Scarlet Letters

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: / [redacted] Style Definitions */ As Karp is a relatively large business, I will give the author of Karp’s response the benefit of the doubt by assuming he is misinformed, rather than deliberately deceptive As set forth below, Karp’s response does not accurately characterize the facts forming the basis of this dispute Karp’s services provided no value, and it is grossly unfair for Karp to retain payment for same A Engine Cooling Problem = Faulty Fan Relay The engine cooling problem noted in Karp’s response is a reference to the faulty fan relay noted in my complaintIn Karp’s response, Karp claims that “correct[ing] the engine cooling problem [was] unrelated to air conditioning the interior compartment and was necessary for the safety of [my] vehicle.” First, this does not make logical sense, since that would mean Karp performed no work whatsoever to address the air conditioning issue, despite the fact that fixing the air conditioning was the reason I brought my car to Karp in the first place Second, Karp notes the air conditioning was (fleetingly) fixed at the time I picked up the car from them, thus evidencing the work performed was, in fact, related to fixing the air conditioning B “Refusal of Other Needed Work” Karp’s statement that “[I] refused other needed work; but the air conditioning was functioning when the car left” is grossly misleading Shortly after I first brought my car to Karp, Karp informed me that the air conditioning problem was the result of a faulty fan relay, and further stated that a window washer nozzle and headlamp needed replacement Karp did not note any other issues I agreed for Karp to address all of these issues I waited nearly a month for the part to arrive, and for Karp to perform the work The day after I picked up the car from Karp, the exact problem re-emerged, and I immediately brought the car back to Karp Karp then said the problem was computer related - exactly what I had told them was the problem when I brought them the car in the first place (In Karp’s response, it describes the computer as an “Engine Control Module” or “ECM”) Karp then demanded that I pay an additional $1500+ for them to address the computer issueIt was not until this point that I “refused other needed work.” It would have made no sense to pay Karp yet more money, when it was apparent that Karp had already sold me useless services C Karp’s Faulty Timeline and Bogus Diagnostic Charge In an attempt to show that the work Karp performed had value, Karp falsely implies that I complained about different problems during my 7/9/visit and my 8/2/visit The problems were identical during both visits The 7/9/visit was the initial visit, wherein I noted that the air conditioner in my car had stopped blowing air conditioned air at exactly the same time as the check engine light appeared While awaiting receipt of the fan relay (nearly a month), Karp maintained possession of my car (Karp called me to let me know I could pick the vehicle up in the meantime, but when I arrived, the desk attendant advised that it might not be a good idea to be driving the car around, so I did not take the car and instead opted to leave it with Karp the whole time) I picked up the car after the fan relay arrived and Karp claimed the problem had been fixed However, the day after I picked up the car, the check engine light appeared, and the identical air conditioner issue reemerged at exactly the same time I brought the car back on 8/2/16, and complained that the car still had the same problem that I had paid Karp to fix in the first place Karp said that it would look at the car again, and that I would not be charged a diagnostic charge if it turned out Karp’s first diagnostic charge was incorrect Later, Karp contacted me, revealing the initial misdiagnosis by stating the problem was computer related - exactly the problem I told them about when I brought the car to them in the first place After I refused to pay them an additional $to address the computer issue, Karp demanded that I pay the diagnostic fee anyway – I was forced to pay the diagnostic fee because Karp refused to give me back my car unless I paid D Deceptive Characterization of Time Billed In an apparent attempt to show good faith, Karp states, “Our technician had expended approximately hours working on this car including communicating with the S [redacted] national tech hot line In spite of this only one hour diagnostic time was charged.” The implication of this statement is that Karp only charged me for one hour of diagnostic time, and wrote off approximately hours This is completely false First, Karp charged for non-diagnostic technician time In relation to time spent on the S [redacted] national tech hotline and installation of the fan relay assembly, Karp charged for technician time in the amount of $($+ $339.18) Karp’s hour figure also includes technician time for the installation of the window washer nozzle and headlamp, for which Karp charged $($+ $110.50) Thus, Karp did not write off any time Second, the diagnostic time that Karp charged was in relation to the second diagnostic charge As noted above, I should never have been charged for this time, since it only occurred because Karp initially misdiagnosed the problem, which led to me paying for work that did not fix my car Karp promised I would not have to pay in the event of a misdiagnosis, yet forced me to pay it anyway by refusing to return my car unless the second diagnostic charge was paid In sum, Karp’s work with respect to my car’s related air conditioner/engine light problem conferred zero benefit The car remains in exactly the same state as it was before I brought it to Karp To date, I have chosen to confine this complaint to the instant forum, and have not resorted to filing elsewhere or utilizing the internet as a megaphone for this grievance It is my strong preference to expeditiously resolve this matter in the form of a refund, calculated as follows: Labor (Relay – 1st charge) $Labor (Relay – 2nd charge) $Relay $2nd Diagnostic Charge $Subtotal $Tax @ 8.625% $Total $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

We have spoken to our customer and have resolved this matterThank you for your assistanceKarp Automotive

We have done everything that what we were responsible for, and more We replaced a water pump ($580.00) and a window regulator ($600.00) under our goodwill policy at no cost to the customer In regard to the sunroof it was adjusted at no charge and everything is fine except the rear tilt is inoperative on a year vehicle The customer states the radio works We are happy to speak with her about any other repairs she believes she needs However, there would have to be a charge; but we would provide her with a courtesy discount

Our customer has a Kia Optima that had an engine issue There were specific diagnostic codes that required the initial work This work was authorized and paid for Once this work was performed and the car driven for a short while by the customer, the internal system in the car reset and additional engine codes appeared This resulted in the engine light once again going on; but for a different reason.There was additional work required that was not initially apparent A purge valve and gas cap both needed to be replaced This was an additional $cost that we did not charge the customer Had we known that this was necessary at the beginning, this cost would have been added to the original estimate However, that was not the case and now the customer has received the benefit of all the work at the original price quoted, agreed to, and paid.We believe that the customer was handled in a fair and honest manner We utilized our goodwill budget to assist and we do not know why the customer is still unhappy.Please have the customer contact our Service Manager, Mark N [redacted] , or myself to discuss this further.Sincerely,K [redacted] AutoDavid K***, President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: After weeks of aggravation with Kia I am still dissatisfied.Kia had my brothers name on my file and his phone number even after I gave them my name and phone # several timesI was told it was a glitch in the system after I spoke with the sales rep that sold my brother his carThey were calling my brother not me or not calling at all to give me updates and saying they didAfter all they would only pay $of the rental car and they wrote the check out in my brothers name not mine and didn't even notice until I looked at it and complainedSo I am still out almost $I was told recently by the director of the service department that they would be paying a car payment for me and if I could go on the Revdex.com and respond that my issue was resolvedThey never paid my paymentThey just told me that so they didn't get a bad write up on the Revdex.comI was with out my car for weeks it needed a new engine and I am out over $Worst company ever! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] has a year old S [redacted] that had numerous problems His regular mechanic was not able to fix them.On the (RO [redacted] ) he brought the vehicle in for an engine light problem The Engine Control Module (ECM) was faulty causing the Check Engine Light to go on The ECM controls many functions and does not allow the air conditioning to work with this condition [redacted] was informed that a diagnostic charge would accrue and signed the RO indicating this This diagnostic fee is credited to future work You will note that the first RO did not charge for the diagnostic fee since work was done at that time.Our technician had expended approximately hours working on this car including communicating with the S [redacted] national tech hot line In spite of this only one hour diagnostic time was charged [redacted] decided not to have us perform any additional work and reclaimed his S***.All work paid for was necessary and the diagnostic charge was reasonable and agreed to.We are ready, willing, and able to assist [redacted] if he would like us to complete any necessary repairs He would receive a credit for the diagnostic fee paid.Sincerely,Karp S***

We are working with the factory and the customer to resolve all issues.Hopefully this will be accomplished within the next couple of weeks.Thank you for your patience.David K***, President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I disagree the fact that my car has no service recordsI have an entire folder of service records that I can provide given to me by the previous owner of the car, that I could provide any time, where is stated all the repairs and maintenance made to the car, and almost all of them were performed to Kelly Cadillac service in PennsylvaniaAlso the car was in warranty till October so any malfunction would be fixed by warrantyWhen Mr.G*** asked me if I know if the thermostat was ever changed to the car I told him I did not see anything related to that in the service records I haveAnyway, in my opinion, I don't see a direct relation between the age or millage of a car and the way a diagnose should be performedI can be agree the oldest is a car the probability to a part to break is higher but my complain is not about a part has broken, is about the fact that they did not find the broken parts from the first diagnose and about they gave me the car as broken as I brought it, after they pretended the car was fixed and tested. And I also claim the fact they performed some interventions that were not necessary like coolant flush, although I told them before that I changed the water pump and the coolant to the car in January/**/2017, which I can prove with the receipt So in my opinion the fact that a coolant is discolored is not a reason to change it every months, I was agree to that because I thought the coolant must be drained in order to change the coolant temperature sensor.Regarding the fact Mr.G*** offered himself to pickup and deliver my car after I took it home because I don’t trust their expertise anymore, I can confirm that, but I told him the only way that my car would move would be only in a trailerHe offered to drive my car to the service but there is a mile way and only I know how hard was and how many precaution I took when I brought the car home, I did almost hours and was very difficult to drive it to avoid overheating of the engine, I had to make many stops and wait for engine to cool down So with all the respect I could not risk another trip like thatAnd the reason I refuse to send the car again in *** service is that I was not agree to pay for thermostat replacing because I consider any other repair related to the original issue is not my responsibility since I paid for thatAlso I disagree the fact that Mr.G*** assured me he would not charge me for any other issue would be found if the thermostat replacing would not fix the problemIn conclusion I felt myself catch in a never ending trap where I have to pay for everthing but the service has no responsibility for nothingSo my position was either they fix the car on their own expense and that would have to include transporting the car in a trailer either to refund the money I paid.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have reached out to this customer and we were willing to take whatever action necessary to make sure the car was operating properly. The customer informed us that the car was sold.Thank you to the Revdex.com for attempting to mediate this matter.Sincerely,David K***, President

I am aware of the customers concerns regarding his Saab with 100,miles on it We had received the vehicle for an overheating concern and with the customer being new to the country he had obviously not owned it for very long. In addition he stated he had received no prior
service records at the time of purchase. With that being said after diagnosing the vehicle we found that the coolant was significantly discolored and the engine management system had a stored fault code of ***.This code related to a failed coolant temperature sensor. We advised him that we needed to start with the simplest which would be to replace the faulty sensorand thoroughly flush the cooling system and refill the engine with new clean coolant, which he authorized.When the repairs were completed we let the vehicle run in our shop for over and hour and the engine remained at operating temperature for that vehicleAfter that we road tested the vehicle on our assigned “test drive route” which as the customer states is just a little over a mile. Once again the engine temperature remained normal.After the customer returned with the vehicle overheating we explained that due to the age, mileage,and lack of history on the vehicle we would need to continue along the “diagnostic flow chart procedure”which led us to replacing the thermostat. We priced out the cost of that repair and due to the inconvenience to the customer offered a significant discount.When I was speaking with him I let him know that the *** family has operated car dealerships in Rockville Centrefor the last years and I have worked for them for the past years. In addition I promised him that if the thermostat (although necessary) was not the only remaining problem I WOULD NOT charge him for it and would continue to work with him with on any additional cost of repairs.Out of respect for the customers time our assistance also included us providing pickup and delivery of the vehicleI reiterated to *** that this is one of the problems with taking ownership of a vehicle at this age and mileageThe lack of service records is also a hindrance We are still willing to assist the customer on either the service or sales side in the event he wanted to consider trading the vehicle in for one with a detailed service history and or warranty Please let me know how I can assistSincerely Yours Timothy PG***General Manager *** Automotive *** *** ***

We have reviewed our customer's concerns and have reached out to her directly.  Karp Auto has served the Long Island community for 4 generations and prides itself on customer satisfaction.  We have already reimbursed our customer for the external repairs and have improved the terms of the...

extended service agreement to her satisfaction.Thank you for the opportunity to satisfy another customer.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As Karp is a relatively large
business, I will give the author of Karp's response the benefit of the doubt by
assuming he is misinformed, rather than deliberately deceptive. As set forth below, Karp's response does not
accurately characterize the facts forming the basis of this dispute. Karp's services provided no value, and it is grossly
unfair for Karp to retain payment for same
A. Engine Cooling Problem = Faulty Fan
Relay
The engine cooling problem noted in
Karp's response is a reference to the faulty fan relay noted in my complaintIn
Karp's response, Karp claims that "correct[ing] the engine cooling problem
[was] unrelated to air conditioning the interior compartment and was necessary
for the safety of [my] vehicle." First,
this does not make logical sense, since that would mean Karp performed no work
whatsoever to address the air conditioning issue, despite the fact that fixing
the air conditioning was the reason I brought my car to Karp in the first
place. Second, Karp notes the air
conditioning was (fleetingly) fixed at the time I picked up the car from them,
thus evidencing the work performed was, in fact, related to fixing the air
conditioning
B. "Refusal of Other Needed Work"
Karp's statement that "[I] refused
other needed work; but the air conditioning was functioning when the car left"
is grossly misleading. Shortly after I
first brought my car to Karp, Karp informed me that the air conditioning
problem was the result of a faulty fan relay, and further stated that a window
washer nozzle and headlamp needed replacement.
Karp did not note any other issues.
I agreed for Karp to address all of these issues. I waited nearly a month for the part to
arrive, and for Karp to perform the work.
The day after I picked up the car from Karp, the exact problem
re-emerged, and I immediately brought the car back to Karp. Karp then said the problem was computer
related - exactly what I had told them was the problem when I brought them the
car in the first place (In Karp's response, it describes the computer as an "Engine
Control Module" or "ECM"). Karp then demanded that I pay an additional
$1500+ for them to address the computer issueIt was not until this point that
I "refused other needed work." It would
have made no sense to pay Karp yet more money, when it was apparent that Karp
had already sold me useless services
C. Karp's Faulty Timeline and Bogus
Diagnostic Charge
In an attempt to show that the work
Karp performed had value, Karp falsely implies that I complained about
different problems during my 7/9/visit and my 8/2/visit. The problems were identical during both
visits. The 7/9/visit was the initial
visit, wherein I noted that the air conditioner in my car had stopped blowing
air conditioned air at exactly the same time as the check engine light
appeared. While awaiting receipt of the
fan relay (nearly a month), Karp maintained possession of my car (Karp called
me to let me know I could pick the vehicle up in the meantime, but when I
arrived, the desk attendant advised that it might not be a good idea to be
driving the car around, so I did not take the car and instead opted to leave it
with Karp the whole time). I picked up
the car after the fan relay arrived and Karp claimed the problem had been
fixed. However, the day after I picked
up the car, the check engine light appeared, and the identical air conditioner issue
reemerged at exactly the same time. I
brought the car back on 8/2/16, and complained that the car still had the same
problem that I had paid Karp to fix in the first place. Karp said that it would look at the car
again, and that I would not be charged a diagnostic charge if it turned out
Karp's first diagnostic charge was incorrect.
Later, Karp contacted me, revealing the initial misdiagnosis by stating
the problem was computer related - exactly the problem I told them about when I
brought the car to them in the first place.
After I refused to pay them an additional $to address the computer
issue, Karp demanded that I pay the diagnostic fee anyway – I was forced to pay
the diagnostic fee because Karp refused to give me back my car unless I
paid.
D. Deceptive Characterization of Time Billed
In an apparent attempt to show good
faith, Karp states, "Our technician had expended approximately hours working
on this car including communicating with the S[redacted] national tech hot line. In spite of this only one hour diagnostic
time was charged." The implication of
this statement is that Karp only charged me for one hour of diagnostic time, and
wrote off approximately hours. This is
completely false.
First, Karp charged for
non-diagnostic technician time. In
relation to time spent on the S[redacted] national tech hotline and installation of
the fan relay assembly, Karp charged for technician time in the amount of
$($+ $339.18). Karp's
hour figure also includes technician time for the installation of the window
washer nozzle and headlamp, for which Karp charged $($+ $110.50). Thus, Karp did not write off any time
Second, the diagnostic time that
Karp charged was in relation to the second diagnostic charge. As noted above, I should never have been
charged for this time, since it only occurred because Karp initially
misdiagnosed the problem, which led to me paying for work that did not fix my
car. Karp promised I would not have to
pay in the event of a misdiagnosis, yet forced me to pay it anyway by refusing
to return my car unless the second diagnostic charge was paid
In sum, Karp's work with respect to
my car's related air conditioner/engine light problem conferred zero
benefit. The car remains in exactly the
same state as it was before I brought it to Karp. To date, I have chosen to confine this
complaint to the instant forum, and have not resorted to filing elsewhere or
utilizing the internet as a megaphone for this grievance. It is my strong preference to expeditiously resolve
this matter in the form of a refund, calculated as follows:
Labor (Relay – 1st charge) $Labor (Relay – 2nd charge) $Relay $2nd Diagnostic Charge $Subtotal $Tax @ 8.625% $Total $
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We have done everything  that what we were responsible for, and more.  We replaced a water pump ($580.00) and a window regulator ($600.00) under our goodwill policy at no cost to the customer.    In regard to the sunroof it was adjusted at no charge and everything...

is fine except the rear tilt is inoperative on a 10 year vehicle  The customer states the radio works.   We are happy to speak with her about any other repairs she believes she needs.  However, there would have to be a charge; but we would provide her with a courtesy discount.

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID# [redacted], and have determined that my complaint has NOT been resolved because:
 After 5 weeks of aggravation with Kia I am still dissatisfied.Kia had my brothers name on my file and his phone number even after I gave them my name and phone # several times. I was told it was a glitch in the system after I spoke with the sales rep that sold my brother his car. They were calling my brother not me or not calling at all to give me updates and saying they did. After all they would only pay $680 of the rental car and they wrote the check out in my brothers name not mine and didn't even notice until I looked at it and complained. So I am still out almost $300.00. I was told recently by the director of the service department that they would be paying a car payment for me and if I could go on the Revdex.com and respond that my issue was resolved. They never paid my payment. They just told me that so they didn't get a bad write up on the Revdex.com. I was with out my car for 5 weeks it needed a new engine and I am out over $600. Worst company ever!
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] has a 10 year old S[redacted] that had numerous problems.  His regular mechanic was not able to fix them.On the 7/*/16 visit (RO [redacted]) it was determined that the first course of action needed was to correct the engine cooling problem.  This is unrelated to air conditioning the...

interior compartment and was necessary for the safety of his vehicle.  He refused other needed work; but the air conditioning was functioning when the car left.On 8/*/16 (RO [redacted]) he brought the vehicle in for an engine light problem.  The Engine Control Module (ECM) was faulty causing the Check Engine Light to go on.  The ECM controls many functions and does not allow the air conditioning to work with this condition.  [redacted] was informed that a diagnostic charge would accrue and signed the RO indicating this.  This diagnostic fee is credited to future work.  You will note that the first RO did not charge for the diagnostic fee since work was done at that time.Our technician had expended approximately 3 hours working on this car including communicating with the S[redacted] national tech hot line.  In spite of this only one hour diagnostic time was charged.  [redacted] decided not to have us perform any additional work and reclaimed his S[redacted].All work paid for was necessary and the diagnostic charge was reasonable and agreed to.We are ready, willing, and able to assist [redacted] if he would like us to complete any necessary repairs.  He would receive a credit for the diagnostic fee paid.Sincerely,Karp S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
I took my car to k[redacted] Kia bc it was not properly working. I authorized payment because Paul told me this would fix the issue. The next day when check engine light came on Bob (lead mechanic informed Bob and he passed on info to me) told me it was the same codes and would require $500 worth of additional work.I declined bc I wasn't sure I was once again being misinformed. K[redacted] kia never gave me proper service nor fixed any issues.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have spoken to our customer and have resolved this matter. Thank you for your assistance. Karp Automotive

We are working with the factory and the customer to resolve all issues.Hopefully this will be accomplished within the next couple of weeks.Thank you for your patience.David K[redacted], President