Auto Advantage Car Care Ctr

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ We are writing back to you concerning a complaint received by you from the above mentioned personWe are happy to have resolved this issue as customer satisfaction is always our number one priorityWe would like it noted that we did indeed call the customer back twice with no answerHe could have easily come into the shop as we have very convenient hours days a week There is confusion on our part in what the customer is statingThe original work was completed 10/30/In his complaint, he stated that he believed that no work had been done on this dayWe take our work very seriously and we try to achieve 100% satisfaction at all timesIf he did not feel that any work had been done, then why did he pay the bill? Another peculiar thing: he had driven the car for over a year with no returns or issuesClearly, the work on 10/30/was not only completed but it was completed to the customer's satisfactionWe cannot judge how the wear and tear of the pads was affected by how a person drives their vehicle or how other parts in the brake system can prematurely wear pads due to the age of the vehicle and the miles on the vehicle, but we do stand by our work This leads to 11/8/14, over a year later, when the customer finally brought his vehicle back for serviceIt is correct that the pads have a lifetime warranty and due to a computer error, he was charged $This amount is due back to himThe year warranty on labor and other parts installed had expiredThis is clearly stated on the invoice from 10/30/The customer also approved another service on 11/8/which does not indicate someone being unsatisfied In good faith and to uphold our 100% satisfaction, we have refunded the customer the $plus tax for his requested resolution in a check form that the customer picked up by the customer on 08/11/We want to assure the customer that we would have been more than happy to handle this mistake in person without further outside involvement This gesture of good faith does not admit any wrongdoing on our part, just a simple mistakeWe clearly believe that the customer could have simply come into the shop at any of the convenient open hours to resolve this in person as we pride ourselves on the personal relationships that we have built with our customers over the years that we have been in businessWe are a proud small business that stands behind the work that goes out of the automotive center

Initial Business Response /* (1000, 5, 2015/08/14) */
We are writing back to you concerning a complaint received by you from the above mentioned person. We are happy to have resolved this issue as customer satisfaction is always our number one priority. We would like it noted that we did indeed...

call the customer back twice with no answer. He could have easily come into the shop as we have very convenient hours 6 days a week.
There is confusion on our part in what the customer is stating. The original work was completed 10/30/13. In his complaint, he stated that he believed that no work had been done on this day. We take our work very seriously and we try to achieve 100% satisfaction at all times. If he did not feel that any work had been done, then why did he pay the bill? Another peculiar thing: he had driven the car for over a year with no returns or issues. Clearly, the work on 10/30/13 was not only completed but it was completed to the customer's satisfaction. We cannot judge how the wear and tear of the pads was affected by how a person drives their vehicle or how other parts in the brake system can prematurely wear pads due to the age of the vehicle and the miles on the vehicle, but we do stand by our work.
This leads to 11/8/14, over a year later, when the customer finally brought his vehicle back for service. It is correct that the pads have a lifetime warranty and due to a computer error, he was charged $94.20. This amount is due back to him. The 1 year warranty on labor and other parts installed had expired. This is clearly stated on the invoice from 10/30/13. The customer also approved another service on 11/8/14 which does not indicate someone being unsatisfied.
In good faith and to uphold our 100% satisfaction, we have refunded the customer the $259.05 plus tax for his requested resolution in a check form that the customer picked up by the customer on 08/11/15. We want to assure the customer that we would have been more than happy to handle this mistake in person without further outside involvement.
This gesture of good faith does not admit any wrongdoing on our part, just a simple mistake. We clearly believe that the customer could have simply come into the shop at any of the convenient open hours to resolve this in person as we pride ourselves on the personal relationships that we have built with our customers over the 20 years that we have been in business. We are a proud small business that stands behind the work that goes out of the automotive center.