Auto Clinic Care

Dear Kayla J [redacted] ,This is my good faith effort and position to resolve the dispute regarding [redacted] , arid the truth regarding the complaint (complaint ID [redacted] ) [redacted] brought his vehicle [redacted] ES VIN Number [redacted] With miles in to Auto Clinic Care on April, 01, stating that the A/C stopped working and he had [redacted] warrantyAfter [redacted] approved $for diagnostics that is not covered by the [redacted] , one of the highly qualified ASE technicians from Auto Clinic Care preformed the A/C Service and found that The A/C compressor needed to be replaced due to a large leak, rapid Freon, and oil loss [redacted] was advised as well as the Adjuster [redacted] from [redacted] that the compressor needed to be replaced, along with the condenser assembly, which contains the receiver dryer [redacted] only approved $in which MrDolnsky originally was informed, he needed to pay the difference of $739,and the total in repair was originally $but [redacted] still couldn't afford difference of $and asked for a discount which I did give him a discount of $and brought it down to $which was not covered by the Adjuster [redacted] from [redacted] The difference was approved by [redacted] The difference in charge after the discounts are as followed: First charge was $for diagnostics including the A C ServiceThe Second charge WHS $for shop suppliesThird charge was $in taxes and the fourth was his $100,00) deductibleTherefore, [redacted] approved the repairs at Auto Clinic Care but he couldn't leave his vehicle over night because we got the approval late from *** [redacted] brought the vehicle on April 2, we preformed the repairsOnce the repairs were finalized the vehicle was released to [redacted] at 5:PM on April 2, Paid for repairs with credit card ending 5461, Si ;ned invoice# [redacted] [redacted] warranty paid on April, 13, almost two weeks later the remaining amount of $756.23.According to the phone records that he provided the first call was incoming call @ 6:PM from ###-###-#### (auto clinic care) to [redacted] and the second call @ 6:PM was outgoing from [redacted] to ###-###-#### (auto clinic care) and the explanation as follow: Karen made a mistake in the calculation in the amount of $an was still pending, When Karen charged [redacted] 's credit card the first time at 5:PM on April 1, the amount of $then at around 5:PM Karen discovered her mistake and brought it to My attention that she made a mistake in the calculation and asked what she should doI then told her to Calicd [redacted] to explain to him what had happened and that you made a mistake in Calculation in the amount of $and was still pending, and when she called on April 2, at 6:pm, [redacted] was completely ok with the charges and He told Karen that he was driving and he was almost home and he will call her back with his credit card information when he is home,that's the reason why he called at 6:PM with his credit card information Karen then manually entered the charges of $at PM on April 2, as you see on the credit card receipt however, this was not because he was claiming that his A/C is not as cold as it used to be.He also claims that he compared the A/c in his car Wit Another car in a parking lot for five hours without a temperature gauge and his A/C was weaker, then called Karen to inform herHow Carl he compare his A/C for five hours when Karen called twenty six minutes after he left auto clinic care and the call duration of three minutes? I don't know where he comes with all these accusations? according to [redacted] the inconsistency of accusation of him claiming that my employee Karen told him his A/C s weaker than before because of auto protect warranty didn't approve the proper parts, what does he mean they didn't approve the proper parts? As you see in the invoice nothing was declined from auto protect warranty, and they did approve all parts needed at that timeOn June 24, [redacted] brought his vehicle [redacted] Number [redacted] WITH miles in to Auto Clinic Care, starting the A/C stopped blo ving cold air He also stated that it was blowing about degreesOne of the highly qualified ASE technicians from Auto Clinic Care preformed Free A/C service and found a leak from the evaporator [redacted] was advised as well as the Adjuster from [redacted] that the evaporator needed to be replaced [redacted] couldn't afford the difference of the $and the total in repair was originally $but [redacted] couldn't afford the difference of $and asked for a discount which I did give him $discount and brought it down to $and the difference $which was not covered by the Adjuster from [redacted] The difference was approved by [redacted] then authorized Auto Clinic Care to replace the evaporator ( which is what needed to be replaced) We arranged for [redacted] to come to replace the elevator ( which is what needed to be replaced ) We arranged for [redacted] to come June 29, to preform the repairs and would take two days to complete, [redacted] dropped of his vehicle June 29, morning and request from us to please confirm the finial price ( please see attachment with his request signature) Karen contacted [redacted] on June 29, at 9:AM told him again the different is $the difference in charges after the discounts of $was as follows: the first charge was $125.00, which was the difference in the cost of the partSecond was $for shop suppliesThird was $the difference in taxes Fourth was $ difference in the laborFinally, $ was the deductiblePlease see attached estimate # [redacted] and signature of approval, please see attachments for repair order # with [redacted] 's signatureI assigned the work to one of my technician's and he worked on it for the rest of the dayThe next day my technician went to lunch meanwhile, [redacted] came by saying he needed his car back and no one was working on it and it shouldn't take more than a day to complete the repairsHe needed his car back today and he had to go to silver spring, so I went ahead and paid for a rental car from enterprise for him to have until the repair were completed please see attachment, my technician and I stayed late to complete the repairs that evening at 8:PMThe repairs were completed on June 30, and [redacted] picked up his vehicle on July 1, and [redacted] warranty paid two weeks later on July, the remaining amount of $On July 7, [redacted] brought his vehicle [redacted] Vn Number [redacted] He stated that the A/C making noise inside the dash and it doesn't have the air flow as it used toso I went ahead and checked myself and found the cabin air filter needed to be replacedsome leaves were contracting the blower motor making the noise the he describedI made a decision to clean the debris and replace the cabin air filter for free as a courtesy and told [redacted] personally to contact me id he has any issues with the A/C system, so I don't know what minor adjustment that [redacted] is claiming that was done to his A/C? no adjustments were madeTherefore, I don't understand how [redacted] is claiming that we misdiagnosed the A/C system when we had one issue in April then a totally difference issue in JulyOn august, 12, [redacted] sent me an email that he went to [redacted] ***He is now demanding his money back because was not open on Sunday and he had his A/C charged at [redacted] ***respond to his email by asking when it would be convenient for him to bring his vehicle so we can check The A/C system for freeUntil now I still don't see any proof that [redacted] 's A/C system has been repaired somewhere elseDid [redacted] find any of my parts defective? How did adding more Freon fix the problem? : [redacted] stated that the adjuster MR M [redacted] Said that the A/C System was misdiagnosed over aft emailHow can anyone come to this Conclusion over an email or over the phone without physically inspecting the vehicle? - I tried several times to reach MR M [redacted] but I wasn’t very successful, finally Ispoke to [redacted] the Adjuster from [redacted] and he assured me that they never stated that we misdiagnosed or performed unneeded repairs, nor overcharged him Auto Clinic Care never refused [redacted] 's claim of not covering his A/C under warrantyAuto Clinic Care's warranty for parts and labor is two years or 24,miles which never comes firstWarranty work has to be performed in our shop and Cannot exceed the original cost of repair If the original parts we replaced were defective that would have been covered under our warrantyTherefore, I don’t understand how [redacted] is saying that we did not honor our warranty? |f| [redacted] is still having problems with his A/C all repairs that we have performed within the warranty guidelines (years or 24,miles whichever comes first) will be covered under our warranty as stated aboveAlso, the warranty is stated on the bottom of the estimate and repair ordershave attached all signed copies of credit card receipts, estimates and repair order invoices Once again, Auto Clinic Care would be more than happy to take a lock at the A/C System to diagnose any issues with A/C systemPlease let us know when would be convenience it for HimWe are Open Monday Friday 8:00am to 6:PM and Saturday from 9:00am to 3:PMIf you should have any question or concerns, please don't hesitate to contact me at ###-###-#### oremail me at [redacted] comThank youSincerely, Johny F [redacted] (owner)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Once again unfortunately, there is no single truthful statement in the response from Auto Clinic CareThere are eight paragraphs in the response, and all of them are misrepresentations In the first paragraph, MrF [redacted] describes the first repair in April and the chargesHe stated that I approved more out of pocket expenses than I didI approved only diagnostics - $and deductible - $100, total $Right in the following paragraph MrF [redacted] finally admitted that the employee made a mistakeThe diagnostics fees were very high, more than in a comparable facilityHowever, I was assured that this was a very comprehensive diagnostics and that any problem with the A/C for months/milesThere was no conversation about alleged discountsI agreed to pay for diagnostics and the deductibleMy extended warranty paid for everything elseIt is clearly in the receipt On April I picked up the car and felt that the A/C air blowing temperature was not as cold as it used to beAfter I picked up the car, I went to the Whole Foods store next door(Please see the map of Auto Clinic Care and the storeThe store is two minutes awayAlso please see a credit card statement) While in the store at 6:12, I received a call from Auto Clinic CareKaren stated that my extended warranty paid less than they promised and that I had to pay the differenceI had no choice and paidKaren asked to repeat credit card numbers, which I didKaren did not need to spell my name and other credit card information, only first numbers of the credit card, because their system kept the last fourFew minutes later left the store, where I used the same credit card(Please see attached credit card statement.) I briefly checked A/C in another car and confirmed my impression that the A/C in my car was not cold enough after the repairsI called Auto Clinic Care about the problem with the A/C at 6:(Please see phone April records.) As you can see, it was a relatively long three minutes conversationObviously, the conversation was longer than needed to give credit card numbersTherefore, something else was discussed during this conversationAuto Clinic Care untruthfully stated that I never called them about the problem with the A/C MrF [redacted] alleged that I was driving home during the first call at 6: According to Auto Clinic Care, I agreed to pay more during this call, but I could not provide credit card information while drivingSo according to Auto Clinic Care I had to call back with my credit card info at 6:19, when I arrived homeThis is yet another gross misrepresentationWhen I received the call demanding more money at 6:12, I provided the credit card numberThen at 6:I called Auto Clinic Care about the problem with the repairsMrF [redacted] also stated that I could not have called about the problem twenty six minutes later, because according to him I compared my car with another after both cars had been on the same parking lot for five hoursThis was after the second improper repair on July 1, and not after the first improper repair on April I performed more thorough testing, after the car underwent the second expensive days long repair, but this repair did not make A/C better at all(Please see email trail dated July – July 3.) On July Auto Clinic Care did not even check A/C and released the car to me with exactly the same problem they were supposed to fixThey did not check A/C after the first repairs in April as wellAfter my brief test in April, Auto Clinic Care refused to take a look at the problem and blamed poor quality parts approved by [redacted] So on July I went through the inconvenience of such a time consuming testMy detailed testing as well as the strong letter from [redacted] about misdiagnosis helpedI already provided the letter from the adjuster dated July This time at least Auto Clinic Care told me to come back and finally discovered that the cabin filer was clogged and needed replacementSee Auto Clinic Records from July Their technician overlooked the clogged filterIt is a misdiagnosisHow can it be denied? In addition the technician left debris in the system, which were cleanedAlso Mr F [redacted] then stated that he adjusted an internal temperature controlThe validity of this was disputed by the experts from [redacted] The expert simply stated that MrF [redacted] told me so in order to cover up mistakes(Please see the message from the adjuster dated August As you can see, the message was copied to others.) In the third paragraph MrF [redacted] again untruthfully stated that my A/C stopped working, when I came in JuneHowever, there was no change in my A/CAs I stated many times, while the weather was mild, A/C was weaker than it should have been, but still adequateWhen the weather became hot, the problem became more noticeableThe first lengthy drive in the hot weather after the repairs in April, I experienced only in JuneThen I contacted Auto Clinic CareHowever, Auto Clinic Care did not honor its warrantyThe fact that the problem was observed shortly after the first repair in April, was confirmed in writing several times in July and early AugustFor example: a July - Shortly after the repairs I noticed that AC appeared not as strong as it should have beenb August - As I explained, the problem was there, when I picked up the car after the first repair in April(Note that the message was copied to several representatives at [redacted] They also stated that the problem was misdiagnosed in April.) This was not disputed by Auto Clinic Care until mid-August when everything escalated and I went to another shop On June I brought the car for warranty repairs to correct the issue of insufficient cold airI dropped the car in the morning Late afternoon at 3:pm Karen called me and stated that Auto Clinic Care filed another claim with [redacted] and that I no repairs would be performed until the claim is approvedThe conversation lasted for minutes, because I objected to filing another claim and requested warranty repairs Karen blamed [redacted] Karen instructed me to pick up the car and bring it the next dayWhen I picked up the car, I noticed that the A/C stopped working completelyLater it was explained that the technician just drained all the freon without letting me knowOf course, I did not authorize thatOn June I brought the car back as instructedAt 12:Karen called me and stated that I had to pay over $out of pocket This was minutes conversationKaren blamed [redacted] for not allowing properly completing the repairs in AprilI reminded Karen that the problem was there right after the first repairs in April and that she personally assured me that ANY A/C problem would be repaired under warranty Finally Karen gave me the direct number of the adjuster and advised me to rectify the problem with [redacted] As you can see my next call was to the adjuster with whom I spoke for minutesObviously, Auto Clinic Care provided me with his numberHowever, after I filed complaints, MrF [redacted] came up with the unreasonable explanation, that Auto Clinic Care was unable to reach the adjusterDuring my conversation with the adjuster, he explained that Auto Clinic Care simply misdiagnosed the problem in April and that this was communicated to Auto Clinic CareTherefore [redacted] was not going to pay certain charges that directly resulted from this misdiagnosisAfter the adjuster kindly explained everything, I immediately called back Auto Clinic Care at 1:Karen however denied everything the adjuster just told meSo I called back [redacted] and the adjuster directly several times, and finally obtained a WRITTEN proof that Auto Clinic Care overlooked the problem in AprilI forwarded this message with my comments at 2:and two minute later called back Auto Clinic Care at 3:After I confirmed with Karen that the adjuster indeed stated that Auto Clinic care overlooked the problem in April, Karen connected me to MrF*MrF [redacted] stated that evaporator leaks are hard to diagnose and if I discovered the problem in April, I should have come in AprilAccording to MrF [redacted] I lost my warranty, because I did not come sooner, whether Auto Clinic Care misdiagnosed or notMrF [redacted] only agreed to waive the charges specified by the adjuster It still left me with more than $and I could not understand why, because the adjusted stated that [redacted] paid for almost all other charges MrF [redacted] stated that an itemized receipt would be provided with charges not covered by [redacted] So I would be able to get reimbursed directly from them, if my policy covered those unpaid chargesI explained that I never gave up my warranty rights and that I paid more than enough for diagnostics in April in order not to have those problemsThen MrF [redacted] promised to fill the A/C with the freon after Auto Clinic Care let all the freon out the day before, so my A/C stopped workingThe actual repairs could not start that day, because only in the afternoon it was explained that the shop needed the car for two consecutive daysThere was no need to go through inconvenience of bringing the car to the shop on June 25, because the repairs could not start that day and the freon should have been added back, when they let it out [redacted] also put in writing that they paid for almost all the charges except for the once directly resulted from the misdiagnosisKaren and MrF [redacted] stated that [redacted] did not After the first repairs in April, Auto Clinic Care provided the itemized receipt which clearly stated that I paid for diagnostics and deductibleThen Auto Clinic Care demanded more moneyI indeed requested to list all the charged which according to Auto Clinic Care was not paid by Wanted Auto ProtectWhen Karen called me on June 29, she only explained that she was unable to itemize those chargesI explained that in that case I preserve the right to dispute themWhen I picked up the car, Karen refused to provide an itemized receipt until [redacted] paid its shareSo I had to pay $ in order to get my car backThere was (and still is) no receipt with itemized charges for the second repairsAfter the repairs, I unsuccessfully requested the itemized receipt more than onceFor example on July I requested the itemized receipt and explained once again that neither I nor Wanted Auto Protect can understand why my co-payment was so highAuto Clinic Care responded that they were unable to provide such as receipt until after they receive the payment from [redacted] (Please see attached communication dated July 13.) As you can see, there is no mentioning of the alleged explanation of charges on June When the receipt was finally provided, it did not itemize the chargesOnly on August MrF [redacted] partially explained that majority of the charges came from the labor rate higher than authorized by [redacted] and that Auto Clinic Care charged more than authorized for the parts I did not approve thatAuto Clinic Care accepted the rate in April and for the follrepair in June raised the rates beyond authorized without my approvalThe alleged explanation of charges on June is another misrepresentation According to the phone records, it was a short two minute conversationCharges could not have been explained in such a short period of time, especially when charges clearly included items which according to [redacted] were waived For example, according to the adjuster, since the second repair was a continuation of the improper first repair, the deductible was waivedAccording to [redacted] it was the same event MrF [redacted] again grossly misrepresented the facts regarding keeping the car for evaporator replacement longer than agreed without reasonable noticeAccording to [redacted] , this was about eight hour jobAuto Clinic Care did not dispute itI was instructed to bring the car in the morning of June and pick it up the next day before pmOn the second day at 1:Karen called me and stated that the car would not be ready and that Auto Clinic Care needed one more daySince it was estimated eight hour job, apparently the work did not startSo I called back and requested to tale my carAt this point I was going to bring the car to another mechanicKaren connected me to MrF [redacted] who stated that the car had been taken apartI asked why the car was taken apart, if one more day was needed for eight hours job, and the car had been in the shop for day and a half alreadyMrF [redacted] told me to come no later than 4:and get a rentalI had to leave work early walked from the metro stop with my laptop in the summer heat to make this 4: deadlineWhen I came to Auto Clinic Care by exactly 4:as instructed, there was no rentalThen Karen called EnterpriseWhile I waited nobody was working on my carOf course, Enterprise could pick me up from the metro stationThere was no need to walk to Auto Clinic CareI received the call that my car was ready only the following afternoon at 3:Please see phone recordsThere was no communication between afternoon on June 30, and 3:pm July 1, when Karen called me that the car was finally readyMrF [redacted] however stated that the car was ready the evening beforeObviously it makes no senseif the car was ready but nobody called me about it for the whole dayMrF [redacted] brought the ridiculous accusation that I came to the shop in the afternoon of the second day of the repairs on June and demanded my car backI was in the office miles awayKaren called me after the car had been in the shop for a day and a half that the car would not be readyMrF [redacted] in his own email date August previously stated that it was brought to my attention that Karen and you had a miscommunication on how long the repair would takeThis was also a misrepresentationHowever the untruthful statements in the response to my complaint obviously contradict prior statements(Please see email from August 12.) In addition, MrF [redacted] grossly misrepresented the reasons for coming back after the second improper repairs on July He stated that the problem was with the strength of the airflow, however, this is untrueThe problem was with the A/C blowing temperatureThe air was not as cold as it should have been after the second repair, exactly how it was after the first repairAfter all the misrepresentations and promises, I started putting everything in writing at this pointPlease see attached July – July email trail previously providedThe strength of the airflow is not mentioned as MrF [redacted] untruthfully statedI clearly state that the problem is with the insufficiently cold A/C blowing airThis was the problem which Auto Clinic Care was supposed to fix with the evaporator replacementHowever this expensive work did not make A/C better at allAlso note once again, there are clear references that the problem with was present right after the first repair in AprilThis was not disputed until later Then MrF [redacted] described my message from August 12, where I explained requested my money back and explained that I had to go to another shopMrF [redacted] however concealed that I contacted Auto Clinic Care multiple times without responseIn particular I asked what were the reasons for replacing the evaporator, if it did not improve A/C at all? I only authorized the repairs that would make A/C blowing air colderThe evaporator retracement made no differenceTherefore the evaporator replacement was unauthorizedI kept asking why the second repair was not covered under warranty, if Auto Clinic Care misdiagnosed in AprilSuddenly MrF [redacted] started denying previously established factsHe stated that Auto Clinic Care never misdiagnosed as well as untruthfully alleged that my A/C was working properly the first repairOnce again the fact of misdiagnosis was confirmed in writing by the adjuster from [redacted] BEFORE the repairs startedI came for warranty repairs in June in order to correct the problem with the repairs in AprilMrF [redacted] mentioned ho alleged conversation with another adjuster whom he referenced only by the first nameWhereas the adjuster on the case put in writing that the problem was misdiagnosed and that such a high copayment made no senseAll of this had been established before Auto Clinic Care started the second repairIf MrF [redacted] disputed this opinion, he should have rebutted this before the repairs startedIn addition, after the second expensive repairs did not improve A/C at all, I kept asking Auto Clinic Care why this repair was performedSince I could not obtain any answer from Auto Clinic Care, I asked the adjuster, if the evaporator replacement was necessary, because it did not improve A/CThe adjuster responded that in his opinion, the evaporator replacement was not neededAll written communications were provided with my complaintIn addition the opinion of [redacted] on using Auto Clinic Care changed after the second repair did not improve A/C and when I forwarded to [redacted] subsequent misrepresentationsRight after the improper second repair, the adjuster wrote that I should demand that Auto Clinic Care must fix all problems with my A/C at no charge, regardless of what the problems were Then when I forwarded subsequent misrepresentations, where MrF [redacted] started denying misdiagnosis and untruthfully stated that my A/C worked properly after the first repair in April; the adjuster stated that I should not come back to Auto Clinic CareHe explicitly stated that we can only hope that my A/C will workEverything was in writing and I provided the messages with my complaintSo I had to go to another shopComing back to Auto Clinic Care would have been a violation of my policyThe position of the adjuster is clear and seems reasonable [redacted] does not want me to come back to the shop that not only previously improperly repaired the car multiple times, but also proved incompetent and deceivingI selected [redacted] ***, because they were open on the weekendAfter both the first repair in April and the second repair in June, the A/C blowing air was not as cold as it should have beenThen, when I came on July 7, the A/C blowing air became much colder than it had ever beenHowever, the A/C quickly deteriorated, and in just few weeks the air became again insufficiently coldThe technician in the other shop discovered that freon was low and added freon, so I could survive the hot seasonWhat caused the low freon is unknownI had to authorize this temporary solution at that time, since coming back to Auto Clinic Care was no longer an option Finally MrF [redacted] untruthfully stated that Auto Clinic Care never denied my claim for warranty repairsI came in June for warranty repairs, and it was denied Regards, [redacted]

Dear Kayla J***,This is my good faith effort and position to resolve the dispute regarding *** ***, arid the truth regarding the complaint (complaint ID ***)*** *** brought his vehicle *** ES VIN Number *** With miles in to Auto
Clinic Care on April, 01, stating that the A/C stopped working and he had *** *** *** warrantyAfter *** *** approved $for diagnostics that is not covered by the *** *** ***, one of the highly qualified ASE technicians from Auto Clinic Care preformed the A/C Service and found that The A/C compressor needed to be replaced due to a large leak, rapid Freon, and oil loss*** *** was advised as well as the Adjuster *** from *** *** *** that the compressor needed to be replaced, along with the condenser assembly, which contains the receiver dryer*** *** *** only approved $in which MrDolnsky originally was informed, he needed to pay the difference of $739,and the total in repair was originally $but *** *** still couldn't afford difference of $and asked for a discount which I did give him a discount of $and brought it down to $which was not covered by the Adjuster *** from *** *** ***The difference was approved by *** *** The difference in charge after the discounts are as followed: First charge was $for diagnostics including the A C ServiceThe Second charge WHS $for shop suppliesThird charge was $in taxes and the fourth was his $100,00) deductibleTherefore, *** *** approved the repairs at Auto Clinic Care but he couldn't leave his vehicle over night because we got the approval late from *** *** brought the vehicle on April 2, we preformed the repairsOnce the repairs were finalized the vehicle was released to *** *** at 5:PM on April 2, Paid for repairs with credit card ending 5461, Si ;ned invoice#*** *** *** warranty paid on April, 13, almost two weeks later the remaining amount of $756.23.According to the phone records that he provided the first call was incoming call @ 6:PM from ###-###-#### (auto clinic care) to *** *** and the second call @ 6:PM was outgoing from *** *** to ###-###-#### (auto clinic care) and the explanation as follow: Karen made a mistake in the calculation in the amount of $an was still pending, When Karen charged *** ***'s credit card the first time at 5:PM on April 1, the amount of $then at around 5:PM Karen discovered her mistake and brought it to My attention that she made a mistake in the calculation and asked what she should doI then told her to Calicd *** *** to explain to him what had happened and that you made a mistake in Calculation in the amount of $and was still pending, and when she called on April 2, at 6:pm, *** * *** was completely ok with the charges and He told Karen that he was driving and he was almost home and he will call her back with his credit card information when he is home,that's the reason why he called at 6:PM with his credit card information Karen then manually entered the charges of $at PM on April 2, as you see on the credit card receipt however, this was not because he was claiming that his A/C is not as cold as it used to be.He also claims that he compared the A/c in his car Wit Another car in a parking lot for five hours without a temperature gauge and his A/C was weaker, then called Karen to inform herHow Carl he compare his A/C for five hours when Karen called twenty six minutes after he left auto clinic care and the call duration of three minutes? I don't know where he comes with all these accusations? according to *** *** the inconsistency of accusation of him claiming that my employee Karen told him his A/C s weaker than before because of auto protect warranty didn't approve the proper parts, what does he mean they didn't approve the proper parts? As you see in the invoice nothing was declined from auto protect warranty, and they did approve all parts needed at that time.On June 24, *** *** brought his vehicle *** ** *** Number *** WITH miles in to Auto Clinic Care, starting the A/C stopped blo ving cold air He also stated that it was blowing about degreesOne of the highly qualified ASE technicians from Auto Clinic Care preformed Free A/C service and found a leak from the evaporator*** *** was advised as well as the Adjuster from *** *** *** that the evaporator needed to be replaced** *** couldn't afford the difference of the $and the total in repair was originally $but *** *** couldn't afford the difference of $and asked for a discount which I did give him $discount and brought it down to $and the difference $which was not covered by the Adjuster from *** *** ***The difference was approved by *** *** then authorized Auto Clinic Care to replace the evaporator ( which is what needed to be replaced) We arranged for *** *** to come to replace the elevator ( which is what needed to be replaced ) We arranged for *** *** to come June 29, to preform the repairs and would take two days to complete, *** *** dropped of his vehicle June 29, morning and request from us to please confirm the finial price ( please see attachment with his request signature) Karen contacted *** *** on June 29, at 9:AM told him again the different is $the difference in charges after the discounts of $was as follows: the first charge was $125.00, which was the difference in the cost of the partSecond was $for shop suppliesThird was $the difference in taxes Fourth was $ difference in the laborFinally, $ was the deductiblePlease see attached estimate # *** and signature of approval, please see attachments for repair order # with *** ***'s signature.I assigned the work to one of my technician's and he worked on it for the rest of the dayThe next day my technician went to lunch meanwhile, *** *** came by saying he needed his car back and no one was working on it and it shouldn't take more than a day to complete the repairsHe needed his car back today and he had to go to silver spring, so I went ahead and paid for a rental car from enterprise for him to have until the repair were completed please see attachment, my technician and I stayed late to complete the repairs that evening at 8:PMThe repairs were completed on June 30, and *** *** picked up his vehicle on July 1, and *** *** *** warranty paid two weeks later on July, the remaining amount of $784.63.On July 7, *** *** brought his vehicle*** ** *** Vn Number *** He stated that the A/C making noise inside the dash and it doesn't have the air flow as it used toso I went ahead and checked myself and found the cabin air filter needed to be replacedsome leaves were contracting the blower motor making the noise the he describedI made a decision to clean the debris and replace the cabin air filter for free as a courtesy and told *** *** personally to contact me id he has any issues with the A/C system, so I don't know what minor adjustment that *** is claiming that was done to his A/C? no adjustments were madeTherefore, I don't understand how *** *** is claiming that we misdiagnosed the A/C system when we had one issue in April then a totally difference issue in July.On august, 12, *** *** sent me an email that he went to *** ***He is now demanding his money back because was not open on Sunday and he had his A/C charged at *** ***respond to his email by asking when it would be convenient for him to bring his vehicle so we can check The A/C system for freeUntil now I still don't see any proof that *** ***'s A/C system has been repaired somewhere elseDid *** *** find any of my parts defective? How did adding more Freon fix the problem? :*** *** stated that the adjuster MR M***Said that the A/C System was misdiagnosed over aft emailHow can anyone come to this Conclusion over an email or over the phone without physically inspecting the vehicle? - I tried several times to reach MR M*** but I wasn’t very successful, finally Ispoke to *** the Adjuster from *** *** *** and he assured me that they never stated that we misdiagnosed or performed unneeded repairs, nor overcharged him. Auto Clinic Care never refused *** ***'s claim of not covering his A/C under warrantyAuto Clinic Care's warranty for parts and labor is two years or 24,miles which never comes firstWarranty work has to be performed in our shop and Cannot exceed the original cost of repair If the original parts we replaced were defective that would have been covered under our warrantyTherefore, I don’t understand how *** *** is saying that we did not honor our warranty? |f|*** *** is still having problems with his A/C all repairs that we have performed within the warranty guidelines (years or 24,miles whichever comes first) will be covered under our warranty as stated aboveAlso, the warranty is stated on the bottom of the estimate and repair ordershave attached all signed copies of credit card receipts, estimates and repair order invoices. Once again, Auto Clinic Care would be more than happy to take a lock at the A/C System to diagnose any issues with A/C systemPlease let us know when would be convenience it for HimWe are Open Monday Friday 8:00am to 6:PM and Saturday from 9:00am to 3:PM.If you should have any question or concerns, please don't hesitate to contact me at ###-###-#### oremail me at ***com.Thank youSincerely, Johny F* (owner)

See Attachment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Once again unfortunately, there is no single truthful
statement in the response from Auto Clinic Care. There are eight paragraphs in
the response, and all of them are misrepresentations.
1.      
In the first paragraph, Mr. F[redacted] describes the
first repair in April and the charges. He stated that I approved more out of
pocket expenses than I did. I approved only diagnostics - $193.84 and
deductible - $100, total $293.84. Right in the following paragraph Mr. F[redacted]
finally admitted that the employee made a mistake. The diagnostics fees were
very high, more than in a comparable facility. However, I was assured that this
was a very comprehensive diagnostics and that any problem with the A/C for 24
months/24000 miles. There was no conversation about alleged discounts. I agreed
to pay for diagnostics and the deductible. My extended warranty paid for
everything else. It is clearly in the receipt.
2.      
On April 2 I picked up the car and felt that the
A/C air blowing temperature was not as cold as it used to be. After I picked up
the car, I went to the Whole Foods store next door. (Please see the map of Auto
Clinic Care and the store. The store is two minutes away. Also please see a
credit card statement. ) While in the store at 6:12, I received a call from
Auto Clinic Care. Karen stated that my extended warranty paid less than they
promised and that I had to pay the difference. I had no choice and paid. Karen asked
to repeat credit card numbers, which I did. Karen did not need to spell my name
and other credit card information, only 12 first numbers of the credit card,
because their system kept the last four. Few minutes later left the store,
where I used the same credit card. (Please see attached credit card statement.)
I briefly checked A/C in another car and confirmed my impression that the A/C
in my car was not cold enough after the repairs. I called Auto Clinic Care
about the problem with the A/C at 6:19. (Please see phone April 2 records.) As
you can see, it was a relatively long three minutes conversation. Obviously,
the conversation was longer than needed to give credit card numbers. Therefore,
something else was discussed during this conversation. Auto Clinic Care
untruthfully stated that I never called them about the problem with the A/C.
Mr. F[redacted] alleged that I was driving home during the first call at 6:12.
According to Auto Clinic Care, I agreed to pay more during this call, but I
could not provide credit card information while driving. So according to Auto
Clinic Care I had to call back with my credit card info at 6:19, when I arrived
home. This is yet another gross misrepresentation. When I received the call
demanding more money at 6:12, I provided the credit card number. Then at 6:19 I
called Auto Clinic Care about the problem with the repairs. Mr. F[redacted] also
stated that I could not have called about the problem twenty six minutes later,
because according to him I compared my car with another after both cars had
been on the same parking lot for five hours. This was after the second improper
repair on July 1, and not after the first improper repair on April 2. I
performed more thorough testing, after the car underwent the second expensive 5
days long repair, but this repair did not make A/C better at all. (Please see
email trail dated July 2 – July 3.) On July 1 Auto Clinic Care did not even
check A/C and released the car to me with exactly the same problem they were
supposed to fix. They did not check A/C after the first repairs in April as
well. After my brief test in April, Auto Clinic Care refused to take a look at
the problem and blamed poor quality parts approved by [redacted].  So on July 1 I went through the inconvenience
of such a time consuming test. My detailed testing as well as the strong letter
from [redacted] about misdiagnosis helped. I already provided the
letter from the adjuster dated July 2. This time at least Auto Clinic Care told
me to come back and finally discovered that the cabin filer was clogged and
needed replacement. See Auto Clinic Records from July 7. Their technician
overlooked the clogged filter. It is a misdiagnosis. How can it be denied? In
addition the technician left debris in the system, which were cleaned. Also Mr.
F[redacted] then stated that he adjusted an internal temperature control. The validity
of this was disputed by the experts from [redacted]. The expert simply
stated that Mr. F[redacted] told me so in order to cover up mistakes. (Please see the
message from the adjuster dated August 4. As you can see, the message was
copied to others.)
3.      
In the third paragraph Mr. F[redacted] again
untruthfully stated that my A/C stopped working, when I came in June. However,
there was no change in my A/C. As I stated many times, while the weather was
mild, A/C was weaker than it should have been, but still adequate. When the
weather became hot, the problem became more noticeable. The first lengthy drive
in the hot weather after the repairs in April, I experienced only in June. Then
I contacted Auto Clinic Care. However, Auto Clinic Care did not honor its
warranty. The fact that the problem was observed shortly after the first repair
in April, was confirmed in writing several times in July and early August. For
example:
a.      
July 3 - Shortly
after the repairs I noticed that AC appeared not as strong as it should have
been.
b.     
August 4 - As
I explained, the problem was there, when I picked up the car after the first
repair in April. (Note that the message was copied to several
representatives at [redacted]. They also stated that the problem was
misdiagnosed in April.)
This was not disputed by Auto Clinic Care until
mid-August when everything escalated and I went to another shop.  
On June 24 I brought the car for warranty repairs to
correct the issue of insufficient cold air. I dropped the car in the morning.
Late afternoon at 3:54 pm Karen called me and stated that Auto Clinic Care
filed another claim with [redacted] and that I no repairs would be
performed until the claim is approved. The conversation lasted for 3 minutes,
because I objected to filing another claim and requested warranty repairs.
Karen blamed [redacted]. Karen instructed me to pick up the car and
bring it the next day. When I picked up the car, I noticed that the A/C stopped
working completely. Later it was explained that the technician just drained all
the freon without letting me know. Of course, I did not authorize that.
On June 25 I brought the car back as instructed. At
12:21 Karen called me and stated that I had to pay over $600 out of pocket.
This was 5 minutes conversation. Karen blamed [redacted] for not
allowing properly completing the repairs in April. I reminded Karen that the
problem was there right after the first repairs in April and that she
personally assured me that ANY A/C problem would be repaired under warranty.
Finally Karen gave me the direct number of the adjuster and advised me to
rectify the problem with [redacted].
As you can see my next call was to the adjuster with
whom I spoke for 15 minutes. Obviously, Auto Clinic Care provided me with his
number. However, after I filed complaints, Mr. F[redacted] came up with the
unreasonable explanation, that Auto Clinic Care was unable to reach the
adjuster. During my conversation with the adjuster, he explained that Auto
Clinic Care simply misdiagnosed
the problem in April and that this was communicated to Auto Clinic Care. Therefore
[redacted] was not going to pay certain charges that directly resulted
from this misdiagnosis. After the adjuster kindly explained everything, I
immediately called back Auto Clinic Care at 1:03. Karen however denied
everything the adjuster just told me. So I called back [redacted] and
the adjuster directly several times, and finally obtained a WRITTEN proof that
Auto Clinic Care overlooked the problem in April. I forwarded this message with
my comments at 2:59 and two minute later called back Auto Clinic Care at 3:01. After
I confirmed with Karen that the adjuster indeed stated that Auto Clinic care
overlooked the problem in April, Karen connected me to Mr. F[redacted]. Mr. F[redacted]
stated that evaporator leaks are hard to diagnose and if I discovered the
problem in April, I should have come in April. According to Mr. F[redacted] I lost my
warranty, because I did not come sooner, whether Auto Clinic Care misdiagnosed
or not. Mr. F[redacted] only agreed to waive the charges specified by the adjuster.
It still left me with more than $400 and I could not understand why, because
the adjusted stated that [redacted] paid for almost all other charges.
Mr. F[redacted] stated that an itemized receipt would be provided with charges not
covered by [redacted]. So I would be able to get reimbursed directly
from them, if my policy covered those unpaid charges. I explained that I never
gave up my warranty rights and that I paid more than enough for diagnostics in
April in order not to have those problems. Then Mr. F[redacted] promised to fill the
A/C with the freon after Auto Clinic Care let all the freon out the day before,
so my A/C stopped working. The actual repairs could not start that day, because
only in the afternoon it was explained that the shop needed the car for two
consecutive days. There was no need to go through inconvenience of bringing the
car to the shop on June 25, because the repairs could not start that day and
the freon should have been added back, when they let it out.
4.      
[redacted] also put in writing that
they paid for almost all the charges except for the once directly resulted from
the misdiagnosis. Karen and Mr. F[redacted] stated that [redacted] did not.
After the first repairs in April, Auto Clinic Care provided the itemized
receipt which clearly stated that I paid for diagnostics and deductible. Then
Auto Clinic Care demanded more money. I indeed requested to list all the
charged which according to Auto Clinic Care was not paid by Wanted Auto
Protect. When Karen called me on June 29, she only explained that she was
unable to itemize those charges. I explained that in that case I preserve the
right to dispute them. When I picked up the car, Karen refused to provide an
itemized receipt until [redacted] paid its share. So I had to pay $421
in order to get my car back. There was (and still is) no receipt with itemized
charges for the second repairs. After the repairs, I unsuccessfully requested
the itemized receipt more than once. For example on July 13 I requested the
itemized receipt and explained once again that neither I nor Wanted Auto
Protect can understand why my co-payment was so high. Auto Clinic Care responded
that they were unable to provide such as receipt until after they receive the
payment from [redacted]. (Please see attached communication dated July
13.) As you can see, there is no
mentioning of the alleged explanation of charges on June 29. When the
receipt was finally provided, it did not itemize the charges. Only on August 12
Mr. F[redacted] partially explained that majority of the charges came from the labor
rate higher than authorized by [redacted] and that Auto Clinic Care
charged more than authorized for the parts. 
I did not approve that. Auto Clinic Care accepted the rate in April and
for the follow-up repair in June raised the rates beyond authorized without my
approval. The alleged explanation of charges on June 29 is another misrepresentation.
According to the phone records, it was a short two minute conversation. Charges
could not have been explained in such a short period of time, especially when
charges clearly included items which according to [redacted] were waived.
For example, according to the adjuster, since the second repair was a
continuation of the improper first repair, the deductible was waived. According
to [redacted] it was the same event.
5.      
Mr. F[redacted] again grossly misrepresented the facts
regarding keeping the car for evaporator replacement longer than agreed without
reasonable notice. According to [redacted], this was about eight hour
job. Auto Clinic Care did not dispute it. I was instructed to bring the car in
the morning of June 29 and pick it up the next day before 6 pm. On the second
day at 1:29 Karen called me and stated that the car would not be ready and that
Auto Clinic Care needed one more day. Since it was estimated eight hour job,
apparently the work did not start. So I called back and requested to tale my
car. At this point I was going to bring the car to another mechanic. Karen
connected me to Mr. F[redacted] who stated that the car had been taken apart. I asked
why the car was taken apart, if one more day was needed for eight hours job,
and the car had been in the shop for day and a half already. Mr. F[redacted] told me
to come no later than 4:30 and get a rental. I had to leave work early walked
from the metro stop with my laptop in the summer heat to make this 4:30
deadline. When I came to Auto Clinic Care by exactly 4:30 as instructed, there
was no rental. Then Karen called Enterprise. While I waited nobody was working
on my car. Of course, Enterprise could pick me up from the metro station. There
was no need to walk to Auto Clinic Care. I received the call that my car was
ready only the following afternoon at 3:30. Please see phone records. There was
no communication between afternoon on June 30, and 3:30 pm July 1, when Karen
called me that the car was finally ready. Mr. F[redacted] however stated that the car
was ready the evening before. Obviously it makes no sense. if the car was ready
but nobody called me about it for the whole day. Mr. F[redacted] brought the
ridiculous accusation that I came to the shop in the afternoon of the second
day of the repairs on June 30 and demanded my car back. I was in the office 20
miles away. Karen called me after the car had been in the shop for a day and a
half that the car would not be ready. Mr. F[redacted] in his own email date August 4 previously
stated that it was brought to my
attention that Karen and you had a miscommunication on how long the repair would
take. This was also a misrepresentation. However the untruthful statements
in the response to my complaint obviously contradict prior statements. (Please
see email from August 12.)
6.      
In addition, Mr. F[redacted] grossly misrepresented
the reasons for coming back after the second improper repairs on July 7. He
stated that the problem was with the strength of the airflow, however, this is
untrue. The problem was with the A/C blowing temperature. The air was not as
cold as it should have been after the second repair, exactly how it was after
the first repair. After all the misrepresentations and false promises, I
started putting everything in writing at this point. Please see attached July 2
– July 3 email trail previously provided. The strength of the airflow is not
mentioned as Mr. F[redacted] untruthfully stated. I clearly state that the problem is
with the insufficiently cold A/C blowing air. This was the problem which Auto
Clinic Care was supposed to fix with the evaporator replacement. However this
expensive work did not make A/C better at all. Also note once again, there are
clear references that the problem with was present right after the first repair
in April. This was not disputed until later.
7.      
Then Mr. F[redacted] described my message from August
12, where I explained requested my money back and explained that I had to go to
another shop. Mr. F[redacted] however concealed that I contacted Auto Clinic Care
multiple times without response. In particular I asked what were the reasons
for replacing the evaporator, if it did not improve A/C at all? I only
authorized the repairs that would make A/C blowing air colder. The evaporator
retracement made no difference. Therefore the evaporator replacement was
unauthorized. I kept asking why the second repair was not covered under
warranty, if Auto Clinic Care misdiagnosed in April. Suddenly Mr. F[redacted] started
denying previously established facts. He stated that Auto Clinic Care never
misdiagnosed as well as untruthfully alleged that my A/C was working properly
the first repair. Once again the fact of misdiagnosis was confirmed in writing
by the adjuster from [redacted] BEFORE the repairs started. I came for
warranty repairs in June in order to correct the problem with the repairs in
April. Mr. F[redacted] mentioned ho alleged conversation with another adjuster whom
he referenced only by the first name. Whereas the adjuster on the case put in
writing that the problem was misdiagnosed and that such a high copayment made
no sense. All of this had been established before Auto Clinic Care started the
second repair. If Mr. F[redacted] disputed this opinion, he should have rebutted this
before the repairs started. In addition, after the second expensive repairs did
not improve A/C at all, I kept asking Auto Clinic Care why this repair was
performed. Since I could not obtain any answer from Auto Clinic Care, I asked
the adjuster, if the evaporator replacement was necessary, because it did not
improve A/C. The adjuster responded that in his opinion, the evaporator
replacement was not needed. All written communications were provided with my
complaint. In addition the opinion of [redacted] on using Auto Clinic
Care changed after the second repair did not improve A/C and when I forwarded
to [redacted] subsequent misrepresentations. Right after the improper second
repair, the adjuster wrote that I should demand that Auto Clinic Care must fix
all problems with my A/C at no charge, regardless of what the problems were.
Then when I forwarded subsequent misrepresentations, where Mr. F[redacted] started
denying misdiagnosis and untruthfully stated that my A/C worked properly after
the first repair in April; the adjuster stated that I should not come back to
Auto Clinic Care. He explicitly stated that we can only hope that my A/C will
work. Everything was in writing and I provided the messages with my complaint. So
I had to go to another shop. Coming back to Auto Clinic Care would have been a
violation of my policy. The position of the adjuster is clear and seems
reasonable. [redacted] does not want me to come back to the shop that
not only previously improperly repaired the car multiple times, but also proved
incompetent and deceiving. I selected [redacted], because they were open on the
weekend. After both the first repair in April and the second repair in June,
the A/C blowing air was not as cold as it should have been. Then, when I came
on July 7, the A/C blowing air became much colder than it had ever been. However,
the A/C quickly deteriorated, and in just few weeks the air became again insufficiently
cold. The technician in the other shop discovered that freon was low and added freon,
so I could survive the hot season. What caused the low freon is unknown. I had
to authorize this temporary solution at that time, since coming back to Auto
Clinic Care was no longer an option.
8.      
Finally Mr. F[redacted] untruthfully stated that Auto
Clinic Care never denied my claim for warranty repairs. I came in June for
warranty repairs, and it was denied.
 Regards,
[redacted]

Dear Kayla J[redacted],This is my good faith effort and position to resolve the dispute regarding [redacted], arid the truth regarding the complaint (complaint ID [redacted])[redacted] brought his vehicle 2005 [redacted] ES 330 VIN Number [redacted] With 140970 miles...

in to Auto Clinic Care on April, 01, 2015 stating that the A/C stopped working and he had [redacted] warranty. After [redacted] approved $193.84 for diagnostics that is not covered by the [redacted], one of the highly qualified ASE technicians from Auto Clinic Care preformed the A/C Service and found that The A/C compressor needed to be replaced due to a large leak, rapid Freon, and oil loss. [redacted] was advised as well as the Adjuster [redacted] from [redacted] that the compressor needed to be replaced, along with the condenser assembly, which contains the receiver dryer. [redacted] only approved $766.23 in which Mr. Dolnsky originally was informed, he needed to pay the difference of $739,73 and the total in repair was originally $1505.96 but [redacted] still couldn't afford difference of $739.73 and asked for a discount which I did give him a discount of $376.01 and brought it down to $363.72 which was not covered by the Adjuster [redacted] from [redacted]. The difference was approved by [redacted] The difference in charge after the discounts are as followed: First charge was $193.84 for diagnostics including the A C Service. The Second charge WHS $56.00 for shop supplies. Third charge was $13.88 in taxes and the fourth was his $100,00) deductible. Therefore, [redacted] approved the repairs at Auto Clinic Care but he couldn't leave his vehicle over night because we got the approval late from [redacted] brought the vehicle on April 2, 2015 we preformed the repairs. Once the repairs were finalized the vehicle was released to [redacted] at 5:55 PM on April 2, 2015. Paid for repairs with credit card ending 5461, Si ;ned invoice#[redacted] warranty paid on April, 13, 2015 almost two weeks later the remaining amount of $756.23.According to the phone records that he provided the first call was incoming call @ 6:12 PM from ###-###-#### (auto clinic care) to [redacted] and the second call @ 6:19 PM was outgoing from [redacted] to ###-###-#### (auto clinic care) and the explanation as follow: Karen made a mistake in the calculation in the amount of $59.88 an was still pending, When Karen charged [redacted]'s credit card the first time at 5:55 PM on April 1, 2015 the amount of $293.84 then at around 5:05 PM Karen discovered her mistake and brought it to My attention that she made a mistake in the calculation and asked what she should do. I then told her to Calicd [redacted] to explain to him what had happened and that you made a mistake in Calculation in the amount of $69.88 and was still pending, and when she called on April 2, 2015 at 6:12 pm, [redacted] [redacted] was completely ok with the charges and He told Karen that he was driving and he was almost home and he will call her back with his credit card information when he is home,that's the reason why he called at 6:19 PM with his credit card information Karen then manually entered the charges of $69.88 at 628 PM on April 2, 2015 as you see on the credit card receipt however, this was not because he was claiming that his A/C is not as cold as it used to be.He also claims that he compared the A/c in his car Wit Another car in a parking lot for five hours without a temperature gauge and his A/C was weaker, then called Karen to inform her. How Carl he compare his A/C for five hours when Karen called twenty six minutes after he left auto clinic care and the call duration of three minutes? I don't know where he comes with all these accusations? according to [redacted] the inconsistency of accusation of him claiming that my employee Karen told him his A/C s weaker than before because of auto protect warranty didn't approve the proper parts, what does he mean they didn't approve the proper parts? As you see in the invoice nothing was declined from auto protect warranty, and they did approve all parts needed at that time.
On June 24, 2015 [redacted] brought his vehicle 2005 [redacted] Number [redacted] WITH 143473 miles in to Auto Clinic Care, starting the A/C stopped blo ving cold air He also stated that it was blowing about 75 degrees. One of the highly qualified ASE technicians from Auto Clinic Care preformed Free A/C service and found a leak from the evaporator. [redacted] was advised as well as the Adjuster from [redacted] that the evaporator needed to be replaced. [redacted] couldn't afford the difference of the $622.12 and the total in repair was originally $1441.75 but [redacted] couldn't afford the difference of $622.12 and asked for a discount which I did give him $200.99 discount and brought it down to $1240.76 and the difference $421.13 which was not covered by the Adjuster from [redacted]. The difference was approved by [redacted] then authorized Auto Clinic Care to replace the evaporator ( which is what needed to be replaced) We arranged for [redacted] to come to replace the elevator ( which is what needed to be replaced ) We arranged for [redacted] to come June 29, 2015 to preform the repairs and would take two days to complete, [redacted] dropped of his vehicle June 29, 2015 morning and request from us to please confirm the finial price ( please see attachment with his request signature) 
Karen contacted [redacted] on June 29, 2015 at 9:55 AM told him again the different is $421.13 the difference in charges after the discounts of $200.99 was as follows: the first charge was $125.00, which was the difference in the cost of the part. Second was $22.98 for shop supplies. Third was $15.16 the difference in taxes . Fourth was $ 157.99 difference in the labor. Finally, $ 100.00 was the deductible. Please see attached estimate # [redacted] and signature of approval, please see attachments for repair order # 0010870 with [redacted]'s signature.
I assigned the work to one of my technician's and he worked on it for the rest of the day. The next day my technician went to lunch meanwhile, [redacted] came by saying he needed his car back and no one was working on it and it shouldn't take more than a day to complete the repairs. He needed his car back today and he had to go to silver spring, so I went ahead and paid for a rental car from enterprise for him to have until the repair were completed please see attachment, my technician and I stayed late to complete the repairs that evening at 8:00 PM. The repairs were completed on June 30, 2015 and [redacted] picked up his vehicle on July 1, 2015 and [redacted] warranty paid two weeks later on July, 16 2015 the remaining amount of $784.63.
On July 7, 2015 [redacted] brought his vehicle2005 [redacted] Vn Number [redacted] He stated that the A/C making noise inside the dash and it doesn't have the air flow as it used to. so I went ahead and checked myself and found the cabin air filter needed to be replaced. some leaves were contracting the blower motor making the noise the he described. I made a decision to clean the debris and replace the cabin air filter for free as a courtesy and told [redacted] personally to contact me id he has any issues with the A/C system, so I don't know what minor adjustment that [redacted] is claiming that was done to his A/C? no adjustments were made. Therefore, I don't understand how [redacted] is claiming that we misdiagnosed the A/C system when we had one issue in April then a totally difference issue in July.
On august, 12, 2015 [redacted] sent me an email that he went to [redacted]. He is now demanding his money back because was not open on Sunday and he had his A/C charged at [redacted]. respond to his email by asking when it would be convenient for him to bring his vehicle so we can check The A/C system for free. Until now I still don't see any proof that [redacted]'s A/C system has been repaired somewhere else. Did [redacted] find any of my parts defective? How did adding more Freon fix the problem? :[redacted] stated that the adjuster MR M[redacted]. Said that the A/C System was misdiagnosed over aft email. How can anyone come to this Conclusion over an email or over the phone without physically inspecting the vehicle? - I tried several times to reach MR M[redacted] but I wasn’t very successful, finally Ispoke to [redacted] the Adjuster from [redacted] and he assured me that they never stated that we misdiagnosed or performed unneeded repairs, nor overcharged him. 
Auto Clinic Care never refused [redacted]'s claim of not covering his A/C under warranty. Auto Clinic Care's warranty for parts and labor is two years or 24,000 miles which never comes first. Warranty work has to be performed in our shop and Cannot exceed the original cost of repair If the original parts we replaced were defective that would have been covered under our warranty. Therefore, I don’t understand how [redacted] is saying that we did not honor our warranty? |f|[redacted] is still having problems with his A/C all repairs that we have performed within the warranty guidelines (2 years or 24,000 miles whichever comes first) will be covered under our warranty as stated above. Also, the warranty is stated on the bottom of the estimate and repair orders. have attached all signed copies of credit card receipts, estimates and repair order invoices. 
Once again, Auto Clinic Care would be more than happy to take a lock at the A/C System to diagnose any issues with A/C system. Please let us know when would be convenience it for Him. We are Open Monday Friday 8:00am to 6:00 PM and Saturday from 9:00am to 3:00 PM.
If you should have any question or concerns, please don't hesitate to contact me at ###-###-#### oremail me at [redacted]com.
Thank youSincerely, Johny F[redacted] (owner)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Once again unfortunately, there is no single truthful
statement in the response from Auto Clinic Care. There are eight paragraphs in
the response, and all of them are misrepresentations.
1.      
In the first paragraph, Mr. F[redacted] describes the
first repair in April and the charges. He stated that I approved more out of
pocket expenses than I did. I approved only diagnostics - $193.84 and
deductible - $100, total $293.84. Right in the following paragraph Mr. F[redacted]
finally admitted that the employee made a mistake. The diagnostics fees were
very high, more than in a comparable facility. However, I was assured that this
was a very comprehensive diagnostics and that any problem with the A/C for 24
months/24000 miles. There was no conversation about alleged discounts. I agreed
to pay for diagnostics and the deductible. My extended warranty paid for
everything else. It is clearly in the receipt.
2.      
On April 2 I picked up the car and felt that the
A/C air blowing temperature was not as cold as it used to be. After I picked up
the car, I went to the Whole Foods store next door. (Please see the map of Auto
Clinic Care and the store. The store is two minutes away. Also please see a
credit card statement. ) While in the store at 6:12, I received a call from
Auto Clinic Care. Karen stated that my extended warranty paid less than they
promised and that I had to pay the difference. I had no choice and paid. Karen asked
to repeat credit card numbers, which I did. Karen did not need to spell my name
and other credit card information, only 12 first numbers of the credit card,
because their system kept the last four. Few minutes later left the store,
where I used the same credit card. (Please see attached credit card statement.)
I briefly checked A/C in another car and confirmed my impression that the A/C
in my car was not cold enough after the repairs. I called Auto Clinic Care
about the problem with the A/C at 6:19. (Please see phone April 2 records.) As
you can see, it was a relatively long three minutes conversation. Obviously,
the conversation was longer than needed to give credit card numbers. Therefore,
something else was discussed during this conversation. Auto Clinic Care
untruthfully stated that I never called them about the problem with the A/C.
Mr. F[redacted] alleged that I was driving home during the first call at 6:12.
According to Auto Clinic Care, I agreed to pay more during this call, but I
could not provide credit card information while driving. So according to Auto
Clinic Care I had to call back with my credit card info at 6:19, when I arrived
home. This is yet another gross misrepresentation. When I received the call
demanding more money at 6:12, I provided the credit card number. Then at 6:19 I
called Auto Clinic Care about the problem with the repairs. Mr. F[redacted] also
stated that I could not have called about the problem twenty six minutes later,
because according to him I compared my car with another after both cars had
been on the same parking lot for five hours. This was after the second improper
repair on July 1, and not after the first improper repair on April 2. I
performed more thorough testing, after the car underwent the second expensive 5
days long repair, but this repair did not make A/C better at all. (Please see
email trail dated July 2 – July 3.) On July 1 Auto Clinic Care did not even
check A/C and released the car to me with exactly the same problem they were
supposed to fix. They did not check A/C after the first repairs in April as
well. After my brief test in April, Auto Clinic Care refused to take a look at
the problem and blamed poor quality parts approved by [redacted].  So on July 1 I went through the inconvenience
of such a time consuming test. My detailed testing as well as the strong letter
from [redacted] about misdiagnosis helped. I already provided the
letter from the adjuster dated July 2. This time at least Auto Clinic Care told
me to come back and finally discovered that the cabin filer was clogged and
needed replacement. See Auto Clinic Records from July 7. Their technician
overlooked the clogged filter. It is a misdiagnosis. How can it be denied? In
addition the technician left debris in the system, which were cleaned. Also Mr.
F[redacted] then stated that he adjusted an internal temperature control. The validity
of this was disputed by the experts from [redacted]. The expert simply
stated that Mr. F[redacted] told me so in order to cover up mistakes. (Please see the
message from the adjuster dated August 4. As you can see, the message was
copied to others.)
3.      
In the third paragraph Mr. F[redacted] again
untruthfully stated that my A/C stopped working, when I came in June. However,
there was no change in my A/C. As I stated many times, while the weather was
mild, A/C was weaker than it should have been, but still adequate. When the
weather became hot, the problem became more noticeable. The first lengthy drive
in the hot weather after the repairs in April, I experienced only in June. Then
I contacted Auto Clinic Care. However, Auto Clinic Care did not honor its
warranty. The fact that the problem was observed shortly after the first repair
in April, was confirmed in writing several times in July and early August. For
example:
a.      
July 3 - Shortly
after the repairs I noticed that AC appeared not as strong as it should have
been.
b.     
August 4 - As
I explained, the problem was there, when I picked up the car after the first
repair in April. (Note that the message was copied to several
representatives at [redacted]. They also stated that the problem was
misdiagnosed in April.)
This was not disputed by Auto Clinic Care until
mid-August when everything escalated and I went to another shop.  
On June 24 I brought the car for warranty repairs to
correct the issue of insufficient cold air. I dropped the car in the morning.
Late afternoon at 3:54 pm Karen called me and stated that Auto Clinic Care
filed another claim with [redacted] and that I no repairs would be
performed until the claim is approved. The conversation lasted for 3 minutes,
because I objected to filing another claim and requested warranty repairs.
Karen blamed [redacted]. Karen instructed me to pick up the car and
bring it the next day. When I picked up the car, I noticed that the A/C stopped
working completely. Later it was explained that the technician just drained all
the freon without letting me know. Of course, I did not authorize that.
On June 25 I brought the car back as instructed. At
12:21 Karen called me and stated that I had to pay over $600 out of pocket.
This was 5 minutes conversation. Karen blamed [redacted] for not
allowing properly completing the repairs in April. I reminded Karen that the
problem was there right after the first repairs in April and that she
personally assured me that ANY A/C problem would be repaired under warranty.
Finally Karen gave me the direct number of the adjuster and advised me to
rectify the problem with [redacted].
As you can see my next call was to the adjuster with
whom I spoke for 15 minutes. Obviously, Auto Clinic Care provided me with his
number. However, after I filed complaints, Mr. F[redacted] came up with the
unreasonable explanation, that Auto Clinic Care was unable to reach the
adjuster. During my conversation with the adjuster, he explained that Auto
Clinic Care simply misdiagnosed
the problem in April and that this was communicated to Auto Clinic Care. Therefore
[redacted] was not going to pay certain charges that directly resulted
from this misdiagnosis. After the adjuster kindly explained everything, I
immediately called back Auto Clinic Care at 1:03. Karen however denied
everything the adjuster just told me. So I called back [redacted] and
the adjuster directly several times, and finally obtained a WRITTEN proof that
Auto Clinic Care overlooked the problem in April. I forwarded this message with
my comments at 2:59 and two minute later called back Auto Clinic Care at 3:01. After
I confirmed with Karen that the adjuster indeed stated that Auto Clinic care
overlooked the problem in April, Karen connected me to Mr. F[redacted]. Mr. F[redacted]
stated that evaporator leaks are hard to diagnose and if I discovered the
problem in April, I should have come in April. According to Mr. F[redacted] I lost my
warranty, because I did not come sooner, whether Auto Clinic Care misdiagnosed
or not. Mr. F[redacted] only agreed to waive the charges specified by the adjuster.
It still left me with more than $400 and I could not understand why, because
the adjusted stated that [redacted] paid for almost all other charges.
Mr. F[redacted] stated that an itemized receipt would be provided with charges not
covered by [redacted]. So I would be able to get reimbursed directly
from them, if my policy covered those unpaid charges. I explained that I never
gave up my warranty rights and that I paid more than enough for diagnostics in
April in order not to have those problems. Then Mr. F[redacted] promised to fill the
A/C with the freon after Auto Clinic Care let all the freon out the day before,
so my A/C stopped working. The actual repairs could not start that day, because
only in the afternoon it was explained that the shop needed the car for two
consecutive days. There was no need to go through inconvenience of bringing the
car to the shop on June 25, because the repairs could not start that day and
the freon should have been added back, when they let it out.
4.      
[redacted] also put in writing that
they paid for almost all the charges except for the once directly resulted from
the misdiagnosis. Karen and Mr. F[redacted] stated that [redacted] did not.
After the first repairs in April, Auto Clinic Care provided the itemized
receipt which clearly stated that I paid for diagnostics and deductible. Then
Auto Clinic Care demanded more money. I indeed requested to list all the
charged which according to Auto Clinic Care was not paid by Wanted Auto
Protect. When Karen called me on June 29, she only explained that she was
unable to itemize those charges. I explained that in that case I preserve the
right to dispute them. When I picked up the car, Karen refused to provide an
itemized receipt until [redacted] paid its share. So I had to pay $421
in order to get my car back. There was (and still is) no receipt with itemized
charges for the second repairs. After the repairs, I unsuccessfully requested
the itemized receipt more than once. For example on July 13 I requested the
itemized receipt and explained once again that neither I nor Wanted Auto
Protect can understand why my co-payment was so high. Auto Clinic Care responded
that they were unable to provide such as receipt until after they receive the
payment from [redacted]. (Please see attached communication dated July
13.) As you can see, there is no
mentioning of the alleged explanation of charges on June 29. When the
receipt was finally provided, it did not itemize the charges. Only on August 12
Mr. F[redacted] partially explained that majority of the charges came from the labor
rate higher than authorized by [redacted] and that Auto Clinic Care
charged more than authorized for the parts. 
I did not approve that. Auto Clinic Care accepted the rate in April and
for the follow-up repair in June raised the rates beyond authorized without my
approval. The alleged explanation of charges on June 29 is another misrepresentation.
According to the phone records, it was a short two minute conversation. Charges
could not have been explained in such a short period of time, especially when
charges clearly included items which according to [redacted] were waived.
For example, according to the adjuster, since the second repair was a
continuation of the improper first repair, the deductible was waived. According
to [redacted] it was the same event.
5.      
Mr. F[redacted] again grossly misrepresented the facts
regarding keeping the car for evaporator replacement longer than agreed without
reasonable notice. According to [redacted], this was about eight hour
job. Auto Clinic Care did not dispute it. I was instructed to bring the car in
the morning of June 29 and pick it up the next day before 6 pm. On the second
day at 1:29 Karen called me and stated that the car would not be ready and that
Auto Clinic Care needed one more day. Since it was estimated eight hour job,
apparently the work did not start. So I called back and requested to tale my
car. At this point I was going to bring the car to another mechanic. Karen
connected me to Mr. F[redacted] who stated that the car had been taken apart. I asked
why the car was taken apart, if one more day was needed for eight hours job,
and the car had been in the shop for day and a half already. Mr. F[redacted] told me
to come no later than 4:30 and get a rental. I had to leave work early walked
from the metro stop with my laptop in the summer heat to make this 4:30
deadline. When I came to Auto Clinic Care by exactly 4:30 as instructed, there
was no rental. Then Karen called Enterprise. While I waited nobody was working
on my car. Of course, Enterprise could pick me up from the metro station. There
was no need to walk to Auto Clinic Care. I received the call that my car was
ready only the following afternoon at 3:30. Please see phone records. There was
no communication between afternoon on June 30, and 3:30 pm July 1, when Karen
called me that the car was finally ready. Mr. F[redacted] however stated that the car
was ready the evening before. Obviously it makes no sense. if the car was ready
but nobody called me about it for the whole day. Mr. F[redacted] brought the
ridiculous accusation that I came to the shop in the afternoon of the second
day of the repairs on June 30 and demanded my car back. I was in the office 20
miles away. Karen called me after the car had been in the shop for a day and a
half that the car would not be ready. Mr. F[redacted] in his own email date August 4 previously
stated that it was brought to my
attention that Karen and you had a miscommunication on how long the repair would
take. This was also a misrepresentation. However the untruthful statements
in the response to my complaint obviously contradict prior statements. (Please
see email from August 12.)
6.      
In addition, Mr. F[redacted] grossly misrepresented
the reasons for coming back after the second improper repairs on July 7. He
stated that the problem was with the strength of the airflow, however, this is
untrue. The problem was with the A/C blowing temperature. The air was not as
cold as it should have been after the second repair, exactly how it was after
the first repair. After all the misrepresentations and false promises, I
started putting everything in writing at this point. Please see attached July 2
– July 3 email trail previously provided. The strength of the airflow is not
mentioned as Mr. F[redacted] untruthfully stated. I clearly state that the problem is
with the insufficiently cold A/C blowing air. This was the problem which Auto
Clinic Care was supposed to fix with the evaporator replacement. However this
expensive work did not make A/C better at all. Also note once again, there are
clear references that the problem with was present right after the first repair
in April. This was not disputed until later.
7.      
Then Mr. F[redacted] described my message from August
12, where I explained requested my money back and explained that I had to go to
another shop. Mr. F[redacted] however concealed that I contacted Auto Clinic Care
multiple times without response. In particular I asked what were the reasons
for replacing the evaporator, if it did not improve A/C at all? I only
authorized the repairs that would make A/C blowing air colder. The evaporator
retracement made no difference. Therefore the evaporator replacement was
unauthorized. I kept asking why the second repair was not covered under
warranty, if Auto Clinic Care misdiagnosed in April. Suddenly Mr. F[redacted] started
denying previously established facts. He stated that Auto Clinic Care never
misdiagnosed as well as untruthfully alleged that my A/C was working properly
the first repair. Once again the fact of misdiagnosis was confirmed in writing
by the adjuster from [redacted] BEFORE the repairs started. I came for
warranty repairs in June in order to correct the problem with the repairs in
April. Mr. F[redacted] mentioned ho alleged conversation with another adjuster whom
he referenced only by the first name. Whereas the adjuster on the case put in
writing that the problem was misdiagnosed and that such a high copayment made
no sense. All of this had been established before Auto Clinic Care started the
second repair. If Mr. F[redacted] disputed this opinion, he should have rebutted this
before the repairs started. In addition, after the second expensive repairs did
not improve A/C at all, I kept asking Auto Clinic Care why this repair was
performed. Since I could not obtain any answer from Auto Clinic Care, I asked
the adjuster, if the evaporator replacement was necessary, because it did not
improve A/C. The adjuster responded that in his opinion, the evaporator
replacement was not needed. All written communications were provided with my
complaint. In addition the opinion of [redacted] on using Auto Clinic
Care changed after the second repair did not improve A/C and when I forwarded
to [redacted] subsequent misrepresentations. Right after the improper second
repair, the adjuster wrote that I should demand that Auto Clinic Care must fix
all problems with my A/C at no charge, regardless of what the problems were.
Then when I forwarded subsequent misrepresentations, where Mr. F[redacted] started
denying misdiagnosis and untruthfully stated that my A/C worked properly after
the first repair in April; the adjuster stated that I should not come back to
Auto Clinic Care. He explicitly stated that we can only hope that my A/C will
work. Everything was in writing and I provided the messages with my complaint. So
I had to go to another shop. Coming back to Auto Clinic Care would have been a
violation of my policy. The position of the adjuster is clear and seems
reasonable. [redacted] does not want me to come back to the shop that
not only previously improperly repaired the car multiple times, but also proved
incompetent and deceiving. I selected [redacted], because they were open on the
weekend. After both the first repair in April and the second repair in June,
the A/C blowing air was not as cold as it should have been. Then, when I came
on July 7, the A/C blowing air became much colder than it had ever been. However,
the A/C quickly deteriorated, and in just few weeks the air became again insufficiently
cold. The technician in the other shop discovered that freon was low and added freon,
so I could survive the hot season. What caused the low freon is unknown. I had
to authorize this temporary solution at that time, since coming back to Auto
Clinic Care was no longer an option.
8.      
Finally Mr. F[redacted] untruthfully stated that Auto
Clinic Care never denied my claim for warranty repairs. I came in June for
warranty repairs, and it was denied.
 Regards,
[redacted]