Park Muffler Radiator Brakes & Tires

Initial Business Response /* (1000, 5, 2015/05/15) */
Revdex.com of Central and Northern Alberta
XXXXX - XXXth Avenue
EDMONTON, AB
TsP OL
ATTN: *** ***
Marketplace Counsellor
RE: Case # XXXXXXX - S *** - *** *** Plates:
Dear Cordell
Nouch:
This is in response to your letter of May 11th, 20'which was received by mail on Wednesday,
May 13th, informing us that a customer was not happy and had filed a complaint about our
serviceWe maintain a "first-come, first-serve" policy and we do make an effort to check out
customer's vehicles in a timely manner Upon checking with our staff, the following steps had
been taken:
We received a call from *** *** on Wednesday, May 06th and she said that they
needed a fuel pump changed, that they would supply the fuel pump and asked if we will do
itWe said no problem and the truck arrived at l:15PMShe said that it was running
poorly, the "check engine light" was on but it has been on previously She said the fuel
pressure was low when driving and a fuel pump was in the truck if it was required
Upon checking, it was noted that no fuel pump was requiredThe fuel pressure was okay
and gave a reading of PSlA scan test was performed and the "efficiency catalytic
converter" code came onThe vehicle was hoisted up and it was found that the catalytic
converter was missing and a straight pipe insertedAt this point, we tried to contact the
customer but could not complete the call as the phone number was recorded improperly
She called back at 5:PM and was informed of the problemShe said that another shop
took it out
We wanted to check if any broken pieces were stuck in the muffler so it had to be removed
in order to check but nothing was foundlt was noted that the muffler showed signs of
previous damageWe tested the fuel pressure and still received a reading that it was ok
We told her that a new fuel pump was not required We issued an invoice for $+ GST
which was paidThey took the vehicle but came back complaining that it was the same
problem (lack of power) as beforeAs it was now 6:pm closing time, we gave them a
courtesy car so that they would not be strandedWe said we would recheck and will
replace the fuel pump if she wanted us to but she asked us to check it out first
Another test was performed the next day, but the same readings came backThe
customer said that they were running out of time and needed to goThey had a friend at
home who would help them out at no charge We issued a refund in the amount of
$145.95, so in all, they were charged $total
Customer phoned back a few days later to say that their mechanic found that the fuel pump
was broken in two pieces and replaced itWe replied that the fuel tank had to be pulled out
in order to see the fuel pump but we never pulled the fuel tank outThe Scan test and the
pressure test had readings that everything was okayShe was very frustrated and stated
that we didn't know what we were doing and hung up angrily
We tried our best to help this customer out so it is with regret that this situation developed in this
way"Customer satisfaction has always been our motto"
Sincerely,
*** ***
Manager r
Park Muffler Radiator