Dodge City

Initial Business Response /* (1000, 5, 2015/11/19) */
In the case regarding Mr*** lights there is a key point that he makes that I must disagree withHe states he gave no authorization to trouble shoot on any underlying electrical issues regarding the bulbs in his vehicle burning out
However, he told me on the phone that he had discussed with our service department to look for the reasons why these bulbs had burned out in quick succession and that he was sure that there had to be an underlying problemOur staff did a number of tests on his vehicles electrical system only to find that yet another bulb failing was the cause of his latest issueI will admit it is quite unlucky to lose bulbs in a relatively short period of time but the diagnostic work that our technician did on the vehicle was necessaryMr*** also now has the knowledge that there are no underlying issues causing his bulbs to failIn our phone call Mr*** requested a discount on his bill and my response was that the work performed was necessary to be able to provide a confident diagnosis on his vehicle and that a discount was not warranted
Regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello ***,
This email is in response to a complaint from customer *** *** ID# The customer is upset that we refused to relax our parts return policy for her after she ordered the wrong parts for her grandson’s vehicle a second timeWe
have a clear “no return” policy with regards to special order parts at our dealershipOur parts manager relaxed this policy the first time Ms*** ordered the wrong parts and has been told not to do this again in futureWhen I spoke to Ms*** I found myself having to constantly repeat our policy at it seemed Ms*** was refusing to accept our positionWe will not be refunding these special order parts as we did for her the first time she placed an incorrect orderWe simply cannot afford to let customers guess at what they may need and allow them to continually return parts until the right ones are found
Regards,
*** ** ***
General manager
The Royal Garage Limited

I am rejecting this response because: they are the parts specialist and should be advising customer. Not the other way around. Refund requested as they did it once they can do it again. They are the dealership and garage that used parts they will be able to resell. I won’t be . I do not have a grand son. 
 
 
Their policy lice was not followed once , they can do it again.