[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to me.
Regards,
*** ***
I am writing in reference to customer concern [redacted], submitted on 6/1/2015 at 10:16 AM.On March 13,2015, the customer brought a Hyundai Sante Fe to H & J Auto Repair, LLC for an oilchange. It was recommended the air filter be changed, which the customer declined. The technicianinadvertently neglected to put the filter in the vehicle at that time. The customer was contacted andasked to return to have the air filter replaced. [redacted], owner ofH & J, recommended the technicianreplace the used air filter, which was not in good condition, with a new filter. The filter was orderedand to the best of the technician's memory, was replaced.On April 21, 2015, the female customer called for a jump start on the same vehicle, but not charged the$35.00 at the time of service. The customer stated she would come to the shop to make payment. At alater date, male customer phoned the shop, stating that the fee charged was overpriced or "outrageous"but agreed to make payment. This bill has not been paid to date.On approximately May 21, 2015, the female and male customer both phoned the shop, stating that thesame vehicle had been towed and serviced by a dealership, stating that the issues stemmed from the airfilter not being replaced. At that time, [redacted] asked for the service department from the dealership to calland confirm the diagnosis, as the technician was reasonably certain that the air filter had been replaced.[redacted] did not want to make any decisions until all information was confirmed and available.The customer states they phoned on 5/22,5/27 and 5/28. As this business is a small shop, [redacted] is notalways readily available to take phone calls, and had not received any return calls from the dealershipregarding the customer and his/her complaint, so not all information was at hand. Eventually, [redacted] wasable to follow up with the dealership, speaking with a technician who stated that they could notconclusively say that the customer's automotive issues were caused by the missing air filter.On June 1,2015, the female customer phoned the shop, stating that [redacted] had until 3:00 PM to resolvethe issue or the business would be reported to the Revdex.com. [redacted] was away from theshop when this call was made and the message left. [redacted] promptly returned the call, prior to the 3:00PM deadline. At that time, [redacted] spoke with the female customer, offering to waive the $35.00 chargefrom March 13,2015 as well as offering a free oil change. The customer agreed and both stated thatthis would resolve the issue. This conversation occurred in the presence of the H & J business managerand service writer. Upon ending the conversation, [redacted] stated that the issue was resolved.On June 612015, H & J Auto Repair, LLC, received a letter from the Revdex.com, stating the male customerhad filed a complaint on 6/1/2012 at 10:16 AM. At that time, the business manager for H & J phonedthe female customer, questioning the time frame for resolution, proposed resolution and the the timingof the complaint, made by the customer's husband, much earlier in the day than the phone calls madeon 6/1/15. The female customer stated that she did agree to the offer made by [redacted] on 611/15, but wasnot completely happy with the proposed resolution and that she and her husband had amisunderstanding regarding the contacting of the Revdex.com, so that he reported the issue prior to knowingthat resolution had been made. In the course of the conversation between the business manager and thefemale customer, it was determined as follows:1. To the best of the technician's at H & J, the air filter was replaced, but that H & J doesacknowledge that human error occurs.2. H & J will pay for the $120.00 diagnostic bill and $65.00 tow bill, either paying thedealership directly or reimbursing the customer, as the customer sees fit. The customerwill provide H & J with a copy of said bill for filing purposes.3. The female customer stated she will pay her bill to H & J, dated March 13,2015.4. The customer will contact the Revdex.com, notifying the Revdex.com that resolution had been madeprior to the reporting of the issue.5. Both parties agreed that this was an issue of communication and misunderstanding, notnecessarily of negligence.At the close of the conversation, both parties agreed to this resolution.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to me.
Regards,
*** ***
I am writing in reference to customer concern [redacted], submitted on 6/1/2015 at 10:16 AM.On March 13,2015, the customer brought a Hyundai Sante Fe to H & J Auto Repair, LLC for an oilchange. It was recommended the air filter be changed, which the customer declined. The technicianinadvertently neglected to put the filter in the vehicle at that time. The customer was contacted andasked to return to have the air filter replaced. [redacted], owner ofH & J, recommended the technicianreplace the used air filter, which was not in good condition, with a new filter. The filter was orderedand to the best of the technician's memory, was replaced.On April 21, 2015, the female customer called for a jump start on the same vehicle, but not charged the$35.00 at the time of service. The customer stated she would come to the shop to make payment. At alater date, male customer phoned the shop, stating that the fee charged was overpriced or "outrageous"but agreed to make payment. This bill has not been paid to date.On approximately May 21, 2015, the female and male customer both phoned the shop, stating that thesame vehicle had been towed and serviced by a dealership, stating that the issues stemmed from the airfilter not being replaced. At that time, [redacted] asked for the service department from the dealership to calland confirm the diagnosis, as the technician was reasonably certain that the air filter had been replaced.[redacted] did not want to make any decisions until all information was confirmed and available.The customer states they phoned on 5/22,5/27 and 5/28. As this business is a small shop, [redacted] is notalways readily available to take phone calls, and had not received any return calls from the dealershipregarding the customer and his/her complaint, so not all information was at hand. Eventually, [redacted] wasable to follow up with the dealership, speaking with a technician who stated that they could notconclusively say that the customer's automotive issues were caused by the missing air filter.On June 1,2015, the female customer phoned the shop, stating that [redacted] had until 3:00 PM to resolvethe issue or the business would be reported to the Revdex.com. [redacted] was away from theshop when this call was made and the message left. [redacted] promptly returned the call, prior to the 3:00PM deadline. At that time, [redacted] spoke with the female customer, offering to waive the $35.00 chargefrom March 13,2015 as well as offering a free oil change. The customer agreed and both stated thatthis would resolve the issue. This conversation occurred in the presence of the H & J business managerand service writer. Upon ending the conversation, [redacted] stated that the issue was resolved.On June 612015, H & J Auto Repair, LLC, received a letter from the Revdex.com, stating the male customerhad filed a complaint on 6/1/2012 at 10:16 AM. At that time, the business manager for H & J phonedthe female customer, questioning the time frame for resolution, proposed resolution and the the timingof the complaint, made by the customer's husband, much earlier in the day than the phone calls madeon 6/1/15. The female customer stated that she did agree to the offer made by [redacted] on 611/15, but wasnot completely happy with the proposed resolution and that she and her husband had amisunderstanding regarding the contacting of the Revdex.com, so that he reported the issue prior to knowingthat resolution had been made. In the course of the conversation between the business manager and thefemale customer, it was determined as follows:1. To the best of the technician's at H & J, the air filter was replaced, but that H & J doesacknowledge that human error occurs.2. H & J will pay for the $120.00 diagnostic bill and $65.00 tow bill, either paying thedealership directly or reimbursing the customer, as the customer sees fit. The customerwill provide H & J with a copy of said bill for filing purposes.3. The female customer stated she will pay her bill to H & J, dated March 13,2015.4. The customer will contact the Revdex.com, notifying the Revdex.com that resolution had been madeprior to the reporting of the issue.5. Both parties agreed that this was an issue of communication and misunderstanding, notnecessarily of negligence.At the close of the conversation, both parties agreed to this resolution.