Please find our response to customer complaint ID [redacted] below: Our customer came in on February 18th, 2017 with her 2003 BMW X5 and asked us to install two parts for her that she had already purchased. The items she asked us to install were a driver's front window regulator/motor assembly...
and interior door handle. Generally, we do not install parts that are not supplied by us. Mostly because we cannot take responsibility for the part if it fails since it was not provided by us. As professionals, we know what brands and types of parts work best in certain applications and we will not supply inferior products. The only warranty that we can provide if a customer supplies his/her own parts is on installation error. If we made a mistake while installing the part we would warranty our labor and the part the customer originally supplied. We thoroughly explained this to our customer before installing these parts. In this case we made an exception and installed the parts our customer brought to us. We again explained at that time that we could not warranty the labor or the parts that we were installing since we didn't supply them. In addition to installing her parts, we furnished and installed two connectors that attach the window regulator to the window glass. These parts were genuine BMW parts and did not fail. Unfortunately the window regulator the customer supplied failed and she returned to us on March 1st, 2017. We removed the door panel and determined the clips that are made onto the window regulator (which were made of plastic) broke causing the window to not go up. We informed our customer of what we found and offered to furnish a better quality window regulator and install it with a 2 year nationwide warranty which we offer on all parts that we supply. She declined to have us furnish the part. Instead, she sourced her own part again. We gave her our advice to make sure the clips that are made onto the regulator are metal on this new part because it will perform better and last longer. She did take our advice and supplied us with a window regulator that had metal clips this time. We installed it and confirmed it was working properly. In an effort to help our customer with the cost of the second repair we discounted the labor price to install the window regulator this time. She paid us for the repair and picked the vehicle up. The following week her mother called and asked me to call her back. I returned her phone call and discussed what happened to her daughter's car with her. I did not laugh at her. I told her that the first window regulator her daughter supplied us with had plastic clips made into it and that was what had failed. I also informed her that I would not expect a window regulator that had plastic clips made into it to last very long. I expressed to her how important customer service and customer satisfaction are and always have been to us. But, since we did not furnish the parts, and the part is what failed, that I could not warranty the second repair. I asked if she would mind telling me where her daughter purchased the original part so I could call them and be an advocate for her. I hoped that as a professional garage maybe I could convince them to credit her for the labor to replace the failed part. She refused to give that information to me and said it was none of my business. She continued to demand a refund and demanded that I have my staff return toothbrushes her daughter gave to them several months prior. I told her that was a very generous gift for her daughter to give but it was several months ago and those gifts were given to the individuals that were on duty that day, not to the business, so I could not return those to her. They had also been used at this point so I would consider that unsanitary. She threatened to sue us and to report us to the Revdex.com and tell everyone she knows about what she experienced with us. I tried to help diffuse the situation to no avail. I gave her advice for her daughter to follow in the future to prevent this from happening. My advice to her was for her daughter to allow the shop she chooses to perform work on her vehicle to furnish the parts they install so they can stand behind the repairs made to her vehicle. At this time she hung up on me. I called her daughter and left a message on her voicemail to please return my call so I could speak with her further. She has not called me back as of now. Of course, now we received this complaint instead. In the complaint there are several items that are not correct. The complaint stated the first repair was not performed properly. That is not true. The first and second repairs were performed properly but the inferior part quality caused the first window regulator to break. The complaint stated I laughed at her mom. That is not true. I take these matters very seriously and did not laugh at her. Furthermore, the complaint stated her door handle makes a creaking sound now. The first I have heard about the door handle making a creaking sound is in the complaint. As always, we would be happy to check the door handle out to determine the cause of the creaking at no charge to her. If the part is the problem (which I strongly suspect) we cannot warranty the replacement of it because we did not supply it either. I am very sorry this situation took place. Again though, we cannot offer a refund because we completed the repairs properly and did not supply the failed parts. I sincerely wish our customer well and hope she has better luck with her vehicle in the future. If she will heed my advice, and allow the repair shop that she has work on her vehicle supply the parts they install, then I am sure she will have a much better outcome from here forward. Please let me know if you have any questions or need any more information.Sincerely, [redacted] SnareBlue Ridge Truck & Auto
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed 1. I have never met this [redacted] or spoke with him 2. I have voicemail messages from the garage stating that they needed to get plastic clips from w to install my window regulator 3 they supplied the parts from BMW not me my window regulator has no plastic parts or clips and I can supply a photo and a description from the company that made it 4 the garage told me to get my own parts and that it would save me money as they mark up their parts 5 not once did the garage tell me the part would fail or not hold up 6 after they installed the first window regulator the window would not roll up all the way 7 I have never given this garage any toothbrushes as a bribe or anything nor would I ask someone to return ban toothbrush used 8 The garage never told me that they would not warranty their work ifso I would have gone to a better garage that would warranty the work 9 I want my refund for the second repair because they installed plastic clips they got from BMW and these were not needed and the repair failed not the regulator I have sent the regulator back to the company and they stated the part was in good working order that's the garage must have installed it wrong 10 The repair was a week from the first failed improper repair 11 yes [redacted] was on speakerphone and yes he did laugh at my mother and state in a recorded phone call that he knew the first repair would fail but they made me pay for it anyway and let me come back and pay again and that he wouldn't give back my money 12 either they return my refund for the second repair that was to fix what they did wrong to fix parts they supplied that were either installed wrong or failed which were the plastic clips blue ridge truck and auto drove to BMW to get to put into my window system or we can go to court and they can pay for lost wages rental car and both repairs and lawyer fees to seek a refund for the time and trouble they caused me from not doing the first job rigjt 13 I've never met [redacted] and he's never been at the location any time I've had repairs done he has never met me once
[redacted]
Please find our response to customer complaint ID [redacted] below: Our customer came in on February 18th, 2017 with her 2003 BMW X5 and asked us to install two parts for her that she had already purchased. The items she asked us to install were a driver's front window regulator/motor assembly...
and interior door handle. Generally, we do not install parts that are not supplied by us. Mostly because we cannot take responsibility for the part if it fails since it was not provided by us. As professionals, we know what brands and types of parts work best in certain applications and we will not supply inferior products. The only warranty that we can provide if a customer supplies his/her own parts is on installation error. If we made a mistake while installing the part we would warranty our labor and the part the customer originally supplied. We thoroughly explained this to our customer before installing these parts. In this case we made an exception and installed the parts our customer brought to us. We again explained at that time that we could not warranty the labor or the parts that we were installing since we didn't supply them. In addition to installing her parts, we furnished and installed two connectors that attach the window regulator to the window glass. These parts were genuine BMW parts and did not fail. Unfortunately the window regulator the customer supplied failed and she returned to us on March 1st, 2017. We removed the door panel and determined the clips that are made onto the window regulator (which were made of plastic) broke causing the window to not go up. We informed our customer of what we found and offered to furnish a better quality window regulator and install it with a 2 year nationwide warranty which we offer on all parts that we supply. She declined to have us furnish the part. Instead, she sourced her own part again. We gave her our advice to make sure the clips that are made onto the regulator are metal on this new part because it will perform better and last longer. She did take our advice and supplied us with a window regulator that had metal clips this time. We installed it and confirmed it was working properly. In an effort to help our customer with the cost of the second repair we discounted the labor price to install the window regulator this time. She paid us for the repair and picked the vehicle up. The following week her mother called and asked me to call her back. I returned her phone call and discussed what happened to her daughter's car with her. I did not laugh at her. I told her that the first window regulator her daughter supplied us with had plastic clips made into it and that was what had failed. I also informed her that I would not expect a window regulator that had plastic clips made into it to last very long. I expressed to her how important customer service and customer satisfaction are and always have been to us. But, since we did not furnish the parts, and the part is what failed, that I could not warranty the second repair. I asked if she would mind telling me where her daughter purchased the original part so I could call them and be an advocate for her. I hoped that as a professional garage maybe I could convince them to credit her for the labor to replace the failed part. She refused to give that information to me and said it was none of my business. She continued to demand a refund and demanded that I have my staff return toothbrushes her daughter gave to them several months prior. I told her that was a very generous gift for her daughter to give but it was several months ago and those gifts were given to the individuals that were on duty that day, not to the business, so I could not return those to her. They had also been used at this point so I would consider that unsanitary. She threatened to sue us and to report us to the Revdex.com and tell everyone she knows about what she experienced with us. I tried to help diffuse the situation to no avail. I gave her advice for her daughter to follow in the future to prevent this from happening. My advice to her was for her daughter to allow the shop she chooses to perform work on her vehicle to furnish the parts they install so they can stand behind the repairs made to her vehicle. At this time she hung up on me. I called her daughter and left a message on her voicemail to please return my call so I could speak with her further. She has not called me back as of now. Of course, now we received this complaint instead. In the complaint there are several items that are not correct. The complaint stated the first repair was not performed properly. That is not true. The first and second repairs were performed properly but the inferior part quality caused the first window regulator to break. The complaint stated I laughed at her mom. That is not true. I take these matters very seriously and did not laugh at her. Furthermore, the complaint stated her door handle makes a creaking sound now. The first I have heard about the door handle making a creaking sound is in the complaint. As always, we would be happy to check the door handle out to determine the cause of the creaking at no charge to her. If the part is the problem (which I strongly suspect) we cannot warranty the replacement of it because we did not supply it either. I am very sorry this situation took place. Again though, we cannot offer a refund because we completed the repairs properly and did not supply the failed parts. I sincerely wish our customer well and hope she has better luck with her vehicle in the future. If she will heed my advice, and allow the repair shop that she has work on her vehicle supply the parts they install, then I am sure she will have a much better outcome from here forward. Please let me know if you have any questions or need any more information.Sincerely, [redacted] SnareBlue Ridge Truck & Auto
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed 1. I have never met this [redacted] or spoke with him 2. I have voicemail messages from the garage stating that they needed to get plastic clips from w to install my window regulator 3 they supplied the parts from BMW not me my window regulator has no plastic parts or clips and I can supply a photo and a description from the company that made it 4 the garage told me to get my own parts and that it would save me money as they mark up their parts 5 not once did the garage tell me the part would fail or not hold up 6 after they installed the first window regulator the window would not roll up all the way 7 I have never given this garage any toothbrushes as a bribe or anything nor would I ask someone to return ban toothbrush used 8 The garage never told me that they would not warranty their work ifso I would have gone to a better garage that would warranty the work 9 I want my refund for the second repair because they installed plastic clips they got from BMW and these were not needed and the repair failed not the regulator I have sent the regulator back to the company and they stated the part was in good working order that's the garage must have installed it wrong 10 The repair was a week from the first failed improper repair 11 yes [redacted] was on speakerphone and yes he did laugh at my mother and state in a recorded phone call that he knew the first repair would fail but they made me pay for it anyway and let me come back and pay again and that he wouldn't give back my money 12 either they return my refund for the second repair that was to fix what they did wrong to fix parts they supplied that were either installed wrong or failed which were the plastic clips blue ridge truck and auto drove to BMW to get to put into my window system or we can go to court and they can pay for lost wages rental car and both repairs and lawyer fees to seek a refund for the time and trouble they caused me from not doing the first job rigjt 13 I've never met [redacted] and he's never been at the location any time I've had repairs done he has never met me once
[redacted]