Tower Power Sports

Dear ***, Sorry for the delay in responding, we just received both notices a week ago, assuming the delay was due to the COVID-19 pandemic and its impact on the postal service. Since then we have been putting together the series of conversations and events regarding the complaint from ***. Here is the timeline and series of events that has happened since the first service on *** vehicle in November 2019.-November 2019, *** contacted our garage complaining of an gas leak, needing an oil change and also to check his Air conditioning unit. - November 18, 2019- *** was in the garage at Tower Power Sports. To determine where the leak in the fuel tank was coming from, the gas tank was dropped and the technician determined that the fuel pump module assembly was cracked and causing the leak. Our Office administrator advised *** of this along with the cost of this part and if he wished to proceed with the repair. *** supplied his consent of this repair and the part was ordered. Part took 2-3 days to arrive and part installed. Oil change was completed as well during this time. Air conditioner was also checked. The a/c compressor was not working and in order to determine what the issue was, one can of free-on had to be installed. This installation of the free-on then enabled the a/c compressor to start working. Therefore the reason for the a/c compressor not working was because the system was low on 134A. We did not charge for the labour on this issue only for the installation of the Free-on. This was the only way to check the a/c compressor as when he brought it in it was not working.The client was notified verbally in person by technician on what was going to have to occur to check his A/C compressor and he agreed to this.-Client was invoice on November 26, 2019 for a Fuel pump module assembly$382.26, 8 hours of labour @$65.00/hr=$520.00, oil filter$14.45, 7 litres of motorcraft oil 5w20 $35.77, one 12A A/C cool refrigerent $11.99 and shop supply fee of $15.00 plus HST totalling $1126.51. Client was also advised by technician that the left side transfer pump was also in need of replacement. While it was not currently leaking but it had superficial cracks in it and it was just a matter of time before it started leaking. *** said he did not want to spend money on the transfer pump repair at this time as it was not leaking and he did not have the money to do so. This discussion was also witnessed by our Office Administrator.I am attaching the invoice given to client showing breakdown of his services and parts. Please note the part number of the fuel pump assembly compared to the other one you will see referenced in the second invoice in March.-March 8, 2020, *** sent email stating his car had two problems. He noticed that the previous Saturday, his car had a leak after adding fuel to his gas tank. The second issue was that his instrument board on his auto was now reminding him that he has to have his oil changed everytime he started his auto. It stated his engine oil life was at 0%.-March 9, 2020, Tower Power Sports, advised *** by email of an opening for us to service his vehicle on March 13, 2020 at 8 am.-March 13, 2020, *** and his vehicle arrived at our shop but due to technician illnesses that week, the vehicle service had to be reschedule till the following Friday, March 20, 2020 for the repairs.-March 20, 2020, vehicle came into the shop. *** was adamant he was going to stay for the repairs at the shop. He was advised by technician that this was not an option due to his personal safety. Only workers with proper attire, such as steel toed boots and safety glasses are permitted inside the shop. This is for both his safety and also our insurance coverage. He was very upset by this but he had not been able to stay for the first service as well. It is our policy for the safety of customers and complying with our insurance provider. We have signage up on our doors going into the shop area stating employees only. *** was driven home by the technician. When vehicle's gas tank was dropped to check for leak , the previous repair was checked for the leak and it was not the issue. The tank was then tipped and then fuel came out. It was determined that there was a crack in the plastic under the steel retaining ring around the fuel transfer pump. Client advised of this and the cost and he stated to proceed with the fixing. We advised when repairs completed, he would be contacted.-March 21, 2020 *** advised by Tower Power Sports that vehicle was completed and could be picked up. *** picked up vehicle and was supplied with bill. The costs are as follows: oil filter$14.95, labour 4X$65/hr=$260, 7 litres of oil $37.17, fuel transfer sending unit $381.99 and shop supply $40.00 plus taxes totalling $844.23. Client requested the old part removed from gas tank that was bad and it was supplied to him. Please take note of the fuel transfer sending unit number and how it is different from the part number in November because it is a totally different part.-March 24, 2020 email received from *** stating that this was not the old part and that we were being dishonest. He stated in his email that this was a continuation of last time and that Tower Power Sports did not fix the car correctly. He informed us that we should have not charged for the repair and that he reserved the right to make a complaint.March 24, 2020 we replied to his email and stated that both repairs did fix his vehicle and that we re-explained the repairs from both November and March and why in March he had to replace the fuel transfer sending unit as it was explained to him in November that it was going bad and would soon start leaking. Informed him if wanted a second opinion he could take the vehicle to any shop and they would see that there were in fact two new parts on his gas tank , one from the repair in November and the other from March. Informed him we stood by our work and the repairs did in fact repair his vehicle.March 29, 2020- Another email from *** listing in four bullet points with one question being why we changed his oil again in March. Even though in his email prior to the service that his vehicle was stating oil change had to be completed. The electronics in the vehicle determine the engine oil longevity and obviously due to his kilometers driven, harsh winter season and potentially other factors, his vehicle stated that the oil had to be changed. This was not for us to dispute. He also stated that his rear door does not work properly now and that he never had a problem with it until he brought his vehicle in for repairs. We were never instructed to repair a vehicle door nor did we do anything to his vehicle door during our repairs to his vehicle. We did not respond to his email as we had previously addressed his issues in our previous email to him regarding the repairs we did perform.If you have any questions please contact us and we look forward to hearing from you.