Tigard Premier Auto Care

The fact of the matter is that our business is not responsible for his car's mechanical failure ofhis year old radiatorThat would be like saying if we changed the oil for someone and theyget a flat tire two weeks later and blaming us for the flatIt Is quite possible In his state ofmind he was not receptive to what I was trying to say as he was frustrated due to the nature ofthe situation as would anyone under time constraintNo one wants to be stranded on the sideof the road, but It happens dailyHowever, he is placing blame where he should notWe simplyrepaired what was failing at the time, which in his case was a electrical portion of thethermostat housing.The client stated that BMW's technician said that damage "could have occurred", does NOTmean it damage occurredCorrelation does not equal causation In this instanceOur businessprides Itself on NOT overselling like the dealerships doWe do not do unnecessary repairs andcall it preventative maintenance like many places do.To put this into simpler terms, If I were a physician and I repaired a broke wrist for a patientthat came in and days later this same patients' rotator cuff gives out, the doctor Is notresponsible for the patients wear and tear on his shoulderThe patient simply needsmore treatmentJust as a doctor cannot predict the future health of his client, nor can wepredict when a radiator is going to give outIn his own words, his car was in his possession fordays, had there been a problem, he would have seen evidence of ItWhen we replaced thethermostat we drained, refilled and checked operation of cooling system after the placement ofnew thermostatHad there been a problem with the radiator at that time It would have beendetectedIt passed all tests at the time.Sincerely,Tom R [redacted] Please view attached document

Complaint: ***
I am rejecting this response because:The response from Tom at Tigard Premier Auto was short on facts and long on incorrect informationYes, I called him to advise him that my BMW had overheated on Hwy entering Portland while taking my grandson to an important doctors appointmentHis explanation of the conversation was no where near accurateI advised him that I was unable to drive the car and that the closest place to get it cooled down and evaluated was Portland BMW, not KUNI BMW, off the Jefferson St/Providence Park exit of Hwy He said that he could order a tow truck to come pick up my car, periodHe mad no mention of a loaner car aor the fact that the car would have to be repaired by his shop or a NAPA shopOnly that it would take a while to get a tow truck to my locationI informed him that I had to have my grandson at his doctor's appointment in roughly minutes and would have to take the ride from Portland BMW to get thereAt the same time I told him that I needed the work done by someone ASAP, and that I wanted a repair that would be impartial to any defects because of work performedHe offered no solution other than to wait on a tow truck and that his mechanics could look at the problemsThis was not the first time that Tigard Auto had performed work and problems had occurred after getting paid and my driving away from their shopThere were instances of gaskets leaking after replacement and brakes not performing up to standards after being replacedI made every effort to give Tigard Auto every benefit of doubt in every case and returned for additional workThis incident was the final straw and one requiring a third party opinion and workI would have been foolish to have said that I wanted a BMW dealership to do the work knowing full well that it would be more expensiveIt was a case of needing to get appropriate work done and identify any improper work that might have caused this major collapse of the cooling system after no incidents prior to Tigard Auto doing repairs days earlierIf there had been deterioration to the radiator, or repairs needed due to age, I would have expected Tigard Auto to have found these types of things in their diagnosis and examination during the recent visit and repairs doneInstead, they try to make the case after the fact that the car was years old and THAT would surely be the cause of this failureThere are a lot of parts on the car that are not failing, and there is the evaluation stated on the Portland BMW receipt that states that this radiator crack has occurred in the past when third party mechanics put undue and improper pressure on the neck of the radiator when replacing a thermostatTHE EXACT WORK THAT TIGARD AUTO PERFORMED DAYS EARLIER.Tigard Auto made a payment to me of $435, noting on the check; "Token of good will", expecting that this was their total responsibility in this matterI can assure you that neither the statement of goodwill nor the expectation that they held no more responsibility is far from the truthIf it takes picketing of the business on public walkways, or other legal means of the pursuit of fairness and accountability that may in fact be necessary.The Revdex.com is supposed to be more than a vehicle of just passing communication back and forth between parties in disagreement, it is supposed to be a Professional organization of support and protection of the consumerIt is becoming rather clear that the appropriate path for complaints might be better taken through the State of Oregon, Department of Consumer Services than through the Revdex.comThe Federal Consumer Protection Bureau might also be appropriate for inclusion in all of these communicationsIt is unfortunate that these lengths need to be pursued in order to rectify problems that will continue to harm consumers in the State of Oregon
Sincerely,
*** ***

The fact of the matter is that our business is not responsible for his car's mechanical failure ofhis 14 year old radiator. That would be like saying if we changed the oil for someone and theyget a flat tire two weeks later and blaming us for the flat. It Is quite possible In his state ofmind he was not receptive to what I was trying to say as he was frustrated due to the nature ofthe situation as would anyone under time constraint. No one wants to be stranded on the sideof the road, but It happens daily. However, he is placing blame where he should not. We simplyrepaired what was failing at the time, which in his case was a electrical portion of thethermostat housing.The client stated that BMW's technician said that damage "could have occurred", does NOTmean it damage occurred. Correlation does not equal causation In this instance. Our businessprides Itself on NOT overselling like the dealerships do. We do not do unnecessary repairs andcall it preventative maintenance like many places do.To put this into simpler terms, If I were a physician and I repaired a broke wrist for a patientthat came in and 19 days later this same patients' rotator cuff gives out, the doctor Is notresponsible for the patients normal wear and tear on his shoulder. The patient simply needsmore treatment. Just as a doctor cannot predict the future health of his client, nor can wepredict when a radiator is going to give out. In his own words, his car was in his possession for19 days, had there been a problem, he would have seen evidence of It. When we replaced thethermostat we drained, refilled and checked operation of cooling system after the placement ofnew thermostat. Had there been a problem with the radiator at that time It would have beendetected. It passed all tests at the time.Sincerely,Tom R[redacted]Please view attached document.

Complaint: [redacted]
I am rejecting this response because: It does not present the failures that occurred and the "causations" as he refers to them. While I am currently on vacation I most certainly will be offering a full and thorough response upon my return.Further rebuttal will follow with specifics about this merchant and the business that they do.
Sincerely,
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Gregg Hill's Home Improvement regarding complaint ID...

[redacted].
Regards,
[redacted]

I received a phone call in the afternoon of May 30th, 2017 from [redacted] stating that his 2003 BMW was on the freeway and was overheating.   Previously, [redacted] had brought in his vehicle for check engine light which was diagnosed as needing thermostat per code PO1619 -(Electronic Thermostat...

Failure).  The vehicle radiator was not cracked nor leaking coolant at that time.    I advised [redacted] that we would send out a tow truck out as soon as possible and get his car back to the shop and get him a loaner car until his car could be assessed as it was getting late in the day. [redacted] declined as he said he wanted to take it to KUNI.  Advised [redacted] that if there was a warranty issue, like any other warranty, it must be returned to the place of original service at Tigard Premier Auto Care or taken to the nearest NAPA Auto Care Center to avoid voiding any warranty.  [redacted] Chose to take it elsewhere.  The thermostat passed all performance tests.  Even in the word's of KUNI's own tech on the repair order it states that the radiator was found to be CRACKED and was OE (original equipment) meaning that his radiator was approximately 14 years old.  His radiator simply cracked due to age.  The fact [redacted] chose to fix a new problem with his vehicle at a different repair facility has absolutely nothing to do with the repair of the thermostat placed at our place of business.  We wish him the best in the future.Sincerely,Tom R[redacted]