Chemtrade Logistics

Good morning.Thank you for re-sending this complaint.I would like to address that this customer was well aware of the fact that the bill would not be $ She stated in her complaint that she "assumed" When she initially came into our shop, we actually diagnosed the problem and that was at no charge We did have to order the part and promptly called her when the part was checked in This customer came in to have wiper operation diagnosed due to them not working Diagnostics usually applies; however, I helped her out on the cost and did not charge her diagnostics but rather ordered the part (which was special ordered) The vehicle was in the shop at 1:and was back out at 3: During that time, the technician checks in the vehicle and inputs the tag, vin and mileage He then had to take the wiper motor assembly apart to install the new bushings Our program (Mitchel Repair) actually called for hour and minutes just to remove the wiper transmission, cut the old bushings out and install the new ones Technicians must be paid for their labor, I had already cut the diagnostics which directly affected the technicians pay as well I feel as if I was very good to this customer In the end when it was time to pay for the invoice, she began to raise her voice and develop an attitude and advised that she only wanted to pay $She tried to tell me she did not have any money for repairs I advised that we took cash, credit card and that we had financing if that would help herI absolutely could not accept that I have a business to run and feel as if I went above and beyond to cut the price for the young lady to help her financially but can not work for free Now, when she finally paid and left, she actually was nice and ok with everything...even said thank you Later that evening around 10:30, my wife had an alert to our business [redacted] This lady had gone onto social media bashing our business after I had helped her with the price Had I of charged her the full diagnostics and full labor for repairing her vehicle, I would have received the exact same treatment from this young lady But, instead I helped her AND my technician took a cut in his pay to do this job as well Her [redacted] status was very rude, condescending, unreliable information, and just flat rude My wife had her status reported I am sorry for any inconvenience; however, I will not refund any money to this customerI feel like this young lady really thought that at the end of the day, if she was rude enough or made a bigger fuss about it, she would end up with a free repairReality is people must work for a living to feed their families and I can not work for free I would like to request for this customer to also find another garage to do her repairs from this point on I am disturbed that she would go to social media and try to spread rumors and be so dishonestIf there is anything else I may do to help with this case, please contact me anytime Thank you once again and have a blessed day.Don Emmert [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with this resolution. Don absolutely never called whatsoever. I made many attempts to call. And I never said anything that was untrue on the social media portion of which Don wants to claim that I did. I only got upset simply due to the fact that I was quoted one price, then was charged another. Any person (s) would be upset over that. I was never out of control and I never raised my voice. There were other customers there, and I am not one for self embarrassment. Was I angry, absolutely, but I never said anything untrue.  I understand Don is trying to protect his business, but there are way more complaints besides mine that shows he doesn't discuss any price changes when he makes a quote. I absolutely will never go back to this garage, especially since I read that message from Don stating that I basically threw a fit when I didn't get what I wanted. That's not what I did at all. I felt taken advantage of as a customer, and I wrote a review about them on social media. It was not untrue or degrading. I paid what I had to, to make sure I got my car because that's the only vehicle I have. I am disappointed with the fact that he completely denies that he quoted me that price, and he never told me that it was going to be a "special" order. The day I called, which was the day I went in, he notified me, and I quote " I'm sorry, I forgot". What kind of business is one that forgets its customers. I will be more than happy to find another garage to take my business to. I feel entitled to a refund, simply due to the unprofessional customer service I was provided. 
Regards,
[redacted]

Good morning.Thank you for re-sending this complaint.I would like to address that this customer was well aware of the fact that the bill would not be $5.00.  She stated in her complaint that she "assumed".  When she initially came into our shop, we actually diagnosed the problem and that...

was at no charge.  We did have to order the part and promptly called her when the part was checked in.  This customer came in to have wiper operation diagnosed due to them not working.  Diagnostics usually applies; however, I helped her out on the cost and did not charge her diagnostics but rather ordered the part (which was special ordered).  The vehicle was in the shop at 1:30 and was back out at 3:15.  During that time, the technician checks in the vehicle and inputs the tag, vin and mileage.  He then had to take the wiper motor assembly apart to install the new bushings.  Our program (Mitchel Repair) actually called for 1 hour and 45 minutes just to remove the wiper transmission, cut the old bushings out and install the new ones.  Technicians must be paid for their labor, I had already cut the diagnostics which directly affected the technicians pay as well.  I feel as if I was very good to this customer.  In the end when it was time to pay for the invoice, she began to raise her voice and develop an attitude and advised that she only wanted to pay $5.00. She tried to tell me she did not have any money for repairs.  I advised that we took cash, credit card and that we had financing if that would help her. I absolutely could not accept that.  I have a business to run and feel as if I went above and beyond to cut the price for the young lady to help her financially but can not work for free.  Now, when she finally paid and left, she actually was nice and ok with everything...even said thank you.  Later that evening around 10:30, my wife had an alert to our business [redacted].  This lady had gone onto social media bashing our business after I had helped her with the price.  Had I of charged her the full diagnostics and full labor for repairing her vehicle, I would have received the exact same treatment from this young lady.  But, instead I helped her AND my technician took a cut in  his pay to do this job as well.  Her [redacted] status was very rude, condescending, unreliable information, and just flat rude.  My wife had her status reported.  I am sorry for any inconvenience; however, I will not refund any money to this customer. I feel like this young lady really thought that at the end of the day, if she was rude enough or made a bigger fuss about it, she would end up with a free repair. Reality is people must work for a living to feed their families and I can not work for free.  I would like to request for this customer to also find another garage to do her repairs from this point on.  I am disturbed that she would go to social media and try to spread rumors and be so dishonest. If there is anything else I may do to help with this case, please contact me anytime.  Thank you once again and have a blessed day.Don Emmert[redacted]