Robinson's Auto Repair

I am rejecting this response because: I reject this response because the shop owner is not telling the truthThe owner was not in the shop when I took my in on July 3, The owner’s father stated his son was in Tennessee visiting relatives, I point this out because the owner has no idea what was said on July 3, he was not there When I returned on July 3, immediately after I left the older gentlemen, not MrRobinson Sr, stated that there was a screw looseFrom what I read in the business response this was obviously a lie Ms [redacted] called several days later and said her check engine light was still on, and I advised her to bring it to the shop and I would personally look at itI tried to explain to her that we started with spark plugs because she was behind on her factory maintenance and faulty spark plugs will cause this code, and you can not go any further until this is done, as the code would not go away with faulty plugsIf we were to replace something else first the code would remain She was very frustrated with my answer and no longer had faith in my services and was unhappy with my response(We offer free diagnostics to every customer, but at this point she did not want us to go any further.) I apologized and advised her to go to a dealership for further diagnostics, as it would be in her best interests, and they could reassure her that I in fact followed procedureI understand not everyone is a mechanic and I try to educate all of my customers on not only what is needed but why the repair is necessary, just as we tried to explain to Ms [redacted] why we had to start with the spark plugs The above paragraph is a lieWhen I went back to the shop on July 9, Robinson Jr met me in the lot and said they would look at my carRobinson Srpulled my car into the service bay and used a code reader to tell me the code was still the same; I already knew that before I went into the shopI was not offered any type of resolve, Robinson Srcame into the waiting area and told me that their diagnostic tool was small and not powerful enough to determine what was wrong with my car, he advised me to go to a dealership where they have larger more expensive machinesThat was the only resolve offeredRobinson Jr did not even come out of the service bay to speak to me personally after his dad looked at my car I did call a Dodge dealership and I was advised it was a mistake to take my car to a small shop like Robinson’s and I agree When I go to a repair shop I expect to be treated fairly and I expect the repair person to be honest (neither happened at Robinson’s auto repair) I am going to take my car to a different repair shop to get it repairedI will not require any further response from the business, the first response was enough to show me that they are dishonest and no matter what is said they will continue to lieI don’t have any more time to devote to thisThank you for your assistance

The Customer came into our shop and we determined that her front left wheel bearing was badThe customer approved the work and we replaced this wheel bearingWe told her the other side would also need to be replaced soon, she denied having this side replaced at this timeWe test drove and
complaint was fixed. The Customer returned a few weeks later with the a noise complaintThe noise was coming from the customers transmission, so we referred her to the dealership for a follow up, as we don't work on transmission issues. The customer called us a few days after we referred her to a dealership and she stated her transmission had checked out okay, but that her wheel bearings were badWe stated that the one we had replaced was under warranty and if it was defective it would be replaced by us at no cost to herWe reminded her that we also told her that her other wheel bearing was badWe explained that sometimes we can get bad parts from our supplier, and this is why everything we do has a warrantyShe then demanded the owners phone number, so it was given to herShe called the business owner, whom also explained to her that everything was under warranty and the bad part would be replaced at absolutely no cost to herShe asked if we would pay her in full and she would have the dealership replace both wheel bearings, and she was told no, as we only replaced the one, which is still under our warranty at our shop, and again it would be replaced at no cost to herShe became upset and hung the phone upThis was the last we heard from herThe resolution to this is simply that she comes and has the bad part replaced for free under the offered warranty

[When I refer to “we” and “us” I am referring to Robinson’s Auto Repair as a whole, not specific individuals] The customer did not return to our business on July 3rd, as that was a Sunday and we are closedShe returned the same day of her service, Saturday July 2ndShe is correct at saying I was not at the shop on July 2ndBut I have gone over this event in detail with my tech who looked at her vehicle, along with a second tech who was working that day, and they explained the day’s eventsI am unsure how my presence is relevant with the situationThe customer also quoted my original response, and then stated it was a lieShe then proceeds to describe my original explanation she just quoted and stated was lie, stating she agrees with what happenedYes, her code was still the same, as her vehicle had multiple issues, we could not go forward without first correcting the spark plugsNo, we could not come to a solution, we performed necessary work that she approved of, and installed new parts (spark plugs and a gasket) onto her vehicleShe did not want us to look into it any further (even though we offer free diagnostics)Yes, we did advise her to go to a dealership for future work, as she was not happy with us and did not want us doing any future workHer and I both agree on what happenedI am still unsure of what screw would have been loose, and my techs are not sure what she is referring to eitherAt this point it has turned into a “he said she said” scenarioHer car had been overdue for its scheduled maintenance and thus caused her check engine light, hence why she came to usWe told her where we had to start, she agreedThere was no way of moving onto the next problem without first correcting the spark plugsWhen a vehicle is not kept up to date with their scheduled maintenance it can cause problemsWe did not deceive the customer, nor was she treated unfairlyWe have excellent reviews, our clientele consists of mainly return customers and new customers who were referred to usWe strive on excellence, and we aim to pleaseUnfortunately in this case we could not come to a resolution this specific customer liked

RE: Complaint ID *** (***) Robinson's Auto Repair To whom this may concern, Good eveningI am responding to a complaint filed against my business on July 27, from Melanie ***In response to her complaint I would
like to clarify and explain what happened and our decisions for our actions. Ms*** came into our shop on Saturday, July 2, with a complaint of a check engine light inWe scanned the vehicle, a Dodge Charger SE with the 6-cylinder engineThe code that was read was P- Random/multiple cylinder misfireThis code is an "umbrella" for many possible issuesFrom our experience the majority of this issue is caused by faulty spark plugsWe checked with our computer software, Mitchell 1, and this was the #confirmed fix for this vehicle for this codeWe inquired with Ms*** the last time she had a tune up, and we determined due the age of the vehicle and the mileage it was past due for her factory maintenance of replacing her spark plugsWe suggested that we start with this, as having bad spark plugs will contribute, if not cause, this codeAnd a lot of the time this will clear the code. We quoted her $for the job, and with her approval we replaced spark plugs and a gasketThe old spark plugs were our of spec (different size gaps, causing the firing to vary)They were also very blackened in color (scorch marks), corrosion, and one also had a minor crackThese were all definite signs that her plugs were bad and needed to be replacedWe cleared her check engine code and released the vehicle to herUnfortunately this did not solve all of her vehicle problems, as she came back right away with her check engine light back onI am not sure where in the conversation it was stated a screw was not correctly tightened, as with spark plugs there are no screws? I have spoken with the tech and he is unsure of what she is referring to as well, but would like to follow up on this. Ms*** called several days later and said her check engine light was still on, and I advised her to bring it to the shop and I would personally look at itI tried to explain to her that we started with spark plugs because she was behind on her factory maintenance and faulty spark plugs will cause this code, and you can not go any further until this is done, as the code would not go away with faulty plugsIf we were to replace something else first the code would remain She was very frustrated with my answer and no longer had faith in my services and was unhappy with my response. (We offer free diagnostics to every customer, but at this point she did not want us to go any further.) I apologized and advised her to go to a dealership for further diagnostics, as it would be in her best interests, and they could reassure her that I in fact followed procedureI understand not everyone is a mechanic and I try to educate all of my customers on not only what is needed but why the repair is necessary, just as we tried to explain to Ms*** why we had to start with the spark plugs. I see that Ms*** would like a refund of her services, and that she has a discrepancy on her receiptI have attached a copy of that receipt, which also includes her signature of approvalShe also paid via credit card and knew of the amount, which was $As you can see the break down was spark plugs at $each and a gasket at $Thats a total of $in parts and then $in labor, which comes to $280, just as the receipt states and this total was also given before any work was performed. As far as the refund goes, her request is deniedWe have installed brand new spark plugs and a new gasket onto her vehicle, which was a needed repair as we had originally discussed with herShe signed and approved for this repairThe parts are new and working as they shouldThey were installed and are working properly, which I verified when she returned on Saturday, July 9thAs I explained to her and now to you, it was impossible to clear this Pcode without first replacing faulty spark plugsHad we skipped this and replaced something else, her code would have remained on due to the faulty spark plugsThe work that we performed was done correctly, and completed with her signed approvalShe also states that our scanner was not "powerful enough"Our scanner is made for independent shop use on all vehicle makes, both foreign and domestic with a wide array of options, and power has nothing to do with pulling codesWe advised that she should go to the Dodge dealer for further diagnostics, as I stated above, as she was done letting us diagnose and work on her vehicleI believe I have addressed all of the written concerns, if you should have any questions or would like further documentation from our Mitchellsystem regarding the Pcode please do not hesitate to contact me. Rob Robinson - Owner/Certified Mechanic Robinson's Auto Repair Romig Road Akron, Ohio (234) 706-http://www.robinsonsautorepairllc.com

I am rejecting this response because:
I reject this response because the shop owner is not telling
the truthThe owner was not in the shop when I took my in on July 3, The
owner’s father stated his son was in Tennessee visiting relatives, I point this
out because the owner has no idea what was said on July 3, he was not there
When I returned on July 3, immediately after I left the
older gentlemen, not MrRobinson Sr, stated that there was a screw looseFrom
what I read in the business response this was obviously a lie
Ms*** called several days later and said
her check engine light was still on, and I advised her to bring it to the shop
and I would personally look at itI tried to explain to her that we started
with spark plugs because she was behind on her factory maintenance and faulty
spark plugs will cause this code, and you can not go any further until this is
done, as the code would not go away with faulty plugsIf we were to replace
something else first the code would remain She was very frustrated with
my answer and no longer had faith in my services and was unhappy with my
response. (We offer free diagnostics to every customer, but at this point
she did not want us to go any further.) I apologized and advised her to go
to a dealership for further diagnostics, as it would be in her best interests,
and they could reassure her that I in fact followed procedureI understand not
everyone is a mechanic and I try to educate all of my customers on not only
what is needed but why the repair is necessary, just as we tried to explain to
Ms*** why we had to start with the spark plugs.
The above paragraph is a lieWhen I went
back to the shop on July 9, Robinson Jr met me in the lot and said they would
look at my carRobinson Srpulled my car into the service bay and used a code
reader to tell me the code was still the same; I already knew that before I
went into the shopI was not offered any type of resolve, Robinson Srcame into the waiting area and told me
that their diagnostic tool was small and not powerful enough to determine what
was wrong with my car, he advised me to go to a dealership where they have
larger more expensive machinesThat was the only resolve offeredRobinson Jr did
not even come out of the service bay to speak to me personally after his dad looked at my car
I did call a Dodge dealership and I was advised
it was a mistake to take my car to a small shop like Robinson’s and I agree
When I go to a repair shop I expect to be treated fairly and I expect the
repair person to be honest (neither happened at Robinson’s auto repair) I am going to take my car to a different
repair shop to get it repairedI will not require any further response from
the business, the first response was enough to show me that they are dishonest
and no matter what is said they will continue to lieI don’t have any more
time to devote to thisThank you for your assistance