See attachment for documents and full responseMrs*** brought her MDX in for service on October 10, ***Our factory trained technician diagnosed Mrs*** MDX and had diagnostic trouble codes Pand Pstored at the time of inspectionThose codes represent a random
misfire in the combustion chambers of the engineWhen no problems could be found with the engines combustion or fuel injection, the technician cleared the codes and advised the customer If the same problems return, the engine would require a valve adjustment and spark plug replacementAdditionally at this time, we performed an oil change, wiper blade replacement, and a multipoint inspection of the MDXDuring the multi point inspection, the technician found the torque converter seal seeping transmission fluidThe client deferred the replacement of the seal at that timeThe technician that performed the service and inspection has been an Acura Certified Technician for plus yearsIt isn't uncommon for a Acura MDX with 160,plus miles to have these types of concerns that may ultimately lead to transmission failureThe next service visit that Mrs*** ls referring to was on November 25, *** when the MDX was brought ln with serious drivability issues, Upon inspection of the vehicle it was determined that the radiator had failed internally and was allowing engine coolant and transmission fluid to mix, Because of the fact that the vehicle's transmission relies upon pressure to shift gears and the fact that transmission fluid and engine coolant antifreeze have different viscosities, the vehicles transmission could not operate as the manufacturer intendedThis condition ultimately leads to transmission failure so we recommended to Mrs*** that the radiator and transmission be replaced, Due to the previous Inspection that was performed In October, the torque converter seal was also recommended at retail at the same timeHad the *** decided to replace the transmission, there would have been overlapping labor charges that would have been waived due to the fact that one can't be done without the other, The total retail amount was estimated at 6,295,04, The customer declined the repair and chose to get a second opinion,
Mrs*** had the radiator replaced at another facility In the amount of 838, which, by our printed estimate at 820.87, was more than our estimate quoted Mrs, ***, for the same repairThe only part of our estimate that was in error was that the estimate including the torque converter seal was individually estimated which includes overlapping labor that is unnecessary if the transmission replacement was performed because at that time of the repair, the labor has already been performedAs you can see by the attached estimate that was given to Mrs***, all of our estimates are itemized as ala carte procedures, however, it Is our responsibility to educate the customer on what needs to be done to keep their vehicle running as the manufacturer intended
After Mrs*** had the radiator replaced at another facility, she came back to talk to the Service Manager, *** ***, to voice her concerns about the estimate we provided her as well as the charges for diagnosis and tow charges to another garageMr*** explained the charges and gave Mrs*** a refund on the diagnosis of and reimbursed her for the tow charge of Mrs*** wished to get the Acura MDX appraised and I, myself, appraised her vehicle for 5,000, knowing the problems with the transmission and that it could fall at any timeI have also enclosed an auction market report that clearly shows that my appraisal was certainly in line with vehicles sold around the U.Swith similar miles and similar conditionWe have been In business for almost years and our reputation of doing the right thing has always served us wellI personally would like to invite the *** in to our dealership anytime they need service performed or when they are in the market for a vehicle, I hope this addresses all the concerns that the *** have voicedRespectfully,
*** ***
General Manager
Neil Huffman Acura at Oxmoor
?????
After reviewing Mr. [redacted] claim we have decided to refund him the $424 that he has requested. The check was mailed to Mr. [redacted] today. We apologize to Mr. [redacted] for the poor communication on this matter and make him aware that we have changed our policies on out of state...
transactions. The sales staff has been notified to make sure any and all out of state buyers are aware that we will only collect 6% Kentucky sales tax. In addition to this we are now writing this on the purchase order of each out of state transaction and obtaining the buyer(s) signature(s) on that line of the contract.
This letter is in response to the complaint submitted to the Revdex.com on 6-23-15. Complaint ID [redacted]. Please note that Action Carstar strives to provide the best customer service possible for our clients. Our number one concern is to ensure the customer that we provide the best quality product while...
their safety is our top priority.Mr. * was referred to Action Carstar by [redacted]. Action Carstar is a direct repair for [redacted] along with numerous insurance companies. That being said, We have to follow certain protocol such as informing the customer when their vehicle is not safe to drive. Mr. * entered our of?ce on 6-22-15. We have a customer parking area in front of our store, however he entered through the rear of the shop. Our repair estimator went out to write the estimate with Mr. * and while he was doing so, informed Mr. * that his vehicle was not safe to drive because the front bumper was hanging due to the impact and that it is highly possible that the bumper will catch on something and pull loose, putting himself at risk for an accident along with endangering other drivers on the road. I have attached the photo for your convenience. It is our responsibility as an auto body repair shop to inform our customer when their safety is at risk. Mr * stated that he could not leave his vehicle with us since it was not convenient for him to get the car repaired at the present time. Mr. * was presented with a preliminary estimate for repairs to his vehicle.Action Carstar has been in business for over 30 years and our mission is to provide the best customer service for all of our clients. We service numerous insurance companies and maintain good relationships with all of our vendors. We take pride in delivering a quality product along with an outstanding customer experience. Action Carstar would never jeopardize our reputation nor would we put ourselves in a position of any fraudulent behavior by compromising a customer’s car for the benefit of obtaining the job.Action Carstar has been a member of the Revdex.com for over 20 years. We are a very reputable business partner in our community and it is our mission to treat every customer as our number one priority.Please let us know that status of the complaint once our response has been reviewed. If you have any questions, please feel free to call me.Sincerely,[redacted] Action Carstar
1. Why did a qualified technician tell me my A/C was dying?On June 18th our technician completed a thorough inspection and annual tune up of your home’s AC unit. During the visit the following items were noted; Performed AC tune up, found rusted out evap coil and replaced pan treatment....
Within the outdoor condensing unit the compressor was found to be testing in the caution, the condenser motor leaking bearing grease and the hard start kit is testing week. Client opted to replace AC on 6-19-15 at 8 to 10am. See attached system efficiency report and service write up from visit. 2. Why did Albracht not check if my unit was still under warranty?Our records indicate the clients existing unit had a 5 year parts and labor warranty. This warranty information was confirmed as correct with the manufacture on the date I spoke with the client. 3. And if they did check but their records didn’t show this, then why not?Our records and the manufacture records concur, and both indicate that the equipment installed was only ever covered by a 5 year parts and labor warranty from the date of original install.4. Why was the One Hour unit twice the price I was quoted elsewhere?We have found that prices vary from company to company. We charge a straight forward price for repairs and replacements based on our cost of operations thus ensuring our ability to run a sustainable business today and into the future. 5. Why the rush to install and the pressure when I called in to delay this?There was no rush to install. June 19th happened to be our next installation date and when it was presented as an option it was accepted.Regards, Brian C[redacted] Sr. Operations Manager One Hour Heating & Air Conditioning [redacted]
[redacted]
[redacted] brian.c[redacted]@onehourair.com Please see attachments
See attachedMrs. [redacted], Thank you for the input on the warranty for your system. I wanted to let you know that I wanted to ensure that the information I gave you in my last response was correct. On August 19th, I contacted both our equipment vendor and [redacted] tech support to re-verify the warranty information. I found the following from both our distributor as well as [redacted] tech support that your warranties for parts and labor are still in effect. This is different information than I was given when I originally contacted [redacted] tech support. I would like to apologize for this as we strive at our office to give the most accurate information available. This was an honest mistake on our part and I am truly sorry. Please let me know if there is anything else that I can do to assist in resolving this issue. Regards, Brian C[redacted]Sr. Operations ManagerOne Hour Heating & Air Conditioning [redacted]
[redacted]
[redacted]brian.c[redacted]@onehourair.com
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.
Regards,
[redacted]
I would once again like to point out that we are driving the car with no, I repeat no transmission issues what so ever. As you will note in the the "estimate" there is no mention of just doing the radiator. We had a car that was not running. When we received the "estimate" we were under the impression that the $6,295 quote was the cost of the repair. No one offered any other alternative. As a mechanic, maybe one could read the estimate and know that it is either A or B. I am not convinced of this, nor was the other mechanic, but I will give them the benefit of the doubt. I seriously doubt that most of their clients are auto mechanics so we go back to the general public, whom upon reading said estimate would assume, being that they were handed the estimate as what it would take to fix their car, that the cost was the $6,295.
As for the replacement of the radiator and cost I will not bicker over the price, although Mr Haisley did leave out the part that the other garage's cost also included new spark plugs and a tune up. Maybe he does not know how to read a bill any better the he feels we can read an estimate.
Then there is the statement about the value of the car, the one they felt was worth a $6,295 repair. When I spoke with the service manager in his office I pulled up the same model car for sale with an average cost of $7,000. The last time I spoke to them I pointed out they had the same model that was a year older and had a little more than half the miles on their very lot for sale with the asking price of $10,000. So which is it, the car is worth a $6200 repair or it is only worth $5,000?
Notice that everything is addressed in Neil Huffman's response except the recommendation of the replacement of a very functioning tranmission. The whole reson I contacted the Revdex.com in the first place. Once again I feel stongly that had I not gotten a second opionion I would have been out the price of an unneeded tranmission replacement and would have been none the wiser. How many "unneeded" replacements are going on at Neil Hoffman?
&nbs
SEE ATTACHMENT FOR RESPONSE IN ITS ENTIRETY AND DOCUMENTS.
Mr. ** originally came to use on March 13, 2015, stating that he had struck a curb. After inspection of vehic**, our Master Technician found one wheel bent beyond repair, the coinciding TPMS sensor malfunctioning, and the wheel bearing...
damaged as well. (**ft front wheel) All recommended repairs were performed as well as a four wheel alignment. When vehic[redacted]ft dea**rship, the alignment was within manufacturers specifications,
Client returned with the vehic** on 3/26/2015, stating that the vehic** had a slight vibration at highway speeds, that the vehic** was pulling to the **ft, and a ratt** concern from the front end. Upon inspection of the vehic**, by the same Master Technician, the dea**rship personnel found the other three wheels out of balance, the alignment was within manufacturer's specifications, and the ratt** concern was determined to be a loose glove box. (several loose dvds and cd cases were found causing the rattling) We repaired the glove box.
The latest visit to the dea**rship was on May 1, 2015, when the client stated they were experiencing a ratt** in the front of the vehic** again, and a braking pulsation. After inspection again, the same technician found the front brake rotors warped and the right front strut failing causing the new ratt**. Client declined any repairs to the brake system and the strut replacement. It should be noted that dea**rship personnel attempted to resolve customer's concern by including the strut replacement in the previous insurance claim for the wheel. Every time the client brought the vehic** in, we provided a loaner at no cost to Mr. **. In regards to management not responding to Mr. **'s request to be contacted, the Service Manager tried twice to contact Mr. ** with no answer or voicemail set up to **ave a message. We feel that there isn't any reason to refund for work comp**ted due to all work performed was to manufacturer's specifications.
P**ase contact me with any further questions or concerns.
[redacted]
GM-Neil Huffman [redacted] at Oxmoor
See attachment for documents and full responseMrs*** brought her MDX in for service on October 10, ***Our factory trained technician diagnosed Mrs*** MDX and had diagnostic trouble codes Pand Pstored at the time of inspectionThose codes represent a random
misfire in the combustion chambers of the engineWhen no problems could be found with the engines combustion or fuel injection, the technician cleared the codes and advised the customer If the same problems return, the engine would require a valve adjustment and spark plug replacementAdditionally at this time, we performed an oil change, wiper blade replacement, and a multipoint inspection of the MDXDuring the multi point inspection, the technician found the torque converter seal seeping transmission fluidThe client deferred the replacement of the seal at that timeThe technician that performed the service and inspection has been an Acura Certified Technician for plus yearsIt isn't uncommon for a Acura MDX with 160,plus miles to have these types of concerns that may ultimately lead to transmission failureThe next service visit that Mrs*** ls referring to was on November 25, *** when the MDX was brought ln with serious drivability issues, Upon inspection of the vehicle it was determined that the radiator had failed internally and was allowing engine coolant and transmission fluid to mix, Because of the fact that the vehicle's transmission relies upon pressure to shift gears and the fact that transmission fluid and engine coolant antifreeze have different viscosities, the vehicles transmission could not operate as the manufacturer intendedThis condition ultimately leads to transmission failure so we recommended to Mrs*** that the radiator and transmission be replaced, Due to the previous Inspection that was performed In October, the torque converter seal was also recommended at retail at the same timeHad the *** decided to replace the transmission, there would have been overlapping labor charges that would have been waived due to the fact that one can't be done without the other, The total retail amount was estimated at 6,295,04, The customer declined the repair and chose to get a second opinion,
Mrs*** had the radiator replaced at another facility In the amount of 838, which, by our printed estimate at 820.87, was more than our estimate quoted Mrs, ***, for the same repairThe only part of our estimate that was in error was that the estimate including the torque converter seal was individually estimated which includes overlapping labor that is unnecessary if the transmission replacement was performed because at that time of the repair, the labor has already been performedAs you can see by the attached estimate that was given to Mrs***, all of our estimates are itemized as ala carte procedures, however, it Is our responsibility to educate the customer on what needs to be done to keep their vehicle running as the manufacturer intended
After Mrs*** had the radiator replaced at another facility, she came back to talk to the Service Manager, *** ***, to voice her concerns about the estimate we provided her as well as the charges for diagnosis and tow charges to another garageMr*** explained the charges and gave Mrs*** a refund on the diagnosis of and reimbursed her for the tow charge of Mrs*** wished to get the Acura MDX appraised and I, myself, appraised her vehicle for 5,000, knowing the problems with the transmission and that it could fall at any timeI have also enclosed an auction market report that clearly shows that my appraisal was certainly in line with vehicles sold around the U.Swith similar miles and similar conditionWe have been In business for almost years and our reputation of doing the right thing has always served us wellI personally would like to invite the *** in to our dealership anytime they need service performed or when they are in the market for a vehicle, I hope this addresses all the concerns that the *** have voicedRespectfully,
*** ***
General Manager
Neil Huffman Acura at Oxmoor
?????
After reviewing Mr. [redacted] claim we have decided to refund him the $424 that he has requested. The check was mailed to Mr. [redacted] today. We apologize to Mr. [redacted] for the poor communication on this matter and make him aware that we have changed our policies on out of state...
transactions. The sales staff has been notified to make sure any and all out of state buyers are aware that we will only collect 6% Kentucky sales tax. In addition to this we are now writing this on the purchase order of each out of state transaction and obtaining the buyer(s) signature(s) on that line of the contract.
This letter is in response to the complaint submitted to the Revdex.com on 6-23-15. Complaint ID [redacted]. Please note that Action Carstar strives to provide the best customer service possible for our clients. Our number one concern is to ensure the customer that we provide the best quality product while...
their safety is our top priority.Mr. * was referred to Action Carstar by [redacted]. Action Carstar is a direct repair for [redacted] along with numerous insurance companies. That being said, We have to follow certain protocol such as informing the customer when their vehicle is not safe to drive. Mr. * entered our of?ce on 6-22-15. We have a customer parking area in front of our store, however he entered through the rear of the shop. Our repair estimator went out to write the estimate with Mr. * and while he was doing so, informed Mr. * that his vehicle was not safe to drive because the front bumper was hanging due to the impact and that it is highly possible that the bumper will catch on something and pull loose, putting himself at risk for an accident along with endangering other drivers on the road. I have attached the photo for your convenience. It is our responsibility as an auto body repair shop to inform our customer when their safety is at risk. Mr * stated that he could not leave his vehicle with us since it was not convenient for him to get the car repaired at the present time. Mr. * was presented with a preliminary estimate for repairs to his vehicle.Action Carstar has been in business for over 30 years and our mission is to provide the best customer service for all of our clients. We service numerous insurance companies and maintain good relationships with all of our vendors. We take pride in delivering a quality product along with an outstanding customer experience. Action Carstar would never jeopardize our reputation nor would we put ourselves in a position of any fraudulent behavior by compromising a customer’s car for the benefit of obtaining the job.Action Carstar has been a member of the Revdex.com for over 20 years. We are a very reputable business partner in our community and it is our mission to treat every customer as our number one priority.Please let us know that status of the complaint once our response has been reviewed. If you have any questions, please feel free to call me.Sincerely,[redacted] Action Carstar
1. Why did a qualified technician tell me my A/C was dying?On June 18th our technician completed a thorough inspection and annual tune up of your home’s AC unit. During the visit the following items were noted; Performed AC tune up, found rusted out evap coil and replaced pan treatment....
Within the outdoor condensing unit the compressor was found to be testing in the caution, the condenser motor leaking bearing grease and the hard start kit is testing week. Client opted to replace AC on 6-19-15 at 8 to 10am. See attached system efficiency report and service write up from visit. 2. Why did Albracht not check if my unit was still under warranty?Our records indicate the clients existing unit had a 5 year parts and labor warranty. This warranty information was confirmed as correct with the manufacture on the date I spoke with the client. 3. And if they did check but their records didn’t show this, then why not?Our records and the manufacture records concur, and both indicate that the equipment installed was only ever covered by a 5 year parts and labor warranty from the date of original install.4. Why was the One Hour unit twice the price I was quoted elsewhere?We have found that prices vary from company to company. We charge a straight forward price for repairs and replacements based on our cost of operations thus ensuring our ability to run a sustainable business today and into the future. 5. Why the rush to install and the pressure when I called in to delay this?There was no rush to install. June 19th happened to be our next installation date and when it was presented as an option it was accepted.Regards, Brian C[redacted] Sr. Operations Manager One Hour Heating & Air Conditioning [redacted]
[redacted]
[redacted] brian.c[redacted]@onehourair.com Please see attachments
See attachedMrs. [redacted], Thank you for the input on the warranty for your system. I wanted to let you know that I wanted to ensure that the information I gave you in my last response was correct. On August 19th, I contacted both our equipment vendor and [redacted] tech support to re-verify the warranty information. I found the following from both our distributor as well as [redacted] tech support that your warranties for parts and labor are still in effect. This is different information than I was given when I originally contacted [redacted] tech support. I would like to apologize for this as we strive at our office to give the most accurate information available. This was an honest mistake on our part and I am truly sorry. Please let me know if there is anything else that I can do to assist in resolving this issue. Regards, Brian C[redacted]Sr. Operations ManagerOne Hour Heating & Air Conditioning [redacted]
[redacted]
[redacted]brian.c[redacted]@onehourair.com
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.
Regards,
[redacted]
I would once again like to point out that we are driving the car with no, I repeat no transmission issues what so ever. As you will note in the the "estimate" there is no mention of just doing the radiator. We had a car that was not running. When we received the "estimate" we were under the impression that the $6,295 quote was the cost of the repair. No one offered any other alternative. As a mechanic, maybe one could read the estimate and know that it is either A or B. I am not convinced of this, nor was the other mechanic, but I will give them the benefit of the doubt. I seriously doubt that most of their clients are auto mechanics so we go back to the general public, whom upon reading said estimate would assume, being that they were handed the estimate as what it would take to fix their car, that the cost was the $6,295.
As for the replacement of the radiator and cost I will not bicker over the price, although Mr Haisley did leave out the part that the other garage's cost also included new spark plugs and a tune up. Maybe he does not know how to read a bill any better the he feels we can read an estimate.
Then there is the statement about the value of the car, the one they felt was worth a $6,295 repair. When I spoke with the service manager in his office I pulled up the same model car for sale with an average cost of $7,000. The last time I spoke to them I pointed out they had the same model that was a year older and had a little more than half the miles on their very lot for sale with the asking price of $10,000. So which is it, the car is worth a $6200 repair or it is only worth $5,000?
Notice that everything is addressed in Neil Huffman's response except the recommendation of the replacement of a very functioning tranmission. The whole reson I contacted the Revdex.com in the first place. Once again I feel stongly that had I not gotten a second opionion I would have been out the price of an unneeded tranmission replacement and would have been none the wiser. How many "unneeded" replacements are going on at Neil Hoffman?
&nbs
SEE ATTACHMENT FOR RESPONSE IN ITS ENTIRETY AND DOCUMENTS.
Mr. ** originally came to use on March 13, 2015, stating that he had struck a curb. After inspection of vehic**, our Master Technician found one wheel bent beyond repair, the coinciding TPMS sensor malfunctioning, and the wheel bearing...
damaged as well. (**ft front wheel) All recommended repairs were performed as well as a four wheel alignment. When vehic[redacted]ft dea**rship, the alignment was within manufacturers specifications,
Client returned with the vehic** on 3/26/2015, stating that the vehic** had a slight vibration at highway speeds, that the vehic** was pulling to the **ft, and a ratt** concern from the front end. Upon inspection of the vehic**, by the same Master Technician, the dea**rship personnel found the other three wheels out of balance, the alignment was within manufacturer's specifications, and the ratt** concern was determined to be a loose glove box. (several loose dvds and cd cases were found causing the rattling) We repaired the glove box.
The latest visit to the dea**rship was on May 1, 2015, when the client stated they were experiencing a ratt** in the front of the vehic** again, and a braking pulsation. After inspection again, the same technician found the front brake rotors warped and the right front strut failing causing the new ratt**. Client declined any repairs to the brake system and the strut replacement. It should be noted that dea**rship personnel attempted to resolve customer's concern by including the strut replacement in the previous insurance claim for the wheel. Every time the client brought the vehic** in, we provided a loaner at no cost to Mr. **. In regards to management not responding to Mr. **'s request to be contacted, the Service Manager tried twice to contact Mr. ** with no answer or voicemail set up to **ave a message. We feel that there isn't any reason to refund for work comp**ted due to all work performed was to manufacturer's specifications.
P**ase contact me with any further questions or concerns.
[redacted]
GM-Neil Huffman [redacted] at Oxmoor