South Denver Automotive

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ [redacted] came to our shop on the 02/18/for a check engine light onWe performed a diagnostic for the evaporative system and determined that her fuel cap seal was leaking and replaced the fuel cap which corrected her issue [redacted] returned on 02/19/upset and complaining that her heater had stopped working the next daywe performed diagnostics and determined that the blower motor had stopped working , power and ground were present at the connector however the blower was not functioning indicating a failed blower motorShe declined the repairs and said she was going to get a second opinionI instructed the technician to leave the connector unplugged to prevent possible damage to the heating and air conditioning module from the failing blower motorI instructed the service adviser to inform the customer that we were leaving her blower unplugged to prevent further damagethe service adviser failed to communicate to the customer that we left the blower unplugged to prevent further damage to the systemShe later confronted us about the blower being unplugged and when we tried to explain to her that the adviser failed to communicate the details about the issue she accused us of wrong doing and refused to acknowledge our explanationShe demanded that we refund her money for the testing to the heating and air conditioning system as well as the check engine light repairOur policy is to give every customer 100% satisfaction with our servicesIn good faith we reimbursed her 100% of the money she had spent with usI admit that my service adviser made a serious error by not communicating to the customer the specific diagnostic information and the fact that we left the blower unplugged to prevent other damageWe completely deny any intentional wrong doing and only reimbursed [redacted] in the spirit of good customer service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The simple fact remains, the blower motor worked perfectly fine before I brought my car in for the check engine light and to this day, four months later, the blower motor has continued to operate perfectlyThe only time it did not work was after I picked it up for the check engine light when it had obviously been intentionally unplugged Final Business Response / [redacted] (4000, 9, 2015/06/08) */ [redacted] Brought the vehicle back on the 19th complaining that the heater was not workingWhen we looked at it the heat to the heater core was fine the issue was that the blower had stopped runningWe installed a gas cap on the prior repair none of the evaporative system is under the dashMy Technician was never under the dash we were under the vehicle in the fuel tank area onlyThis whole situation is a communication issue between my Service adviser and the customer

Initial Business Response /* (1000, 5, 2015/06/02) */
[redacted] came to our shop on the 02/18/2015 for a check engine light on. We performed a diagnostic for the evaporative system and determined that her fuel cap seal was leaking and replaced the fuel cap which corrected her issue. [redacted] returned on...

02/19/2015 upset and complaining that her heater had stopped working the next day. we performed diagnostics and determined that the blower motor had stopped working , power and ground were present at the connector however the blower was not functioning indicating a failed blower motor. She declined the repairs and said she was going to get a second opinion. I instructed the technician to leave the connector unplugged to prevent possible damage to the heating and air conditioning module from the failing blower motor. I instructed the service adviser to inform the customer that we were leaving her blower unplugged to prevent further damage. the service adviser failed to communicate to the customer that we left the blower unplugged to prevent further damage to the system. She later confronted us about the blower being unplugged and when we tried to explain to her that the adviser failed to communicate the details about the issue she accused us of wrong doing and refused to acknowledge our explanation. She demanded that we refund her money for the testing to the heating and air conditioning system as well as the check engine light repair. Our policy is to give every customer 100% satisfaction with our services. In good faith we reimbursed her 100% of the money she had spent with us. I admit that my service adviser made a serious error by not communicating to the customer the specific diagnostic information and the fact that we left the blower unplugged to prevent other damage. We completely deny any intentional wrong doing and only reimbursed [redacted] in the spirit of good customer service.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The simple fact remains, the blower motor worked perfectly fine before I brought my car in for the check engine light and to this day, four months later, the blower motor has continued to operate perfectly. The only time it did not work was after I picked it up for the check engine light when it had obviously been intentionally unplugged.
Final Business Response /* (4000, 9, 2015/06/08) */
[redacted] Brought the vehicle back on the 19th complaining that the heater was not working. When we looked at it the heat to the heater core was fine the issue was that the blower had stopped running. We installed a gas cap on the prior repair none of the evaporative system is under the dash. My Technician was never under the dash we were under the vehicle in the fuel tank area only. This whole situation is a communication issue between my Service adviser and the customer.