R&N Collision

We received a customer complaint written on 04/24/17, ID ***In regards to this complaint, the customer presented his *** *** *** and stated that the vehicle would not idle when started and that Initially Only when the vehicle was cold, but now it was happening when the engine was
warmOur technician noted a heavy knocking sound in the engine and recommended a replacement of the Short Block.Our Service Advisor reported the technician's findings to the automobile's owner, along with an estimate of all costs for replacing the short blockThe customer approved the repair and the technician performed the replacement of the short block.After picking up his vehicle, the customer complained that the vehicle still had an idle problemOur technician noted that there was a suspect spark plug wire, which we subsequently replaced at no charge.The customer, believing that the spark plug wire was the issue all along, complained that the short block replacement was unnecessaryIn order to determine the validity of our diagnosis, our shop foreman performed a forensic disassembly of the old short blockHe found that both the number and pistons had worn so excessively that they were partially seized in the cylinders with metal transfer occurringThis was the source of the heavy knocking that was first noted by the technician.We have retained all of the original parts and would be happy to show them to the customer at his convenienceThe mechanical evidence is totally conclusive.We stand by our original diagnosis, and will point out that the customer was notified and approved the repair.Sincerely,Jordy C***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Their response is VERY untrueI spoke to a manager and he told me that he doesn't even know why Tamara told me that she would have someone look at the scratches and fix them because they don't fix things like thatHe told me that he would talk to her about that because she shouldn't have even told me thatHe told me that there is nothing he could do about the scratchesThey are EVERYWHERE!! And had I known about the scratches all over the roof, hood and trunk I would have never bought the carVery bad customer service.
Regards,
*** ***

In response to ID # [redacted] there was never a call in by the customer complaining about scratches or squeaking brakes. Prior to selling the vehicle we replaced the rear brake pads and machined the rear rotors. This breaking in may cause the squeak that was mentioned in the complaint. At no point...

did the customer ever mention any issues with the paint. The only issues that the customer had after the sale were for streaking wiper blades and a noise in the engine. On 08/27/2015 the wiper blades were replaced and we took the vehicle to the local [redacted] dealership. The [redacted] dealer replaced the VTC Actuator under Warranty. The only issue that the customer called us about in the last month has been a titling issue with her Father.We would have no issue in looking over the car if we were contacted by the customer. Please feel free to give me a call if I can answer any questions or offer any clarification.All the best,Jordy C[redacted]General ManagerDon Beyer Volvo Subaru Kia of AlexandriaBEYER AUTOMOTIVE GROUP ###-###-#### | [redacted], Falls CHURCH, VA 22046