COMPLAINT: Laura Klein, Covington, Ky.

"When my car didn't start, I had it towed to another shop that diagnosed a failed/faulty fuel pump, which had been replaced previously by Joseph Cadillac. At the time, I was told the fuel pump had a lifetime warranty.

"I didn't return the car to the dealer, because the diagnosis and tow would have cost an additional $150. I have contacted the dealership for reimbursement for the cost of the fuel pump, even offering to return the faulty fuel pump. The dealer refuses to reimburse me.

"While I do understand the warranty said they have to perform the work, my question is how would I know that a warranted part was the problem, especially since the part was only 6 months old? It never occurred to me that when I made the decision to use another shop, a warranted part would be the cause of my problem.

"I have been taking my car to Joseph for seven years and have spent thousands of dollars. I have never argued or questioned the cost of these repairs, because I thought I was working with a good company that would stand behind their work."

DESIRED RESOLUTION: "I want a $500 reimbursement for the cost of the fuel pump."

COMPANY RESPONSE: Thomas J. Huelsman, service manager, Joseph Cadillac

"Please know that the Joseph Group has been in the customer service business for over 60 years, and we have always taken great pride to ensure our customers are satisfied.

"While we are disappointed that this incident occurred, the customer admits 'the warranty said they have to perform the work.'

"The customer chose to take the vehicle to an independent service shop, resulting in an unnecessary expense. Had Joseph been contacted when the diagnosis was made by the independent shop, we would have picked up the vehicle and replaced the part under its lifetime warranty, and the customer would not have been out the additional expense."

STATUS: Stalemate