Spitfire Aviation Services, LLC

We stand by our original response for the chargeback issued, which closed in our favor On 02/09/17, the customer was having issues with the vehicle engine start up. Upon diagnostics, code *** and code *** refer to the alternator charging low, in which we recommended the alternator
be replaced. We replaced the alternator upon the customer’s approval. The customer states the alternator was not shown at the time of serviceUnfortunately, the customer did not request to see the part, if the customer would have made this request, we would have been happy to let the customer view the part before replacement. The customer explains in the previous chargeback, the replacement of the alternator did not fix the issue. We regret the customer did not come back to our shop for further/deeper diagnostics as we requested. The alternator in question, comes with a year/50,mile warranty. If the customer ever has any issues with the alternator in the near future, the part will be replaced under warrantyThe customer states they had a sensor replaced at another repair shop, which fixed the engine start up issue. We believe this is a separate issue and has nothing to do with the alternator that needed replaced. The vehicle seems to be running correctly with no issues and we know the alternator in question has contributed to this as it was a failed part that needed replacedIn closing, the customer is not due a refund or reversal of charges as all repairs were necessary and approved by the customer. All approved repairs were conducted by an ASE certified technician and are covered by a year/50,mile nationwide warrantyThank you, *** ***
*** *** Service Street

Initial Business Response /* (1000, 5, 2015/08/12) */
August 12, 2015
Service Street
XXXXX [redacted], ** XXXXX
Case #XXXXXXXX
To Whom It May Concern:
This is to inform you that Revdex.com complaint case number XXXXXXXX has been resolved with the customer. [redacted] and I came to an...

agreement about the complaint on 8/03/2015. We offered to honor the coupon and for his inconvenience we gave him an additional $25 off towards the replacement of his battery. [redacted] accepted the offer and returned to have the battery installed on 8/4/2015 on repair order XXXXXXX. We are happy to have this issue resolved. Please feel free to contact me with any other questions or concerns.

Thank you,
[redacted]
General Manager
Service Street [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

After reviewing the customer's complaint and performing an internal investigation, we stand by our original response.  The customer visited our location to replace headlight bulb, but with further diagnostics, we found the harness was melted and needed to be replaced. We spoke with our ASE certified technician with 30+ experience in automotive repair and do not believe he was responsible for the melted part.  We would like to invite the customer back to our shop so we can examine the vehicle further, and replace the melted harness in order to get the customer's headlights functioning properly.  In closing, we do not take responsibility for the melted part, but we are glad to replace the part so the customer has properly functioning headlights.   With regards,[redacted]Regional ManagerService Street

We have conducted a full investigation into this matter. After reviewing the complaint and interviewing our staff we have found the following: On or around 3/10/18, the customer brought in vehicle and wanted a new muffler installed. He wanted repair done with a part supplied by the customer...

himself. We agreed to install the new muffler. Muffler was installed and customer picked up the vehicle on 3/10/18. I have also spoken with the customer personally. His stated complaint was the old muffler had a small dent in it. There is no dispute that the old muffler has a small dent in it. I have explained to the customer that exhaust parts are exposed to extreme temps and also extreme rust conditions and that we are not responsible for any damages to old used parts. It is not out of the ordinary to have to go to extreme measures when removing exhaust components including having to cut them off to remove them .This is due to the fact that they are generally stuck together with rust and road grime then heated to extreme temps bonding the metal parts together almost as if it is welding itself together.  All repairs completed were pre-approved by the customer, the price was agreed to before any work was done and the repair was completed in a timely manner and done to all specifications. I believe our staff has followed all installation and removal procedures properly, was up front about the repair procedure, got approval prior to starting any repairs and the new muffler is operating as it should and currently has no problem’s. It was clearly stated on the customer’s invoice that there is no warranty on parts supplied by the customer and it would be next to impossible to remove an old muffler from a vehicle in the same condition as if it were new. He also stated that he had a problem with the price being high. The customer was told the price before we did any work on his vehicle and he agreed to it and gave us pre-approval to do the work before we started any repairs. We provided the same day service he requested and completed his repair on time. The customer’s complaint is not about the new muffler we installed his complaint is about the old muffler that we removed from his vehicle. At no point do we take any responsibility for condition of old parts after being removed. In closing I feel that we have done everything possible to provide a high level of customer service to the customer. We properly installed his muffler for the price that was agreed to and completed the service in the time we agreed to. I see no fault of Service Street for the damage to the old used muffler. The old muffler was removed in the only way possible after being rusted to the pipe for a long period of time.    Thank you, Adrian M[redacted] Regional Manager Service Street

February 15, 2017              [redacted] Complaint ID:  [redacted]   On 01/06/17, the customer visited Service Street for repairs, in which the customer provided the parts for. ...

He provided the starter, coolant pipes, and thermostat in which he requested to be replaced by one of our technicians.  He also requested we perform a routine oil change as well as diagnose the check engine light for fault codes, some in which the customer provided (fault code [redacted] PCV heater, code [redacted] crank position/cam position correlation and [redacted] cam position timing over advanced).  After diagnostics, we found, in addition to what the customer provided, a few other items that needed replaced.  We provided the customer with an estimate for the parts he provided, tire mount/balance, diagnostics, and other items we felt needed replaced.  Upon the customer’s approval, we moved forward with the repair. Unfortunately the thermostat the customer provided was incorrect, therefore we had to order the correct part.  Over the course of a few days, we successfully finished the vehicle repairs.  The vehicle seemed to run great, although the check engine light appeared with a different fault code ([redacted] inlet camshaft position above/below limit).  Upon further diagnostics, it appeared the timing chains were stretched based on the mileage of the vehicle.  We recommended the customer have the timing chains replaced at a [redacted] dealership, as we are unable to perform that particular repair.  On 01/23/17, the customer came to Service Street with a report from [redacted], suggesting our technician had bent the reluctor ring on the driver camshaft, along with pictures.  I explained to the customer we needed a work order from [redacted] so that we could review.  We explained to the customer that after review, he needed to bring the vehicle back for further inspection, so that the dealership would possibly reimburse him for any damage caused by our technician.  The customer declined and requested we pay for the repairs/damage.  After a few misunderstandings, we decided to go to the dealership ourselves to inspect and speak to the service manager and technician in person.  After discussion, we concluded we were not responsible for bending the reluctor ring, as this is hard to do so, as technician had no issues removing and replacing parts.  We decided to pay the dealership for their inspection, and for them to release the vehicle back to us.  We explained to the customer, the ring does not need replaced, we can bend it to its original form.  We explained that if we broke the part while trying to bend, we would replace it at no cost to the customer.  The customer approved the repair.  On 02/13/17, our technician was able to successfully bend the ring back in place.  We reinstalled the valve cover and test drove the vehicle.  The check engine light did not return.  Since the Revdex.com complaint was filed, we have been able to come to an understanding and regret the obstacles faced in performing repairs for the customer’s vehicle.  We hope the customer will visit us again if any further repairs are needed.   Thank you,   [redacted] Regional Manager Service Street

We are currently taking care of this situation at the [redacted] location. I personally picked up the vehicle yesterday and we have the parts needed to fix this issue already ordered. There will be no charge to the customer. I have been personally working with the customer to resolve this issue. The...

customer has expressed he is very happy with the way we are handling the situation. We should have the vehicle back to the customer by the end of business today 7/8/17. Regards [redacted]
[redacted] 
[redacted]

We have performed an internal investigation. We have found after talking to the other repair facility ([redacted]) the compressor has failed on the customer’s vehicle. We have advised the customer all parts replaced come with a 5 year 50,000 mile warranty. We replaced the compressor, condenser...

and all necessary parts required to warranty the AC work. We flushed the system 2 times before installing new parts and followed all procedures necessary to warranty this problem. We have advised the customer that all work is under warranty.  We encourage the customer to bring in the vehicle so we can replace the failed part under warranty. We do not feel the customer is due a refund because this issue is due to a part failure and should be handled accordingly. We will stand behind our warranty for any work that has been done at Service Street. I have interviewed the staff including the General Manager at the [redacted] location that has personally overseen this repair from the flushing of the ac system before repair, to the install of the parts on the vehicle. We have informed the customer he can bring the vehicle to any of our Service Street locations and we will replace the failed parts under warranty. In closing, we encourage the customer to return to our store so we can replace any failed parts under warranty. We will honor our 5 year 50,000 mile warranty. The customer has been contacted and advised and we are waiting for his response.   Regards [redacted]
[redacted]

Initial Business Response /* (1000, 8, 2015/12/01) */
December 1, 2015
Case #XXXXXXXX
To Whom It May Concern:
On November 11, 2015, the customer came in complaining of no heat from the vehicle and an overheating condition (RO#XXXXXXX); note the customer had just replaced the thermostat himself. ...

Upon inspection it was found that the system was low on coolant by 4 gallons resulting in no heat and a running hot condition. This lack of coolant condition was found during the testing procedures performed by one of our ASE certified technicians. The system was then filled with universal antifreeze (clear) that is safe for over 95% of all vehicles on the road including the [redacted]'s vehicle (nothing damaged due to antifreeze). Once filled, the technician inspected for leak(s) from the cooling system and proper operations of the thermostat and cooling fans. No leak(s) were detected, vehicle did not run hot, and the heater was working properly. At this time the customer was contacted and advised that no other related failures were detected and no further repairs were recommended. On the morning of the 13th the vehicle was retrieved and paid for by the customer.
Later that day, the customer returned with the same symptoms (RO#XXXXXXX) and testing was again performed, this time under warranty. Testing revealed that the water pump failed, resulting in loss of antifreeze. The customer was presented with an estimate to replace the failed water pump and declined addressing it at that time.
The customer stated that they only received 4 gallons of coolant for the $200.00 spent; this is not true as the investment also included diagnostic testing and retesting of the cooling system. The labor for testing was covered under warranty and utilized on the customer's second visit on the afternoon of the 13th. The customer stated that we used the wrong coolant; this is not true as stated on the invoice (RO#XXXXXXX) universal coolant was used and this coolant will not harm the system and will not cause the water pump to fail. It is 100% safe for all Dodge, Jeep, and Chrysler vehicles. The customer's other concern was that an estimate was not given; the labor was quoted however the additional antifreeze was not.
Each of these issues was discussed with the customer today and Mr. [redacted] and I have agreed to an instore credit in the amount of $78.00. Mr. [redacted] may use the credit for any service with exception to tires; it can be used at any Service Street, on any vehicle of his choosing and will not expire.
Thank you,
[redacted]
Regional Manager
Service Street

Complaint: [redacted]I am rejecting this response because:1. I requested an oil change twice. Once when the appointment was made over the phone on 4/7 and once when the vehicle was dropped off on 4/14.  On top of that, the next oil change sticker with the date/milage from Service Street was still on the window showing the vehicle was overdue for and oil change.2. I was not provided with a receipt on the date of service and dispute Service Streets statement that a refund was issued on the 14th.  I was advised by Deanna on the date of service she would need to contact corporate to resolve the problem and refund our payment because the wrong ticket was closed.  I still have the email from Service Street from 4/19 stating:"I truly apologize for the time this has taken to correct. I have attached a copy of the credit which has been processed on your behalf. Thank you for your patience as this was an unfortunate mistake and should not have taken this long to correct." 3. I obtained 1 voice message from Service Street on 4/17.  I was already in contact via email with Service Street corporate and thought additional calls were duplicative. At no time did I receive more than 1 call from Service Street.  My phone records will confirm this statement.4. I requested a receipt on the date of service and was told that due to the error I would need to wait until the tickets were corrected prior to obtaining a receipt.  I requested a receipt again on 4/17 when I contacted Service Street asking for an update.  I was again told I would need to wait.  The first receipt I obtained for my service was in the response to this complaint, over 2 weeks later.  I have no way of knowing if this invoice/receipt in authentic. Service Street has been dishonest in their response to this complaint. On top of that, the receipt provided by Service Street has what appears to be a signature on the bottom which I did not sign.  As stated above, this is the first time I have seen this receipt and did not sign this document.  I am demanding a call from the store manager or district manager to discuss this issue or I will take legal action.Regards, [redacted]

From: Service Street [redacted]                                   ...⇄ Revdex.com Case #[redacted]       We have performed an internal investigation at our [redacted] location and found all processes and procedures have been followed. The staff went above and beyond to satisfy this customer’s needs. On 6/24/17, the customer picked up her vehicle shortly before closing time. The next we heard from her was on the morning of 6/26/17. When we were informed of the issue and contacted the customer, we found the vehicle would need to be towed back into the shop. We informed the customer that all repairs done at Service Street come with a 5 year 50,000 mile warranty and that we would stand behind any work we have done. We immediately set up a tow and had the vehicle towed to our [redacted] location. After inspecting the vehicle we found the caliper slide pins had backed themselves out of the left front brake caliper. We did a complete inspection of the entire braking system for any damage that may have been caused and found no issues with any other component in the braking system. We ordered new slide pins and completed the repair by early afternoon on 6/26/17. We contacted [redacted] and she picked up the vehicle later that afternoon. We did apologize for any inconvenience this may have caused. We also offered to compensate [redacted] with instore credit or to give her a free oil change package on this vehicle that would be a $500 value. We honored our 5 year 50,000 mile warranty and will continue to stand behind our work. The vehicles braking system continues to operate properly and there is no issues with the braking system at this time.      In closing, there was an issue with the caliper slide pins and we fixed it under our 5 year 50,000 mile warranty. We took care of the tow and covered all of the parts under warranty. Our staff has went above and beyond to compensate [redacted] for her loss of time. We understand her frustration and have made every attempt to remedy this situation. We are more than happy to do anything we can to resolve this issue with [redacted]. We still extend the offer for compensation from our [redacted] location to accommodate for the loss of time for warranty on the slide pins. If [redacted] is willing to work with us we are willing to do whatever it takes to come to a fair resolution to this matter.     Regards- [redacted]
[redacted]

On 1/21/2017, a Service Street technician performed an oil change for the customer’s vehicle.  The customer presented us a coupon for a $19.95 oil change special. We performed the oil change, and mistakenly charged the customer for a synthetic oil change. I called the customer on 1/24/17 to...

apologize about the clerical mistake, and I would give her two free oil changes to make up the difference in the price. She did not accept my offer.  We apologize for the mistake and we will be refunding the customer the difference of coupon price and synthetic price. We do not take responsibility for damage to her key.  We regret the result of the repair price error, and sincerely apologize.  We will be refunding the customer a grand total of $40.90, this is the difference between what the customer was charged, and the price of a standard oil change of $19.95. Thank you, [redacted] Regional Manager Service Street

Initial Business Response /* (1000, 9, 2015/11/02) */
November 2, 2015
Case #XXXXXXXX
To Whom It May Concern:
I spoke to the customer on Saturday, October 31st in regards to his complaint. Although we at Service Street do not agree that the compressor failed as a result of our repairs...

and more likely failed due to age, mileage, or the fact that all Freon was lost prior to our initial repair, I have still agreed to provide the installation of the parts as well as the Freon at no charge to the customer. The customer and I have agreed that he would provide the ac compressor and associated filters needed for the repair and I would have one of our certified technician install these parts and evacuate and recharge the system at no charge to the customer. The customer will have the repairs done at the Service Street of his choice and will contact me to arrange the repair at his convenience. The customer was advised that we can only stand behind the workmanship of the installation and will not provide any warranty on the customer provided parts or associated labor in the event of a failed part(s).
Thank you,
[redacted]
Regional Manager
Service Street
Initial Consumer Rebuttal /* (2000, 11, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:I have already had both of the parts replaced. As I have stated, forcing the plug to stay connected shorted out the headlamp control module, this was an additional $1000.Service Streets website and in store advertising, as well as the staff, all state they can work on any manufactures car.No matter the number of years the technician had, they didn't know what to do with this type of car. I would have been more understanding, had they said, they didn't know what to do, vs. "this is what you get, for owning a [redacted]".I attached the paid receipt in a prior reply and have attached it again. If there is some way to reimburse me for the additional cost, It would be much appreciated.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
While I still believe Service Street owes me reimbursement for the broken key they returned when I picked up my car, past experiences with their poor customer service in combination with the many negative responses from other customers shows that this request is a moot point. I will expect my refund to be deposited into my account or a check mailed to me within seven (7) business days.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/11/03) */
November 2, 2015
Case #XXXXXXXX
To Whom It May Concern:
The customer is not due a refund or credit as the customer elected to provide his own parts in an effort to save money and was advised that we cannot warranty any customer supplied parts...

or the labor associated with installing customer provided parts. Please see notation on the signed repair order (RO#XXXXXXX) in regards to customer supplied parts. We can't stand behind a part that we did not sell or the labor if the customer provided parts fail. We valued Mr. [redacted] as a customer and felt horrible that the part he provided failed and that the repair needed to be redone. Currently, Mr. [redacted] has a 5 year and 50,000 mile nationwide prorated warranty on the 2nd repair, as he elected to allow us to provide and sell him the part (RO#XXXXXXX). I called the customer because I did intend on offering him a bundle of 5 complimentary oil changes as he was a valued customer and we regretted the inconvenience he experienced. When he returned my call today (11/2/15), he refused the offer of the five pack bundle of oil changes. Furthermore, Mr. [redacted] and I spoke for well over an hour with me attempting a reasonable resolution, answering all questions and attempting to explain why I can't guarantee a part that he provided for us to install. During our conversation, Mr. [redacted] used abusive language that I asked him to halt multiple times with complete disregard from him. He was very belligerent and he continued to drop the "F" bomb on me in excess of 25 times....I stopped counting at 25. At one point I offered an instore credit of $250.00, just to get the matter resolved and this offer was also declined and in my opinion more than fair. Mr. [redacted] continued to ask for a full refund of $432.74 of which he is not entitled and I declined to refund him that. Mr. [redacted] acknowledged on his signed invoice that we don't offer any warranty on customer provided parts. Mr. [redacted] is due nothing as the parts that he provided were installed and then 41/2 months later the axle he asked us to install and he provided failed. Please note: Mr. [redacted] was provided an estimate on the initial repair order (XXXXXXX) with us providing and guaranteeing the parts and labor on the repair. He did not want to pay our retail prices and wanted another solution to be offered to him and that is why he made the choice to purchase and provide his own parts. Mr. [redacted] is being unreasonable with his demand for a full refund of $432.74 and we have agreed to disagree. I am available to answer any questions if need be and my number is listed below. I have tried very hard to resolve this issue, putting up with curse words as well as massive inconstancies on his behalf and unfortunately Mr. [redacted] and I can't agree on a remedy so I have refused his refund request as he is not entitled to any refund.
Thank you,
[redacted]
Regional Manager
Service Street
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained to Mr [redacted] that the parts that I supplied were called in by his mechanics, all I did was go get them. I would not know what to buy. The diferent shops had the parts on the counters waiting for me. I was told if I got the parts they could get me in and out in less then a couple hours. Also they told me iI needed a new axle while my truck was in the air while were working on it, they called next door to auto zone to see if the part and they did I WALKED next door to buy the part.
Final Business Response /* (4000, 18, 2015/11/24) */
To Whom It May Concern:
I have read Mr. [redacted]'s most recent response and wanted to note that he was provided an estimate on the initial repair order (XXXXXXX) with us providing and guaranteeing all parts and labor on the repair. He did not want to pay our retail prices and wanted another solution to be offered to him and that is why he made the choice to purchase and provide his own parts. As a courtesy, one of our managers called the AutoZone next door for Mr. [redacted] and provided the VIN # of the vehicle as well as a part list that Mr. [redacted] wanted to order. Somehow he was given one bad part from AutoZone; the others that he purchased were good. Although it seems irrelevant to me, the information provided to [redacted] was correct as all but one part Mr. [redacted] purchased was correct to the vehicle application.
Although we were being helpful by placing a call for Mr. [redacted], is not our responsibility to ensure that [redacted] handed him good parts. Also, the request from Mr. [redacted] to buy and provide his own parts was not due to time constraints as the AutoZone is directly next door and the same manager that called in the VIN# and part information could have walked next door purchased the parts wholesale and marked them up for retail sales to Mr. [redacted] in about the same time frame. Again, he did not want to pay retail. Mr. [redacted] was advised and it is noted on the signed repair order that we offer no warranty coverage for parts that we did not provide.
We offer as much assistance as possible to our customers. For example, we will call and assist customers in need of tow trucks companies, stereo companies, glass repair companies, part companies, and window tint companies. If damage to a vehicle occurred on the way to our facility by the tow company, our repair shop would not be liable just because we offered the tow truck company and placed the order for the customer per the customer's request.
Currently Mr. [redacted] is disputing the charges with his credit card company in addition to attempting to resolve the matter through the Revdex.com.
Lastly, Mr. [redacted] declined the more then reasonable offer for an instore credit that was extended to him, demanding a full refund all the while cursing me up and down as I remained professional. It's an unfortunate situation that occurred, however we are not responsible.
Thank you,
[redacted]
Regional Manager
Service Street
Final Consumer Response /* (4200, 20, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr [redacted] was very nice to to offer a oil change, but its not quite 400$!! Yes Mr [redacted] was very polite but he did not get riped off for 400$. His crew told me they were very short handed and could not leave the shop, I was told if I got the parts my self they could get me out in the same day. His manager had no intenion of going next door, he said they were short handed and could not leave. He said he was professional for offering dimes on the dollar but he and his crew all know what happend or they lied to him, because they told me they reorder the same part and it wsa 1 inch too small so how did they install that part to start with we both have paper work that states what work was done and I was double charged over their mistake. His last coment we are not at fault, Read your own warranty and stand by it, its just good business...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We were never told that they returned the new alternator and got a remanufactured alternator and put that in our car. From the beginning we were to believe and as it states on the invoice the alternator was new and we were sold that from your manager as well. We do not want to have the invoice changed to state remanufactured this is a rip off. We should not pay for something that you did not supply and have to pay more for a new one, we would never allow you to touch our car again. From the beginning we were sold "new" and never told it was remanufactured until we saw the label on the alternator and yet you don't want to make good that your ripped us off and your service manager lied to us. This is not only being brought to Revdex.com as ripping off a consumer but it will be posted on [redacted]. You don't even stand behind a mistake by not reimbursing us for the invoice that was totally your mistake.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The root cause of this incident is that the business released my vehicle to me without completing the work as paid for. This is the refund that is owed back to me since the business did not complete the work as agreed and paid for in full. The cost for [redacted] was to correct the business' error.I appreciate the business acknowledging their error and find it shocking that their are no quality controls in place. The business should fulfill their stated and posted claim of 100% Customer Satisfaction – We want to guarantee your satisfaction As stated prior, this was not a satisfying experience. My car was not accessible for an extended period of time, required additional repair and analysis by another auto repair facility, and completing unsatisfactory.Furthermore, the associates representing the business acknowledged that the vehicle's coolant system was 100% functional and released the vehicle to me. As stated previously this was the second time the vehicle was released to me by the business after their confirmation of the vehicle's coolant system being repaired. Even thought coolant system was not repaired correctly both times.The business acknowledged their error and admitted to take responsibility, as a result should refund the full cost of services paid for with Service Street [redacted].
Sincerely,
[redacted]

We have performed an internal investigation at our [redacted] location. After Interviewing our staff and reviewing the evidence, we found all processes and procedures have been followed. The staff went above and beyond to satisfy this customer’s needs.  On 7/22/17 we looked at the...

customer’s [redacted]. The vehicle symptoms on arrival were the temp gauge going up and down and vehicle was running hot (see attached RO). Our diagnostics found that the thermostat was sticking closed and not opening when it should we verified with a diagnostic scanner that the thermostat was not opening as it should. We also found the radiator cap was cracked and not sealing the cooling system properly allowing air into the cooling system. Our recommendation was replacing the thermostat w/new housing and replacing the radiator cap. We also recommended flushing the cooling system based on age and condition of coolant. After initial repair customer picked up the vehicle he returned a short time later and we found the thermostat was faulty and we replaced it under warranty at no charge to customer. After replacing the Thermostat we found the temp gauge was reading incorrectly. The gauge would show vehicle running extremely hot but when we used an infrared thermometer to check temperature of vehicle and it was running at the correct operating temperature but the gauge was not reading properly. At that point we informed the customer that we would need more time to isolate the problem. We also told him that there were tsb’s (technical service bulletins) for the issue and there could be a possible problem with the computer or a water pump but we would be unable to verify that unless we could get the vehicle to overheat. We had not experienced the overheating issue and we verified the cooling system was operating properly. We advised the customer that the vehicle had not overheated since warrantying out the thermostat and we would keep working and attempt to isolate the intermittent problem. There was no additional charge to isolate the intermittent problem. The following day the customer showed up to pick up vehicle with no warning and we still had part of the vehicle taken apart for testing when he arrived. We immediately put the vehicle back together per customer request and the customer took possession of the vehicle. We were contacted a couple days later told the vehicle was at [redacted] and informed the vehicle was overheating. [redacted] informed us that the cap for the coolant reservoir had not been turned all the way when installed and that they checked the cooling system and found no issues. They said they ran the vehicle for 12 hours after putting the cap on and the vehicle had not overheated. They did say the connection for cooling fan was loose but it was not disconnected. [redacted] also verified the thermostat we installed was operating properly and that the vehicle was not overheating. They also speculated the vehicle may have a bad water pump but were unable to verify that because the vehicle was running fine.   In closing, we have verified at both our store and [redacted] that the thermostat was operating properly and that the vehicle was not overheating. We are more than happy to work with the customer if there were any charges he may have accrued for the cap not being tightened properly but all work we performed is currently working properly and all repairs come with a 5 year 50,000 mile warranty. The customer is not due a refund. Regards [redacted]