Below was my emailed response to the staff at AutoQuest
The only thing I would add is that we dropped off the machine in question to this location (AutoQuest) on the date of the attached invoice (01/04/16). The machine was in working condition. We did not hear from AutoQuest...
until I requested that my office manage contact them to"remind" them of the payment due on the repair. It was at this time Dominic (Sales Mgr) presented concerns regarding the length of time the repair took, as well as accusations of charging for multiple parts. Even if you are not a technician it is evident that they were only charged for 1 of each part required to complete the repair. They were also only charged for 2 hours of labor (No travel even to reinstall the unit). The actual repair took 5.5 hrs. Lastly, I will also point out that I (personally) stopped by their showroom on 3 occasions to update them on the progress of the repair.
As to the estimate of $300, we needed to go to OEM parts for the machine due to the age. This increased the price by $85 (Before tax). Although we strive to stay within the parameters of our "estimates", we are in the business of repairing machines of a foreign nature. Getting parts and supplies for the jobs we are asked to do, can present delays and increased costs.
This customer states that I have been "unreasonable". Had Dominic contacted us immediately when we delivered the machine in the beginning of January, there could have been a reasonable solution. But you can't ignore a valid dept for 2 months and expect to negotiate the price
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Sir(All prior emails you have received were from my office manager in an attempt to collect what we are owed. My email address is the default. I have instructed her not to contact you further, & I neither will I)............However, the following is MY final response:In all honesty, you received service in excess of $600 (Actual labor & parts) on your machine. You were not double billed for ANY part needed to repair you machine. I am comfortable with the final outcome regardless of your opinion. The error on my part was installing new parts before we cleared the excess mineral buildup in your machine's boiler, preventing water flow throughout the machine. I lost the cost of those parts & labor as I decided the best option was to start over and order the original parts for your machine. This was time consuming as well since these parts are not resourced locally.At the end of the day, I felt I communicated with you guys the difficulty in getting your machine done on a few occasions. Most of the issues were directly related to the quality of water used in your machine as well as a lack of regular maintenance. I have documented internal photos of the condition of your machine when you left it with us, as well as video of the machine working properly before it was returned. Unfortunately this has become a standard practice in this industry just to CYAYou've stated that I gave an estimate of $300. This is correct, but the damage to your machine was far more extensive than I anticipated. I would also mention that I repaired a few things that were not included on your final invoice.So no, this is not a negotiation. Your estimate was $300. Your final invoice was $385.40 +tax ($37.00). I don't think that $85.40 should be considered excessive. And I felt I was more than fair (all things considered).Lastly, your comments posted on Google? While there is some (small) truth to your statement of how things occurred, most of it was incorrect and unfair. We have been building a stellar reputation in our industry for over 13 years with very few issues. And certainly no issues with the Revdex.com,or any other entity. Your action was purely spiteful. The money is no longer the issue. But it is unfortunate to go through this for $85. But we will.....Again, no one from my office will contact you (or respond) again.Best of luck,AnthonyAnthony M[redacted]- President/CEOEspresso Technologies, Inc. (Seattle,WA)(206) 767-7172 Office(206) 767-0461 Fax[redacted]
To the Revdex.com
Below was my emailed response to the staff at AutoQuest
The only thing I would add is that we dropped off the machine in question to this location (AutoQuest) on the date of the attached invoice (01/04/16). The machine was in working condition. We did not hear from AutoQuest...
until I requested that my office manage contact them to"remind" them of the payment due on the repair. It was at this time Dominic (Sales Mgr) presented concerns regarding the length of time the repair took, as well as accusations of charging for multiple parts. Even if you are not a technician it is evident that they were only charged for 1 of each part required to complete the repair. They were also only charged for 2 hours of labor (No travel even to reinstall the unit). The actual repair took 5.5 hrs. Lastly, I will also point out that I (personally) stopped by their showroom on 3 occasions to update them on the progress of the repair.
As to the estimate of $300, we needed to go to OEM parts for the machine due to the age. This increased the price by $85 (Before tax). Although we strive to stay within the parameters of our "estimates", we are in the business of repairing machines of a foreign nature. Getting parts and supplies for the jobs we are asked to do, can present delays and increased costs.
This customer states that I have been "unreasonable". Had Dominic contacted us immediately when we delivered the machine in the beginning of January, there could have been a reasonable solution. But you can't ignore a valid dept for 2 months and expect to negotiate the price
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Sir(All prior emails you have received were from my office manager in an attempt to collect what we are owed. My email address is the default. I have instructed her not to contact you further, & I neither will I)............However, the following is MY final response:In all honesty, you received service in excess of $600 (Actual labor & parts) on your machine. You were not double billed for ANY part needed to repair you machine. I am comfortable with the final outcome regardless of your opinion. The error on my part was installing new parts before we cleared the excess mineral buildup in your machine's boiler, preventing water flow throughout the machine. I lost the cost of those parts & labor as I decided the best option was to start over and order the original parts for your machine. This was time consuming as well since these parts are not resourced locally.At the end of the day, I felt I communicated with you guys the difficulty in getting your machine done on a few occasions. Most of the issues were directly related to the quality of water used in your machine as well as a lack of regular maintenance. I have documented internal photos of the condition of your machine when you left it with us, as well as video of the machine working properly before it was returned. Unfortunately this has become a standard practice in this industry just to CYAYou've stated that I gave an estimate of $300. This is correct, but the damage to your machine was far more extensive than I anticipated. I would also mention that I repaired a few things that were not included on your final invoice.So no, this is not a negotiation. Your estimate was $300. Your final invoice was $385.40 +tax ($37.00). I don't think that $85.40 should be considered excessive. And I felt I was more than fair (all things considered).Lastly, your comments posted on Google? While there is some (small) truth to your statement of how things occurred, most of it was incorrect and unfair. We have been building a stellar reputation in our industry for over 13 years with very few issues. And certainly no issues with the Revdex.com,or any other entity. Your action was purely spiteful. The money is no longer the issue. But it is unfortunate to go through this for $85. But we will.....Again, no one from my office will contact you (or respond) again.Best of luck,AnthonyAnthony M[redacted]- President/CEOEspresso Technologies, Inc. (Seattle,WA)(206) 767-7172 Office(206) 767-0461 Fax[redacted]