Shaw Automotive LLC

In response to [redacted] ***’s complaint, I did apologize to the customer that she was unsatisfied with her repair and inconvenienceHowever, her statements listed in the complaint do not match by date or amount of repairShe does not have a copy of the invoiceWe charged $for one inner tie rod end to include part, labor, and taxI will say we replaced an obviously bad partThe Land Rover did need other work for which she was clearly advisedThe vehicle would have been aligned following the repair, but was unable to be, because there was either another part bent or the frame itself was bentWe do not do frame repairsWe recommended that she found a frame shop or body shop who could do frame adjustment because the car showed damage evidence of having been in a collisionWere there repairs we were capable of performing we would have given her an estimate for those repairs and alignment following those repairsShe was invited into the garage and shown that the vehicle was not alignableShe paid the bill and indicated she understood that the vehicle still had problems needing addressedThree weeks later per her statement (continuing to drive the vehicle) she had either a bad tire or bad tie rod end (other tie rods ends on vehicle besides the one we replaced) and felt we had taken advantage of her, missed something, and demanding her money backI feel that we fully informed her of all we could reasonable see and she agreed to the repairShe approved the repair and failed to follow through with our recommendation In closing, had she taken the vehicle to a dealership for the same repair the cost would be $for part and $labor We did give her an apologize

*SEE ATTACHMENT*To Whom It May Concern:I am responding to the complaint given by John [redacted] regarding his Chevy Express G2500, Mr [redacted] brought his carpet cleaning company van to our repair shop for a diagnosis of the intermittent wiring issues on his vehicleHe was very dissatisfied with the preceding repair shopCustomer stated at the counter that he has replaced the fuel pump on this van four times, that it clearly has electrical issues when down "all dash lights come on", as well as turn signal intermittently inoperativeAlso stated "can you fix horn?", 'when you put new fuse in, the horn blows non stop"My biggest regret is taking on this customer's van initially, He had already stated he had paid to have diagnosed at other shops and no-one could resolve the intermittent running issue as well as replacing the fuel pump four times.Upon our inspection water intrusion was present in the vans computer (Power Control Module), The PCM was covered in corrosion as well as crackedThe PC1vdoes control the fuel pump circuit on Cl PIN# controlling fuel pump relayWe installed a remanufactured PCMWe also spent an addition four hours further diagnosing remaining repairsThose repairs he refused at that pointThose repairs included no extra cost as far as diagnostic time to perform, just part and laborHe declined them and came to pick up the van.The total for parts estimated to resolve his complaints totaled $before taxThe portion he did pay for $671.82, plus the total for replacing the clock spring $228,00, replacing the signal switch $Had we completed those repairs there was still the possibility that he had addition wiring issues.In closing, I think the problem was communicationSomehow Mr [redacted] thought the diagnostic hour we charged him covered an endless amount of time, He refused the recommended repairs and also any addition diagnostic timeUpon pick up was upset, stating that he could have gotten a remanufactured PCM online for much less(dealer price on remanufactured PCM list being $811,62) I do not install furnished partsHe then became loud and accused me of ripping him offMr [redacted] then returned two months later with the van and was advised that it was $an hour diagnostic timeHe then became loud and accused us again of ripping him offHe was then advised that he could prepay $of diagnostic timeWe would then call for further approval

I am rejecting this response because: whatever I'm not going back and forth with this lying sm of a car repair shop owner I service over people a year with my own biz I'm just going to let every customer I come in contact with to stay away from kieth d*** and his faulty ways of running a biz good day my friend

*SEE ATTACHMENT*To Whom It May Concern:I am responding to the complaint given by John [redacted] regarding his 2003 Chevy Express G2500, Mr. [redacted] brought his carpet cleaning company van to our repair shop for a diagnosis of the intermittent wiring issues on his vehicle. He was very dissatisfied with...

the preceding repair shop. Customer stated at the counter that he has replaced the fuel pump on this van four times, that it clearly has electrical issues when down "all dash lights come on", as well as turn signal intermittently inoperative. Also stated "can you fix horn?", 'when you put new fuse in, the horn blows non stop". My biggest regret is taking on this customer's van initially, He had already stated he had paid to have diagnosed at other shops and no-one could resolve the intermittent running issue as well as replacing the fuel pump four times.Upon our inspection water intrusion was present in the vans computer (Power Control Module), The PCM was covered in corrosion as well as cracked. The PC1v1 does control the fuel pump circuit on Cl PIN# 3 controlling fuel pump relay. We installed a remanufactured PCM. We also spent an addition four hours further diagnosing remaining repairs. Those repairs he refused at that point. Those repairs included no extra cost as far as diagnostic time to perform, just part and labor. He declined them and came to pick up the van.The total for parts estimated to resolve his complaints totaled $1136.00 before tax. The portion he did pay for $671.82, plus the total for replacing the clock spring $228,00, replacing the signal switch $291.03. Had we completed those repairs there was still the possibility that he had addition wiring issues.In closing, I think the problem was communication. Somehow Mr. [redacted] thought the diagnostic hour we charged him covered an endless amount of time, He refused the recommended repairs and also any addition diagnostic time. Upon pick up was upset, stating that he could have gotten a remanufactured PCM online for much less. (dealer price on remanufactured PCM list being $811,62) I do not install furnished parts. He then became loud and accused me of ripping him offMr. [redacted] then returned two months later with the van and was advised that it was $78.00 an hour diagnostic time. He then became loud and accused us again of ripping him off. He was then advised that he could prepay $400.00 of diagnostic time. We would then call for further approval.

In response to [redacted]’s complaint, I did apologize to the customer that she was unsatisfied with her repair and inconvenience. However, her statements listed in the complaint do not match by date or amount of repair. She does not have a copy of the invoice. We charged $136.63 for one inner...

tie rod end to include part, labor, and tax. I will say we replaced an obviously bad part. The Land Rover did need other work for which she was clearly advised. The vehicle would have been aligned following the repair, but was unable to be, because there was either another part bent or the frame itself was bent. We do not do frame repairs. We recommended that she found a frame shop or body shop who could do frame adjustment because the car showed damage evidence of having been in a collision. Were there repairs we were capable of performing we would have given her an estimate for those repairs and alignment following those repairs. She was invited into the garage and shown that the vehicle was not alignable. She paid the bill and indicated she understood that the vehicle still had problems needing addressed. Three weeks later per her statement (continuing to drive the vehicle) she had either a bad tire or bad tie rod end (3 other tie rods ends on vehicle besides the one we replaced) and felt we had taken advantage of her, missed something, and demanding her money back. I feel that we fully informed her of all we could reasonable see and she agreed to the repair. She approved the repair and failed to follow through with our recommendation.  In closing, had she taken the vehicle to a dealership for the same repair the cost would be $123.98 for part and $175.00 labor.  We did give her an apologize.