Toby's Battery and Auto Electric

Again, I am very sorry to hear that Mr. [redacted] has had an issue with his battery.  I would like to invite Mr. [redacted] to see me personally, along with his battery and paperwork and I will check his battery. If in fact, the battery is bad, I will gladly replace it under our warranty terms and conditions.  I am at our Trent location, [redacted]  [redacted] Monday through Wednesday from 8-5.  If this location or these times will not work, he can call me at [redacted] to set up a different time or location.  Due to the windstorm and subsequent power outage, our phone and voicemail system has been intermittent and we were unable to retrieve messages.  This has now been repaired.  Again, I apologize that Mr. [redacted] is unhappy and will do what I can to rectify this situation.   In order to process any type of warranty request, I will need to check the battery.  When Mr. [redacted] was originally here, the battery was determined to be good.  Mr. [redacted] believes it is bad.  Therefore, the battery MUST be rechecked.  In any event, the battery would have to be returned and he would have to come back. According to the terms and conditions of the warranty, a replacement battery would be provided, if in fact, the battery is deemed bad.  Sincerely,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. The mere fact I was told the battery had been "serviced" to solve the problem of bad cells indicates either a level of dishonesty or incompetence.  Lead acid batteries *cannot* be serviced. I don't have time to deal with this and will simply use the [redacted]'s battery for a core in new battey from a reputable dealer. 
Regards,
[redacted]

On 5/11/16 the vehicle came in with a complaint of no air conditioning.  The vehicle had severe front end collision damage and the technician noted that the AC condensor had been damaged during the collision and recommended replacement of the condensor and the filter dryer as it was also...

compromised. The customer declined to replace the filter dryer and asked if we would install used parts.  We advise against the use of used parts for warranty and reliability issues.  The customer approved the replacement of the AC condensor, the part was replaced, the system was evacuated and held vacuum at 27 inches for 30 minutes.  The system was then filled, the repair completed, tested and sent out.
On 5/18/16 the vehicle came back a week later with a complaint of no A/C.  We checked system and found no freon in system.  We could see dye at service ports.  Service ports do not leak with AC machine hooked up and under vacuum. Went ahead and replaced both high and low service ports (Scraeder valves) at no cost to customer as a courtesy.  Tested vehicle and sent it out working.
On 6/28/16, over a month later, vehicle came back with a complaint of no AC.  Hooked up AC machine and found that there was still freon in system and the AC clutch and condensor fans were coming on as designed.  Still had no cold air.  Performed temperature testing at AC expansion device - there was no temperature change.  This indicates that the expansion device is not turning liquid freon into gasious freon and therefore not cooling.  Advised customer the problem was not a warranty issue but a seperate problem that would not be covered since we had not done any repairs to the inoperable part.  Customer approved repair.  Then called back later and declined repair. Put vehicle back together and returned to customer with the AC not working as requested.  During this visit, the splashguard was reattached per the customers request.  The customer believed that we had left it unattached, however it is more than likely damage from the collision.  We did not charge for this as another courtesy.  
I understand that the customer is frustrated.  Older vehicles such as this one, especially with the collision damage and high mileage are more susceptible to multiple repairs.   
The AC system is a combination of many sophisticated parts that work in conjunction with each other.  Unfortunately, parts break separately from each other.  At the time of the repair, the expansion device was working as designed.  It was also working on the second visit and must have continued to work as it was over a month before the customer came back with a complaint.

I am very sorry to hear that Mr. [redacted] has had an issue with his battery.  I would like to invite Mr. [redacted] to see me personally, along with his battery and paperwork and I will check his battery. If in fact, the battery is bad, I will gladly replace it under our warranty terms and...

conditions.  I am at our Trent location, [redacted] Monday through Wednesday from 8-5.  If this location or these times will not work, he can call me at [redacted] to set up a different time or location.  Due to the windstorm and subsequent power outage, our phone and voicemail system has been intermittent and we were unable to retrieve messages.  This has now been repaired.  Again, I apologize that Mr. [redacted] is unhappy and will do what I can to rectify this situation.

Complaint: [redacted]I am rejecting this response because: this is why you have a C+ Revdex.com rating. at the intial repair ALL parts were replaced that I was advised to replace. The used part was a condenser that initially one of your workers approved of using with the stipulation that the part would not be covered under your warranty, then called back to say otherwise. Not sure why that is relavant since we replaced it with a new condenser and you still are trying to side step responsibility of the warranty. Are you suggesting that I did not want a complete repair? Your mechanic admitted overlooking the stems on the intial repair. At no time did anybody suggest replacing any other a/c parts. Again, on this last trip to your business I was informed there were only 2 more possible parts that could be replaced. Now you are saying it is a complex system with many parts.  If you do not want to cover the labor and freon for the  necessary part replacement to make my a/c work then refund the freon and labor from the initial repair so I can be free to go to another business that doesn't have a reputation for ducking warranty accountability. I find it disturbing you would think it is good business practice to think it is satisfactory for a customer to pay for a/c to be repaired and fail around a month later and not feel at all accountable. 
Sincerely,[redacted]

The customer is asking us to warranty parts and labor for a part we have never repaired or replaced.  We stand behind our products and services.  We cannot warranty something we didn't do.

Review: On December 12th, 2013, I purchased a Group 51 battery from [redacted]'s Battery. I was told the battery had a 75 month warranty with a 24 month free replacement. While the battery was a direct replacement for my 2007 TYM 273 battery, it always had trouble starting my battery and typically had to be "jumped" in cold weather. (The previous battery only needed to be jumped in the coldest of weather.)

Last week, the battery would simply not start the tractor even when jumped. Pulling the battery, I put it on a 15 ampere charger for two hours then checked the specific gravity. Three cell showed completed dead and three cells showed between 1/3 and 1/2 charged. More interestingly, the electrolyte in two of the dead cells was dark brown indicating plate failures in those two cells.

I returned the battery to [redacted]'s Batteries for replacement but they stated the battery was fine and simply needed to be "serviced" and charged. I was ask to leave the battery and pick it up in four hours or so. Needing to get back to work, I left the battery and picked up it that evening. When I picked up the battery, the employee explained they had "flushed" the battery and charged it continuing the battery now tested "good". Checking the battery when I got home, it still had three dead cells but the electrolyte was now clear - evidently "flushing" the battery meant draining and replacing the electrolyte. While replacing the electrolyte will give the battery somewhat of a short term "boost", it will not solve the underlying problem of plate failure. Actually, such a practice is simply a way to get a little more time out of a worn out battery.

I have contacted [redacted]'s Battery by phone leaving messages I would like my battery replaced under warranty but, after a week, they have not returned my calls.Desired Settlement: I would like a full refund of the $78.22 ($71.96+$6.26 tax) I paid for the battery so I can purchase a replacement from a reputable business.

Business

Response:

I am very sorry to hear that Mr. [redacted] has had an issue with his battery. I would like to invite Mr. [redacted] to see me personally, along with his battery and paperwork and I will check his battery. If in fact, the battery is bad, I will gladly replace it under our warranty terms and conditions. I am at our Trent location, [redacted] Monday through Wednesday from 8-5. If this location or these times will not work, he can call me at [redacted] to set up a different time or location. Due to the windstorm and subsequent power outage, our phone and voicemail system has been intermittent and we were unable to retrieve messages. This has now been repaired. Again, I apologize that Mr. [redacted] is unhappy and will do what I can to rectify this situation.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have already visited [redacted]'s Batteries on two occasions to resolve this issue. On the first occasion an employee told me the battery simply needed charging, to leave it and they would charge it. On the second occasion, picking up the battery, I was told by another employee the battery needed "servicing" and was "flushed and recharged. As I stated in my original complaint, lead acid batteries are not serviceable and "flushing" a battery then replacing the electrolyte eliminates the evidence of failing plates and only serves to make the battery "appear" to be trouble free.Now I am being ask to once again visit [redacted]'s Batteries at a different location and discuss this complaint with another employee who does not even identify themselves. [redacted]'s Batteries sold me a battery with a two year replacement warranty and now refuses to honor that warranty. I do no have time to make numerous visits to numerous locations in an effort to get this company to honor their warranty. I once again request a full refund for the purchase price of the battery so I may purchase a battery from a more reputable vendor such as Interstate Batteries. If [redacted]'s Batteries requires a copy of the purchase invoice to process a refund, I will provided it the Revdex.com. If they are not going to refund my money, I will consider this issue unresolvable.

Regards,

Business

Response:

Again, I am very sorry to hear that Mr. [redacted] has had an issue with his battery. I would like to invite Mr. [redacted] to see me personally, along with his battery and paperwork and I will check his battery. If in fact, the battery is bad, I will gladly replace it under our warranty terms and conditions. I am at our Trent location, [redacted] Monday through Wednesday from 8-5. If this location or these times will not work, he can call me at [redacted] to set up a different time or location. Due to the windstorm and subsequent power outage, our phone and voicemail system has been intermittent and we were unable to retrieve messages. This has now been repaired. Again, I apologize that Mr. [redacted] is unhappy and will do what I can to rectify this situation. In order to process any type of warranty request, I will need to check the battery. When Mr. [redacted] was originally here, the battery was determined to be good. Mr. [redacted] believes it is bad. Therefore, the battery MUST be rechecked. In any event, the battery would have to be returned and he would have to come back. According to the terms and conditions of the warranty, a replacement battery would be provided, if in fact, the battery is deemed bad.