Initial Business Response /* (1000, 5, 2016/01/26) */
Contact Name and Title: [redacted] Jr. G.M.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
Mr. [redacted] did in fact bring his vehicle into Ronsick's Auto care on 12-12-2015 for diagnosing a misfire or rough acceleration,...
not a lack of acceleration, or any indication of transmission issues. We diagnosed the current problems that he was having with the vehicle, and did give him an estimate on repairs needed at that time. He had multiple engine runnability codes associated with engine misfires and issues with camshaft sensor. At the time of service the vehicle was 6,000 miles overdue on its oil change and was also low on oil, which could cause engine damage. Again no codes and or symptoms associated with the transmission were present at this time. The vehicle was TOWED back into our shop on 12-28-15 (16 days later) and customer advised that the vehicle had DIED and would not start. The tow truck driver advised that the vehicle did in fact start when he came to tow it, but the customer still wanted the vehicle towed. At this time there was still no indication that there were any transmission issues, Mr. [redacted] advised that he wanted to have the previously diagnosed repairs performed that when diagnosed the vehicle had no issue with dying or starting. The repairs were in fact performed, and are easy to confirm. Anyone with any automotive knowledge can open the hood and easily see that the parts have been replaced. While test driving the vehicle to confirm repairs the transmission quit operating at the first stop light and DID NOT DIE as indicated by Mr. [redacted] in his complaint. The engine continued to run but the vehicle would not move when put in gear. Once the vehicle was back at the shop we did confirm a new transmission code had been stored in the computer that was not previously there at date of diagnosis, and that the transmission had failed. When Mr. [redacted] was contacted about the transmission problem that occurred during the test drive, he advised that he had transmission work done fairly recently and would have to bring the vehicle back to where the transmission repairs were performed. The first time that any concern about the situation was expressed is when Mr. [redacted] came to pick the vehicle up. It was a Saturday and the technician that worked on the vehicle and or management was not present at that time. Mr. [redacted] was contacted about his vehicle that following Monday. He advised me that the previous transmission work was not done as recently as he had first thought, and then began to question whey this problem was not detected previously. I explained to Mr. [redacted], if there were any transmission issues previously the vehicle would have showed some sign or symptoms and may have even stored a trouble code. If a problem does not exist, or there is no complaint of a transmission issue at the time of service then it would be impossible for us to diagnose a symptom or problem that was not there. He agreed that the vehicle had been driving without any issue with the transmission after his diagnosis was performed. I appreciated that Mr. [redacted] is a faithful customer and tried to compensate him by discounting $500.00 off of the transmission repair in good faith to help him get the vehicle in good running condition. That is when Mr. [redacted] asked for a partial refund on the already performed work, which was less than the discount on the transmission repair that I was offering. I advised him that if there were any negligence involved, that I would have offered him compensation for the current repairs, however in this case there was no negligence evident. It is unfortunate that Mr. [redacted] had so many things go wrong with his vehicle in a short period of time, however the repairs to the engine were necessary, and completely unrelated to the transmission. I think there may have been some miscommunication on the reason for towing the vehicle into our shop. As stated on the invoice when the vehicle was towed into our shop that the vehicle DIED and would not start. That was the same description in Mr. [redacted]'s Revdex.com complaint is that the vehicle DIED during the test drive. I think that by saying the vehicle died may have been misconstrued by Mr. [redacted] as a transmission issue rather than an engine that died while driving. Mr. [redacted] advised that he would call me after he got out of work to discuss further, however I never heard from him again. I wish he would have called back so that we may have been able to resolve the matter in a different fashion. As far as the expense for towing is concerned, I was never asked about towing, and assumed that Mr. [redacted] was using his [redacted] membership. If he needed towing services I would have been more than happy to help him out, due to his current situation with his vehicle. I was however never given that chance. I am willing to stick by my original offer and discount $500.00 off of Mr. [redacted]'s transmission repair if he still so wishes to have the work done at our location.
Original documents are available if needed.
Miss [redacted] contacted me this morning and reqeusted a price on an oxygen sensor for her 2011 Ford Fusion. She advised that her car had already been diagnosed, and could not find the sensor anywhere. We supplied her with an estimate on replacement of the oxygen sensor, and advised her...
that the we located the sensor. She brought her car up to the shop right away. We had her sign a work order stating that we were replacing the sensor per her request, and that she had her diagnostic performed at Auto Zone. I had never heard that her car was at [redacted] until reading this complaint. We performed the repair properly that we were contracted to do. I am sorry that it did not take care of her issue, but we performed no diagnostic work, Nor was any diagnostic work ever requested. We did advise the customer that her code P2195 was still present and that it indicated a lean condition, which could have been caused by an oxygen sensor, but in her case it was not. And then we advised her of the diagnostic fees necessary to pinpoint the problem. She declined the diagnostic. We sympathize with her situation and never like to see our customers disappointed, but we were not negligent in any way. We performed the repairs that were requested , and performed them correctly. Unfortunately whomever diagnosed her car did not do so correctly.
Initial Business Response /* (1000, 5, 2016/01/26) */
Contact Name and Title: [redacted] Jr. G.M.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
Mr. [redacted] did in fact bring his vehicle into Ronsick's Auto care on 12-12-2015 for diagnosing a misfire or rough acceleration,...
not a lack of acceleration, or any indication of transmission issues. We diagnosed the current problems that he was having with the vehicle, and did give him an estimate on repairs needed at that time. He had multiple engine runnability codes associated with engine misfires and issues with camshaft sensor. At the time of service the vehicle was 6,000 miles overdue on its oil change and was also low on oil, which could cause engine damage. Again no codes and or symptoms associated with the transmission were present at this time. The vehicle was TOWED back into our shop on 12-28-15 (16 days later) and customer advised that the vehicle had DIED and would not start. The tow truck driver advised that the vehicle did in fact start when he came to tow it, but the customer still wanted the vehicle towed. At this time there was still no indication that there were any transmission issues, Mr. [redacted] advised that he wanted to have the previously diagnosed repairs performed that when diagnosed the vehicle had no issue with dying or starting. The repairs were in fact performed, and are easy to confirm. Anyone with any automotive knowledge can open the hood and easily see that the parts have been replaced. While test driving the vehicle to confirm repairs the transmission quit operating at the first stop light and DID NOT DIE as indicated by Mr. [redacted] in his complaint. The engine continued to run but the vehicle would not move when put in gear. Once the vehicle was back at the shop we did confirm a new transmission code had been stored in the computer that was not previously there at date of diagnosis, and that the transmission had failed. When Mr. [redacted] was contacted about the transmission problem that occurred during the test drive, he advised that he had transmission work done fairly recently and would have to bring the vehicle back to where the transmission repairs were performed. The first time that any concern about the situation was expressed is when Mr. [redacted] came to pick the vehicle up. It was a Saturday and the technician that worked on the vehicle and or management was not present at that time. Mr. [redacted] was contacted about his vehicle that following Monday. He advised me that the previous transmission work was not done as recently as he had first thought, and then began to question whey this problem was not detected previously. I explained to Mr. [redacted], if there were any transmission issues previously the vehicle would have showed some sign or symptoms and may have even stored a trouble code. If a problem does not exist, or there is no complaint of a transmission issue at the time of service then it would be impossible for us to diagnose a symptom or problem that was not there. He agreed that the vehicle had been driving without any issue with the transmission after his diagnosis was performed. I appreciated that Mr. [redacted] is a faithful customer and tried to compensate him by discounting $500.00 off of the transmission repair in good faith to help him get the vehicle in good running condition. That is when Mr. [redacted] asked for a partial refund on the already performed work, which was less than the discount on the transmission repair that I was offering. I advised him that if there were any negligence involved, that I would have offered him compensation for the current repairs, however in this case there was no negligence evident. It is unfortunate that Mr. [redacted] had so many things go wrong with his vehicle in a short period of time, however the repairs to the engine were necessary, and completely unrelated to the transmission. I think there may have been some miscommunication on the reason for towing the vehicle into our shop. As stated on the invoice when the vehicle was towed into our shop that the vehicle DIED and would not start. That was the same description in Mr. [redacted]'s Revdex.com complaint is that the vehicle DIED during the test drive. I think that by saying the vehicle died may have been misconstrued by Mr. [redacted] as a transmission issue rather than an engine that died while driving. Mr. [redacted] advised that he would call me after he got out of work to discuss further, however I never heard from him again. I wish he would have called back so that we may have been able to resolve the matter in a different fashion. As far as the expense for towing is concerned, I was never asked about towing, and assumed that Mr. [redacted] was using his [redacted] membership. If he needed towing services I would have been more than happy to help him out, due to his current situation with his vehicle. I was however never given that chance. I am willing to stick by my original offer and discount $500.00 off of Mr. [redacted]'s transmission repair if he still so wishes to have the work done at our location.
Original documents are available if needed.
Miss [redacted] contacted me this morning and reqeusted a price on an oxygen sensor for her 2011 Ford Fusion. She advised that her car had already been diagnosed, and could not find the sensor anywhere. We supplied her with an estimate on replacement of the oxygen sensor, and advised her...
that the we located the sensor. She brought her car up to the shop right away. We had her sign a work order stating that we were replacing the sensor per her request, and that she had her diagnostic performed at Auto Zone. I had never heard that her car was at [redacted] until reading this complaint. We performed the repair properly that we were contracted to do. I am sorry that it did not take care of her issue, but we performed no diagnostic work, Nor was any diagnostic work ever requested. We did advise the customer that her code P2195 was still present and that it indicated a lean condition, which could have been caused by an oxygen sensor, but in her case it was not. And then we advised her of the diagnostic fees necessary to pinpoint the problem. She declined the diagnostic. We sympathize with her situation and never like to see our customers disappointed, but we were not negligent in any way. We performed the repairs that were requested , and performed them correctly. Unfortunately whomever diagnosed her car did not do so correctly.