Bellingham Automotive

Once again, it is unfortunate that we were not provided with the complainant’s contact information when the vehicle was towed to our shop so that possibly her concerns with the service and repairs could have been avoidedWe did get approval from the client for the initial diagnostic fee and we were told to “go ahead and repair the starter and flexplate.” There were further repairs that the client told us not to doAs previously stated, we followed the state laws throughout the processThe vehicle has been picked up from our shop by the customer and his father on 4/28/and the bill paid in full

Complaint: [redacted] I am rejecting this response because the business proceeded to make repairs without estimate provided to minor son, in a timeframe that did not allow either owner to contact the businessWhen contact was made to discuss the estimate, repairs were already completed without authorizationOwners information was inside the car on registration as required, contact information was available to business if they needed to move faster on discussing repairsHowever, the business did not do their due diligence, speak to owners of vehicle, or provide an estimated cost of repairsSon was never told an estimate, I told him I would call business, then repairs were already done and we were trappedIs that the strategy of this business? Refund needs to take place ASAP for unauthorized labor fees to avoid further action, which is supported by the sparse documentation provided to me by the businessNo estimate was ever discussed with anyone who has authority over the bills associated with owners property.Sincerely, [redacted]

The customer (complainant's son) had the vehicle towed to our businessAs is always our practice, we asked the customer for their contact information and the son gave us his contact informationOur service adviser asked if there was another contact person for the job and the son said, "No." If the complainant's contact information had been provided to us, we would have gladly contacted her about the repairsSubsequently, we only knew her son as our customer and had no means to talk to the complainant during the week's time that we had the vehicle at our shopWe only knew about her opinion on the vehicle when the repairs were completeAs is always our practice and in line with industry standards, we ask for the customer's authorization to proceed on any service or repairsThe following notes are on the repair order in question: Customer states that: An inspection be performed for the following concern: tow in- suspect starter issue- grind noise on attemptCost Est: $59Notes: Customer authorized repairs on starter then flexplateAfter starter installed had to confirm with customer that Monday completion is ok due to part(s) delivery delay- customer authorized starter, then flexplate and then extended completion time on partsCustomer declined additional repair- (communicated with customer different times for authorization on all repairs performed including initial diagnosis and additional repairs performed.) The complainant did call our shop after all of the work had been done and told us that because we had conducted business with a minor (her son) and it was her car, she did not have to pay for the completed repairsAs far as our obtaining a signature from a client on the estimated work, in the state of Washington, verbal authorization is sufficient for authorization, which we did receive from the son as indicated in the notes aboveOur service advisers are trained to state exactly what the repair/service is, the cost of the repair/service, and have the customer give an affirmative approvalThe complainant also threatened to call the police and have the vehicle taken off of our property On April 28th, the customer and his father came into our business and apologized for the inconvenience that all of this had caused our company and paid the bill for the repairs in full In conclusion, we followed all of our regular business practices with this customerWe hold ourselves accountable to highly ethical standards and exceptional customer service and feel that we did so in this situation

Complaint: [redacted] I am rejecting this response because: son was not made aware of any estimate for repair, he simply said "ok" that more repairs were needed so he could inform me, the titled owner of the carWhen I called to discuss the repairs I was told the repairs were already made for over $Son could not have authorized repair as 1) a minor and 2) not the owner of the vehicle, and 3) no verbal or documented estimate of repair costsWhen I told the business I was having the car towed elsewhere they stated (Dan) the "car isn't going anywhere until it's paid in full." Son needs to work and attend school, so repair bill was paid despite unethical business practice of repairing cars in an unauthorized fashion then bullying customers into paying exorbitant repair costs Therefore, labor fees should be refunded to settle this matter.Sincerely, [redacted]

The customer (complainant's son) had the vehicle towed to our businessAs is always our practice, we asked the customer for their contact information and the son gave us his contact informationOur service adviser asked if there was another contact person for the job and the son said, "No." If the
complainant's contact information had been provided to us, we would have gladly contacted her about the repairsSubsequently, we only knew her son as our customer and had no means to talk to the complainant during the week's time that we had the vehicle at our shopWe only knew about her opinion on the vehicle when the repairs were completeAs is always our practice and in line with industry standards, we ask for the customer's authorization to proceed on any service or repairsThe following notes are on the repair order in question:
Customer states that: An inspection be performed for the following concern: tow in- suspect starter issue- grind noise on attemptCost Est: $59Notes: Customer authorized repairs on starter then flexplateAfter starter installed had to confirm with customer that Monday completion is ok due to part(s) delivery delay- customer authorized starter, then flexplate and then extended completion time on partsCustomer declined additional repair- (communicated with customer different times for authorization on all repairs performed including initial diagnosis and additional repairs performed.)
The complainant did call our shop after all of the work had been done and told us that because we had conducted business with a minor (her son) and it was her car, she did not have to pay for the completed repairsAs far as our obtaining a signature from a client on the estimated work, in the state of Washington, verbal authorization is sufficient for authorization, which we did receive from the son as indicated in the notes aboveOur service advisers are trained to state exactly what the repair/service is, the cost of the repair/service, and have the customer give an affirmative approvalThe complainant also threatened to call the police and have the vehicle taken off of our property.
On April 28th, the customer and his father came into our business and apologized for the inconvenience that all of this had caused our company and paid the bill for the repairs in full.
In conclusion, we followed all of our regular business practices with this customerWe hold ourselves accountable to highly ethical standards and exceptional customer service and feel that we did so in this situation

Complaint: ***I am rejecting this response because: son was not made aware of any estimate for repair, he simply said "ok" that more repairs were needed so he could inform me, the titled owner of the carWhen I called to discuss the repairs I was told the repairs were already made for over $Son could not have authorized repair as 1) a minor and 2) not the owner of the vehicle, and 3) no verbal or documented estimate of repair costsWhen I told the business I was having the car towed elsewhere they stated (Dan) the "car isn't going anywhere until it's paid in full." Son needs to work and attend school, so repair bill was paid despite unethical business practice of repairing cars in an unauthorized fashion then bullying customers into paying exorbitant repair costs? Therefore, labor fees should be refunded to settle this matter.Sincerely,*** ***

Complaint: ***I am rejecting this response because the business proceeded to make repairs without estimate provided to minor son, in a timeframe that did not allow either owner to contact the businessWhen contact was made to discuss the estimate, repairs were already completed without authorizationOwners information was inside the car on registration as required, contact information was available to business if they needed to move faster on discussing repairsHowever, the business did not do their due diligence, speak to owners of vehicle, or provide an estimated cost of repairsSon was never told an estimate, I told him I would call business, then repairs were already done and we were trappedIs that the strategy of this business? Refund needs to take place ASAP for unauthorized labor fees to avoid further action, which is supported by the sparse documentation provided to me by the businessNo estimate was ever discussed with anyone who has authority over the bills associated with owners property.Sincerely,*** ***

Once again, it is unfortunate that we were not provided with the complainant’s contact information when the vehicle was towed to our shop so that possibly her concerns with the service and repairs could have been avoidedWe did get approval from the client for the initial diagnostic fee and we were told to “go ahead and repair the starter and flexplate.” There were further repairs that the client told us not to doAs previously stated, we followed the state laws throughout the processThe vehicle has been picked up from our shop by the customer and his father on 4/28/and the bill paid in full.?

The customer (complainant's son) had the vehicle towed to our business. As is always our practice, we asked the customer for their contact information and the son gave us his contact information. Our service adviser asked if there was another contact person for the job and the son said, "No." If the...

complainant's contact information had been provided to us, we would have gladly contacted her about the repairs. Subsequently, we only knew her son as our customer and had no means to talk to the complainant during the week's time that we had the vehicle at our shop. We only knew about her opinion on the vehicle when the repairs were complete. As is always our practice and in line with industry standards, we ask for the customer's authorization to proceed on any service or repairs. The following notes are on the repair order in question:
Customer states that: An inspection be performed for the following concern: tow in- suspect starter issue- grind noise on attempt. Cost Est: $59Notes: Customer authorized repairs on starter then flexplate. After starter installed had to confirm with customer that Monday completion is ok due to part(s) delivery delay- customer authorized starter, then flexplate and then extended completion time on parts. Customer declined additional repair- (communicated with customer 4 different times for authorization on all repairs performed including initial diagnosis and additional repairs performed.)
The complainant did call our shop after all of the work had been done and told us that because we had conducted business with a minor (her son) and it was her car, she did not have to pay for the completed repairs. As far as our obtaining a signature from a client on the estimated work, in the state of Washington, verbal authorization is sufficient for authorization, which we did receive from the son as indicated in the notes above. Our service advisers are trained to state exactly what the repair/service is, the cost of the repair/service, and have the customer give an affirmative approval. The complainant also threatened to call the police and have the vehicle taken off of our property. 
On April 28th, the customer and his father came into our business and apologized for the inconvenience that all of this had caused our company and paid the bill for the repairs in full. 
In conclusion, we followed all of our regular business practices with this customer. We hold ourselves accountable to highly ethical standards and exceptional customer service and feel that we did so in this situation.

Once again, it is unfortunate that we were not provided with the complainant’s contact information when the vehicle was towed to our shop so that possibly her concerns with the service and repairs could have been avoided. We did get approval from the client for the initial diagnostic fee and we were told to “go ahead and repair the starter and flexplate.” There were further repairs that the client told us not to do. As previously stated, we followed the state laws throughout the process. The vehicle has been picked up from our shop by the customer and his father on 4/28/2016 and the bill paid in full.

Complaint: [redacted]I am rejecting this response because the business proceeded to make repairs without estimate provided to minor son, in a timeframe that did not allow either owner to contact the business. When contact was made to discuss the estimate, repairs were already completed without authorization. Owners information was inside the car on registration as required, contact information was available to business if they needed to move faster on discussing repairs. However, the business did not do their due diligence, speak to owners of vehicle, or provide an estimated cost of repairs. Son was never told an estimate, I told him I would call business, then repairs were already done and we were trapped. Is that the strategy of this business? Refund needs to take place ASAP for unauthorized labor fees to avoid further action, which is supported by the sparse documentation provided to me by the business. No estimate was ever discussed with anyone who has authority over the bills associated with owners property.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: son was not made aware of any estimate for repair, he simply said "ok" that more repairs were needed so he could inform me, the titled owner of the car. When I called to discuss the repairs I was told the repairs were already made for over $1200. Son could not have authorized repair as 1) a minor and 2) not the owner of the vehicle, and 3) no verbal or documented estimate of repair costs. When I told the business I was having the car towed elsewhere they stated (Dan) the "car isn't going anywhere until it's paid in full." Son needs to work and attend school, so repair bill was paid despite unethical business practice of repairing cars in an unauthorized fashion then bullying customers into paying exorbitant repair costs.  Therefore, labor fees should be refunded to settle this matter.Sincerely,[redacted]