Date:         Fri, 5 Sep 2003 17:18:58 -0700
Reply-To:     Strawn <scstrawn@EEE.ORG>
Sender:       Vanagon Mailing List <vanagon@gerry.vanagon.com>
From:         Strawn <scstrawn@EEE.ORG>
Subject:      "Dealer Disaster" final update
Content-Type: text/plain; charset="iso-8859-1"

The Saga of Vanna White has (finally) reached a conclusion...

(original post 4/30/03 + updates - '89 Westy with head replacement done by a
dealer, followed by a blown coolant hose and misdiagnosis by dealer service
dept. as needing new engine, repair by indy mechanic (no engine replacement
needed) and subsequent battle for partial return of expenses from dealer and
the service manager who called me "Sweetheart").

    Filed complaint with BBB - less than useless. I filed the complaint,
dealer answered with "not our fault", I replied that this was insufficient
response, BBB said they would list it as such but could do nothing else. Per
BBB website today: "Based on BBB files, this company has a satisfactory
record with the Bureau."  "Our complaint history for this company shows that
any customer complaints brought to the company's attention have been
properly addressed."

    Filed complaint with California Bureau of Automotive Repair - very
helpful.
    I was fortunate to get a field investigator who knew Vanagons, though he
couldn't mediate the financial claim when the dealer declined to provide any
compensation.
BAR investigator found against the dealer:
    -recommendation of new engine was false and misleading
    -did not document authorizations for revised estimates (authorizations I
never made)
    -did not document that heads used were rebuilt instead of new
    -service writer told BAR investigator that they should have recommended
coolant hose replacement
    -same service writer told investigator that he had recommended they pay
my tow bills and indy mechanic's repair bill

    Attorney (returning some favors I had done for her and her pets, and
working at no charge) wrote a demand letter asking for compensation for
substandard (original) repair, subsequent repair from coolant hose rupture,
tow charges, upholstery cleaning (shop cat urine), lost wages and attorney
fees( total $3074). Cited BAR report and "material admissions" made by
employeed to BAR investigator.

    Dealer countered with offer covering indy repair, tow charges and
upholstery cleaning ($709).
    Attorney countered adding $330 lost earnings for a total of $1039 (what
attorney felt would be awarded in small claims court), and dealer agreed.
    Got the check today so as long as the check clears, it's a done deal. I
opted for the "bird in the hand" as opposed to taking this to the
oh-so-undependable land of Small Claims Court for "2 in the bush".

    Best of all, Vanna White is running well (fingers crossed, knocking on
wood as I type); my paranoia is beginning to recede (though never to fully
disappear, I'm sure), and I am once again enjoying my travels (with help
from my shiny new AAA-Plus card, so far unused, more finger-crossing and
wood-knocking).

    Many thanks to all who helped me on this. The knowledge I gained from
you List Folk was invaluable in presenting a credible argument for my case,
and I appreciate it immensely.
    As an added bonus, I've made some great friends - can't have too many of
those!
Thanks very much, from me and Vanna White!
Sally Strawn