Dave's Truck Repair, Inc.

I was charged well over the quoted priceI was asked to be notified if it was going to be over I was charged with no call priorI called Dave's truck repair and asked if they could fix my axle on a 15' boat trailerI brought the trailer in and was quoted for the axle and bearings and possible the leaf springs "definitely under dollars." I was told that I would be called if it was anything over that priceI told [redacted] that I would pick the trailer up on a Saturday and left my credit card information to pay for the services and trusted his wordI was assured that I would be called and advised of the price prior to them charging my cardI called multiple times before they closed on Friday and asked what the price wasI had already seen that they had charged the card and never called me[redacted] lied and said he would call me backI called minutes later and advised him that I had already seen the charge on the account and asked why he liedHe then began the "double talk" and stated that there was "custom welding needed"I then expressed my complaint regarding the fact that I was assured that if the job was going to be over dollars, I would be contacted.I asked that the charge be changed as promised and was told, "look, do you want me to take the axle off and you can pickup the trailer?" I was appauled by this comment and told [redacted] I was contacting the Revdex.com to file a complaintI was then hung up onfor a small axle and hubs is a high priceis appuling.THey never put new leaf springs onI feel that Dave's truck repair took advantage of me and the fact that I trusted his wordDave's truck repair had my credit card, charged it without advising me that the charge was more and the job was not complete as promised.Desired SettlementI am requesting to be reimbursed $244.00Business Response [redacted],Please be advised that we are in receipt of this Customer complaint and will advise as follows:This repair started with a phone call, with the Customer advising that he had a boat trailer that needed an axle due to a blown wheel bearing and asking if we did that type of work; we said yesCustomer also asked if we could do the repair with the boat on the trailer; we said yesCustomer originally requested road service in [redacted] then wanted us to arrange a tow, then decided to bring it in himselfHe wanted to make sure we could finish the job because he wanted the boat for the coming weekend; August 1, While here with the trailer/boat, Customer asked for a "ballppark" estimate that he would not hold us toOur Service Manager went with him to look at the trailer and told him it should not be more than $based on replacing an axle, u-bolts plus misc; stating that without checking closely we could not be sure if anything else, such as leaf springs need replacementCustomer never told us to call him if it was over $600; in fact, he seemed more interested in making sure the repair would be completed before the weekendThe Customer called several times during the repair, asking about the progress and making sure the job would be completed on time and was kept informed as to the issues we ran into (explained below); differential pricing was never requested nor was it given because we were still in progress and did not know what the total price would beAfter removing the damaged axle from the trailer, we found, when trying to purchase a replacement part, that the old axle was obsolete hence we needed to purchase an updated versionDuring reassembly, we unexpectedly found that the original hub assemblies would not fit onto the updated axle, hence we needed to purchase new hub assemblies to install onto the new axleWe also needed to weld the existing spring saddles onto the new axle prior to assembly because the axle did not come with saddles attached; this was also unexpectedDuring the afternoon of 7/31/15, the Customer came in to pay for the repair however, we had not yet completed the Invoice because the repair had not yet been completedThe Customer filled out and signed a Credit Card Authorization form (available upon request) and left the amount blank, requesting that we call him with the amount and, if we could not reach him, to leave a message with the amount, prior to charging the cardThe Customer further advised that he would pick the trailer/boat up the following morningWe completed this repair at the end of the day Friday, 7/31/Once the Invoice [redacted] (available upon request) was completed, we tried to call the Customer times without success and during the 3rd call, left a message with the charge amount of $844.24, then charged the account accordinglyBy this time, it was near or at closing time on a FridayWhen the Customer called back, after learning the price of $844.24, he spoke to our owner and was irate that the bill was so highWe attempted to explain the extenuating circumstances that were beyond our control but the Customer would not listen, claiming that a fixed estimate had been set at $600.00, which was not trueDuring the exchange, the Customer, being extremely unreasonable, was asked ( in a sarcastic manner) if he wanted us to remove the parts we had installed and we would not charge him at allAt that point, the Customer was yelling and using profanityHe would not stop when asked, so he was hung up.It is requested that you kindly appreciate the following facts:There is no way that anyone could determine, from a visual inspection, what the cost of repair will beWe agreed to a "ballpark" figure of $600, only after being pressed by the Customer and after being told by him that we would not be held to itOnce again, this estimate was based on an assumption that the repair would only involve replacement of the axle, u-bolts, etcWe "jumped through hoops" to make this repair happen by the weekend, since it seemed to be the Customer's main priority; expediting and chasing parts ourselves, since the schedule would not allow for delivery time; this extra cost was not charged to the CustomerWe actually expended hours of labor on this repair (excluding the running around for parts) but only charged hoursThere was no way anyone could have predicted the unexpected chain of events that led to added costWe were NEVER told to advise the Customer if the job exceeded $600; in fact, we did not know ourselves what the bill would be until we completed the jobIn fact, during the course of the day, 7/31/15, the Customer reiterated multiple times that he needed to repair completed by the end of the daySo here we are, with a Customer that conveniently only remembers what he wants to and what is in his own selfish interestUnfortunately, the fact that we bent over backwards to get this repair completed, so the Customer could have his boat for the weekend, is totally lostWe have built our reputation over the past years based on excellent service, quality work, honesty and integrity; yet no matter how hard we try, there are always a few Customer such as this one, that try to take advantage of a situation and that totally lack appreciation for what is being done for themBased on the above, any reasonable person would understand and appreciate what occurred, as described above.Please advise if there are further questions or if you require additional information regarding this case.Thank you,[redacted]General Manager