Initial Business Response /* (1000, 5, 2015/07/03) */
Contact Name and Title: [redacted], Manager
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted], thank you for bringing this case to my attention. In the case of Mrs. [redacted] there are several discrepancies between the story...
she has reported and what actually transpired.
Her vehicle was brought in to have the two front springs replaced on her [redacted]. This work was diagnosed at another repair facility but being that we are the only [redacted] certified retailer she was required to come to us for her parts. When we were in the process of replacing the springs we noticed other deficiencies in the front suspension assembly. As per normal operating procedures we informed the customer (who was on vacation at the time) that there was other work that needed to be done. We did not receive a response from the customer until two days after we had contacted her. At this point we had done what was requested of the customer, reassembled her vehicle and moved on to other scheduled appointments for the day.
When Mrs. [redacted] had come and picked up her vehicle we had sent someone to the dealership on a day we were closed so she would be able to take her vehicle for the weekend. When she had come in on Monday and we discussed the situation and she felt that the strut bearings should now be put in for free, she also mentioned that [redacted] should have just replaced the bearings without asking for permission to do so. This is never the case, as we do not install parts without consent of the customer, especially when a cost is associated in doing so.
I have attached a copy of the email which shows that we contacted Mrs. [redacted] and the response we had received two days after contacting her.
I told Mrs. [redacted] that we would offer to give her a break on the labour but we are not installing the parts for free. I also advised that it may be a better idea to service the vehicle when she is available to be contacted from now on.
To this day we have not received payment for the work we have completed.
I hope this brings more understanding to the situation, and I do not feel that us at the dealer had done anything out of standard practice.
From: [redacted]
Sent: [redacted], 2015 10:48 AM
To: [redacted]
Subject: FW: [redacted]
From: [redacted]
Sent: Friday, [redacted], 2015 10:08 AM
To: '[redacted]'
Subject: RE: [redacted]
Hi,
Here is a brake down of the parts and labor needed.
Shock $205.86 X 2 = $411.72
Bearing $27.68 X2 = $55.36
Total Parts = $467.08
Approximately 4 hours labor @ $119.95/hr =$479.80
Grand Total Tax Included $1069.97
In saying that it is not a safety issue and the parts will need to be ordered. So whenever you decide just let us know. And in the meantime you vehicle is ready for pick up when you get home!
From: [redacted] mailto:[redacted]
Sent: Thursday, [redacted], 2015 4:58 PM
To: [redacted]
Subject: Re: [redacted]
What will be the total cost??
On Tuesday, [redacted], 2015, [redacted] wrote:
Hi,
I had previously left a message on your phone and have not heard back so I figured I would try contacting you this way. While we were installing the coil springs on your vehicle our technician noticed that your shocks and bearing need replacement as well. If you could get back to me that would be great. The phone number here is [redacted] or you can just contact me through this email.
Thank You,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's unfortunate and hurtful that Mr. [redacted] would say that there are discrepancies between the story reported and what transpired. I am a person who prides myself on being upfront and honest and what I presented was true.
To begin with my vehicle is a [redacted] not [redacted]. I have had the vehicle for 6 years and it has always been serviced at Volvo of NL. As a matter of fact up until a couple of years ago I even had my oil changes done there as I had bought an extended warranty and wanted to ensure I was abiding by the warranty standards. On [redacted], 2015 I put my car in to Volvo of NL as there was a shimmy in the vheicle at what time they replaced the L/F bearing. It was at this time that I was informed that "the R/F coil spring is cracked causing a safety issue" please see attached invoice qhoting same. It was NOT diagnosed at another repair facility.
The second issue that Mr. [redacted] states is that they called someone in for me to get my vehicle on a day they were closed. Prior to dropping off my vheicle I had informed them that I would be returing on a Saturday and they had assured me someone would be there as the sales guy would be working and would take care of things. When I got there [redacted] it was closed, [redacted] I ran next door and had them call the General Manager who had just left and agreed to return while I waited.
Yes, Mr. [redacted] said they would give me a break on the labour - he agreed to take off 1/2 hour labour on a job that would take 2 to 3 hours...I am not satisfied with this - I still strongly believe I should not be responsible for the labour when they should have noticed the bearing needed to be replaced - at NO time did I ask for free parts - I agreed that I should pay for the bearings - not the labour for what I considered a second time! [redacted]
Final Business Response /* (4000, 11, 2015/07/16) */
If Ms [redacted] had the strut bearing replaced when her vehicle was disassembled, we would have charged her an additional hour of labour. We are prepared disassemble the vehicle again and replace her strut bearing for this additional hour
labour. She will not be charged for the extra labour to access the site again. Other than, that
there is nothing else we can offer. We do expect the repair order for the front spring replacement be paid in ful.
Initial Business Response /* (1000, 5, 2015/07/03) */
Contact Name and Title: [redacted], Manager
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted], thank you for bringing this case to my attention. In the case of Mrs. [redacted] there are several discrepancies between the story...
she has reported and what actually transpired.
Her vehicle was brought in to have the two front springs replaced on her [redacted]. This work was diagnosed at another repair facility but being that we are the only [redacted] certified retailer she was required to come to us for her parts. When we were in the process of replacing the springs we noticed other deficiencies in the front suspension assembly. As per normal operating procedures we informed the customer (who was on vacation at the time) that there was other work that needed to be done. We did not receive a response from the customer until two days after we had contacted her. At this point we had done what was requested of the customer, reassembled her vehicle and moved on to other scheduled appointments for the day.
When Mrs. [redacted] had come and picked up her vehicle we had sent someone to the dealership on a day we were closed so she would be able to take her vehicle for the weekend. When she had come in on Monday and we discussed the situation and she felt that the strut bearings should now be put in for free, she also mentioned that [redacted] should have just replaced the bearings without asking for permission to do so. This is never the case, as we do not install parts without consent of the customer, especially when a cost is associated in doing so.
I have attached a copy of the email which shows that we contacted Mrs. [redacted] and the response we had received two days after contacting her.
I told Mrs. [redacted] that we would offer to give her a break on the labour but we are not installing the parts for free. I also advised that it may be a better idea to service the vehicle when she is available to be contacted from now on.
To this day we have not received payment for the work we have completed.
I hope this brings more understanding to the situation, and I do not feel that us at the dealer had done anything out of standard practice.
From: [redacted]
Sent: [redacted], 2015 10:48 AM
To: [redacted]
Subject: FW: [redacted]
From: [redacted]
Sent: Friday, [redacted], 2015 10:08 AM
To: '[redacted]'
Subject: RE: [redacted]
Hi,
Here is a brake down of the parts and labor needed.
Shock $205.86 X 2 = $411.72
Bearing $27.68 X2 = $55.36
Total Parts = $467.08
Approximately 4 hours labor @ $119.95/hr =$479.80
Grand Total Tax Included $1069.97
In saying that it is not a safety issue and the parts will need to be ordered. So whenever you decide just let us know. And in the meantime you vehicle is ready for pick up when you get home!
From: [redacted] mailto:[redacted]
Sent: Thursday, [redacted], 2015 4:58 PM
To: [redacted]
Subject: Re: [redacted]
What will be the total cost??
On Tuesday, [redacted], 2015, [redacted] wrote:
Hi,
I had previously left a message on your phone and have not heard back so I figured I would try contacting you this way. While we were installing the coil springs on your vehicle our technician noticed that your shocks and bearing need replacement as well. If you could get back to me that would be great. The phone number here is [redacted] or you can just contact me through this email.
Thank You,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's unfortunate and hurtful that Mr. [redacted] would say that there are discrepancies between the story reported and what transpired. I am a person who prides myself on being upfront and honest and what I presented was true.
To begin with my vehicle is a [redacted] not [redacted]. I have had the vehicle for 6 years and it has always been serviced at Volvo of NL. As a matter of fact up until a couple of years ago I even had my oil changes done there as I had bought an extended warranty and wanted to ensure I was abiding by the warranty standards. On [redacted], 2015 I put my car in to Volvo of NL as there was a shimmy in the vheicle at what time they replaced the L/F bearing. It was at this time that I was informed that "the R/F coil spring is cracked causing a safety issue" please see attached invoice qhoting same. It was NOT diagnosed at another repair facility.
The second issue that Mr. [redacted] states is that they called someone in for me to get my vehicle on a day they were closed. Prior to dropping off my vheicle I had informed them that I would be returing on a Saturday and they had assured me someone would be there as the sales guy would be working and would take care of things. When I got there [redacted] it was closed, [redacted] I ran next door and had them call the General Manager who had just left and agreed to return while I waited.
Yes, Mr. [redacted] said they would give me a break on the labour - he agreed to take off 1/2 hour labour on a job that would take 2 to 3 hours...I am not satisfied with this - I still strongly believe I should not be responsible for the labour when they should have noticed the bearing needed to be replaced - at NO time did I ask for free parts - I agreed that I should pay for the bearings - not the labour for what I considered a second time! [redacted]
Final Business Response /* (4000, 11, 2015/07/16) */
If Ms [redacted] had the strut bearing replaced when her vehicle was disassembled, we would have charged her an additional hour of labour. We are prepared disassemble the vehicle again and replace her strut bearing for this additional hour
labour. She will not be charged for the extra labour to access the site again. Other than, that
there is nothing else we can offer. We do expect the repair order for the front spring replacement be paid in ful.