I am responding to a complaint by *** *** submitted on 8/4/with ID number as stated above This is my account of the incident to the best of my recollection:
*** *** came to Danville Radiator Works on Tuesday, July 8, by her account, as I cannot remember the exact dateShe told me
her radiator was leaking antifreeze and she had purchased it from me many years ago I asked her if she had her receipt and she stated she did I explained to her the company that I had bought radiators from years ago, *** Aftermarket, had gone out of business in the automotive market, but I would see what I could do to honor the warranty I told her to bring me the receipt and the radiator and I felt sure we could work something out
Ms*** continued over and over to ask me if I was going to give her a “new radiator” She would not listen to any reasoning at all All she wanted me to say was that I was going to give her a new radiator with no questions asked I could not tell her that at that time She continued to ask me “What are you going to do about it?” and I continued to respond “Bring me the receipt and the radiator and we will work something out.” I tried explaining to her that only the radiator has a lifetime warranty The labor is only warrantied for (ninety) days.I had to see the problem and determine how we could resolve this issue Since I would have to charge her for the labor she wanted a mechanic of her choosing remove it for her
When you only purchase a radiator from me, the radiator has a lifetime warranty Labor is not included in that warranty and it carries a (ninety) day warranty
She states she brought me the radiator and it was repaired and painted and she returned to MrFlannigan to install the repaired radiator I can honestly say I do not remember this radiator repair specifically, as opposed to any others I may have done in that time frame But by her account of the event this is what happened so I cannot dispute it
Ms*** then says about a month later she returned to me with a “leak in the same place.” The only thing I can do is once again have her bring me the radiator to check out We are not doing the labor for her, so I have to check for several things when warranting a repair Was the radiator damaged in transit? Is this a new leak? Did her mechanic accidentally damage it while installing the radiator? Has she hit something with the front of her vehicle causing the leak? Before I am able to discuss price and making financial adjustments to anyone’s “claimed damages” I have to access the situation
In my recollection she did not want to pay someone to take the radiator back off and have me check it Once again, I cannot offer free labor and since she was using a mechanic other than myself, I knew no other way of checking for another leak
As for me being “stoic”, I don’t feel that is accurate I can only give the same answer to the same question so many times At that point I do not know what else to say to get the customer to understand my options are limited when you do have the complete job done by Danville Radiator
I would have been glad to have fixed Ms***’ radiator and have her satisfied with our business, but she left and did not return for me to evaluate her complaint, of another leak in her radiator
Please feel free to contact me if there are any further questions
Sincerely,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. [redacted]'s recollection of the events are simply not true. I did not repeatedly ask for a new radiator, I only asked that the one I had with the lifetime warranty be repaired or replaced if a repair was not going to fix the issue. The bottom line is that Mr. [redacted] did not and has not honored the policy for my radiator.
Regards,
[redacted]
I am responding to a complaint by *** *** submitted on 8/4/with ID number as stated above This is my account of the incident to the best of my recollection:
*** *** came to Danville Radiator Works on Tuesday, July 8, by her account, as I cannot remember the exact dateShe told me
her radiator was leaking antifreeze and she had purchased it from me many years ago I asked her if she had her receipt and she stated she did I explained to her the company that I had bought radiators from years ago, *** Aftermarket, had gone out of business in the automotive market, but I would see what I could do to honor the warranty I told her to bring me the receipt and the radiator and I felt sure we could work something out
Ms*** continued over and over to ask me if I was going to give her a “new radiator” She would not listen to any reasoning at all All she wanted me to say was that I was going to give her a new radiator with no questions asked I could not tell her that at that time She continued to ask me “What are you going to do about it?” and I continued to respond “Bring me the receipt and the radiator and we will work something out.” I tried explaining to her that only the radiator has a lifetime warranty The labor is only warrantied for (ninety) days.I had to see the problem and determine how we could resolve this issue Since I would have to charge her for the labor she wanted a mechanic of her choosing remove it for her
When you only purchase a radiator from me, the radiator has a lifetime warranty Labor is not included in that warranty and it carries a (ninety) day warranty
She states she brought me the radiator and it was repaired and painted and she returned to MrFlannigan to install the repaired radiator I can honestly say I do not remember this radiator repair specifically, as opposed to any others I may have done in that time frame But by her account of the event this is what happened so I cannot dispute it
Ms*** then says about a month later she returned to me with a “leak in the same place.” The only thing I can do is once again have her bring me the radiator to check out We are not doing the labor for her, so I have to check for several things when warranting a repair Was the radiator damaged in transit? Is this a new leak? Did her mechanic accidentally damage it while installing the radiator? Has she hit something with the front of her vehicle causing the leak? Before I am able to discuss price and making financial adjustments to anyone’s “claimed damages” I have to access the situation
In my recollection she did not want to pay someone to take the radiator back off and have me check it Once again, I cannot offer free labor and since she was using a mechanic other than myself, I knew no other way of checking for another leak
As for me being “stoic”, I don’t feel that is accurate I can only give the same answer to the same question so many times At that point I do not know what else to say to get the customer to understand my options are limited when you do have the complete job done by Danville Radiator
I would have been glad to have fixed Ms***’ radiator and have her satisfied with our business, but she left and did not return for me to evaluate her complaint, of another leak in her radiator
Please feel free to contact me if there are any further questions
Sincerely,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. [redacted]'s recollection of the events are simply not true. I did not repeatedly ask for a new radiator, I only asked that the one I had with the lifetime warranty be repaired or replaced if a repair was not going to fix the issue. The bottom line is that Mr. [redacted] did not and has not honored the policy for my radiator.
Regards,
[redacted]