Business's Response to Customer Complaint:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Date: 1-14-2016The customer's extended warranty company referred him to our shopThe customer had his Dodge Charger towed to our shop, and told us that it needed a new throttle bodyWe went ahead and replaced it, and the vehicle still would not start; further diagnostic procedures were requiredOur scan tool found codes in different areas of the vehicleOne of the codes was an airbag code, and so I went to Lithia Dodge and talked to ** *** about getting it fixed for free because it was still under warrantyI advised the extended warranty company to send the vehicle to the dealer, because it's a new car and maybe the other issues were under warranty as well; That way the extended warranty company didn't have to pay two shopsThe company told me and the customer clearly that they would only pay one shop to fix the issues, and the customer agreedAfterwards, we began to research the vehicle and test various components to try to determine what was preventing the vehicle from startingExtended warranty companies are difficult to deal with, and it takes time to get things lined up with themI called the company at least times, and each time it took at least minutes to even get to talk to a personI even convinced them to extend the customer's rental car while we were still diagnosing the vehicleI also strongly recommended that they have the customer take the vehicle to the dealership to have it repairedIt also takes time to do intensive diagnostics on cars that appear to have complex electronic issues, especially because Chargers from this year were all recalled by the manufacturerWhen the customer picked the vehicle up and took it to the dealer, they found out it was the fuel pump that was causing all the issuesI understand the customer's frustration with having to pay for the diagnosis of the vehicle; however, we did put labor into the vehicle, as well as intensive diagnosticsWe charged the customer for hours of labor and diagnostic services over the course of one week, and he paid happily with no complaintsAfter he took the vehicle to the dealership and had it repaired, however, he suddenly had an issue with our services and reported us to the Revdex.comHe complained that we didn't do anything to his vehicle, while we are the ones who diagnosed his vehicle and worked with the dealership and extended Warranty Company to help him solve the issues with his vehicle.SincerelyAuto Mechanic Service Plus, LLC*** ***
At this time, I have been contacted directly by Savvy Tire & Auto Service regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I had also filed a complaint through Goodyear. The Goodyear representative stated that they spoke with the manager and he...
would service the vehicle at a "discounted rate". I will not provide this company with anymore business, so did not take the car back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Business's Response to Customer Complaint:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Date: 1-14-2016The customer's extended warranty company referred him to our shopThe customer had his Dodge Charger towed to our shop, and told us that it needed a new throttle bodyWe went ahead and replaced it, and the vehicle still would not start; further diagnostic procedures were requiredOur scan tool found codes in different areas of the vehicleOne of the codes was an airbag code, and so I went to Lithia Dodge and talked to ** *** about getting it fixed for free because it was still under warrantyI advised the extended warranty company to send the vehicle to the dealer, because it's a new car and maybe the other issues were under warranty as well; That way the extended warranty company didn't have to pay two shopsThe company told me and the customer clearly that they would only pay one shop to fix the issues, and the customer agreedAfterwards, we began to research the vehicle and test various components to try to determine what was preventing the vehicle from startingExtended warranty companies are difficult to deal with, and it takes time to get things lined up with themI called the company at least times, and each time it took at least minutes to even get to talk to a personI even convinced them to extend the customer's rental car while we were still diagnosing the vehicleI also strongly recommended that they have the customer take the vehicle to the dealership to have it repairedIt also takes time to do intensive diagnostics on cars that appear to have complex electronic issues, especially because Chargers from this year were all recalled by the manufacturerWhen the customer picked the vehicle up and took it to the dealer, they found out it was the fuel pump that was causing all the issuesI understand the customer's frustration with having to pay for the diagnosis of the vehicle; however, we did put labor into the vehicle, as well as intensive diagnosticsWe charged the customer for hours of labor and diagnostic services over the course of one week, and he paid happily with no complaintsAfter he took the vehicle to the dealership and had it repaired, however, he suddenly had an issue with our services and reported us to the Revdex.comHe complained that we didn't do anything to his vehicle, while we are the ones who diagnosed his vehicle and worked with the dealership and extended Warranty Company to help him solve the issues with his vehicle.SincerelyAuto Mechanic Service Plus, LLC*** ***
At this time, I have been contacted directly by Savvy Tire & Auto Service regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I had also filed a complaint through Goodyear. The Goodyear representative stated that they spoke with the manager and he...
would service the vehicle at a "discounted rate". I will not provide this company with anymore business, so did not take the car back.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]