Diamond Brite

In response to the complaint filed by [redacted] from incident that took place at our business on 1/7/ The General Manager was notified of a customer incident involving the above named customer [redacted] did speak to the customer and was apologetic for the incident and did offer to have the mirror re attached, [redacted] also explained to the customer that it was not an intentional act by our employee and that we would do everything to ensure the mirror would be re attachedThe customers’ vehicle was taken to the oil and lube garage and the mirror was inspected by several of the techs to see what could be done to re attachIt was determined upon inspection that the mirror had been detached from the housing previously as adhesive residue was visible, they also determined that it could be re applied using an adhesive [redacted] did advise the customer of this and did let the customer know that he would have it re attached but would take some time because we needed to go purchase the adhesive as we did not have it on locationThe customer was very upset however, [redacted] did reassure him that we were doing everything we could do to correct the situation, [redacted] did offer the customer a gift card for the inconvenience and with an employee witness standing with ***, the customer refused and demanded his money back which [redacted] was happy to doIt did take some time to re-apply the mirror because it had to sit and cure, the customer was brought back to the garage and this was explained to the customer, the customer understood this would take some timeIt was also explained that the customers windshield had been replaced at some point because it was an after***et windshield and that could have been the reason the mirror was re attached previouslyDuring the customers visit, the customer received continues updates from [redacted] as to the progress and became increasingly upset as he stated they had been here for hrs, [redacted] did apologize for the wait and again reassured the customer that everything was being done to ensure the mirror would hold and not come offOnce the techs had the mirror re-applied the customers vehicle was brought to the front of the business for delivery [redacted] did notify the customer his vehicle was ready and did apologize again for his experienceWith managers present and several other employees and our technician who repaired the mirror, the customer immediately began to curse and use profanity towards ***, this went on for several minutes and [redacted] offered to have several items that the customer was not happy with, with regards to the washing of his car addressed, the customer continued to be verbally abusive and at that point was asked to leave the property Customer notified us the next day that the mirror had come off that evening and he was bringing it back to us to fixThe managers on duty where happy to have it re attached for him againUpon customer leaving, they told me he was happy with the repairMy staff would never talk or speak to any customer the way that [redacted] z is stating or they would be terminated on site [redacted] has the best customer’s relations w any customers I have ever seenWe tried everything in our power to make this customer happy, but it seemed he just would not have itAt some point when the customer starts calling my managers and staff [redacted] this and that and more by using such strong profanity we have to ask them to leave the siteI hope we can resolve this matter; we have not had complaint in the years since we have been open with the Revdex.com Thank You [redacted] Owner

I would like to suggest a sit down meeting with *** *** *** *** so we could discuss this and come to an agreement in this matterI have reviewed all video and saw with my own eyes that *** held the Door open for *** *** and shook his hand upon meeting himSo this is why I think we should meet and resolve this like genteel menWe refunded the customer, Fixed the mirror and offered a Gift Card that was refusedI understand and agree that this process took to long and tempers where most likely heatedI have reviewed the video and staff comments to come to my conclusionAs the owner I am very sorry that any of this has happened to *** *** and his wife. Please accept my deepest apologizes in this matter*** ***Owner

In response to the complaint filed by [redacted] from incident that took place at our business on 1/7/2017.  The General Manager was notified of a customer incident involving the above named customer. [redacted] did speak to the customer and was apologetic for the incident and did...

offer to have the mirror re attached, [redacted] also explained to the customer that it was not an intentional act by our employee and that we would do everything to ensure the mirror would be re attached. The customers’ vehicle was taken to the oil and lube garage and the mirror was inspected by several of the techs to see what could be done to re attach. It was determined upon inspection that the mirror had been detached from the housing previously as adhesive residue was visible, they also determined that it could be re applied using an adhesive. [redacted] did advise the customer of this and did let the customer know that he would have it re attached but would take some time because we needed to go purchase the adhesive as we did not have it on location. The customer was very upset however, [redacted] did reassure him that we were doing everything we could do to correct the situation, [redacted] did offer the customer a gift card for the inconvenience and with an employee witness standing with [redacted], the customer refused and demanded his money back which [redacted] was happy to do. It did take some time to re-apply the mirror because it had to sit and cure, the customer was brought back to the garage and this was explained to the customer, the customer understood this would take some time. It was also explained that the customers windshield had been replaced at some point because it was an after[redacted]et windshield and that could have been the reason the mirror was re attached previously. During the customers visit, the customer received continues updates from [redacted] as to the progress and became increasingly upset as he stated they had been here for 3 hrs, [redacted] did apologize for the wait and again reassured the customer that everything was being done to ensure the mirror would hold and not come off. Once the techs had the mirror re-applied the customers vehicle was brought to the front of the business for delivery. [redacted] did notify the customer his vehicle was ready and did apologize again for his experience. With 2 managers present and several other employees and our technician who repaired the mirror, the customer immediately began to curse and use profanity towards [redacted], this went on for several minutes and [redacted] offered to have several items that the customer was not happy with, with regards to the washing of his car addressed, the customer continued to be verbally abusive and at that point was asked to leave the property.  Customer notified us the next day that the mirror had come off that evening and he was bringing it back to us to fix. The managers on duty where happy to have it re attached for him again. Upon customer leaving, they told me he was happy with the repair. My staff would never talk or speak to any customer the way that [redacted]z is stating or they would be terminated on site. [redacted] has the best customer’s relations w any customers I have ever seen. We tried everything in our power to make this customer happy, but it seemed he just would not have it. At some point when the customer starts calling my managers and staff [redacted] this and that and more by using such strong profanity we have to ask them to leave the site. I hope we can resolve this matter; we have not had 1 complaint in the 4 years since we have been open with the Revdex.com  Thank You  [redacted] Owner

Complaint: [redacted]
I am rejecting this response because: Hello [redacted],It doesn't amaze me that you submitted this email without doing your dual diligence and research. There is two side of every story and the right thing you as a owner should have done is reach out to the customer and took down their side of the story, then make a final summary and judgement. Everything you mentioned was what was reported by [redacted] on the incident report except for the part that makes me look like a horrible customer.  The swearing and cursing was brought upon [redacted]'s lack of taking ownership and responsibility and customer service skills.  Never did I call [redacted] a name but yes I cussed at the job performed on my vehicle.  Anyone in my shoes would probably do the same.  You mention being brought to the Revdex.com before, so apparently I am not the only one that took the time out of their busy schedule to address their concern or unfair treatment by Diamond Brite to the Revdex.com.  You also mentioned the fact that [redacted] and the other associates present all agreed to what happened which is false.  If I was ever put in that situation, yes I would have to agree with my GM just in the event my job was on the line.  Half the time [redacted] was not accompanied by others but had his peons do his work.  I handed him the receipts for the refund and he couldn't even bring me the refund himself.  What I was trying to tell him he was not having it.  [redacted] could not see the big picture here.  I told [redacted] on numerous occasions that when I drove up to Diamond Brite for a wash and detail the mirror was attach, no questions asked.  However,  [redacted] was persistent on proving me wrong at every level that it was not the original BMW glass, you could tell it had be worked on before yada yada yada.  You can even see it on the incident report he typed up.  He brought up about hail damage which was unnecessary in this case, I knew about that.  [redacted] we can go round and round on this but I see this is at a larger scale beginning from you the owner.  So lets reflect on my concerns a bit here.  In the beginning of the incident [redacted] never apologize to me until I confronted him the first time when he assumed the vehicle belong to another gentleman.  In you email were is your apology.  Second, like the comment you mentioned over the phone "[redacted] what do you want me to do to make this right, Do you want me to fire everyone."  seriously.. these were the comments [redacted] used to get me to my breaking point.  So I can see why you hired [redacted] as your GM...he shows all the qualifications you acquire as a leader that resembles and agree with your actions and professionalism.
Regards,
[redacted]