A Certified Smog

smog had a sign pass or don't payBusiness charged me in advance and car did not pass plus after repair is done will be charged additional fee On 1/21/I rent in to the smog shop for a smog test and car failed the test

Initial Business Response /* (1000, 6, 2015/07/27) */
We regret that this customer is dissatisfied with our service
On 7/16/The husband of the person filing the complaint brought his car in for a smog and failed the inspectionOur Prices and our shop policy is clearly written and in plain
view in the office and states that this shop does not do free retestThe customer filled out a work order for dollars and signed itAlso on the work order it states that "smog test fee is due whether the above vehicle passes or fails" A copy of the written estimate was given to the customer before the vehicle was taken for testingUpon completion of Testing the customer handed me another shops coupon asking me to discount his smog feeI told him that coupons must be presented at the time of signingHe said he didnt have the money to payso I worked with him and discounted his smog fee dollarsI later got a phone call from his wife and she said they couldn't afford to pay the retest and that I should do it for freeI offered to discount her retest dollars from our posted smog feeShe said she only wanted to Pay the $certificate fee and that I was Immoral in my business practices
Again we regret when our customers are dissatisfied and we try to be as accommodating as possibleThe Customer asked for a refund or partial RefundGiven what has been stated above we feel that The discount that was given and the discounts that were offered is sufficient
Initial Consumer Rebuttal /* (3000, 8, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As someone who has worked in a customer service field and one in a management position, I would never morally be able to allow something so simple be rectified between the client and myselfPersonally I feel I've never felt so misdirected and cheated out of money then I did when we took our car in to get smoggedA car that didn't need maintaining or to be taken to a shop to be fixed to pass smogIt was a matter of being drivenAnd when asked to speak to the owner of the shop I was advised they weren't aroundI had that car that we were getting smogged another but needless to say we will take our business elsewhere and because I work in insurance I tell everyone I know not to go to this business
Final Business Response /* (4000, 10, 2015/08/06) */
Again, we regret that this customer is displeased with our service, However, we also feel that this person writing this complaint is misleadingFirst of all there was no we that brought in a car to be inspected only the husbandSecondly, When the wife called she was not just told that the shop owner was not aroundshe was informed that the shop owner is only at the shop on Mondays and was instructed to call thenShe demanded the owners cell phone number which I refused to give out to protect the owners privacyShe never bothered to call on Monday and instead chose to use this venueThis Business inspects thousands of vehicles every year with hundreds of FailuresWe do not offer Free retestingOur competitor across the street does not offer free retesting and neither does most of the shops in this countyOur Prices and retest policy is clearly written and in public view and every customer gets a written estimate which they sign before any testing takes placeIt is the customer who is responsible for the vehicles condition and testability not this Testing stationFurther more, the reason for a failure whether it be a bad Catalytic converter or a failed OBD-computer check as was the case above isn't the issue hereIt is a pass of fail test

smog had a sign pass or don't payBusiness charged me in advance and car did not pass plus after repair is done will be charged additional fee
On 1/21/I rent in to the smog shop for a smog test and car failed the test

Initial Business Response /* (1000, 5, 2016/02/16) */
I am very confused about this complaint as it does not make sense nor even remotely fit the facts.
Mr [redacted] came in with a 1999 Ford expedition with Arizona Plates and asked for a smog. He asked how much I said 59 dollars which by the way is...

posted on my office wall. He filled out his info on the invoice signed it and I gave him the pink estimate copy and took his keys. His vehicle failed the inspection as it had a malfunction indicator lamp on, A misfire in cylinder 3, and a defective fuel cap. I then came in and explained to him that his vehicle failed the inspection and he paid me 50.75 cash which was the fee minus the certificate fee. He asked me if I charge another fee for a retest. I said yes but will discount his smog fee 10 dollars which is our practice. He became very agitated that he had to pay again. I offered to discount him another 10 and wrote on his invoice retest 39 dollars including cert. He left my office very unhappy.
The parts that makes no sense.....
1) we do not and never had at any time a sign that says Pass ** don't Pay. I do however have a sign in my office in plain view in spanish and english that reads "NOTICE Customers, smog inspection fee is due whether your vehicle passes ** fails smog test" it repeats itself in Spanish. Also it also states the same thing on the invoice.
2) I did not and never have accepted money from clients until after the inspection. It is not possible to accept money before the test as the price drops if the vehicle fails. as mentioned above he paid me after his inspection.
3) Our smog prices are posted in the office and everyone gets charged the same fee unless they present a coupon. I will be happy to send the Revdex.com Photos of all the signage in my shop if requested.