It is unfortunate that Mr [redacted] interacted with our business during a very difficult week at the business? We have had phone issues that are documented and the technician was not on site until September 17th? The technician admitted that the primary line had gone bad? This repair was made by AM on the 17th? The shop has experienced some unfortunate staff loss and an injured technician? This severely impacts our ability to schedule ? oil changes, therefore we ask the customer to drop the vehicle off for a few hoursAs a business we are not able to accept negative treatment of the team/staff? Using profanity directed to staff or the business are felt equally as hard? When someone has a bad week, it can't help but trickle into the low tolerance of profanity? It is imperative that during our difficulty of locating new technicians, that we manage the work load to be sufficient to the manpower available? It is unfortunate that the customer was not able to leave the vehicle? At this time I would ask this customer to return to the shop and offer us a chance to show him our good side? If after another opportunity to gain his trust, then the [redacted] will be refunded as a prorated amount, according to the amount of remaining services.Sincere apology extended.Best Regards,Deborah B***
I am responding to the complaint you notified me about on Thursday 1-21-referencing # [redacted] Mr [redacted] contacted my business back in December 1, regarding his vehicle which is a Buick Riviera having transmission issuesWhen speaking with Mr [redacted] on the phone he was informed that the shop rate was $per hour and that for diagnosis it would take a minimum of hours and if anymore was needed we would contact him regarding so which he agreed toHe then was also informed that for us to have it towed in there would be an additional charge but unsure as to what that charge would be with the distance (coming from Federal Way to our shop in Parkland during rush hour traffic) he again confirmed wanting said service performedDuring all this time the customer stated repeatably that he only had about 3-4k to do any repairs that were neededWhen the vehicle arrived to our shop there was no key with it for us to perform any servicesI immediately contacted the customer informing him of such and that the alarm was continually going off so we disconnected the batteryThe customer then came in on Thursday morning (Dec 03, 2015) to deliver the keys so we could begin the diagnostics on itThe customer was again informed of what the charges would be and the customer signed a RO directing us to perform said workDuring this time there is a sign obviously displayed on the wall in customers view directing that any vehicles left more then hours after services were completed were subject to a $per day storage chargeOnce we were able to determine that the transmission needed to be completely replaced we prepared a estimate of said needed repairs as well as other repairs that were neededCustomer was then contacted and informed of all findings and all repairs needed to rectify the transmission issue with costs and allThese charges for the transmission repair, diagnostics and tow in were approximately $He then again stated that he only had $3-4k to do any repairs asking if we could finance the balanceThe customer was then told of our financing company and how to go about applying of which he did but was denied any optionsCustomer then contacted the shop back informing us of said denial and stated that he would be in the following week to pay for the services and would be having the vehicle towed home until he could afford the repairsHowever the customer never complied or came into the shop to take care of chargesThe customer was contacted multiple times and each time was a different story on when he would be in and why he had not beenThis vehicle is unable to be moved and has continually taken up one of our shops bays of which the customer was informedWhen the customer did not show by December 14, he was again informed of the vehicle taking up space and that it had been there now for quite some timeOn December 28, I contacted the customer and informed him again that the vehicle needed to be picked up and reminded him of the sign on the wall directing the charge of $per day storage for any vehicle being left more then hours after services were completedCustomer stated he would then be in right away to get it handledThe customer then called in on January 7, requesting charges and that he would be in to take care of the charges and have the vehicle towed outHe was informed of the charges for the diagnostics, tow and for storage fees applied due to his non-compliance and continued lack of actions to have it all taken care ofHe was very unhappy and displeased at which time I again reminded him of previous conversations, what he had signed and what was posted on the wall in front of all customers viewHe stated he would not pay such and would do what he had too to not pay suchThe services were all rendered, I have already had to pay the tow bill to have the vehicle towed in, paid the techs wages for services he performed and the complete loss of a repair bay while this vehicle has been sitting here and the continued actions of the customerTherefore there is no give any longer and as of the day this response is being written his charges are as follows: Tow? ? ? ? ? ? ? ? ? ? ? ? ? ? ? $ Diagnostics? ? ? ? $ Storage? ? ? ? ? ? ? ? ? ? $1720.00? ? ? (days @$per day starting as of Dec 14, 2015) All these charges do not include tax or other fees Total Bill as of January 25, is $2384.92? until 5:00pm at which time will increase by approx $per day with tax.If you have any comments, questions and/or concerns please feel free to contact me
It is unfortunate that Mr [redacted] interacted with our business during a very difficult week at the business? We have had phone issues that are documented and the technician was not on site until September 17th? The technician admitted that the primary line had gone bad? This repair was made by AM on the 17th? The shop has experienced some unfortunate staff loss and an injured technician? This severely impacts our ability to schedule ? oil changes, therefore we ask the customer to drop the vehicle off for a few hoursAs a business we are not able to accept negative treatment of the team/staff? Using profanity directed to staff or the business are felt equally as hard? When someone has a bad week, it can't help but trickle into the low tolerance of profanity? It is imperative that during our difficulty of locating new technicians, that we manage the work load to be sufficient to the manpower available? It is unfortunate that the customer was not able to leave the vehicle? At this time I would ask this customer to return to the shop and offer us a chance to show him our good side? If after another opportunity to gain his trust, then the [redacted] will be refunded as a prorated amount, according to the amount of remaining services.Sincere apology extended.Best Regards,Deborah B***
I am responding to the complaint you notified me about on Thursday 1-21-referencing # [redacted] Mr [redacted] contacted my business back in December 1, regarding his vehicle which is a Buick Riviera having transmission issuesWhen speaking with Mr [redacted] on the phone he was informed that the shop rate was $per hour and that for diagnosis it would take a minimum of hours and if anymore was needed we would contact him regarding so which he agreed toHe then was also informed that for us to have it towed in there would be an additional charge but unsure as to what that charge would be with the distance (coming from Federal Way to our shop in Parkland during rush hour traffic) he again confirmed wanting said service performedDuring all this time the customer stated repeatably that he only had about 3-4k to do any repairs that were neededWhen the vehicle arrived to our shop there was no key with it for us to perform any servicesI immediately contacted the customer informing him of such and that the alarm was continually going off so we disconnected the batteryThe customer then came in on Thursday morning (Dec 03, 2015) to deliver the keys so we could begin the diagnostics on itThe customer was again informed of what the charges would be and the customer signed a RO directing us to perform said workDuring this time there is a sign obviously displayed on the wall in customers view directing that any vehicles left more then hours after services were completed were subject to a $per day storage chargeOnce we were able to determine that the transmission needed to be completely replaced we prepared a estimate of said needed repairs as well as other repairs that were neededCustomer was then contacted and informed of all findings and all repairs needed to rectify the transmission issue with costs and allThese charges for the transmission repair, diagnostics and tow in were approximately $He then again stated that he only had $3-4k to do any repairs asking if we could finance the balanceThe customer was then told of our financing company and how to go about applying of which he did but was denied any optionsCustomer then contacted the shop back informing us of said denial and stated that he would be in the following week to pay for the services and would be having the vehicle towed home until he could afford the repairsHowever the customer never complied or came into the shop to take care of chargesThe customer was contacted multiple times and each time was a different story on when he would be in and why he had not beenThis vehicle is unable to be moved and has continually taken up one of our shops bays of which the customer was informedWhen the customer did not show by December 14, he was again informed of the vehicle taking up space and that it had been there now for quite some timeOn December 28, I contacted the customer and informed him again that the vehicle needed to be picked up and reminded him of the sign on the wall directing the charge of $per day storage for any vehicle being left more then hours after services were completedCustomer stated he would then be in right away to get it handledThe customer then called in on January 7, requesting charges and that he would be in to take care of the charges and have the vehicle towed outHe was informed of the charges for the diagnostics, tow and for storage fees applied due to his non-compliance and continued lack of actions to have it all taken care ofHe was very unhappy and displeased at which time I again reminded him of previous conversations, what he had signed and what was posted on the wall in front of all customers viewHe stated he would not pay such and would do what he had too to not pay suchThe services were all rendered, I have already had to pay the tow bill to have the vehicle towed in, paid the techs wages for services he performed and the complete loss of a repair bay while this vehicle has been sitting here and the continued actions of the customerTherefore there is no give any longer and as of the day this response is being written his charges are as follows: Tow? ? ? ? ? ? ? ? ? ? ? ? ? ? ? $ Diagnostics? ? ? ? $ Storage? ? ? ? ? ? ? ? ? ? $1720.00? ? ? (days @$per day starting as of Dec 14, 2015) All these charges do not include tax or other fees Total Bill as of January 25, is $2384.92? until 5:00pm at which time will increase by approx $per day with tax.If you have any comments, questions and/or concerns please feel free to contact me