Terry’s Service Center happily warrants our work and we attempted to do so in this case but unfortunately we were not provided the opportunity. A few corrections to the customer’s statement –An hour to respond to their call for help is indeed a quick a response as they were near Nira Visa...
which is over 50 miles from our shop.We did allow the customer to use an electrical hookup for their fifth wheel, unfortunately they chose to plug into the wrong connection. Even though we did not plug their fifth wheel in, the customer and the business owner agreed on a 100.00 payment to reimburse the customer for their microwave and heater element. This payment clearly shows on the invoice as a discount off parts of $100.00 per Marlin (the business owner). It is true that it took several days for the repairs to be completed as the customer stated they were “in the middle of no where” and parts had to be ordered and it took several days to receive them. During that time they were not “waiting for news” as if kept in the dark. They communicated regularly with us as they were staying on the premises, used our wifi, and watched television in our waiting room. Further, they had mobility while their truck was out of service as the business owner lent them his personal vehicle, a Chevrolet Suburban, which they had free use of with no restrictions. They used the Suburban to travel to Tucumcari and purchase items including medication for his wife as she was running low.Upon completion of the repair we did not insist on a Visa card payment, the customer chose to pay with his debit card to avoid a service fee, as our policy clearly states that credit card transactions are subject to a 3% service fee. When the customer called us to tell us they were having another problem, they refused to allow us to come to them again. Normally, if the customer goes to another repair facility, that facility will contact us to let us know what they found so that if it is something that we fixed we can make it right with the customer. We assist other repair facilities much in the same way so that they can warranty their work. We did not hear from another repair facility and the customer did not provide us information to detail what, if anything, was done at another repair facility.We would be more than happy to review the repair order of the repair facility that the customer used in Albuquerque to determine if we need to warranty our repair. However, without such information we are not able to provide any type of refund.
Complaint: [redacted]
I am rejecting this response because:Enclosed please find the invoice of Reliable Chevrolet which you requested verifying that repairs were, in fact, required merely 60 miles after leaving Terry’s Service Center. After 4 days apparently, the mechanic at Terry’s was either unqualified or in a hurry to adequately diagnosis and/or repair said vehicle.You can contact [redacted], Service Manager at Reliable Chevrolet. Area ###-###-####. As for the plug for the 5th wheel – they were NOT marked until after the damage was done the next day. It was the 3rd day before we were offered the use of a vehicle to get bottled water and food not medication.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Customer states that the hose was not tightened properly and caused the hose to fail. The customer fails to state what caused the hose to fail initially. When the hose was replaced at our shop, not on the road as customer stated, the customer was advised that the EGR Cooler...
mounting was loose and leaking exhaust. Of three mounting studs and nuts, one stud and nut were missing, one stud broken, one hand tight and the gasket had failed, leaking hot exhaust. The customer was advised of needed repairs and is stated on our invoice but customer refused any further repair. Customer states that the hose failed 120 miles down the road and we didn't want to fix. The customer states the hose was repaired by [redacted]. This number was contacted three times for a copy of the invoice but a copy was not provided. This number is also a cell phone which I am not sure is a legitimate business located in Clarksville Arkansas. Clarksville Arkansas is 583 miles from our business. I have asked the customer for a copy of the invoice and he has not provided a copy. The customer has not provided any old parts or pictures or supporting documents. The customers claim is declined for these reasons.
Terry’s Service Center happily warrants our work and we attempted to do so in this case but unfortunately we were not provided the opportunity. A few corrections to the customer’s statement –An hour to respond to their call for help is indeed a quick a response as they were near Nira Visa...
which is over 50 miles from our shop.We did allow the customer to use an electrical hookup for their fifth wheel, unfortunately they chose to plug into the wrong connection. Even though we did not plug their fifth wheel in, the customer and the business owner agreed on a 100.00 payment to reimburse the customer for their microwave and heater element. This payment clearly shows on the invoice as a discount off parts of $100.00 per Marlin (the business owner). It is true that it took several days for the repairs to be completed as the customer stated they were “in the middle of no where” and parts had to be ordered and it took several days to receive them. During that time they were not “waiting for news” as if kept in the dark. They communicated regularly with us as they were staying on the premises, used our wifi, and watched television in our waiting room. Further, they had mobility while their truck was out of service as the business owner lent them his personal vehicle, a Chevrolet Suburban, which they had free use of with no restrictions. They used the Suburban to travel to Tucumcari and purchase items including medication for his wife as she was running low.Upon completion of the repair we did not insist on a Visa card payment, the customer chose to pay with his debit card to avoid a service fee, as our policy clearly states that credit card transactions are subject to a 3% service fee. When the customer called us to tell us they were having another problem, they refused to allow us to come to them again. Normally, if the customer goes to another repair facility, that facility will contact us to let us know what they found so that if it is something that we fixed we can make it right with the customer. We assist other repair facilities much in the same way so that they can warranty their work. We did not hear from another repair facility and the customer did not provide us information to detail what, if anything, was done at another repair facility.We would be more than happy to review the repair order of the repair facility that the customer used in Albuquerque to determine if we need to warranty our repair. However, without such information we are not able to provide any type of refund.
Complaint: [redacted]
I am rejecting this response because:Enclosed please find the invoice of Reliable Chevrolet which you requested verifying that repairs were, in fact, required merely 60 miles after leaving Terry’s Service Center. After 4 days apparently, the mechanic at Terry’s was either unqualified or in a hurry to adequately diagnosis and/or repair said vehicle.You can contact [redacted], Service Manager at Reliable Chevrolet. Area ###-###-####. As for the plug for the 5th wheel – they were NOT marked until after the damage was done the next day. It was the 3rd day before we were offered the use of a vehicle to get bottled water and food not medication.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Customer states that the hose was not tightened properly and caused the hose to fail. The customer fails to state what caused the hose to fail initially. When the hose was replaced at our shop, not on the road as customer stated, the customer was advised that the EGR Cooler...
mounting was loose and leaking exhaust. Of three mounting studs and nuts, one stud and nut were missing, one stud broken, one hand tight and the gasket had failed, leaking hot exhaust. The customer was advised of needed repairs and is stated on our invoice but customer refused any further repair. Customer states that the hose failed 120 miles down the road and we didn't want to fix. The customer states the hose was repaired by [redacted]. This number was contacted three times for a copy of the invoice but a copy was not provided. This number is also a cell phone which I am not sure is a legitimate business located in Clarksville Arkansas. Clarksville Arkansas is 583 miles from our business. I have asked the customer for a copy of the invoice and he has not provided a copy. The customer has not provided any old parts or pictures or supporting documents. The customers claim is declined for these reasons.