Stan's Auto Service

Complaint: [redacted]
I am rejecting this response because:The only person to work on this vehicle was stans automotive.  They have mentioned someone else messed with he lower dash.  Stans crew was the only one to work on the vehicle.  the lower part of the dash is appox 5ft wide and is one piece so it does go from passenger side to drivers side.  They may have only worked on one side but it is still falling down which had caused the cigarette lighter to fall out as well as the radio to stop working and after attempting to fix it we now have the lift gate not working. As for the oil leak it is still leaking.  Nor do I see a resolution from them.  They will not have access to me vehicle to re-inspect.  It will be taken else where over the winter when work slows down to have it inspected as to their repairs.
Regards,
[redacted]

Mr. [redacted] brought his 1999 [redacted] in on 11/8/2017 with the CONCERN as listed on the estimate as "DIED WHILE DRIVING - THEN CRANK NO START - CUSTOMER REPLACED FUSE UNDER HOOD FOR FUEL PUMP AND FUSE WILL BLOW REPEATEDLY ONCE HE TURNS THE IGNITION - PLEASE CHECK AND ADVISE" signed by Mr....

[redacted] (see attached estimate #[redacted]).  We did as requested by the customer which was to CHECK AND ADVISE, or diagnose the cause of the problem. As per the Technician notes from the Inspection and Diagnosis:(see attached) "Going off of the Mitchell wiring diagram I checked for proper voltage and ground coming into and out of the inertia switch and eliminated that as the cause of the fuel pump fuse blowing. By-passing the inertia switch with my power probe and sending power directly to the fuel pump the fuse on the power probe pops as soon as power is applied. Fuel filter is covered with solid rust, fuel tank will have to be removed to properly test wiring going to fuel pump along with testing the pump itself. After testing wiring all tested ok with no issues. Fuel pump damaged from clogged fuel filter, when fuel filter is installed the pump blows the fuse due to high resistance. Replace fuel pump and fuel filter!!!" We contacted Mr. [redacted] to inform him of the inspection and diagnosis results and he requested that only the fuel pump and filter were to be replaced/repaired. The Inspection report was emailed @10:44am on 11/10/2017, and the repairs were completed and invoiced at 3:30pm. Please see attached completed invoice #[redacted] signed by Mr. [redacted] when he picked up his vehicle. Unfortunately, we were unaware there was a problem as we have no record, neither by phone nor email, of Mr. [redacted] attempting to contact us after he picked up his vehicle and sadly hadn't been granted occasion to manage properly. The first we were notified was when we received the complaint via Revdex.com email notification  on 11/13/2017. We immediately contacted Mr. [redacted] in an attempt to gain the opportunity to discuss any miscommunication  and  address any other concerns. After speaking with our service advisor David, they came to an agreement that we would reimburse Mr. [redacted] $300.00 (see attached check #[redacted]) to be mailed out on 11/17/17 via UPSP.  By accepting the agreed upon refund, this will satisfy Mr. [redacted]'s consumer complaint submitted to the Revdex.com, and therefore release Stan's Auto Service from  any further responsibility regarding this complaint. We are committed to making certain our customers are informed and strive to be transparent with all diagnostic and repair services, and are grateful to Mr. [redacted] for allowing us the opportunity to speak with him to address his concerns and rectify them.

To Whom it may concern, Per the vehicle in question 2007 [redacted]-HD 5.2L4 Diesel. RE: Invoice(s) #[redacted] & #[redacted]  12/15/2016 Customer complaint: no electrical power.  Customer had supplied batteries that were the wrong size, we installed the correct batteries to correct the...

problem. Also serviced the rear differential fluid, the transmission fluid, the coolant system, power steering fluid, fixed the passenger side window and completed an oil service, replacing fuel filters, installed shocks and belts, etc. at no time during the initial inspection of the vehicle did the technician note a leak nor did the customer indicate or complain of any leaks. (see attached copies of: inv #[redacted] & inv#[redacted], signed and cleared check #[redacted] dated 12/27/16 for $6269.32 for services rendered, signed invoice by customer or representative indicating request, authorization and completion of services/repairs to customers total satisfaction)  RE: Invoice(s)#[redacted] 2/4/2017 Customer complaint: oil leak. Unable to diagnose from a visual inspection, we steam cleaned the vehicle's engine, transmission & undercarriage then ran and test drove the vehicle and were unable to get an oil leak to appear. Customer was NOT charged for the oil leak complaint as all of the labor/parts/tax/supplies were warranted (see attached). At this point we had not repaired or fixed any oil leaks, as no decisive evidence of leaking was discovered. The only charges on this ticket were for  repairing the faulty pieces in the rear brakes, the invoice amount that the customer paid for the brake repairs was $389.74 not $932.79. (see attached copies of: inv #[redacted], signed check dated 3/6/2017 #[redacted] for $916.61 for services rendered for total of invoices [redacted] & [redacted], the first of two(2) checks returned for reason of NON-SUFFICIENT FUNDS checks, signed invoice by customer or representative indicating request, authorization and completion of services/repairs to customers total satisfaction) RE: Invoice #[redacted]  3/3/17  Customer's truck was dropped off to clean and vacuum it inside, check a door adjustment, install wiper blades and check the oil pressure hot and cold. No further mention of leaks. (see attached copy of: inv #[redacted], signed check dated 3/6/2017 #[redacted] for $916.61 for services rendered for total of invoices [redacted] & [redacted] again returned for reason of  NON-SUFFICIENT FUNDS, signed invoice by customer or representative indicating request, authorization and completion of services/repairs to customers total satisfaction) RE: Invoice # [redacted] 6/26/17 Customer complaint: Oil Leak. Technician upon test and diagnosis determined it was the head gasket. Parts were ordered directly from [redacted] which, with ordering over the 4Th of July holiday delivery was estimated at 2-3 weeks. There are quite literally hundreds of items that can leak oil on a 10-year-old truck with over 212,000+ miles on it. After you fix one leak the oil (under pressure)seeks the next weakest point. During the head gasket replacement we also repaired the cigarette lighter that arrived broken as it had been previously torn apart by someone else, and the technician had to reinstall it into the dash in an attempt to make it function properly. We again steam cleaned the undercarriage, transmission, and engine at no charge to the customer. At this time we were also asked by the customer to inspect the  lower part of the passenger side dash cover, as it was falling down. Upon inspection we replaced some plastic clips in an attempt to secure the dash. The dash bounces on this cab-over truck when it is driven too fiercely  over bumps or rough roads, it is something that was present and evolved in its first 200,000 driven miles, before we first saw or began to service the vehicle, as it is a known weak point of that model.. In his complaint the customer says the lower dash is still falling down. The part of the dash we worked on was on the passenger side all of the issues he is claiming are on the driver side. The technician also diagnosed that the Air Conditioning clutch was squealing and recommended replacement, customer  declined the recommendation and did not approve that repair. This is important as it is now stated in Mr. [redacted]'s complaint that "now the A/C is screeching", because as shown on the invoice(see attached) we already diagnosed this problem and recommended repairs that the customer refused to  fix. On good faith we delivered the truck to the customers place of business on 7/21/17, a Stan's Auto Service representative returned with a check #[redacted] in the amount of $3063.22 for payment of the repairs/services authorized, which included a warranty labor discount of $583.79 On 7/31/17 Ten(10) days after the customers vehicle was delivered, the check was returned to us, NOT as Mr. [redacted] claims in his complaint as a Stop Payment but as Banking Establishment Returned Reason of NOT SUFFICIENT FUNDS clearly printed on the front. As seen in the attached copies, this was the second time Mr. [redacted] had submitted a delinquent payment to us by writing a check on an account that did not have the funds available. Mr. [redacted] was called Tuesday 8/8/17 at 9 AM and he said he would pay by noon to pay cash and never showed up. He was called twice on  8/9/17 at 10 o'clock and did not answer. On 8/9/17 at 2:30 PM we spoke with him and he indicated "the bank closed the account"  that the check was written out of and that was why it bounced. He stated he was waiting for "some cards" to arrive for his NEW account and would call us back by Monday with a card to pay with, subsequently Mr. [redacted] never called. We went with the returned check to Bank [redacted] in an attempt to try and cash the check in person, the teller indicated the Customer had "closed the account", but could give us no other information.   Most importantly in the almost 4 weeks(one month) since the vehicle was delivered until the time we finally received cash payment on 8/18/2017, while it was in their possession and being used, and in the numerous phone calls and conversations, Mr. [redacted] NEVER mentioned any issues with the vehicle, indicated or had complaints about previous repairs, or stated that the vehicle was exhibiting any new problems neither involving an oil leak or dash falling down. Though he was clearly aware of our warranty policy as he had used this benefit we provide in the past, as is shown by the warranty amounts subtracted on his previous invoices (see attached). The customer also never indicated that he had "stopped payment" on the check because of a problem with the repairs/services as he states in his complaint. This is a blatant and total fabrication, as shown on the returned check itself NSF, because in fact there were clearly not enough funds in the account. Had he stopped payment the retuned check would have indicated, and would be stamped, simply that stopped payment. If the customer has official documentation from the bank to support his claim and prove otherwise we assume the Revdex.com would be most interested in seeing those. On 8/14/2017 we mailed a certified letter requesting full payment for NON SUFFICIENT FUNDS check plus a returned check fee. (see attached certified letter, certified mail receipt, and certified tracking post card showing the letter was retrieved and signed for on 8/18/2017.) One day short of an entire month it was at this point ALL phone calls were being ignored, and empty promises to pay continued. We even contacted his main business office and left messages, to no resolution. On August 18th 2017 we were finally contacted by [redacted] about the location of his truck(recorded phone conversation can be provided at Revdex.com request) It is by chance a very convenient coincidence that this is when he FIRST complained to us of continued leaks, as well as numerous other NEW concerns with the truck. As stated above, in the time prior to 8/18/2017 he had never mentioned anything about another oil leak, or had any other complaint after the original repairs had been completed. In fact  At this point we had only fixed one oil leak through this vehicles entire repair history here at Stan's Auto Service (see attached: complete service history for 2007 [redacted]).  Mr. [redacted] indicated he would never return or have Stan's Auto Service or allow us to touch another one of his vehicles.  During this same conversation it was also announced that one of his employees was injured while operating the vehicle. Although we cannot confirm as we have never received copies of: First Report of Injury, Workman's Compensation claim, Claims representative information, Workman's Compensation Doctors report & notes,  etc. In addition to the multiple attached documents, we also have recorded phone conversations and are more than happy to provide them via email or flash drive to the Revdex.com to further help in their investigation. Conversations supporting our defense and corroborating our side  and perspective of the events leading up to this complaint. We at Stan's Auto Service Inc. pride ourselves on fair and honest service and ethical treatment of our customers, and always appreciate the chance to address any and all concerns with our customers and to make corrections . However, by referencing  the facts and paper evidence, in this situation one might deduce  Mr. [redacted] is not looking for resolutions or corrections to any alleged failed vehicle repairs or new problems,  but is seeking only monetary compensation. As mentioned above, and is made evident by copies of previous warranty work,  the customer is aware of our company's warranty policy  we provide on both parts and labor. The customer  had sufficient opportunity during a month's time to call us, stop by, or make an appointment to bring the vehicle in,  if it in fact it was having continued problems as his complaint states. To date, we have no record or recorded phone evidence of the customer calling or emailing the business to report a problem.  If there is a problem associated with our repairs we value the chance  to confront it. If granted  a new inspection on the vehicle in an effort  to be thorough, as this is a commercial business vehicle  we would also appreciate the chance  to review  the vehicles daily DOT pre-trip inspection and log books to associate any documented findings and correlate any odometer mileage gains since the time the vehicle left our facility on 7/21/2017. As well as review  the vehicles last DOT annual inspection, we can only assume it was performed by a different service facility, as we have never been instructed or authorized to do so on this vehicle.    Regrettably, we suspect  the complaint is derived out of anger and frustration over the monetary constraints and/or financial issues derived from  the unpaid bill and non-sufficient funds check, as it was the second time the customer paid us by check and it was returned NSF(see attached copies NSF checks).  Regardless the true reason for the complaint, we welcome the opportunity to inspect the vehicle, as well as review its prior history of repair records if  the customer would so graciously provide copies of  those. Ultimately we are unable to inspect prior repairs or address a complaint when we are, unfortunately, unaware a problem exists.

First and foremost we would like to apologize for any inconvenience we may have caused, we are greatly discouraged to hear of your negative experience. Above all else Our service department strives to provide excellent customer service and it is unfortunate you were not treated with the respect you...

deserve.  The initial repair order #[redacted] for the 2001 [redacted] was created on 7/26/2016 and the invoice was completed on 9/7/2016.  To secure and begin ordering specialized parts we received a credit card deposit of $2000.00 on 8/11/16 and another credit card deposit of $2000.00 on 9/7/2016. The total due on RO#[redacted] was $7715.22 A  second repair order #[redacted] was created on 9/15/2016, listing parts purchases only, with a total due of $480.45 On  11/4/2016 we received final and complete payment from the customer, payment by check #[redacted] of $3715.22 for the balance owed on both invoices. On 11/21/2016 a new repair order #[redacted] was created, listing parts purchase only, total due with tax $1435.54 The customer acknowledges personally writing a $1300.00 check directly to the technician, and not to Stan's Auto Service Inc. on 10/24/2016.  We regrettably cannot properly monitor sale transactions or the distribution of parts made outside our place of business or outside of our posted regular business hours. Without direct access to our accounting and inventory software, receipts cannot be produced.The business was unaware of the vehicle continually breaking down as neither the service department nor the service advisors were notified. We have no call record of either the customer or her daughters phone numbers being used to contact our main business number. If the customer and/or her daughter were solely communicating with our technician via personal cell phone or email, etc., and problems with the vehicle were not conveyed to our service department, we would not have knowledge of any complications that had arisen. We sincerely regret if the customer did not know this in advance.  On the morning of 11/28/2016 the customers daughter did call our main business number and request a tow for the 2001 [redacted], the dispatcher sent a driver out to their personal residence. The customers daughter was present and watched the tow driver load the vehicle from the driveway of their property and signed the tow ticket.  Since 11/28/2016, the day they requested it be towed the our shop, the vehicle had been in our storage lot and the service department had not been contacted by the customer to discuss any further actions to be taken regarding the repair of the vehicle. We are sorry for any miscommunication on our part.  When the customer and her daughter came in to retrieve the vehicle on 12/9/2016 they were presented with both  RO#[redacted] for $1435.54 which was never paid because as stated previously by the customer "The mechanic lost the $1300.00 check..."  and RO #[redacted] for $81.50 which were charges from the invoice for the tow call they requested. After the customer requested the vehicle towed back to us, there was no further correspondence with the service department. Therefore, we were not given instruction, permission, or the chance to test and diagnose the vehicle properly. Thank you for bringing this situation, and the need for improved communication between service advisor and customer, to our attention.  We value the prospect and would like to learn more about the vehicle.  We would graciously appreciate the opportunity to appropriately identify the mechanical issues and problems with the vehicle and complete the pertinent repairs.  We want nothing more than to rectify the events that lead to the customers distrust, and make things right. Sincerely, Stan's Auto Service Inc.