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EZ Smog Check

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EZ Smog Check Reviews (1)

On July 18, 2016, the customer brought her 1996 Mercedes in for a smog check. She signed a service agreement (attachment 1), and when she handed over her car key, noticed that it was broken (the shaft from the grip). When informed her of this fact, she acknowledged it and stated "she couldn't afford...

a new key."performed the smog check, a service provided in full. When handed back her key, she accused me of breaking it, even though she had already acknowledge it was broken prior to the smog check. The kind of damage she claims was done to her key is highly unlikely during a 20 minute smog check in which the car key is inserted into the ignition once at the start, and remains there for the remainder of the test until it is complete. The key is for a 1996 Mercedes, and it was already broken when she brought her car in, likely due to the Wear and tear of repeated use over 20 years. She, however, insisted that I needed to pay for a replacement key. Even though was neither responsible nor fiable for her broken key, and although she had verbally acknowledged the fact that it was broken prior to the Smog test, I agreed to pay for a replacement key in an effort to appease the customer, provide good Customer service, and to avoid disruption to other Customers waiting in the office. Later the same day, she brought me an estimate for a replacement key from Mercedes-Benz of Laguna Niguel (attachment 3), and gave her a check for $273.24 (attachment 3). The check was cashed the same day, and considered the matter closed.On July 30, 2016, 12 days after her initial visit to the smog station, the customer came back again, claiming that had damaged her car, requiring a reimbursement of an additional $1,400. I had already gone well beyond the standards of good Customer service, and believe that the Customer is trying to take advantage of the situation and my kindness. I feel this is unethical and unacceptable. I asked her to leave because she was disrupting my business and the other customers, but she refused untill was forced to call the police (attachment 4).This smog check station has been a reputable business in the community for over 17 years, with many loyal customers which is a result of my efforts to provide good Customer service and to remedy any customers' complaints to the best of my ability. This complaint, however, is very unfortunate and disheartening. This customer has not been honest in her accusations and in the statements made in the complaint letter, even though I have done my best to reasonably address her complaints.

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Address: 27220 La Paz Rd #D, Mission Viejo, California, United States, 92692-2737

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