The Car Doctor

Initial Business Response / [redacted] (1000, 5, 2015/12/05) */ To Whom It May Concern this is in response to complaint #XXXXXXX I [redacted] , Automotive Sales Consultant of The Car Doctor sold Ms [redacted] a Mitsubishi Galant October 1, At that time The Car Doctor, I ( [redacted] ) closed the sale of the vehicle and offered the customer an option of purchasing a warranty for her vehicle and she declinedAs a rule once Ms [redacted] declined the warranty our policy is that any customer must sign a document confirming the individual was offered the option of purchasing a warranty and declinedI explained that all our vehicles have completed safety and emissions test and based on my knowledge at this day and time this vehicle is a great vehicleMs [redacted] was given ample time to test drive this vehicle and have anyone of her choice to diagnose and or check the vehicle out prior to purchase Nonetheless, approximately within the first days of the purchase Ms [redacted] contacted me and explained that the vehicle was not startingI immediately requested that the customer bring the vehicle to the shop as I would request The Car Doctor (Repair Facility) diagnose the vehicle to let Ms [redacted] know what is going on, based on the problem she was having(Honestly, this was done completely out of respect as the vehicle was sold AS-IS.) The customer came a few days later and a technician at The Car Doctor came out on his personal time to assist Ms [redacted] and I with her vehicleHowever, at that time, we could never recreate the problem she was having, as the vehicle started as it shouldI then contacted Ms [redacted] and explained to her our findings and that we could not do anything to help if the vehicle is not having problems at that time Maybe days later Ms [redacted] called back and stated that the vehicle would not start againAgain, I requested that the vehicle be diagnosed at the shop immediatelyMs [redacted] agreed and stated that she would be on her way, however her visit like before was a few days later When Ms [redacted] finally did come to the shop (days later) the vehicle actually recreated the problem she was concerned withThe technician at the shop explained that the vehicle needed a starterIn good faith I [redacted] installed a used starter hoping that would rectify her problemI performed the services myself and The Car Doctor had absolutely nothing to do with this, therefore the customer would not receive a receipt as, Ms [redacted] had no out of pocket expense A few days later, Ms [redacted] calls and states that she has the same problem againI immediately requested that she take the vehicle to the shop againThis particular time I am not at the shop and Ms [redacted] speaks with the owner who has no idea of the extent of the problems Ms [redacted] previous visitsMs [redacted] is now treated as if she is a customer for The Car Doctor and I am completely out of the equationAt The Car Doctor it is discovered that Ms [redacted] needs a NEW starter as beforeMs [redacted] was told this and responded with the information I provided when I installed a used starterThe Car Doctor had no knowledge of this and explained it to Ms [redacted] as I immediately got a phone call from The Car Doctor inquiring about Ms [redacted] story At that time I requested a big favor from the owner and I wanted to help out Ms [redacted] to the best of my abilityThe owner offered a steep discount on the NEW STARTER and I also paid for a part of the labor after the services were complete As for the Engine codes, I personally had no idea that the vehicle had codes as I never saw an Engine Light indicator on the dash and the vehicle passed emissions at a state owned inspection stationAgain, I would not have known any of the concerns she is having with the Engine Light as when it was sold, there was no indicator and throughout our interaction I have never seen an engine light In conclusion: before and after The Car Doctor received the letter from the Revdex.com, I attempted to contact the Ms [redacted] about this matterMs [redacted] was very standoffish and made it apparent that we could not communicate about this matter or anything else My goal is to remove any claim or negligence away from The Car Doctor as the mother company had absolutely nothing to do with the issues that Ms [redacted] has with me [redacted] As a car salesman I did all I could to provide the best vehicle, for the best price, for the customer Ms [redacted] The problems that occurred could have happen to anyone as Ms [redacted] did purchase a USED vehicleI apologize to the Revdex.com, The Car Doctor and Ms [redacted] as my intentions were never to cost anyone time, money and or frustrationThe vehicle provided passed [redacted] and emissions without fail; it drove well when the customer took it off the parking lot and for at least the first days prior to the first phone callTo Ms [redacted] I am sorry for the confusion and the misunderstanding Respectfully, [redacted]

Initial Business Response / [redacted] (1000, 14, 2015/09/14) */ ***'s parents bought him a car & his mom has been dealing with meI have never spoke to himHim and his wife decided to submit something because they did not understand why his mother didn't want him to drive a carIt is a lot of person stuff and I was the bear of bad newsHe was to do a withdraw for this because of the misunderstanding between him & his parentsI will follow up with them about thisWe did was the parents wanted us to do They did not want to spend major money on a vehicle for him but wanted something nice and driveable

To whom it may concern: My name is [redacted] and I am responding to # [redacted] First of all I would like to apologize to The Revdex.com as you have received a complaint that is more personal than businessNonetheless, the following information will be a complete and detailed version from the beginning of this process till the endThe said vehicle was purchased nearly years ago, on or near July NOT November 2, as you were led to believeThe customer paid so much money down as I provided favor to Ms [redacted] as The Car Doctor does not finance vehicles, however with her tragic story I was compelled to provide a break for Ms***The original terms were not met and the vehicle should have been reposed, as it took over a year for me to recover the $balance owed on the said vehicleThe vehicle was sold AS-IS, however each vehicle sold we provide a Safety and Emissions Test performed by an off sight inspector prior to each saleThis is our attempt to ensure all our vehicles have been looked at by a third party prior to saleNonetheless; after a few weeks and maybe a month, Ms [redacted] returned complaining that she had someone look at her vehicle and they explained that she had front and rear noises from under the carMs [redacted] clearly explained that she had work done on the front end which cost her over $as a close friend provided serviceWe inspected the work done and allowed Ms [redacted] to see that what she was told was falseI confirmed with her that the noise she was hearing was from bushings at the rear of the vehicleWe lubricated the bushings and the customer left satisfied as the noises went awayAs attempt to educate Ms [redacted] I provided some insight regarding the price of the parts that were said to be installed on her vehicleAfter seeing that the prices that she paid were extreme she was pretty disappointed as the work was not really done and the prices quoted were outrageousHonestly no work was done on the vehicle therefore I felt misled as Ms [redacted] was upset about how much she paidThis was the first encounterIronically, the vehicle was serviced at the shop multiple times and promises made and not kept regarding payoffThis visit was nearly - months later, the vehicle needed a tune up and I was promised the balance upon pick up and payment for repairsAnother story was attached at pick up and payoff was not made, nonetheless I held title and provided Ms [redacted] another opportunity to make good on her word and payoff the balanceAfter several failed attempts to collect the balance, I ironically received a phone call from Ms [redacted] regarding the need for titleI could only assume the payoff came as a result of the license plates Ms [redacted] was driving on expired, as the vehicle was never registered as I never released title per our original agreement on payoff in This was late The said incendent with Ms [redacted] in November originally started off with the original purchase in As I committed to fix the left rear door handle as it intermittent would open or get stuck, however this was based on our original agreementWanting to keep my word to the customer I explained that I would repair what I promised however she would be responsible for the two front doors herself, as now the front doors were not operating properly which is a BMW issue regarding the XOriginally I quoted Ms [redacted] a price from The Car Doctor, the price I quoted going through the shop was more than Ms [redacted] could pay or wanted to payThe technician that I had providing the services for the left rear door was speaking directly with Ms [redacted] and asked if he could deal with her directly on the front two doorsI immediately spoke with Ms [redacted] and explained that if she chose to you use this guy to have the doors repaired this would have ABSOLUTELY nothing to do with The Car DoctorThis information was shared via text message, in person and directly via phoneMs [redacted] stated that she understood and wanted me to get a price for her from the technicianI provided a price and requested that she and the technician work out their schedules and the particulars as again this had nothing to do with The Car DoctorApparently Ms [redacted] worked out arrangements with the technician and the vehicle was worked on outside of the shops facilitiesFrom my understanding the price had been discussed with the technician prior to any work being done as I sent Ms [redacted] what the technician wanted for the services prior to the two of them communicating and making a working scheduleThe technician recalls that he told Ms [redacted] that he needed to get additional parts from a salvage yard as the initial repairs could not be completed as he was missing itemsThis reflects why Ms [redacted] did not allow The Car Doctor to provide the repair services as I would NOT use salvage parts for a service she pays for and Ms [redacted] did not want to pay for dealership partsBut regardless of all that Ms [redacted] and the technician had dialog, made plans to have services provide, money was exchanged between the two of them (from my understanding she failed to pay the entire balance at that time, per the technician)I assume they attempted to rescheduled, the plans fell through and now Ms***’ schedule was busy and when she was available said technician was not, now Ms [redacted] wants this to be The Car Doctors’ responsibilityMs [redacted] has documented this as she preferred to handle this via textI no longer have the long dialog as I chose to delete it from my phone after the conversations were no longer respectable as insults were fired off as she questioned my integrity regarding her decision and the insults are still be fired as documented in this claimIn conclusion, The Car Doctor has done far more too support Ms [redacted] from the beginning of this process, sale (financing), in-house repair, service provided while a balance is owed on vehicle and showing patience as I had legal rights to repose the said vehicleThe claim I am responding to is NOT the responsibility of The Car DoctorThis should have been handled by Ms [redacted] and the technician as the financial exchange was NOT done directly with The Car Doctor but with a technicianMs [redacted] was told that and had one on one dialog with the technician before she moved forwardPer the technician; he attempted to reschedule multiple times and Ms***’ schedule would not allow itSurely Ms [redacted] will agree that everything documented today is the truth and she will also agree that I attempted to help her address the concerns between her and the technicianNonetheless, I cannot control the dialog or lack of between two adultsIf The Car Doctor takes any responsibility for anything regarding Ms [redacted] it would be the fact that I personally bent over backwards to assist her while Ms [redacted] was going through some challenging timesI financed a portion of the sales price of the vehicle, (which has been against our standards); I did not recover or repose my vehicle after the terms of our agreement were not met, nor did I stop dealing with Ms [redacted] after numerous promises were not kept regarding payoffI will take full responsibility for those actions however neither The Car Doctor or I am taking on the responsibility for Ms [redacted] and her actionsMs [redacted] made a decision to save money as The Car Doctor was not afforded the opportunity to provide service and or repairs due to priceThe documented dialog with the technician and myself clearly define NO responsibility for financial gain via The Car Doctor, therefore I conclude this claim be removed as Ms [redacted] must be held accountable for her decisionsAgain, I apologize to the Revdex.com and to you who are handling this complaintSurely after reading this you can better understand my position and more importantly you have the whole story and timeline to develop a conclusionPlease feel free to contact me with any questionsRespectfully

The Car Doctor always strives to provide the highest qualityservice available and to resolve any issues amicably, should they arise.On December 20, 2014, the owner of The Car Doctor, [redacted] , returned a call to [redacted] who informed him of his discontent withservice he had received the week prior During this conversation [redacted] ***requested a copy of an itemized detailed and paid repair order from thesubsequent auto repair shop involved in this issueAlso requested were anyremoved parts that were replaced and a detailed written description of why [redacted] believes The Car Doctor caused any “additional problems”.To date none of what has been requested has been submittedto The Car Doctor by [redacted] ***.Once all has been received, plans can be made on how to bestproceed for all concerned.Respectfully yours, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , 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 resolution.] During my phone conversation with [redacted] on the stated date he never stated that I just needed to provide him the items he has stated in his response to the Revdex.comIn fact he asked for the number of the shop I had to have my vehicle towed to in order to get the damage they caused repairedHis shop manager also called me and stated that he wanted to go to the shop that repaired their work and speak to the manager there which he did and that shop manager informed me that [redacted] the Car Doctor manager stated that they would not pay for the repairsI am currently completing paperwork to sue the car doctor for the cost of said repairs, towing and loss of work due to their incompetence Regards, [redacted]

Although the majority of the information contained in thiscomplaint is irrelevant to the reason Mr [redacted] feels The Car Doctor, J.ncshouldpay his repair bill from another shopWe will respond item by item- We did advise Mr [redacted] of the need for spark plugs and.two ignition coilsThese parts were removed and the old ones reinstalled as pera request by Mr***For this service, there was zero charge.- We also discovered a broken valve springAs Mr [redacted] hadalready informed us he could not afford the previous repair we decided to orderthe mentioned special tool to greatly reduce the labor cost to replace valvespring because utilizing this tool eliminates the need to remove the camshaftour technician paid the $to purchase the tool even though he willrarely, if ever, use it againMr [redacted] was only charged a minimal amount,$117.05, for the valve spring replacement.- After repairing the obvious problems, the vehicle stillran very poorly and we determined it had jumped time.- As we had squeezed Mr[redacted] into an already full schedulethe week prior to our Christmas vacation, we informed Mr [redacted] we could notcomplete the repair work until we returned.- Mr [redacted] had vehicle towed from our shop.- Another shop said a defective crankshaft position sensorwas keeping the vehicle from properly starting.We had the vehicle running, but very poorly, and drove itinto the shopThe crankshaft position sensor was functioning while at The CarDoctor as we had it runningThis is the minor problem MrHarris refers toWealso requested the crankshaft position sensor be brought to us and this had notbeen done.Mr [redacted] seems to be of the opinion that The Car Doctorcaused the vehicle to jump time because of being misinformed, erroneously, thatthe only way to replace a valve spring is to remove the camshaft and when reassemblingwe installed the chains one tooth offWe have presented the opposing shopowner with video proof that the use of said special tool that we possesseliminates the need to remove camshaft and we did not remove the camshaft orcause the vehicle to jump time.We do not feel that the Car Doctor should be compelled topay any of this complainant’s repair bill.Respectfully yours, [redacted]

Initial Business Response /* (1000, 14, 2015/09/14) */
***'s parents bought him a car & his mom has been dealing with meI have never spoke to himHim and his wife decided to submit something because they did not understand why his mother didn't want him to drive a carIt is a lot of person
stuff and I was the bear of bad newsHe was to do a withdraw for this because of the misunderstanding between him & his parentsI will follow up with them about thisWe did was the parents wanted us to doThey did not want to spend major money on a vehicle for him but wanted something nice and driveable

Initial Business Response /* (1000, 14, 2015/09/14) */
***'s parents bought him a car & his mom has been dealing with meI have never spoke to himHim and his wife decided to submit something because they did not understand why his mother didn't want him to drive a carIt is a lot of person
stuff and I was the bear of bad newsHe was to do a withdraw for this because of the misunderstanding between him & his parentsI will follow up with them about thisWe did was the parents wanted us to do They did not want to spend major money on a vehicle for him but wanted something nice and driveable

The Car Doctor always strives to provide the highest qualityservice available and to resolve any issues amicably, should they arise.On December 20, 2014, the owner of The Car Doctor, ***, returned a call to ** *** who informed him of his discontent withservice he had
received the week priorDuring this conversation** ***requested a copy of an itemized detailed and paid repair order from thesubsequent auto repair shop involved in this issueAlso requested were anyremoved parts that were replaced and a detailed written description of why *** believes The Car Doctor caused any “additional problems”.To date none of what has been requested has been submittedto The Car Doctor by ** ***.Once all has been received, plans can be made on how to bestproceed for all concerned.Respectfully yours,*** *** ***

I took my car in for an small repair now they want to charge me more than what we agreed to? I did not give permission to fix anything else on my carNow I cannot get my car out till its paidThey are lairs and cheatsPlease DO NOT go here

Initial Business Response /* (1000, 8, 2015/08/28) */
First off I would like to apologize to Revdex.com and also Mr*** that we are even at this point Nonetheless, since we are here I need to clarify our position
First, Mr*** called The Car Doctor requesting a price to install a steering
line The customer and I spoke for several minutes regarding our concern with installing a part that may not solve his problem, the customer responded that he is sure that his line is leaking and he confirmed the hose, therefore all he wants is a price from us I provided the customer a price of $which included us installing his hose and cleaning the steering fluid from the existing leak All this was explained over the phone as well as the clause that The Car Doctor will offer NO WARRANTY on this service based on the customer providing his own part and declining our diagnosis This is on his final receipt and I explained that if the vehicle is leaking from another location he could not hold The Car Doctor accountable The customer came to the shop, we installed the hose, he paid us $signed our NO WARRANTY receipt and committed that The Car Doctor would be his shop of choice from this point forward based on our customer service
A few days later Mr*** called and explained that his vehicle was leaking again, I explained that I needed him to come back so we could locate this leak The customer returned and we immediately pulled his vehicle into the shop Upon diagnosing the repairs that we provided, we found that the line was NOT leaking from the hose that was installed, however it appeared that the housing was leaking on the reservoir which the line is installed I personally got Mr*** out of our lobby and walked him to his vehicle to show our findings At that time we explained that the housing could have been his problem from the beginning, I then explained that we could attempt to tighten the housing and while at it replace the o'ring that could possibly be the main culprit At that time the customer and I agreed to price and we began to solve the leaking problem Upon cleaning thoroughly and replenishing the power steering reservoir we noticed that the original leak was coming from top of the steering pump and due to the angle of the fluids travel it would appear to be the hose and the hose housing Again, I immediately explained to the customer just what we confirmed and again requested that he come to see our findings He agreed and requested a price, unfortunately at the time I could not find the part, however offered Mr*** a special discount for repairs as we had him and his wife in our lobby for quite a while, as we determined his original problem My offer was that Mr*** pay the shops discounted price on the pump and a 15% discount on labor At that time I explained that I would never replace another customers' part without performing our own diagnostic service as we would have saved an enormous amount of time Mr*** agreed and stated that he would return to the shop on Thursday as we are closed on Wednesday I apologized to him and his wife for the confusion, however I explained that if we would have been allowed to diagnose his vehicle we would not be here The customer agreed and offered to pay for what we had done, I refused as we did not solve his problem, therefore we would conclude on scheduling an appointment for Thursday morning
In conclusion to the complaint from Mr***, I apologize that our last conversation lead to this as we went the extra mile to attempt to assist you in solving a problem that you confirmed prior to our service You personally viewed our findings step by step after we had a NO WARRANTY agreement based on your request to install the steering line WITHOUT our diagnosis
Requesting a refund on a service you personally requested without our diagnosis does not seem reasonable Also, the problem that Mr*** initially was concerned about was NOT the line that he requested we install Mr*** prior to leaving even commented that the problem probably was the pump from the beginning and I responded: "It was a tough call as the route that the fluid took would easily make one think the line was leaking." The pump was the problem from the beginning, therefore I sincerely apologize to Mr*** that I did not refuse his business without being allowed to perform a diagnostic test Nonetheless, we installed his line as he requested, upon his return we confirmed to him as he witnessed the line installed per his request was NOT leaking We showed him where we thought fluid was coming from initially and prior to completion found the main source of the leak I personally offered a discount to service the vehicle for Mr*** merely out of respect, unfortunately that offer was not enough
Again, I apologize to the Revdex.com as you had to mediate this issue that really should not have been elevated to this point To Mr*** my most sincere apologies go to you as I am apologizing ONLY that I did not refuse your business without providing you a diagnostic test
Respectfully,
The Car Doctor

The consumer called and stated that the complaint has been resolved
Revdex.com:
I have reviewed the offer made by the business in
reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/12/05) */
To Whom It May Concern this is in response to complaint #XXXXXXX
I *** ***, Automotive Sales Consultant of The Car Doctor sold Ms*** a Mitsubishi Galant October 1, At that time The Car Doctor, I (*** ***) closed
the sale of the vehicle and offered the customer an option of purchasing a warranty for her vehicle and she declined As a rule once Ms*** declined the warranty our policy is that any customer must sign a document confirming the individual was offered the option of purchasing a warranty and declined I explained that all our vehicles have completed safety and emissions test and based on my knowledge at this day and time this vehicle is a great vehicle Ms*** was given ample time to test drive this vehicle and have anyone of her choice to diagnose and or check the vehicle out prior to purchase
Nonetheless, approximately within the first days of the purchase Ms*** contacted me and explained that the vehicle was not starting I immediately requested that the customer bring the vehicle to the shop as I would request The Car Doctor (Repair Facility) diagnose the vehicle to let Ms*** know what is going on, based on the problem she was having (Honestly, this was done completely out of respect as the vehicle was sold AS-IS.) The customer came a few days later and a technician at The Car Doctor came out on his personal time to assist Ms*** and I with her vehicle However, at that time, we could never recreate the problem she was having, as the vehicle started as it should I then contacted Ms*** and explained to her our findings and that we could not do anything to help if the vehicle is not having problems at that time
Maybe days later Ms*** called back and stated that the vehicle would not start again Again, I requested that the vehicle be diagnosed at the shop immediately Ms*** agreed and stated that she would be on her way, however her visit like before was a few days later
When Ms*** finally did come to the shop (days later) the vehicle actually recreated the problem she was concerned with The technician at the shop explained that the vehicle needed a starter In good faith I *** *** installed a used starter hoping that would rectify her problem I performed the services myself and The Car Doctor had absolutely nothing to do with this, therefore the customer would not receive a receipt as, Ms*** had no out of pocket expense
A few days later, Ms*** calls and states that she has the same problem again I immediately requested that she take the vehicle to the shop again This particular time I am not at the shop and Ms*** speaks with the owner who has no idea of the extent of the problems Ms*** previous visits Ms*** is now treated as if she is a customer for The Car Doctor and I am completely out of the equation At The Car Doctor it is discovered that Ms*** needs a NEW starter as before Ms*** was told this and responded with the information I provided when I installed a used starter The Car Doctor had no knowledge of this and explained it to Ms*** as I immediately got a phone call from The Car Doctor inquiring about Ms*** story
At that time I requested a big favor from the owner and I wanted to help out Ms*** to the best of my ability The owner offered a steep discount on the NEW STARTER and I also paid for a part of the labor after the services were complete
As for the Engine codes, I personally had no idea that the vehicle had codes as I never saw an Engine Light indicator on the dash and the vehicle passed emissions at a state owned inspection station Again, I would not have known any of the concerns she is having with the Engine Light as when it was sold, there was no indicator and throughout our interaction I have never seen an engine light
In conclusion: before and after The Car Doctor received the letter from the Revdex.com, I attempted to contact the Ms*** about this matter Ms*** was very standoffish and made it apparent that we could not communicate about this matter or anything else
My goal is to remove any claim or negligence away from The Car Doctor as the mother company had absolutely nothing to do with the issues that Ms*** has with me *** *** As a car salesman I did all I could to provide the best vehicle, for the best price, for the customer Ms*** The problems that occurred could have happen to anyone as Ms*** did purchase a USED vehicle I apologize to the Revdex.com, The Car Doctor and Ms*** as my intentions were never to cost anyone time, money and or frustration The vehicle provided passed *** and emissions without fail; it drove well when the customer took it off the parking lot and for at least the first days prior to the first phone call To Ms*** I am sorry for the confusion and the misunderstanding
Respectfully,
** ***

Revdex.com spoke with *** from the company and he stated that the spoke with the consumer and the complaint has been resolved

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** *** ***I write to update the Revdex.com's report on my complaint against TheCar Doctor in Locust Grove VirginiaIt has come to my attention that the complaint Ifiled and the complaints that I had regarding the service provided by The Car Doctorwere based upon misinformation that I had received from a third partyAfter discussingthe matter with The Car Doctor, my concerns have been resolved to my satisfaction, and Iwish to withdraw my complaints against the company.I ask that you update the company's profile to reflect thisI thank you in advancefor your attention to this matter

Initial Business Response /* (1000, 8, 2015/08/28) */
First off I would like to apologize to Revdex.com and also Mr*** that we are even at this pointNonetheless, since we are here I need to clarify our position
First, Mr*** called The Car Doctor requesting a price to install a steering
lineThe customer and I spoke for several minutes regarding our concern with installing a part that may not solve his problem, the customer responded that he is sure that his line is leaking and he confirmed the hose, therefore all he wants is a price from usI provided the customer a price of $which included us installing his hose and cleaning the steering fluid from the existing leakAll this was explained over the phone as well as the clause that The Car Doctor will offer NO WARRANTY on this service based on the customer providing his own part and declining our diagnosisThis is on his final receipt and I explained that if the vehicle is leaking from another location he could not hold The Car Doctor accountableThe customer came to the shop, we installed the hose, he paid us $signed our NO WARRANTY receipt and committed that The Car Doctor would be his shop of choice from this point forward based on our customer service
A few days later Mr*** called and explained that his vehicle was leaking again, I explained that I needed him to come back so we could locate this leakThe customer returned and we immediately pulled his vehicle into the shopUpon diagnosing the repairs that we provided, we found that the line was NOT leaking from the hose that was installed, however it appeared that the housing was leaking on the reservoir which the line is installedI personally got Mr*** out of our lobby and walked him to his vehicle to show our findingsAt that time we explained that the housing could have been his problem from the beginning, I then explained that we could attempt to tighten the housing and while at it replace the o'ring that could possibly be the main culpritAt that time the customer and I agreed to price and we began to solve the leaking problemUpon cleaning thoroughly and replenishing the power steering reservoir we noticed that the original leak was coming from top of the steering pump and due to the angle of the fluids travel it would appear to be the hose and the hose housingAgain, I immediately explained to the customer just what we confirmed and again requested that he come to see our findingsHe agreed and requested a price, unfortunately at the time I could not find the part, however offered Mr*** a special discount for repairs as we had him and his wife in our lobby for quite a while, as we determined his original problemMy offer was that Mr*** pay the shops discounted price on the pump and a 15% discount on laborAt that time I explained that I would never replace another customers' part without performing our own diagnostic service as we would have saved an enormous amount of timeMr*** agreed and stated that he would return to the shop on Thursday as we are closed on WednesdayI apologized to him and his wife for the confusion, however I explained that if we would have been allowed to diagnose his vehicle we would not be hereThe customer agreed and offered to pay for what we had done, I refused as we did not solve his problem, therefore we would conclude on scheduling an appointment for Thursday morning
In conclusion to the complaint from Mr***, I apologize that our last conversation lead to this as we went the extra mile to attempt to assist you in solving a problem that you confirmed prior to our serviceYou personally viewed our findings step by step after we had a NO WARRANTY agreement based on your request to install the steering line WITHOUT our diagnosis
Requesting a refund on a service you personally requested without our diagnosis does not seem reasonableAlso, the problem that Mr*** initially was concerned about was NOT the line that he requested we installMr*** prior to leaving even commented that the problem probably was the pump from the beginning and I responded: "It was a tough call as the route that the fluid took would easily make one think the line was leaking." The pump was the problem from the beginning, therefore I sincerely apologize to Mr*** that I did not refuse his business without being allowed to perform a diagnostic testNonetheless, we installed his line as he requested, upon his return we confirmed to him as he witnessed the line installed per his request was NOT leakingWe showed him where we thought fluid was coming from initially and prior to completion found the main source of the leakI personally offered a discount to service the vehicle for Mr*** merely out of respect, unfortunately that offer was not enough
Again, I apologize to the Revdex.com as you had to mediate this issue that really should not have been elevated to this pointTo Mr*** my most sincere apologies go to you as I am apologizing ONLY that I did not refuse your business without providing you a diagnostic test
Respectfully,
The Car Doctor

To whom it may concern: My name is *** and I am responding to #***First of all I would like to apologize to The Revdex.com as you have received a complaint that is more personal than businessNonetheless, the following information will be a complete and detailed version from
the beginning of this process till the endThe said vehicle was purchased nearly years ago, on or near July NOT November 2, as you were led to believeThe customer paid so much money down as I provided favor to Ms*** as The Car Doctor does not finance vehicles, however with her tragic story I was compelled to provide a break for Ms***The original terms were not met and the vehicle should have been reposed, as it took over a year for me to recover the $balance owed on the said vehicleThe vehicle was sold AS-IS, however each vehicle sold we provide a Safety and Emissions Test performed by an off sight inspector prior to each saleThis is our attempt to ensure all our vehicles have been looked at by a third party prior to saleNonetheless; after a few weeks and maybe a month, Ms*** returned complaining that she had someone look at her vehicle and they explained that she had front and rear noises from under the carMs*** clearly explained that she had work done on the front end which cost her over $as a close friend provided serviceWe inspected the work done and allowed Ms*** to see that what she was told was falseI confirmed with her that the noise she was hearing was from bushings at the rear of the vehicleWe lubricated the bushings and the customer left satisfied as the noises went awayAs attempt to educate Ms*** I provided some insight regarding the price of the parts that were said to be installed on her vehicleAfter seeing that the prices that she paid were extreme she was pretty disappointed as the work was not really done and the prices quoted were outrageousHonestly no work was done on the vehicle therefore I felt misled as Ms*** was upset about how much she paidThis was the first encounterIronically, the vehicle was serviced at the shop multiple times and promises made and not kept regarding payoffThis visit was nearly - months later, the vehicle needed a tune up and I was promised the balance upon pick up and payment for repairsAnother story was attached at pick up and payoff was not made, nonetheless I held title and provided Ms*** another opportunity to make good on her word and payoff the balanceAfter several failed attempts to collect the balance, I ironically received a phone call from Ms*** regarding the need for titleI could only assume the payoff came as a result of the license plates Ms*** was driving on expired, as the vehicle was never registered as I never released title per our original agreement on payoff in This was late The said incendent with Ms*** in November originally started off with the original purchase in As I committed to fix the left rear door handle as it intermittent would open or get stuck, however this was based on our original agreementWanting to keep my word to the customer I explained that I would repair what I promised however she would be responsible for the two front doors herself, as now the front doors were not operating properly which is a BMW issue regarding the XOriginally I quoted Ms*** a price from The Car Doctor, the price I quoted going through the shop was more than Ms*** could pay or wanted to payThe technician that I had providing the services for the left rear door was speaking directly with Ms*** and asked if he could deal with her directly on the front two doorsI immediately spoke with Ms*** and explained that if she chose to you use this guy to have the doors repaired this would have ABSOLUTELY nothing to do with The Car DoctorThis information was shared via text message, in person and directly via phoneMs*** stated that she understood and wanted me to get a price for her from the technicianI provided a price and requested that she and the technician work out their schedules and the particulars as again this had nothing to do with The Car DoctorApparently Ms*** worked out arrangements with the technician and the vehicle was worked on outside of the shops facilitiesFrom my understanding the price had been discussed with the technician prior to any work being done as I sent Ms*** what the technician wanted for the services prior to the two of them communicating and making a working scheduleThe technician recalls that he told Ms*** that he needed to get additional parts from a salvage yard as the initial repairs could not be completed as he was missing itemsThis reflects why Ms*** did not allow The Car Doctor to provide the repair services as I would NOT use salvage parts for a service she pays for and Ms*** did not want to pay for dealership partsBut regardless of all that Ms*** and the technician had dialog, made plans to have services provide, money was exchanged between the two of them (from my understanding she failed to pay the entire balance at that time, per the technician)I assume they attempted to rescheduled, the plans fell through and now Ms***’ schedule was busy and when she was available said technician was not, now Ms*** wants this to be The Car Doctors’ responsibilityMs*** has documented this as she preferred to handle this via textI no longer have the long dialog as I chose to delete it from my phone after the conversations were no longer respectable as insults were fired off as she questioned my integrity regarding her decision and the insults are still be fired as documented in this claimIn conclusion, The Car Doctor has done far more too support Ms*** from the beginning of this process, sale (financing), in-house repair, service provided while a balance is owed on vehicle and showing patience as I had legal rights to repose the said vehicleThe claim I am responding to is NOT the responsibility of The Car DoctorThis should have been handled by Ms*** and the technician as the financial exchange was NOT done directly with The Car Doctor but with a technicianMs*** was told that and had one on one dialog with the technician before she moved forwardPer the technician; he attempted to reschedule multiple times and Ms***’ schedule would not allow itSurely Ms*** will agree that everything documented today is the truth and she will also agree that I attempted to help her address the concerns between her and the technicianNonetheless, I cannot control the dialog or lack of between two adultsIf The Car Doctor takes any responsibility for anything regarding Ms*** it would be the fact that I personally bent over backwards to assist her while Ms*** was going through some challenging timesI financed a portion of the sales price of the vehicle, (which has been against our standards); I did not recover or repose my vehicle after the terms of our agreement were not met, nor did I stop dealing with Ms*** after numerous promises were not kept regarding payoffI will take full responsibility for those actions however neither The Car Doctor or I am taking on the responsibility for Ms*** and her actionsMs*** made a decision to save money as The Car Doctor was not afforded the opportunity to provide service and or repairs due to priceThe documented dialog with the technician and myself clearly define NO responsibility for financial gain via The Car Doctor, therefore I conclude this claim be removed as Ms*** must be held accountable for her decisionsAgain, I apologize to the Revdex.com and to you who are handling this complaintSurely after reading this you can better understand my position and more importantly you have the whole story and timeline to develop a conclusionPlease feel free to contact me with any questionsRespectfully

I have been a customer of the Car Doctor for a few years, and have always left satisfied. I was compelled to post after extraordinary service on my [redacted] after brake failure, in which the ruptured line left me without stopping ability. The Car Doctor saw my car that day and replaced all of the defective lines, at a more than reasonable price. I usually leave my keys in the drop box for service such as State inspections, and ordinary repairs, and the Doctor always works me in the following day.

The Car Doctor always strives to provide the highest qualityservice available and to resolve any issues amicably, should they arise.On December 20, 2014, the owner of The Car Doctor, [redacted], returned a call to [redacted] who informed him of his discontent withservice he had received the week prior....

During this conversation. [redacted]requested a copy of an itemized detailed and paid repair order from thesubsequent auto repair shop involved in this issue. Also requested were anyremoved parts that were replaced and a detailed written description of why [redacted] believes The Car Doctor caused any “additional problems”.To date none of what has been requested has been submittedto The Car Doctor by [redacted].Once all has been received, plans can be made on how to bestproceed for all concerned.Respectfully yours,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], 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 resolution.]During my phone conversation with [redacted] on the stated date he never stated that I just needed to provide him the items he has stated in his response to the Revdex.com. In fact he asked for the number of the shop I had to have my vehicle towed to in order to get the damage they caused repaired. His shop manager also called me and stated that he wanted to go to the shop that repaired their work and speak to the manager there which he did and that shop manager informed me that [redacted]  the Car Doctor manager stated that they would not pay for the repairs. I am currently completing paperwork to sue the car doctor for the cost of said repairs, towing and loss of work due to their incompetence. 
Regards,
[redacted]