The repair should have been change out the filter or the filter o ring if it was leaking due to a leaking oil filterThis could have been addressed at the Groovy Lube if vehicle would have returned on the first sign of leak after oil changeGroovy has no knowledge of why the belt failed since we
were not able to inspect or even notified prior to BMW working on vehicle
The said cause of the leak was the oil filter which would have been corrected at the lube or by one of our two mechanic shops that work on BMWThe point is if the vehicle would have been brought back to Groovy the additional claimed repairs would not have been needed
Complaint: ***
I am rejecting this response because:The fact that you are still wanting to charge any labor for the diagnostic fee past the one hour is unacceptable According to Texas Attorney General *** *** website, a shop must obtain written authorization from a customer whenever more work is needed Groovy failed to notify me about the additional diagnostic work and labor needed just to diagnose the workIf after an hour of diagnostic work it became apparent that this was not going to be an easy diagnosis, why was I not called? Also on your first response to the Revdex.com, you made no mention that the amount we paid to get the car back included labor, but you clearly said there were labor costs when we spoke And yes, it was minutes of running around mostly due to the bad level of customer service And no, I no longer trust this company, that is why I recorded the conversation Legally that is my right since face-to-face conversations require one-party consent and I had both my consent and my husband's in the conversation
Regards,
*** ** ** ***-***
Complaint: ***
I am rejecting this response because: The invoice ONLY lists actions for future nothing that was donOur checked was listedI'll get invoice number tonightHaving an itemized invoice of what was done for charges should be a fundamental business practice
Regards,
*** ***
This customer has already been in the shop since the first complaint filed and was explained the delay on tires being delivered for her vehicle as well as the emergency brake being adjusted to her satisfactionWe were advised that she would cancel this complaint
The code is an overlapping code meaning it could be caused by several issuesThe issue repaired initially was not the only issue found just the only issue customer selected to repairSince all repairs were not addressed in the first case is the reason for the vehicle not running correctlyAs
for being charged for the tow and diagnostics that is very common with most shops since we do not work for freeI have spoken with the manger involved with this matter and he feels that he did not behave in the manner stated by customer in the reportGroovy performed the work that was authoriaed by customer and made recommendations for additional work neededThe customer declined the additional work needed to correctly resolve the issues with their vehicle
Not going around any issue just unable to respond without knowing which vehicle I am responding to.The itemized list is on your invoiceWe pulled codes using a scanner and found EGR codes and misfire codes requiring additional time to pin point the cause of these codesThe additional time required was declined so I am unable to provide further input on the cause of the check engine lightThe codes could mean a number of things so would be guessing with out spending more time than was allotted to properly determine the cause of the check engine light
The only charges to the customer in this matter were for the diagnostic chargesThe original diagnostics was the valve body based on repair information provided by three different repair guides, one being Mazda themselvesThe three repair guides contained the same misinformation on the wiring
schematics on the transmission valve operationsLeading the technician to deduce the valve body was bad, once the new valve body was installed and rechecked with the same issue still present, he continued to get deeper into the transmission and was able to deduce that the wiring schematics were incorrect and the wiring was actually in reverse of how it was shown by Mazda, ***, and ***It was determined that the transmission would have to be replaced and the valve body was removed and the original valve body was replaced into the transmission once customer declined to replace transmission
Complaint: ***
I am rejecting this response because: Correct; the cause of the problem was due to the oil filter installed by Groovy Lube that did NOT fit the vehicle.The oil filter was not leaking; rather spraying up under hood and therefore not noticed until damage had ALREADY been done to the drive belt. Once it was diagnosed the car would have needed to be towed to Groovy Lube to be repaired; it had no power steering as well as the diagnostic paid for
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The hours for diagnostics were billed at half hour charges and would not have been billed with the replacement of the transmission they were billed due to the decline of repairs. The red river quote of 104.63 was based on a everyday diagnostics of a transmission however once the first billed hour was expired you would have been right back to the extended hours of diagnostics due to the wrong information given by the three repair guides concerning the wiring. If we were just trying to rip the customer off I would have billed the 14 hours of diagnostics at full rate not half rate, as well as the valve body that non returnable. I assume I am [redacted] and with the recording which I was not aware that I was being recorded you will find that only after 40 mins of going in circles with the conversation was the comment made that that's the bill to pick up your vehicle today.I am absolutly positive that we did nothing wrong and have tried to please this customer every step of the way and I know that any other shop faced with the same lack of information we had without just automatically ruling a bad transmission would have handled it the same way. We could have just ruled a bad transmission and been done with it, however we prefer to repair vehicles correctly and not sell parts that are not needed, sometimes this process does take some time. However if we do not take the time to insure it is done right we would be having a differ ant conversation on how we didn't repair your vehicle correctly. Our diagnostics charge is no different than a doctor diagnosing a human some times it takes a few test to get the proper diagnoses, or the desired outcome will not happen.
Our records show the vehicle attached to the complainants name is a Mazda. Is the vehicle under a different name since we worked on two Subaru outbacks on the 4th we need more information to respond to the complaint.However if the vehicle had a lot of motor work done to it, who ever did the work...
should have reset the light when they performed the work.
Complaint: [redacted]
I am rejecting this response because:[redacted] is not just charging us for the diagnosis, he is also wanted to charge 15 hours of labor at $104 per hour. He claimed that there was 15 hours of work put into the car, but in the end, the condition did not improve so he wants to charge me for that. At the end of our conversation, he said that he would let me have the car for $780, that would be for the full diagnostic and labor and I would have my car back. So, basically, I was coerced into paying that $780 or not get my car back. His exact words were "It's either that or leave the car here, it doesn't matter to me at this point." I will also be happy to provide the almost 40 minute conversation that I recorded that day if he wants to dispute this account.I called [redacted] at the Groovy Red River location on Wednesday afternoon to get a comparison from the same company. I told him that I was having transmission problems and for a quote on diagnostic work. He said that the charge would be $104.63 for an hour long diagnosis. [redacted] said that I was under no obligation to have any work done and if I chose not to do this, then my only charge would be the $104.63. I then asked if this was the case among all the Groovy locations and said I live down south so the Slaughter location, where [redacted] and [redacted] work, would be the closer option. [redacted] did say that different locations have different policies. Though the policies, costs of certain services may vary based on location, I don't understand how the difference would be more than #1,300 from the information [redacted] gave me to the initial quote [redacted] gave us that morning. So to sum this all up, [redacted] charge of $780 is not just for the diagnosis and will be happy to email in the recorded conversation upon request.
Regards,
[redacted]
The Groupon only covers the adjustment to an alignment. If additional parts are needed to be replaced that cause the alignment to be off, those are up to the customer to purchase separately. An alignment cannot be performed with worn or damaged components. Groupon is the company that should be...
contacted for the refund for the Groupon purchased.
Complaint: [redacted]
I am rejecting this response because:Resetting the light is not the issue. the person that took the Subaru in was [redacted]. This was paid by my card one card which he is a valid user for. The issue is I NEVER received an itemized invoice of what was checked. I have been asking many times for this. Please stop going around the request. Yes, I do own a Mazda also.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:.there is no way I would know that there was even a leak just because I needed to add a quart of oil a couple of times. When it was discovered that there was oil spraying under the hood I would not know it was die to the oil filter not fitted properly on my vehicle. It could have been many other things and my best course of action was to take it to experienced BMW technicians. Since I've been told several times at Groovy Lube that they do mot do anything other than oil changes for BMWs. If I had taken it back to Groovy Lube it is obvious they would have just changed out the filter and O ring as they said..if that and not inspected it for any damage it may have already caused. I can not imagine anyone would have taken their vehicle back because it needed a quart of oil. BMW has no interest in the outcome of this complaint. They found the problem, the cause of the problem, fixed it and were paid. Whether or not Groovy Lube would have found the problem and fixed it, they didn't and the filter they put in my car was the cause of the problem.
Regards,
[redacted]
The repair should have been change out the filter or the filter o ring if it was leaking due to a leaking oil filterThis could have been addressed at the Groovy Lube if vehicle would have returned on the first sign of leak after oil changeGroovy has no knowledge of why the belt failed since we
were not able to inspect or even notified prior to BMW working on vehicle
The said cause of the leak was the oil filter which would have been corrected at the lube or by one of our two mechanic shops that work on BMWThe point is if the vehicle would have been brought back to Groovy the additional claimed repairs would not have been needed
Complaint: ***
I am rejecting this response because:The fact that you are still wanting to charge any labor for the diagnostic fee past the one hour is unacceptable According to Texas Attorney General *** *** website, a shop must obtain written authorization from a customer whenever more work is needed Groovy failed to notify me about the additional diagnostic work and labor needed just to diagnose the workIf after an hour of diagnostic work it became apparent that this was not going to be an easy diagnosis, why was I not called? Also on your first response to the Revdex.com, you made no mention that the amount we paid to get the car back included labor, but you clearly said there were labor costs when we spoke And yes, it was minutes of running around mostly due to the bad level of customer service And no, I no longer trust this company, that is why I recorded the conversation Legally that is my right since face-to-face conversations require one-party consent and I had both my consent and my husband's in the conversation
Regards,
*** ** ** ***-***
Complaint: ***
I am rejecting this response because: The invoice ONLY lists actions for future nothing that was donOur checked was listedI'll get invoice number tonightHaving an itemized invoice of what was done for charges should be a fundamental business practice
Regards,
*** ***
This customer has already been in the shop since the first complaint filed and was explained the delay on tires being delivered for her vehicle as well as the emergency brake being adjusted to her satisfactionWe were advised that she would cancel this complaint
The code is an overlapping code meaning it could be caused by several issuesThe issue repaired initially was not the only issue found just the only issue customer selected to repairSince all repairs were not addressed in the first case is the reason for the vehicle not running correctlyAs
for being charged for the tow and diagnostics that is very common with most shops since we do not work for freeI have spoken with the manger involved with this matter and he feels that he did not behave in the manner stated by customer in the reportGroovy performed the work that was authoriaed by customer and made recommendations for additional work neededThe customer declined the additional work needed to correctly resolve the issues with their vehicle
Not going around any issue just unable to respond without knowing which vehicle I am responding to.The itemized list is on your invoiceWe pulled codes using a scanner and found EGR codes and misfire codes requiring additional time to pin point the cause of these codesThe additional time required was declined so I am unable to provide further input on the cause of the check engine lightThe codes could mean a number of things so would be guessing with out spending more time than was allotted to properly determine the cause of the check engine light
The only charges to the customer in this matter were for the diagnostic chargesThe original diagnostics was the valve body based on repair information provided by three different repair guides, one being Mazda themselvesThe three repair guides contained the same misinformation on the wiring
schematics on the transmission valve operationsLeading the technician to deduce the valve body was bad, once the new valve body was installed and rechecked with the same issue still present, he continued to get deeper into the transmission and was able to deduce that the wiring schematics were incorrect and the wiring was actually in reverse of how it was shown by Mazda, ***, and ***It was determined that the transmission would have to be replaced and the valve body was removed and the original valve body was replaced into the transmission once customer declined to replace transmission
Complaint: ***
I am rejecting this response because: Correct; the cause of the problem was due to the oil filter installed by Groovy Lube that did NOT fit the vehicle.The oil filter was not leaking; rather spraying up under hood and therefore not noticed until damage had ALREADY been done to the drive belt. Once it was diagnosed the car would have needed to be towed to Groovy Lube to be repaired; it had no power steering as well as the diagnostic paid for
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
The hours for diagnostics were billed at half hour charges and would not have been billed with the replacement of the transmission they were billed due to the decline of repairs. The red river quote of 104.63 was based on a everyday diagnostics of a transmission however once the first billed hour was expired you would have been right back to the extended hours of diagnostics due to the wrong information given by the three repair guides concerning the wiring. If we were just trying to rip the customer off I would have billed the 14 hours of diagnostics at full rate not half rate, as well as the valve body that non returnable. I assume I am [redacted] and with the recording which I was not aware that I was being recorded you will find that only after 40 mins of going in circles with the conversation was the comment made that that's the bill to pick up your vehicle today.I am absolutly positive that we did nothing wrong and have tried to please this customer every step of the way and I know that any other shop faced with the same lack of information we had without just automatically ruling a bad transmission would have handled it the same way. We could have just ruled a bad transmission and been done with it, however we prefer to repair vehicles correctly and not sell parts that are not needed, sometimes this process does take some time. However if we do not take the time to insure it is done right we would be having a differ ant conversation on how we didn't repair your vehicle correctly. Our diagnostics charge is no different than a doctor diagnosing a human some times it takes a few test to get the proper diagnoses, or the desired outcome will not happen.
Our records show the vehicle attached to the complainants name is a Mazda. Is the vehicle under a different name since we worked on two Subaru outbacks on the 4th we need more information to respond to the complaint.However if the vehicle had a lot of motor work done to it, who ever did the work...
should have reset the light when they performed the work.
Complaint: [redacted]
I am rejecting this response because:[redacted] is not just charging us for the diagnosis, he is also wanted to charge 15 hours of labor at $104 per hour. He claimed that there was 15 hours of work put into the car, but in the end, the condition did not improve so he wants to charge me for that. At the end of our conversation, he said that he would let me have the car for $780, that would be for the full diagnostic and labor and I would have my car back. So, basically, I was coerced into paying that $780 or not get my car back. His exact words were "It's either that or leave the car here, it doesn't matter to me at this point." I will also be happy to provide the almost 40 minute conversation that I recorded that day if he wants to dispute this account.I called [redacted] at the Groovy Red River location on Wednesday afternoon to get a comparison from the same company. I told him that I was having transmission problems and for a quote on diagnostic work. He said that the charge would be $104.63 for an hour long diagnosis. [redacted] said that I was under no obligation to have any work done and if I chose not to do this, then my only charge would be the $104.63. I then asked if this was the case among all the Groovy locations and said I live down south so the Slaughter location, where [redacted] and [redacted] work, would be the closer option. [redacted] did say that different locations have different policies. Though the policies, costs of certain services may vary based on location, I don't understand how the difference would be more than #1,300 from the information [redacted] gave me to the initial quote [redacted] gave us that morning. So to sum this all up, [redacted] charge of $780 is not just for the diagnosis and will be happy to email in the recorded conversation upon request.
Regards,
[redacted]
The Groupon only covers the adjustment to an alignment. If additional parts are needed to be replaced that cause the alignment to be off, those are up to the customer to purchase separately. An alignment cannot be performed with worn or damaged components. Groupon is the company that should be...
contacted for the refund for the Groupon purchased.
Complaint: [redacted]
I am rejecting this response because:Resetting the light is not the issue. the person that took the Subaru in was [redacted]. This was paid by my card one card which he is a valid user for. The issue is I NEVER received an itemized invoice of what was checked. I have been asking many times for this. Please stop going around the request. Yes, I do own a Mazda also.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:.there is no way I would know that there was even a leak just because I needed to add a quart of oil a couple of times. When it was discovered that there was oil spraying under the hood I would not know it was die to the oil filter not fitted properly on my vehicle. It could have been many other things and my best course of action was to take it to experienced BMW technicians. Since I've been told several times at Groovy Lube that they do mot do anything other than oil changes for BMWs. If I had taken it back to Groovy Lube it is obvious they would have just changed out the filter and O ring as they said..if that and not inspected it for any damage it may have already caused. I can not imagine anyone would have taken their vehicle back because it needed a quart of oil. BMW has no interest in the outcome of this complaint. They found the problem, the cause of the problem, fixed it and were paid. Whether or not Groovy Lube would have found the problem and fixed it, they didn't and the filter they put in my car was the cause of the problem.
Regards,
[redacted]