Rob's Automotive & Collision Center, Inc.

Good Morning,
In response to a complaint made by our customer *** ***, please be aware that *** ***'s transmission went due to a radiator failureOur Heavy Duty Truck manager, Wayne D***, had been in contact with *** ***, advising him as to what was happening
Wayne was told by our transmission company that the transmission was not covered under warranty due to the radiator failureWayne had only told *** *** during one of his calls, that it was not looking goodWe believe now *** *** must have taken this as we were not trying to help himOur Heavy Duty truck manager pushed on the transmission company and was able to get it covered under warranty*** *** paid for the radiator repairs, his transmission was taken care of through warranty and *** *** left our facility very happyIt was our understanding he would remove the complaint.
If you should have any further questions, please feel free to contact me directlyThank you,
Robert L***
*Please be advised, in the above email chain, you have listed *** *** (***) He is no longer with our organization

July 18, 2016This letter is in response to *** ** ***s July 11th complaint made to your organization with regard to service he received from Rob's Automotive & Collision Center, Incon July 5th, First and foremost, I would like to make it clear that
we take complaints regarding service very seriouslyRob's Automotive & Collision Center, Inchas been in business for over thirty years and is held in high regard by our private, commercial, and municipal customers in the tristate areaThis company was built on providing these customers with unmatched exceptional serviceThat being said, I find *** ***'s complaint very disheartening and I am Sorry he felt that he and his family endured a negative experience with Rob's Automotive & Collision Center, Inc.After thoroughly researching this matter, it sounds like there was a line of miscommunication that perpetuated into a bigger issue than it needed to beUnfortunately, I am unable to confirm or deny both sides of this story, because I was not presentThe following is what was conveyed to me by my tow operator and my office staffMy tow operator vehemently maintains that the police officer from the Delaware River Port Authority directed him to drop off *** *** and his passenger off at the *** Administration Building to meet a family member for a ride; nothing was said about cleaning out the contents of the vehicleWhen the fire reignited in *** ***'s vehicle, he and his passenger left our truck and got into a DRPA Police VehicleThe police officer advised the tow operator that he would give *** *** and his passenger a ride to the DRPA Administration buildingOnce the fire department deemed the fire out and the vehicle safe, the tow truck operator acted in accordance with the Delaware River Port Authority Policy by towing *** ***'s vehicle to Rob's Automotive & Collision's total loss storage yard.With regard to the way *** *** and his family were treated by my office staff, again can neither confirm nor deny these allegationsI was not in the office at the timeHowever, I was advised by my office staff that a member of *** ***'s family greeted my staff with a negative and confrontational demeanor taking exception to the fact that payment was required for towing services renderedRegardless of the customer's demeanor, this by no means gives my staff license to be rude and unprofessional which they were subsequently advised of after receipt of this complaint.As the situation escalated, a member of my office staff called me and advised me of this situationAfter I was informed of the disagreement, I felt it would be the better part of valor and in the best interest for the customer to waive the tow feeThe fee was waived on 07/06/2016.To reiterate, Rob's Automotive & Collision Center, Incrarely receives complaints regarding service, and it is even rarer for complaints to escalate to this levelIt is unfortunate that *** *** and his family felt that they endured a negative experience with my companyAs requested in his complaint, I can assure *** *** that that there are no outstanding charges on his vehicleGoing forward, I will utilize this complaint for conflict resolution training with my office staff and tow operatorsThank you very much for the opportunity to respond to this complaintPlease do not hesitate to call me any questions, comments, or concerns.Kevin WOperations Manager

Please see attached letter