Family Auto Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Note: Please note that I have requested Family Auto Service via letter dated April 15, to take care of my stained driveway payvers due to their poor oil change service of my [redacted] carI have already filed a law suit against this business and serverd them legal pappersLet the court decide this case Thank you, [redacted] ***

Hello [redacted] - Thank you for reaching out to us regarding Case No [redacted] First and foremost, let us apologize for the misunderstanding As of March this matter had officially closed We have responded by not only communicating via your mediation service but our service technician had gone to the complainant, Mr***’s home on three (3) separate occasions In addition, the owner himself went to the property to talk with Mr*** The owner tried to address the matter at that time; Mr [redacted] was argumentative and not responsive to the resolution offeredAt this time, we have no other response for him as nothing has changed—since our letter dated 03/10/ We are not liable for the oil stains We have photos to show that there were other vehicles parked in the driveway and unable to deduce whether the stains were there prior to his appointment with us—when he brought the car back, our technician found the area ‘dry’ and showed it to Mr***—there weren’t signs of a leak from his vehicle OR whether they came from other vehicles as he did not allow us to continue the investigation on siteWe have not received complaints from other customers regarding oil leaks since we opened businessWe made more than a good faith effort to come to an understanding where unfortunately, Mr [redacted] was not satisfied I’m afraid there isn’t more we can do for him If we were clearly responsible, we would absolutely do our part to fix it, but in this case, it is clear the leak did not come from the oil service we provided on his vehicleIf you have any further questions or concerns regarding this matter, please feel free to call Mr [redacted] , Family Auto Service owner directly to close the matter at your convenience: [redacted] We appreciate your time and consideration All my Best, [redacted] | [redacted] o |

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. see attached Regards, [redacted] ***To: Family Auto Service [redacted] ***Attn: [redacted] , OwnerRef: Invoice # [redacted] Hellu-Mr. [redacted] ;April15, 2015Please note that as of today, you have not taken care of my stained pavers that weredamaged due to the poor oil change service of my [redacted] car, by your Family AutoService shop. When you visited my house with your technician, [redacted] , you t<?ld methat you will try to remove the stains from the driveway. You also told me to get anestimate for replacing about 30-35 damaged pavers. I got the estimate and thereplacement of the pavers will cost $650.00.I have given you enough time to take care of the problem to fix my driveway. If youdo not take care of replacing the pavers by April30, 2015, I have no choice but tosettle the matter in Court and subpoena the following people.1. [redacted] , General Manager2. [redacted] *.3. [redacted] 4 [redacted] , OwnerI am also in the process to notify the City Attorney that your monthly brochuremisleads the public that your shop Family Auto Service is accredited by BetterBusiness Bureau ( BBB ). Your brochure also says that oil change is" MOSTVEHICLES ONLY $19.95 ".I wonder how many oil changes you have actually done atthat price. I am also sending a copy of this letter to RevDex.com. [redacted] ***

Business states they notified consumer prior to doing the repair work that because she brought her own parts in, there would be no warranty on the workThe invoice that they provided to her clearly states thisConsumer agreedWhen consumer came back, the business stated they would perform the repair work, but would charge for laborThe consumer refused the repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Note:Please note that I have requested Family Auto Service via letter dated April 15, to take care of my stained driveway payvers due to their poor oil change service of my *** carI have already filed a law suit against this business and serverd them legal pappersLet the court decide this case. Thank you,*** ***

#1-i brought my car into this establishment for a loose Battery Cable issue
unwanted visits later I feel *** took advantage of me and didn't even fix my carit was dead times and had to get it jumped overtime to drive it back there just to have it die againit was NEVER THE BATTERY TO BEGIN Withi HAD to take it to another place because something isn't right over there after visitsand I found out it was just a simple red positive battery 12$ cordcharged
#2- a man named *** lied to my face about the labor being started on a windshield wiper pump (small issue) I came there randomly to get a package I left in the back seat and the work had NOT been started & told *** NOT TO DO THE WORK AS THE INVOICE was too highhe did it anyway without my permission200$
3- Carburetorthe carburetor WAS leaking gas a few days later after bringing it in a few times strange*** sends me a 1500$ invoice for parts and labor, this is a 375% increase on parts

I apologize for this letter not being sent within 7 days but we didn't receive it until todayJuly 25th.Mr Ben [redacted]'s car was dropped at our Repair facility after hours on June 23rd by a3rd party towing company which is not affiliated with our business. His personalinformation was not on the the...

tow bill, only the make, model and VIN number of thecar and a note from the tow truck driver stating “key fob broken upon arrival”. We wereunaware of what the vehicle was here for or who it belonged to until late Mondayafternoon when Mr [redacted] finally called us. We diagnosed the vehicle as having a badstarter and wiring which was melted. We replaced the starter with a Duralast brandwhich has a lifetime warranty, while it is not a manufacture part it has very good quality.A manufacture brand would have cost Mr [redacted] a lot more money and since he statedseveral times that he was concerned about the cost of the repair we were doingeverything possible to save him money. So if the starter we installed was faulty as heclaims we would have replaced it at no cost to him. Once the parts were replaced the vehicle still wouldn't start. After several hours of research and looking for the missingpieces of the key fob in the car, my technician put the key fob back together as best ascould and then the vehicle started. With a broken key fob the transponder inside the fobcannot communicate with the cars PCM to tell it to turn the fuel pump on and so forth.While the car was running, my technician noticed the loud exhaust and found it leakingat the exhaust manifold which was blowing hot air right towards the heat shield behindthe starter. He then told our [redacted] that if that is not fixed it could ruin the newstarter. When Mr [redacted] picked up his vehicle our [redacted] specifically toldhim more than once that if he didn't repair the exhaust leak he could end up having toreplace the starter again. She also told him that his key fob is broken and to get a newone or he could end up stranded again.Mr [redacted] has stated that a Mitsubishi Dealership told him that our repairs werefaulty. We are requesting to see copies of that diagnosis and the documentation that hesays he has. Because any auto technician will tell you that constant cranking on a starterwill burn it up, also direct high heat blowing on it can also burn it up. We find it verydifficult to believe that this dealership would have told him any of the things he isclaiming. If so, we would like to see that in writing.When Mr [redacted] was quoted the cost for this repair he was not happy with the priceand since his step father is good friends and neighbors with one of our business ownerswe agreed to give him a discount on the labor of $173.40 as a goodwill gesture.We are enclosing a copy of his invoice and a copy of the tow truck invoice. Mr [redacted]and his wife were constantly calling our facility and verbally aggressive in demanding totalk to an owner when the owner is good friends and neighbors with his step father. Wewill not be issuing any type of refund. We stand behind our quality of work. If this hadbeen a workmanship issue we would have been more than happy to correct or repair it atno charge. However, since Mr [redacted] was clearly told that this would most likelyhappen again if the exhaust leak was not repaired it is our position that we are in no wayresponsible.

Hello [redacted]-
 
Thank you for reaching out to us regarding Case No.  [redacted].
 
First and foremost, let us apologize for the misunderstanding.  As of March this matter had officially closed.  We have responded by not only communicating via your mediation service but our service technician had gone to the complainant, Mr. [redacted]’s home on three (3) separate occasions.  In addition, the owner himself went to the property to talk with Mr. [redacted]. 
 
The owner tried to address the matter at that time; Mr. [redacted] was argumentative and not responsive to the resolution offered.
 
At this time, we have no other response for him as nothing has changed—since our letter dated 03/10/15.  We are not liable for the oil stains.  We have photos to show that there were other vehicles parked in the driveway and unable to deduce whether the stains were there prior to his appointment with us—when he brought the car back, our technician found the area ‘dry’ and showed it to Mr. [redacted]—there weren’t signs of a leak from his vehicle OR whether they came from other vehicles as he did not allow us to continue the investigation on site.
 
We have not received complaints from other customers regarding oil leaks since we opened business.
 
We made more than a good faith effort to come to an understanding where unfortunately, Mr. [redacted] was not satisfied.  I’m afraid there isn’t more we can do for him.  If we were clearly responsible, we would absolutely do our part to fix it, but in this case, it is clear the leak did not come from the oil service we provided on his vehicle.
 
If you have any further questions or concerns regarding this matter, please feel free to call Mr. [redacted], Family Auto Service owner directly to close the matter at your convenience: [redacted].
 
We appreciate your time and consideration. 
 
All my Best,
[redacted]  | [redacted] o |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
see attached
Regards,
[redacted]To: Family Auto Service[redacted]Attn: [redacted], OwnerRef: Invoice # [redacted]Hellu-Mr.[redacted];April15, 2015Please note that as of today, you have not taken care of my stained pavers that weredamaged due to the poor oil change service of my [redacted] car, by your Family AutoService shop. When you visited my house with your technician, [redacted], you t<?ld methat you will try to remove the stains from the driveway. You also told me to get anestimate for replacing about 30-35 damaged pavers. I got the estimate and thereplacement of the pavers will cost $650.00.I have given you enough time to take care of the problem to fix my driveway. If youdo not take care of replacing the pavers by April30, 2015, I have no choice but tosettle the matter in Court and subpoena the following people.1. [redacted], General Manager2. [redacted].3. [redacted]4[redacted], OwnerI am also in the process to notify the City Attorney that your monthly brochuremisleads the public that your shop Family Auto Service is accredited by BetterBusiness Bureau ( Revdex.com ). Your brochure also says that oil change is" MOSTVEHICLES ONLY $19.95 ".I wonder how many oil changes you have actually done atthat price. I am also sending a copy of this letter to Revdex.com.[redacted]

Reference No:  [redacted]
Consumer Name:  [redacted]...

[redacted] 
Date:  March 10, 2015
 
Dear [redacted] & [redacted]-
 
Please accept our sincerest apologies for our slow response.
 
Taking good care of our customers is very important to us.  We pride ourselves for our customer service which is what we expect to set us apart from other Auto Repair Shops. 
 
I have completed a fairly exhaustive investigation into this situation, and the series of events, as I understand them, which included the owner himself having gone to the customers’ property to assess the situation and I am not sure that my team at Family Auto Service has not gone above and beyond normal expectations to resolve this matter.  With that said, it is not to say the matter was not being addressed, it had—we simply hadn’t reported the results to the Revdex.com.  Please find below a summary of what had transpired to date.
 
Mr. [redacted] and his wife went to our repair shop for an oil change of his 2008 [redacted] ES-350 on Wednesday November 19th 2014.  On Saturday November  22nd he returned & shared his concern that the vehicle was leaking oil.  Our team put the car up on the lift and was unable to find any oil leaks whatsoever from the drain plug area or oil filter area.  Our team showed Mr. [redacted] that the drain plug area and oil filter area was dry.  He said to our General Manager, [redacted] that he had taken the vehicle to the [redacted] Dealership where they had repaired a leak at the drain plug area.  But when we asked for documentation from that visit, Mr. [redacted] changed his story and said that he had not gone to the [redacted] Dealership at all.  We agreed to send one of our  team members to assist in cleaning up the oil drips anyway.
 
Our tech attempted to clean the driveway with various cleaners and was unsuccessful.  Our tech went a 2nd time with different cleansers and was still unsuccessful.  While there on both occasions, our technician noted there was 1982/1983 VW Westalia van (we have photos) parked in different spots around the driveway with oil drips all over.
 
The following Monday  November 24th the Owner and the technician went out for a 3rd visit, at Mr. [redacted]’s request, to his home to assess the situation.  The Owner kindly spoke to Mr. [redacted] and suggested that it could potentially be the van, and he showed him a photo of the van parked in the driveway with oil drips underneath it. At this point Mr. [redacted] became very upset, angry, belligerent and our Owner and Technician left.
 
We made every attempt to help this gentleman out even after we deduced that there weren’t any oil leaks coming from the vehicle, as a customer satisfaction/courtesy more than anything else.
 
We do not feel that the oil drips on Mr. [redacted]’s driveway are Family Auto Service’s responsibility and we find it very disturbing that he did not want any photos taken of his van on his driveway.
 
If you have any additional questions concerning this matter, please feel free to email or call me and I would be happy to discuss with you further.
 
Kind Regards,
 
[redacted]  | [redacted] m | Family Auto Service |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
see attached
Regards,
[redacted]
To: Family Auto Service[redacted]Attn: [redacted], OwnerRef: Invoice # [redacted]Hellu-Mr.[redacted];April15, 2015Please note that as of today, you have not taken care of my stained pavers that weredamaged due to the poor oil change service of my [redacted] car, by your Family AutoService shop. When you visited my house with your technician, [redacted], you t<?ld methat you will try to remove the stains from the driveway. You also told me to get anestimate for replacing about 30-35 damaged pavers. I got the estimate and thereplacement of the pavers will cost $650.00.I have given you enough time to take care of the problem to fix my driveway. If youdo not take care of replacing the pavers by April30, 2015, I have no choice but tosettle the matter in Court and subpoena the following people.1. [redacted], General Manager2. [redacted].3. [redacted], OwnerI am also in the process to notify the City Attorney that your monthly brochuremisleads the public that your shop Family Auto Service is accredited by BetterBusiness Bureau ( Revdex.com ). Your brochure also says that oil change is" MOSTVEHICLES ONLY $19.95 ".I wonder how many oil changes you have actually done atthat price. I am also sending a copy of this letter to Revdex.com.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Note:
Please note that I have requested Family Auto Service via letter dated April 15, 2015 to take care of my stained driveway payvers due to their poor oil change service of my [redacted] car. I have already filed a law suit against this business and serverd them 
legal pappers. Let the court decide this case. 
Thank you,
[redacted]

Hello [redacted]- Thank you for reaching out to us regarding Case No.  [redacted]. First and foremost, let us apologize for the misunderstanding.  As of March this matter had officially closed.  We have responded by not only communicating via your mediation service but our service technician had gone to the complainant, Mr. [redacted]’s home on three (3) separate occasions.  In addition, the owner himself went to the property to talk with Mr. [redacted].  The owner tried to address the matter at that time; Mr. [redacted] was argumentative and not responsive to the resolution offered. At this time, we have no other response for him as nothing has changed—since our letter dated 03/10/15.  We are not liable for the oil stains.  We have photos to show that there were other vehicles parked in the driveway and unable to deduce whether the stains were there prior to his appointment with us—when he brought the car back, our technician found the area ‘dry’ and showed it to Mr. [redacted]—there weren’t signs of a leak from his vehicle OR whether they came from other vehicles as he did not allow us to continue the investigation on site. We have not received complaints from other customers regarding oil leaks since we opened business. We made more than a good faith effort to come to an understanding where unfortunately, Mr. [redacted] was not satisfied.  I’m afraid there isn’t more we can do for him.  If we were clearly responsible, we would absolutely do our part to fix it, but in this case, it is clear the leak did not come from the oil service we provided on his vehicle. If you have any further questions or concerns regarding this matter, please feel free to call Mr. [redacted], Family Auto Service owner directly to close the matter at your convenience: [redacted]. We appreciate your time and consideration.  All my Best,[redacted]  | [redacted] o |

Reference No:  [redacted]Consumer Name:  [redacted] Date:  March 10, 2015 Dear [redacted] & [redacted]- Please accept our sincerest apologies for our slow response. Taking good care of our customers is very important to us.  We pride ourselves for our customer...

service which is what we expect to set us apart from other Auto Repair Shops.  I have completed a fairly exhaustive investigation into this situation, and the series of events, as I understand them, which included the owner himself having gone to the customers’ property to assess the situation and I am not sure that my team at Family Auto Service has not gone above and beyond normal expectations to resolve this matter.  With that said, it is not to say the matter was not being addressed, it had—we simply hadn’t reported the results to the Revdex.com.  Please find below a summary of what had transpired to date. Mr. [redacted] and his wife went to our repair shop for an oil change of his 2008 [redacted] ES-350 on Wednesday November 19th 2014.  On Saturday November  22nd he returned & shared his concern that the vehicle was leaking oil.  Our team put the car up on the lift and was unable to find any oil leaks whatsoever from the drain plug area or oil filter area.  Our team showed Mr. [redacted] that the drain plug area and oil filter area was dry.  He said to our General Manager, [redacted] that he had taken the vehicle to the [redacted] Dealership where they had repaired a leak at the drain plug area.  But when we asked for documentation from that visit, Mr. [redacted] changed his story and said that he had not gone to the [redacted] Dealership at all.  We agreed to send one of our  team members to assist in cleaning up the oil drips anyway. Our tech attempted to clean the driveway with various cleaners and was unsuccessful.  Our tech went a 2nd time with different cleansers and was still unsuccessful.  While there on both occasions, our technician noted there was 1982/1983 VW Westalia van (we have photos) parked in different spots around the driveway with oil drips all over. The following Monday  November 24th the Owner and the technician went out for a 3rd visit, at Mr. [redacted]’s request, to his home to assess the situation.  The Owner kindly spoke to Mr. [redacted] and suggested that it could potentially be the van, and he showed him a photo of the van parked in the driveway with oil drips underneath it. At this point Mr. [redacted] became very upset, angry, belligerent and our Owner and Technician left. We made every attempt to help this gentleman out even after we deduced that there weren’t any oil leaks coming from the vehicle, as a customer satisfaction/courtesy more than anything else. We do not feel that the oil drips on Mr. [redacted]’s driveway are Family Auto Service’s responsibility and we find it very disturbing that he did not want any photos taken of his van on his driveway. If you have any additional questions concerning this matter, please feel free to email or call me and I would be happy to discuss with you further. Kind Regards, [redacted]  | [redacted] m | Family Auto Service |