoccurring engine light issue with code ***We were waiting on some answers when the customer actually made this complaint and posted the review on ***We were also trying to verify if we could put a turbo in that wasn't labeled for a *** product because it would have saved him a significant amount of moneyWe hadn't been able to fully verify this either before all of this went downWe were trying to help him, but I guess his wife and him saw it differently, *** has an issue in these *** with this occurringWe are not a *** dealer, and therefore, we were not aware of this issueWe have (through research) now found that it is recommended by *** to take the turbo apart and clean it for this issue rather than replace itThis customer did have a significant bill on his last visit, but the applicable portion to his complaint is not to the degree that one would find it appropriate for us to pay for a new turbo to be placed on his truck, especially when that is not what we have now learned is recommended to handle the issueThe maximum disputed amount would be the portion of the bill in Job B for the 4/17/invoiceWe did communicate with Jonathan regarding our findings while his truck was here for repairs and received his approval for the work that was completedWe realize that check engine lights are a frustrating problem, and we were attempting to do our best to assist this customerWe are very upset with the outcome of these events, but we do not feel that we did something terribly wrong to warrant his demandsThrough our many years in business, we have made mistakesWe have made them right when it was warranted, These demands are not fair nor are the accusationsThank you for your time in this matter,Sincerely,
WBradley M

Complaint: ***
I am rejecting this response because:-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Tue, May 12, at 11:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** *** Date: Mon, May 11, at 1:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" *** ***, I am writing a rebuttal in response to Rivers Truck Centers letterFirst off, I would like to clarify one discrepancyI had stated in my original claim that my initial bill was 2,dollarsAfter reviewing my records I was incorrectThe bill was for as Rivers statedI tried to reach out to the Revdex.com to adjust this inaccuracy but my claimed had already been processed and was ultimately to lateI apologize to all parties. First off, my wife and I left a bad review on social media because Rivers did not fulfill their obligation as a repair shopIt had nothing to do with smearing their image, they just simply did not perform very good servicePlain and simple. Just as everyone is free to do after good or bad serviceI don't appreciate the fact that they play the martyr in this situation when I am clearing the one getting the short end of the stick. We do not leave bad reviews just to be spitefulAlso, we later rescinded the review in attempt reconcile our differences. Moving on. The claim that my requests are unwarranted is simply preposterous! On two different occasions they never fully fixed my truckRivers went onto say in their statement that on the initial visit I never came back to rectify the situation, which is completely falseI did return, and all they did was clear the codes again and sent me on my wayThe light immediately came back after I left again. As I stated in my initial complaint I never returned after that per lack of funds and the necessity to use the truck. Later, Rivers goes onto to say that there was no way to know that the turbo was definitely the issueI am no mechanic but if a diagnostic code, active or not, continually reads low turbo boost I would think it generally has something to do with the turboThe fact remains that when I scheduled the truck to be worked on the second time I told MrMcHugh on the phone, it needs inspection and I WANT THE TURBO REPLACED!!! The latter was obviously was never doneIf a light bulb burns out in your house you replace it don't you? You don't go to the breaker box and change a fuseSo if someone asks you to put in a new turbo you it and not go hunting for other issues. Also, Rivers claimed they were "trying to be conscious of my wallet". 5,dollars is hardly being conscious of my wallet. The fact remains that I am still driving a truck around with the check engine light onIt is frustrating, but what is more frustrating is the fact that Rivers was unwilling to work with me to "rectify" the situation and thinks I am the one being unreasonable. I stopped communicating with them after I was told that there was no way they were putting a new turbo in for freeI paid 6,dollars now in total and am still having issuesHow much money would they like me to spend until they correct the issue? You would never pay a repair man to fix your broken down furnace only to find out it doesn't blow any air when they are done working on itSo I ask why would I pay a repair shop that amount of money for an incomplete jobFrankly, they are lucky I not asking for a full refundRivers even said so themselves the turbo was worth more then what I am even asking. I am a very reasonable person but I do not appreciate the genuine disrespect and mockery Rivers is making of this situationI don't think I am asking for much in this particular situation other then to fix the issue at handThank you very much for your time *** *** and have a great day.Sincerely,*** ***

May 8, 2015*** ***:We are writing this letter in response to the complaint that was received against our company from *** ***We were aware of *** ***'s issues and have attempted to resolve them with him (and his wife) prior to even receiving this notificationHowever, the
customer's requests are unreasonable and unwarranted, and our attempts have admittedly been unsuccessfulPrior to receiving this complaint, we also received a very harmful review from the customer on *** making accusations that we are not a small, local business friendly repair facilityWe have been in business for nearly years, and we have built our business around servicing the businesses in our local areaThe last thing we would do is act as though a small business is "above" us as we were accused by *** *** and his wifeWe are members of this community and take much pride in being a part of itWe are very disconcerted by these accusations, but we cannot succumb to their requests simply to save faceIt is unwarranted, and we stand by that decision.To continue, I will move on to the information regarding these accusationsI have attached the only two bills that we have for *** ***The first is dated 9/4/2015, and it is for $967.40, Though it is not a small bill, it is not nearly the $that is being claimed in the information that I received from youThe customer was contacted and informed that code *** (for the sensor being bad) was activeThe customer told us to replace the sensorsWhen the truck left our shop, there were no active codesThe customer is claiming that the truck was not fixed in the original bill, but we never received the truck back in to rectify these complaints and no complaint of power loss was made at that timeIt is difficult for us to validate issues that are from over months prior to the current time.As for the second bill, the section of the bill that is applicable to the customer's complaint is Job B (Engine)The total for this portion of the bill is $plus taxThe entire bill was $5,as you will see attached, but there are a number of different repairs that were completed on the truckThe only applicable section for his complaint is Job B in which we were to check for engine light being onThe only active code that was found on the engine was *** (water in fuel sensor circuit high)So, we changed the fuel filterThere were two stored codes in the engineStored codes are something that occurred previously in the engine but are not currently active*** (turbo boost pressure not detected) and *** (generator voltage sensor low) were the two stored codes*** was likely due to a cold weather start and cleared when retestedWe replaced a boost sensor because of stored code ***We road tested the vehicle for about miles working the engine hard to operate all parts of the engine to maximum horse powerNo light returned during our road testWhen the customer picked the truck up, he left and code *** came on againThe customer brought the truck back and we found that was the active codeOur shop foreman cleared the code and retested, it did not returnThe customer discussed that he was tired of the check engine light being on in his truck, but we found no codes to indicate that the turbo was the definitely an issueIt would have been imprudent for us to replace a turbo on a vehicle in which no active codes were indicating that to be the issueA new turbo for this customer's vehicle would run somewhere in the vicinity of $We were attempting to be conscious of the customer's wallet and are being accused of the exact opposite.This customer's vehicle is a *** *** with a *** in itWe are certified to do repairs on *** engine but the *** representatives will not give us warrantable issues on the engines in *** vehiclesWe called and spoke with a *** dealer in an attempt to get more information for the customer for his reoccurring engine light issue with code ***We were waiting on some answers when the customer actually made this complaint and posted the review on ***We were also trying to verify if we could put a turbo in that wasn't labeled for a *** product because it would have saved him a significant amount of moneyWe hadn't been able to fully verify this either before all of this went downWe were trying to help him, but I guess his wife and him saw it differently, *** has an issue in these *** with this occurringWe are not a *** dealer, and therefore, we were not aware of this issueWe have (through research) now found that it is recommended by *** to take the turbo apart and clean it for this issue rather than replace it.This customer did have a significant bill on his last visit, but the applicable portion to his complaint is not to the degree that one would find it appropriate for us to pay for a new turbo to be placed on his truck, especially when that is not what we have now learned is recommended to handle the issueThe maximum disputed amount would be the portion of the bill in Job B for the 4/17/invoiceWe did communicate with Jonathan regarding our findings while his truck was here for repairs and received his approval for the work that was completedWe realize that check engine lights are a frustrating problem, and we were attempting to do our best to assist this customerWe are very upset with the outcome of these events, but we do not feel that we did something terribly wrong to warrant his demandsThrough our many years in business, we have made mistakesWe have made them right when it was warranted, These demands are not fair nor are the accusationsThank you for your time in this matter,Sincerely, WBradley M