Hi guys. Thanks for all your comments on the last post. I wanted to make sure I wasn't crazy in my interpretation of the experience and it was good to get your opinions. There were a couple comments that old cars come at a cost, which I agree with. But consensus was that I was ripped off. So I asked for a refund and you can read the response here. If a lot of you think I'm being unreasonable I'll back off... but otherwise I'm ready to go the distance and fight this. Probably not really worth my time considering the payback, but like they say somebody's gotta stand up to bullies! Maybe it'll make them think twice about the next customer.
ORIGINAL LETTER
Subject: Request for $1694.58 refund
Dear sir,
The recent repairs on my vehicle were unsatisfactory. Despite the time and expense, both the heating controls and braking system operate worse than before.
Without mentioning your facility specifically, I have shared information about my repair experience with an industry agency, including the invoice details and correspondence between us.
They were very concerned about the duration, cost, quality, and customer service associated with the repair. It did not meet the industry's goal of professional service and fair value for services rendered. More importantly, they were alarmed to learn that I was given a very short time to pick up and drive away a vehicle that was unsafe for the road.
I have been encouraged to file a formal complaint which could result in an investigation. The complaint would name all individuals who were in contact with my vehicle. Even if there is no immediate investigation, one can start later if there are multiple complaints.
I plan to file my complaint on Thursday, July 14. If I receive a refund for $1694.58 before then, I will be satisfied and not file a complaint.
RESPONSE
Hi : not sure what the issue are as we talked about the heater core leaking and it was fixed ?? The control mechanization has other work to be done but is not a safety issue ?? We replaced both front wheel cylinders as dis cussed - they were leaking on the floor ? Not sure what the issue is as we went over the detail . Please explain?
MY REPLY
On June 7 I asked for four items to be addressed:
1. Oil change, which I presume was done
2. Heater core, which I also presume was done.
3. Heat/vent controls. I told you it always worked OK to get heat and vent but it wasn't perfect, so maybe it was time to have a look. You mentioned you were very familiar with the units and you'd investigate. My understanding is that you did some cleaning and checking, then you told me it would make a good winter project or that I might like to take it apart myself. Now all it does is blast heat and I can't control anything, so it is worse than before. I can only assume you did not even test it before or after, even though you had my car for 23 days and billed a lot of hours on it.
4. Brakes. I mentioned that it was losing fluid and you suggested the front wheel cylinder replacement, which I agreed to. However when I picked up the car you said that it still needed shoes and that "you didn't know anywhere in Canada where we could get them". You also said it would pull to the right when stopping and you "weren't sure how I'd drive it that way". Well you are correct and it is not safe to drive the way it is.
Additionally, I have shown your invoice to multiple experts and they believe you have grossly overcharged me for parts and labour. Some joked that you served me a "never come back" bill which is ironic, as I actually gave you that option part-way through the process. Others used verbs that I will not use in this email.
Despite all this I realize it is an older vehicle and don't mind paying more for expert service. I don't even mind if it takes 23 days. And I can even tolerate unprofessional or rude service. But what I cannot tolerate is that the work isn't done right, the car is even worse than before, and now having to find someone else and start over. That is why I want a refund.
THEIR REPLY
Sorry you feel we have done something wrong . The heater core labour and the front wheel cylinder labour times are from an industry Labour Guide. These were the only labour times that were invoiced. The time to do a preliminary investigation on the heater controls was not invoiced. The heater core and front wheel cylinder parts were ordered as per your request - we did provide options for the job which we discussed with you and you opted for the parts which we ordered. An oil change was done, the heater core and wheel cylinders were replaced as per your request.
We talked about climate controls on the June 27th e-mail thread (27/06/206 ). I mentioned that we would look into the control head, which we did. The control head system needs to be disassembled and reworked due to age .
The shoes in the front should be replaced in future but are not unsafe since the material is thick. I test drove the vehicle and did not find the vehicle unsafe. Drum brakes are not as aggressive as disk. I discussed these issues with you.
Sorry for the time delay - I mentioned we were extremely busy and that we would not get to it right away (please refer to your email thread dated (17/06/2016). We offered to return the vehicle prior to commencing the work - refer to e-mail thread ( 17/06/2016). On June 22nd you asked for an update -I provided the progress - that we had parts for heater core and would not looked into brakes till work was finished with heater core . You mentioned in the e-mail heading (I need the 68 Cadillac for the long weekend). We dropped everything to accommodate your request. Refer to e-mail thread (27/06/2016) with the information on the brakes . We removed and replaced two front wheel cylinders - parts were received Wed June 29th evening - (we stayed late to disassemble hardware) - serviced front brakes and finished front wheel cylinders Thursday, June 30th at 12.47 pm - test drove and called you for pick up - refer to e-mail thread (30 /06/2016).
You can imaging my disappointment to receive your e-mail (06/07/2016). No other communication except to threaten the shop and employees . Not even a phone call. Then to doubt and discredit what we have done in your e-mail of today was even more disappointing.
Feel free to phone the shop to discuss the issues and arrange a time for a test drive. We would welcome an opportunity to test drive the vehicle with you to address your concerns
ORIGINAL LETTER
Subject: Request for $1694.58 refund
Dear sir,
The recent repairs on my vehicle were unsatisfactory. Despite the time and expense, both the heating controls and braking system operate worse than before.
Without mentioning your facility specifically, I have shared information about my repair experience with an industry agency, including the invoice details and correspondence between us.
They were very concerned about the duration, cost, quality, and customer service associated with the repair. It did not meet the industry's goal of professional service and fair value for services rendered. More importantly, they were alarmed to learn that I was given a very short time to pick up and drive away a vehicle that was unsafe for the road.
I have been encouraged to file a formal complaint which could result in an investigation. The complaint would name all individuals who were in contact with my vehicle. Even if there is no immediate investigation, one can start later if there are multiple complaints.
I plan to file my complaint on Thursday, July 14. If I receive a refund for $1694.58 before then, I will be satisfied and not file a complaint.
RESPONSE
Hi : not sure what the issue are as we talked about the heater core leaking and it was fixed ?? The control mechanization has other work to be done but is not a safety issue ?? We replaced both front wheel cylinders as dis cussed - they were leaking on the floor ? Not sure what the issue is as we went over the detail . Please explain?
MY REPLY
On June 7 I asked for four items to be addressed:
1. Oil change, which I presume was done
2. Heater core, which I also presume was done.
3. Heat/vent controls. I told you it always worked OK to get heat and vent but it wasn't perfect, so maybe it was time to have a look. You mentioned you were very familiar with the units and you'd investigate. My understanding is that you did some cleaning and checking, then you told me it would make a good winter project or that I might like to take it apart myself. Now all it does is blast heat and I can't control anything, so it is worse than before. I can only assume you did not even test it before or after, even though you had my car for 23 days and billed a lot of hours on it.
4. Brakes. I mentioned that it was losing fluid and you suggested the front wheel cylinder replacement, which I agreed to. However when I picked up the car you said that it still needed shoes and that "you didn't know anywhere in Canada where we could get them". You also said it would pull to the right when stopping and you "weren't sure how I'd drive it that way". Well you are correct and it is not safe to drive the way it is.
Additionally, I have shown your invoice to multiple experts and they believe you have grossly overcharged me for parts and labour. Some joked that you served me a "never come back" bill which is ironic, as I actually gave you that option part-way through the process. Others used verbs that I will not use in this email.
Despite all this I realize it is an older vehicle and don't mind paying more for expert service. I don't even mind if it takes 23 days. And I can even tolerate unprofessional or rude service. But what I cannot tolerate is that the work isn't done right, the car is even worse than before, and now having to find someone else and start over. That is why I want a refund.
THEIR REPLY
Sorry you feel we have done something wrong . The heater core labour and the front wheel cylinder labour times are from an industry Labour Guide. These were the only labour times that were invoiced. The time to do a preliminary investigation on the heater controls was not invoiced. The heater core and front wheel cylinder parts were ordered as per your request - we did provide options for the job which we discussed with you and you opted for the parts which we ordered. An oil change was done, the heater core and wheel cylinders were replaced as per your request.
We talked about climate controls on the June 27th e-mail thread (27/06/206 ). I mentioned that we would look into the control head, which we did. The control head system needs to be disassembled and reworked due to age .
The shoes in the front should be replaced in future but are not unsafe since the material is thick. I test drove the vehicle and did not find the vehicle unsafe. Drum brakes are not as aggressive as disk. I discussed these issues with you.
Sorry for the time delay - I mentioned we were extremely busy and that we would not get to it right away (please refer to your email thread dated (17/06/2016). We offered to return the vehicle prior to commencing the work - refer to e-mail thread ( 17/06/2016). On June 22nd you asked for an update -I provided the progress - that we had parts for heater core and would not looked into brakes till work was finished with heater core . You mentioned in the e-mail heading (I need the 68 Cadillac for the long weekend). We dropped everything to accommodate your request. Refer to e-mail thread (27/06/2016) with the information on the brakes . We removed and replaced two front wheel cylinders - parts were received Wed June 29th evening - (we stayed late to disassemble hardware) - serviced front brakes and finished front wheel cylinders Thursday, June 30th at 12.47 pm - test drove and called you for pick up - refer to e-mail thread (30 /06/2016).
You can imaging my disappointment to receive your e-mail (06/07/2016). No other communication except to threaten the shop and employees . Not even a phone call. Then to doubt and discredit what we have done in your e-mail of today was even more disappointing.
Feel free to phone the shop to discuss the issues and arrange a time for a test drive. We would welcome an opportunity to test drive the vehicle with you to address your concerns