Christian Brothers Automotive Franchise - Fairfield

Complaint *** filed by our client on *** is the result of a complete breakdown in communication
This breakdown was initiated on our part by a complete lack of communication with our client to let him know the difficulties we were facing in locating the missing center cap for his ** year
old truck
The center cap is for a wheel that was distributed by *** *** *** ***) and has since been discontinued
We have been working closely with *** to locate the appropriate cap and have had little success
Our clients miscommunication comes from a conversation we had the other day when he stopped in
He claims in the complaint that the owner, ***, called him a liar and insulted him
To my knowledge, the client did not speak with *** that day, he spoke with me
I did not call him a liar, instead I apologized for the miscommunication and stated that I have no idea why the center cap was missing from his truck
Never once did we try to deny responsibility for getting him a new center cap for his truck
I never questioned whether the center cap was on the truck when it came in
I have no idea if it was on the truck when he dropped it off or when he picked it up
I would find it unlikely that we would not have installed the center cap
All that was suggested when the client was here the other day, was that it was possible that the cap was installed when it left here and it may have fallen off while driving
The client was not very receptive to this that day
With that said, I also reiterated to the client that we never once told him that we would not get him a new cap
When I agreed to replacing the cap, I never thought I would have so much trouble in locating the correct cap
The day after the client came in I was able to get with the manager of *** and we located some new style caps to try that have arrived here
The client is aware that the caps are here and we are making arrangements to get the truck back in for the installation
This complaint, along with his complaint to ***, was the first time that any mention had been made, that I am aware of, regarding any ongoing issues with the check engine light on the truck
I have spoken with the *** representative and told him that I would be happy to check into the cause of the check engine light
If the check engine light is still on due to something that we are responsible for, then I will be happy to take care of it
If a ** year old vehicle has some additional needs to correct the problem, I will be happy to work with the client to resolve the issue
I also have no problem apologizing for the miscommunication
I tried to apologize the other day when he was here, but I think his frustration level regarding the center cap delays and the check engine light that was not mentioned interfered with our level of communication
I value every client that comes in and strive to do our best at all times
Occasionally the ball does get dropped and I take full responsibility for the actions of myself and my team when that happens
I take client satisfaction very seriously and do all I can to maintain the highest level possible
I do not gain anything by having unsatisfied clients, so anything that has led up to this is out of the norm
I was informed by my staff that the client has contacted us regarding these issues and will get the truck back in to us when his work schedule allows
Feel free to contact me as needed at any of the methods listed below
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