We AUTO Know, LLC.

I would like to introduce myself and my businessI am an ASE ( Automotive Service Excellence), Master Certified Technician with over years experience working as a technician in the automotive repair industryI work on import and domestic cars and light duty trucksI personally owned
Toyota vehicles and have been employed at a Toyota dealership during my career. Our business, We Auto Know LLC, is owned and operated solely by myself and my wifeThis business was started so we could provide outstanding customer service, personalized attention to customers and ultimately delivery a better overall automotive repair experience. In regards to *** complaint, we first need to establish some history and show the factsThe vehicle we worked on for *** is a Toyota Piwith 155,miles (at the time of the first visit) that *** purchased as a used vehicleThis vehicle has also been in a roll-over accident and remains in that conditionThe first time we worked on this vehicle for *** was on 3/6/2015, he brought it in for an engine running problem and poor fuel economyI explained upfront, before any work was performed what the diagnostic charges would cost and after that work was done I would provide estimates on what the repair work would cost to fix the issues he brought the vehicle in for. *** agreed to this amount, and we gave him a ride home, a few miles outside of town, at no chargeAfter diagnosing the issues it was determined that the engine compression was almost zero on cylinder #and the cause of that was due to incorrect valve clearance. *** had informed me that when he purchased the vehicle he was told the engine had new cylinder heads and new timing belt installedThe valve clearance must be set correctly when replacing the cylinder heads. At this point I explained what the problem was and gave *** an estimate on the need repairs*** authorized the estimate, and then also requested that the spark plugs, distributor cap and distributor rotor be replaced because he had that work previously done at another shop and was not happy with the parts they installedHe felt like the spark plug wires “should have been bigger” for what he paid to get the work doneHe then also requested to have the front and rear differential fluid, transfer case, and manual transmission fluid serviced and that he wanted to use full synthetic fluidI again gave *** an estimate for the added work. We started the engine repair work and upon disassemble it was clear that much of the work that had been done on the vehicle was of poor quality, there were damaged bolts, missing parts, and incorrectly assembled partsDuring the valve clearance adjustment procedure it was found that out of the valve clearance measurements in the engine were out of specWe correctly adjusted the valves and reassembled the vehicle with the correct fasteners. We again arranged a ride so *** could pick up his vehicle*** was happy with the service and the work performed and his vehicle ran great now. *** returned to our place of business on 3/30/15, stating he noticed an oil leak on his drivewayHe expressed that he felt like it was related to the work that we had done on his vehicleI explained that our warranty covers parts and labor for years or 24,miles and if it was related to the work we did that there would be no charge for the repairs. He left the vehicle with us, we again gave him a ride home and proceeded to diagnose the oil leak at NO charge. At this time it was determined the engine’s front crankshaft seal was leaking and after *** looked at the engine in person, authorized the estimates to replace the leaking sealAt this time he also requested the timing belt to be replaced along with the power steering beltThe repairs were completed, the engine bay and underside of vehicle were steam cleaned to remove all of the leaking oil. We again arrange a ride so *** could get his vehicle back. *** again returned to our business on 5/12/15, with this same vehicle to have an oil change*** provided his own oil and filter and we did the service while he waitedThere was no signs of an oil leak at this time. *** returned to our business 7/8/He entered the office and spoke to my wife for approximately minutes talking about how he had been in the hospital for days days and that his son had been attacked and that things hadn't been going well. Then he switched to talking about how he was there upon legal advice and that “the same thing” was wrong with his truck and it was leaking oil everywhere. At this time I entered the office and asked *** what was wrongHe told me it has the same problem, its leaking oil and now the rear differential is leaking oilI asked him if any repair shop had diagnosed the leak and he replied NoSo then I asked him “how do you know what's leaking then”? I then told him that I would be happy to look at it and that if indeed the seals we replaced were leaking that I would fix it for free, that’s why we have a warrantyI also addressed the issue with the fluid leak on the rear differential and explained that doing a service on that unit is simply removing a drain plug to remove the old fluid, refilling it with new fluid and reinstalling the fill plugThat process is not going to cause the unit to start leaking fluid out the pinion shaft seal and then reminded *** that his vehicle is years old and has over 156,miles on it and it will continue to need to have repairs done to it. We then continued to have the same conversation all over from the beginningAt this point we asked *** what he would like us to doHe said he wants his truck fixedI again explained our warranty and told him there would be no charge if the repair we did was the source of the leakThis wasn’t ok with him and he couldn’t tell us what he wanted us to doHe then continued to express his frustration and I said we have covered everything, you won't let us help youAt this point I said we are done hereI then had to repeat myself and said “we are done". There was no bad language usedSince *** said he was here upon legal advice I told him to have his attorney call us. We go out of our way to try and provide the best product and service possible for our customersWe offer a free shuttle service for customers, we pick up and deliver customer vehicles to their home or office at no charge, we are a NAPA AutoCare Center and offer a month / 24,mile Nationwide Warranty that’s honored at over 14,repair shop across the country. Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]