Royal South Toyota

[redacted] brought their Volvo XC90, VIN# [redacted] with miles into our shop for diagnostic for a check engine light illuminated [redacted] stated they had purchased an extended warranty policy through the company where they purchased the vehicleIt is standard policy in the industry, and our company policy, for all diagnostic charges to be approved by the vehicle owner/customerNo warranty is accepted or implied until it is verified and a claim approved by the warranty companyThis was explained to the customer upon vehicle drop off [redacted] did sign and approved a (1) hour initial diagnostic charge of $Our technician performed a health scan and found multiple diagnostic codes which needed further diagnostic to determine the causeI contacted the warranty company and faxed a copy of our repair order as requested by them I spoke with [redacted] over the phone and explained to her that due to the number of diagnostic trouble codes found she would need to approve further diagnostic charges in order for us to proceed with diagnosing the repairs needed to her vehicleRoyal Volvo did not limply to [redacted] that "she had to approve the test and that the warranty company would pay for the diagnosis depending on if it's approved or not"it was made clear to [redacted] that this vehicle belongs to them and it was their choice to perform further diagnostic; however, the warranty company requested further information/diagnostic in order to approve or deny their claimI explained to [redacted] that it was totally their choice to proceed or not [redacted] approved an additional (6) hours of diagnostic at $125.00/hour and provided her birth date and last digits of her social security number to verify approval of these chargesTheir extended warranty company declined to pay for the recommended repairs and the diagnostic charges [redacted] owed our company $for the services we providedI want to assure you that at no time was Mror [redacted] placed under any duress to make any decision against their willDiagnostic delays were predicated by the customers extended warranty company and the customer whom ultimately decided to proceed and approved the charges.Once diagnostic charges were completed and the extended warranty denied the claimThe customer declined any/all recommended repairs, at this time when we advised the customer of charges due they told us they did not have any moneyThey left the car a couple of weeks and even came to the store to try and trade the vehicle but were unable toIn the end we offered them $discount to pick up the vehicle as they had no intention of repairingAt this time we are not offering any additional discounts or refunds for this customerThank you RoyalsouthSouth Walnut StreetBloomington, IN 339-FA 333-Janet ScottService ManagerRoyal South Mazda Volvo of Bloomington SWalnut Street Bloomington, IN (812) 339-jscottrova1south,com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Jane stated I had to approve it so that further diagnosis could be done. I stated to her during the call that we did not want to get stuck with a huge bill and at the end we did. The company had offered, we did not ask or suggest that we wanted to trade the car in by no means! However, the warranty company did deny the claim and prior to this the car was in the companies shop before christmas and yes we did take two weeks to get it out because we had to borrow the money from people because as I had stated to Jane, I had been off work since November 15, 2016. Granted they gave us $200.00 discount, but we would not have approved the extra diagnosis because we did not have the money to pay for it, especially because I have been off work!
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[redacted] brought their 2006 Volvo XC90, VIN# [redacted] with 149562 miles into our shop for diagnostic for a check engine light illuminated. [redacted] stated they had purchased an extended warranty policy through the company where they purchased the vehicle. It is standard policy in...

the industry, and our company policy, for all diagnostic charges to be approved by the vehicle owner/customer. No warranty is accepted or implied until it is verified and a claim approved by the warranty company. This was explained to the customer upon vehicle drop off. [redacted] did sign and approved a (1) hour initial diagnostic charge of $125.00. Our technician performed a health scan and found multiple diagnostic codes which needed further diagnostic to determine the cause. I contacted the warranty company and faxed a copy of our repair order as requested by them I spoke with [redacted] over the phone and explained to her that due to the number of diagnostic trouble codes found she would need to approve further diagnostic charges in order for us to proceed with diagnosing the repairs needed to her vehicle. Royal Volvo did not limply to [redacted] that "she had to approve the test and that the warranty company would pay for the diagnosis depending on if it's approved or not". it was made clear to [redacted] that this vehicle belongs to them and it was their choice to perform further diagnostic; however, the warranty company requested further information/diagnostic in order to approve or deny their claim. I explained to [redacted] that it was totally their choice to proceed or not. [redacted] approved an additional (6) hours of diagnostic at $125.00/hour and provided her birth date and last 4 digits of her social security number to verify approval of these charges. Their extended warranty company declined to pay for the recommended repairs and the diagnostic charges. [redacted] owed our company $725.00 for the services we provided. I want to assure you that at no time was Mr. or [redacted] placed under any duress to make any decision against their will. Diagnostic delays were predicated by the customers extended warranty company and the customer whom ultimately decided to proceed and approved the charges.Once diagnostic charges were completed and the extended warranty denied the claim. The customer declined any/all recommended repairs, at this time when we advised the customer of charges due they told us they did not have any money. They left the car a couple of weeks and even came to the store to try and trade the vehicle but were unable to. In the end we offered them $200.00 discount to pick up the vehicle as they had no intention of repairing. At this time we are not offering any additional discounts or refunds for this customer. Thank you.   Royalsouth3225 South Walnut StreetBloomington, IN 47401812 339-1161 FA 8121 333-1174 Janet ScottService ManagerRoyal South Mazda Volvo of Bloomington 3225 S. Walnut Street Bloomington, IN 47401 (812) 339-1161 jscottrova1south,com