Initial Business Response / [redacted] (1000, 8, 2014/03/18) */ iam writing this in response to [redacted] 's complaint # [redacted] to the Revdex.com [redacted] called in on 2/to see what we would charge to diagnose his vehiclePreviously [redacted] had his car at another shop and they told him that they did not have the equipment or computers to work on his Mini [redacted] (the Service Adviser) said that diagnosis could run up to $for the check engine iight, air bag light, TPMS light, brake light and battery light [redacted] said he didn't want to pay that much, he only wanted to know about the check engine lightSo [redacted] had him authorize $for diagnosis of the check engine light, which [redacted] Okayed and then [redacted] set up ***'s appointment (This is what was originally enter into our schedule: Client states the check engine light, air bag light, TPMS light, and brake light are all onHe also has no power Steering and is hearing a clicking noise Corning from a relay by the fuse box All he wants diagnosed is the check engine light$approved for check outJD Client states the USC is in need of replacingCheck and advise.) After [redacted] set up the appointment to bring his car in, he called back and spoke with [redacted] (Customer Service) and wanted a price to replace the Vehicle Stability Control WSC) [redacted] had his car at another Shop and they told him that was what needed to be replaced, even after saying they didn't have the equipment to work on his carWe informed him that we still would like to diagnose the vehicle in order to be sure that the VSC actually needed to be replacedHe agreed and brought the Mini over [redacted] dropped the vehicle off on 2/at 3:PM, at which point (before knowing the severity of the situation, since we hadn't seen the car) [redacted] discussed diagnosis with himHe still said he didn't want any of the other lights diagnosed, only the check engine light for up to S [redacted] then mentioned that when he drove the vehicle home from the other shop, the car began to smoke under the steering Wheel [redacted] told him that this smoking issue would need to be looked at too, as that is a safety concern, and would not be included in the $ [redacted] told [redacted] it could run upto $(totaling $205.00) to figure out the smoking, on top of the $for the check engine light [redacted] agreed to this and left his car ________________ ________________ [redacted] (the Technician) pulled the vehicle in the shop late in the day on 2/to diagnose the check engine light and found that there was no communication thru the scan tool (with any of the computers in the car) and he would need additional time authorized to diagnose the no communication issue ( [redacted] wrote "get $for diag approved" on his technician worksheet) [redacted] called [redacted] on 2/to explain to him that there is no communication with his vehicle and we would need up to $to properly diagnose this issue [redacted] approved and [redacted] continued diagnosisHe removed the footrest and kick panel trim to gain access to the fuse panel connector, where he found an inch of water and all the wiring was submergedWe had another Mini in the shop with a similar issue that was $to repair the wire harness [redacted] called [redacted] and told him this at which point [redacted] decided he wanted to call his insurance company [redacted] un-benounced to us had already filed a claim previously with the insurance companyHis insurance company called later in the day and said they were going to send an adjuster out on 2/to inspect the vehicleThe adjuster never carne on 2/ [redacted] called on 2/21, spoke with [redacted] and asked if he could drive his carHe said he wanted to take it to the dealer [redacted] told [redacted] that the car is taken apart right now and probably shouldn't be driven if it is smoking, in fear that an electrical fire could start [redacted] told [redacted] she would have [redacted] call him back, which [redacted] did [redacted] told [redacted] that the insurance adjuster never stopped by and he wanted to make sure they were still coming down [redacted] showed up without letting us know he was coming down around PM on 2/to pay and pick up the vehicleAfter paying his invoice [redacted] had to wait for minutes while [redacted] finished putting everything back together in ***'s carAfter the bill was paid during the time [redacted] was waiting for his car to be put back together, [redacted] had several opportunities to express his issue with what his total bill was ($214.70) [redacted] never expressed to us any issues about the total, said thank you and was very appreciative and friendly to usWe wished him luck at the dealer and off he went [redacted] called [redacted] after he picked up and paid for his car and asked why he was charged $ [redacted] explained to him (again) that he had called [redacted] after trying to diagnose the check engine light, that there was no communication and in order to figure out why, we were going to need up to $to diagnose [redacted] said OK and ended the conversation In closing l would like to add that we always strive to deliver our services and take care of our guest's needs to the best of our abilitiesl hope this document provides enough detail to resolve this issueI have included all the documentation that I have about this issue (repair order, technician worksheet ect.) with this letter Final Consumer Response / [redacted] (3000, 10, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe I authorized more diagnostic feesIt was on the first diagnosis round that the water was found(I mean, why would it take more than an hour to hook up a diagtool and discover that is wasn't communicating?) And I didn't give full permission to keep diagnosing after that until the insurance company came out to look at itI didn't complain at the time because I was short on time and figured I would voice my concern later
Initial Business Response / [redacted] (1000, 8, 2014/03/18) */ iam writing this in response to [redacted] 's complaint # [redacted] to the Revdex.com [redacted] called in on 2/to see what we would charge to diagnose his vehiclePreviously [redacted] had his car at another shop and they told him that they did not have the equipment or computers to work on his Mini [redacted] (the Service Adviser) said that diagnosis could run up to $for the check engine iight, air bag light, TPMS light, brake light and battery light [redacted] said he didn't want to pay that much, he only wanted to know about the check engine lightSo [redacted] had him authorize $for diagnosis of the check engine light, which [redacted] Okayed and then [redacted] set up ***'s appointment (This is what was originally enter into our schedule: Client states the check engine light, air bag light, TPMS light, and brake light are all onHe also has no power Steering and is hearing a clicking noise Corning from a relay by the fuse box All he wants diagnosed is the check engine light$approved for check outJD Client states the USC is in need of replacingCheck and advise.) After [redacted] set up the appointment to bring his car in, he called back and spoke with [redacted] (Customer Service) and wanted a price to replace the Vehicle Stability Control WSC) [redacted] had his car at another Shop and they told him that was what needed to be replaced, even after saying they didn't have the equipment to work on his carWe informed him that we still would like to diagnose the vehicle in order to be sure that the VSC actually needed to be replacedHe agreed and brought the Mini over [redacted] dropped the vehicle off on 2/at 3:PM, at which point (before knowing the severity of the situation, since we hadn't seen the car) [redacted] discussed diagnosis with himHe still said he didn't want any of the other lights diagnosed, only the check engine light for up to S [redacted] then mentioned that when he drove the vehicle home from the other shop, the car began to smoke under the steering Wheel [redacted] told him that this smoking issue would need to be looked at too, as that is a safety concern, and would not be included in the $ [redacted] told [redacted] it could run upto $(totaling $205.00) to figure out the smoking, on top of the $for the check engine light [redacted] agreed to this and left his car ________________ ________________ [redacted] (the Technician) pulled the vehicle in the shop late in the day on 2/to diagnose the check engine light and found that there was no communication thru the scan tool (with any of the computers in the car) and he would need additional time authorized to diagnose the no communication issue ( [redacted] wrote "get $for diag approved" on his technician worksheet) [redacted] called [redacted] on 2/to explain to him that there is no communication with his vehicle and we would need up to $to properly diagnose this issue [redacted] approved and [redacted] continued diagnosisHe removed the footrest and kick panel trim to gain access to the fuse panel connector, where he found an inch of water and all the wiring was submergedWe had another Mini in the shop with a similar issue that was $to repair the wire harness [redacted] called [redacted] and told him this at which point [redacted] decided he wanted to call his insurance company [redacted] un-benounced to us had already filed a claim previously with the insurance companyHis insurance company called later in the day and said they were going to send an adjuster out on 2/to inspect the vehicleThe adjuster never carne on 2/ [redacted] called on 2/21, spoke with [redacted] and asked if he could drive his carHe said he wanted to take it to the dealer [redacted] told [redacted] that the car is taken apart right now and probably shouldn't be driven if it is smoking, in fear that an electrical fire could start [redacted] told [redacted] she would have [redacted] call him back, which [redacted] did [redacted] told [redacted] that the insurance adjuster never stopped by and he wanted to make sure they were still coming down [redacted] showed up without letting us know he was coming down around PM on 2/to pay and pick up the vehicleAfter paying his invoice [redacted] had to wait for minutes while [redacted] finished putting everything back together in ***'s carAfter the bill was paid during the time [redacted] was waiting for his car to be put back together, [redacted] had several opportunities to express his issue with what his total bill was ($214.70) [redacted] never expressed to us any issues about the total, said thank you and was very appreciative and friendly to usWe wished him luck at the dealer and off he went [redacted] called [redacted] after he picked up and paid for his car and asked why he was charged $ [redacted] explained to him (again) that he had called [redacted] after trying to diagnose the check engine light, that there was no communication and in order to figure out why, we were going to need up to $to diagnose [redacted] said OK and ended the conversation In closing l would like to add that we always strive to deliver our services and take care of our guest's needs to the best of our abilitiesl hope this document provides enough detail to resolve this issueI have included all the documentation that I have about this issue (repair order, technician worksheet ect.) with this letter Final Consumer Response / [redacted] (3000, 10, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe I authorized more diagnostic feesIt was on the first diagnosis round that the water was found(I mean, why would it take more than an hour to hook up a diagtool and discover that is wasn't communicating?) And I didn't give full permission to keep diagnosing after that until the insurance company came out to look at itI didn't complain at the time because I was short on time and figured I would voice my concern later