P & M Auto Mechanic

I have reviewed the response offer 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 This email is being sent on behalf of my husband ( [redacted] N [redacted] , Sr.) to respond to the email below from MrSantiago/ P & M Auto Mechanics: Complaint ID [redacted] Good afternoon Ms [redacted] Thank you for passing MrSantiago’s response for my review Please be advised that I am not satisfied with his response to my concerns Below is the summary of events that led up to me filing the Revdex.com complaint and seeking restitution: · On Tuesday, June 21, 2016, I drove my Ford Excursion to P&M Auto Mechanics to get a leak repaired · Four (4) weeks later, Monday, July 18th I received a call that my vehicle was readyTo come pick it up· Tuesday, July 19th, I took the truck back to the same shop because of loss of power At that time, MrSantiago informed me that the fuel filter should be changedAfter changing the filter, MrSantiago informed me that the vehicle was fine to drive anywhere· Just before the new school year was to start, my family decided to take a trip to [redacted] ** Fully believing that my vehicle was fixed, me, my wife, our son, our daughter and a family friend loaded the Excursion and got on the road On our way back home, Sunday, July 30, 2016, we broke down on Interstate I can’t even begin to convey to you how dangerous sitting on the side of the road with heavy traffic, big trucks passing us at full speed and three teenagers who need to use the restroomWe waited for hours before help arrived My brother-in-law came to pick us up but we had to pay $towing service to get the truck back to Roanoke That same night, the Excursion was returned to MrSantiago’s shop· MrSantiago brought up the issue of my spark plugs; I had no problem with my spark plugs until he worked on my vehicle Even after he used his special tool to fix my plugs; the vehicle still had an issue days later! My point is my vehicle had an leak but it was drivable until he worked on it Now the truck won’t even start up!! MrSantiago also mentioned he did my work in a timely manner From July 27, until November 17, 2016, my tube sat behind his shop I called him to check on the status and stopped by numerous times just to see my vehicle sitting in the same spot, unmoved, for four months MrSantiago called me November 17th to come get my vehicle He informed me that he took my vehicle on I-and it “ran like a champ” I found this to be untrue because my vehicle wouldn’t allow me to exceed mph without shaking and violently sputtering all over the road Once again, as I was driving home, I called MrSantiago and told him what was happening He told me to purchase a can of C-foam What in the world? I made it home only for my truck to stop again and its been in the same spot since I called him in November The truck won’t even start up at this point Using my wife’s car, I went back to MrSantiago’s shop to tell him what happened Since reasonable communication and multiple attempts to get my vehicle fixed have yielded unsatisfactory results, I had no other choice but to contact the Revdex.com The resolution I am seeking is to get my truck fixed – that is, in optimum running condition- with no additional costs from me I need to have full confidence that my vehicle will run properly in town and out of town If P & M can’t honor this, I want a full reimbursement of the money I’ve spent since June 21st, with the exception of the $for the fuel filter To reiterate, my vehicle was in his care for whole months, but it’s no longer functioning When I took it to him, I drove it there with a minor leak I feel it’s unfair for me and my family because I put my trust and my families safety in his care and I have not received good customer service Thank you for your assistance in this matter I can be reached at [redacted] if you need something further [redacted] , Sr

I have reviewed the response offer 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.
This email is being sent on behalf of my husband ([redacted], Sr.) to respond to the email below from Mr. Santiago/ P & M Auto Mechanics: Complaint ID [redacted].  Good afternoon Ms. [redacted] Thank you for passing Mr. Santiago’s response for my review.  Please be advised that I am not satisfied with his response to my concerns.  Below is the summary of events that led up to me filing the Revdex.com complaint and seeking restitution: ·         On Tuesday, June 21, 2016, I drove my Ford Excursion to P&M Auto Mechanics to get a leak repaired ·         Four (4) weeks later, Monday, July 18th I received a call that my vehicle was ready. To come pick it up. ·         Tuesday, July 19th, I took the truck back to the same shop because of loss of power.  At that time, Mr. Santiago informed me that the fuel filter should be changed. After changing the filter, Mr. Santiago informed me that the vehicle was fine to drive anywhere. ·         Just before the new school year was to start, my family decided to take a trip to [redacted].   Fully believing that my vehicle was fixed, me, my wife, our son, our daughter and a family friend loaded the Excursion and got on the road.  On our way back home, Sunday, July 30, 2016, we broke down on Interstate 81.  I can’t even begin to convey to you how dangerous sitting on the side of the road with heavy traffic, big trucks passing us at full speed and three teenagers who need to use the restroom. We waited for 2 hours before help arrived.  My brother-in-law came to pick us up but we had to pay $488.00 towing service to get the truck back to Roanoke.   That same night, the Excursion was returned to Mr. Santiago’s shop. ·         Mr. Santiago brought up the issue of my spark plugs; I had no problem with my spark plugs until he worked on my vehicle.  Even after he used his special tool to fix my plugs; the vehicle still had an issue 9 days later! My point is my vehicle had an leak but it was drivable until he worked on it.  Now the truck won’t even start up!! Mr. Santiago also mentioned he did my work in a timely manner.  From July 27, 2016 until November 17, 2016, my tube sat behind his shop.  I called him to check on the status and stopped by numerous times just to see my vehicle sitting in the same spot, unmoved, for four months.  Mr. Santiago called me November 17th to come get my vehicle.  He informed me that he took my vehicle on I-581 and it “ran like a champ”.  I found this to be untrue because my vehicle wouldn’t allow me to exceed 40 mph without shaking and violently sputtering all over the road.  Once again, as I was driving home, I called Mr. Santiago and told him what was happening.  He told me to purchase a can of C-foam.   What in the world?  I made it home only for my truck to stop again and its been in the same spot since I called him in November.    The truck won’t even start up at this point.   Using my wife’s car, I went back to Mr. Santiago’s shop to tell him what happened.    Since reasonable communication and multiple attempts to get my vehicle fixed have yielded unsatisfactory results, I had no other choice but to contact the Revdex.com.  The resolution I am seeking is to get my truck fixed – that is, in optimum running condition- with no additional costs from me.  I need to have full confidence that my vehicle will run properly in town and out of town.  If P & M can’t honor this, I want a full reimbursement of the money I’ve spent since June 21st, with the exception of the $42 for the fuel filter.  To reiterate, my vehicle was in his care for 4 whole months, but it’s no longer functioning.  When I took it to him, I drove it there with a minor leak.  I feel it’s unfair for me and my family because I put my trust and my families safety in his care and I have not received good customer service.  Thank you for your assistance in this matter.  I can be reached at [redacted] if you need something further. [redacted], Sr.

On Monday 11/28/16 I received a letter in regards to Customer Complaint #[redacted]. I am responding to clarify a few concerns on this Complaint. The Customer originally brought the vehicle in for an Oil Leak and an "Estimate" was produced at that time (Ref. #[redacted]). Once the Job was started it was...

discovered that he wouldn't need to do the Head Gaskets Set. In fact he would be saving money on Parts and Labor because only the Manifold and Valve Cover Gaskets needed to be replaced. A new Invoice was produced and vehicle was picked up on 7/18/16 (Ref. #[redacted]). On the following day the Customer called specifying that the vehicle is taking a while to start in the morning. It was then Diagnosed and found that the Fuel Filter had never been changed, was clogged and not letting the fuel pass through 7/21/16 (Ref. #[redacted]). Customer Appeared to be Satisfied with our Services at time of Pick-Up. Towards the Middle of October the Customer called about the vehicle loosing power and described hearing something pop or coming loose. Customer then dropped vehicle off during the weekend for it to be checked. Later that week it was discovered through the Customer that Someone else had been working on the vehicle. When they were trying to replace the Spark Plugs, the Plugs were tightened to the point that #4 was stripped and fired straight out. At this point the Customer was completely aware of the fact that we would have to Repair the strip in order to Replace the Spark Plug Correctly. Special Tools were ordered to do the repairs and vehicle was finished and returned to Customer in a Timely Manor. Customer has not contacted us since the vehicle has been in his possession and it was assumed that all was well. We here at P&M Auto Mechanic always encourage our Customers to give us a call if they have any concerns. All Work is Covered by Warranty!