Markquart Motors

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

This complaint is from months ago and the two people who handled the situation are no longer employees of the company so I spoke to the service manager who did not handle the situation and he said he was aware of what happened He said that the vehicle in question came in with the problem with the window The complainant's son admitted as much The job that we did for the vehicle was to install two tires There is nothing about installing tires that could affect the windowWe rejected the request to repair the window because it was a pre-existing problem.John [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below As I already stated in the complaint, the condition with the window was not present before we brought it in to the shop, and the employee I spoke with informed me that a different employee had damaged the mechanism during their cleaning of the vehicle Therefore, your statement regarding the condition with the window as being "pre-existing" in incorrect, as the problem was not present before I brought it to your shop, then after it was serviced, the problem was present, as admitted by your employee, due to their actions As such, I am not withdrawing the complaint as this is an entirely unsatisfactory response to a very simple, clear, and concise problem Regards, James [redacted]

The complaints filed by Ms [redacted] are either ridiculous or frivilous and are so far from reasonable that I barely know where to begin addressing them but let us begin with the mileage allegation First, Ms [redacted] does not drive the vehicle her son does How would she know how much he drives Second, 25,miles in months seems to be a very amount of miles Third, we have recorded the miles consistently over that time period and there are no discrepancies or irregularities in the pattern of the miles on the vehicle Fourth, we have no ability to change the mileage on the vehicle It is digital and outside our control If we wanted it changed we would need to pull the cluster and send it to the factory to have it reset Fifth, why would we want to do this? How would we benefit? This allegation is absolutely absurd!The other allegations seem to be that we have given them bad service and that we have not properly repaired the vehicle when it was brought in for service It is our position that we properly repaired the issues on the truck that we worked on It should be noted that Ms [redacted] 's son worked ont he truck himself and we know for a fact that he did not complete all the work correctly, contributing to his problems I asked my service manager [redacted] to respond to some of the allegations in the complaint Here is his response: [redacted] ’s GMC K truck was purchased in May of with 139,miles and as of April of the vehicle has 164,miles We have very strict process in place to make sure all information on every repair order is done correctly All communications in regards to repairs on the truck were through [redacted] and not [redacted] [redacted] has been in communication with myself and our Service Advisor [redacted] throughout the years he has owned the truck [redacted] has brought different concerns to our attention through the years and I feel we have made every repair correctly that we could verify [redacted] has been performing repairs on the truck himself that were not covered by this Dealership or his extended warranty When going through all the repairs over the year period, [redacted] has paid approximately out of pocket for repairs not covered by his extended warranty [redacted] currently has an issue with the injectors in his engine and this was not a concern that was presented before his extended warranty had expired Going through the vehicles history since purchase I do not see were the [redacted] was continually bringing the truck in for the same issues Per the Customers comments of not being able to set appointments or calling [redacted] back, all of my conversations with [redacted] were in person when he would bring the truck in for repairs Talking with his Service Advisor [redacted] he did state that has been a lot of calls back and forth and messages left due to [redacted] or [redacted] not being able to take the call In no way do I feel that [redacted] or I were disrespectful to [redacted] during any communication that we had with him

This customer was called and a refund is going out to him on Monday I did apologize for the confusion and inconvenience to himThis was our oversight

After Mr [redacted] rejected the response made by my customer care manager I personally reviewed the situation and believe I can speak confidently about what went wrong with our handling of the customer As part of my review I listened to the original call, reviewed the quote generated by our service process when Mr [redacted] came in to have us diagnose his problem, and I had my service manager look up in Alldata the time allowed to replace the brake line Here is a summary of what I discovered: Mr [redacted] spoke to our service advisor [redacted] and asked legitimate questions about the price to replace the brake line [redacted] recommended that the customer bring in the vehicle so we could accurate diag his problem and cited all the variables associated with a brake line repair on an older vehicle Mr [redacted] pressed [redacted] for a number for the repair [redacted] make comments on the call that suggested to me that he did not know exactly which line Mr [redacted] was referring to After further description from Mr [redacted] expressed that he understood and took a minute or so to apparently look up the time on his computer [redacted] came back on the line and stated that the job would take an hour which would be a hundred dollars He said he wasn't sure on parts prices He and Mr [redacted] discussed the possibility of stainless steel lines and [redacted] again said he could not say The both seemed to agree that $for parts should be enough [redacted] repeated, for about the 4th time on the call, the best thing to do would be to bring in the vehicle so we could get him a “real” estimate As part of my research I sought to understand why we could quote $for a job for labor and end up with a $quote for the same job? I thought that either [redacted] or the tech who provided the labor estimate must have made a mistake I wondered how this could be To answer this question I asked my service manager to use our All Data service to calculate the time allowance while [redacted] and I watched It turned out that All Data does NOT have a time allowance for changing the brake line in question My service manager speculated that the reason is that there is so much variability due to rust and corrosion causing additional problems that a time allowance would not be workable I asked how we arrived at our estimate He stated that the technician must have provided the estimate based upon his inspection of the vehicle As we looked at All Data it seemed probably that [redacted] was looking at the labor for installing a brake hose, not the brake line The times for the brake hoses were all just over or under one hour I can’t be certain but it seems likely that is where [redacted] came up with the hour estimate.Here are my conclusions: [redacted] should not have quoted Mr [redacted] an estimate Instead, he should have stuck to his recommendation that Mr [redacted] bring in his vehicle for a diagnoses and estimate[redacted] definitely gave the impression that labor would be about $even though he repeatedly recommended Mr [redacted] come down so we could give him a “real” estimate.Mr [redacted] was reasonable to expect our labor to be in the range of $based upon the conversation.The reason for the discrepancy, however, is not our desire to lure in the customer with a bait and switch It simply results from [redacted] using the All Data labor time guide inaccurately.In short, we did not handle the situation properly but we were not trying to take advantage of Mr*** It was a mistake We apologized and refunded his money and I think that is the right thing to do.John [redacted]

Here are the facts: We fixed his tire. There is nothing we could do in fixing his tire that could cause the window to break. There is no part of the tire fixing process that involves the window. If we operate a control on the vehicle in a usual and customary manner and the component fails, it is not our responsibility. It would have to have been broken already to fail or on the brink of failure in order for it to fail simply by operating it. Furthermore, the son of the vehicle owner told our personnel that the window was already broken. Our organization takes great pride in standing up and taking responsibility when we are at fault. We also spend money on situations where we know we are not at fault but we believe that a reasonable person could believe we are at fault based on the circumstances. If fact, we spend thousands of dollars doing so each month. We would do so in this case if there was any merit. This is none. If there was an extenuating circumstance that I am unable to imagine at this time that would affect my assessment, then the customer should have pushed the issue back when it happened. I would have gladly listened to his situation and done my best to determine what was fair. Now, five months later, it is almost impossible for me to know exactly what happened so I am forced to look at the facts. Those facts are that we fixed a tire on an older vehicle with high miles and somehow the window failed while it was in our shop or maybe before it was in our shop. Either way, it is far more likely that the failure of the window was already present or eminent than it is that our employee somehow maliciously or irresponsibly operated a window causing it to failThis is why is am rejecting the customer's request

This complaint is from 5 months ago and the two people who handled the situation are no longer employees of the company so I spoke to the service manager who did not handle the situation and he said he was aware of what happened.  He said that the vehicle in question came in with the problem...

with the window.  The complainant's son admitted as much.  The job that we did for the vehicle was to install two tires.  There is nothing about installing tires that could affect the window. We rejected the request to repair the window because it was a pre-existing problem.John [redacted]

This customer was called and a refund is going out to him on Monday.   I did apologize for the confusion and inconvenience to him. This was our oversight.

After
Mr. [redacted] rejected the response made by my customer care manager I personally
reviewed the...

situation and believe I can speak confidently about what went
wrong with our handling of the customer.  As part of my review I listened
to the original call, reviewed the quote generated by our service process when
Mr. [redacted] came in to have us diagnose his problem, and I had my service manager
look up in Alldata the time allowed to replace the brake line.  Here is a
summary of what I discovered:     1. 
Mr. [redacted] spoke to our service advisor [redacted] and asked legitimate
questions about the price to replace the brake line.     2. 
[redacted] recommended that the customer bring in the vehicle so we could accurate
diag his problem and cited all the variables associated with a brake line
repair on an older vehicle.     3. 
Mr. [redacted] pressed [redacted] for a number for the repair.     4. 
[redacted] make comments on the call that suggested to me that he did not know
exactly which line Mr. [redacted] was referring to.5. 
After further description from Mr. [redacted] expressed that he understood and
took a minute or so to   apparently look
up the time on his computer.     6. 
[redacted] came back on the line and stated that the job would take an hour which
would be a hundred dollars.  He said he wasn't sure on parts prices. 
He and Mr. [redacted] discussed the possibility of stainless steel lines and [redacted]
again said he could not say.  The both seemed to agree that $100 for parts
should be enough.     7. 
[redacted] repeated, for about the 4th time on the call, the best thing to do would
be to bring in the vehicle so we could get him a “real” estimate.     8. 
As part of my research I sought to understand why we could quote $100 for a job
for labor and end up with a $336 quote for the same job?  I thought that
either [redacted] or the tech who provided the labor estimate must have made a
mistake.  I wondered how this could be.     9. 
To answer this question I asked my service manager to use our All Data service
to calculate the time allowance while [redacted] and I watched.  It turned out
that All Data does NOT have a time allowance for changing the brake line in
question.  My service manager speculated that the reason is that there is
so much variability due to rust and corrosion causing additional problems that
a time allowance would not be workable.  I asked how we arrived at our
estimate.  He stated that the technician must have provided the estimate
based upon his inspection of the vehicle. 
As we looked at All Data it seemed probably that [redacted] was looking at
the labor for installing a brake hose, not the brake line.  The times for the brake hoses were all just
over or under one hour.  I can’t be
certain but it seems likely that is where [redacted] came up with the hour estimate.Here
are my conclusions:[redacted] should not have quoted Mr. [redacted] an estimate.  Instead, he should have stuck to his recommendation that Mr. [redacted] bring in his vehicle for a diagnoses and estimate.[redacted] definitely gave the impression that labor would be about $100 even though he repeatedly recommended Mr. [redacted] come down so we could give him a “real” estimate.Mr. [redacted] was reasonable to expect our labor to be in the range of $100 based upon the conversation.The reason for the discrepancy, however, is not our desire to lure in the customer with a bait and switch.  It simply results from [redacted] using the All Data labor time guide inaccurately.In short, we did not handle the situation
properly but we were not trying to take advantage of Mr. [redacted].  It was a mistake.  We apologized and refunded his money and I
think that is the right thing to do.John [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I already stated in the complaint, the condition with the window was not present before we brought it in to the shop, and the employee I spoke with informed me that a different employee had damaged the mechanism during their cleaning of the vehicle.  Therefore, your statement regarding the condition with the window as being "pre-existing" in incorrect, as the problem was not present before I brought it to your shop, then after it was serviced, the problem was present, as admitted by your employee, due to their actions.  As such, I am not withdrawing the complaint as this is an entirely unsatisfactory response to a very simple, clear, and concise problem.
Regards,
James [redacted]

Revdex.com:  First of all my name is [redacted] like the Revdex.com has it, not [redacted]. The response is full of inaccuracies. The estimate that was quoted was $100 to $200 and I expected maybe even $250.When I received the phone call about my truck it was stated that the good news was they could just change the one line but they wanted to leave the old line in place and just put the new line in a different location. I stated that would be fine. Then he told me it was going to be $450 dollars. I was in shock.  [redacted] was not wrong.... Once I had the parts from the parts store, I jacked the truck up on one side and with a creeperchanged the line myself in about an hour and removing the old line besides. I should have never been charged the diagnostic charge because I told them the exact line that it was. Certainly has the appearance ofa bait and rip to me.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Richard [redacted]