I spoke with [redacted] this morning (11-19-14) and acknowledged we should have received her prior approval before we replaced the rotor blades I explained that when we replace the scraper, as she requested, the rotor blades are measured, and replacement of those blades are recommended if they are not in the acceptable 'wear range' The rubber rotor blades were worn beyond acceptable range, and performance would be compromised, so our tech replaced them This fact does not justify us not calling for approval, that step was unfortunately skipped in this caseI offered to refund the cost of the blade rotors and labor (which is what she requested we do) after we put her original parts back on, at no inconvenience to her except providing us a time to do so This was now not acceptable, so I offered to refund the labor, plus 20%, and she could keep the new blades on it, plus, she would have the scraper bar replaced for free labor She agreed this would handle the issue to her approval [redacted] also provided me some other reasons why she believed we missed the mark with her transaction I appreciate her constructive advice, and I addressed those issues internally, right awayI will be refunding the $labor, plus 20%, for a total of $refunded to her credit card[redacted] Jr
I spoke with [redacted] this morning (11-19-14) and acknowledged we should have received her prior approval before we replaced the rotor blades I explained that when we replace the scraper, as she requested, the rotor blades are measured, and replacement of those blades are recommended if they are not in the acceptable 'wear range' The rubber rotor blades were worn beyond acceptable range, and performance would be compromised, so our tech replaced them This fact does not justify us not calling for approval, that step was unfortunately skipped in this caseI offered to refund the cost of the blade rotors and labor (which is what she requested we do) after we put her original parts back on, at no inconvenience to her except providing us a time to do so This was now not acceptable, so I offered to refund the labor, plus 20%, and she could keep the new blades on it, plus, she would have the scraper bar replaced for free labor She agreed this would handle the issue to her approval [redacted] also provided me some other reasons why she believed we missed the mark with her transaction I appreciate her constructive advice, and I addressed those issues internally, right awayI will be refunding the $labor, plus 20%, for a total of $refunded to her credit card[redacted] Jr