Spitfire Aviation Services, LLC

February 15, [redacted] Complaint ID: [redacted] On 01/06/17, the customer visited Service Street for repairs, in which the customer provided the parts for He provided the starter, coolant pipes, and thermostat in which he requested to be replaced by one of our technicians He also requested we perform a routine oil change as well as diagnose the check engine light for fault codes, some in which the customer provided (fault code [redacted] PCV heater, code [redacted] crank position/cam position correlation and [redacted] cam position timing over advanced) After diagnostics, we found, in addition to what the customer provided, a few other items that needed replaced We provided the customer with an estimate for the parts he provided, tire mount/balance, diagnostics, and other items we felt needed replaced Upon the customer’s approval, we moved forward with the repairUnfortunately the thermostat the customer provided was incorrect, therefore we had to order the correct part Over the course of a few days, we successfully finished the vehicle repairs The vehicle seemed to run great, although the check engine light appeared with a different fault code ( [redacted] inlet camshaft position above/below limit) Upon further diagnostics, it appeared the timing chains were stretched based on the mileage of the vehicle We recommended the customer have the timing chains replaced at a [redacted] dealership, as we are unable to perform that particular repair On 01/23/17, the customer came to Service Street with a report from [redacted] , suggesting our technician had bent the reluctor ring on the driver camshaft, along with pictures I explained to the customer we needed a work order from [redacted] so that we could review We explained to the customer that after review, he needed to bring the vehicle back for further inspection, so that the dealership would possibly reimburse him for any damage caused by our technician The customer declined and requested we pay for the repairs/damage After a few misunderstandings, we decided to go to the dealership ourselves to inspect and speak to the service manager and technician in person After discussion, we concluded we were not responsible for bending the reluctor ring, as this is hard to do so, as technician had no issues removing and replacing parts We decided to pay the dealership for their inspection, and for them to release the vehicle back to us We explained to the customer, the ring does not need replaced, we can bend it to its original form We explained that if we broke the part while trying to bend, we would replace it at no cost to the customer The customer approved the repair On 02/13/17, our technician was able to successfully bend the ring back in place We reinstalled the valve cover and test drove the vehicle The check engine light did not return Since the Revdex.com complaint was filed, we have been able to come to an understanding and regret the obstacles faced in performing repairs for the customer’s vehicle We hope the customer will visit us again if any further repairs are needed Thank you, [redacted] Regional Manager Service Street

After reviewing the customer's complaint and performing an internal investigation, we stand by our original response The customer visited our location to replace headlight bulb, but with further diagnostics, we found the harness was melted and needed to be replacedWe spoke with our ASE certified technician with 30+ experience in automotive repair and do not believe he was responsible for the melted part We would like to invite the customer back to our shop so we can examine the vehicle further, and replace the melted harness in order to get the customer's headlights functioning properly In closing, we do not take responsibility for the melted part, but we are glad to replace the part so the customer has properly functioning headlights With regards, [redacted] Regional ManagerService Street

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ August 12, Service Street XXXXX [redacted] , [redacted] XXXXX Case #XXXXXXXX To Whom It May Concern: This is to inform you that Revdex.com complaint case number XXXXXXXX has been resolved with the customer [redacted] and I came to an agreement about the complaint on 8/03/We offered to honor the coupon and for his inconvenience we gave him an additional $off towards the replacement of his battery [redacted] accepted the offer and returned to have the battery installed on 8/4/on repair order XXXXXXXWe are happy to have this issue resolvedPlease feel free to contact me with any other questions or concerns Thank you, [redacted] General Manager Service Street [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

The customer brought in vehicle and stated he wanted front and rear differential service performed on his [redacted] After interviewing the staff at our Parker location, I found that we were never advised the customer ever requested an oil changeThe invoice does not have a charge for oil change nor does it say that the customer requested an oil changeThe refund was issued back to the customer on the credit card used at the time of payment on 4/14, please see attachment includes invoice, charge and refundWe did attempt to contact the customer numerous times and left multiple voice mails with no return callIn the spirit of customer service, we would be more than happy to offer the customer a free oil change whenever he would like to use it due to the miscommunication of his wanting to do the oil change and information not being clearAs stated on the invoice he was not charged for the oil change only the front and rear differential service but we would be happy to offer him a free oil changeThe wrong charge on his card was a mistake on our staff’s partIf you look at the attached invoices the mistake was made on 4/and the credit was also issued back to the card on the same day 4/Sometimes it will not show as a credit due to his credit card companies refund policy but you can clearly see the date the credit was refunded by Service Street was 4/ Thank you Management Service Street

We have conducted a full investigation into this matterAfter reviewing the complaint and interviewing our staff we have found the following: On or around 3/10/18, the customer brought in vehicle and wanted a new muffler installedHe wanted repair done with a part supplied by the customer himselfWe agreed to install the new mufflerMuffler was installed and customer picked up the vehicle on 3/10/I have also spoken with the customer personallyHis stated complaint was the old muffler had a small dent in itThere is no dispute that the old muffler has a small dent in itI have explained to the customer that exhaust parts are exposed to extreme temps and also extreme rust conditions and that we are not responsible for any damages to old used partsIt is not out of the ordinary to have to go to extreme measures when removing exhaust components including having to cut them off to remove them .This is due to the fact that they are generally stuck together with rust and road grime then heated to extreme temps bonding the metal parts together almost as if it is welding itself together All repairs completed were pre-approved by the customer, the price was agreed to before any work was done and the repair was completed in a timely manner and done to all specificationsI believe our staff has followed all installation and removal procedures properly, was up front about the repair procedure, got approval prior to starting any repairs and the new muffler is operating as it should and currently has no problem’sIt was clearly stated on the customer’s invoice that there is no warranty on parts supplied by the customer and it would be next to impossible to remove an old muffler from a vehicle in the same condition as if it were newHe also stated that he had a problem with the price being highThe customer was told the price before we did any work on his vehicle and he agreed to it and gave us pre-approval to do the work before we started any repairsWe provided the same day service he requested and completed his repair on timeThe customer’s complaint is not about the new muffler we installed his complaint is about the old muffler that we removed from his vehicleAt no point do we take any responsibility for condition of old parts after being removedIn closing I feel that we have done everything possible to provide a high level of customer service to the customerWe properly installed his muffler for the price that was agreed to and completed the service in the time we agreed toI see no fault of Service Street for the damage to the old used mufflerThe old muffler was removed in the only way possible after being rusted to the pipe for a long period of time Thank you, Adrian M [redacted] Regional Manager Service Street

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While I still believe Service Street owes me reimbursement for the broken key they returned when I picked up my car, past experiences with their poor customer service in combination with the many negative responses from other customers shows that this request is a moot pointI will expect my refund to be deposited into my account or a check mailed to me within seven (7) business days Sincerely, [redacted]

From: Service Street [redacted] ** Revdex.com Case # [redacted] We have performed an internal investigation at our [redacted] location and found all processes and procedures have been followedThe staff went above and beyond to satisfy this customer’s needsOn 6/24/17, the customer picked up her vehicle shortly before closing timeThe next we heard from her was on the morning of 6/26/When we were informed of the issue and contacted the customer, we found the vehicle would need to be towed back into the shopWe informed the customer that all repairs done at Service Street come with a year 50,mile warranty and that we would stand behind any work we have doneWe immediately set up a tow and had the vehicle towed to our [redacted] locationAfter inspecting the vehicle we found the caliper slide pins had backed themselves out of the left front brake caliperWe did a complete inspection of the entire braking system for any damage that may have been caused and found no issues with any other component in the braking systemWe ordered new slide pins and completed the repair by early afternoon on 6/26/We contacted [redacted] and she picked up the vehicle later that afternoonWe did apologize for any inconvenience this may have causedWe also offered to compensate [redacted] with instore credit or to give her a free oil change package on this vehicle that would be a $valueWe honored our year 50,mile warranty and will continue to stand behind our workThe vehicles braking system continues to operate properly and there is no issues with the braking system at this time In closing, there was an issue with the caliper slide pins and we fixed it under our year 50,mile warrantyWe took care of the tow and covered all of the parts under warrantyOur staff has went above and beyond to compensate [redacted] for her loss of timeWe understand her frustration and have made every attempt to remedy this situationWe are more than happy to do anything we can to resolve this issue with [redacted] We still extend the offer for compensation from our [redacted] location to accommodate for the loss of time for warranty on the slide pinsIf [redacted] is willing to work with us we are willing to do whatever it takes to come to a fair resolution to this matter Regards- [redacted]

We have performed an internal investigationWe have found after talking to the other repair facility ( [redacted] ***) the compressor has failed on the customer’s vehicleWe have advised the customer all parts replaced come with a year 50,mile warrantyWe replaced the compressor, condenser and all necessary parts required to warranty the AC workWe flushed the system times before installing new parts and followed all procedures necessary to warranty this problemWe have advised the customer that all work is under warranty We encourage the customer to bring in the vehicle so we can replace the failed part under warrantyWe do not feel the customer is due a refund because this issue is due to a part failure and should be handled accordinglyWe will stand behind our warranty for any work that has been done at Service StreetI have interviewed the staff including the General Manager at the [redacted] location that has personally overseen this repair from the flushing of the ac system before repair, to the install of the parts on the vehicleWe have informed the customer he can bring the vehicle to any of our Service Street locations and we will replace the failed parts under warrantyIn closing, we encourage the customer to return to our store so we can replace any failed parts under warrantyWe will honor our year 50,mile warrantyThe customer has been contacted and advised and we are waiting for his response Regards [redacted]

We are currently taking care of this situation at the [redacted] locationI personally picked up the vehicle yesterday and we have the parts needed to fix this issue already orderedThere will be no charge to the customerI have been personally working with the customer to resolve this issueThe customer has expressed he is very happy with the way we are handling the situationWe should have the vehicle back to the customer by the end of business today 7/8/Regards [redacted] [redacted]

On 1/21/2017, a Service Street technician performed an oil change for the customer’s vehicle The customer presented us a coupon for a $oil change specialWe performed the oil change, and mistakenly charged the customer for a synthetic oil changeI called the customer on 1/24/to apologize about the clerical mistake, and I would give her two free oil changes to make up the difference in the priceShe did not accept my offer We apologize for the mistake and we will be refunding the customer the difference of coupon price and synthetic priceWe do not take responsibility for damage to her key We regret the result of the repair price error, and sincerely apologize We will be refunding the customer a grand total of $40.90, this is the difference between what the customer was charged, and the price of a standard oil change of $Thank you, [redacted] Regional Manager Service Street

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We have discussed this matter with the service manager of *** *** *** in *** ***. We reviewed the repair order and concluded the coolant overflow and the radiator cap were reversedWe are taking responsibility for mistakenly mixing the two caps. The service manager at *** *** also informed us that the vehicle is now operating as it should. *** *** charged the customer for diagnostics and coolant to figure out the mistake on our part. We are going to give the customer a refund for this expense We request the customer provide *** ***'s invoice so we know the exact amount to refund the customerIn closing we apologize for any inconvenience this may have causedWe have stood behind our work and will continue to honor our year 50,mile warranty on this repairThe vehicle has no issue with overheating as the issue has been resolvedWe are willing to work with the customer, but we do not feel a full refund of the charges from our repair are justifiedWe will be in contact with the customer in hopes to resolve this furtherRegards *** *** *** ***

The customer brought in vehicle and stated he wanted front and rear differential service performed on his *** ***After interviewing the staff at our Parker location, I found that we were never advised the customer ever requested an oil changeThe invoice does not have a charge for
oil change nor does it say that the customer requested an oil changeThe refund was issued back to the customer on the credit card used at the time of payment on 4/14, please see attachment includes invoice, charge and refundWe did attempt to contact the customer numerous times and left multiple voice mails with no return callIn the spirit of customer service, we would be more than happy to offer the customer a free oil change whenever he would like to use it due to the miscommunication of his wanting to do the oil change and information not being clearAs stated on the invoice he was not charged for the oil change only the front and rear differential service but we would be happy to offer him a free oil changeThe wrong charge on his card was a mistake on our staff’s partIf you look at the attached invoices the mistake was made on 4/and the credit was also issued back to the card on the same day 4/Sometimes it will not show as a credit due to his credit card companies refund policy but you can clearly see the date the credit was refunded by Service Street was 4/ Thank you Management Service Street

Upper level management has performed an internal investigation at our *** locationAfter Interviewing our staff and reviewing the evidence, we found all processes and procedures have been followedThe staff is currently going above and beyond to satisfy this customer’s needsOn 7/27/we
gave a rental car to the customer until the parts come inThe delay in the repair is due to the parts for a *** *** not being readily availableWe have ordered the parts and they will be here next weekThe rental car is being paid 100% by Service Street and will be provided until parts arrive and repair is completeThe problem was a part failure not a workmanship issue. This will be taken care of under our warrantyThe transmission filter neck was cracked and was not allowing transmission to build up proper pressureWe honored our year 50,mile warranty and will continue to honor it We have done everything we can to show we are doing what needs to be done to remedy this situationIn closing, we have stood behind the repair, provided a rental car during the time the vehicle has been at our shop and we are currently waiting for parts to complete the repairOur staff has gone above and beyond to satisfy this customerWe are doing everything we can to resolve this issue quickly. Parts have already been ordered and will be here before Tuesday the 1st of AugustRegards *** ***
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We had spoken to the customer on several occasions about removing and installing his engine assembly, as well as the cost. We agreed on a price of $to remove and install the engine on 6/27/We also agreed the removal would be paid for when the engine was shipped so the technician
would not have to wait the week turn around to get compensatedWhen the customer picked up his engine to have it shipped, he paid the invoice that was due at that timeOn 7/7/17, the customer inquired about his $invoice. We explained again to the customer he was billed hour for diagnostic time and hours of labor to remove the engineWe explained there was numerous nuts and bolts that were stripped and rusted and took time to remove those as well Our ASE certified technician performed this removal as quickly and thorough as possible. Shortly after, the customer requested we stop repair and requested to pick up his vehicle. The customer came to pick up his vehicle and have it towed. The customer’s vehicle was towed to his residence without the engine, for which we were waiting to receive. We fulfilled the customer’s request and set up the towing for the customer, and since the new engine had not arrived, and the old engine had already been removed, the vehicle was towed as is, and the customer was fully aware of that. We feel we were doing our job, which is taking care of our customer’s vehicle needs, and making sure the repairs are done correctly. The customer agreed upon the price of the removing and installation of the engines and signed the repair order and paid. We do not feel we did any wrong doing and hope we can come to a common understandingThank you *** ***
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Initial Business Response /* (1000, 5, 2015/08/17) */
August 17,
Service Street
XXXXX *** **
***, ** XXXXX
Case #XXXXXXXX
To Whom It May Concern:
I have reviewed the Revdex.com complaint #XXXXXXXX from the customer*** *** and I have come to an agreement about the complaint on
8/01/I spoke with the customer and explained to him that the tire was already down to the wear bars and if we did in fact damage the tire we should not be forced to replace it with a new tireI offered to refund him the $he spent on the alignmentI also agreed to refund him the $he spent for the oil change in the form of an in-store credit for the inconvenience*** *** has agreed to this resolutionThe refund has been issued and the in-store credit has been put into his accountPlease feel free to contact me with any questions or concerns
Thank you,
*** ***
General Manager
Service Street ***

In Regards to the complaint from Mr***, I have performed a complete investigation and interviewed the staff at out Service Street location in Parker COWhen Mr*** notified our staff he was unhappy, we responded to his complaint immediatelyWe found that when Mr*** brought in his
vehicle he had keys the initial key was broke in half with the metal part being separated from the key fob in piecesOn this vehicle the key has to communicate with the computer for the vehicle to startAt this point we recommended starting with a new key/fob due to the fact his was in pieces and this issue could be cause of concernCustomer stated he agreed that he needed a new key anyway regardless of this being the problem or not and agreed we could start there and get a properly operating keyAfter replacing the key, we charged the battery for hours and tested the relays on the vehicleThe battery tested within factory standards after a 2-hour chargeOur recommendation was an ECM due to the fact that there was no signal to the starter from the ECMAt this time Mr*** decided he wanted to have his vehicle towed out of our shopHe picked up the vehicle and had it towed out of our shopWe charged him for the new key the tow and the diagnosticsAbout a week later Mr*** called our Parker location and notified the Manager that we misdiagnosed the problem and wanted us to make it rightAfter the conversation our Manager agreed that since the vehicle was misdiagnosed she would credit Mr*** for the diagnostics and the tow in the amount of $He was in agreement that he needed a new key regardless of the diagnostics and stated he was satisfied with the creditAfter finding out that Mr*** was filing a complaint with the Revdex.com we have made numerous attempts to contact Mr*** and left multiple messages and we have received no responseWe are more than happy to remedy this situation with Mr***In closing we feel that we handled this issue in a timely manner and customer said he was happy with the resolutionWe understand that there is a human error involved in automotive repair and that is why we gave Mr*** a credit back on his account prior to him even making a formal Revdex.com complaintHe agreed that regardless of the issue he needed to replace his key and he stated he was satisfied with a credit for the tow and diagnostic chargeIf Mr*** unable to return our call he can also reach me at am***@srsandco.com I am the regional manager and would be more than happy to help resolve any problem he may have Thank you Adrian M*** Regional Manager Service Street

The customer brought the vehicle in to have a headlight bulb replacedWhen the bulb was being replaced, the technician noticed that one of the harness pins going into the connection had melted plastic around it and also noticed that the connection at the headlight assembly was broken and the two
plugs would not stay connectedOur ASE certified technician tried to remove the plastic from around the pin to see if he could get the connections to mate properly. He was not able to get them to seat correctly at that timeThe technician recommended a headlight module or assembly and a new pigtail from the vehicle sideThe service advisor tried to explain to the customer the reason why her headlight was not functioning was because the pigtail was not able to be seated correctly into the plugShe was advised of what it would take to repair the vehicle a new assembly or a used assemblyShe said she was able to find a module and pigtail on eBay separately from the assemblyShe was advised at that time if she wanted to purchase those items, we would install them for her if she choosesThe module is not damaged because the battery was not disconnectedThe only reason why the module was recommended was the plug was damagedWe performed an internal investigation and found we do not believe our technician broke anything or made the vehicle unsafeThank youService StreetManagement

On 06/24/17, the customer visited Service StreetAfter diagnostics, we became aware of the vehicles issue on 06/27/17. At that time, we called the customer to address the issue with the vehicle, arrange to have the vehicle picked up and brought back to the shop for inspectionWhen the
vehicle was inspected by our technician, we found the caliper pin bolts backed themselves outWe called the customer and explained what the issue was and was told we would take care of the issueWe apologized several times to the customer, we ordered new bolts reinstalled them test drove the vehicle and it performed as it shouldWe called the customer to let her know the vehicle was finished and she stated that she wanted some kind of compensation. The customer said she already talked with the credit card company to dispute the chargesWe did offer to compensate the customer for her loss of time and she refused anything but a full refundAt this time there is nothing wrong with the repair we performedWe stood by our year 50,mile warranty and the problem was taken care of immediatelyWe paid for 100% of everything necessary to take care of this problem including the tow charges and partsThe brakes are operating fine and there is no current issue with the repair we madeWe understand this customer’s frustration for loss of her time but do not feel there is any reason she should get 100% refundWe did attempt to offer some sort of compensation for the loss of time, but the customer wouldn’t take anything but a full refund. We hope to resolve this issue with the customer, and are willing to compensate her. We will be in contact with the customerThank youRegional Manager Adrian Mathews Service Street

Complaint: ***
I am rejecting this response because: The response is not truthful and not the way the situation was addressed They did not contact me back, I had to follow up and demand a tow truck as I was requested to drive to the shop. Further, I specifically asked the representative to credit me the labor to offset my costs and I would pay for the parts He refused Now I continue to spend time and aggravation for their mistakes It is disheartening the business refused and continues to refuse to own their mistakes
Sincerely,
*** ***