Harp Well and Pump Service, Inc.

Date: Thu, Mar 1, at 7:PMSubject: Re: *** *** Complaint (***)To: *** *** Dear ***-Thank you for taking the time to provide us with feedback from your visit! Over the past forty years, we have taken great pride in providing our customers with peace in
mind knowing their vehicle is being taken care of in the right handsWe are so sorry to hear that you were dissatisfied with your experience at Allen Automotive and we would like to clarify any confusion that may have occurredDuring your phone call with our service manager, you were quoted approximately $PER AXLE ('axle' referring to either brakes in the front or both brakes in the back) and informed by the service manager, that we would have to inspect the vehicle before an exact estimation could be given (due to the different sized brakes possible for your vehicle). When you decided to bring the car in, our technicians had to inspect the brakes in order to ascertain exactly what kind of work needed to be done and which brakes would fit accordingly in your vehicleUpon your arrival, we are required to, by law, provide you with our customer notice explicating your rights as a customer, the intended service, and the explicitly stated "minimum $fee for checking/diagnosing a problem." This was clearly printed both in that document and the pricing menu framed on the wall directly visible upon check-inOnly after you signed this form did we begin to inspect your vehicleOur technicians concurred that you did need all four brake pads and rotors replaced, as you had stated, and also recommended other services to keep your vehicle in top shape, including a brake fluid service. With both the front and rear brakes needing service, this would double the rough $PER AXLE you were quoted over the phoneWith the recommended brake fluid flush, it, again, added to the costWhen you were given the precise estimation, technicians had already spent time inspecting your vehicleWhen our service manager attempted to explain this to you, you adamantly refused to listenYour time is valuable as well as ours is: to note the $you paid before leaving Allen Automotive as "forcible extraction" is misrepresentative as it was clearly presented to you in the document that you signed upon entering the shopFurthermore, this fee is only charged when our technicians have spent time on your vehicle and the customer rejects the recommended service. Under no means did Allen Automotive suggest you had to abide by their recommended services, but you signed a paper agreeing upon a minimum check-out fee if services were turned downWhen you contacted the Montgomery County Police Department in the office, they, too, told you that this is a common practice in businesses and you would not be able to conduct a transaction in this mannerWe would gladly refund the $if you choose to bring your car in for brake service.We hope to have the opportunity to welcome you again in our shop to change your perception of usWe sincerely apologize for any misunderstandings that occurred, but we would like to clarify that Allen Automotive treats their valued customers with the utmost respect and we aim to provide our customers with the safest vehicles and our employees with their rightful earnings.Best Regards,Henry A

Hello ***-We apologize for any inconvenience, but again, I am afraid you misunderstood our service manager on the phoneThe information quoted to you over the phone was PER AXLE because as our service manager informed you, we would not know an exact estimate until we had inspected your vehicleThis is precisely why we ask every customer to have their car brought to the back upon signing the document allowing us to inspect the vehicle--we do all our work in the backIt was in no way a rouse; this is simply where we do our workWe only instructed you to bring the car back after your signature was on the piece of paper with "brake inspection" written on it, and the minimum check out or inspection fee explicitly stated in the bottom of the documentWe have been completely honest with you throughout this entire process and we will not be refunding you for the time our laborers spent inspecting your brakesWe are sorry to hear that you will not be returning to Allen Automotive, but if you choose to bring us your brake job, know that the minimum check out fee you paid will be reimbursed because you are purchasing service from usWe hope that this has cleared up any miscommunication that we unfortunately experienced.? Thank you for your time,Henry A***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: ***
I am rejecting this response because: The information I received on the phone was NOT honored, and your staff placed my car in the shop before any cost information was presented to me
Regards,
*** ***