To whom it may concern:I am responding to the customer concern made by [redacted] received on 1/22/15.[redacted] brought her fiat in to get an oil change where we performed a 23 point inspection on Oct 24th. We found that the rear main seal was leaking. The oil change was performed and she...
picked up her vehicle on Oct 24th. On Oct 31st [redacted] brought her vehicle back in so that we could perform the repair of the rear main seal that was leaking. At this time she added 2 more issues that had come up which was the convertible top was not functioning properly and there was a noise in the dashboard.The rear main seal that was leaking the convertible top were repaired through warranty at no cost.At the time we found 3 tires that were deemed unsafe by the technition which can cause a noise similar to her concern. We gave her an estimate for 4 tires which [redacted] declined after several days of consideration. When [redacted] declined the tires we took it upon ourselves at our cost with safe and better conditioned tires than what -she came in with. We did not feel comfortable allowing her to drive her vehicle with the tires she came in with.After the tires were replaced and completed [redacted] picked up her vehicle several days later.We only gave her 3 tires because only 3 where bad. We also provided her a rental car for 18 days to assist her because she commutes from downtown Austin to Marble Falls daily. We are by no means obligated to give her anything at no charge. Nov 24th [redacted] picked up her vehicle with the tires replaced several days later after being notified it was ready. Nov 25th [redacted] called the service department and stated that the noise was still occuring. At that time we delivered a loaner vehicle, not a rental which is only reserved for customers that purchase vehicles from Fiat/Alfa Romeo of Austin, which she did not.While bringing the vehicle back to the dealership and on a daily test drive from Nov 25th to opproximately Dec 21st we could not duplicate the noise in the dashboard.At that time [redacted] was called and informed that we still had not discovered a noise in the dashboard of her vehicle and hopefully would know something by the time she returned from Chicago in the new year. While she was on holiday vacation we were thankfully able to duplicate the noise under extreme cold weather conditions. It was found to be her brake pads needing to be replaced and damaged rotors. She was never told that there were holes in the rotors per her accusation towards Austin.The reason the issue was not found on Oct 24th was because there was not a tire rotation performed. Brakes are not visible till you pull the tires off. The tire rotation is not including in the 23 point inspection which is free. The tire rotation would have been an additional cost. It would have been $14.95.On Jan 2nd the Service Advisor left [redacted] a message to call him back in regards to her brakes. On Jan 13th [redacted] finally returned our calls claiming we had not called her and she did not want us to work on her car any longer unless we were doing her brakes at no charge or at a deeply discounted rate. Austin asked for about 20 minutes to put an estimate together and would get back with her. He also notified her he would do anything possible to reduce the cost of repairs. [redacted] called Austin back with 10 minutes to let him know not to waste his time putting an estimate together if the total charge for new brake pads and rotors would be more than $25.00. At that time Austin explained that the tasks needing to be performed in regards to her brakes and rotors would exceed $500.00 but he could help her out by reducing the price to near $400.00 which is stated in the original letter [redacted] wrote.Austin told [redacted] he could not perform the repairs for under $25.00.[redacted] stated that an employee needed to come to either her place of work in Marble Falls or downtown apartment to drop off her vehicle and pick up the loaner and demanded that it better have a full tank of gas in her vehicle. We did not provide a full talk of gas as she had dropped it off with less than a 1/2 of a tank.Austin, which is Fiat/Alfa Romeo of Austin’s Service Director, took it upon himself and personally delivered her vehicle and picked up the loaner within the hour of her demands. The loaner also was found to have under a 1/2 tank of gas.She no longer is welcome to receive services at our location.The definition of a customer is: A person or organization that buys goods or services from a store or business. [redacted] was never held liable for any cost for task performed.Thank you,Tell us why here...
To whom it may concern:I am responding to the customer concern made by [redacted] received on 1/22/15.[redacted] brought her fiat in to get an oil change where we performed a 23 point inspection on Oct 24th. We found that the rear main seal was leaking. The oil change was performed and she...
picked up her vehicle on Oct 24th. On Oct 31st [redacted] brought her vehicle back in so that we could perform the repair of the rear main seal that was leaking. At this time she added 2 more issues that had come up which was the convertible top was not functioning properly and there was a noise in the dashboard.The rear main seal that was leaking the convertible top were repaired through warranty at no cost.At the time we found 3 tires that were deemed unsafe by the technition which can cause a noise similar to her concern. We gave her an estimate for 4 tires which [redacted] declined after several days of consideration. When [redacted] declined the tires we took it upon ourselves at our cost with safe and better conditioned tires than what -she came in with. We did not feel comfortable allowing her to drive her vehicle with the tires she came in with.After the tires were replaced and completed [redacted] picked up her vehicle several days later.We only gave her 3 tires because only 3 where bad. We also provided her a rental car for 18 days to assist her because she commutes from downtown Austin to Marble Falls daily. We are by no means obligated to give her anything at no charge. Nov 24th [redacted] picked up her vehicle with the tires replaced several days later after being notified it was ready. Nov 25th [redacted] called the service department and stated that the noise was still occuring. At that time we delivered a loaner vehicle, not a rental which is only reserved for customers that purchase vehicles from Fiat/Alfa Romeo of Austin, which she did not.While bringing the vehicle back to the dealership and on a daily test drive from Nov 25th to opproximately Dec 21st we could not duplicate the noise in the dashboard.At that time [redacted] was called and informed that we still had not discovered a noise in the dashboard of her vehicle and hopefully would know something by the time she returned from Chicago in the new year. While she was on holiday vacation we were thankfully able to duplicate the noise under extreme cold weather conditions. It was found to be her brake pads needing to be replaced and damaged rotors. She was never told that there were holes in the rotors per her accusation towards Austin.The reason the issue was not found on Oct 24th was because there was not a tire rotation performed. Brakes are not visible till you pull the tires off. The tire rotation is not including in the 23 point inspection which is free. The tire rotation would have been an additional cost. It would have been $14.95.On Jan 2nd the Service Advisor left [redacted] a message to call him back in regards to her brakes. On Jan 13th [redacted] finally returned our calls claiming we had not called her and she did not want us to work on her car any longer unless we were doing her brakes at no charge or at a deeply discounted rate. Austin asked for about 20 minutes to put an estimate together and would get back with her. He also notified her he would do anything possible to reduce the cost of repairs. [redacted] called Austin back with 10 minutes to let him know not to waste his time putting an estimate together if the total charge for new brake pads and rotors would be more than $25.00. At that time Austin explained that the tasks needing to be performed in regards to her brakes and rotors would exceed $500.00 but he could help her out by reducing the price to near $400.00 which is stated in the original letter [redacted] wrote.Austin told [redacted] he could not perform the repairs for under $25.00.[redacted] stated that an employee needed to come to either her place of work in Marble Falls or downtown apartment to drop off her vehicle and pick up the loaner and demanded that it better have a full tank of gas in her vehicle. We did not provide a full talk of gas as she had dropped it off with less than a 1/2 of a tank.Austin, which is Fiat/Alfa Romeo of Austin’s Service Director, took it upon himself and personally delivered her vehicle and picked up the loaner within the hour of her demands. The loaner also was found to have under a 1/2 tank of gas.She no longer is welcome to receive services at our location.The definition of a customer is: A person or organization that buys goods or services from a store or business. [redacted] was never held liable for any cost for task performed.Thank you,Tell us why here...