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W Brown Designer & Contractor LLC

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W Brown Designer & Contractor LLC Reviews (4)

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.
     I do NOT see any effort on **. Stein's response's to resolve this issue, but only that his shop had no wrong doing in this situation. I am trying to be civil and use common sense to resolve this unfortunate situation.
Regards, Totally NOT Satisfied
[redacted]

[redacted]
 
Thank you for sending me the text of the complaint in question. The three pages of the complaint all come down to one issue of contention; the owner of the vehicle alleges that while his vehicle was in our possession to replace a right front wheel bearing, we...

drained the oil from his vehicle and then drove his vehicle without refilling his engine with oil, thereby damaging his engine.   
 
Our contention is that we did not damage the engine in his vehicle. With our 16- camera surveillance system, we have continuous video footage of his vehicle while it was in our custody. The video explicitly shows that we never opened the hood of his vehicle or even raised the vehicle to a height allowing us to drain the oil of his vehicle; only high enough to replace the offending wheel bearing. The customer, through our attorney, has been made aware of this fact, and can readily have a copy of the video if he desires, but he has so far not made that request of our attorney.
 
The customer did not request an oil change at the service visit in question, nor was the vehicle due, by mileage or time, for an oil change. His service request was for wheel bearing repairs only. The engine problems occurred during our road test after replacement of the right front wheel bearing. Only after the engine stalled did we open the hood, and the engine was found to be full of oil.  Removing the right valve cover of this 75K mileage engine showed engine internals immaculately clean, too clean for an engine with this many miles. This “clean” side of the engine was where the internal damage was that caused his problems. An engine this clean internally is an indication that someone has been conducting repairs inside of this engine very recently. Of course we took photos of this unusual revelation.
 
Our policy as a business is to treat every customer as we would wish to be treated. When an honest contention arises, we always side with our customer because it is the right thing to do. This is why we have the good record that we do with the Bureau. But in this particular case, with clear video evidence that we did not remove the oil from his engine and our suspicion that someone else has been into this engine recently (his vehicle is an out of state SUV, recently purchased, by the way) we cannot in good faith agree with this gentleman’s opinion that we are at fault in any way. 
 
Let me know if any further information is needed from our company.
 
Thank you,
   
[redacted]
President
Stein Automotive, Inc.

Revdex.com and **. [redacted],In response to **. [redacted]'s response to our initial response to complaint ID [redacted], point by point:1.) At the end of this first paragraph the words "I should have had that performed" is not the same as a customer requesting a particular service, when that request is  typed onto a work order for the technician to then perform. If a particular service is not typed onto a work order, that means it does not have the customer's authorization to be performed. It is unethical for any business to perform unauthorized services and then expect payment from a client for said unauthorized services. **. [redacted]'s invoice (#[redacted]) does not have an oil service printed on it because he did not request one to be performed. It should be stated as well that the factory recommended oil change interval for his vehicle is 7,500 miles, so an oil change on this vehicle was not even due at this mileage of this visit.    2.) As stated, the video content was not requested by his attorney. I did not state, but I am sure that it is available on request from our attorney, **. [redacted]. Regarding oil drainage, our oil drain units for oil removal are five feet high: a vehicle must be raised over six feet to drain its oil: on the video his vehicle was raised less than 2 feet. We use these drain units to recover/recycle all used oil: these units then pump their drained used oil into a state licensed, 500 gallon oil recycling tank from where it then goes to a federally licensed oil recycler.  This is required by law. We have no drains in our epoxy sealed floors to prevent any fluids or contaminants access into the environment, which is the responsible (and right) thing to do. Within our facilities there is no other way to have drained the almost two gallons of oil from this vehicle's engine.       3.) I repeat: no oil service was requested, no oil service was done. **. [redacted] saw the engine damage, as he acknowledges in this paragraph, shown to him by **. [redacted], the manager of the facility. Yes, it is correct, the left cam/head is the damaged area of the engine; we have pictures of the damage. Remember, my staff and I are quite certain that this engine has been worked on recently (probably soon before he bought the vehicle: he has owned it but for a very short while) as it is too clean inside (it is spotless)  for 75K miles of service. Who worked on it and when? I cannot answer those questions, but maybe they should be asked? 4.) [redacted], our store manager, with 30 years in the industry, is THE decision maker at this location and the keeper of our reputation. He is the reason our record with the Revdex.com is top notch. He knows the customers and the intimate details of every service transaction and is responsible for the satisfaction of our customers; his job is not my job. But, my personal review of our archived video and interviews with all of our employees make it absolutely clear to me that we did not drain this vehicle's oil and then drive the vehicle, which is the basis of **. [redacted]'s complaint. Therefore, since we did not do what he said we did, we cannot assume responsibility for a problem that was not of our making.    [redacted] SteinStein Automotive, Inc.

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 will respond to these four paragraphs as follows,   [1]   **. [redacted] is aware that I had my vehicle towed to Land [redacted] of Louisville on 5/21/15 to further diagnosis my engine issues that occurred while his tech was test driving my vehicle. Land [redacted] of Louisville's service adviser called me and advised me that during the right front knuckle and rotor replacement that tech split our right front axle boot. I authorized them to replace that boot and save the old part. With that being said, the engine is not my only issue. I  can tell you that the oil and filter was last changed ay stein automotive [ invoice# 30582 ] on Feb 10th 2015. No one but [redacted] and myself drive this vehicle. The oil had not been changed since then so I felt while the vehicle was in the shop for a wheel bearing replacement I should had that performed also, even though it wasn't due. simple math shows my oil has 3,978 miles on it.    [2]  **. [redacted]s attorney simply told me in an e-mail that the surveillance tapes were being held for future reference and at NO TIME has he offered to show them to me nor my attorney. In this paragraph I agree with **. [redacted] that my hood was never opened. The tech would have to open the hood to pour oil back into the engine. Being raised up to replace a knuckle would be high enough to unscrew a drain plug. **. [redacted] is either unaware of how to change or has forgotten.   [3]   I scheduled my appointment for an earlier right front wheel bearing noise that his tech had detected on the Feb 10th 2015 visit. I asked his manager [redacted] to pre-order the parts, which he did, but a tear down found I needed a rotor also. He acknowledged on two different occasions that I had told him to change the oil and filter. [redacted] his counter person agreed also. If their stories have changed, I'm unaware. **. Steins knowledge of my situation is not the same as mine. When [redacted] showed me the head and broken cam it was on the LEFT side and they had removed the left valve cover not the right. Land [redacted] of Louisville had diagnosed the left head and left cam. Also your tech diagnosed that I needed to replace both cam sensors. Furthermore I ordered a Carfax report and Land [redacted] Service report and neither showed any major engine service. I would like to get a copy of any service bulletins of my vehicle that ** Stein is basing his analysis on.   [4]   [redacted] and [redacted] has told me repeatedly on several occasions that ** Stein was aware of my situation and they could not understand why he would not call [redacted] or myself. He was either out of town on business or Wednesday is his off day and he does not like to be disturbed, or they will give him a message. At no time has he acknowledge that WE have a situation, his response is that it's not his problem. I called Stein automotive at least 18 times from 5/11/15 to 5/21/15 trying to talk to ** Stein, he called me back one [1] time regarding this situation... HOW WOULD YOU RATE HIS CUSTOMER SATISFACTION.         In closing, ** Stein during our one time conversation offered me a discounted estimate to repair my engine with a used 43,000 mile engine for $12,932.08 if I would pay for the motor in advance [service estimate 84]. His quote said the used motor was $8,695.00, I made a phone call to a salvage yard that I do business with to see if I could save some money by buying my own motor and to have Stein automotive install it. To my surprise the person at the salvage yard told me he had quoted Stein automotive the day before that same motor, 43,000 mile motor for $4,650.00. I couldn't believe it, If I put 8695.00 down he will make $4,045.00 profit on the motor alone. That is just one reason I had my vehicle towed out of his shop. AGAIN CUSTOMER SATISFACATION.. I am prepared to take legal action if necessary, I am trying to handle this as a unsatisfied customer thru the Revdex.com. Bills and receipts are still mounting up, today is July 13th, 2015 and I still don't have my vehicle back.

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