Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
As in most situations the owner will defend the employee. That I understand so to argue his interpretation of his version of the truth would be at this point futile however, here are the facts as I see it. I have been a loyal customer for numerous years, I went in to have my oil changed per my schedules as I was leaving for a trip using my vehicle. They broke the dip stick on my vehicle and when I asked them to replace the part since I was preparing to leave for my trip at that moment, they felt its was more important for them to explain to me why the part broke then to utilize that time to replace it. When I asked to speak to a manager I was given more excuses as to why there was no need to speak to one since he was the assistant manager at the company. Again, I asked for a manager then this other gentleman came over and said he was the owner. I explained my position and his response to me was he was not going to pay to replace the part they broke. Yes, they did put in quarts of oil, but that was because they had already drained out a good portion of the oil to start with, so in order for me to move my vehicle from the bay they had to put in the oil.
It is unfortunate that after being a good customer for numerous years and asking them to replace something that they broke that would have cost them a minimal amount of money they chose to argue with me, disrespect me and challenge me with taunts about how they were not going to repair, replace or pay for the item they broke. Something that cost roughly $dollars.
I feel they were the ones that were unprofessional. As the customer, when I ask to speak to a manger to resolve an issue I don't feel I have to explain myself to the assistant manager since it was clear at the time he was not understanding my frustration with the situation and he was continuing to compound my frustration by not addressing the issue, but yet trying to explain that it was not their fault that they twisted and broke the dip stick. I have owned numerous vehicles in my time and I have yet to have a dipstick break yet they were persistent in explaining how it is common on my vehicle. I felt at the time it was just an excuse to not have to pay to fix the item. Additionally, I don't feel it was professional for some guy, who said he was the owner, to come over, address me in an unprofessional manner and then tell me , as the customer, that he was not going to correct the problem they created. Those are the fact and they are undisputed
So obviously this is a situation where we will each have our version of the same story and I am sure for some they will find the truth somewhere in the middle, but for me its easy. I am the customer, they broke something of mine and they should have made it right in a timely manner. THAT'S PRETTY MUCH GOOD BUSINESS Obviously this is something that they don't understand or practice at their company
Regards,
*** ***
Mr. [redacted] came into our [redacted] Road facility on April 25th to either have his fluids topped off or have an oil change. When our hood tech attempted to remove the customers dip stick the plastic handle broke off. This is a relatively common occurrence with [redacted] and...
[redacted]. The Service Provider can do nothing to prevent these plastic topped dipsticks from getting brittle and eventually breaking. For our good customers we will often replace the dip stick for free. Our Assistant Manager,[redacted] was servicing Mr. [redacted]'s vehicle, with Mr. [redacted] in the vehicle when this occurred. We do not carry any dip sticks in stock, as they can vary model to model, engine to engine and year to year. We typically refer the customer to pick one up at a dealership, or on occasion we will order one for the customer and call them when it gets in (usually 2 days). [redacted] notified Mr. [redacted] that his dip stick had broken as we were attempting to take it out. [redacted] offered to Mr. [redacted] for us to order him one from the dealership, as Mr. [redacted] had been a good customer. Mr. [redacted] insisted on having the dipstick replaced immediately. When [redacted] communicated that it would take 30-45 minutes for us to go to the dealer to pick one up Mr. [redacted] became loud and belligerent, demanding that we get one sooner. I heard a good part of the conversation from the managers office. When I heard that we were going above and beyond in trying to assist Mr. [redacted] for an incident that was clearly not our fault and for him to be talking to one of our employees with gross disrespect I approached Mr. [redacted] to ask him to act with some level of decorum. I tried to explain to him that it was through no fault of our own that the dipstick broke - but that we were working on a solution. When he continue to be loud and unprofessional I decided that he was not someone we wanted as a customer. I told him that we would get his vehicle in a safe state with oil and ask him to leave once we were complete. We put 2.5 quarts of oil in his vehicle, did not charge him and asked that he drive out nice and slow. We were polite and cordial with Mr. [redacted] - the only thing that I could discern from the words that he used was that he was not happy with our inability to replace the dipstick in less than 45 minutes. Again, when a part of a car breaks while it is being used as it was intended it is not the service providers responsibility to replace. We were willing to do that for Mr. [redacted], but we will not tolerate having our employees being berated, and less so in front of their peers and other customers. Our team was operating fully within procedure and attempting to provide the customer with excellent service. We service over 33,000 vehicles a year here in Greenville, consistently rank in the top half of our companies customer experience scores and have grown our business and customer base significantly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
As in most situations the owner will defend the employee. That I understand so to argue his interpretation of his version of the truth would be at this point futile however, here are the facts as I see it. I have been a loyal customer for numerous years, I went in to have my oil changed per my schedules as I was leaving for a trip using my vehicle. They broke the dip stick on my vehicle and when I asked them to replace the part since I was preparing to leave for my trip at that moment, they felt its was more important for them to explain to me why the part broke then to utilize that time to replace it. When I asked to speak to a manager I was given more excuses as to why there was no need to speak to one since he was the assistant manager at the company. Again, I asked for a manager then this other gentleman came over and said he was the owner. I explained my position and his response to me was he was not going to pay to replace the part they broke. Yes, they did put in quarts of oil, but that was because they had already drained out a good portion of the oil to start with, so in order for me to move my vehicle from the bay they had to put in the oil.
It is unfortunate that after being a good customer for numerous years and asking them to replace something that they broke that would have cost them a minimal amount of money they chose to argue with me, disrespect me and challenge me with taunts about how they were not going to repair, replace or pay for the item they broke. Something that cost roughly $dollars.
I feel they were the ones that were unprofessional. As the customer, when I ask to speak to a manger to resolve an issue I don't feel I have to explain myself to the assistant manager since it was clear at the time he was not understanding my frustration with the situation and he was continuing to compound my frustration by not addressing the issue, but yet trying to explain that it was not their fault that they twisted and broke the dip stick. I have owned numerous vehicles in my time and I have yet to have a dipstick break yet they were persistent in explaining how it is common on my vehicle. I felt at the time it was just an excuse to not have to pay to fix the item. Additionally, I don't feel it was professional for some guy, who said he was the owner, to come over, address me in an unprofessional manner and then tell me , as the customer, that he was not going to correct the problem they created. Those are the fact and they are undisputed
So obviously this is a situation where we will each have our version of the same story and I am sure for some they will find the truth somewhere in the middle, but for me its easy. I am the customer, they broke something of mine and they should have made it right in a timely manner. THAT'S PRETTY MUCH GOOD BUSINESS Obviously this is something that they don't understand or practice at their company
Regards,
*** ***
Mr. [redacted] came into our [redacted] Road facility on April 25th to either have his fluids topped off or have an oil change. When our hood tech attempted to remove the customers dip stick the plastic handle broke off. This is a relatively common occurrence with [redacted] and...
[redacted]. The Service Provider can do nothing to prevent these plastic topped dipsticks from getting brittle and eventually breaking. For our good customers we will often replace the dip stick for free. Our Assistant Manager,[redacted] was servicing Mr. [redacted]'s vehicle, with Mr. [redacted] in the vehicle when this occurred. We do not carry any dip sticks in stock, as they can vary model to model, engine to engine and year to year. We typically refer the customer to pick one up at a dealership, or on occasion we will order one for the customer and call them when it gets in (usually 2 days). [redacted] notified Mr. [redacted] that his dip stick had broken as we were attempting to take it out. [redacted] offered to Mr. [redacted] for us to order him one from the dealership, as Mr. [redacted] had been a good customer. Mr. [redacted] insisted on having the dipstick replaced immediately. When [redacted] communicated that it would take 30-45 minutes for us to go to the dealer to pick one up Mr. [redacted] became loud and belligerent, demanding that we get one sooner. I heard a good part of the conversation from the managers office. When I heard that we were going above and beyond in trying to assist Mr. [redacted] for an incident that was clearly not our fault and for him to be talking to one of our employees with gross disrespect I approached Mr. [redacted] to ask him to act with some level of decorum. I tried to explain to him that it was through no fault of our own that the dipstick broke - but that we were working on a solution. When he continue to be loud and unprofessional I decided that he was not someone we wanted as a customer. I told him that we would get his vehicle in a safe state with oil and ask him to leave once we were complete. We put 2.5 quarts of oil in his vehicle, did not charge him and asked that he drive out nice and slow. We were polite and cordial with Mr. [redacted] - the only thing that I could discern from the words that he used was that he was not happy with our inability to replace the dipstick in less than 45 minutes. Again, when a part of a car breaks while it is being used as it was intended it is not the service providers responsibility to replace. We were willing to do that for Mr. [redacted], but we will not tolerate having our employees being berated, and less so in front of their peers and other customers. Our team was operating fully within procedure and attempting to provide the customer with excellent service. We service over 33,000 vehicles a year here in Greenville, consistently rank in the top half of our companies customer experience scores and have grown our business and customer base significantly.