Severe Auto Service LLC

ID [redacted] The customer, who was from out of state, asked us to replace an exhaust manifold in his Chrysler Town and Country vanHe insisted that the job be done quickly as he was wanting to return homeUpon completion of the job, the customer drove the car almost miles home and waited weeks to call us to let us know that his van was running so poorly that he barely made it homeCommon sense would have prompted a person to call the shop that performed the work while driving home while the vehicle was not performing correctlySince such a long period of time had passed, we offered to pay for the parts that the customer claimed had failedNot being satisfied with that, the customer charged back his credit card for the entire purchaseWe were awarded those funds back into our account after the credit card company found in our favorAgain, the customer charged back his credit card a second timeAgain, we provided a dispute response, and again, we were awarded the funds back.Fourteen hundred miles and five weeks later is quite a long time to wait to dispute that work was done poorly on a vehicle that is years oldWe feel that this situation is at a standstill as we made an effort to resolve this issueThe customer, we feel, should have contacted us immediately rather than waiting until something else could have possibly caused an issueThe fact that his credit card company agreed with us on two occasions is a good indication that we acted in good faith, doing everything that was expected of us and responsible to doWe feel that we have done our part in resolving this issueThe customer has not been and will never be satisfied with his previous attempts at dispute and is now taking this avenueAgain, a reasonable person would have called the repair shop immediately, at which time, we would have taken care of the issueBut weeks and over miles later? We don't feel that is reasonableBill SevereSevere Auto Service, Owner

I am rejecting this response because:The owner of the shop never made an offer to settle the dispute.  In fact, as I have noted, I asked for a refund of $400 which was the cost and labor to replace the parts that were installed incorrectly.  Bill Severe has a copy of the invoice from Meineke confirming this. Bill Severe said he could not make such a refund, said he had other customers in the store that he needed to attend to, and said he would call me back. He never did.  So the dispute is at a standstill because the owner Bill Severe is refusing has refused to issue any sort of refund and has not made any other suggestion of how to resolve the dispute.  If he is now agreeing to refund my costs incurred to remedy his shops improper work  -- which he seems to indicate in this reply to this complaint --  then yes, I would consider the matter to be resolved upon receipt of the refund. When can I expect to receive the refund?  Thank you.

ID  [redacted] The customer, who was from out of state, asked us to replace an exhaust manifold in his 2002 Chrysler Town and Country van. He insisted that the job be done quickly as he was wanting to return home. Upon completion of the job, the customer drove the car almost 1400...

miles home and waited 5 weeks to call us to let us know that his van was running so poorly that he barely made it home. Common sense would have prompted a person to call the shop that performed the work while driving home while the vehicle was not performing correctly. Since such a long period of time had passed, we offered to pay for the parts that the customer claimed had failed. Not being satisfied with that, the customer charged back his credit card for the entire purchase. We were awarded those funds back into our account after the credit card company found in our favor. Again, the customer charged back his credit card a second time. Again, we provided a dispute response, and again, we were awarded the funds back.Fourteen hundred miles and five weeks later is quite a long time to wait to dispute that work was done poorly on a vehicle that is 16 years old. We feel that this situation is at a standstill as we made an effort to resolve this issue. The customer, we feel, should have contacted us immediately rather than waiting until something else could have possibly caused an issue. The fact that his credit card company agreed with us on two occasions is a good indication that we acted in good faith, doing everything that was expected of us and responsible to do. We feel that we have done our part in resolving this issue. The customer has not been and will never be satisfied with his previous attempts at dispute and is now taking this avenue. Again, a reasonable person would have called the repair shop immediately, at which time, we would have taken care of the issue. But 5 weeks and over 1400 miles later? We don't feel that is reasonable. Bill SevereSevere Auto Service, Owner