Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: Dan [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
I have received the complaint from Ms. [redacted] and am downhearted to learn that she is upset with us. We appreciate her and we...
don't want to lose her as our customer.
I read that Ms. [redacted] was offended by our mechanic and that she felt that the mechanic didn't have respect for her. We are deeply sorry for that and also really regret that she got offended by him. We know that Ms. [redacted]'s time is very precious and know that this experience was probably stressful for her.
We spoke with our mechanic regarding this information and he is very sorry to have come across as disrespectful and said that he certainly didn't mean to appear that way.
He said that the symptoms she described such as "the rpms were climbing to 3200 between shifts" do not match the symptoms of a bad water pump. He would feel guilty to perform a service or replace a part that isn't justified or needed.
I read that she had the water pump replaced at another shop and that the receipt was available for viewing. I would appreciate it if she would contact me and forward a copy of that invoice to me so that I can find out how to help her.
Thanks for assisting us with our customer relations.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On my first visit with Berger,I stated that I was hearing a noise and that I strongly suspected it was the water pump. I never even mentioned the high idle on first presentation. The sound was NEVER addressed even when I pointed it out on the ride along.
The high idle was never even resolved and I suspect the EGR valve was never the issue. I will be having an independent mechanic address the issue in the week to come as it has become more severe.
I really don't understand how I could have been more clear. I had a witness with me when I presented the car that heard me tell them it was the water pump.
I would like reimbursement for what I ended up having to get done elsewhere and I will present the receipt. More than that, I would like an honest apology that does not include lies about me and what I told them about my car.
Final Business Response /* (4000, 9, 2016/01/20) */
Contact Name and Title: Dan [redacted]
On January 15 Ms. [redacted] brought her vehicle back to us and requested that we replace the E.G.R. valve under warranty. We were happy to do that for her. Afterward we noticed that the engine still had a high idle problem, so our Service Manager offered that we would go ahead and do the diagnostics on that for her at no charge. She took the car with her at that time and we're waiting for her reply.
We are very happy to be working with her again and we also appreciate your help with this matter.
OFFER:
We offer to diagnose the additional problem for her at no cost.
Initial Business Response /* (1000, 6, 2016/01/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
We want to offer Mr. [redacted] our sincere apology for this unfortunate situation.
Our employee Josh misspoke with regard to our...
company policy and mishandled our customer service to him.
Josh didn't understand our policy and should have checked with our store manager for clarification before speaking to [redacted].
Josh has already been in contact with Laliebe and has assured him that we will take care of his vehicle. We feel terrible about this and we are reviewing this policy with our other employees as well. I'm hoping that [redacted] will forgive us and know that he is a valued customer of Berger Auto.
Thank you for your assistance with our customer relations.
OFFER:
We will take care of his vehicle.
Initial Business Response /* (1000, 5, 2015/04/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
I have read the complaint and troubling comments made by Mr. XXXXX XXXXXX. We did Not lie about what repairs did or did not need to be...
made. It's just not true that we took "advantage" of his wife because she's a "woman" or his stepson because "he didn't know any better" like he stated. That's just not true.
When the vehicle was brought to us, the customer concern on the work order was "Needs BrakesSquealing". When our technician checked the brakes, he reported that in order to address the brake noise problem that he recommended replacing the pads and rotors. He used a micrometer and recorded the readings on the work order. He recommended the rotor replacement on the 2 rotors that Mr. XXXXXX is concerned about because of his experience with warpage and the rust. It would have been necessary to turn the rotors down to the minimum thickness. We have experienced problems after turning this type of rotor down to the minimum with warpage and he also recommended this option to assure it would solve the noise concern.
We stand behind the service that we provide and do not want our customers to have problems after they get their vehicles back from us.
I can tell that Mr. XXXXXX is a reasonable and sincere person, but his comments are distressing because I know that we make our recommendations based on how we would treat our own family members.
We do not have bogas charges for our service. When we recommend maintenance service or repairs, we do what we honestly feel is for the best interest of our customers and often times we have saved our customers money by getting them by with less than they thought they needed and charging less than they were originally quoted.
Mr. XXXXXX wants $164.90 refunded so we want to do that for him. We appreciate Mrs. XXXXXX and their stepson for trusting us when they came to us for their vehicle service and we want their family to be happy with us.
If Mr. XXXXXX will contact me, I would love to talk to him and take care of him.
Thanks for your help.
OFFER:
Initial Business Response /* (1000, 5, 2015/12/30) */
Contact Name and Title: Dan [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
I have received the complaint from Ms. [redacted] and am downhearted to learn that she is upset with us. We appreciate her and we...
don't want to lose her as our customer.
I read that Ms. [redacted] was offended by our mechanic and that she felt that the mechanic didn't have respect for her. We are deeply sorry for that and also really regret that she got offended by him. We know that Ms. [redacted]'s time is very precious and know that this experience was probably stressful for her.
We spoke with our mechanic regarding this information and he is very sorry to have come across as disrespectful and said that he certainly didn't mean to appear that way.
He said that the symptoms she described such as "the rpms were climbing to 3200 between shifts" do not match the symptoms of a bad water pump. He would feel guilty to perform a service or replace a part that isn't justified or needed.
I read that she had the water pump replaced at another shop and that the receipt was available for viewing. I would appreciate it if she would contact me and forward a copy of that invoice to me so that I can find out how to help her.
Thanks for assisting us with our customer relations.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On my first visit with Berger,I stated that I was hearing a noise and that I strongly suspected it was the water pump. I never even mentioned the high idle on first presentation. The sound was NEVER addressed even when I pointed it out on the ride along.
The high idle was never even resolved and I suspect the EGR valve was never the issue. I will be having an independent mechanic address the issue in the week to come as it has become more severe.
I really don't understand how I could have been more clear. I had a witness with me when I presented the car that heard me tell them it was the water pump.
I would like reimbursement for what I ended up having to get done elsewhere and I will present the receipt. More than that, I would like an honest apology that does not include lies about me and what I told them about my car.
Final Business Response /* (4000, 9, 2016/01/20) */
Contact Name and Title: Dan [redacted]
On January 15 Ms. [redacted] brought her vehicle back to us and requested that we replace the E.G.R. valve under warranty. We were happy to do that for her. Afterward we noticed that the engine still had a high idle problem, so our Service Manager offered that we would go ahead and do the diagnostics on that for her at no charge. She took the car with her at that time and we're waiting for her reply.
We are very happy to be working with her again and we also appreciate your help with this matter.
OFFER:
We offer to diagnose the additional problem for her at no cost.
Initial Business Response /* (1000, 6, 2016/01/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
We want to offer Mr. [redacted] our sincere apology for this unfortunate situation.
Our employee Josh misspoke with regard to our...
company policy and mishandled our customer service to him.
Josh didn't understand our policy and should have checked with our store manager for clarification before speaking to [redacted].
Josh has already been in contact with Laliebe and has assured him that we will take care of his vehicle. We feel terrible about this and we are reviewing this policy with our other employees as well. I'm hoping that [redacted] will forgive us and know that he is a valued customer of Berger Auto.
Thank you for your assistance with our customer relations.
OFFER:
We will take care of his vehicle.
Initial Business Response /* (1000, 5, 2015/04/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
I have read the complaint and troubling comments made by Mr. XXXXX XXXXXX. We did Not lie about what repairs did or did not need to be...
made. It's just not true that we took "advantage" of his wife because she's a "woman" or his stepson because "he didn't know any better" like he stated. That's just not true.
When the vehicle was brought to us, the customer concern on the work order was "Needs BrakesSquealing". When our technician checked the brakes, he reported that in order to address the brake noise problem that he recommended replacing the pads and rotors. He used a micrometer and recorded the readings on the work order. He recommended the rotor replacement on the 2 rotors that Mr. XXXXXX is concerned about because of his experience with warpage and the rust. It would have been necessary to turn the rotors down to the minimum thickness. We have experienced problems after turning this type of rotor down to the minimum with warpage and he also recommended this option to assure it would solve the noise concern.
We stand behind the service that we provide and do not want our customers to have problems after they get their vehicles back from us.
I can tell that Mr. XXXXXX is a reasonable and sincere person, but his comments are distressing because I know that we make our recommendations based on how we would treat our own family members.
We do not have bogas charges for our service. When we recommend maintenance service or repairs, we do what we honestly feel is for the best interest of our customers and often times we have saved our customers money by getting them by with less than they thought they needed and charging less than they were originally quoted.
Mr. XXXXXX wants $164.90 refunded so we want to do that for him. We appreciate Mrs. XXXXXX and their stepson for trusting us when they came to us for their vehicle service and we want their family to be happy with us.
If Mr. XXXXXX will contact me, I would love to talk to him and take care of him.
Thanks for your help.
OFFER: