European Auto Specialist of Hawaii LLC

Initial Business Response / [redacted] (1000, 9, 2014/04/01) */ In reponse to customer's complaint The customer came in for a 28FRecallWhich was performedDuring the repair the technician noticed that the wiring harness was cracked, causing high resistanceThe customer was informed of the concern and told it would take 1/hours and the cost of the partsThe customer ok'd the repair verballyCustomer signed the invoice and paid with credit card and also sign that reciept After recieving the letter from Revdex.com, customer was called to ask her about her complaintShe stated that since VW sent her to us to perform the recall that the subsequent repair should have been no chargeShe was asked why she signed and paid the bill and she stated she felt that her car was held hostage and we padded the billAgain she said she was just going to sign, pay and the file a complaint with Revdex.comShe said she would pay the parts but wanted to be reimbushed for all the labor We feel that since the labor and parts were explained to her and she signed the repair bill and stated veral conformation and paid the bill, she has no position to any refund or cause for complaint Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cost of the parts and labor was not disclosed prior to the repair either verbally or in writingWhen I received the bill, I was shocked to be overcharged, paid the bill so that I could get my car backWhile I was waiting for my car, another female customer who was having warranty work done was told that she would need parts not covered under warrantyShe also was not given any price estimate verbally or in writing prior to having the parts installedThis policy of not giving a cost estimate when asking the customer to have work done may be the standard operating procedure for this companyIt may also be discrimination against women customersAnother factual error in Mr [redacted] 's statement: I did not complain when the bill was submitted to me at the businessI told Mr [redacted] on the phone on 4/1/that I paid the bill to get my car backI then went home and filed the complaintMr [redacted] passed the invoice to his assistant so as not to have a confrontation with me (I think) Final Business Response / [redacted] (1000, 15, 2014/04/16) */ It is not our policy to replace parts or make repairs without the customer's permissionCustomer was there and was informed of the cost to repair her vehicleWhy would we tell her it was minimal repair, knowning the amounbt of time anc cost of parts it would take? We were only bringing to her attention a repair that was needed and could cause her problem with her vheicle and gave her the choice to have the repairs doneI am truly sorry for her misunderstanding or not hearing what I had told herWE DO NOT RUN OUR BUSINESS THE WAY SHE IMPLIESNor do I pass along anything to avoid confrontation as she didIf she had just talk to us before leaving, maybe we could have worked something out with herWhat she is implying is simply NOT TRUE and SLANDEROUSWhen we last spoke, she implied that Volkwagen should be responsible for the repairIt' been my experience that when someone reacts in this way it is because they never intended to pay for services renderedAnd I feel this is what is happening here Final Consumer Response / [redacted] (3000, 17, 2014/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The basic reason for my Revdex.com complaint still standsThe company DID NOT GIVE ME A COST ESTIMATE upfront for the recommended repairI was told verbally that my car needed such and such part, and did I want to have it doneI agreed, assuming it to be a minor repairNo cost estimate was givenA bill for $was therefore a shockIf I had been given a cost estimate of $300, I would not have had the work done

Initial Business Response /* (1000, 9, 2014/04/01) */
In reponse to customer's complaint
The customer came in for a 28F6 Recall. Which was performed. During the repair the technician noticed that the wiring harness was cracked, causing high resistance. The customer was informed of the...

concern and told it would take 1 1/2 hours and the cost of the parts. The customer ok'd the repair verbally. Customer signed the invoice and paid with credit card and also sign that reciept.
After recieving the letter from Revdex.com, customer was called to ask her about her complaint. She stated that since VW sent her to us to perform the recall that the subsequent repair should have been no charge. She was asked why she signed and paid the bill and she stated she felt that her car was held hostage and we padded the bill. Again she said she was just going to sign, pay and the file a complaint with Revdex.com. She said she would pay the parts but wanted to be reimbushed for all the labor.
We feel that since the labor and parts were explained to her and she signed the repair bill and stated veral conformation and paid the bill, she has no position to any refund or cause for complaint.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2014/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cost of the parts and labor was not disclosed prior to the repair either verbally or in writing. When I received the bill, I was shocked to be overcharged, paid the bill so that I could get my car back. While I was waiting for my car, another female customer who was having warranty work done was told that she would need parts not covered under warranty. She also was not given any price estimate verbally or in writing prior to having the parts installed. This policy of not giving a cost estimate when asking the customer to have work done may be the standard operating procedure for this company. It may also be discrimination against women customers. Another factual error in Mr [redacted]'s statement: I did not complain when the bill was submitted to me at the business. I told Mr. [redacted] on the phone on 4/1/14 that I paid the bill to get my car back. I then went home and filed the complaint. Mr. [redacted] passed the invoice to his assistant so as not to have a confrontation with me (I think).
Final Business Response /* (1000, 15, 2014/04/16) */
It is not our policy to replace parts or make repairs without the customer's permission. Customer was there and was informed of the cost to repair her vehicle. Why would we tell her it was minimal repair, knowning the amounbt of time anc cost of parts it would take? We were only bringing to her attention a repair that was needed and could cause her problem with her vheicle and gave her the choice to have the repairs done. I am truly sorry for her misunderstanding or not hearing what I had told her. WE DO NOT RUN OUR BUSINESS THE WAY SHE IMPLIES. Nor do I pass along anything to avoid confrontation as she did. If she had just talk to us before leaving, maybe we could have worked something out with her. What she is implying is simply NOT TRUE and SLANDEROUS. When we last spoke, she implied that Volkwagen should be responsible for the repair. It' been my experience that when someone reacts in this way it is because they never intended to pay for services rendered. And I feel this is what is happening here.
Final Consumer Response /* (3000, 17, 2014/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The basic reason for my Revdex.com complaint still stands. The company DID NOT GIVE ME A COST ESTIMATE upfront for the recommended repair. I was told verbally that my car needed such and such part, and did I want to have it done. I agreed, assuming it to be a minor repair. No cost estimate was given. A bill for $300 was therefore a shock. If I had been given a cost estimate of $300, I would not have had the work done.