U. S. Cellular

I am responding to complaint ID # *** *** came in on Friday, December **, at 8:a.mwith a coolant leakShe explained that she had hit a large pot hole in *** and that the *** told her to have it checked out to see if that had caused the damageShe left it with
us and we gave her a ride back to workUpon inspection, we found very small scratches on the lower subframe on the passenger side front that could have been caused by hitting a pot holeHowever, the leak was a heater hose on the driver's side top in the rear of the engine compartmentWe could not find any reason that this incident had caused the leakI called her about 9:to tell her what we had found and that we did not feel like the *** of *** was responsibleShe asked about a price and I told her it would be about $and that the repair would take about hours of time to fixShe said she could not afford that at Christmas time and asked if we financed repairsI explained that we do not personally finance, but take all major credit cards and have a month interest free program based on her creditShe was not interested in either and said she would call backShe called back about an hour later and said to go ahead and fix the vehicle and that the *** of *** would send me a check “next week"I told her that I had to have payment before releasing the vehicle or have someone from the *** of *** call to confirm what she had said.As it turns out, my lead technician lives next to the *** of *** and the *** called *** (my tech)After explaining the situation to the ***, he told us to go ahead and fix it if it was under $as a goodwill gesture for *** ***I then ordered the parts and we started on the vehicle when the parts came inShe called the shop no less than times during the course of the day and each time I assured her that her vehicle would be done by time she got off work at 5:I called her at about 4:to tell her it was ready and she did not answer, but did show up about 4:to pick up her vehicle.On Monday, December 21, 2015, she was waiting for us to open at 8:a.mShe said her wipers were not working properly and that we must have caused itI immediately pulled my technician that had worked on it and had him pull it around into the shop to check it outI also went into the shop to see what was going onUpon inspection, we noticed that someone had removed cover for driver's wiper arm and left it sitting on the cowlWe checked wiper movement and found driver's wiper traveling too far and going off windshieldLooking closer we could see excess play in the wiper linkage under cowl and we even tried to adjust the driver's arm to compensate for this wearIt did not help; the linkage is worn too muchI had my technician pull her vehicle back around and I went in to explain what the cause of her wiper problemShe immediately stated that we got it out of adjustment when we took the wipers off and we needed to recalibrate itI explained to her that we did NOT take off her wiper linkage or do anything to cause the problemShe insisted that we did cause the problem and went outside and pulled off a cover over on the passenger side of the vehicle and said we got that out of calibration and we were responsible to fix itI assured he that we never even had that cover off and my technician and both tried to show her where the worn parts on her wiper linkage were, but she refused to even look at the worn partsShe simply said that they worked before and we were responsible to fix themHe explained to her one last time that we did not touch any of her wiper parts and never turned the wipers on (we had no reason to turn them on as we were working on a coolant leak).She became more insistent that we had to fix her wipersI then said matter of factly that “right is right and wrong is wrong and what she did to the *** of *** was wrong, and you are not going to do that to me” as we had not caused her problem and therefore we were not responsible to fix itI went on to explain to her that she had a ** year old vehicle with mostly all original parts and that things can breakAt that point also pointed out that all her other coolant hoses were original and could leak at any time and that we only fixed the one connection that was leaking then, then walked away and she yelled at me that she would make sure that the *** of *** would not pay meLater that morning, my technician spoke with the *** and he said that *** *** had called him wanting him to fix her wipers and he told her he had done all he could for her.She waited in my parking lot for her husband to arriveHe came in and said basically the same thing she said (that we broke and should fix their wipers)I explained everything to him and when mentioned the wiper arm cap was off, he said he had done that trying to adjust them.In closing, I feel that *** *** is trying to get something for nothing just as she did with the *** of ***do NOT owe her anything as we did not touch the parts of her vehicle that are WORN OUT.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] overley has over streached the truth. I feel as he should revamp his statement and apologize. I was most certainly not trying to get something for nothing. I did not hit a pothole. I hit a section of the road that was cut out about 2 ft that should of had a plate, or a sign to notify people of the area. If I might add the [redacted] offered to cover my repairs and asked me to take to a reputable shop. I choose this shop without looking at review. It was also close to work. When I went in he asked questions and I told him my concerns. After hitting said ditch with both front tires evenly my driveway was filled with a leak. I would never defraud someone. I also didn't call several times I called the once to tell him to start, another to ask if he heeded to fax the invoice as the [redacted] asked (I was unaware in the relation to the tech and [redacted]). Then again at 330 to make sure. He never stated 5 pm. We close before 5pm. He told me at 10am it was a 3 hour job. He didn't quote me 450, he quoted me 380.00. But put a different amount on the invoice. I did go back the next business day as it had rained on Sunday when I turned my wipers on the left one went over my entire window about 5 in. I immediately told my husband and he looked. But he didn't touch  anything. We had left as is. And I was going to take back on monday. I was going to be very nice and simply ask to adjust it back. They had obviously been taken off to get to the rear of the engine. The wipers have no linkage only pivitoning pin. When they pulled my van back obviously they were doing something because they had it back for 30 minutes. When they brought around to rudely show me and Mr overly argue with me. The tech immediately picked up a screw driver that was left lay.  And walked off when [redacted] started acting very arrogant and unprofessional. I then asked him what is your problem? I simply am asking you to put back the wipers in adjustment. He screamed at me saying "what's right is right and what's wrong is wrong". He was very upset feeling I had taken advantage of the [redacted]. I did say if I can  delay payment I certainly will.  I called the [redacted] office and spoke with him directly. I told him my issue. I wanted him to not pay until he put my van back the way he took it apart. He said as a [redacted] officials he wasn't able to do that because  he had promised payment monday. But said he was very disappointed and wished me luck. I thanked him for all his help and understood his position. It was not his job to decide fault, it was his job to diagnose the leak and fix. Little does he know the construction company who is actually at fault is covering the bill. My husband was called and He walked I  to be screamed at by [redacted]. My husband told him "you will not scream at me" [redacted] apologized and they discussed the issue. [redacted] came out when he noticed and felt [redacted]s mind was made up that they are not going to take any ownership of even "looking at the part".  Once I got home from work my husband set out to fix it. It took a hour to find the issue and it was that the drivers wiper had been removed and just put back down and tightened. It wasn't put back and adjusted to stop at a certain point. My wipers are working like they were before I visited his shop. I don't appreciate his rudness, unprofessional behavior as a shop owner. I will make it a point to let everyone know my experience with [redacted] overly automotive.
Regards,
[redacted]