Riverside Auto Service

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Contact Name and Title: [redacted] /Owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @yahoo.com Revdex.com NBroadway, STE Saint Louis, MOXXXXX Tel: XXX-XXX-XXXX Fax: XXX-XXX-XXXX ***@stlouisRevdex.com.org RE: Case # [redacted] On April 25, Customer had vehicle delivered to our location to install a used engineThe engine customer chose had 50,in miles and came with a 3YR/36K mile part warrantyThis engine was installed and customer picked up the car On September 15, Customer called with explanation the engine had died while driving, requested a tow service referral and diagnostic The tech found the engine had major internal damageThe engine had no oil or coolant and no signs of leaksTech as well noted engine heat tab was melted off of the engineIn clear view, the oil change sticker and dated oil filter indicated the oil change is about 11,miles since last performed All information collected was provided to the warranty companyThe warranty claim was declined due to lack of maintenance/customer neglectAdvised customer, shortly thereafter customer indicated (when retrieving personal effects from his vehicle) that he had resolved to trade in on a new car, the dealer would have the car picked up and acknowledged will return with tow fee before the car was picked up To this day the vehicle remains at the shop, the customer has balance due for the tow fee Thank you for your time and efforts Sincerely yours, [redacted] /Owner Riverside Auto Service

Initial Business Response /* (1000, 5, 2015/12/09) */
Contact Name and Title: *** ***/Owner
Contact Phone: XXXXXXXXXX
Contact Email: ***@yahoo.com
Revdex.com
NBroadway, STE
Saint Louis, MOXXXXX
Tel: XXX-XXX-XXXX Fax:
XXX-XXX-XXXX
***@stlouisRevdex.com.org
RE: Case # *** *** ***
On April 25, Customer had vehicle delivered to our location to install a used engineThe engine customer chose had 50,in miles and came with a 3YR/36K mile part warrantyThis engine was installed and customer picked up the car
On September 15, Customer called with explanation the engine had died while driving, requested a tow service referral and diagnostic
The tech found the engine had major internal damageThe engine had no oil or coolant and no signs of leaksTech as well noted engine heat tab was melted off of the engineIn clear view, the oil change sticker and dated oil filter indicated the oil change is about 11,miles since last performed
All information collected was provided to the warranty companyThe warranty claim was declined due to lack of maintenance/customer neglectAdvised customer, shortly thereafter customer indicated (when retrieving personal effects from his vehicle) that he had resolved to trade in on a new car, the dealer would have the car picked up and acknowledged will return with tow fee before the car was picked up
To this day the vehicle remains at the shop, the customer has balance due for the tow fee
Thank you for your time and efforts
Sincerely yours,
*** ***/Owner
Riverside Auto Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate the help but I would like to cancel the complaint they fix my car and it's OK now
Sincerely,
*** ***

RE: Complaint No***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? November 30, ? ? We hope this finds you well and having a good day This letter comes to you in a continuous effort to work with consumer and to clarify circumstances that lead to the application of our Storage Policy: $25/day [7] days following completion of repair and/or diagnoses Sometime in late April of consumer called into our shop as referred by *** *** *** to request a quote to replace engine assemblyWe provided an estimate with note we are a first come, first serve shop in respect to installations/major repairsConsumer requested a tow service, we then referred her to *** ***Soon following her vehicle arrived: May 5, 2016; we paid the tow fee on arrival and added to her repair bill per customer accommodationWhen we called to confirm delivery, consumer requested a second opinion diagnoses to confirm engine was bad On May 6, we called and spoke with consumer regarding the details of the free of charge diagnostic as follows: Tech found battery dead, engine oil way overfull and coolant contaminated, engine will not crank, recommend replace engine assembly and recheckIn this conversation consumer replied with approval and had engine delivered May 11, 2016; we called consumer on arrival and gave reminder of our installation schedule Going forward in schedule, on July 12, we completed repairsOn this day, we called consumer and left voice mail of repair completionConsumer and friend (***) came to our location and picked up car on July Please note, her friend was the primary caller in the process of installation and returnHe indicated in every conversation consumer wished for him to call on her behalf as she was not reachableWe spoke with him regularly Approximately [3] days following pickup consumer and friend called with symptoms: check engine light, engine runs rough, acts like it wants to shut off and has a very small oil leak under the engineWe advised to have delivered via tow as soon as possibleVehicle returned the next day and an ASE certified technician diagnosed the symptomsDiagnoses results revealed engine has an internal failure (defective part)As a good business practice we do not burden customers with a diagnostic fee when repairs are made On or around July 25, we followed up with both *** *** *** and consumer by phoneWe were told at that time *** *** ***’s owner/*** responded with offer to the consumer to find comparable replacement engine with possibility to assist with the repeat labor costs or will be consumer responsibility (to be worked out on their side).? The next call into our shop took place on August 8, The primary caller requested status of vehicle and repair, we replied to the best of our knowledge we were awaiting delivery for the replacement engine and suggested he or consumer call ***/owner at *** to find etaHe ended the call without relevance? ? On or around August 31, we received a charge back letter dated August 27, Consumer had disputed the full amount of charges to include: Tow Fee, Labor to replace engine, fluids/filter and recommended related parts approved by herWith confusion, we made several attempts to reach consumer by phone, left message/s to both parties to contact us as soon as possible to help us understand the issueWe were unsuccessful in our attempts, so we then called upon ***/owner at *** to inquireIt was then found the consumer was honored a refund of the full cost of the used engine on August 4, We waited for consumer response, made additional attempts by phone to no avail….What more, we proactively responded to charge back payment center and since received funds back to our account: October 4, Following the last aforementioned call into our shop dated August 8, 2016, we were not made aware by consumer of her used engine refund received, nor did consumer share plans to process chargeback and/or any other actions she planned to takePlease know had consumer communicated respective plans (rebuild engine) certainly accommodation would have been deemed worthy by us On September 16, a certified letter was sent to consumer with indication of the challenges of reaching her and the length of time this vehicle has remained on said premisesI have enclosed the letter and confirmation of receiptConsumer signed and received on September 22, On September 22, consumer called into shop and asked what the storage amount is, provided as of today, said was going to have rebuilt engine installed but we take too long??? Advised we have been waiting for a response and/or authorization to do anything for months and all we have done is diagnose and store the car at this point, she said ok and disconnected call On September 29, consumer arrived at our location with St Charles Sherriff’s Department, asked to take car without paying balance due, declined, asked to take belongings from the car without paying balance due, declined, everyone left On October 7, her friend (***) called to offer title as the legal owner (in order to be able to retrieve personal effects from vehicle), replied by stating we have no interest in vehicle however will consult with attorney and call back On or around October 11, we received a letter from the Attorney General of Missouri, with claims of improper work of the initial job, no additional work was performed and did not receive call to pick up vehiclePlease note, there has been no reply received from the Attorney General following our response submitted: October 25, and considered the matter closed with their officeNote, our known guarantee: We stand by our workmanship 100% and guarantee all repairs have been done correctly for as long as customer owns the vehicleAll parts approved by customer and purchased through our shop come with a 12month 12k mile warranty (labor included)-although no labor is charged to install approved related parts at the time of engine installation, it is still there for our customers? ? In closing, we invite consumer to settle the balance and have vehicle delivered to another ASE certified repair facility for diagnostics related to consumer claimsIn fact, we will resolve with compensation if there is failure on our part found by a reputable businessPlease be made aware, the salvage yards policy would not have afforded consumer a refund had there been any wrong doing on our part and will bring witness to that effect, if necessary We sincerely trust our reply will assist in rectifying these unforeseen circumstances we have found while doing our best to help consumer through-out the scope of our practicesTo this day, the vehicle remains on our lot Thank you for your time and attention in this matter Respectively yours, *** ***/Owner

Consumer left with vehicle on 7-3-completely satisfied per signature on file, in addition shared verbally will reverse above complaintRespectively yours,*** ***/ownerRiverside Auto Service?

RE: Complaint No. [redacted]...

                                        ...⇄                                         ...⇄ November 30, 2016     We hope this finds you well and having a good day. This letter comes to you in a continuous effort to work with consumer and to clarify circumstances that lead to the application of our Storage Policy: $25/day [7] days following completion of repair and/or diagnoses. Sometime in late April of 2016 consumer called into our shop as referred by [redacted] to request a quote to replace engine assembly. We provided an estimate with note we are a first come, first serve shop in respect to installations/major repairs. Consumer requested a tow service, we then referred her to [redacted]. Soon following her vehicle arrived: May 5, 2016; we paid the tow fee on arrival and added to her repair bill per customer accommodation. When we called to confirm delivery, consumer requested a second opinion diagnoses to confirm engine was bad. On May 6, 2016 we called and spoke with consumer regarding the details of the free of charge diagnostic as follows: Tech found battery dead, engine oil way overfull and coolant contaminated, engine will not crank, recommend replace engine assembly and recheck. In this conversation consumer replied with approval and had engine delivered May 11, 2016; we called consumer on arrival and gave reminder of our installation schedule. Going forward in schedule, on July 12, 2016 we completed repairs. On this day, we called consumer and left voice mail of repair completion. Consumer and friend ([redacted]) came to our location and picked up car on July 15. 2016. Please note, her friend was the primary caller in the process of installation and return. He indicated in every conversation consumer wished for him to call on her behalf as she was not reachable. We spoke with him regularly. Approximately [3] days following pickup consumer and friend called with symptoms: check engine light, engine runs rough, acts like it wants to shut off and has a very small oil leak under the engine. We advised to have delivered via tow as soon as possible. Vehicle returned the next day and an ASE certified technician diagnosed the symptoms. Diagnoses results revealed engine has an internal failure (defective part). As a good business practice we do not burden customers with a diagnostic fee when repairs are made. On or around July 25, 2016 we followed up with both [redacted] and consumer by phone. We were told at that time [redacted]’s owner/[redacted] responded with offer to the consumer to find comparable replacement engine with possibility to assist with the repeat labor costs or will be consumer responsibility (to be worked out on their side).  The next call into our shop took place on August 8, 2016. The primary caller requested status of vehicle and repair, we replied to the best of our knowledge we were awaiting delivery for the replacement engine and suggested he or consumer call [redacted]/owner at [redacted] to find eta. He ended the call without relevance.    On or around August 31, 2016 we received a charge back letter dated August 27, 2016. Consumer had disputed the full amount of charges to include: Tow Fee, Labor to replace engine, fluids/filter and recommended related parts approved by her. With confusion, we made several attempts to reach consumer by phone, left message/s to both parties to contact us as soon as possible to help us understand the issue. We were unsuccessful in our attempts, so we then called upon [redacted]/owner at [redacted] to inquire. It was then found the consumer was honored a refund of the full cost of the used engine on August 4, 2016. We waited for consumer response, made additional attempts by phone to no avail….What more, we proactively responded to charge back payment center and since received funds back to our account: October 4, 2016. Following the last aforementioned call into our shop dated August 8, 2016, we were not made aware by consumer of her used engine refund received, nor did consumer share plans to process chargeback and/or any other actions she planned to take. Please know had consumer communicated respective plans (rebuild engine) certainly accommodation would have been deemed worthy by us. On September 16, 2016 a certified letter was sent to consumer with indication of the challenges of reaching her and the length of time this vehicle has remained on said premises. I have enclosed the letter and confirmation of receipt. Consumer signed and received on September 22, 2016. On September 22, 2016 consumer called into shop and asked what the storage amount is, provided 1284.99 as of today, said was going to have rebuilt engine installed but we take too long??? Advised we have been waiting for a response and/or authorization to do anything for months and all we have done is diagnose and store the car at this point, she said ok and disconnected call. On September 29, 2016 consumer arrived at our location with St Charles Sherriff’s Department, asked to take car without paying balance due, declined, asked to take belongings from the car without paying balance due, declined, everyone left. On October 7, 2016 her friend ([redacted]) called to offer title as the legal owner (in order to be able to retrieve personal effects from vehicle), replied by stating we have no interest in vehicle however will consult with attorney and call back. On or around October 11, 2016 we received a letter from the Attorney General of Missouri, with claims of improper work of the initial job, no additional work was performed and did not receive call to pick up vehicle. Please note, there has been no reply received from the Attorney General following our response submitted: October 25, 2016 and considered the matter closed with their office. Note, our known guarantee: We stand by our workmanship 100% and guarantee all repairs have been done correctly for as long as customer owns the vehicle. All parts approved by customer and purchased through our shop come with a 12month 12k mile warranty (labor included)-although no labor is charged to install approved related parts at the time of engine installation, it is still there for our customers.    In closing, we invite consumer to settle the balance and have vehicle delivered to another ASE certified repair facility for diagnostics related to consumer claims. In fact, we will resolve with compensation if there is failure on our part found by a reputable business. Please be made aware, the salvage yards policy would not have afforded consumer a refund had there been any wrong doing on our part and will bring witness to that effect, if necessary. We sincerely trust our reply will assist in rectifying these unforeseen circumstances we have found while doing our best to help consumer through-out the normal scope of our practices. To this day, the vehicle remains on our lot. Thank you for your time and attention in this matter. Respectively yours, [redacted]/Owner

Initial Business Response /* (1000, 5, 2015/12/09) */
Contact Name and Title: [redacted]/Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
Revdex.com
211 N. Broadway, STE. 2060
Saint Louis, MO. XXXXX
Tel: XXX-XXX-XXXX Fax:...

XXX-XXX-XXXX
[redacted]@stlouisRevdex.com.org
RE: Case # [redacted]
On April 25, 2014 Customer had vehicle delivered to our location to install a used engine. The engine customer chose had 50,000 in miles and came with a 3YR/36K mile part warranty. This engine was installed and customer picked up the car.
On September 15, 2015 Customer called with explanation the engine had died while driving, requested a tow service referral and diagnostic.
The tech found the engine had major internal damage. The engine had no oil or coolant and no signs of leaks. Tech as well noted engine heat tab was melted off of the engine. In clear view, the oil change sticker and dated oil filter indicated the oil change is about 11,000 miles since last performed.
All information collected was provided to the warranty company. The warranty claim was declined due to lack of maintenance/customer neglect. Advised customer, shortly thereafter customer indicated (when retrieving personal effects from his vehicle) that he had resolved to trade in on a new car, the dealer would have the car picked up and acknowledged will return with tow fee before the car was picked up.
To this day the vehicle remains at the shop, the customer has balance due for the tow fee.
Thank you for your time and efforts.
Sincerely yours,
[redacted]/Owner
Riverside Auto Service