Steve's Imports

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 meSincerely, [redacted] ***

Customer brought vehicle in for repairs unrelated to oil leaksCustomer called with concerns of oil leaks after picking up vehicleWe immediately got the customer back in the shop as shown on date of repair orderFound that customers oil cooler was leaking and possibly even the engine case which was unrelated to repairsTold customer that he was ok to drive the vehicle over the weekend and as long as he monitored the oil level as stated in the attached repair orderCustomer needed to take his carMade customer aware that we were unable to isolate additional oil leak because of prior oil leak from push rod tubes, as stated in attached repair orderCustomer was scheduled to come back in for additional repairs for the listed oil leak issues, and never showed upHe is now asking for a refund months laterI am glad to perform the oil cooler seal repair and further diagnose oil leaks as stated in the attached repair orderHowever customer did not return with his vehicleI will even steam clean and diagnose oil leaks no charge, however customer will need to pay for repairsIf any repairs we performed are proven improper or failing, we will warranty them no chargeHowever we need the vehicle in order to do our do diligence

Complaint: [redacted] I am rejecting this response because: Since you are disputing the damages caused by your repair, The Volkswagen was taken back to [redacted] In which case they found the following damages: *Major oil leak on the driver’s side ” It appears that there is a crack about inch long on the cylinder headAfter closer inspection there is silicone sealant where the valve cover meets the head and pieces of the cylinder head are missing.” “Replace oil cooler tower seals and install breather for crank case ventilationIncorrect oil filler tower and needs tubing and hose to valve cover both side of motor push tube were supposedly done but are leaking oil” The shop indicated the cracked head and missing pieces were not found at their initial inspection and said the damage was most likely done when motor push tube were replaced and the evidence of the silicone sealant was used to cover up the damage The damage to the head (New head and installation) will be added to the amount sought for repairs After damages caused by Steve’s Imports, Incany confidence with your repair facility is gone and not an option Denial of this claim will result in further actions Sincerely, [redacted]

Customer states that she declined diagnostic charges, however the attached documentation confirms she acknowledges that she would be responsible for the diagnosis and that she wanted to be billed for itSentence #of the customers statement states that she was notified on the 23rd, the e-mail conversation in the first attached document shoes that the R.Odate for the mechanical repairs was opened on the 15th as well as the e-mail that was sent to her on the 15th shown in the second attached documentThe second attached document also shows that we clearly stated that the customer would be responsible for the diagnostics if not proven related Sentence #of the customers statement states we deducted the amount of $from the amount of the sublet repairs that was being reimbursed to herThat was correct because the customer said to bill her for the diagnosis which is confirmed in the 3rd attached documentThis is legal and common practiceWe do not send bills to customers upon completionWe collect payment before releasing the vehicle as normal Sentence #the customer states complaint about sensors that were not damagedThese sensors were not related to the insurance repairThe customer states that wanted us to repaint these sensorsThe 4th attached document shows the insurance companies estimate vindicating thisThe customer has aftermarket plasti kote on these sensorsI will gladly remove the coating for the customers un damaged sensors at no charge even though it is completely unrelated to the services we performedHowever we have factory documentation from LandRover/RangeRover that these sensors can not be painted over more than once because it will cause proximity sensors to malfunctionSee attached linkCustomer would need to sign a disclose if we were to paint themSee link attachedhttp://workshop-manuals.com/landrover/l322-b/painting/paint_procedures/p...⇄ The 12th and 13th sentence says we did not notify her to let her know that the repairs were done and the rental car coverage was going to expireThe completion of repairs was given to the customer by us multiple timesAs documented in the 2nd attached documentAlso the insurance adjuster, and Enterprise Rental attempted to contact her multiple timesThis is the job of the insurance company If any needed confirmation regarding these issues is neededPlease call Enterprise 503-774-and/or the insurance adjuster regarding diagnosis charges and rental car [redacted] We state in the third attached document clearly what the expectations of the customer were, we even tried to sway the insurance company into covering additional repairs that were not relatedThe customer even admitted by saying to go a head and bill her for the diagnosis in this document Issues with rental car and additional expense coverage is between the customer and the insurance companyThe repairs we performed were above parI am willing to so the customer empathy however not sympathyI am also willing to remove the paint off the sensors that are completely unrelated to the repair at no additional charge if she is willing to work with us in good manor ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Customer brought vehicle in for repairs unrelated to oil leaksCustomer called with concerns of oil leaks after picking up vehicleWe immediately got the customer back in the shop as shown on date of repair orderFound that customers oil cooler was leaking and possibly even the engine case which
was unrelated to repairsTold customer that he was ok to drive the vehicle over the weekend and as long as he monitored the oil level as stated in the attached repair orderCustomer needed to take his carMade customer aware that we were unable to isolate additional oil leak because of prior oil leak from push rod tubes, as stated in attached repair orderCustomer was scheduled to come back in for additional repairs for the listed oil leak issues, and never showed upHe is now asking for a refund months laterI am glad to perform the oil cooler seal repair and further diagnose oil leaks as stated in the attached repair orderHowever customer did not return with his vehicleI will even steam clean and diagnose oil leaks no charge, however customer will need to pay for repairsIf any repairs we performed are proven improper or failing, we will warranty them no chargeHowever we need the vehicle in order to do our do diligence

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: [redacted]I am rejecting this response because:
Since you are disputing the damages caused by your repair, The Volkswagen was taken back to [redacted]. In which case they found the following damages:
*Major oil leak on the driver’s side .
” It appears that there is a crack about 1 inch long on the cylinder head. After closer inspection there is silicone sealant where the valve cover meets the head and pieces of the cylinder head are missing.”
“Replace oil cooler tower seals and install breather for crank case ventilation. Incorrect oil filler tower and needs tubing and hose to valve cover both side of motor push tube were supposedly done but are leaking oil”
The shop indicated the cracked head and missing pieces were not found at their initial inspection and said the damage was most likely done when motor push tube were replaced and the evidence of the silicone sealant was used to cover up the damage.
The damage to the head (New head and installation) will be added to the amount sought for repairs.
After damages caused by Steve’s Imports, Inc. any confidence with your repair facility is gone and not an option.
Denial of this claim will result in further actions.
Sincerely,[redacted]

Customer states that she declined diagnostic charges, however the attached documentation confirms she acknowledges that she would be responsible for the diagnosis and that she wanted to be billed for it. Sentence #6 of the customers statement states that she was notified on the 23rd, the e-mail...

conversation in the first attached document shoes that the R.O. date for the mechanical repairs was opened on the 15th as well as the e-mail that was sent to her on the 15th shown in the second attached document. The second attached document also shows that we clearly stated that the customer would be responsible for the diagnostics if not proven related. 
Sentence #10 of the customers statement states we deducted the amount of $215 from the amount of the sublet repairs that was being reimbursed to her. That was correct because the customer said to bill her for the diagnosis which is confirmed in the 3rd attached document. This is legal and common practice. We do not send bills to customers upon completion. We collect payment before releasing the vehicle as normal.
 
Sentence #11 the customer states complaint about sensors that were not damaged. These sensors were not related to the insurance repair. The customer states that wanted us to repaint these sensors. The 4th attached document shows the insurance companies estimate vindicating this. The customer has aftermarket plasti kote on these sensors. I will gladly remove the coating for the customers un damaged sensors at no charge even though it is completely unrelated to the services we performed. However we have factory documentation from LandRover/RangeRover that these sensors can not be painted over more than once because it will cause proximity sensors to malfunction. See attached link. Customer would need to sign a disclose if we were to paint them. See link attached. http://workshop-manuals.com/landrover/l322-b/painting/paint_procedure...⇄ /> The 12th and 13th sentence says we did not notify her to let her know that the repairs were done and the rental car coverage was going to expire. The completion of repairs was given to the customer by us multiple times. As documented in the 2nd attached document. Also the insurance adjuster, and Enterprise Rental attempted to contact her multiple times. This is the job of the insurance company. 
 
If any needed confirmation regarding these issues is needed. Please call Enterprise 503-774-7744 and/or the insurance adjuster regarding diagnosis charges and rental car [redacted] 
 
We state in the third attached document clearly what the expectations of the customer were, we even tried to sway the insurance company into covering additional repairs that were not related. The customer even admitted by saying to go a head and bill her for the diagnosis in this document. 
Issues with rental car and additional expense coverage is between the customer and the insurance company. The repairs we performed were above par. I am willing to so the customer empathy however not sympathy. I am also willing to remove the paint off the sensors that are completely unrelated to the repair at no additional charge if she is willing to work with us in good manor.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]