Revdex.com RE ID [redacted] To whom it may concern: I am writing in response to a customer complaint. I have been repairing this customers vehicles since 1998 without incident. Since she has been a customer, I also let her charge...
and make payments without charging interest. I have always been aware of this customer's budget and only fixed what was absolutely necessary to keep her on the road. In 2006, I installed a rebuilt engine in her Bronco II. I have repaired the Bronco II and her other vehicle in the meantime. In 2012, she brought the Bronco II into my shop overheating with water and oil leaks. I replaced the heater core (obvious leak), but the vehicle still overheated and had other leaks. I told the customer that I would check into warranty by the engine builder. Being the engine was close to seven years old, the engine builder declined to provide a warranty. Consequently, I rebuilt the engine that was installed in 2006 with the necessary parts to do so. After I rebuilt the engine, the vehicle ran: No leaks, no overheat. I also replaced the p/s pump due to leaks and the muffler and pipe due to rot. Though the vehicle is in running condition and has been driveable, it misfires on two cylinders at an idle. I have tried to repair with different parts to no avail. I have not charged the customer for parts and labor for this issue. All the while the Bronco has been at my shop, I have continued to repair her other vehicle and keep her on the road as I'm aware she needs a vehicle to run her business. If repairs were lengthy, I always provided her a loaner car, as I do with all my customers if it is available. I was served with a stop work order on June 24, 2015 and I have not touched the vehicle since. I was caught off guard by this since the customer would bring in her other car for repairs all the while I had her Bronco. She would ask about It and I'd tell her what was happening and everything seemed fine. After being served with a stop work order, I tried to contact the customer through phone and email to try to understand the situation. She refused to speak with me or stop by to talk about the situation. Yes, some things are not intact, such as the door panels to repair windows. I asked if I could at least put the door panels on, and she said no. I have not charged for my work for the windows this time because I had just recently worked on them. She asked me to put together a bill that I thought was fair and demanded to pick-up the Bronco on July 10, 2015. I put an itemized bill together that came to $3657.47 and In an effort to amicably resolve this matter, I would accept half of that amount ($1828.74) and consider the Bronco to be paid in full. Since there was no warranty, I feel that this is very fair. It's very hard to warranty something dose to seven years old. It Is available to pick-up anytime. Earlier I stated that I let this customer charge and make payments. Her last payment of $831.00 paid in full all of the previous completed and billed jobs on her account. It did not cover the brake job on her Blazer that was in the shop when she brought in that check or the Bronco. They were not completed jobs at the time and therefore, not on her statement. I also did not 'stall' giving her vehicle back. Once I was threatened with complaints to Revdex.com, the State, etc., I felt it was in my best interest to have my attorney review and advise this situation. I take pride in my work and reputation and will continue to do so. I have enclosed copies of email exchanges, invoices, statement of pay history and the letter she received from me through certified mail.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
We sent our response via fax on Friday, Aug 7th.
Revdex.com RE ID [redacted] To whom it may concern: I am writing in response to a customer complaint. I have been repairing this customers vehicles since 1998 without incident. Since she has been a customer, I also let her charge...
and make payments without charging interest. I have always been aware of this customer's budget and only fixed what was absolutely necessary to keep her on the road. In 2006, I installed a rebuilt engine in her Bronco II. I have repaired the Bronco II and her other vehicle in the meantime. In 2012, she brought the Bronco II into my shop overheating with water and oil leaks. I replaced the heater core (obvious leak), but the vehicle still overheated and had other leaks. I told the customer that I would check into warranty by the engine builder. Being the engine was close to seven years old, the engine builder declined to provide a warranty. Consequently, I rebuilt the engine that was installed in 2006 with the necessary parts to do so. After I rebuilt the engine, the vehicle ran: No leaks, no overheat. I also replaced the p/s pump due to leaks and the muffler and pipe due to rot. Though the vehicle is in running condition and has been driveable, it misfires on two cylinders at an idle. I have tried to repair with different parts to no avail. I have not charged the customer for parts and labor for this issue. All the while the Bronco has been at my shop, I have continued to repair her other vehicle and keep her on the road as I'm aware she needs a vehicle to run her business. If repairs were lengthy, I always provided her a loaner car, as I do with all my customers if it is available. I was served with a stop work order on June 24, 2015 and I have not touched the vehicle since. I was caught off guard by this since the customer would bring in her other car for repairs all the while I had her Bronco. She would ask about It and I'd tell her what was happening and everything seemed fine. After being served with a stop work order, I tried to contact the customer through phone and email to try to understand the situation. She refused to speak with me or stop by to talk about the situation. Yes, some things are not intact, such as the door panels to repair windows. I asked if I could at least put the door panels on, and she said no. I have not charged for my work for the windows this time because I had just recently worked on them. She asked me to put together a bill that I thought was fair and demanded to pick-up the Bronco on July 10, 2015. I put an itemized bill together that came to $3657.47 and In an effort to amicably resolve this matter, I would accept half of that amount ($1828.74) and consider the Bronco to be paid in full. Since there was no warranty, I feel that this is very fair. It's very hard to warranty something dose to seven years old. It Is available to pick-up anytime. Earlier I stated that I let this customer charge and make payments. Her last payment of $831.00 paid in full all of the previous completed and billed jobs on her account. It did not cover the brake job on her Blazer that was in the shop when she brought in that check or the Bronco. They were not completed jobs at the time and therefore, not on her statement. I also did not 'stall' giving her vehicle back. Once I was threatened with complaints to Revdex.com, the State, etc., I felt it was in my best interest to have my attorney review and advise this situation. I take pride in my work and reputation and will continue to do so. I have enclosed copies of email exchanges, invoices, statement of pay history and the letter she received from me through certified mail.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]