Initial Business Response /* (1000, 9, 2015/08/14) */
Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ckmautoservice.com
Mr. [redacted] had his vehicle towed into our business on 7/20/15 for a no start problem. Mr. [redacted] authorized our $125...
diagnostic fee at the time of tow in. We were unable to check out his vehicle on the 7/20/15. The following day (7/21/15) the diagnosis led us to believe the problem was with the starter. We put together an estimate to replace the starter which included the starter, starter bolts, intake manifold gaskets and our labor cost. The total estimate given to Mr. [redacted] was $835.00 (this amount INCLUDED the $125 diagnostic fee). Mr. [redacted] said that was too much money and he could get the job done elsewhere for a lesser price. Mr. [redacted] advised us he would have a tow truck come and pick up his vehicle and deliver it to another repair shop. The fact that Mr. [redacted] was having the vehicle towed directly to another shop is why our technician chose to leave the starter wire disconnected. He made this decision because it was very difficult to remove the wire from the starter in order to test the circuit. Leaving the wire disconnected should have been a benefit to the next repair shop. It was not lack of workmanship. Prior to the tow truck arriving to pick up this vehicle our Service Writer checked with a few of our other vendors and found the same starter for a lesser cost - which we were willing to pass [redacted] to Mr. [redacted]. At that point our Service Writer called Mr. [redacted] back to advise him of the lesser estimate of $740 (this amount INCLUDED the $125 diagnostic fee). To be very clear...we did not arbitrarily lower our price, we managed to find the starter at a lower cost and passed [redacted] savings onto the customer. Mr. [redacted] again declined the repair and confirmed the tow truck would be coming to pick up his vehicle. Shortly thereafter Mr. [redacted] called us and asked if he could pay the $125 diagnostic fee by phone with his credit card. We accepted his payment over the phone and released the vehicle to the tow truck driver upon arrival.
We will not be refunding any monies to Mr. [redacted]. Mr. [redacted] authorized the $125 diagnostic fee (we have his signed authorization on file, if needed). It was Mr. [redacted]'s choice to tow the vehicle here and then again to tow it to the next repair shop. We will not be reimbursing Mr. [redacted] for those choices.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with the response on this matter, I did my research to find a decent and loyal repair shop here in town since I'm not from here so I Google best reviews and obliviously I found an dishonest repair shop to have my unit towed too. I don't believe that this was handle professionally or for this matter correctly since my unit was there for two days and not looked at nor fixed with the correct procedure on giving me back my unit the way it come in. Regardless of the technicians leaving my wiring undone for the next repair shop gives them no reason to take the initiative to leave my car unwired. I called back to make a payment because the guy in front after declining there offer for a lower price which he never stated that they found another starter for cheaper, advised me that I still owe him the diagnostic fee! I had him on speaker at the time and even my employer was shock on the response of the repair shop after telling them I will be towing my car out of there. That's fine they don't want to reimburse my fee or towing I just know this will benefit other potential customers to trust nor favor a shop with this ethnical service. I have never been treated this way with a repair shop especially with an BMW due to the importance of labor it takes to keep up with such an investment.
Initial Business Response /* (1000, 9, 2015/08/14) */
Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ckmautoservice.com
Mr. [redacted] had his vehicle towed into our business on 7/20/15 for a no start problem. Mr. [redacted] authorized our $125...
diagnostic fee at the time of tow in. We were unable to check out his vehicle on the 7/20/15. The following day (7/21/15) the diagnosis led us to believe the problem was with the starter. We put together an estimate to replace the starter which included the starter, starter bolts, intake manifold gaskets and our labor cost. The total estimate given to Mr. [redacted] was $835.00 (this amount INCLUDED the $125 diagnostic fee). Mr. [redacted] said that was too much money and he could get the job done elsewhere for a lesser price. Mr. [redacted] advised us he would have a tow truck come and pick up his vehicle and deliver it to another repair shop. The fact that Mr. [redacted] was having the vehicle towed directly to another shop is why our technician chose to leave the starter wire disconnected. He made this decision because it was very difficult to remove the wire from the starter in order to test the circuit. Leaving the wire disconnected should have been a benefit to the next repair shop. It was not lack of workmanship. Prior to the tow truck arriving to pick up this vehicle our Service Writer checked with a few of our other vendors and found the same starter for a lesser cost - which we were willing to pass [redacted] to Mr. [redacted]. At that point our Service Writer called Mr. [redacted] back to advise him of the lesser estimate of $740 (this amount INCLUDED the $125 diagnostic fee). To be very clear...we did not arbitrarily lower our price, we managed to find the starter at a lower cost and passed [redacted] savings onto the customer. Mr. [redacted] again declined the repair and confirmed the tow truck would be coming to pick up his vehicle. Shortly thereafter Mr. [redacted] called us and asked if he could pay the $125 diagnostic fee by phone with his credit card. We accepted his payment over the phone and released the vehicle to the tow truck driver upon arrival.
We will not be refunding any monies to Mr. [redacted]. Mr. [redacted] authorized the $125 diagnostic fee (we have his signed authorization on file, if needed). It was Mr. [redacted]'s choice to tow the vehicle here and then again to tow it to the next repair shop. We will not be reimbursing Mr. [redacted] for those choices.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with the response on this matter, I did my research to find a decent and loyal repair shop here in town since I'm not from here so I Google best reviews and obliviously I found an dishonest repair shop to have my unit towed too. I don't believe that this was handle professionally or for this matter correctly since my unit was there for two days and not looked at nor fixed with the correct procedure on giving me back my unit the way it come in. Regardless of the technicians leaving my wiring undone for the next repair shop gives them no reason to take the initiative to leave my car unwired. I called back to make a payment because the guy in front after declining there offer for a lower price which he never stated that they found another starter for cheaper, advised me that I still owe him the diagnostic fee! I had him on speaker at the time and even my employer was shock on the response of the repair shop after telling them I will be towing my car out of there. That's fine they don't want to reimburse my fee or towing I just know this will benefit other potential customers to trust nor favor a shop with this ethnical service. I have never been treated this way with a repair shop especially with an BMW due to the importance of labor it takes to keep up with such an investment.