Initial Business Response /* (1000, 10, 2017/02/07) */
Hello,
I reviewed Ms*** complaintWe did install running boards on her vehicle on the date describedWhen we did the work the job looked great and Ms*** was delighted with the workI know this because her and I looked at
the job and inspected it with the in the parking lot before she left and she complimented us
Approximately a week later I got a call from Ms*** stating there was a scratch on her vehicleI told her to bring it by to look at it
Here's where our recall differsWhen she brought the Jeep back in, I looked at the truck with her and there was a scratch on the under side rocker panel of the truckI did state that I didn't think we did itIt was in an area under the truck where a lot of different road hazard can make impactEven considering this, I offered Ms*** the option of bringing us the vehicle to make the necessary repairWe set up an appointment for the following Wednesday and she seemed very content with that arrangementOur shop does small paint repair all the time as we sell fiberglass caps and running boards etc, so we have the necessary equipment and experience to make small repairs
I did not make this offer because I thought we did the damageI made the offer to repair the problem because after years in this business I've learned its easier to make small concessions so that they don't become largeIn twenty years this is the first issue to reach your deskWe have a sparkling record with the local Revdex.com, with the exception of Ms*** complaint which I'm handling now
The following Wednesday, the day we had set up to do the repair, Ms *** was a no showLater that day, I got a call from a body shop for authorization to repair a JeepI did not authorize the workMs *** uses a source at a local body shop as her guideThe information she was provided by them is understandable from their point of view, but we need to remember each of these body shop adjusters are on a commission pay scale
Again, I'm not sure the problem was our fault but I was willing to make the repair here to try to make her happy
As I re-read the complaint there are many accusations put forth that aren't true but thats not the point hereWe did a darn nice job on her truckHer and I walked around the Jeep and she was elated with the jobHer claim of looking at the passenger side and not the driver side isnt true, as we looked at the truck in the parking lot from the driver side and she got into that side to drive homeIt was not dark out
Any claims of rudeness or anything like that aren't true eitherIf there was any rudeness it wasn't from me, maybe the other way aroundWhen I told her my position about the damage she became quite angry and beligerentA few threats were thrown out and she hung up the phone in the middle of the conversationThen as now, I'm still willing to make the repair as a customer relation solution, but I do not concede that we did the damageRegardless of the vehicle if you look at the underside of a chassis where rocks and road debris continually fly up there will be marks and scratchesRoad debris dosn't only damage older vehicles
I'm sorry she feels the way she does, but I believe I tried to make a good faith attempt to fix a problem that probably wasn't casued by us
I'm still willing to make the necessary repair here at no cost to her
I hope this can be part of the path to a resolution to this issue
Sincerly,
*** ***
Lot o' Fun Truck Accessories and Caps
Initial Business Response /* (1000, 10, 2017/02/07) */
Hello,
I reviewed Ms*** complaintWe did install running boards on her vehicle on the date describedWhen we did the work the job looked great and Ms*** was delighted with the workI know this because her and I looked at
the job and inspected it with the in the parking lot before she left and she complimented us
Approximately a week later I got a call from Ms*** stating there was a scratch on her vehicleI told her to bring it by to look at it
Here's where our recall differsWhen she brought the Jeep back in, I looked at the truck with her and there was a scratch on the under side rocker panel of the truckI did state that I didn't think we did itIt was in an area under the truck where a lot of different road hazard can make impactEven considering this, I offered Ms*** the option of bringing us the vehicle to make the necessary repairWe set up an appointment for the following Wednesday and she seemed very content with that arrangementOur shop does small paint repair all the time as we sell fiberglass caps and running boards etc, so we have the necessary equipment and experience to make small repairs
I did not make this offer because I thought we did the damageI made the offer to repair the problem because after years in this business I've learned its easier to make small concessions so that they don't become largeIn twenty years this is the first issue to reach your deskWe have a sparkling record with the local Revdex.com, with the exception of Ms*** complaint which I'm handling now
The following Wednesday, the day we had set up to do the repair, Ms *** was a no showLater that day, I got a call from a body shop for authorization to repair a JeepI did not authorize the workMs *** uses a source at a local body shop as her guideThe information she was provided by them is understandable from their point of view, but we need to remember each of these body shop adjusters are on a commission pay scale
Again, I'm not sure the problem was our fault but I was willing to make the repair here to try to make her happy
As I re-read the complaint there are many accusations put forth that aren't true but thats not the point hereWe did a darn nice job on her truckHer and I walked around the Jeep and she was elated with the jobHer claim of looking at the passenger side and not the driver side isnt true, as we looked at the truck in the parking lot from the driver side and she got into that side to drive homeIt was not dark out
Any claims of rudeness or anything like that aren't true eitherIf there was any rudeness it wasn't from me, maybe the other way aroundWhen I told her my position about the damage she became quite angry and beligerentA few threats were thrown out and she hung up the phone in the middle of the conversationThen as now, I'm still willing to make the repair as a customer relation solution, but I do not concede that we did the damageRegardless of the vehicle if you look at the underside of a chassis where rocks and road debris continually fly up there will be marks and scratchesRoad debris dosn't only damage older vehicles
I'm sorry she feels the way she does, but I believe I tried to make a good faith attempt to fix a problem that probably wasn't casued by us
I'm still willing to make the necessary repair here at no cost to her
I hope this can be part of the path to a resolution to this issue
Sincerly,
*** ***
Lot o' Fun Truck Accessories and Caps