Tabor' Towing & Repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***I am only concerned with the last work he has done for me including the starter he changed and I didn't need a starter and he knew it, He even said it was probably the battery so why didn't he change the battery and I would have saved about $all his other proof was proving yes I was friends with them they are the only place in Marion who works on cars but he did me wrong on this one I am yrs old and draw only social security but that doesn't matter I guessHe even told me it was probably the battery so why didn't he change the battery instead of the started?

Revdex.com, IncS4th St. Louisville, KY 40203-2186 To Whom It May Concern; This letter is in response to case ID: *** and your letter regarding the complaint filed by *** ***We appreciate the opportunity to respond with the facts. The
customer originally contacted us via phone on Saturday, 9-30-2017, she told our office assistant that her vehicle was at the local park by the track and would not startShe made arrangements for the vehicle to be towed in and specified to call her with a price quote on the repair before the repairs were madeOn Monday, 10-2-the vehicle started repeatedly with only one incidence of a failure to start that could not be duplicatedThe battery and alternator were tested (as is standard procedure for our company for a no start complaint) and both found to be goodAt that point we believed the issue to be the starterThe customer was advised of the findings and the parts/labor price of replacing the starter as well as given the option to wait and see if this issue repeated itselfShe opted to move forward with replacing the starterAt no point before, during or after the repair did the customer request the old partThe part was returned to the parts store in lieu of the customer being charged the core feeThis is standard operating procedure. In the customer’s complaint she states “it ran long enough for me to get home thinking it was o.kbut when I tried to leave the next morning it would not start, He advised me to take it to a dealer….finally got my car started and got it to the dealer 2/7/they found out it was the battery causing the problem”. Unfortunately the customer has taken some leeway with the time lineAs her own statement points out “the following morning” would be 10-3-not four months and four days laterThe customer picked the vehicle up on 10-2-17. No complaints from customer the following morning or anytime during the months of October, November, December were receivedRegarding the vehicle, the end of January was the next communication from the customerThe reason we state “regarding the vehicle”, the customer had previously friended both business proprietors as well as the business on FacebookOn 11/21/the customer sent a “Happy Thanksgiving” graphicOn 11/21/the customer forwarded a scam warning regarding ATMs. As of December 31st, no complaints or concerns were received or voiced by the customer either via phone or in writing via Facebook messenger. Fast forward to January 26, First follcontact from the customer regarding the vehicleMrs*** called the business and spoke with our office assistantShe stated that her car was at Five Star (here in Marion) and that the vehicle would not startShe made arrangements for the vehicle to be towed and for the no start issue to be checked as well as re-checking the starter since it had been replaced in October No concerns or statements were voiced about the previous 10-2-repair, nor any other no-start issues up to this 1-26-dateUpon arriving to pick up the vehicle, the vehicle started the first time, without hesitationThe vehicle was brought back to the stationBattery, connections, alternator and starter all checked and found to be in good working orderWe were also unable to duplicate the no start issue at any point on this dateOur tow fee is $45.00; on 1-26-the customer was given two discountsOne, she was only charged a service call of $even though the wrecker was present to pick up the vehicle ($savings) and secondly no additional labor was charged even though time was spent checking the battery, connections, alternator, and starterIn good faith of attempting to isolate her problem more than an hour was spent attempting to duplicate the no-start or find any other possible cause of her issueNo issues were foundThe customer was contacted, given the update and picked up the vehicleAgain, no following day communication or complaints were received. Four days later on Tuesday, Jan-30-2018, the customer contacted us again and wanted her car towed for a no start issue from her homeI (*** ***) personally drove to her home and the vehicle started every single time with the customer presentNo other issues, no other no start complaints between the 1-and 1-datesAt this point she was advised to contact a dealer to see if they could isolate or even duplicate the problemShe was not charged a service or wrecker call, nor labor at this point either. As a side note to our dealer recommendation, prior to the starter being replaced on 10-2-the customer stated she had her vehicle worked on at a dealer having the shifter and linkage replacedPrior to this dealer repair the customer was using a screw driver to release the vehicle from park to driveGiven the repeated no start issue and unable to duplicate the no start issue with no warning or check engine lights on and this knowledge we felt it prudent to refer her to a dealer. We do take issue with her “finally got my car started” comment as we have attempted to go above and beyond to try to help a customer that was having a frustrating issue, even referring her to a dealer when we felt we could no longer help her and didn’t want to do exactly what she is accusing us of in throwing random parts at a vehicle in an attempt to fix itAt no point was she left stranded or with a non-running vehicle to our knowledge. On this next set of communications it is important to note that our business hours are M-F 8-and Sat 8-12. On Saturday, February 10, at 2:pm the customer sent the following message: “Hi Melissa will you please ask your hubby if he has the starter he took off my car? Since it is still good it may come in handy one dayLet him know also that my problem was a dead cell in the batteryThanks Melissa”. On Sunday, February 11, at 8:pm the customer sent the following message: “ *** I would like to have my starter that you took off my car, after all it is still goodThanks” She received the following response from Scott’s personal page on Sunday, February 11, 2018, “The old starter was returned to the part store as a core the same day it came off the carI’m sorry but it would be impossible to get it back at this pointI’m sure by now it has gone back to the company for rebuildingI’m sorry”This was the first request for the old starter from the 10-2-install date as well as the first accusatory comments from the customerWe have repeatedly tested the battery at each no start incident as well as in previous oil changes with an Interstate battery tester that goes deeper than a standard load testerThis tester gives multiple read-outs including “good, replace, and charge/re-test”, as well as having the ability to perform testing on the alternatorEach time the battery was tested here it passed with no issue. Given the fact that the vehicle is a 2003, experiencing repeated no start issues, and in the middle of winter where we’ve had two months of below freezing temperatures, some in the single digits, we have no doubt that the customer may indeed have arrived at the issue of having a battery with a bad cell but we do not feel we are the cause of that, nor do we feel we are responsible for replacing a battery of unknown age. On Monday, February 12, at 5:AM the customer sent the following message via Facebook messenger; “You charged me for something that did not fix my problem, somehow that doesn’t seem right plus I would guess you got some money off the new one so they can sell the old one to someone elseBut I didn’t receive any benefit to the whole deal…sad world we are living in.” (No response given to the consumer.) On Sunday, February 18, at 8:the customer sent the following message via Facebook; “Just so you know I am going to see how the Revdex.com See’s this dealJust isn’t right to take my money for something I did not needHow would you like this to happen to you?” To recap, the starter was replaced on 10-2-at the customer’s request and the vehicle ran, to our knowledge without issue until the next contact/issue on 1-26-Returning a part with a core charge to the parts store when a customer does not wish to pay the core fee and does not request to the keep the part is standard. We apologize for the long response, but our company has been in business for over forty years and we take complaints and incidents such as this very seriouslyWe are sorry for the experience Mrs*** has had with her vehicle but do not feel we are liable for either the replacement starter, or the subsequent replacement of an unknown age battery by the dealer four months later on a year old carThere is an old saying that says “You can lie down for people to walk on you and they will still complain that you’re not flat enough.” We feel not charging labor on the two additional attempts with time spent to duplicate her no-start issue and not charging her for a second service call were more than fair, and more than most would do, including a dealership. Sincerely, *** ***, ***’s Towing & Repair See attachments