Rowell & Sons Carpet & Upholstery

Sent: Saturday, September 12, 1:PM To: drteam Subject: Re: ID [redacted] Good afternoon! This is in regards to ID: [redacted] To begin with I would like to make note that no shop is a complete mechanic shop, just as no one is perfect I know reputable dealerships that have had to send for specialized technicians from out of the country to be able to work on their OWN makes and models With that being said, what the first letter and his initial complaint was that he did brought it in for a vibration and it FELT like it wanted to die (vibration, shuddering), and now it's because it "is still dropping dead on me" At no point when the vehicle came in did the car completely dieIt never had the symptoms that were videotaped and shown to me on the later date on the customer's phone The customer specifically told me that these issues were new and it started just the night before He made it known that he was able to pull his phone out in time to record it I asked if it had done it on the way over to our shop and he said 'no'He did say that he had only driven a short distance, again this being the time where he clarified that this symptom had just 'started the night before' We accept responsibility for having missed the motor mounts in the beginning, and worked out what seemed to be a solution for the customer, but we can not anticipate errors or malfunctions that may happen in the futureThe vehicle had multiple issues, needed maintenance, and has OVER 176,miles The repair we are unable to handle can go through a very expensive trial-and-error type of situation to find the solution and we did not want to start just attempting possible fixes with their time and money If the shop we referred him to has closed, it is not our mistake, times are hard and not everyone is able to continue in business, but there are many shops or even the dealer where Mr [redacted] can take his vehicle If it is something that is defective or under warranty we will be more than happy to work with him, as always Thank you for your time! Marci ------ Service Advisor T & S Auto Repair t.(713)688-f.(713)682-

Sent: Tuesday, September 01, 10:AM To: drteam Cc: *** Subject: Re: ID *** In response to a complaint ID: *** In response to the customers request, he did come into our repair shop and I (Marci) met him by
his vehicle. He did inform me that the past few days, at a light (or low idle) his vehicle seemed as though it wanted to die, and about a check engine light (CEL). He said he suspected and alternator, and I told him that with the CEL staying on it would help point us to the right direction and if we could see if there was a correlation between the two symptoms. Our tech pulled the code and also a list of observations from Mr***’s Honda as they do with any other vehicleWhat he found to be the main issue was that the CEL was reporting a misfire (which would lead to a vibration), and Osensor. Upon removing the coils to inspect the spark plugs, cylinder #was completely saturated in oil due to the valve cover grommets leaking. Mr*** was also informed of maintenance that wasn’t up to date, which included a transmission service and power steering flush (because of quality of fluid present). He informed us upon learning this that it had been some time between these services and to carry on with the replacement of these parts and fluids, as well as the oxygen sensor (b1.s2). The repair to solve the vibration that existed internally in the engine was resolved with the replacement of the valve cover gasket set (which includes these grommets) and the tune up parts w/ a fuel injector service. The belt was also replaced because due to the oil leak from the valve cover gasket, it had saturated this component as well. The Osensor was replaced for the concern about the CEL, because it would continue to be on after just addressing the misfireThere was a vibration still present after these repairs but it was external, and due to wear and tear on the motor mounts He is correct in saying that it was another issue that was also causing that vibration, but with an internal vibration in the engine block due to that heavy misfire because of oil in a cylinder, it was impossible to isolate the other vibration. The lack of communication happened when his father arrived and argued that that was not what he brought it in forHis father did NOT bring it in, and did not communicate to any service advisor that what he believed the symptoms to be were any different than what his son had informed us of when dropping it off, I was told that the car felt like it wanted to die, not vibrated or surged forward as he later claimed. We understand the fact that there was still a vibration present, and it was overlooked because of the original internal problem seeming to be the cause of such a large problem. We offered to replace the motor mounts at no maand with no labor because the failure in them was overlooked by our technician, and we accept that responsibility. Mr*** left our facility, wrote to the Revdex.com and then returned to replace the motor mounts. It seems unfair that he did not accept that the lack of communication was by both parties and that we are unable to isolate vibrations in an engine block. If there is a problem internally, you don’t start from the outside inHe has returned recently to our facility with an unrelated electrical problem present that we are unable to diagnose, even after a few hours of tests and checks he left here with no charge. The reason for this is because the Technical Service Bulletins available for this problem includes a list of eliminations that have to be done, anywhere from replacing electrical wiring to the ECM and because we do not want to start on an expensive wild goose chase we referred him to an automotive electricianWe can provide the invoice in which he came in and we did the replacement of the motor mounts just how we had told him we would, just the cost of parts Any questions, please feel free to contact me at any time Thank you! Marci ------ Service Advisor T & S Auto Repair t.(713)688-f.(713)682-

Sent: Saturday, September 12, 2015 1:57 PM To: drteam <[email protected]> Subject: Re: ID [redacted]   Good afternoon!   This is in regards to ID: [redacted]       To begin with I would like to make note that no shop is a complete mechanic shop, just as no one is perfect.  I know reputable dealerships that have had to send for specialized technicians from out of the country to be able to work on their OWN makes and models.  With that being said, what the first letter and his initial complaint was that he did brought it in for a vibration and it FELT like it wanted to die (vibration, shuddering), and now it's because it "is still dropping dead on me".  At no point when the vehicle came in did the car completely die. It never had the symptoms that were videotaped and shown to me on the later date on the customer's phone.  The customer specifically told me that these issues were new and it started just the night before.  He made it known that he was able to pull his phone out in time to record it.  I asked if it had done it on the way over to our shop and he said 'no'. He did say that he had only driven a short distance, again this being the time where he clarified that this symptom had just 'started the night before'.  We accept responsibility for having missed the motor mounts in the beginning, and worked out what seemed to be a solution for the customer, but we can not anticipate errors or malfunctions that may happen in the future. The vehicle had multiple issues, needed maintenance, and has OVER 176,000 miles.  The repair we are unable to handle can go through a very expensive trial-and-error type of situation to find the solution and we did not want to start just attempting possible fixes with their time and money.  If the shop we referred him to has closed, it is not our mistake, times are hard and not everyone is able to continue in business, but there are many shops or even the dealer where Mr. [redacted] can take his vehicle.  If it is something that is defective or under warranty we will be more than happy to work with him, as always.   Thank you for your time!   Marci ------ Service Advisor T & S Auto Repair t.(713)688-3790 f.(713)682-5477

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
They have replaced the motor mounts however my car is still doing what it was doing originally from the beginning when k brought the car in. They checked it again and said they don't know what the problem is and referred me to another mechanic claiming that it is out of their scope of work which should have been informed from the beginning and we could have decided if we needed to spend the other $1300 at that time. So here I am still out of $1300 and my vehicle is still dropping dead on me. Not only that the other mechanic I was referred to by them was out of business. So now I have to find an entirely new shop to handle the issues that they said were beyond their scope of work even though they are suppose to be a complete mechanic shop!!!
Regards,
[redacted]