Trent's Pro-Marine, LLC

Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for the notification. We have already discussed this case at length with the customer and with GM after the customer complained to GM as well. The customer has a heater control problem in the dashboard concerning the heater/AC system...

mode door. We made repairs to the transmission for free, and they paid for repairs to the timing chains. It has nothing to do with the AC mode door in the dash.
We have repaired several unrelated items on this vehicle for goodwill to the customer.
The customer even refused to pay for the timing chain job originally and moved the vehicle to another shop, then later returned the vehicle to us to have the work performed afterall.
Every vehicle with an air conditioner has a vent tube under the AC unit that allows the condensation to drain out. AC Freon is an invisible gas. When it leaks out it cannot be seen. It is not liquid. We have explained all of this to the customer.
The repairs we performed to this vehicle are not faulty. The customer needs additional repairs to a different area/component on their 9 year old, [redacted] miles vehicle.
We have done an enormous amount of goodwill repairs for them and we cannot do any more.
Thank you again.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First this was not discussed at length with us. We complained to GM and they heard what I had to say and then went to harbor and heard their side and chose to believe them and not us. The transmission repair was a warranted problem. It was not repaired because of their goodwill. All the unrelated repairs that they say they repaired for goodwill were things that they broke in changing the timing chain. They failed to hook up the hose to the radiator and all the coolant leaked out within a couple of hours in getting the vehicle back. The stabilitrac and ABS lights went on and they said the harness was pinched. It had become pinched when the did the timing chain repair. They fixed those problems because they caused them. That is not goodwill. I also forgot to mention that when they changed the timing chain, I also had them change a headlight. I was told by them that the whole bumper had to be removed in order to do that. I paid for the headlight replacement and labor.Also, they are wrong in saying that we had the vehicle in another shop. We were going to have someone else do the timing chain repair but the mechanic was too busy to take on the job. The car sat in our garage during the time we were waiting for the mechanic to get time in his schedule. Finally we decided to go back to Harbor. I was never told that the timing chain repair at a cost of [redacted] was not going to resolve our problems with the vehicle. Finally, we have owned this vehicle since 2008 and we are familiar with condensation leaking from under the vehicle. This was clearly much more leaking than usual. I am not a mechanic and we put our trust in this dealership and we have been taken advantage of. Clearly something was leaking and when we dropped off our vehicle the last time, the air conditioner was working and when it was returned to us, it was not working. The last time we took the vehicle back was because we were experiencing the original problem. The vehicle seemed like it couldn't pick up speed as I was accelerating and the engine was really loud. When I asked why they didn't address the timing belt repair, I was told that my problem has nothing to do with the timing chain. I think that was when I finally realized that we were duped. I then said why then did you change the timing chain. After all I have been through with Harbor and GM, I didn't expect that they would admit to their wrongdoing. Hopefully someone else might be saved from their dishonorable tactics. Maybe even better, they might make changes in the way they deal with customers and be honest. I never expected any goodwill repairs but I would be a fool to give them any more money. [redacted] to fix the air conditioner that they clearly broke is ridiculous.
Thank you
Final Business Response /* (4000, 9, 2016/10/18) */
We have gone above and beyond for this customer. The AC issue in the dash has nothing to do with any of the other repairs. Many of which were done as goodwill for the customer. For the record, even the repair to the transmission was goodwill from GM because it was not covered under the original warranty. Rather GM issued a special policy to take care of it at no charge because they, like us, go above and beyond to take care of their customers. Apparently, all of the goodwill afforded to this customer was futile. We will not be doing any more repairs for this customer at no charge. Thank you.