West Escondido Automotive & Transmission

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 am glad that customer service is strived to be high, but how is that possible if a person has to wait for a long time for anythingTime cannot be given backI am content with the charges for the repairsHowever, I not content with having a vehicle back from a repair for less than hours and a check engine light comes onIn addition, I was not made aware that any sensors could have been affectedEven if I was made aware of this issue I should not have been charged $for something that you stated could happenGood customer service would have taken the truck and cleared codes and waited to see if the light came back onI am glad that the tech took time from his busy day to look at the truck to find out what was wrong with itThat is great, but there is nothing that I have as a customer that could reset (clear all codes) from my truck to see if this issue happens againYes, this was Sept which I am also impressed that you remember this incident, but my hood screws where not wobbly by any way when my truck was dropped offI know that for a fact because my hood closed before I left, but when I returned my hood could not closeThat is obvious from a distanceI would like to know how could a radiator be replaced and those screws were not touch or weight was not placed on itAs for the accusation that the vehicle was in an accident is incorrect because that is not how the black clips that go to the light got brokenI am talking about the TWO little screws that hold that hood bracket downThe hood does not have to be removed for the screws to be taken out and put back in to replace a radiator if that happenedThis was a simple fix and the company refused to just drill two screws inAs to the issues of you not feeling that you cannot help me I am shockedI am in the military and cannot just stay at a business to keep fixing issues surrounding the same issuesI am offended that you assumed that help could not be done just because some are disgruntle of negative commentsWithout them we would not be having this conversation right now and I would still be driving my family in a truck and to work that is unsafe and could kill not only my family but othersYou were contacted when I went up there to discuss this issue that was face to face contactThe negative feedback on Google was the second contact, and now this is the thirdSo to address your issues with satisfaction and to show that “good” customer service I just want two screws in my hood mount that will make my hood stay down and also my $back for something you knew would happen Regards, [redacted] * [redacted] ***

We always
strive to provide the highest level of Customer service for all customers, I
apologize that this customer feels that they were not treated fairly but there
are a few issues that we need to cover to make sure
everyone is on the same
Page
The cost
of the repairs that the customer spent $on were in relation to
the vehicle was over heated badly and the head gasket was damaged and for head
work, all work was completed properly and the vehicle is operating properly per
the customer, if there ever was any concern the customer should
contact us directly as the repairs are covered for Years or 24,miles whichever
comes first but there seems to be no complaint with the engine repairs per the
customers statement
The Check
Engine light came on after the customer retrieved the vehicle and had driven it
for a day or so, often sensors can be affected from overheating a vehicle and
the customer was made aware that a concern like this could arise, the vehicle
was brought in and several tests were run for the lean condition code that
was set, it is possible an Oxygen sensor stuck intermittently, every system
checked out and the technician spent well over an hour running all the testes
on systems, there is no reset button for a check engine lightNo faults were found
at this time, therefore we advised the customer of this and cleared all the memory
codes in the system and advised him if the check engine light came back
on to bring it back and we would recheck the vehicle for him to see
if the trouble code in question had returned, we never recommend to
replace any parts or perform any service unless we can verify a sensor or part
has failedTo my knowledge the check engine light has never returned and this
was the beginning of September when the customer was in.
The concerns
with the customers hood, were brought to our attention when the customer brought
the vehicle in the second time by the customer, we had notated that the vehicle
had been in an accident and several grill pieces and other things had been
glued together during the first visit prior to us ever working on the vehicle,
when the vehicle left here the hood was operating properly per out technician
and this was discussed with the customer that fact when he returned, We did
look at it for the customer the bolts appear to be stripped for the hood brackets,
we never disturbed or removed the hood while the vehicle was in our care
Usually I
would ask what I could do to help this customer but unfortunately this customer
has now posted bad reviews in Google prior to filing this complaint and without
even contacting our facility with his further concernsI usually try to help
in some way; once a review is posted without contacting us I presume there is
not satisfying a consumer

***
We have no
way of knowing if any sensor will fail after a major over heat repair, when a
vehicle ingests coolant from a bad overheat ( Defective Head Gasket or Head )We
do charge to do testing as this concern was not related to repair work we
performed, and it was not related to workmanship or a parts warranty,
everything was connected properly and working as designed that was touched
during your repairAll prior work was checked first, therefore we proceeded
with testing the systems that you had authorized, you are correct you were
charged for an testing an unrelated issue that required testing to verify if
there were any sensors or systems that needed attention for the concernAnd advise
you that all sensors and systems were working properly at this time and to
return if there was any check engine light and we would recheck the system for
you.
I have
never met you nor have I seen your vehicle, I looked up all the notes on the
vehicle from the Service Consultant and technician that were document each time the vehicle was here, That is why I am so familiar with your vehicle as you stated , technicians and advisors document everything
very well that work for our facility just in case there is a concern such as
this I can read all the notes and be aware of what un folded.
I am not
sure what you mean by you could not stay at a business and let them keep fixing
the same concerns; I do not see where there is a concern with any repair
work we have doneThe concern seems to be with two screws for your hood at
this point.
I am happy
to take a look at your hood myself to see what you are describing as you have stated
here that the concern is different from the notes that I haveAn yes I hold my
employees and myself to the highest standard when it comes to customers service,
I am also prior MilitaryMy point about the Internet review was I would have
been happy to look at your concern, but you never expressed any concern to the
advisor helping you when he pointed out that the Technician had documented the
entire grill and other under the hood concerns that were glued back together
from being damaged prior to us seeing the vehicle We could have avoided this type of situation
with a little communication and we would not have needed the disgruntled comments.,
Please let me know if you would like to stop
by with the vehicle and we will look at the hood together, Per my technician the hood operated
fine when the vehicle left here and was not a safety issue, if the hood would
not have latched the vehicle would not have left here, you stated to my advisor
it had a problem when you opened it, anything can fail at anytime, if there was
a concern with the hood screws prior to leaving here my technician would have
made the advisor aware of it right away so that we could of addressed it
Please let
me know if you would like to take a look at the hood
Sincerely
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
In addition I did advise your staff of this issue and after already being late to work he was very admit as to it was my faultThat is when he suggested that I will have to pay for them to remove the bumper
Regards,
*** ***

I apologize that Mr [redacted] is feeling let down about how his extended warranty company has handled his vehicle needs. I would like to make sure we are on the same page as we are here to help him and try...

to make this process as easy for him as possible.   I have attached the initial Estimate that Mr. [redacted] signed when he drop the vehicle off.  The initial estimate for testing, Inspecting and diagnosis was $ 355.97 and was approved by Mr [redacted] by signing the Estimate. He did supply my employee [redacted] with Information on an Extended Warranty, Which we did contact for him on his behalf after diagnosing, testing and inspecting the vehicle for the concerns he had requested and that are stated on the original signed estimate. Mr. [redacted] was made well aware at that time he was signing for the initial cost and anything not covered by his extended Warranty would be his responsibility.   As Mr [redacted] was made aware we cannot guarantee what his Extended Warranty company will approve or authorize until the vehicle has been Inspected, Tested and diagnosed, also Mr [redacted] was made aware that after testing, diagnosis and inspection the extended warranty company Authorized the diagnosing and replacement of the Fan clutch Minus His $ 100 Deductible per his contract.  The other Testing and Inspection and repairs were not authorized or covered by his extended warranty company per his extended warranty company.   I do understand Mr [redacted]'s frustration when dealing with his Extended warranty companies, Unfortunately we have no control over their decisions if he feels other items should be covered, I would recommend that Mr [redacted] contact his warranty company directly and discuss these items with them.
[redacted]

I apologize that Mr [redacted] is feeling let down about how his extended warranty company has handled his vehicle needs. I would like to make sure we are on the same page as we are here to help him and try to make this process as easy for him as possible.   I have attached the initial Estimate...

that Mr. [redacted] signed when he drop the vehicle off.  The initial estimate for testing, Inspecting and diagnosis was $ 355.97 and was approved by Mr [redacted] by signing the Estimate. He did supply my employee [redacted] with Information on an Extended Warranty, Which we did contact for him on his behalf after diagnosing, testing and inspecting the vehicle for the concerns he had requested and that are stated on the original signed estimate. Mr. [redacted] was made well aware at that time he was signing for the initial cost and anything not covered by his extended Warranty would be his responsibility.   As Mr [redacted] was made aware we cannot guarantee what his Extended Warranty company will approve or authorize until the vehicle has been Inspected, Tested and diagnosed, also Mr [redacted] was made aware that after testing, diagnosis and inspection the extended warranty company Authorized the diagnosing and replacement of the Fan clutch Minus His $ 100 Deductible per his contract.  The other Testing and Inspection and repairs were not authorized or covered by his extended warranty company per his extended warranty company.   I do understand Mr [redacted]'s frustration when dealing with his Extended warranty companies, Unfortunately we have no control over their decisions if he feels other items should be covered, I would recommend that Mr [redacted] contact his warranty company directly and discuss these items with them. [redacted]

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 am glad that customer service is strived to be high, but how is that possible if a person has to wait for a long time for anything. Time cannot be given back. I am content with the charges for the repairs. However, I not content with having a vehicle back from a repair for less than 24 hours and a check engine light comes on. In addition, I was not made aware that any sensors could have been affected. Even if I was made aware of this issue I should not have been charged $100 for something that you stated could happen. Good customer service would have taken the truck and cleared codes and waited to see if the light came back on. I am glad that the tech took time from his busy day to look at the truck to find out what was wrong with it. That is great, but there is nothing that I have as a customer that could reset (clear all codes) from my truck to see if this issue happens again. Yes, this was Sept which I am also impressed that you remember this incident, but my hood screws where not wobbly by any way when my truck was dropped off. I know that for a fact because my hood closed before I left, but when I returned my hood could not close. That is obvious from a distance. I would like to know how could a radiator be replaced and those screws were not touch or weight was not placed on it. As for the accusation that the vehicle was in an accident is incorrect because that is not how the black clips that go to the light got broken. I am talking about the TWO little screws that hold that hood bracket down. The hood does not have to be removed for the screws to be taken out and put back in to replace a radiator if that happened. This was a simple fix and the company refused to just drill two screws in. As to the issues of you not feeling that you cannot help me I am shocked. I am in the military and cannot just stay at a business to keep fixing issues surrounding the same issues. I am offended that you assumed that help could not be done just because some are disgruntle of negative comments. Without them we would not be having this conversation right now and I would still be driving my family in a truck and to work that is unsafe and could kill not only my family but others. You were contacted when I went up there to discuss this issue…that was face to face contact. The negative feedback on Google was the second contact, and now this is the third. So to address your issues with satisfaction…and to show that “good” customer service I just want two screws in my hood mount that will make my hood stay down and also my $100 back for something you knew would happen.
Regards,
[redacted]. [redacted] [redacted]

We always
strive to provide the highest level of Customer service for all customers, I
apologize that this customer feels that they were not treated fairly but there
are a few issues that we need to cover to make sure everyone is on the same
Page.
The cost
of the repairs that the customer...

spent $2000 on were in relation to
the vehicle was over heated badly and the head gasket was damaged and for head
work, all work was completed properly and the vehicle is operating properly per
the customer, if there ever was any concern the customer should
contact us directly as the repairs are covered for 2 Years or 24,000 miles whichever
comes first but there seems to be no complaint with the engine repairs per the
customers statement.
The Check
Engine light came on after the customer retrieved the vehicle and had driven it
for a day or so, often sensors can be affected from overheating a vehicle and
the customer was made aware that a concern like this could arise, the vehicle
was brought in and several tests were run for the lean condition code that
was set, it is possible an Oxygen sensor stuck intermittently, every system
checked out and the technician spent well over an hour running all the testes
on systems, there is no reset button for a check engine light. No faults were found
at this time, therefore we advised the customer of this and cleared all the memory
codes in the system and advised him if the check engine light came back
on to bring it back and we would recheck the vehicle for him to see
if the trouble code in question had returned, we never recommend to
replace any parts or perform any service unless we can verify a sensor or part
has failed. To my knowledge the check engine light has never returned and this
was the beginning of September when the customer was in. 
 
The concerns
with the customers hood, were brought to our attention when the customer brought
the vehicle in the second time by the customer, we had notated that the vehicle
had been in an accident and several grill pieces and other things had been
glued together during the first visit prior to us ever working on the vehicle,
when the vehicle left here the hood was operating properly per out technician
and this was discussed with the customer that fact when he returned, We did
look at it for the customer the bolts appear to be stripped for the hood brackets,
we never disturbed or removed the hood while the vehicle was in our care.
 
Usually I
would ask what I could do to help this customer but unfortunately this customer
has now posted bad reviews in Google prior to filing this complaint and without
even contacting our facility with his further concerns. I usually try to help
in some way; once a review is posted without contacting us I presume there is
not satisfying a consumer