Bon Air Shell

Feb2016
To whom it may Concern,We received your letter dated
Feb12, with a case number of ***I apologize for the slow response
however the letter was full of inaccuracies and I wanted to have time to
investigateWe employ seven people at Bon Air Shell of
which three are women
We work on vehicles for men and women on a regular basisWe spoke to both Ms*** and her husband about the repairI do not understand the obvious attempt to
claim we are sexistWe are a business and as such don’t sell our gas, oil or
parts for the same price as which we payHer claim that we were charging her
three times the cost is incorrectShe is comparing her online price for a
Value Line bearing to the retail price of the Premium Bearing we offered herI
explained the difference in the parts and why we preferred to use the better
bearing when I prepared her estimateHere again, she is being less than
honestWe were asked by the *** to check their Ford Expedition for
an oil leak (possibly from the power steering system) and noise/looseness in
the front-endWe found that the left front wheel bearing was so worn that as
the vehicle was raised off the ground the wheel and tire would move
significantlyWe also discovered that the right side upper ball joint was worn
and the power steering pump was leaking profuselyWe offered Ms*** an
estimate for the repairs and she declinedShe inquired about the possibility
of us installing the parts if she purchased them herselfI explained to her
that I could not warranty any job that we did not supply the parts and we would
do the work on a time taken basisShe asked why I would give a quote for the
labor on a job that we supplied the parts but not on one where we did notI
informed her that if the time on the job was more than the book estimated I
would have to pay the technician more and would use some of the part markup for
that purposeShe was fully informed as to how she would be charged before any
work was performedWe installed the hub bearing and control arm she provided
with only slight extra time required (the nuts on the right side strut were
almost rusted away)The power steering pump proved to be much more difficult
Due to the severely rusted nature of the vehicle we could not get one bolt on
her power steering pump loose, we called (at her request) her husband and let
him know the situationWe told him the bolt was seized and would likely break
instead of coming outHe told us to proceedThe bolt broke and we extracted
itWe finished the job, filled the power steering system with fluid and
checked the other vital fluidsWe charged less time than the time spent on her
vehicle and for the needed materials not providedNeither she nor her husband has
asked for any explanation of the chargesWe are open to discuss what we charge
and why we have to, in this or any other situationWe are in the business of
repairing and maintaining vehicles and as such we attempt to do our best to
help the customers with the problems with their vehicleA labor guide is an
industry publication that repair facilities use in estimating how long a job
will takeIt is not perfect or absolute; if problems arise such as seized
bolts that is an additional costI believe that this is standard across the
industryI do not know of any facility that will remove seized or rusted bolts
for freeHowever at the end of the day, we did not create the problems with
the bolt, hub bearing, control arm or power steering pumpWe are trying to
solve her problems Sincerely, *** ***
Bon Air Shell

Feb. 16 2016 
To whom it may Concern,We received your letter dated
Feb. 12, 2016 with a case number of [redacted]. I apologize for the slow response
however the letter was full of inaccuracies and I wanted to have time to
investigate. We employ seven people at Bon Air Shell of which three are...

women.
We work on vehicles for men and women on a regular basis. We spoke to both Ms. [redacted] and her husband about the repair. I do not understand the obvious attempt to
claim we are sexist. We are a business and as such don’t sell our gas, oil or
parts for the same price as which we pay. Her claim that we were charging her
three times the cost is incorrect. She is comparing her online price for a
Value Line bearing to the retail price of the Premium Bearing we offered her. I
explained the difference in the parts and why we preferred to use the better
bearing when I prepared her estimate. Here again, she is being less than
honest. We were asked by the [redacted] to check their 2003 Ford Expedition for
an oil leak (possibly from the power steering system) and noise/looseness in
the front-end. We found that the left front wheel bearing was so worn that as
the vehicle was raised off the ground the wheel and tire would move
significantly. We also discovered that the right side upper ball joint was worn
and the power steering pump was leaking profusely. We offered Ms. [redacted] an
estimate for the repairs and she declined. She inquired about the possibility
of us installing the parts if she purchased them herself. I explained to her
that I could not warranty any job that we did not supply the parts and we would
do the work on a time taken basis. She asked why I would give a quote for the
labor on a job that we supplied the parts but not on one where we did not. I
informed her that if the time on the job was more than the book estimated I
would have to pay the technician more and would use some of the part markup for
that purpose. She was fully informed as to how she would be charged before any
work was performed. We installed the hub bearing and control arm she provided
with only slight extra time required (the nuts on the right side strut were
almost rusted away). The power steering pump proved to be much more difficult.
Due to the severely rusted nature of the vehicle we could not get one bolt on
her power steering pump loose, we called (at her request) her husband and let
him know the situation. We told him the bolt was seized and would likely break
instead of coming out. He told us to proceed. The bolt broke and we extracted
it. We finished the job, filled the power steering system with fluid and
checked the other vital fluids. We charged less time than the time spent on her
vehicle and for the needed materials not provided. Neither she nor her husband has
asked for any explanation of the charges. We are open to discuss what we charge
and why we have to, in this or any other situation. We are in the business of
repairing and maintaining vehicles and as such we attempt to do our best to
help the customers with the problems with their vehicle. A labor guide is an
industry publication that repair facilities use in estimating how long a job
will take. It is not perfect or absolute; if problems arise such as seized
bolts that is an additional cost. I believe that this is standard across the
industry. I do not know of any facility that will remove seized or rusted bolts
for free. However at the end of the day, we did not create the problems with
the bolt, hub bearing, control arm or power steering pump. We are trying to
solve her problems.                                                                           Sinc...⇄                                         ...⇄ [redacted]                                         ...⇄ /> Bon Air Shell

Review: When had vehicle checked out I was given list of repairs needed. They quoted me a price 3xs The amount what part actually costs. I bought from the same company they buy from(napa). They told me they couldn't give me a labor quote because although [redacted] states it takes one hour, they won't know what it actually takes. I chose to purchase parts myself from [redacted] for fraction of what they asked for, not including the labor. They then stated they mark up the prices of parts to cover any extra time it MIGHT take to complete the job ie frozen Bolt, other issues. And that doesn't even include the labor charge. They are charging twice for the same work. How can they quote a price based on their part but not on mine? How do I know how long it actually took them to replace it? There is no proof of what I am paying for. After using them for years, I can no longer trust them. Always been fair and honest, Now they are not. I feel Im being taken advantage of, maybe because I am a woman they think Im stupid?Desired Settlement: AdjustmentI want fair labor charges and to be billed what the book started it should take like every other shop does. If it takes you longer, that's your problem.

Business

Response:

Feb. 16 2016

To whom it may Concern,We received your letter dated

Feb. 12, 2016 with a case number of [redacted]. I apologize for the slow response

however the letter was full of inaccuracies and I wanted to have time to

investigate. We employ seven people at Bon Air Shell of which three are women.

We work on vehicles for men and women on a regular basis. We spoke to both Ms. [redacted] and her husband about the repair. I do not understand the obvious attempt to

claim we are sexist. We are a business and as such don’t sell our gas, oil or

parts for the same price as which we pay. Her claim that we were charging her

three times the cost is incorrect. She is comparing her online price for a

Value Line bearing to the retail price of the Premium Bearing we offered her. I

explained the difference in the parts and why we preferred to use the better

bearing when I prepared her estimate. Here again, she is being less than

honest. We were asked by the [redacted] to check their 2003 Ford Expedition for

an oil leak (possibly from the power steering system) and noise/looseness in

the front-end. We found that the left front wheel bearing was so worn that as

the vehicle was raised off the ground the wheel and tire would move

significantly. We also discovered that the right side upper ball joint was worn

and the power steering pump was leaking profusely. We offered Ms. [redacted] an

estimate for the repairs and she declined. She inquired about the possibility

of us installing the parts if she purchased them herself. I explained to her

that I could not warranty any job that we did not supply the parts and we would

do the work on a time taken basis. She asked why I would give a quote for the

labor on a job that we supplied the parts but not on one where we did not. I

informed her that if the time on the job was more than the book estimated I

would have to pay the technician more and would use some of the part markup for

that purpose. She was fully informed as to how she would be charged before any

work was performed. We installed the hub bearing and control arm she provided

with only slight extra time required (the nuts on the right side strut were

almost rusted away). The power steering pump proved to be much more difficult.

Due to the severely rusted nature of the vehicle we could not get one bolt on

her power steering pump loose, we called (at her request) her husband and let

him know the situation. We told him the bolt was seized and would likely break

instead of coming out. He told us to proceed. The bolt broke and we extracted

it. We finished the job, filled the power steering system with fluid and

checked the other vital fluids. We charged less time than the time spent on her

vehicle and for the needed materials not provided. Neither she nor her husband has

asked for any explanation of the charges. We are open to discuss what we charge

and why we have to, in this or any other situation. We are in the business of

repairing and maintaining vehicles and as such we attempt to do our best to

help the customers with the problems with their vehicle. A labor guide is an

industry publication that repair facilities use in estimating how long a job

will take. It is not perfect or absolute; if problems arise such as seized

bolts that is an additional cost. I believe that this is standard across the

industry. I do not know of any facility that will remove seized or rusted bolts

for free. However at the end of the day, we did not create the problems with

the bolt, hub bearing, control arm or power steering pump. We are trying to

solve her problems. Sincerely, [redacted]

Bon Air Shell