To whom it may concern, This vehicle arrived at our Camarillo repair facility on December 14, During the process of repairs we received a phone call from our parts vendor stating that the removable hard top for this make and model of vehicle was no longer availableWe then notified our client and began a search for Aftermarket and/or a LKQ (used) hard top assembly as required by our client's policy with his insurance company This did cause a delay with the completion date as we had to wait before receiving the LKQ hard top assemblyAt this point though we put our client into a rental vehicle and covered the cost 100% for him until his vehicle was ready for pick-up At the time of piour client noticed a socket still attached to a frame bolt on his vehicleThis bolt was not left by our repair facility but was left by our sublet mechanic shop who did the alignmentOur client then became upset but ultimately took delivery of the vehicleA few days later we contacted the client to check on his satsfaction with the repairsHe stated concerns about the check engine light, oil leak, and shaking alignmentHe refused to bring the vehicle back to the Camarillo location but he agreed to bring his vehicle to our Thousand Oaks locationA representative from the Thousand Oaks location met him at his work, delivered a rental vehicle to him, and brought his vehicle back to the Thousand Oaks locationWe then sent our client's vehicle to a sublet mechanic which we have not used previously in order to attain an unbiased diagnosis of our client's concerns We had a computerized alignment completed, spin balanced his vehicle's wheels, and replaced the right front tire which was causing the pulling issue the client had complained aboutThis pulling was due to of the tires being new and the right front tire showing major wearThe computerized alignment showed the vehicle was in factory specifications and the pulling issue was corrected along with the shaking at freeway speeds that the client was concerned about When our customers concerns were all addressed and corrected we then advised our mechanic to do a complete multi point inspectionOur mechanic topped off all fluids and began further diagnosis of the engine light at no cost to our clientDuring the inspection is was documented that the check engine light was a pre-collision condition and that at some point someone had tried to correct the check engine light by recently replacing an oxygen sensorAt this point we contacted our client's insurance company and notified them of their insured's concerns relating to the alignment shaking and check engine light Our client's insurance company sent a representative to our Thousand Oaks location to inspect and test drive the vehicleThe client's insurance company confirmed the alignment and shaking had been resolvedMost importantly our client's insurance company made the determination that the check engine light and oil leak where all unrelated to the claim and was a pre-collision conditionThis decision was made by the insurance company and not by an employee from either our Camarillo or Thousand Oaks location At this point the representative from our Thousand Oaks location contacted our client and advised his concerns had been addressed and the check engine light and oil leak were all determined to be unrelated to the accidentWe advised our client of the mechanics diagnosis and provided documentation from our mechanic by email to our clientWe also included a quote to repair the check engine light and oil leak if the client chose to do soThe client became very upset and demanded we fix all the unrelated repairsWe advised we would not be able to do soWe then had the client's vehicle completely detailed and delivered the vehicle back to client's workplace Not long after we received a phone call from our client advising that his wheel lock set had not been replaced and the locking key was missing on each wheel We assumed % reliability for the lug nut kit not being reinstalled on the vehicleWe advised the client's insurance company of our error We offered to drive to our client's home and/or workplace to replace his locking lug nut kit but he declined, became upset and began to threaten our representative We attached copies of our mechanics diagnosis and quotes to correct check engine light and oil leak which we provided to our client as well Thank you,
Complaint: I am rejecting this response because: there are several inaccurate details listed and important details omitted I was not notified of the delay in the repair process until 1/6/2016, nearly a month after the vehicle was received The rental vehicle was not covered 100%, as I still had to pay the out of pocket extra for a vehicle of comparable size for my workThe first time I picked the vehicle up (1/22/2016) there was the knocking sound and the seat belt was not properly functioningThis was my first indication that there was no quality control with this shopI would like to add that this was at 7:pm, after I waited for and a half hours in the lobby as I was told the vehicle would be ready at When I found the socket left on my sub-frame,my concern was not who left it there, but what kind of quality control checks are being done by the shop when they send out vehicles with potential hazards on themThe shop listed on an invoice to my insurance company that a shroud had been installed when it had not, and this was completed later by Shelly's as shown on their invoice The Camarillo location initiated contact with the Thousand Oaks location after the discovery of the socketAt this point, I was allowing the shop to fix its mistakeI did not make any refusals The check engine light came on while the Thousand Oaks representative had my vehicle, I had no prior knowledge of a check engine lightThe oxygen sensor was replaced in 2012, as the factory sensor failedThe shop never assumed "reliability" for the missing lug nutsA representative from the insurance company made the offer to replace the locking lug kitNo threats were ever made, as I discontinued contact with the shop after notifying them of their error via text message In summary, this shop is responsible for numerous errors, none of which were addressed despite several chances to resolve the situationThe lack of professionalism and potentially harmful negligence of this shop is astounding Regards, E [redacted] ***
Complaint: 11116851
I am rejecting this response because: there are several inaccurate details listed and important details omitted.
I was not notified of the delay in the repair process until 1/6/2016, nearly a month after the vehicle was received.
The rental vehicle was not covered 100%, as I still had to pay the out of pocket extra for a vehicle of comparable size for my work.
The first time I picked the vehicle up (1/22/2016) there was the knocking sound and the seat belt was not properly functioning. This was my first indication that there was no quality control with this shop. I would like to add that this was at 7:30 pm, after I waited for 2 and a half hours in the lobby as I was told the vehicle would be ready at 5.
When I found the socket left on my sub-frame,my concern was not who left it there, but what kind of quality control checks are being done by the shop when they send out vehicles with potential hazards on them.
The shop listed on an invoice to my insurance company that a shroud had been installed when it had not, and this was completed later by Shelly's as shown on their invoice.
The Camarillo location initiated contact with the Thousand Oaks location after the discovery of the socket. At this point, I was allowing the shop to fix its mistake. I did not make any refusals.
The check engine light came on while the Thousand Oaks representative had my vehicle, I had no prior knowledge of a check engine light. The oxygen sensor was replaced in 2012, as the factory sensor failed.
The shop never assumed "reliability" for the missing lug nuts. A representative from the insurance company made the offer to replace the locking lug kit. No threats were ever made, as I discontinued contact with the shop after notifying them of their error via text message.
In summary, this shop is responsible for numerous errors, none of which were addressed despite several chances to resolve the situation. The lack of professionalism and potentially harmful negligence of this shop is astounding.
Regards,
E[redacted]
This vehicle arrived at our Camarillo repair facility on December 14, 2015. During the process of repairs we received a phone call from our parts vendor stating that the removable hard top for this make and model of vehicle was no...
longer available. We then notified our client and began a search for Aftermarket and/or a LKQ (used) hard top assembly as required by our client's policy with his insurance company. This did cause a delay with the completion date as we had to wait before receiving the LKQ hard top assembly. At this point though we put our client into a rental vehicle and covered the cost 100% for him until his vehicle was ready for pick-up. At the time of pick-up our client noticed a socket still attached to a frame bolt on his vehicle. This bolt was not left by our repair facility but was left by our sublet mechanic shop who did the alignment. Our client then became upset but ultimately took delivery of the vehicle. A few days later we contacted the client to check on his satsfaction with the repairs. He stated concerns about the check engine light, oil leak, and shaking alignment. He refused to bring the vehicle back to the Camarillo location but he agreed to bring his vehicle to our Thousand Oaks location. A representative from the Thousand Oaks location met him at his work, delivered a rental vehicle to him, and brought his vehicle back to the Thousand Oaks location. We then sent our client's vehicle to a sublet mechanic which we have not used previously in order to attain an unbiased diagnosis of our client's concerns. We had a computerized alignment completed, spin balanced his vehicle's wheels, and replaced the right front tire which was causing the pulling issue the client had complained about. This pulling was due to 3 of the tires being new and the right front tire showing major wear. The computerized alignment showed the vehicle was in factory specifications and the pulling issue was corrected along with the shaking at freeway speeds that the client was concerned about. When our customers concerns were all addressed and corrected we then advised our mechanic to do a complete multi point inspection. Our mechanic topped off all fluids and began further diagnosis of the engine light at no cost to our client. During the inspection is was documented that the check engine light was a pre-collision condition and that at some point someone had tried to correct the check engine light by recently replacing an oxygen sensor. At this point we contacted our client's insurance company and notified them of their insured's concerns relating to the alignment shaking and check engine light. Our client's insurance company sent a representative to our Thousand Oaks location to inspect and test drive the vehicle. The client's insurance company confirmed the alignment and shaking had been resolved. Most importantly our client's insurance company made the determination that the check engine light and oil leak where all unrelated to the claim and was a pre-collision condition. This decision was made by the insurance company and not by an employee from either our Camarillo or Thousand Oaks location.
At this point the representative from our Thousand Oaks location contacted our client and advised his concerns had been addressed and the check engine light and oil leak were all determined to be unrelated to the accident. We advised our client of the mechanics diagnosis and provided documentation from our mechanic by email to our client. We also included a quote to repair the check engine light and oil leak if the client chose to do so. The client became very upset and demanded we fix all the unrelated repairs. We advised we would not be able to do so. We then had the client's vehicle completely detailed and delivered the vehicle back to client's workplace. Not long after we received a phone call from our client advising that his wheel lock set had not been replaced and the locking key was missing on each wheel. We assumed 100 % reliability for the lug nut kit not being reinstalled on the vehicle. We advised the client's insurance company of our error. We offered to drive to our client's home and/or workplace to replace his locking lug nut kit but he declined, became upset and began to threaten our representative.
We attached copies of our mechanics diagnosis and quotes to correct check engine light and oil leak which we provided to our client as well.
To whom it may concern, This vehicle arrived at our Camarillo repair facility on December 14, During the process of repairs we received a phone call from our parts vendor stating that the removable hard top for this make and model of vehicle was no longer availableWe then notified our client and began a search for Aftermarket and/or a LKQ (used) hard top assembly as required by our client's policy with his insurance company This did cause a delay with the completion date as we had to wait before receiving the LKQ hard top assemblyAt this point though we put our client into a rental vehicle and covered the cost 100% for him until his vehicle was ready for pick-up At the time of piour client noticed a socket still attached to a frame bolt on his vehicleThis bolt was not left by our repair facility but was left by our sublet mechanic shop who did the alignmentOur client then became upset but ultimately took delivery of the vehicleA few days later we contacted the client to check on his satsfaction with the repairsHe stated concerns about the check engine light, oil leak, and shaking alignmentHe refused to bring the vehicle back to the Camarillo location but he agreed to bring his vehicle to our Thousand Oaks locationA representative from the Thousand Oaks location met him at his work, delivered a rental vehicle to him, and brought his vehicle back to the Thousand Oaks locationWe then sent our client's vehicle to a sublet mechanic which we have not used previously in order to attain an unbiased diagnosis of our client's concerns We had a computerized alignment completed, spin balanced his vehicle's wheels, and replaced the right front tire which was causing the pulling issue the client had complained aboutThis pulling was due to of the tires being new and the right front tire showing major wearThe computerized alignment showed the vehicle was in factory specifications and the pulling issue was corrected along with the shaking at freeway speeds that the client was concerned about When our customers concerns were all addressed and corrected we then advised our mechanic to do a complete multi point inspectionOur mechanic topped off all fluids and began further diagnosis of the engine light at no cost to our clientDuring the inspection is was documented that the check engine light was a pre-collision condition and that at some point someone had tried to correct the check engine light by recently replacing an oxygen sensorAt this point we contacted our client's insurance company and notified them of their insured's concerns relating to the alignment shaking and check engine light Our client's insurance company sent a representative to our Thousand Oaks location to inspect and test drive the vehicleThe client's insurance company confirmed the alignment and shaking had been resolvedMost importantly our client's insurance company made the determination that the check engine light and oil leak where all unrelated to the claim and was a pre-collision conditionThis decision was made by the insurance company and not by an employee from either our Camarillo or Thousand Oaks location At this point the representative from our Thousand Oaks location contacted our client and advised his concerns had been addressed and the check engine light and oil leak were all determined to be unrelated to the accidentWe advised our client of the mechanics diagnosis and provided documentation from our mechanic by email to our clientWe also included a quote to repair the check engine light and oil leak if the client chose to do soThe client became very upset and demanded we fix all the unrelated repairsWe advised we would not be able to do soWe then had the client's vehicle completely detailed and delivered the vehicle back to client's workplace Not long after we received a phone call from our client advising that his wheel lock set had not been replaced and the locking key was missing on each wheel We assumed % reliability for the lug nut kit not being reinstalled on the vehicleWe advised the client's insurance company of our error We offered to drive to our client's home and/or workplace to replace his locking lug nut kit but he declined, became upset and began to threaten our representative We attached copies of our mechanics diagnosis and quotes to correct check engine light and oil leak which we provided to our client as well Thank you,
Complaint: I am rejecting this response because: there are several inaccurate details listed and important details omitted I was not notified of the delay in the repair process until 1/6/2016, nearly a month after the vehicle was received The rental vehicle was not covered 100%, as I still had to pay the out of pocket extra for a vehicle of comparable size for my workThe first time I picked the vehicle up (1/22/2016) there was the knocking sound and the seat belt was not properly functioningThis was my first indication that there was no quality control with this shopI would like to add that this was at 7:pm, after I waited for and a half hours in the lobby as I was told the vehicle would be ready at When I found the socket left on my sub-frame,my concern was not who left it there, but what kind of quality control checks are being done by the shop when they send out vehicles with potential hazards on themThe shop listed on an invoice to my insurance company that a shroud had been installed when it had not, and this was completed later by Shelly's as shown on their invoice The Camarillo location initiated contact with the Thousand Oaks location after the discovery of the socketAt this point, I was allowing the shop to fix its mistakeI did not make any refusals The check engine light came on while the Thousand Oaks representative had my vehicle, I had no prior knowledge of a check engine lightThe oxygen sensor was replaced in 2012, as the factory sensor failedThe shop never assumed "reliability" for the missing lug nutsA representative from the insurance company made the offer to replace the locking lug kitNo threats were ever made, as I discontinued contact with the shop after notifying them of their error via text message In summary, this shop is responsible for numerous errors, none of which were addressed despite several chances to resolve the situationThe lack of professionalism and potentially harmful negligence of this shop is astounding Regards, E [redacted] ***
Complaint: 11116851
I am rejecting this response because: there are several inaccurate details listed and important details omitted.
I was not notified of the delay in the repair process until 1/6/2016, nearly a month after the vehicle was received.
The rental vehicle was not covered 100%, as I still had to pay the out of pocket extra for a vehicle of comparable size for my work.
The first time I picked the vehicle up (1/22/2016) there was the knocking sound and the seat belt was not properly functioning. This was my first indication that there was no quality control with this shop. I would like to add that this was at 7:30 pm, after I waited for 2 and a half hours in the lobby as I was told the vehicle would be ready at 5.
When I found the socket left on my sub-frame,my concern was not who left it there, but what kind of quality control checks are being done by the shop when they send out vehicles with potential hazards on them.
The shop listed on an invoice to my insurance company that a shroud had been installed when it had not, and this was completed later by Shelly's as shown on their invoice.
The Camarillo location initiated contact with the Thousand Oaks location after the discovery of the socket. At this point, I was allowing the shop to fix its mistake. I did not make any refusals.
The check engine light came on while the Thousand Oaks representative had my vehicle, I had no prior knowledge of a check engine light. The oxygen sensor was replaced in 2012, as the factory sensor failed.
The shop never assumed "reliability" for the missing lug nuts. A representative from the insurance company made the offer to replace the locking lug kit. No threats were ever made, as I discontinued contact with the shop after notifying them of their error via text message.
In summary, this shop is responsible for numerous errors, none of which were addressed despite several chances to resolve the situation. The lack of professionalism and potentially harmful negligence of this shop is astounding.
Regards,
E[redacted]
To whom it may concern,
This vehicle arrived at our Camarillo repair facility on December 14, 2015. During the process of repairs we received a phone call from our parts vendor stating that the removable hard top for this make and model of vehicle was no...
longer available. We then notified our client and began a search for Aftermarket and/or a LKQ (used) hard top assembly as required by our client's policy with his insurance company. This did cause a delay with the completion date as we had to wait before receiving the LKQ hard top assembly. At this point though we put our client into a rental vehicle and covered the cost 100% for him until his vehicle was ready for pick-up. At the time of pick-up our client noticed a socket still attached to a frame bolt on his vehicle. This bolt was not left by our repair facility but was left by our sublet mechanic shop who did the alignment. Our client then became upset but ultimately took delivery of the vehicle. A few days later we contacted the client to check on his satsfaction with the repairs. He stated concerns about the check engine light, oil leak, and shaking alignment. He refused to bring the vehicle back to the Camarillo location but he agreed to bring his vehicle to our Thousand Oaks location. A representative from the Thousand Oaks location met him at his work, delivered a rental vehicle to him, and brought his vehicle back to the Thousand Oaks location. We then sent our client's vehicle to a sublet mechanic which we have not used previously in order to attain an unbiased diagnosis of our client's concerns. We had a computerized alignment completed, spin balanced his vehicle's wheels, and replaced the right front tire which was causing the pulling issue the client had complained about. This pulling was due to 3 of the tires being new and the right front tire showing major wear. The computerized alignment showed the vehicle was in factory specifications and the pulling issue was corrected along with the shaking at freeway speeds that the client was concerned about. When our customers concerns were all addressed and corrected we then advised our mechanic to do a complete multi point inspection. Our mechanic topped off all fluids and began further diagnosis of the engine light at no cost to our client. During the inspection is was documented that the check engine light was a pre-collision condition and that at some point someone had tried to correct the check engine light by recently replacing an oxygen sensor. At this point we contacted our client's insurance company and notified them of their insured's concerns relating to the alignment shaking and check engine light. Our client's insurance company sent a representative to our Thousand Oaks location to inspect and test drive the vehicle. The client's insurance company confirmed the alignment and shaking had been resolved. Most importantly our client's insurance company made the determination that the check engine light and oil leak where all unrelated to the claim and was a pre-collision condition. This decision was made by the insurance company and not by an employee from either our Camarillo or Thousand Oaks location.
At this point the representative from our Thousand Oaks location contacted our client and advised his concerns had been addressed and the check engine light and oil leak were all determined to be unrelated to the accident. We advised our client of the mechanics diagnosis and provided documentation from our mechanic by email to our client. We also included a quote to repair the check engine light and oil leak if the client chose to do so. The client became very upset and demanded we fix all the unrelated repairs. We advised we would not be able to do so. We then had the client's vehicle completely detailed and delivered the vehicle back to client's workplace. Not long after we received a phone call from our client advising that his wheel lock set had not been replaced and the locking key was missing on each wheel. We assumed 100 % reliability for the lug nut kit not being reinstalled on the vehicle. We advised the client's insurance company of our error. We offered to drive to our client's home and/or workplace to replace his locking lug nut kit but he declined, became upset and began to threaten our representative.
We attached copies of our mechanics diagnosis and quotes to correct check engine light and oil leak which we provided to our client as well.
Thank you,