[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This is in response to J&W's answer to my ComplaintOf note, J&W avers that this matter could have been avoided had I contacted them prior to authorizing *** *** to work on my vehicleTo the contrary, they'd been given two prior opportunities to remedy the situation, at my expense, and obviously was unable to properly repair the vehicleDue to their negligence, I was again driving the vehicle that they had poorly repaired in the rain heading approximately miles away, toward Delaware County with two infants in towGiven the fact they're obviously inept in their efforts to properly repair the vehicle, and since I was in the same vicinity of ***, I had no other choice but to have *** diagnose my vehicle as it was unsafe to continue driving let alone considering continuing to drive the vehicle in its state of disrepair due to J&W's faulty work would have resulted in additional damage to the drivetrain and all-wheel drive systemWhile it is true that I scheduled an appointment to have J&W look over the car, yet again, I had no other choice but to have *** *** work on my car as I was not going to put my life and/or infants' lives in jeopardy, let alone risk further damage to my vehicle if I continued to drive and have J&W attempt to repair the vehicle for a THIRD time.The averment that J&W noted in their response is untrue as I contacted them on after I dropped the vehicle off for diagnosis at *** ***As for my "history" of not showing up for appointments, I had an appointment with them some months back pertaining to their disrepair of yet the same issueHowever, I called them the day before and left a voicemail apologizing but informing them that I was ill and unable to drop off the carI did not do a "no show." Further, even if this allegation were true, I've never been advised of my obligation to notify a mechanic of an inability to keep a scheduled appointment.Given this, J&W is simply attempting to deflect and shift the liability of their faulty repairs to me and their "manufacturer"Even further, again, J&W repaired this part two times prior to this third necessary repair! Their ability to properly perform maintenance on a vehicle is obviously questionable, to say the leastThey also aver that they could have repaired the vehicle (yet again) in the same day so as to avoid the necessity of a rental vehicleContrarily, their repair history of this part to this vehicle never occurred in one dayAnd not once despite their shoddy work, did they ever offer to provide me with an alternative means of transportationJ&W has the audacity to say their part's unreliability was "questionable." One could understand this to possibly be the case with the initial repair; but, they'd previously repaired this part twice and yet again their shoddy work and inferior parts rendered my vehicle inoperableI refused to take my life, as well as the lives of two infants into jeopardy due to their third-rate work and parts, let alone take a chance at further damaging my vehicle.In response to their statement that they're a small business, this is not my problem and I understand why they are a small business since they're incapable of repairing a vehicleLikewise, It's not my fault that the parts they purchase from their "manufacturer" are defectiveThey indicate it's a major expense to them; bluntly, it's a major expense to me as was the livelihood of the people in my vehicle and the vehicle itselfI'm a mother on disability and I'm doing my very best to maintain my family's expenses and no way, no how is it my fault that J&W is obviously inept at repairing vehicles.In response to their excuse that the "manufacturer" may take up to days to review and decide on the reimbursement claim, again, why is that issue causing me and my family a major expense? I've paid in full them as has my vehicle's warranty company for the repair to this part on two separate occasionsIt's their fault that their cheapjack work made it necessary to have the car repaired a third time.As of today, the vehicle is running perfectly thanks to *** *** obvious ability to properly repair a vehicleAdditionally, of note, is the fact that J&W has given me the runaround about their "manufacturer's rep" coming to manually pithe receiptsIt took almost two weeks for this to even occur.J&W simply could care less about their work, their parts, my life, the lives of two infants, and further damage to my vehicleGiven these factors, I respectfully request the Revdex.com render a decision in my favor and have J&W reimburse me for my out-of-pocket expenses due to their poor repairs and have them, in turn, seek reimbursement for those expenses from their manufacturerQuite frankly, I didn't contract with the "manufacturer" for these defective parts over and over again, they did.Thank you for your consideration in this regard
Sincerely,*** ***
Dear [redacted],Thank you for informing me of the customer's complaint. We are proceeding in as timely a way as possible to resolve her complaint given the circumstances. Unfortunately much of the customer's problems could have been avoided if only she had contacted me prior to giving authorization...
to [redacted] to proceed with the repair of her vehicle: Approximately a week to a week and a half prior to the breakdown, she scheduled an appointment with me to evaluate a noise coming from the drivetrain of her car, The appointment was scheduled for May 5, 2016. She never showed up for the appointment nor did she contact me to inform me she was having a problem. She has had a history of not showing up for appointments. On May 6, 2016 I received a phone call informing me that she had [redacted] diagnose and repair the faulty part and she had incurred the charges referenced in her complaint. These charges also included maintenance services which were not related to the breakdown.I understand the customer's frustration with a repeat breakdown, but I could have saved her the entire expense of this event if only she called me to let me know what was going on. I would have paid for transporting her and her vehicle to my shop and replace the faulty part with another manufacturer's part given the questionable reliability of the part we installed. It would have been completed in a day with minimal inconvenience to her and no out of pocket expense.We are a small business, and the reimbursement for her claim is a major expense for us and as a result we are seeking reimbursement from the manufacturer. They have informed me it could take up to 45 days for them to give me a response for this claim. We are doing everything possible on our part to resolve this matter to her satisfaction. I only ask that she be patient while this claim is being processed.Sincerely, John D.PresidentMay 23, 2016P.S. Regarding the repair invoice for 815.50, the amount needs to be adjusted down to reflect the oil change and transfer case fluid change services which were unrelated to the breakdown. Removing the oil change at 39.95 and the transfer case fluid at 32.97 plus sales tax would result in a figure of 739.70. This plus the rental car expense of 100.54 would result in a total claim amount of 840.24.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This is in response to J&W's answer to my ComplaintOf note, J&W avers that this matter could have been avoided had I contacted them prior to authorizing *** *** to work on my vehicleTo the contrary, they'd been given two prior opportunities to remedy the situation, at my expense, and obviously was unable to properly repair the vehicleDue to their negligence, I was again driving the vehicle that they had poorly repaired in the rain heading approximately miles away, toward Delaware County with two infants in towGiven the fact they're obviously inept in their efforts to properly repair the vehicle, and since I was in the same vicinity of ***, I had no other choice but to have *** diagnose my vehicle as it was unsafe to continue driving let alone considering continuing to drive the vehicle in its state of disrepair due to J&W's faulty work would have resulted in additional damage to the drivetrain and all-wheel drive systemWhile it is true that I scheduled an appointment to have J&W look over the car, yet again, I had no other choice but to have *** *** work on my car as I was not going to put my life and/or infants' lives in jeopardy, let alone risk further damage to my vehicle if I continued to drive and have J&W attempt to repair the vehicle for a THIRD time.The averment that J&W noted in their response is untrue as I contacted them on after I dropped the vehicle off for diagnosis at *** ***As for my "history" of not showing up for appointments, I had an appointment with them some months back pertaining to their disrepair of yet the same issueHowever, I called them the day before and left a voicemail apologizing but informing them that I was ill and unable to drop off the carI did not do a "no show." Further, even if this allegation were true, I've never been advised of my obligation to notify a mechanic of an inability to keep a scheduled appointment.Given this, J&W is simply attempting to deflect and shift the liability of their faulty repairs to me and their "manufacturer"Even further, again, J&W repaired this part two times prior to this third necessary repair! Their ability to properly perform maintenance on a vehicle is obviously questionable, to say the leastThey also aver that they could have repaired the vehicle (yet again) in the same day so as to avoid the necessity of a rental vehicleContrarily, their repair history of this part to this vehicle never occurred in one dayAnd not once despite their shoddy work, did they ever offer to provide me with an alternative means of transportationJ&W has the audacity to say their part's unreliability was "questionable." One could understand this to possibly be the case with the initial repair; but, they'd previously repaired this part twice and yet again their shoddy work and inferior parts rendered my vehicle inoperableI refused to take my life, as well as the lives of two infants into jeopardy due to their third-rate work and parts, let alone take a chance at further damaging my vehicle.In response to their statement that they're a small business, this is not my problem and I understand why they are a small business since they're incapable of repairing a vehicleLikewise, It's not my fault that the parts they purchase from their "manufacturer" are defectiveThey indicate it's a major expense to them; bluntly, it's a major expense to me as was the livelihood of the people in my vehicle and the vehicle itselfI'm a mother on disability and I'm doing my very best to maintain my family's expenses and no way, no how is it my fault that J&W is obviously inept at repairing vehicles.In response to their excuse that the "manufacturer" may take up to days to review and decide on the reimbursement claim, again, why is that issue causing me and my family a major expense? I've paid in full them as has my vehicle's warranty company for the repair to this part on two separate occasionsIt's their fault that their cheapjack work made it necessary to have the car repaired a third time.As of today, the vehicle is running perfectly thanks to *** *** obvious ability to properly repair a vehicleAdditionally, of note, is the fact that J&W has given me the runaround about their "manufacturer's rep" coming to manually pithe receiptsIt took almost two weeks for this to even occur.J&W simply could care less about their work, their parts, my life, the lives of two infants, and further damage to my vehicleGiven these factors, I respectfully request the Revdex.com render a decision in my favor and have J&W reimburse me for my out-of-pocket expenses due to their poor repairs and have them, in turn, seek reimbursement for those expenses from their manufacturerQuite frankly, I didn't contract with the "manufacturer" for these defective parts over and over again, they did.Thank you for your consideration in this regard
Sincerely,*** ***
Dear [redacted],Thank you for informing me of the customer's complaint. We are proceeding in as timely a way as possible to resolve her complaint given the circumstances. Unfortunately much of the customer's problems could have been avoided if only she had contacted me prior to giving authorization...
to [redacted] to proceed with the repair of her vehicle: Approximately a week to a week and a half prior to the breakdown, she scheduled an appointment with me to evaluate a noise coming from the drivetrain of her car, The appointment was scheduled for May 5, 2016. She never showed up for the appointment nor did she contact me to inform me she was having a problem. She has had a history of not showing up for appointments. On May 6, 2016 I received a phone call informing me that she had [redacted] diagnose and repair the faulty part and she had incurred the charges referenced in her complaint. These charges also included maintenance services which were not related to the breakdown.I understand the customer's frustration with a repeat breakdown, but I could have saved her the entire expense of this event if only she called me to let me know what was going on. I would have paid for transporting her and her vehicle to my shop and replace the faulty part with another manufacturer's part given the questionable reliability of the part we installed. It would have been completed in a day with minimal inconvenience to her and no out of pocket expense.We are a small business, and the reimbursement for her claim is a major expense for us and as a result we are seeking reimbursement from the manufacturer. They have informed me it could take up to 45 days for them to give me a response for this claim. We are doing everything possible on our part to resolve this matter to her satisfaction. I only ask that she be patient while this claim is being processed.Sincerely, John D.PresidentMay 23, 2016P.S. Regarding the repair invoice for 815.50, the amount needs to be adjusted down to reflect the oil change and transfer case fluid change services which were unrelated to the breakdown. Removing the oil change at 39.95 and the transfer case fluid at 32.97 plus sales tax would result in a figure of 739.70. This plus the rental car expense of 100.54 would result in a total claim amount of 840.24.