E W Truck & Equipment Co

Response; Case ID # [redacted] To Whom It May Concern; I am responding to the claimants response to my response, if this makes senseE-W Truck & Equipment Cohas been in business as a Commercial Truck Dealer in San Diego for plus yearsWe are well known throughout the county and respected among our peers and our customersWe pride ourselves on customer service, professionalism and qualityWe could not have stayed in business for years otherwiseI do not understand what the complainant is saying in her response to my response to her original complaintAgain, she is talking in circlesI’m sure there is a point she is trying to make and I believe I know what that isThe bottom line is [redacted] feels the truck was brought in for an estimate and she didn’t get one, period, end of storyBut an estimate for what? Collision damage or mechanical complaints? The fact of the matter is, the truck was brought in for us to diagnose mechanical issuesPlease see the attached signed work order and invoiceYes, in the conversation, the collision incident was brought up and discussedHowever, our part of that conversation was to determine whether or not the mechanical complaints were part of the collisionWe determined it was not, not even closeDiagnosing mechanical complaints takes time and effortReading electronic fault codes is one thingDetermining what they mean and troubleshooting the code is anotherOnly a trained technician is truly qualified to understand what they mean, how to troubleshoot it and what needs to be done to repair itIt is not a free service nor is it as simple as they would have you believe on some radio commercialsToo many times people think that because you have a fault code for a pressure sensor you simply replace the sensorThat couldn’t be any further from the truthThat being said, we are not in business to instruct customers on how to fix their truckTo that end, what [redacted] is forgetting, somewhere after we told them the collision damage and mechanic issues were not related and their subsequent displeasure with [redacted] , they told us they were taking the truck somewhere elseWhat she was expecting is that we would give them enough information for someone else to fix their truckWe can go around and around about thisBut let’s get to the close and be done with it [redacted] says she brought the truck in for an estimatePlease see what [redacted] asked to be done and signed for on the attached work orderThe D&A stands for diagnose and adviseThe CEL stands for Check Engine lightLow power is self explanatory Please see a copy of the attached invoiceThere is a clear explanation of our findings and labor amounts to diagnose the complaints I’ve also attached the original parts quote for [redacted] That is as far as we got in estimating the mechanical issues that were present at the timeAs I told her, once they told us they were taking the truck elsewhere, I was not going to invest any more of my time writing an estimateThey weren’t going to have the work done here and we had already invested a ton of time determining what parts were neededI felt that we had done plenty for a repair we’re not going to do What they paid for is the diagnosis time we invested into their truck and again, the results for that diagnosis is clearly stated on the invoiceIn closing, I have been doing this for a long timeplus years if you’re countingI am a huge consumer advocate and do everything I can to make sure my customers are taken care of and treated respectfully and fairly in every aspect of the of the transactionHowever, there are times when you realize you have to walk awayFor any number of reasons, you know the interaction is not going to go wellLike any other business, there are some shops out there that give others a bad rapOne bad apple so to speakI can assure you, we aren’t the bad apple [redacted] made it very clear by the accusations she made toward us and [redacted] , she didn’t trust anyone and she was going to be extremely difficult to deal withI don’t know that anyone can get [redacted] to understand the value in what she paid forHer Husband [redacted] seems to understand, but she doesn’tI will not cave in and give her any monies back because she does not understand itThis is not a game of the squeaky wheel getting the grease, I’d rather walk awayIn the end, [redacted] wanted us to condemn the mechanical problems as a result of the collision damageWhen we would not is when all this started [redacted] Service ManagerE-W Truck & Equipment Co

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** *** *** it looks that were are both to hold both going to hold our stance You provided a sign document from *** which is signed by him a day prior to our vehicle arriving at location It also has side notes that has my Phone number on it I wish that you can just ask like a manager You have torrible customer service skills I was your customer You did not once listen to me You keep talking about what your employees told you I am talking about my experience there I have did business with all numerous amount of time I really didn;t understand why did you not give us what we asked for I told you that money was not a problem You cold have just giving me estimate That is what would have ended it I had to fix my truck at another location You are the manager If your customer cames to you and you refused to even their complaint that you are not doing your job Your own paper work shows that you extended your promise time That would have upset any customer I lots thousands of dollars due to all of this Are you capable to even hear you customer out? You keep just throwing jabs at myself and my husband Your emploees are lying to you.Pease undererstad what you all are doing so you can stop saying that This fight did not have to happen True managers like try to come to a reslolution and you did not want to Just really dig dip and ask your self what are you doing ***s just do the right thing I no longer want the estimate becuase my truck is already fixed You shoud have given the estimate earlierbut now we are requesting a full refund

I want to respond to *** at EW EquipmentI am sending the first and second messase that I sent to ***.I clearly stated to him that we wanted an estimate *** states that he doesn't believe that the mechanleal problems were collision relatedtold *** and *** that With the estimate that they provide,they can put on It that it was not collision related If that's what they believed *** told me the only way that they could tell If the mechanical problems were due to the accident Is If had the same diagnostic the day beforeI said he could put that on the estimate alsoThe finance company for-------otlie truck-wantecrto mal

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

Dear Revdex.com; I am writing in response to your letter regarding Kali Family Logistic, case ID #***. I’ll start from the beginning; First of all, it is our policy to never recommend another
business of any kind to any customerIt has proven to be a black eye on us when things go wrong between that recommendation and a customerThey feel we are responsible if they have a bad experience because we recommended themWe make referrals, not recommendationsIn this case we referred this customer to *** over the phoneThey called us a week in advance, prior to coming to our shop, to inquire if we do body work(Spoke to *** in Service) *** told them we do not do body work and referred them to *** in Chula Vista. Late Friday evening on February 20, a truck was brought into us by Kali Family Logistics with a complaint for loss of air pressure and a check engine light on with loss of powerThe person (*** ***) who dropped off the truck asked to have it diagnosed and estimated and wanted to see if it was part of his collision damageWe diagnosed the check engine light, low power and the air leakThe results of which were simple to extensiveThe air leak simple, the check engine light extensiveNeither of them were remotely close to being a result of any collision damage(The collision damage was minor at that) We called the customer to advise them of our findings and on Monday, February 23 and began building an estimate for the repairsThe customer told us they just had a bunch of work done to the air system and faxed us a copy of the repair invoice from a truck stop in Commerce City, Coclaiming it must be something they did wrong, or it should be under warranty or part of the collision damageAs it turned out, it was none of the aboveThe loss of air had nothing to do with anything the truck stop did or the collision damage. The same results came with the check engine light and loss of powerIt had nothing to do with anything anyone else had already done or the collision damage. Between Tuesday and Thursday, ***, our Service advisor has several conversations with *** and *** explaining to them there is no way we can associate the check engine light, low power or air leak complaints with the collision damageIt is my understanding, during that same time period, *** from *** was also working with them on the collision damage estimate. As we were in the process of estimating the labor, the customer, (***) told us to stop and that he was going to have the work done by his MechanicWe stopped, we completed our paper work and closed the invoice*** picked the truck up late Friday evening and complained to the night foreman that he was being invoiced for a repair that should be covered by the insurance company because of the collision damage. The night Foreman (***) explained to him that the cause of his complaint has nothing to do with any collision damage, not even close. Monday Morning, March 2nd, I received a phone call from a *** *** in essence accusing us of fraud and collusion with *** from *** Truck BodyShe accused us of giving out personal information and not giving her a completed estimateShe also claimed she did not get what she paid forI tried to explain to her that she did in fact get what she paid for in the form of in depth diagnosis and an explanation of what needs to be done to correct the immediate faults that were present on her truck(See the attached invoice ***) She claimed to not understand what the invoice says, I tried to explain it to her but she kept claiming she did not understand itI did not know how to explain it any further to herIt is a bit technical but it is not that deepAny mechanic can understand itLine “A” is simple, there is an air leak at the fan lineThat is not hard to understandLine “B” addresses that check engine lightIt calls out the different engine sensors that are related to the fault codesThey are fairly simple to understandWhen asked, *** said he understood what they are and what they mean but his wife does not. *** kept me on the phone for nearly minutes listening to her complaint that she was being charged for something that should have been covered by the insurance companyThen it changed to being charged for something she didn’t receive, then it changed to us colluding with *** at *** and *** colluding with the insurance company. Then it went to us giving out her personal information and that we were going to pay for itIt got to the point where I told her I had to go, she would not stop, she would not let me go, I finally said to her I had to go, thanks for the call, have a nice day and I hung upI told *** I have a copy of the parts estimate sheet but there are no labor estimate attachedI told her I could sent her a copy of the parts list if she wantedBefore I hung up I asked her for her fax number several timesShe just kept on with her accusations and never gave me her Fax number. I have witnesses that heard her on the phone all the way in the other officeI never told her not to come backI was not rude to her or spoke aggressively to her in any way shape or form. About an hour later, *** came here to E-W Aggressively hostile looking for meHe approached *** and asked for me*** had to diffuse him*** told *** that I had yelled and cussed at his wife*** told *** he was sitting right here in my office when I was talking to his wife (Which he was) And told *** I never cussed his wife or yelled at her*** Asked *** if he understood what those fault codes and descriptions mean, *** said yes but his wife didn’t*** asked ***, “Is that our fault”? *** said no. Then on Tuesday March 3rd, the e-mails started flying, again with the accusations and what I consider to be threatsIt got to the point that I reported it to the San Diego PDThen she accused me of profiling Black peopleI told her I’ve never met you, I have no idea what color you areIt finally stoppedI kept all the e-mails as advised by San Diego PD. I did tell *** we don’t make a habit of telling people how to fix their trucksThat’s not what we’re here for and if that person does something wrong or gets hurt in the process, once again, they want to hold us responsible for telling them something wrongAs well, we aren’t going to give out technical information to another repair facilityIt’s just not good business and this is exactly what she expected us to doGive it to her so she could give it to another Mechanic Please see the attached invoiceWe have our diagnostic rates posted all over in our shopWe are professional and treat everyone with respectThis is a case of a communication problem between a husband and his wifeNot a communication problem with E-W TruckAlso, we have a signed copy of the repair order, signed by ***, authorizing us to diagnose his truckI can forward that as well if you desire. I respectfully request this case to be ruled in our favorWe did nothing wrongWe will not condemn a repair, commit perjury or insurance fraud because someone else feels otherwiseOur conviction that these repairs had nothing to do with the collision damage is soundWe have no reason to lie about it or claim otherwiseIf it was an insurance collision related repair we would be more than happy to claim it as suchWe would have gotten paid either wayI’d prefer it to be the honest way. I’m sorry *** does not understandBut that is something I cannot fix. *** ***Service ManagerE-W Truck & Equipment Co

Response;           Case ID #[redacted] To Whom It May Concern;           I am responding to the claimants response to my response, if this makes sense. E-W Truck & Equipment Co. has been in business as a Commercial Truck Dealer in San Diego for 60 plus years. We are well known throughout the county and respected among our peers and our customers. We pride ourselves on customer service, professionalism and quality. We could not have stayed in business for 60 years otherwise. I do not understand what the complainant is saying in her response to my response to her original complaint. Again, she is talking in circles. I’m sure there is a point she is trying to make and I believe I know what that is. The bottom line is [redacted] feels the truck was brought in for an estimate and she didn’t get one, period, end of story. But an estimate for what? Collision damage or mechanical complaints? The fact of the matter is, the truck was brought in for us to diagnose mechanical issues. Please see the attached signed work order and invoice. Yes, in the conversation, the collision incident was brought up and discussed. However, our part of that conversation was to determine whether or not the mechanical complaints were part of the collision. We determined it was not, not even close. Diagnosing mechanical complaints takes time and effort. Reading electronic fault codes is one thing. Determining what they mean and troubleshooting the code is another. Only a trained technician is truly qualified to understand what they mean, how to troubleshoot it and what needs to be done to repair it. It is not a free service nor is it as simple as they would have you believe on some radio commercials. Too many times people think that because you have a fault code for a pressure sensor you simply replace the sensor. That couldn’t be any further from the truth. That being said, we are not in business to instruct customers on how to fix their truck. To that end, what [redacted] is forgetting, somewhere after we told them the collision damage and mechanic issues were not related and their subsequent displeasure with [redacted], they told us they were taking the truck somewhere else. What she was expecting is that we would give them enough information for someone else to fix their truck. We can go around and around about this. But let’s get to the close and be done with it. 1.       [redacted] says she brought the truck in for an estimate. Please see what [redacted] asked to be done and signed for on the attached work order. The D&A stands for diagnose and advise. The CEL stands for Check Engine light. Low power is self explanatory.2.       Please see a copy of the attached invoice. There is a clear explanation of our findings and labor amounts to diagnose the complaints.  3.       I’ve also attached the original parts quote for [redacted]. That is as far as we got in estimating the mechanical issues that were present at the time. As I told her, once they told us they were taking the truck elsewhere, I was not going to invest any more of my time writing an estimate. They weren’t going to have the work done here and we had already invested a ton of time determining what parts were needed. I felt that we had done plenty for a repair we’re not going to do.4.       What they paid for is the diagnosis time we invested into their truck and again, the results for that diagnosis is clearly stated on the invoice. In closing, I have been doing this for a long time. 40 plus years if you’re counting. I am a huge consumer advocate and do everything I can to make sure my customers are taken care of and treated respectfully and fairly in every aspect of the of the transaction. However, there are times when you realize you have to walk away. For any number of reasons, you know the interaction is not going to go well. Like any other business, there are some shops out there that give others a bad rap. One bad apple so to speak. I can assure you, we aren’t the bad apple. [redacted] made it very clear by the accusations she made toward us and [redacted], she didn’t trust anyone and she was going to be extremely difficult to deal with. I don’t know that anyone can get [redacted] to understand the value in what she paid for. Her Husband [redacted] seems to understand, but she doesn’t. I will not cave in and give her any monies back because she does not understand it. This is not a game of the squeaky wheel getting the grease, I’d rather walk away. In the end, [redacted] wanted us to condemn the mechanical problems as a result of the collision damage. When we would not is when all this started.   [redacted]Service ManagerE-W Truck & Equipment Co.

Dear [redacted] In response to [redacted]’s most recent reply, I see again she is accusing us of falsifying documents. As I have said before, this could not be any further from the truth. We have no need or reason to falsify dates or any other information. It serves no purpose for us. However, to put this to an end, Here’s what I’ll do; I will offer [redacted] and [redacted] a one-time “Free” oil change at no expense to them. (A $400.00 Value that is valid only at E-W), providing, [redacted] admits we did nothing wrong and that she apologizes for accusing us of colluding with the insurance company, [redacted] and [redacted] and giving out her personal information, (Identity theft). She also needs to apologize for accusing me of racial profiling and I want all this in writing from [redacted]. Thank you, [redacted]Service ManagerE-W Truck & Equipment Co.

Review: On 2/18/2015 our semi truck was hit by an employee of TWT trucking. We had body damage and the engine light came on. On 2/20/2015 we took our truck to EW equipment for an estimate. They told us that they did not do body work but they do partner with [redacted] at [redacted] body shop for body work. We told the [redacted] at EW that after the accident our truck began to loose power and the engine light came on. He said that he would look at it and gave a promise time of 2/23/2015 to provide the estimate. [redacted] came to EW on 2/20/2015 to review the semi truck for the body damage. On 2/24/2015 we got a call from TWT stating that they already got their estimate. We called [redacted] and [redacted] and told them that they other party already got their estimate and why was ours taking so long. They both stated that they were still working on it. On 2/26/2015 I called Roman body shop directly to ask for our estimate. They stated they don;t have any information for our semi but they did put [redacted] on the phone. [redacted] stated that he was hired by TWT to do an appraisal for them. I told [redacted] that he mislead us by stating that he was working for [redacted]. We needed our own seperate estimate and we thought that he was working for [redacted] to do the body work for us. He apologized for misleading us. I contacted EW again on 2/26/2015 to ask for the estimate. [redacted] stated that he cannot say 100 that all of this is accident related. I told him to just give me the estimate of what he found and I will foward it to the insurance companies. He told me he would have it before the end of the day. On 2/27/2015 my husband went to the shop and they still did not have the estimate. I contacted the manager [redacted] and told him everything that was going on and asked if he would provide the estimate. He stated that [redacted] has it but will not provide it to us. I paid 315.00 for an estimate that they refuse to provide. All he gave me is a paper with diagnostics codes.Desired Settlement: I already asked [redacted] if would give us the estimate. We may have some of the mechanical work done there and some done else where. It depends on the prices. He stated that too much has already went on and he did not want to do business with us. He said that I can just bring that paper is diagnostic codes to another mechanic and they can tell me what they mean. I told him that I need this for the insurance company. I asked for an estimate and paid for it. I want a refund since they refused to provide an estimate. I had to go to another repair shop and do the whole process all over again

Business

Response:

Dear Revdex.com; I am writing in response to your letter regarding Kali Family Logistic, case ID #[redacted]. I’ll start from the beginning; First of all, it is our policy to never recommend another business of any kind to any customer. It has proven to be a black eye on us when things go wrong between that recommendation and a customer. They feel we are responsible if they have a bad experience because we recommended them. We make referrals, not recommendations. In this case we referred this customer to [redacted] over the phone. They called us a week in advance, prior to coming to our shop, to inquire if we do body work. (Spoke to [redacted] in Service) [redacted] told them we do not do body work and referred them to [redacted] in Chula Vista. Late Friday evening on February 20, 2015 a truck was brought into us by Kali Family Logistics with a complaint for loss of air pressure and a check engine light on with loss of power. The person ([redacted]) who dropped off the truck asked to have it diagnosed and estimated and wanted to see if it was part of his collision damage. We diagnosed the check engine light, low power and the air leak. The results of which were simple to extensive. The air leak simple, the check engine light extensive. Neither of them were remotely close to being a result of any collision damage. (The collision damage was minor at that) We called the customer to advise them of our findings and on Monday, February 23 and began building an estimate for the repairs. The customer told us they just had a bunch of work done to the air system and faxed us a copy of the repair invoice from a truck stop in Commerce City, Co. claiming it must be something they did wrong, or it should be under warranty or part of the collision damage. As it turned out, it was none of the above. The loss of air had nothing to do with anything the truck stop did or the collision damage. The same results came with the check engine light and loss of power. It had nothing to do with anything anyone else had already done or the collision damage. Between Tuesday and Thursday, [redacted], our Service advisor has several conversations with [redacted] and [redacted] explaining to them there is no way we can associate the check engine light, low power or air leak complaints with the collision damage. It is my understanding, during that same time period, [redacted] from [redacted] was also working with them on the collision damage estimate. As we were in the process of estimating the labor, the customer, ([redacted]) told us to stop and that he was going to have the work done by his Mechanic. We stopped, we completed our paper work and closed the invoice. [redacted] picked the truck up late Friday evening and complained to the night foreman that he was being invoiced for a repair that should be covered by the insurance company because of the collision damage. The night Foreman ([redacted]) explained to him that the cause of his complaint has nothing to do with any collision damage, not even close. Monday Morning, March 2nd, I received a phone call from a [redacted] in essence accusing us of fraud and collusion with [redacted] from [redacted] Truck Body. She accused us of giving out personal information and not giving her a completed estimate. She also claimed she did not get what she paid for. I tried to explain to her that she did in fact get what she paid for in the form of in depth diagnosis and an explanation of what needs to be done to correct the immediate faults that were present on her truck. (See the attached invoice [redacted]) She claimed to not understand what the invoice says, I tried to explain it to her but she kept claiming she did not understand it. I did not know how to explain it any further to her. It is a bit technical but it is not that deep. Any mechanic can understand it. Line “A” is simple, there is an air leak at the fan line. That is not hard to understand. Line “B” addresses that check engine light. It calls out the different engine sensors that are related to the fault codes. They are fairly simple to understand. When asked, [redacted] said he understood what they are and what they mean but his wife does not. [redacted] kept me on the phone for nearly 45 minutes listening to her complaint that she was being charged for something that should have been covered by the insurance company. Then it changed to being charged for something she didn’t receive, then it changed to us colluding with [redacted] at [redacted] and [redacted] colluding with the insurance company. Then it went to us giving out her personal information and that we were going to pay for it. It got to the point where I told her I had to go, she would not stop, she would not let me go, I finally said to her I had to go, thanks for the call, have a nice day and I hung up. I told [redacted] I have a copy of the parts estimate sheet but there are no labor estimate attached. I told her I could sent her a copy of the parts list if she wanted. Before I hung up I asked her for her fax number several times. She just kept on with her accusations and never gave me her Fax number. I have witnesses that heard her on the phone all the way in the other office. I never told her not to come back. I was not rude to her or spoke aggressively to her in any way shape or form. About an hour later, [redacted] came here to E-W Aggressively hostile looking for me. He approached [redacted] and asked for me. [redacted] had to diffuse him. [redacted] told [redacted] that I had yelled and cussed at his wife. [redacted] told [redacted] he was sitting right here in my office when I was talking to his wife (Which he was) And told [redacted] I never cussed his wife or yelled at her. [redacted] Asked [redacted] if he understood what those fault codes and descriptions mean, [redacted] said yes but his wife didn’t. [redacted] asked [redacted], “Is that our fault”? [redacted] said no. Then on Tuesday March 3rd, the e-mails started flying, again with the accusations and what I consider to be threats. It got to the point that I reported it to the San Diego PD. Then she accused me of profiling Black people. I told her I’ve never met you, I have no idea what color you are. It finally stopped. I kept all the e-mails as advised by San Diego PD. I did tell [redacted] we don’t make a habit of telling people how to fix their trucks. That’s not what we’re here for and if that person does something wrong or gets hurt in the process, once again, they want to hold us responsible for telling them something wrong. As well, we aren’t going to give out technical information to another repair facility. It’s just not good business and this is exactly what she expected us to do. Give it to her so she could give it to another Mechanic. Please see the attached invoice. We have our diagnostic rates posted all over in our shop. We are professional and treat everyone with respect. This is a case of a communication problem between a husband and his wife. Not a communication problem with E-W Truck. Also, we have a signed copy of the repair order, signed by [redacted], authorizing us to diagnose his truck. I can forward that as well if you desire. I respectfully request this case to be ruled in our favor. We did nothing wrong. We will not condemn a repair, commit perjury or insurance fraud because someone else feels otherwise. Our conviction that these repairs had nothing to do with the collision damage is sound. We have no reason to lie about it or claim otherwise. If it was an insurance collision related repair we would be more than happy to claim it as such. We would have gotten paid either way. I’d prefer it to be the honest way. I’m sorry [redacted] does not understand. But that is something I cannot fix. [redacted]Service ManagerE-W Truck & Equipment Co.

Consumer

Response:

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,

Consumer

Response:

I want to respond to [redacted] at EW Equipment. I am sending the first and second messase that I sent to [redacted].I clearly stated to him that we wanted an estimate. [redacted] states that he doesn't believe that the mechanleal problems were collision related. 1 told [redacted] and [redacted] that With the estimate that they provide,they can put on It that it was not collision related If that's what they believed. [redacted] told me the only way that they could tell If the mechanical problems were due to the accident Is If 1 had the same diagnostic the day before. I said he could put that on the estimate also. The finance company for-------otlie truck-wantecrto mal<:e-sure tt\at everytt\tna wascoverea:-Ttley also- wanted to-know the mechanicalproblems. 1 told [redacted] and [redacted] If the Insurance company agrees with them,1 still want the estimate because I still need to fix the truck. Itold [redacted] and [redacted] depending on the price I may get stuff done there or I may shop around. I asked [redacted] I just don't understand what happened. I told him that they didn't even give us a chance to sea If we were going to get the work done there because we never got an estimate. [redacted] told me that too much has been said and he didn't think It was a good idea for us to do business tosether. I told him that's ok but we never asked for a dlasnostlc we asked for an estimate. 1 told him I don't even understand the paper he save us and I can't give that to the finance company. Hetold me that I can take that diagnostic paper to any other mechanic and they can understand It and theycould do the work for me. I also wanted to state that they held our truck hostage. The only way to get It back was for [redacted] to pay and sign the paper. I wasn't there when [redacted] picked up the truck but I did set on the phone with the mechanic there and he did tell me that we had to do that to get our truck back. I told [redacted] to just so ahead and pay and do what he says and I will deal with the manaaer [redacted] was never present with any of the conversations that my husband and Ihad with [redacted]·or Oebl. Evarythlna he Is stating is coming second hand from his employee. [redacted] is correct when he said he never cussed at me. When my husband came home I told him that I talked to [redacted] but It didn't so anywhere and he huns up on me. I told my husband to go talk to [redacted] in person. If [redacted] did disrespect [redacted] or his employees,that was wrong and Iwould like to apologize for his behavior. On the invoice that [redacted] provided,It shows that the promise time was on 02/23/2015 but the work was done until 2/27/2015. Ithought [redacted] would have seen that [redacted] was taklns too Ions but [redacted] didn't care about that. They had ourtruck for a week and still did not have a completed estimate. [redacted] did state that [redacted] had started on it. He was soing to fax It to me but he never did. In the email he sent me,he does mention the fax. I also wanted to state that I have been happily married to [redacted] for 18 years. We make over 400000.00 a year enjoy avery dime of it. This Is response to [redacted] statlna that this Is a marriage issue. 1 just don't understand why they did not want to atve us an estimate. With this fax I am providing the three of the smalls for myself and [redacted]. I am also sending the body work estimate from [redacted] states that we did not go there for collision r.elatd Issues. The only reason we went there was because of the collision. Itshows that [redacted] did come to their shop on 2/20/2015. We were not aware the EW did not do body soOebbl did refer [redacted] to [redacted]. I believe [redacted] made up mind before he even talked to me that he wasnot solng to provide anything to me. He does not believe his customers. He talked to his employee end made his decision based only on what they said. It did seem like [redacted] was going to provide the estimate when I asked him why did they did not even give us a chance to do business with them. I believe he thought I was making personal threats to him. I explain to him that I would go to government entities to get this resolved. In his emaJis It seems as If he Is happy to answer to any of the agencies. It appears to me that [redacted] just wants to fight against us. I would think as a manager If he was not there for any of the conversations he would just try to resolve the problem instead of flghtlns his customers. The last thing I want to say Is that although EW Equipment Is an authorized Volvo dealer I don't have any problems withVolvo. I did get my truck fixed with Volvo parts. They did reach out to me and they are respectable.

Review: I called E W Truck and Equipment on 4/24/2014 and made an appointment for monday 4/28/2014 to locate the oil leak and repair it. I dropped my Truck on monday 4/28/2014 at 9am at their location on Federal Blvd. The service ticket was written that day and I also wrote with my own handwriting "Quote the Hose", because none of their mechanics or shop managers could give me an estimate on that particular repair before, without seeing it. They knew the part number of the hose. I gave it to them. I haven't received any calls from them that day. I called Tuesday morning 4/29/2014 around 11am and I was told they still did not even pull the truck into the bay or the steamer. They gave me some bogus explanations that one truck got stuck longer in steamer and they will get to mine after. I referenced to my call the week before making an appointment and specifically asking them to make sure they can start on the day they assured me, which they did and it was monday 4/28/14. Their response was "We are doing our best." That was the end of that conversation. I called again the same day around 2pm and the put me through the manager [redacted] and he told me that they had the truck in the steamer for 3 hours and still did not even look for oil leaks. I asked why would they have it in the steamer fro 3 hours. [redacted]:"Because it was dirty" Me: "You should washed it or wiped it with the rag and not steam it for so long" [redacted]:"I still didn't change your hose" Me:"I did not authorized the hose to be changed only for estimate" [redacted]:"You know what, I don't want to work on your truck. It is clean come and get it" and hung up on me.

I called again and the secretary answered. I explained what happened and told them that they owe me now money for the truck sitting there for so long, so she put me on hold to consult and after told me I have to come and get my truck. It was already late in the day and there was no way for me to get it. No work was performed as agreed. The truck was kept there for such an excessive period of time for nothing and than for no reason at all they refuse to work on it. I need the solution to this problem. I am paying for the parking of my trailer, because they do not have space at the shop to park it. Truck is loosing $750 net each day not operated. I have all the income proof for this year. Today 4/30/2014 was the due date agreed that the truck will be done. It is not. They are not communicating with me anymore. truck is still in their yard. They have all my info on the service order. Please contact me ASAP. I will not pick up my truck unless the oil leak is repaired. I will bill all the days the truck is sitting there without any work performed on it.Desired Settlement: They need to call me with an estimate of everything like they did before when [redacted] was there. I will than decide what work I will authorize to be performed if I am happy with the price. They need to deduct the 2 days $750.00 each from the final bill.

Business

Response:

To: Revdex.com Wednesday May 07, 2014

Re: Response to Adi Cebo complaint, ID#10031593

From: [redacted]s

Service Manager

E-W Truck & Equipment Co.

To whom it may concern:

This letter is In response to the consumers ([redacted]) complaint. [redacted] did phone in prior to

bringing his truck in for repairs. We did not set or make an appointment for him or anyone else to

come in Monday morning for repairs. At the time, we were already full up and booked solid with

existing repairs. [redacted] said he would be in Monday morning and needed his truck back right away.

In response, our service clerk, [redacted]) told him,you can bring it in but we can't promise you

anything.

Monday Morning, [redacted] arrived and we wrote up his complaints. I personally walked out to his

truck with him so he could show me the location of the hose he wanted us to quote and point out

the location of the other leaks. [redacted] pointed at a leak at the back axle of the truck. After I

looked at it, I told [redacted], this leak doesn't look good. (As in serious)

Around mid day,I instructed one of our senior Technicians go out to [redacted]' truck to see if he

could determine where the oil leaks were coming from. He came back to me and said it looks like the

rear axle housing may be cracked and the Engine Rear Main Seal leaking, but he can't tell for sure.

It needs a thorough steam cleaning and run up on the Dyno to determine exactly where the leaks are

coming from. Both are serious in depth repairs and will take days to complete.

Around mid afternoon we got [redacted]' truck on the steam rack and started to steam clean but did

not get a chance to finish it. The next morning we did more steam cleaning but got interrupted by

an emergency road call. Early afternoon, the same day, [redacted] called. I tried to explain to him

where we were on his truck and that the repairs he needed were serious and time consuming [redacted]

became irritated and difficult and was not willing to listen to reason. We had experienced this

before with [redacted] treating our employees with contempt and I was not going to accept this from

him again. I told [redacted] we don't want to work on your truck would you please come and pick it

up.

[redacted] called back and spoke with [redacted]. He told [redacted] he was going to sue us for his down

time. I heard [redacted] tell him to please come and pick up your vehicle. We did not charge [redacted]

for any of the labor or steam cleaning time we invested in his truck. We never promised [redacted]

a completion date or time. Nor would we, sight unseen, not knowing what it needed. [redacted] did

not have a confirmed scheduled appointment nor a pre-determined completion date or time. Mr.

Cebo dictated his own times and expected us to follow it for which we told him we could not.

[redacted] was advised around 2PM on the 29th to pick up his truck. He did not come and get it for

almost 2 days.

We do not owe [redacted] for anything. We tried to explain to [redacted] the depth of the repairs he

needed and what we needed to do in order to build an accurate estimate. But [redacted] didn't want

to listen or hear what we had to say. [redacted] was not willing to give us the time we needed to

properly diagnose the repair, estimate the repair nor perform the repair to our standards. It was

for this reason along with the bullying attitude I got from [redacted], that I decided there was no

way we could satisfy him and that he should take his truck somewhere else.

We do not have room for trailer parking in our yard and [redacted] was advised of that. We cannot be

responsible for his trailer parking or any other vehicle we are not directly working on. As

well, we cannot be responsible for any amount of time a customer's truck is out of commission for

repairs. If we had made a commitment to [redacted], (Which we did not) and fell back on our

commitment it would be one thing. But that is not the case. Once again, [redacted] made his own set

of demands on us that he expected us to adhere to and would not take no for an answer. We made him

no promise and gave him no commitment on anything.

In Closing,we do not have a "[redacted]e" that works at E-W Truck & Equipment. My Name is [redacted],I

am the Service Manager at E-W Truck & Equipment and I dealt with [redacted] directly. My desk is in

the same office with [redacted]. I heard [redacted]' conversation with [redacted] the week he called, exerting

himself, badgering her and demanding an appointment. I heard [redacted] Tell [redacted] "You can bring it

in but we can't promise you anything" and I heard [redacted]'s conversation with [redacted] when she

asked him to come and pick up his truck.

At E-W Truck, We strive to achieve excellent customer satisfaction. Our reputation throughout the

Industry is second to none. That being said, in order to maintain a high level of satisfaction, we

have to be in control of our own pace. We cannot allow ANY customer to dictate to us how a job

is performed and at what pace it is performed at. That determination is made by us and presented

to the customer. It is then for the customer to make a decision based on the information we

provide.

Service Manager

E-W Truck & Equipment Co. Inc.