In response to the claim made by [redacted] (The complaint is actually made by [redacted]'s daughter, [redacted]) I would like to thank her for at least acknowledging we were kind and we able to maintain that respect through every abrasive phone call and face to face interaction made throughout the entire...
duration of her vehicles stay here.Firstly, she was never told her car would be $600 to repair, the original estimate was well over $1,000. She explained her financial hardship and what she could afford and we worked within that as much as we could. The only confusion was that our new hire, [redacted], told her the vehicle *might be done on Friday, 11/17/2017. She was upset when I let her know that we were dealing with broken valve cover bolts and a Friday pick up was not realistic, (I also endured her accusing us of breaking them and her hanging up on me twice so that she could control herself from, "letting me have it"). The broken bolts were the reason her valve cover was leaking and causing the smoke while running. I let her know it would be done by end of day on Monday and she told me she wouldn't be able to pick up her vehicle until Tuesday, based on her work schedule. With that information, and that it was a Holiday week, I put another customer vehicle ahead of her on Monday, knowing that the work would still be done and ready for her on a Tuesday pick up. She called Monday wanting her car and I explained this to her and she yelled again, refusing that the conversation of her car being ready to pick up on Tuesday ever happened. Because she had been so hostile over the phone and questioning everything we were doing I was expecting an uncomfortable pick up when she came for her vehicle. She had her mother apply for a line of credit and was approved for $650. There were personal questions her mother would have to answer in the office (as per [redacted] guidlines, not ours) and when I explained that to Ms. [redacted] she once again started yelling at me over the phone exclaiming her mother was elderly. I let her know it is a 3rd party line of credit and I didn't make the rules, she was still angry. I let her know that the $650 would be APPLIED to her bill. The ONLY mistake that was made was that in that moment I didn't confirm, again, what the balance due was.When she came in she was very friendly and we all laughed and joked, she apologized for being difficult and explained the hardships she was going through that led her to be difficult. I explained to her that I didn't charge her for some gaskets that were not included in her Valve cover gasket set and that we also didn't add the additional labor for having to drill out the broken bolts. She seemed happy and grateful while we dealt with [redacted], dealt with the line of questions for her mom, etc. It was when I asked her for the remaining balance things escalated quickly. I would like to add two key notes here: First, her son dropped both her and her mother off at the shop. I heard her ask him to stay in case we "wouldn't give her the car back" and at the time it didn't make sense to me. She was very angry and said that we told her the bill was $650. This was never said and I wholeheartedly believe that she is trying to maintain that thought process because they were only approved for $650 through easy pay.I applied discounts on top of what I had already done but she was unable to pay the balance. I told her policy was that I could not release the vehicle. She offered a check but at this point of dealing with her I knew it would bounce and she had no intention of paying her balance. I believe she thought that if she got loud enough and accused us of lying we would just let it go. During the next 2 hours she came into and stormed out of the office with her mom multiple times and called the office while sitting on the side of the road, tearful and apologetic explaining her elderly mom couldn't sit on the side of the road. I truly felt bad for her mom but at this point recognized this was her tactic to get me to release the car.As stated earlier, her vehicle was brought in for smoking and not starting. Repairing the alternator and replacing the battery was not an item she chose to repair. The only issue addressed was the radiator hose and valve cover gasket. We went to move her car and it wouldn't start, at all. When she had called again I explained to her that if she were truly unable to cover the balance due that we would keep her car here without charging her storage because even if she paid, she wouldn't be able to leave with her vehicle as it wouldn't start. She was finally able to have her boss pay her balance and for the battery over the phone. It seemed as though it all ended well after all the commotion until a few weeks later when she called me, accusing us, once again of not repairing her vehicle correctly and taking advantage of her. She had said that a coolant light was on and I told her that if it pertained to any of the work done within the shop we would cover it but that she had multiple repairs that she couldn't afford to address. She was being incredibly abrasive and I had taken enough, I hung up on her. She called me back to let me know she would file a complaint and then hung up on me.We do quality work with integrity here at PJs and CARS and pride ourselves in customer interaction and satisfaction. Ms [redacted] recieved an incredible amount of skilled labor without charge and additional discounts on top of it all. It saddens all of us to feel we over extended ourselves for someone that, in the end, just wants free work. I am attaching the invoice of repairs to this email, if you should have any questions please feel free to contact me.We will be closed for business the week of Christmas but you can contact me via my personal cell phone, [redacted]Please let me know if there is anything else I can doThank you,[redacted]
In response to the claim made by [redacted] (The complaint is actually made by [redacted]'s daughter, [redacted]) I would like to thank her for at least acknowledging we were kind and we able to maintain that respect through every abrasive phone call and face to face interaction made throughout the entire...
duration of her vehicles stay here.Firstly, she was never told her car would be $600 to repair, the original estimate was well over $1,000. She explained her financial hardship and what she could afford and we worked within that as much as we could. The only confusion was that our new hire, [redacted], told her the vehicle *might be done on Friday, 11/17/2017. She was upset when I let her know that we were dealing with broken valve cover bolts and a Friday pick up was not realistic, (I also endured her accusing us of breaking them and her hanging up on me twice so that she could control herself from, "letting me have it"). The broken bolts were the reason her valve cover was leaking and causing the smoke while running. I let her know it would be done by end of day on Monday and she told me she wouldn't be able to pick up her vehicle until Tuesday, based on her work schedule. With that information, and that it was a Holiday week, I put another customer vehicle ahead of her on Monday, knowing that the work would still be done and ready for her on a Tuesday pick up. She called Monday wanting her car and I explained this to her and she yelled again, refusing that the conversation of her car being ready to pick up on Tuesday ever happened. Because she had been so hostile over the phone and questioning everything we were doing I was expecting an uncomfortable pick up when she came for her vehicle. She had her mother apply for a line of credit and was approved for $650. There were personal questions her mother would have to answer in the office (as per [redacted] guidlines, not ours) and when I explained that to Ms. [redacted] she once again started yelling at me over the phone exclaiming her mother was elderly. I let her know it is a 3rd party line of credit and I didn't make the rules, she was still angry. I let her know that the $650 would be APPLIED to her bill. The ONLY mistake that was made was that in that moment I didn't confirm, again, what the balance due was.When she came in she was very friendly and we all laughed and joked, she apologized for being difficult and explained the hardships she was going through that led her to be difficult. I explained to her that I didn't charge her for some gaskets that were not included in her Valve cover gasket set and that we also didn't add the additional labor for having to drill out the broken bolts. She seemed happy and grateful while we dealt with [redacted], dealt with the line of questions for her mom, etc. It was when I asked her for the remaining balance things escalated quickly. I would like to add two key notes here: First, her son dropped both her and her mother off at the shop. I heard her ask him to stay in case we "wouldn't give her the car back" and at the time it didn't make sense to me. She was very angry and said that we told her the bill was $650. This was never said and I wholeheartedly believe that she is trying to maintain that thought process because they were only approved for $650 through easy pay.I applied discounts on top of what I had already done but she was unable to pay the balance. I told her policy was that I could not release the vehicle. She offered a check but at this point of dealing with her I knew it would bounce and she had no intention of paying her balance. I believe she thought that if she got loud enough and accused us of lying we would just let it go. During the next 2 hours she came into and stormed out of the office with her mom multiple times and called the office while sitting on the side of the road, tearful and apologetic explaining her elderly mom couldn't sit on the side of the road. I truly felt bad for her mom but at this point recognized this was her tactic to get me to release the car.As stated earlier, her vehicle was brought in for smoking and not starting. Repairing the alternator and replacing the battery was not an item she chose to repair. The only issue addressed was the radiator hose and valve cover gasket. We went to move her car and it wouldn't start, at all. When she had called again I explained to her that if she were truly unable to cover the balance due that we would keep her car here without charging her storage because even if she paid, she wouldn't be able to leave with her vehicle as it wouldn't start. She was finally able to have her boss pay her balance and for the battery over the phone. It seemed as though it all ended well after all the commotion until a few weeks later when she called me, accusing us, once again of not repairing her vehicle correctly and taking advantage of her. She had said that a coolant light was on and I told her that if it pertained to any of the work done within the shop we would cover it but that she had multiple repairs that she couldn't afford to address. She was being incredibly abrasive and I had taken enough, I hung up on her. She called me back to let me know she would file a complaint and then hung up on me.We do quality work with integrity here at PJs and CARS and pride ourselves in customer interaction and satisfaction. Ms [redacted] recieved an incredible amount of skilled labor without charge and additional discounts on top of it all. It saddens all of us to feel we over extended ourselves for someone that, in the end, just wants free work. I am attaching the invoice of repairs to this email, if you should have any questions please feel free to contact me.We will be closed for business the week of Christmas but you can contact me via my personal cell phone, [redacted]Please let me know if there is anything else I can doThank you,[redacted]