Better Health Acupuncture and Chinese Medicine

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: John S[redacted] Sales Manager
Contact Phone: XXX-XXX-XXXX x341
Contact Email: [redacted]@carcity.com
The client is not happy with the fact that her car has needed repairs which are not covered under her service repair. ...

We have agreed to service the vehicle and have agreed to perforn the repairs under a one-time "goodwill".
The customer will be given a complimentary loaner car when she drops the vehicle off at our South Bend location on Wed. 5-27. She will be responsible to pay $100, which would be the normail deductible for her service contract if the items were covered.
OFFER:
We will assume the cost of the repairs under "goodwill" less the customer paying $100. This is a "onetime" offer and all future repairs are the responsibility of the consumer.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
John called me on the phone and I explained what was wrong with car. They said they would repair the issues with goodwill not once did John said anything about me paying a penny to have this done. John also said he would call me back its now been 4 days. Until I received this response did I know I would still be making the hour and half drive to drop the car off since my impression from the phone call was he had to contact the one location to get things set up and was going to call me back to confirm that Wednesday would be the day I drop it off.
Final Consumer Response /* (4200, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My car is sitting at the south bend lot, I tried calling them back but he was not in the office so they sent me to talk to south bend. I work til after 5pm during the weekday and I told them I work late plus have just over an hour drive to get that location. So South bend knew I was dropping it off on saturday after they opened. I can not always answer my cell while I am at work and its hard to return phones when the business is closed or they are gone by the time I can return calls. I run a plant by myself and if something breaks I have to fix it so the plant stays running so I cant always answer the phone.
Final Business Response /* (4000, 15, 2015/06/11) */
Maria,
I spoke with the client this AM. Her vehicle repairs have been completed. We are shipping her vehicle back to South Bend from Grand Rapids where our repair facility is located. She will be picking up her vehicle this Saturday. I told her that I would be responding one final time to the case. She said she will respond also once she has driven her vehicle.
John S[redacted]
CarCity