Valley Heating & Cooling

AS A RESPECTED BUSINESS OWNER FOR YEARS WITH AN A+ BUSINESS RATING, I AM RESPONDING TO THIS COMPLAINT BY [redacted] WHICH I RECEIVED BY MAIL ON JUNE 17, 2015.THE CAR WAS BROUGHT TO US WITH A REAR DIFFERENTIAL FAILURE ON 4/28/INVOICE # THE COST OF THIS REPAIR WAS $ WHICH INCLUDED REPLACING THE RING AND PINION AND ALL DIFFERENTIAL BEARINGS, SYNTHETIC GEAR OIL AND SUPPLIESTHIS TYPE OF REPAIR IS DONE REGULARLY AT OUR SHOP WITH LITTLE DIFFICULTY.THE CUSTOMER CAME BACK TO OUR SHOP ON 5/11/INVOICE # [redacted] AND THE DIFFERENTIAL RING AND PINION HAD FAILED A SECOND TIMEAT THIS TIME, WE FOUND THE RING AND PINION DAMAGED AGAIN SO THE SHOP ORDERED ANOTHER RING AND PINION AND BEARING KIT AND REPLACED THESE COMPONENTS AT NO CHARGE TO THE CUSTOMER(HOURS OF LABOR)THE VERY NEXT DAY, ON 5/12/INVOICE #***, THE SHOP REMOVED THE RING AND PINION FOR A THIRD TIME AT NO CHARGE DUE TO A GEAR NOISEUPON RESEARCH AND SPEAKING WITH MY SUPPLIER, [redacted] , WE DECIDED TO ORDER ALL DIFFERENTIAL BEARINGS FROM THE DEALER DUE TO A POSSIBLE CHANGE IN DESIGN FROM THE AFTER MARKET TO OEMUNFORTUNATELY, ALL OF THIS WORK MADE NO DIFFERENCE THE NOISE WAS STILL PRESENTALL THIS WORK WAS DONE AT NO CHARGE TO OUR CUSTOMERWE SPENT HOURS OF LABOR (NO CHARGE)AND NO ADDITIONAL CHARGE FOR THE OEM BEARINGS TO CUSTOMER.FINALLY, WE TOOK THE DIFFERENTIAL APART AND HAD A MACHINIST COME TO OUR REPAIR FACILITY ON 5/15/TO MEASURE AND INSPECT THE DIFFERENTIAL HOUSING (CASE) ONLY TO FIND THE DIFFERENTIAL HOUSING WAS NOT WITHIN SPECS; THUS CAUSING ALL DIFFERENTIAL RING AND PINIONS TO FAILAT THIS TIME, THE CAR NEEDED THE DIFFERENTIAL HOUSING AND OUR SHOP ORDERED AND REPLACED THE HOUSING ON 5/29/INVOICE #*** [redacted] DID NOT HAVE HER CAR FROM 5/12/TO 5/29/WHICH WAS VERY UPSETTING TO HER AND STRESSFUL TO OUR SHOP BUT THERE WAS NOT ANYTHING ELSE THAT COULD HAVE BEEN DONE ON OUR PARTWE WERE WAITING FOR THE CORRECT DIFFERENTIAL HOUSING WHICH TOOK DAYS TO RECEIVESHE STATED, "I DON'T CARE WHAT YOU PUT IN MY CAR...I AM GOING TO SELL IT." HOWEVER, OUR SHOP DOES NOT STAY IN BUSINESS FOR YEARS TO DO REPAIR WORK INCORRECTLYWE SPENT AN ADDITIONAL $TO BUY THIS HOUSING AT NO CHARGE TO OUR CUSTOMERINVOICE #***UPON PICKUP, THE CUSTOMER BECAME VERY UPSET BECAUSE THE BATTERY NEEDED TO BE JUMPEDOUR TECHNICIAN HAD FINISHED THE CAR AT 9:00AM AND HAD ACCIDENTALLY LEFT THE PARK LIGHTS ONHE WAITED FOR THE CUSTOMER FOR AN ADDITIONAL HOUR AND A HALF AFTER CLOSING TO ALLOW FOR PICK UP AND APOLOGIZED FOR THE INCONVENIENCEON MONDAY, JUNE 1, , I CALLED [redacted] AT APPROXIMMATELY 9:00AM JUST TO SEE HOW EVERYTHING WAS AS A FOLLOW UP [redacted] NEVER RETURNED MY CALLAS FOR THE COMPLAINT REGARDING THE BRAKES, OUR SHOP WAS NEVER INFORMED THERE WAS A PROBLEMIF SO, BLEEDING THE BRAKES WOULD HAVE BEEN DONE AS A COURTESY AT NO CHARGE TO THE CUSTOMER EVEN THOUGH IT WAS NOT PART OF THE DIFFERENTIAL JOBIT IS A VERY EASY PROCEDURE TO PERFORMWE DID NOTICE THAT THERE WAS A REPLACEMENT BRAKE LINE PUT ON THE REAR BRAKES PRIOR TO OUR REPAIR WORKUPON RECEIVING THIS LETTER ON JUNE 17, 2015, I CALLED [redacted] AND LEFT A MESSAGE STATING THAT WHATEVER SHE NEEDED TO DO, WOULD BE DONE AT NO CHARGE AND TO PLEASE BRING THE CAR BACK RATHER THAN IGNORE MY CALLS AND HAVE TO SPEND MONEY ELSEWHERE FOR NO REASONTHROUGHOUT THIS ENTIRE PROCESS, I SPOKE TO [redacted] ALMOST DAILY; KEEPING HER INFORMED I UNDERSTOOD HER FRUSTRATION AND DID EVERYTHING IN MY POWER TO HELP THIS CUSTOMERWE DO NOT RUN FROM OUR RESPONSIBILITIES HERE AT STOP AND GO AND IF [redacted] STILL NEEDS ANY WORK DONE, I WOULD BE GLAD TO ASSIST HER AT NO CHARGE.THANK YOU[redacted] OWNER; STOP AND GO TRANSMISSIONS [redacted] ***