Repair of A/C to work properly never resolved and Customer service from the Service Manager and *** in Corporate office was terrible
I began my a/c issue back on 02/28/2014 with my A/C not blowing properly. The air was always blowing out hot air. I did take my car to the dealership for my A/C issue back in 2013, It work primarily the entire summer until around the beginning of the fall when the air stop working properly. So I said I'll just wait until I get a little bit more money to get my air looked at again next year which is 2014,I returned back to the service dept back on 04/16/2014 until my car was overheating and smoking so then and there I wanted to include my a/c to get check due to upcoming season change of spring to summer. I didn't want to ride around in a hot vehicle also.I was without my car for about a week, thankful my uncle allow me to drive his vehicle, I then received a phone call from Mr. *** the service manager, *** stated they are still working on my vehicle due to the fan was not working properly and that they had to find a wire to get the fan to work, so I was like that is fine. So then I received another phone call on the Wednesday stating that my car was ready for pick up, one of my main questions were, is the a/c running cold, he replied, it was working like icicles. I said that was great and laughed. Not to mention my check engine light was on then and when I picked my car and proceeded to leave, I told my uncle before I left the check engine light is on and he advised me to go back and ask why is it still on, by the way Mr ***, initally did not tell me the check engine light was still going to be on in my vehicle, and so when I went back in he stated i was going to mention it to you but the light should not cause any type of issue and should basically possibly reset itself. So 1 1/2 went car was blowing pretty well until Sunday afternoon it was hot that evening, the air discontinue from working properly. so then i took it to the shop and was explaining my situation to *** the service manager and i was like I don't know what to do he jokingly started saying you could roll down your windows......lol...not very funny....and when i went to him on 04/16/2014-i told him i just lefted the doctor and my blood pressure was up and was causing headaches i didn't want to hear that so he told me to bring it on Monday. I said ok and headed off to work. So i received a call from the surveyor and she asked me questions about my service and i gave her my honest feedback for improvement purpose and rate my service a 2. The girl who call me was ******* very professional and courteous. I asked her where could I file a complaint she stated to start with the ** of the local office, if there is no resolution contact the customer service line at X-XXX-XXX-XXXX, she also stated she was from the corporate office. I then contacted the local office and s/******** the sale rep told her my issue and left message with her due to ** being in a meeting. I waited never received phone call until Wednesday i received call from J D Byrider, i was busy and they left message, listened to message and there was ***, service manager message. I returned the call and he stated to me since i rated the service a 2 on the survey i would need to take my vehicle someone elese to get repaired and my appointment was cancelled. I was shocked and livid. I then researched the email address to customer service sent and letter and receipts attached received a phone call from *** from corporate he stated he apologizes for the issue i stated that was great i explained my concerned to him even though he was not present and he stated he spoke to *** about the unpleasant behavior i experience and stated the appointment was still back on and that they would give me an estimate i was furious an estimate i understood it was not covered under warranty but my a/c issue was never resolved and I didn't have the time to keep going back and forth so explain my issue he kept talking over me in which a co worker overheard the conversation on how mr *** was talking all over me and then he hung up me
I believe I should receive the refund on the unnecessary chaos they have caused they did not finished there duties. I even had to go to advance auto to get the code read for the check engine like being on which is a p0481 meaning the car needs a new fan or fan module..but the fuses in the relay would need to be checked. I can't believe the customer service I received from Mr. *** after the 2nd complaint I made with customer service and Mr *** responded and I was nicely explaining my issue with car being resolved due to 2 different occasions and the service department is still wanting me to charge me. Repair what you never did. Mr *** is not able to answer to this because he is not a mechanic nor was he there. He is very rude and hung up on me twice while I pay my car note on time to help my credit and this is the type of treatment I received. There is an issue when I am not going back to the service on a new issue. It is the same issue that is not being resolved. I feel that I am being rip off. Is this ethical? Mr. *** is very arrogant and does not allow a person to speak while me having this issue. I am in customer service and I feel it is other party to be the listener and try to resolve the issue. I am not a happy camper.
Again, I would like to apologize for not meeting your expectations. We will be happy to address your AC concerns. I have instructed the service department not to charge you an inspection fee or any labor charges to diagnose what the problem is with your AC. This will save you between $40 and $100. After we determine what the issue is we will give you a written estimate for the cost of repair. We will also provide the parts for the repair at our cost and only charge $30 per hour for labor these 2 factors will provide a significant savings.
As far as a refund for the repairs done to your AC in the past...you were only charged for the time the technician spent on your vehicle.
i want to submit my receipts where they charge me for a/c work in 02/28/2014 in which i left the dealership and air not working and also in April 2014
Final Business Response
we are unable to refund any part of the labor charged. I can offer a $25 credit toward the repair bill.
Hi, how are you. This is Mr. ***** ***** **. I am letting you know about the closed case of XXXXXXXX in which the business did not honor there response. I am totally disappointed. Mr. ******, noted on my account that We are unable to refund any part of the labor charged. I can offer a $25.00 credit toward the repair bill. I never received the credit at all and the loan and repair is paid off. I do not have this vehicle any more and this case was created before I even traded in this vehicle. I am very disappointed on how a business will flat out lie to me. This is not how you treat customer. If there was anything else that need to be explained thoroughly he should have stated that when the case was opened. Also, I would love for my refund check of $25.00 to processed immediately and mailed to the address in which the company has the correct address. The grading scale for this business should be dropped. The business did not honor what they said.
Thanks so much. My contact phone number is XXX-XXX-XXXX
This case has been closed. We offered Mr. ***** a credit toward his future repair of his Air conditioning. Mr. ***** traded in the vehicle without giving us the opportunity to make good on the agreed upon terms.
We wish Mr. ***** nothing but the best with his new vehicle and thank him for his business.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Mr. ******. His response is "This case has been closed. We offered Mr. ***** a credit toward his future repair of his air conditioning. Mr. ***** traded in his vehicle without giving us the opportunity to make good on the agreed terms. We wished Mr. ***** nothing but the best with his new vehicle and thank him for his business." This statement shows nothing but running around my issue. First and first most Mr. ****** what you just responded back on was not and clearly was not mentioned on 05/12/2014. Please read your response very carefully. What you responded on 07/16/2014, is not factual. Please reread. You stated that we can offer a $25.00 towards the repair bill. Nothing more nothing less. Please do not beat around the bush. Secondly, I closed the case thinking that I was going to receive a credit on my repair bill in the amount of $25.00. I never received it after going back and forth with you (Mr. ******) about this issue. So I am pointing out the not owning up to your words because this is not right and very wrong to treat someone like me. Please own up to your annotations on 05/12/2014 because you clearly did not do so. I am requesting my check of $25.00 to be pick up at the Augusta location instead of being mailed. I am not happy about this. This is how you treat people who paid there car note on time and had faith in bringing my vehicle to your organization for repairs. Obviously, Mr ****** you need to reread you response on 05/12/2014. The issue has not been resolved since your note and you as a business man should know to be thorough the first and final time. This goes to show you on how my air conditioning was repaired. Beating around the bush not resolving and not completing what I was expecting you to complete. So Mr. ****** if this is so true about a credit toward my future repair of the air conditioning, why in heavens did you not mention this on 05/12/2014. Because any business person would have been real about the situation and annotated this information not wait 1.5 months later saying something totally different. Please refund my $25.00 so I am able to pick my check up at the J D Byrider location in Augusta, GA.