The Village Ride, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response 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.] Regards, [redacted]

GreetingsThis letter is in response to a complaint which we received from your office on behalf of a customer of ours The ID# for the complaint is *** As we read the letter from them to you, there were a few thoughts and points which we would like to make clear to you.As the
customer stated, the AWD (all wheel drive) light was staying on The problem was as they stated, in terms of the actual cause (drive axle splines damaged not allowing axles to engage resulting in code being set in the module)Please see the attached paid invoices to verify our diagnosis and repairs As they indicated, the initial repairs were finished and the vehicle was picked up on 4/30/ We assume our work was performed to their satisfaction since we didn't hear back from them until a month later which involved the fluid leak The customer then contacted us due to a fluid leak They brought the vehicle in on 5/26/to have us re-check our repairs which was almost a month later and approximately miles of driving What we found was that the leak was coming from an internal seal that was located between the transfer case and the oil pan It is not a part of the repairs which we performed originally on 4/30/invoice #to replace that seal. To replace that seal calls for hours of labor (which requires the removal of the differtial from the vehicle)Calculating our labor rate of $per hour, we would normally charge $because of it being extremely difficult to reach and replace (Please see the attached labor hours figure according to Mitchell's Labor Guide which we use for our labor guide) Also, the vehicle had 137,at the time of the first repair Considering that the seal had lasted that many miles on a year old vehicle, an owner should be aware that, at the time and miles, any seal has the potential of failing We charged the customer hours ($276.50) to replace the seal as a good faith gesture, not because we believed we were negligent , but because the customer believed we were at fault Furthermore, we requested the customer to tell us what he believed was fair to charge him When he declined to state a figure, we adjusted our labor charge by some $downward to attempt a reasonable adjustment The customer stated that he thought our offer was fair We always consider customer satisfaction at the top of our list of priorities and therefore restated our offer to allow him to state a figure that would be agreeable We were satisfied at that time that we had tried to go the "second mile" with him and his wife.Regarding the *** *** statement on their website that we offer a 10% discount for senior citizens, there is something that the customer is not aware of. *** *** approached us some time in early to advertise through them We had never advertised before, having been in business for some years (we began in March, 1988) and we never needed to go beyond our word of mouth customer's referral approach They kept re-contacting us until we finally decided to go ahead for one year At the end of that calendar year we decided to cancel since we have always been very busy and carry a full schedule anyway At least once a year since 2012, *** *** contacts us to see if we are willing to advertise and our answer is always the same, "Thank you, but no." They apparently continue to post our business on their site and tell their customers that we offer a 10% discount to seniors I suppose that this is their business if they want to post our prices are already below the industry standards In conclusion, it would be our reasoned response that we had attempted to work things out with this customer in advance of any potential problem We understand that unhappy customers are the last thing that any business needs or wantsYet, in this case it would seem that we gave the customer the alternative of offering his own solution Which he declined Apparently, the amount we charged, $seemed reasonable to him, because he didn't refuse to pay this amount.We wish to thank you at the Revdex.com for you contacting us We trust that you will communicate with the customer our response If there is anything more we can do to clarify our position, we stand ready and willing to do just that.Sincerely,Rick Gillam Brooks Gillam

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response 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.]
Regards,
[redacted]