I'm very sorry that we did not meet [redacted]'s expectations for our service. [redacted] and his mother have been customers of Metric Motors since 2009. [redacted] brought in a Dodge Dakota because of a Check Engine Light that was on and he had noticed a coolant leak. This was the first time we had seen the...
vehicle.Since this was the first time we had seen the vehicle, we conducted a thorough inspection of the vehicle at no charge, so that he could be aware of it's overall condition.The cause of the Check Engine Light required over an hour to diagnose. The coolant leak was determined by visual inspection, to be the radiator, but the remainder of the cooling system was inspected to determine the integrity of the rest of system.Although I can not state for certain that he was informed that there would be a diagnostic charge when he dropped the vehicle off for us. It is our standard practice to do so. [redacted] was later advised of the cost to make the needed repairs. [redacted] declined the repairs and was advised that there were diagnostic charges.Often customers assume that diagnostic charges are a "free estimate". Rarely is this the case, since most repairs require technician time to determine the cause and to be able to stand behind our work. We try to inform our customers that there will be diagnostic charges when ever we think this might be the case to avoid these misunderstandings. [redacted] has had us diagnose vehicles in the past, and has been aware of and paid for these charges before.Most recently, [redacted] had us diagnose a transmission in his Eagle Talon. As it turned out, the transmission was beyond repair and [redacted] decided to not fix the car, but to have it salvaged. Because of his situation, we did not charge [redacted] for the diagnostic charges we had for that visit. Perhaps that circumstance caused [redacted] to think that we would not be charging for this visit.[redacted]'s mother picked up and paid for [redacted]'s vehicle, while dropping off her own for repairs.[redacted]'s mother contacted us regarding the bill for the Dakota and expressed that [redacted] had evidently not been expecting the charge of $194.94. When asked by our Lead Service Advisor how we could make this right, She asked if we could split the bill. On November 15th, we sent [redacted] a check for $98.00 and assumed that we had resolved the issue to their satisfaction. If this is not the case, we would like the opportunity to correct the situation and regain their trust.
I'm very sorry that we did not meet [redacted]'s expectations for our service. [redacted] and his mother have been customers of Metric Motors since 2009. [redacted] brought in a Dodge Dakota because of a Check Engine Light that was on and he had noticed a coolant leak. This was the first time we had seen the...
vehicle.Since this was the first time we had seen the vehicle, we conducted a thorough inspection of the vehicle at no charge, so that he could be aware of it's overall condition.The cause of the Check Engine Light required over an hour to diagnose. The coolant leak was determined by visual inspection, to be the radiator, but the remainder of the cooling system was inspected to determine the integrity of the rest of system.Although I can not state for certain that he was informed that there would be a diagnostic charge when he dropped the vehicle off for us. It is our standard practice to do so. [redacted] was later advised of the cost to make the needed repairs. [redacted] declined the repairs and was advised that there were diagnostic charges.Often customers assume that diagnostic charges are a "free estimate". Rarely is this the case, since most repairs require technician time to determine the cause and to be able to stand behind our work. We try to inform our customers that there will be diagnostic charges when ever we think this might be the case to avoid these misunderstandings. [redacted] has had us diagnose vehicles in the past, and has been aware of and paid for these charges before.Most recently, [redacted] had us diagnose a transmission in his Eagle Talon. As it turned out, the transmission was beyond repair and [redacted] decided to not fix the car, but to have it salvaged. Because of his situation, we did not charge [redacted] for the diagnostic charges we had for that visit. Perhaps that circumstance caused [redacted] to think that we would not be charging for this visit.[redacted]'s mother picked up and paid for [redacted]'s vehicle, while dropping off her own for repairs.[redacted]'s mother contacted us regarding the bill for the Dakota and expressed that [redacted] had evidently not been expecting the charge of $194.94. When asked by our Lead Service Advisor how we could make this right, She asked if we could split the bill. On November 15th, we sent [redacted] a check for $98.00 and assumed that we had resolved the issue to their satisfaction. If this is not the case, we would like the opportunity to correct the situation and regain their trust.