07/22/2014Dear *** ***We have received the complaint against our businessWe understand how disappointing it can be when a customer's expectations are not met; however we also must point out that we are a service business and as such we do not perform our services for free.The
customer, *** ***, stated in her complaint:We charged her a fee to tell her something she already knewWe charged for giving her an estimate to repair her vehicle when the estimate given was not acceptableWe refused to give her the keys to the vehicle until her bill was paidHer dissatisfaction in our professional observation and responsible handling of repairs.In response to the complaint:The day *** *** arrived at our location she requested assistance in learning the source of the noise her vehicle, a *** ***, was makingShe requested the mechanic on duty accompany her to the lot where she was parked and requested he tell her what the ‘noise' wasIf she already knew' what it was why would she ask for anyone to find out what it was?She left the vehicle with us and requested us to 'check out the noise'This required the mechanic to bring the vehicle into the garage and raise it up on a liftIt was determined that the ‘noise' in question was being caused by a faulty exhaust systemThe mechanic performed his job and searched for the part required to repair the vehicle*** parts are specific to the vehicle, there are no after-market parts available and we do not search junkyards for parts to repair or piece together our customer's vehicles; therefor the part was coming from a *** dealershipThe mechanic contacted *** *** via telephone and conveyed to her his findings and the cost of the replacement parts only; $was quoted to which she responded that is not happening and requested he search a junkyard for parts and/or piece it togetherThe mechanic took the vehicle off the lift, returned it to the lot and nothing further was done; she had refused the repair on the basis of the cost of the replacement part and as such a full estimate was not written up.The mechanic performed the job *** *** requested, to find out what the noise was, and as in the course of his duties he also searched for the parts to repair itShe was charged for his labor in performing this job per her requestWe do not work for free and at no time was it indicated that our service was complimentary or free.As for the issue of the keys; it is customary to pay for services and products you request or obtain before you leave any place of business; we expected to be compensated for our services performed; which is indeed reasonable and we see no cause to refund her moneyWe cannot speak to her finding a less expensive ‘fix' for her exhaust issues; that certainly is her prerogativeIn addition we cannot be held 'captive' or responsible for how other repair shops perform their repairsWe cam say that we do not do business that wayWhen a vehicle needs to be repaired we repair it using vehicle specific parts that we obtain from part suppliers or dealerships We do not piece together repairs even at the request of the customer.
In addition we would like to comment that although we do understand how difficult it is to learn you're your vehicle requires expensive repairs there really is no justification for the poor behavior displayed by *** *** while in our establishment to pickup her vehicleShe was clearly unhappy and frustrated over the cost of the estimate to repair her vehicle and as such she was belligerent and condescending to all of the staff, insulting to the mechanic who performed the service, making fun of his hearing disability, and appeared to be intoxicated making quite a scene in the presence of other customers.We have attached a copy of the work order for the work performed on *** ***'s vehicleBest RegardsBarbara D
Office Manager
07/22/2014Dear *** ***We have received the complaint against our businessWe understand how disappointing it can be when a customer's expectations are not met; however we also must point out that we are a service business and as such we do not perform our services for free.The
customer, *** ***, stated in her complaint:We charged her a fee to tell her something she already knewWe charged for giving her an estimate to repair her vehicle when the estimate given was not acceptableWe refused to give her the keys to the vehicle until her bill was paidHer dissatisfaction in our professional observation and responsible handling of repairs.In response to the complaint:The day *** *** arrived at our location she requested assistance in learning the source of the noise her vehicle, a *** ***, was makingShe requested the mechanic on duty accompany her to the lot where she was parked and requested he tell her what the ‘noise' wasIf she already knew' what it was why would she ask for anyone to find out what it was?She left the vehicle with us and requested us to 'check out the noise'This required the mechanic to bring the vehicle into the garage and raise it up on a liftIt was determined that the ‘noise' in question was being caused by a faulty exhaust systemThe mechanic performed his job and searched for the part required to repair the vehicle*** parts are specific to the vehicle, there are no after-market parts available and we do not search junkyards for parts to repair or piece together our customer's vehicles; therefor the part was coming from a *** dealershipThe mechanic contacted *** *** via telephone and conveyed to her his findings and the cost of the replacement parts only; $was quoted to which she responded that is not happening and requested he search a junkyard for parts and/or piece it togetherThe mechanic took the vehicle off the lift, returned it to the lot and nothing further was done; she had refused the repair on the basis of the cost of the replacement part and as such a full estimate was not written up.The mechanic performed the job *** *** requested, to find out what the noise was, and as in the course of his duties he also searched for the parts to repair itShe was charged for his labor in performing this job per her requestWe do not work for free and at no time was it indicated that our service was complimentary or free.As for the issue of the keys; it is customary to pay for services and products you request or obtain before you leave any place of business; we expected to be compensated for our services performed; which is indeed reasonable and we see no cause to refund her moneyWe cannot speak to her finding a less expensive ‘fix' for her exhaust issues; that certainly is her prerogativeIn addition we cannot be held 'captive' or responsible for how other repair shops perform their repairsWe cam say that we do not do business that wayWhen a vehicle needs to be repaired we repair it using vehicle specific parts that we obtain from part suppliers or dealerships We do not piece together repairs even at the request of the customer.
In addition we would like to comment that although we do understand how difficult it is to learn you're your vehicle requires expensive repairs there really is no justification for the poor behavior displayed by *** *** while in our establishment to pickup her vehicleShe was clearly unhappy and frustrated over the cost of the estimate to repair her vehicle and as such she was belligerent and condescending to all of the staff, insulting to the mechanic who performed the service, making fun of his hearing disability, and appeared to be intoxicated making quite a scene in the presence of other customers.We have attached a copy of the work order for the work performed on *** ***'s vehicleBest RegardsBarbara D
Office Manager