May 8, 2015[redacted]:We are writing this letter in response to the complaint that was received against our company from [redacted]. We were aware of [redacted]'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 unsuccessful. Prior to receiving this complaint, we also received a very harmful review from the customer on [redacted] making accusations that we are not a small, local business friendly repair facility. We have been in business for nearly 40 years, and we have built our business around servicing the businesses in our local area. The last thing we would do is act as though a small business is "above" us as we were accused by [redacted] and his wife. We are members of this community and take much pride in being a part of it. We are very disconcerted by these accusations, but we cannot succumb to their requests simply to save face. It is unwarranted, and we stand by that decision.To continue, I will move on to the information regarding these accusations. I have attached the only two bills that we have for [redacted]. 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 $2000.00 that is being claimed in the information that I received from you. The customer was contacted and informed that code [redacted] (for the 02 sensor being bad) was active. The customer told us to replace the sensors. When the truck left our shop, there were no active codes. The 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 time. It is difficult for us to validate issues that are from over 6 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 $498.09 plus tax. The entire bill was $5,256.37 as you will see attached, but there are a number of different repairs that were completed on the truck. The only applicable section for his complaint is Job B in which we were to check for engine light being on. The only active code that was found on the engine was [redacted] (water in fuel sensor circuit high). So, we changed the fuel filter. There were two stored codes in the engine. Stored codes are something that occurred previously in the engine but are not currently active. [redacted] (turbo boost pressure not detected) and [redacted] (generator voltage sensor low) were the two stored codes. [redacted] was likely due to a cold weather start and cleared when retested. We replaced a boost sensor because of stored code [redacted]. We road tested the vehicle for about 20 miles working the engine hard to operate all parts of the engine to maximum horse power. No light returned during our road test. When the customer picked the truck up, he left and code [redacted] came on again. The customer brought the truck back and we found that was the active code. Our shop foreman cleared the code and retested, it did not return. The 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 issue. It would have been imprudent for us to replace a turbo on a vehicle in which no active codes were indicating that to be the issue. A new turbo for this customer's vehicle would run somewhere in the vicinity of $4000.00. 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 [redacted] with a [redacted] in it. We are certified to do repairs on [redacted] engine but the [redacted] representatives will not give us warrantable issues on the engines in [redacted] vehicles. We called and spoke with a [redacted] dealer in an attempt to get more information for the customer for his reoccurring engine light issue with code [redacted]. We were waiting on some answers when the customer actually made this complaint and posted the review on [redacted]. We were also trying to verify if we could put a turbo in that wasn't labeled for a [redacted] product because it would have saved him a significant amount of money. We hadn't been able to fully verify this either before all of this went down. We were trying to help him, but I guess his wife and him saw it differently, [redacted] has an issue in these [redacted] with this occurring. We are not a [redacted] dealer, and therefore, we were not aware of this issue. We have (through research) now found that it is recommended by [redacted] 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 issue. The maximum disputed amount would be the portion of the bill in Job B for the 4/17/15 invoice. We did communicate with Jonathan regarding our findings while his truck was here for repairs and received his approval for the work that was completed. We realize that check engine lights are a frustrating problem, and we were attempting to do our best to assist this customer. We are very upset with the outcome of these events, but we do not feel that we did something terribly wrong to warrant his demands. Through our many years in business, we have made mistakes. We have made them right when it was warranted, These demands are not fair nor are the accusations. Thank you for your time in this matter,Sincerely, W. Bradley M
Complaint: [redacted]
I am rejecting this response because:-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, May 12, 2015 at 11:05 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Mon, May 11, 2015 at 1:13 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>[redacted], I am writing a rebuttal in response to Rivers Truck Centers letter. First off, I would like to clarify one discrepancy. I had stated in my original claim that my initial bill was 2,000 dollars. After reviewing my records I was incorrect. The bill was for 967.40 as Rivers stated. I tried to reach out to the Revdex.com to adjust this inaccuracy but my claimed had already been processed and was ultimately to late. I 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 shop. It had nothing to do with smearing their image, they just simply did not perform very good service. Plain and simple. Just as everyone is free to do after good or bad service. I 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 spiteful. Also, 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 truck. Rivers went onto say in their statement that on the initial visit I never came back to rectify the situation, which is completely false. I did return, and all they did was clear the codes again and sent me on my way. The 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 issue. I 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 turbo. The fact remains that when I scheduled the truck to be worked on the second time I told Mr. McHugh on the phone, it needs inspection and I WANT THE TURBO REPLACED!!! The latter was obviously was never done. If 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 fuse. So 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". 5,000 dollars is hardly being conscious of my wallet. The fact remains that I am still driving a truck around with the check engine light on. It 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 free. I paid 6,000 dollars now in total and am still having issues. How 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 it. So I ask why would I pay a repair shop that amount of money for an incomplete job. Frankly, they are lucky I not asking for a full refund. Rivers 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 situation. I don't think I am asking for much in this particular situation other then to fix the issue at hand. Thank you very much for your time [redacted] and have a great day.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:--------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, May 28, 2015 at 10:14 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, May 28, 2015 at 9:54 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>[redacted],Once again the fact remains rivers did not provide full, quality service. I still have an issue with my truck and they are unwilling to accommodate me. There is absolutely no way I am going to pay for anything else, so that option is not feasible. Also, I no longer want them working on my truck. They 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 3000 dollars. As I said initially I am not a mechanic, and rivers doesn't think it's the turbo. So my solution is to have another garage PROPERLY fix the issue at hand and rivers well pay for and be billed all fees. So I guess I have two options as well. Either pay the 3k or pay for another garage to do the work.Thank you so much[redacted]Sent from my [redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
--------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, May 28, 2015 at 10:14 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------
From: [redacted] <[redacted].com>Date: Thu, May 28, 2015 at 9:54 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
[redacted],
Once again the fact remains rivers did not provide full, quality service. I still have an issue with my truck and they are unwilling to accommodate me. There is absolutely no way I am going to pay for anything else, so that option is not feasible. Also, I no longer want them working on my truck. They 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 3000 dollars. As I said initially I am not a mechanic, and rivers doesn't think it's the turbo. So my solution is to have another garage PROPERLY fix the issue at hand and rivers well pay for and be billed all fees. So I guess I have two options as well. Either pay the 3k or pay for another garage to do the work.
Thank you so much
[redacted]
Sent from my [redacted]
Regards,
[redacted]
May 8, 2015[redacted]:We are writing this letter in response to the complaint that was received against our company from [redacted]. We were aware of [redacted]'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 unsuccessful. Prior to receiving this complaint, we also received a very harmful review from the customer on [redacted] making accusations that we are not a small, local business friendly repair facility. We have been in business for nearly 40 years, and we have built our business around servicing the businesses in our local area. The last thing we would do is act as though a small business is "above" us as we were accused by [redacted] and his wife. We are members of this community and take much pride in being a part of it. We are very disconcerted by these accusations, but we cannot succumb to their requests simply to save face. It is unwarranted, and we stand by that decision.To continue, I will move on to the information regarding these accusations. I have attached the only two bills that we have for [redacted]. 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 $2000.00 that is being claimed in the information that I received from you. The customer was contacted and informed that code [redacted] (for the 02 sensor being bad) was active. The customer told us to replace the sensors. When the truck left our shop, there were no active codes. The 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 time. It is difficult for us to validate issues that are from over 6 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 $498.09 plus tax. The entire bill was $5,256.37 as you will see attached, but there are a number of different repairs that were completed on the truck. The only applicable section for his complaint is Job B in which we were to check for engine light being on. The only active code that was found on the engine was [redacted] (water in fuel sensor circuit high). So, we changed the fuel filter. There were two stored codes in the engine. Stored codes are something that occurred previously in the engine but are not currently active. [redacted] (turbo boost pressure not detected) and [redacted] (generator voltage sensor low) were the two stored codes. [redacted] was likely due to a cold weather start and cleared when retested. We replaced a boost sensor because of stored code [redacted]. We road tested the vehicle for about 20 miles working the engine hard to operate all parts of the engine to maximum horse power. No light returned during our road test. When the customer picked the truck up, he left and code [redacted] came on again. The customer brought the truck back and we found that was the active code. Our shop foreman cleared the code and retested, it did not return. The 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 issue. It would have been imprudent for us to replace a turbo on a vehicle in which no active codes were indicating that to be the issue. A new turbo for this customer's vehicle would run somewhere in the vicinity of $4000.00. 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 [redacted] with a [redacted] in it. We are certified to do repairs on [redacted] engine but the [redacted] representatives will not give us warrantable issues on the engines in [redacted] vehicles. We called and spoke with a [redacted] dealer in an attempt to get more information for the customer for his reoccurring engine light issue with code [redacted]. We were waiting on some answers when the customer actually made this complaint and posted the review on [redacted]. We were also trying to verify if we could put a turbo in that wasn't labeled for a [redacted] product because it would have saved him a significant amount of money. We hadn't been able to fully verify this either before all of this went down. We were trying to help him, but I guess his wife and him saw it differently, [redacted] has an issue in these [redacted] with this occurring. We are not a [redacted] dealer, and therefore, we were not aware of this issue. We have (through research) now found that it is recommended by [redacted] 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 issue. The maximum disputed amount would be the portion of the bill in Job B for the 4/17/15 invoice. We did communicate with Jonathan regarding our findings while his truck was here for repairs and received his approval for the work that was completed. We realize that check engine lights are a frustrating problem, and we were attempting to do our best to assist this customer. We are very upset with the outcome of these events, but we do not feel that we did something terribly wrong to warrant his demands. Through our many years in business, we have made mistakes. We have made them right when it was warranted, These demands are not fair nor are the accusations. Thank you for your time in this matter,Sincerely, W. Bradley M
Complaint: [redacted]
I am rejecting this response because:-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, May 12, 2015 at 11:05 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Mon, May 11, 2015 at 1:13 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>[redacted], I am writing a rebuttal in response to Rivers Truck Centers letter. First off, I would like to clarify one discrepancy. I had stated in my original claim that my initial bill was 2,000 dollars. After reviewing my records I was incorrect. The bill was for 967.40 as Rivers stated. I tried to reach out to the Revdex.com to adjust this inaccuracy but my claimed had already been processed and was ultimately to late. I 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 shop. It had nothing to do with smearing their image, they just simply did not perform very good service. Plain and simple. Just as everyone is free to do after good or bad service. I 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 spiteful. Also, 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 truck. Rivers went onto say in their statement that on the initial visit I never came back to rectify the situation, which is completely false. I did return, and all they did was clear the codes again and sent me on my way. The 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 issue. I 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 turbo. The fact remains that when I scheduled the truck to be worked on the second time I told Mr. McHugh on the phone, it needs inspection and I WANT THE TURBO REPLACED!!! The latter was obviously was never done. If 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 fuse. So 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". 5,000 dollars is hardly being conscious of my wallet. The fact remains that I am still driving a truck around with the check engine light on. It 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 free. I paid 6,000 dollars now in total and am still having issues. How 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 it. So I ask why would I pay a repair shop that amount of money for an incomplete job. Frankly, they are lucky I not asking for a full refund. Rivers 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 situation. I don't think I am asking for much in this particular situation other then to fix the issue at hand. Thank you very much for your time [redacted] and have a great day.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:--------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, May 28, 2015 at 10:14 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, May 28, 2015 at 9:54 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>[redacted],Once again the fact remains rivers did not provide full, quality service. I still have an issue with my truck and they are unwilling to accommodate me. There is absolutely no way I am going to pay for anything else, so that option is not feasible. Also, I no longer want them working on my truck. They 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 3000 dollars. As I said initially I am not a mechanic, and rivers doesn't think it's the turbo. So my solution is to have another garage PROPERLY fix the issue at hand and rivers well pay for and be billed all fees. So I guess I have two options as well. Either pay the 3k or pay for another garage to do the work.Thank you so much[redacted]Sent from my [redacted]
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
--------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, May 28, 2015 at 10:14 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------
From: [redacted] <[redacted].com>Date: Thu, May 28, 2015 at 9:54 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
[redacted],
Once again the fact remains rivers did not provide full, quality service. I still have an issue with my truck and they are unwilling to accommodate me. There is absolutely no way I am going to pay for anything else, so that option is not feasible. Also, I no longer want them working on my truck. They 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 3000 dollars. As I said initially I am not a mechanic, and rivers doesn't think it's the turbo. So my solution is to have another garage PROPERLY fix the issue at hand and rivers well pay for and be billed all fees. So I guess I have two options as well. Either pay the 3k or pay for another garage to do the work.
Thank you so much
[redacted]
Sent from my [redacted]
Regards,
[redacted]