December 8, 2017Revdex.com Holiday Drive, Suite 220, Pittsburgh, Pa., 15220.In Re: [redacted] Dear Revdex.com:On November27, at 11:P.M., we responded to an After Hours Emergency Response Tow for a disabled Acura at Interstate East, near New Stanton, PaUpon arrival, we found adults and children with the disabled vehicleThe man, who we learned later was [redacted] son, had looked at the vehicle upon breakdown and determined that it needed a new radiatorWithout the proper tools, he started to tear the vehicle apart breaking and losing some of the vehicle parts in the processHe, also, had previously had a radiator delivered roadside with the idea that he was going to repair the vehicle himself until he realized that was not possible at 11:P.M., at night on the side of a dangerous high traffic Interstate with no roadway berms in extremely cold weatherThe customer was offered our shop for repair and she agreedWe, at that time, did not give the customer a quote or tell her that our shop would be cheaper for the repairs as she statedWe could not make that statement because our Technician had not looked at the vehicle and could not know what the total problem was with the vehicleThe customer was told that the tow would be less because the original shop that she was considering, was an additional miles awayLinda was interested in getting the repairs completed quickly, so she could continue on her tripOur driver told her that he would have the Technician come in early the next morning to start on her vehicle, which we didOur business hours start at 9:A.MAt 9:00, the customer called rudely asking if her vehicle was doneThe office manager told the customer that the Technician was working on her vehicle and she was a priorty customerShe was told that we were aware that she was traveling and that we would complete the vehicle as soon as possibleShe then arrived at our shop to get some things out of her vehicleThis customer was not pleasant from the start of the morning and our shop was realizing that this was going to be a problemIt was only due to the fact that the repairs were already started and she had children with her that we put up with her treatment and continued the repairsWe discussed the repairs with the customer numerous times and she was advised that changing the Radiator in this particular car was a difficult job and was a longer process; along with the fact that her son had broken parts and lost parts on the roadway the night before which would add to the timelineOur technician approximated the repair time at about 5-hoursAlong with replacing the defective parts that had been broken and The customer was advised of thisThe customer had supplied the radiator to our shop and the labor rate was given to the customerSothe customer was given an approximate estimate for repairsShe was not denied an estimate as she statedShe said to get It completed as soon as possibleShe left and returned with the whole familyShortly after she returned, she told the Office Manager that this present breakdown was the 3rd one in the last few days and that she was sorry for her attitude, but she was tired of sitting in repair shops with kidsShe had spent over $in hotel costs, etcThe Office Manager said that was all right and thought her attitude would changeIt did not lastThe customer kept asking for the exact total of the repair before the repairs were completedOur shop had given her the estimated cost(It turned out when the vehicle was completed the estimate given to the customer was accurate, as given, for the repairs.) The customer was told that the exact total could not be given to her until all the repairs were completedIt is not possible to give an exact total until the job is done, especially in this situationThis job had some unknowns as we were reassembling, repairing, and replacing the parts that her son had torn off the vehicle when he was going to repair the vehicleThe customer then said she had gotten another estimate and that our total cost better not be more than the estimate that she had gottenIt just went on and onAnd during this time, the children were not being watched and were Running around being disruptive in the bathroom, etcWhen the repairs were completed, the total was given to the customer For hours of labor, within the guidelines of the estimate given of Between 5-hoursThe radiator was supplied by the customer, so no cost is shown for that partThe price for the parts used was $for what was necessary to replace the parts that her son had broken/ damaged the night beforeIn addition, the amount for the tow was $for an emergency response after hours towThe customer was looking on the wrong sheet at a non-emergency response tow during regular business hoursThis was explained to her and her son at the timeWhen she was given the total, she started demanding that we charge her the same price as the other shop she had called for an estimate and she demanded what she wanted to pay for the towHowever, the other Shop did not know exactly what we had to repairShe continued to yell and use the vilest language and during this process she was told by the Manager and the Office Manager that she would have to conduct herself in a polite manorI guess to her that was rudeOur facility is a place of business and other customers were in our facility at the timeThey should not, nor should our employees have to put up with the abuse this customer gave to us that dayShe then to/d us she had no money and proceeded to get on the phone and yell at an older women that she needed her to pay the billShe demanded that we take this unknown women's credit card over the phoneWe told her we needed to have the card in hand to swipe through our machine and the Cardholder needed to be present for a signatureShe proceeded to yell and swear at us againShe then hung up on the womenWe, then offered the customer different modes of paymentCash, Western Union, and Bank to Bank transfers that the unknown women could use a credit card to assureShe seemed to be working on one of these modes of payment for a timeAfter a time, she then came in and slammed credit cards down in front of the office manager and said to split up the transaction between the cardsWe told the customer that the Credit card companies have told us in the past not to split transactions between cardsOur Manager offered to take her to the bank to withdraw the amounts from the credit card accountsShe starting yelling and swearing again and proceeded to call the policeThe police came and she turned into an ideal customerFinally, she produced debit card for payment She left our facility.So to respond to some of her claims:The customer made the decision to be towed to our shop because it was closerShe was not forced to have her vehicle towed to our shop Or have her vehicle repaired at our shopTo accommodate the customer, we brought our Technician In early to work on her vehicle, as we promisedOur shop rescheduled another customer for a different day to give this customer a priorty for repairOur shop completed the repairs as quickly as was possibleOur Shop gave the customer an estimated time of 5-hours For repair and labor rate, plus parts and towThe labor time the customer was charged for was hoursOur Shop did everything that the customer requested and as quickly as possibleThe customer, at no time, told us the estimate was too much or to stopIn fact, she stated to get it finished as soon as possibleThe customer, at no time, said she did not have the funds.We would not have continued with repairsOur Business has policies in place for payment that we have adopted over the yearsThese policies are fair and reasonable and have been followed by our customers' without complaint in the pastWe did not leave the customers strandedThey were in a dean, heated lobby with a bathroom facility with toys for the children and a Burger King In front of our businessOur business has no control over the Police, and was not even present when the Officer talked to the customerWhat was exchanged between them in conversation, we have no knowledge.TWScott Enterprises, Inc., has been in business for over yearsOur customers'are extremely Important to us and we have strived to provide the best service that we possibly can for each customers' different situationUnfortunately, it does not matter how hard a business strives to satisfy the customer, some customers' you just will not be able to pleaseThe customer does not realize the volume that a business performs each yearWith social media in place today, this is a perfect avenue for a displeased customer to voice their dissatisfaction, whether justified or notBut what they do not realize is that for each criticism of a business, there are hundreds of satisfied customers for the same businessIt is unfortunate that customers'cannot reason that out in their mindsThere are sides to each story and they are only reading the one sideJust as this customers complaint is one side of the situation, our rebuttal is the other sideWe take complaints seriously and are not pleased to receive them at allBut, realistically, we know that we cannot prevent all complaintsThe only thing a business can do is be as up front to the customer during the service process and treat the customer with respect and complete all the customer requests Even when the customer is not doing the same in return for the business.We regret that this customer was not pleased with the service she receivedOur business completed all that she requested within the timeline given and the quote providedWe do have to be paid tor Services providedA fair price was charged for the services that the Customer requested and approvedTherefore, the customer is not due a refund.Sincerely, Thomas [redacted] S [redacted] ***President
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Not once did this company ever give me an estimate as to how much the repairs were going to cost As you can see prior complaints of this business they have a history of doing this kind of business to people Not once in their response did it mention as to why my ac is not working now and how they are going to rectify the situation The police were called because they refused to take my payment I was offering to pay for services as they wanted to take me to the bank which would have put me out at least another hour after they had my car for hours My children and who I called has nothing to do with this situation The issue is they never informed me how much the repairs were going to cost and minutes before they close tell me the cost as I had asked several times how much the cost was going to be and they would not give me a price I hired them to tow my vehicle and he said he had a shop that could do the repairs cheaper I expected to get an estimate cost for repairs when I called them in the morning but instead was greeted with the rudest person and was informed it was in the shop and they were working on it When I went looking for this shop to get some items out of MY car this woman came out if the office and stated that I had to be escorted to my car This company does not perform business in a professional manner and as you can see they have dome this to several people I need to know why when I had my car towed to the shop for radiator repair now my AC is not working what did they do to my car while they had it for almost hours
December 8, 2017Revdex.com 400 Holiday Drive, Suite 220, Pittsburgh, Pa., 15220.In Re: [redacted]Dear Revdex.com:On November27, 2017 at 11:30 P.M., we responded to an After Hours Emergency Response Tow for a disabled 2003 Acura at Interstate 70 East, near New Stanton, Pa. Upon...
arrival, we found 2 adults and 3 children with the disabled vehicle. The man, who we learned later was [redacted] son, had looked at the vehicle upon breakdown and determined that it needed a new radiator. Without the proper tools, he started to tear the vehicle apart breaking and losing some of the vehicle parts in the process. He, also, had previously had a radiator delivered roadside with the idea that he was going to repair the vehicle himself until he realized that was not possible at 11:30 P.M., at night on the side of a dangerous high traffic Interstate with no roadway berms in extremely cold weather. The customer was offered our shop for repair and she agreed. We, at that time, did not give the customer a quote or tell her that our shop would be cheaper for the repairs as she stated. We could not make that statement because our Technician had not looked at the vehicle and could not know what the total problem was with the vehicle. The customer was told that the tow would be less because the original shop that she was considering, was an additional 20 miles away. Linda was interested in getting the repairs completed quickly, so she could continue on her trip. Our driver told her that he would have the Technician come in early the next morning to start on her vehicle, which we did. Our normal business hours start at 9:00 A.M. At 9:00, the customer called rudely asking if her vehicle was done. The office manager told the customer that the Technician was working on her vehicle and she was a priorty customer. She was told that we were aware that she was traveling and that we would complete the vehicle as soon as possible. She then arrived at our shop to get some things out of her vehicle. This customer was not pleasant from the start of the morning and our shop was realizing that this was going to be a problem. It was only due to the fact that the repairs were already started and she had 3 children with her that we put up with her treatment and continued the repairs. We discussed the repairs with the customer numerous times and she was advised that changing the Radiator in this particular car was a difficult job and was a longer process; along with the fact that her son had broken parts and lost parts on the roadway the night before which would add to the timeline. Our technician approximated the repair time at about 5-6 hours. Along with replacing the defective parts that had been broken and The customer was advised of this. The customer had supplied the radiator to our shop and the labor rate was given to the customer. So. the customer was given an approximate estimate for repairs. She was not denied an estimate as she stated. She said to get It completed as soon as possible. She left and returned with the whole family. Shortly after she returned, she told the Office Manager that this present breakdown was the 3rd one in the last few days and that she was sorry for her attitude, but she was tired of sitting in repair shops with 3 kids. She had spent over $800.00 in hotel costs, etc. The Office Manager said that was all right and thought her attitude would change. It did not last. The customer kept asking for the exact total of the repair before the repairs were completed. Our shop had given her the estimated cost. (It turned out when the vehicle was completed the estimate given to the customer was accurate, as given, for the repairs.) The customer was told that the exact total could not be given to her until all the repairs were completed. It is not possible to give an exact total until the job is done, especially in this situation. This job had some unknowns as we were reassembling, repairing, and replacing the parts that her son had torn off the vehicle when he was going to repair the vehicle. The customer then said she had gotten another estimate and that our total cost better not be more than the estimate that she had gotten. It just went on and on. And during this time, the children were not being watched and were Running around being disruptive in the bathroom, etc. When the repairs were completed, the total was given to the customer For 5.3 hours of labor, within the guidelines of the estimate given of Between 5-6 hours. The radiator was supplied by the customer, so no cost is shown for that part. The price for the parts used was $67.34 for what was necessary to replace the parts that her son had broken/ damaged the night before. In addition, the amount for the tow was $234.00 for an emergency response after hours tow. The customer was looking on the wrong sheet at a non-emergency response tow during regular business hours. This was explained to her and her son at the time. When she was given the total, she started demanding that we charge her the same price as the other shop she had called for an estimate and she demanded what she wanted to pay for the tow. However, the other Shop did not know exactly what we had to repair. She continued to yell and use the vilest language and during this process she was told by the Manager and the Office Manager that she would have to conduct herself in a polite manor. I guess to her that was rude. Our facility is a place of business and other customers were in our facility at the time. They should not, nor should our employees have to put up with the abuse this customer gave to us that day. She then to/d us she had no money and proceeded to get on the phone and yell at an older women that she needed her to pay the bill. She demanded that we take this unknown women's credit card over the phone. We told her we needed to have the card in hand to swipe through our machine and the Cardholder needed to be present for a signature. She proceeded to yell and swear at us again. She then hung up on the women. We, then offered the customer different modes of payment. Cash, Western Union, and Bank to Bank transfers that the unknown women could use a credit card to assure. She seemed to be working on one of these modes of payment for a time. After a time, she then came in and slammed 2 credit cards down in front of the office manager and said to split up the transaction between the 2 cards. We told the customer that the Credit card companies have told us in the past not to split transactions between 2 cards. Our Manager offered to take her to the bank to withdraw the amounts from the credit card accounts. She starting yelling and swearing again and proceeded to call the police. The police came and she turned into an ideal customer. Finally, she produced 1 debit card for payment She left our facility.So to respond to some of her claims:1. The customer made the decision to be towed to our shop because it was closer.2. She was not forced to have her vehicle towed to our shop Or have her vehicle repaired at our shop.3. To accommodate the customer, we brought our Technician In early to work on her vehicle, as we promised.4. Our shop rescheduled another customer for a different day to give this customer a priorty for repair.5. Our shop completed the repairs as quickly as was possible.6. Our Shop gave the customer an estimated time of 5-6 hours For repair and labor rate, plus parts and tow. The labor time the customer was charged for was 5.3 hours. Our Shop did everything that the customer requested and as quickly as possible.7. The customer, at no time, told us the estimate was too much or to stop. In fact, she stated to get it finished as soon as possible.8. The customer, at no time, said she did not have the funds.We would not have continued with repairs.9. Our Business has policies in place for payment that we have adopted over the years. These policies are fair and reasonable and have been followed by our customers' without complaint in the past.10. We did not leave the customers stranded. They were in a dean, heated lobby with a bathroom facility with toys for the children and a Burger King In front of our business.11. Our business has no control over the Police, and was not even present when the Officer talked to the customer. What was exchanged between them in conversation, we have no knowledge.T. W. Scott Enterprises, Inc., has been in business for over 60 years. Our customers'are extremely Important to us and we have strived to provide the best service that we possibly can for each customers' different situation. Unfortunately, it does not matter how hard a business strives to satisfy the customer, some customers' you just will not be able to please. The customer does not realize the volume that a business performs each year. With social media in place today, this is a perfect avenue for a displeased customer to voice their dissatisfaction, whether justified or not. But what they do not realize is that for each criticism of a business, there are hundreds of satisfied customers for the same business. It is unfortunate that customers'cannot reason that out in their minds. There are 2 sides to each story and they are only reading the one side. Just as this customers complaint is one side of the situation, our rebuttal is the other side. We take complaints seriously and are not pleased to receive them at all. But, realistically, we know that we cannot prevent all complaints. The only thing a business can do is be as up front to the customer during the service process and treat the customer with respect and complete all the customer requests Even when the customer is not doing the same in return for the business.We regret that this customer was not pleased with the service she received. Our business completed all that she requested within the timeline given and the quote provided. We do have to be paid tor Services provided. A fair price was charged for the services that the Customer requested and approved. Therefore, the customer is not due a refund.Sincerely, Thomas ** S[redacted]President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
December 8, 2017Revdex.com Holiday Drive, Suite 220, Pittsburgh, Pa., 15220.In Re: [redacted] Dear Revdex.com:On November27, at 11:P.M., we responded to an After Hours Emergency Response Tow for a disabled Acura at Interstate East, near New Stanton, PaUpon arrival, we found adults and children with the disabled vehicleThe man, who we learned later was [redacted] son, had looked at the vehicle upon breakdown and determined that it needed a new radiatorWithout the proper tools, he started to tear the vehicle apart breaking and losing some of the vehicle parts in the processHe, also, had previously had a radiator delivered roadside with the idea that he was going to repair the vehicle himself until he realized that was not possible at 11:P.M., at night on the side of a dangerous high traffic Interstate with no roadway berms in extremely cold weatherThe customer was offered our shop for repair and she agreedWe, at that time, did not give the customer a quote or tell her that our shop would be cheaper for the repairs as she statedWe could not make that statement because our Technician had not looked at the vehicle and could not know what the total problem was with the vehicleThe customer was told that the tow would be less because the original shop that she was considering, was an additional miles awayLinda was interested in getting the repairs completed quickly, so she could continue on her tripOur driver told her that he would have the Technician come in early the next morning to start on her vehicle, which we didOur business hours start at 9:A.MAt 9:00, the customer called rudely asking if her vehicle was doneThe office manager told the customer that the Technician was working on her vehicle and she was a priorty customerShe was told that we were aware that she was traveling and that we would complete the vehicle as soon as possibleShe then arrived at our shop to get some things out of her vehicleThis customer was not pleasant from the start of the morning and our shop was realizing that this was going to be a problemIt was only due to the fact that the repairs were already started and she had children with her that we put up with her treatment and continued the repairsWe discussed the repairs with the customer numerous times and she was advised that changing the Radiator in this particular car was a difficult job and was a longer process; along with the fact that her son had broken parts and lost parts on the roadway the night before which would add to the timelineOur technician approximated the repair time at about 5-hoursAlong with replacing the defective parts that had been broken and The customer was advised of thisThe customer had supplied the radiator to our shop and the labor rate was given to the customerSothe customer was given an approximate estimate for repairsShe was not denied an estimate as she statedShe said to get It completed as soon as possibleShe left and returned with the whole familyShortly after she returned, she told the Office Manager that this present breakdown was the 3rd one in the last few days and that she was sorry for her attitude, but she was tired of sitting in repair shops with kidsShe had spent over $in hotel costs, etcThe Office Manager said that was all right and thought her attitude would changeIt did not lastThe customer kept asking for the exact total of the repair before the repairs were completedOur shop had given her the estimated cost(It turned out when the vehicle was completed the estimate given to the customer was accurate, as given, for the repairs.) The customer was told that the exact total could not be given to her until all the repairs were completedIt is not possible to give an exact total until the job is done, especially in this situationThis job had some unknowns as we were reassembling, repairing, and replacing the parts that her son had torn off the vehicle when he was going to repair the vehicleThe customer then said she had gotten another estimate and that our total cost better not be more than the estimate that she had gottenIt just went on and onAnd during this time, the children were not being watched and were Running around being disruptive in the bathroom, etcWhen the repairs were completed, the total was given to the customer For hours of labor, within the guidelines of the estimate given of Between 5-hoursThe radiator was supplied by the customer, so no cost is shown for that partThe price for the parts used was $for what was necessary to replace the parts that her son had broken/ damaged the night beforeIn addition, the amount for the tow was $for an emergency response after hours towThe customer was looking on the wrong sheet at a non-emergency response tow during regular business hoursThis was explained to her and her son at the timeWhen she was given the total, she started demanding that we charge her the same price as the other shop she had called for an estimate and she demanded what she wanted to pay for the towHowever, the other Shop did not know exactly what we had to repairShe continued to yell and use the vilest language and during this process she was told by the Manager and the Office Manager that she would have to conduct herself in a polite manorI guess to her that was rudeOur facility is a place of business and other customers were in our facility at the timeThey should not, nor should our employees have to put up with the abuse this customer gave to us that dayShe then to/d us she had no money and proceeded to get on the phone and yell at an older women that she needed her to pay the billShe demanded that we take this unknown women's credit card over the phoneWe told her we needed to have the card in hand to swipe through our machine and the Cardholder needed to be present for a signatureShe proceeded to yell and swear at us againShe then hung up on the womenWe, then offered the customer different modes of paymentCash, Western Union, and Bank to Bank transfers that the unknown women could use a credit card to assureShe seemed to be working on one of these modes of payment for a timeAfter a time, she then came in and slammed credit cards down in front of the office manager and said to split up the transaction between the cardsWe told the customer that the Credit card companies have told us in the past not to split transactions between cardsOur Manager offered to take her to the bank to withdraw the amounts from the credit card accountsShe starting yelling and swearing again and proceeded to call the policeThe police came and she turned into an ideal customerFinally, she produced debit card for payment She left our facility.So to respond to some of her claims:The customer made the decision to be towed to our shop because it was closerShe was not forced to have her vehicle towed to our shop Or have her vehicle repaired at our shopTo accommodate the customer, we brought our Technician In early to work on her vehicle, as we promisedOur shop rescheduled another customer for a different day to give this customer a priorty for repairOur shop completed the repairs as quickly as was possibleOur Shop gave the customer an estimated time of 5-hours For repair and labor rate, plus parts and towThe labor time the customer was charged for was hoursOur Shop did everything that the customer requested and as quickly as possibleThe customer, at no time, told us the estimate was too much or to stopIn fact, she stated to get it finished as soon as possibleThe customer, at no time, said she did not have the funds.We would not have continued with repairsOur Business has policies in place for payment that we have adopted over the yearsThese policies are fair and reasonable and have been followed by our customers' without complaint in the pastWe did not leave the customers strandedThey were in a dean, heated lobby with a bathroom facility with toys for the children and a Burger King In front of our businessOur business has no control over the Police, and was not even present when the Officer talked to the customerWhat was exchanged between them in conversation, we have no knowledge.TWScott Enterprises, Inc., has been in business for over yearsOur customers'are extremely Important to us and we have strived to provide the best service that we possibly can for each customers' different situationUnfortunately, it does not matter how hard a business strives to satisfy the customer, some customers' you just will not be able to pleaseThe customer does not realize the volume that a business performs each yearWith social media in place today, this is a perfect avenue for a displeased customer to voice their dissatisfaction, whether justified or notBut what they do not realize is that for each criticism of a business, there are hundreds of satisfied customers for the same businessIt is unfortunate that customers'cannot reason that out in their mindsThere are sides to each story and they are only reading the one sideJust as this customers complaint is one side of the situation, our rebuttal is the other sideWe take complaints seriously and are not pleased to receive them at allBut, realistically, we know that we cannot prevent all complaintsThe only thing a business can do is be as up front to the customer during the service process and treat the customer with respect and complete all the customer requests Even when the customer is not doing the same in return for the business.We regret that this customer was not pleased with the service she receivedOur business completed all that she requested within the timeline given and the quote providedWe do have to be paid tor Services providedA fair price was charged for the services that the Customer requested and approvedTherefore, the customer is not due a refund.Sincerely, Thomas [redacted] S [redacted] ***President
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Not once did this company ever give me an estimate as to how much the repairs were going to cost As you can see prior complaints of this business they have a history of doing this kind of business to people Not once in their response did it mention as to why my ac is not working now and how they are going to rectify the situation The police were called because they refused to take my payment I was offering to pay for services as they wanted to take me to the bank which would have put me out at least another hour after they had my car for hours My children and who I called has nothing to do with this situation The issue is they never informed me how much the repairs were going to cost and minutes before they close tell me the cost as I had asked several times how much the cost was going to be and they would not give me a price I hired them to tow my vehicle and he said he had a shop that could do the repairs cheaper I expected to get an estimate cost for repairs when I called them in the morning but instead was greeted with the rudest person and was informed it was in the shop and they were working on it When I went looking for this shop to get some items out of MY car this woman came out if the office and stated that I had to be escorted to my car This company does not perform business in a professional manner and as you can see they have dome this to several people I need to know why when I had my car towed to the shop for radiator repair now my AC is not working what did they do to my car while they had it for almost hours
December 8, 2017Revdex.com 400 Holiday Drive, Suite 220, Pittsburgh, Pa., 15220.In Re: [redacted]Dear Revdex.com:On November27, 2017 at 11:30 P.M., we responded to an After Hours Emergency Response Tow for a disabled 2003 Acura at Interstate 70 East, near New Stanton, Pa. Upon...
arrival, we found 2 adults and 3 children with the disabled vehicle. The man, who we learned later was [redacted] son, had looked at the vehicle upon breakdown and determined that it needed a new radiator. Without the proper tools, he started to tear the vehicle apart breaking and losing some of the vehicle parts in the process. He, also, had previously had a radiator delivered roadside with the idea that he was going to repair the vehicle himself until he realized that was not possible at 11:30 P.M., at night on the side of a dangerous high traffic Interstate with no roadway berms in extremely cold weather. The customer was offered our shop for repair and she agreed. We, at that time, did not give the customer a quote or tell her that our shop would be cheaper for the repairs as she stated. We could not make that statement because our Technician had not looked at the vehicle and could not know what the total problem was with the vehicle. The customer was told that the tow would be less because the original shop that she was considering, was an additional 20 miles away. Linda was interested in getting the repairs completed quickly, so she could continue on her trip. Our driver told her that he would have the Technician come in early the next morning to start on her vehicle, which we did. Our normal business hours start at 9:00 A.M. At 9:00, the customer called rudely asking if her vehicle was done. The office manager told the customer that the Technician was working on her vehicle and she was a priorty customer. She was told that we were aware that she was traveling and that we would complete the vehicle as soon as possible. She then arrived at our shop to get some things out of her vehicle. This customer was not pleasant from the start of the morning and our shop was realizing that this was going to be a problem. It was only due to the fact that the repairs were already started and she had 3 children with her that we put up with her treatment and continued the repairs. We discussed the repairs with the customer numerous times and she was advised that changing the Radiator in this particular car was a difficult job and was a longer process; along with the fact that her son had broken parts and lost parts on the roadway the night before which would add to the timeline. Our technician approximated the repair time at about 5-6 hours. Along with replacing the defective parts that had been broken and The customer was advised of this. The customer had supplied the radiator to our shop and the labor rate was given to the customer. So. the customer was given an approximate estimate for repairs. She was not denied an estimate as she stated. She said to get It completed as soon as possible. She left and returned with the whole family. Shortly after she returned, she told the Office Manager that this present breakdown was the 3rd one in the last few days and that she was sorry for her attitude, but she was tired of sitting in repair shops with 3 kids. She had spent over $800.00 in hotel costs, etc. The Office Manager said that was all right and thought her attitude would change. It did not last. The customer kept asking for the exact total of the repair before the repairs were completed. Our shop had given her the estimated cost. (It turned out when the vehicle was completed the estimate given to the customer was accurate, as given, for the repairs.) The customer was told that the exact total could not be given to her until all the repairs were completed. It is not possible to give an exact total until the job is done, especially in this situation. This job had some unknowns as we were reassembling, repairing, and replacing the parts that her son had torn off the vehicle when he was going to repair the vehicle. The customer then said she had gotten another estimate and that our total cost better not be more than the estimate that she had gotten. It just went on and on. And during this time, the children were not being watched and were Running around being disruptive in the bathroom, etc. When the repairs were completed, the total was given to the customer For 5.3 hours of labor, within the guidelines of the estimate given of Between 5-6 hours. The radiator was supplied by the customer, so no cost is shown for that part. The price for the parts used was $67.34 for what was necessary to replace the parts that her son had broken/ damaged the night before. In addition, the amount for the tow was $234.00 for an emergency response after hours tow. The customer was looking on the wrong sheet at a non-emergency response tow during regular business hours. This was explained to her and her son at the time. When she was given the total, she started demanding that we charge her the same price as the other shop she had called for an estimate and she demanded what she wanted to pay for the tow. However, the other Shop did not know exactly what we had to repair. She continued to yell and use the vilest language and during this process she was told by the Manager and the Office Manager that she would have to conduct herself in a polite manor. I guess to her that was rude. Our facility is a place of business and other customers were in our facility at the time. They should not, nor should our employees have to put up with the abuse this customer gave to us that day. She then to/d us she had no money and proceeded to get on the phone and yell at an older women that she needed her to pay the bill. She demanded that we take this unknown women's credit card over the phone. We told her we needed to have the card in hand to swipe through our machine and the Cardholder needed to be present for a signature. She proceeded to yell and swear at us again. She then hung up on the women. We, then offered the customer different modes of payment. Cash, Western Union, and Bank to Bank transfers that the unknown women could use a credit card to assure. She seemed to be working on one of these modes of payment for a time. After a time, she then came in and slammed 2 credit cards down in front of the office manager and said to split up the transaction between the 2 cards. We told the customer that the Credit card companies have told us in the past not to split transactions between 2 cards. Our Manager offered to take her to the bank to withdraw the amounts from the credit card accounts. She starting yelling and swearing again and proceeded to call the police. The police came and she turned into an ideal customer. Finally, she produced 1 debit card for payment She left our facility.So to respond to some of her claims:1. The customer made the decision to be towed to our shop because it was closer.2. She was not forced to have her vehicle towed to our shop Or have her vehicle repaired at our shop.3. To accommodate the customer, we brought our Technician In early to work on her vehicle, as we promised.4. Our shop rescheduled another customer for a different day to give this customer a priorty for repair.5. Our shop completed the repairs as quickly as was possible.6. Our Shop gave the customer an estimated time of 5-6 hours For repair and labor rate, plus parts and tow. The labor time the customer was charged for was 5.3 hours. Our Shop did everything that the customer requested and as quickly as possible.7. The customer, at no time, told us the estimate was too much or to stop. In fact, she stated to get it finished as soon as possible.8. The customer, at no time, said she did not have the funds.We would not have continued with repairs.9. Our Business has policies in place for payment that we have adopted over the years. These policies are fair and reasonable and have been followed by our customers' without complaint in the past.10. We did not leave the customers stranded. They were in a dean, heated lobby with a bathroom facility with toys for the children and a Burger King In front of our business.11. Our business has no control over the Police, and was not even present when the Officer talked to the customer. What was exchanged between them in conversation, we have no knowledge.T. W. Scott Enterprises, Inc., has been in business for over 60 years. Our customers'are extremely Important to us and we have strived to provide the best service that we possibly can for each customers' different situation. Unfortunately, it does not matter how hard a business strives to satisfy the customer, some customers' you just will not be able to please. The customer does not realize the volume that a business performs each year. With social media in place today, this is a perfect avenue for a displeased customer to voice their dissatisfaction, whether justified or not. But what they do not realize is that for each criticism of a business, there are hundreds of satisfied customers for the same business. It is unfortunate that customers'cannot reason that out in their minds. There are 2 sides to each story and they are only reading the one side. Just as this customers complaint is one side of the situation, our rebuttal is the other side. We take complaints seriously and are not pleased to receive them at all. But, realistically, we know that we cannot prevent all complaints. The only thing a business can do is be as up front to the customer during the service process and treat the customer with respect and complete all the customer requests Even when the customer is not doing the same in return for the business.We regret that this customer was not pleased with the service she received. Our business completed all that she requested within the timeline given and the quote provided. We do have to be paid tor Services provided. A fair price was charged for the services that the Customer requested and approved. Therefore, the customer is not due a refund.Sincerely, Thomas ** S[redacted]President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]