Marlow Auto Body

Marlow Auto Body's goal is to provide the best customer service possibleAny yelling toward Customers is never toleratedThe customer's vehicle was at shop for repairs*** *** The customer first issue was water leaking in rear gate areaOnce Water tested, Water was leaking in
passenger gate area due to improper install of aftermarket Satellite radio antennaShop notified insurance Company of issueInsurance company authorized a new third brake light, rubber Seal Serviced with light, hoping that the new light would seal around the wire better to prevent further Water leakingThe Customer's second issue, the vehicle's paint was not adhering to dash anymoreOn shop initial inspection, 3-6-2017, paint on dash was in good conditionVehicle was quality controlled by employee in question on 327-2017, dash was in good conditionCustomer took delivery of vehicle on 3-27-Customer did not bring to shop's attention of any dash issuesCustomer brought back vehicle to shop a week later and mentioned issue with dashCustomer claims someone at shop spilled something on dash and did not clean their spill(A Sticky substance, shop does not have any chemical in the facility that would leave that residue.) The customer attempted to remove spill stain from dash and removed paint from dashMarlow Auto Body does not allow any employee to be inside a vehicle unless he is a tech performing repairs or moving the Vehicle for repair purposesEmployees are not allowed to have beverages or food in any Customer's Vehicle(Damage to dash was on passenger side) Marlow Auto Body's employee perception that damages to dash happened after Vehicle deliveryAt times, customers make claims that an employee damaged their vehicle during the repair processWhen informing customers that the damage was not done by shop, the damage was pre-existing or new damage, which employee believed the case, the discussion can lead to raised voicesI do not believe the employee was yellingIf the perception of customer that employee voice was louder than needed, apologizeThe employee will be counseledThe customer claimed that the employee did not return calls, I was not aware of issueMarlow Auto Body has four customer greeters that answer customer phone callsThe four Customer greeters are to notify me if a customer calls more than twice for any manager on the same day or a customer makes a statement that the manager is not returning his or her phone callI personally follow up with employee on returning customer phone callMarlow Auto Body has fixed customer's vehicle water leak and dashI will Counsel all employees on the importance of returning customer phone calls as quickly as possibleI have spoken to the Customer in person and resolved issues mentioned in complaintMarlow Auto Body goal is 100% customer Satisfaction.Harold T***
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