Finny's Auto Repair

Business Response to a Complaint
Complaint ID#:
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Company Name: Finny's Complete Auto Repair
Company Contact: [redacted]
Company Phone: [redacted]
Company Email: [redacted]
Person Who Sent the Complaint: [redacted]
Staff Member:
Response: Ms[redacted] brought her Volkswagen Jetta to my auto repair shop and complained about strong jerking when the transmission was downshifting between second to first gear as she statedI have a secretary that greets customers and asks the customers the concerns on their vehicles and she then brings the car keys to meOn this day I had an office filled with customers and had many car's to look atIt was a very busy morning and I wasn't running back and forth from the office and garageWhen Ms[redacted] approached me I was very nice to her and told her I was still inspecting her vehicle and would tell her the diagnostic shortly once I figured it outOnce I figured out the problem I did inform her that the engine mounts and transmission mount were broken, along with the CV AxelThe $deposit that I collected from her was due to the fact that the parts needed to be special ordered and I needed the deposit before ordering, in case of the event that the customer later on decides not to do the repairsThis way I won't have to pay out of pocket for a restocking feeI explained this to the customer and she seemed to understandI informed her and her husband that it was nonrefundableThe customer did contact us and we did inform her that we had just gotten the parts in the day before and informed her that she could bring her vehicleThe customer did not show up for weeksThe parts just sat thereThe customer calls me and informs me that she had taken the car to other mechanics and they all claim that none of the parts that I have mentioned need to be changedShe basically accused me of not knowing what I was talking about, and that she wanted her money backI explained to the customer numerous times that the money is non-refundable, in case of instances as thisI am left with the parts and will be charged a restock fee, due to the customer's change of mindNo matter how many times I explain this, the customer just doesn't seem to understandI did tell the customer that if she could find a repair facility that would do the work cheaper than my price, I would lower the priceThe customer delayed us & was actually going around having multiple shops inspect the carI explained to the customer that the mechanics do not know what they are talking aboutGerman cars are different than AmericanMany mechanics do not even show their customer the problems in the carsI doI even offered to do the job free, just to show the customer that I wasn't lying to her about what is wrong with the carThe customer still refusedShe said she no longer wanted her car fixedShe wouldn't even bring her car back just so I could show her what I was talking aboutThe customer is just concerned with the $I did not want her to pay for the parts because she was already upset about the alreadyI did not want her to pay more money for parts she would not useI was willing to do the job free, but she refusedI have tried multiple ways to try and satisfy the customer, It seems nothing workedI was willing to even give her the broken parts to show other technicians that they misdiagnosed the carThe customer just wasn't cooperativeThe Customer did not seem to want to listen to what I had to sayI am still willing to do the work for freeAs for the deposit, I will have to keep it as I have mentioned to her multiple timesSent on: 6/15/5:08:PM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Finny's Complete Auto Repair Company Contact: [redacted] Company Phone: [redacted]5 Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff...

Member: Response: Ms. [redacted] brought her 2006 Volkswagen Jetta to my auto repair shop and complained about strong jerking when the transmission was downshifting between second to first gear as she stated. I have a secretary that greets customers and asks the customers the concerns on their vehicles and she then brings the car keys to me. On this day I had an office filled with customers and had many car’s to look at. It was a very busy morning and I wasn’t running back and forth from the office and garage. When Ms. [redacted] approached me I was very nice to her and told her I was still inspecting her vehicle and would tell her the diagnostic shortly once I figured it out. Once I figured out the problem I did inform her that the engine mounts and transmission mount were broken, along with the CV Axel. The $100 deposit that I collected from her was due to the fact that the parts needed to be special ordered and I needed the deposit before ordering, in case of the event that the customer later on decides not to do the repairs. This way I won’t have to pay out of pocket for a restocking fee. I explained this to the customer and she seemed to understand. I informed her and her husband that it was nonrefundable. The customer did contact us and we did inform her that we had just gotten the parts in the day before and informed her that she could bring her vehicle. The customer did not show up for 3 weeks. The parts just sat there. The customer calls me and informs me that she had taken the car to 4 other mechanics and they all claim that none of the parts that I have mentioned need to be changed. She basically accused me of not knowing what I was talking about, and that she wanted her money back. I explained to the customer numerous times that the money is non-refundable, in case of instances as this. I am left with the parts and will be charged a restock fee, due to the customer’s change of mind. No matter how many times I explain this, the customer just doesn’t seem to understand. I did tell the customer that if she could find a repair facility that would do the work cheaper than my price, I would lower the price. The customer delayed us & was actually going around having multiple shops inspect the car. I explained to the customer that the mechanics do not know what they are talking about. German cars are different than American. Many mechanics do not even show their customer the problems in the cars. I do. I even offered to do the job free, just to show the customer that I wasn’t lying to her about what is wrong with the car. The customer still refused. She said she no longer wanted her car fixed. She wouldn’t even bring her car back just so I could show her what I was talking about. The customer is just concerned with the $100.00. I did not want her to pay for the parts because she was already upset about the 100.00 already. I did not want her to pay more money for parts she would not use. I was willing to do the job free, but she refused. I have tried multiple ways to try and satisfy the customer, It seems nothing worked. I was willing to even give her the broken parts to show other technicians that they misdiagnosed the car. The customer just wasn’t cooperative. The Customer did not seem to want to listen to what I had to say. I am still willing to do the work for free. As for the deposit, I will have to keep it as I have mentioned to her multiple times. Sent on: 6/15/2016 5:08:53 PM