1) customer issue arose after 4pm on 2/4 - I called customer prior to noon on 2/5. The customer waited 4 business hours for a repsonse.2) customer admitted to my manager that there was a dent on the bumper prior to her arriving at the shop and that the customer 'pushed' the... dent out. Said dent is within 12 inches of area of concern3) only one person from the shop drove the vehicle and they said they hit nothing. additionally the tech that drove the vehicle backed it in to a space witnh the front in full view when walking up to vehicle. therefore he/we were hiding nothing.4) customer says she walked around the vehicle prior to dropping it off. customer has been to our shop prior and has never mentioned ever walking around her vehicle. additionally when a driver of any vehicle walks up to their car they usually (90%+) approach the vehcile from the driver's side front or rear and at an angle. That being the case, is it possible the crack in the bumper that is is the front right bottom passenger side could have been there prior to her arriving? of course. also - after working with over 10,000 customers, NOT ONE has every mentoned doing a walk-around inspection on their car prior to dropping it off to us.--More importantly, the crack and scratches on the bumper were old, not fresh. There was an even layer of dried dirt on the vehicle. If there was a fresh scratch the dirt would not be in said scratch. The area of concern on this vehicle was dirty.5) I was not rude to the customer but quite the contrary. I knew the customer was upset prior to me calling her so I took precaution with the words I chose and the tone I used. I called the customer at approx 10am on 2/5 to ask questions. I told her that I need to speak to my team to make an informed decision and said I would call her back. She replied in an accusatory tone asking if I was going to reply today or make her wait longer. I said I would call her in a few hours. --I called her within 2 hours following our initial conversation.6) When I called back at noon I gave the customers all the reason why I feel we did not damage the vehicle (see above) but that I wanted to assist in repairing the vehicle. I offered to find her the parts required (probably good used parts and at a wholesale rate. Customer's car is 10 years old so a good used bumper should look accordingly.) and install them at no charge if she were to pay for the parts. Customer said that was unacceptable and that she had already contacted you, the BBB: filed a police report and called her attorney. This insinuates that the customer had already made up her mind to slander my company and employees without an attempt to resolve the issue.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached the COMPLETE email chain pertaining to this complaintAAMCO paperwork, and VW receipts will follow upon my access to a scanner There has been no offer to resolve attached to this "response", so there is nothing for me to accept Regards, [redacted]
The customer paid for a transmission rebuild and new front axles (installed at no cost)The customer was never charged for any work related to a smoking issue While we may have spent time trying to diagnose a smoking problem the customer was never charged for it therefore any refund for smoking is not realistic or applicable The transmission and axles work was done correctly and according to the customer still in working order Prior to the customer contacting the Revdex.com I offered the customer a $credit towards future repairs which the customer declined (per the attached email submitted with my first response) The customer's repairs were done correctly - there is no basis for a cash refund
[redacted] [redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
1) customer issue arose after 4pm on 2/4 - I called customer prior to noon on 2/5. The customer waited 4 business hours for a repsonse.2) customer admitted to my manager that there was a dent on the bumper prior to her arriving at the shop and that the customer 'pushed' the... dent out. Said dent is within 12 inches of area of concern3) only one person from the shop drove the vehicle and they said they hit nothing. additionally the tech that drove the vehicle backed it in to a space witnh the front in full view when walking up to vehicle. therefore he/we were hiding nothing.4) customer says she walked around the vehicle prior to dropping it off. customer has been to our shop prior and has never mentioned ever walking around her vehicle. additionally when a driver of any vehicle walks up to their car they usually (90%+) approach the vehcile from the driver's side front or rear and at an angle. That being the case, is it possible the crack in the bumper that is is the front right bottom passenger side could have been there prior to her arriving? of course. also - after working with over 10,000 customers, NOT ONE has every mentoned doing a walk-around inspection on their car prior to dropping it off to us.--More importantly, the crack and scratches on the bumper were old, not fresh. There was an even layer of dried dirt on the vehicle. If there was a fresh scratch the dirt would not be in said scratch. The area of concern on this vehicle was dirty.5) I was not rude to the customer but quite the contrary. I knew the customer was upset prior to me calling her so I took precaution with the words I chose and the tone I used. I called the customer at approx 10am on 2/5 to ask questions. I told her that I need to speak to my team to make an informed decision and said I would call her back. She replied in an accusatory tone asking if I was going to reply today or make her wait longer. I said I would call her in a few hours. --I called her within 2 hours following our initial conversation.6) When I called back at noon I gave the customers all the reason why I feel we did not damage the vehicle (see above) but that I wanted to assist in repairing the vehicle. I offered to find her the parts required (probably good used parts and at a wholesale rate. Customer's car is 10 years old so a good used bumper should look accordingly.) and install them at no charge if she were to pay for the parts. Customer said that was unacceptable and that she had already contacted you, the BBB: filed a police report and called her attorney. This insinuates that the customer had already made up her mind to slander my company and employees without an attempt to resolve the issue.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached the COMPLETE email chain pertaining to this complaintAAMCO paperwork, and VW receipts will follow upon my access to a scanner There has been no offer to resolve attached to this "response", so there is nothing for me to accept Regards, [redacted]
The customer paid for a transmission rebuild and new front axles (installed at no cost)The customer was never charged for any work related to a smoking issue While we may have spent time trying to diagnose a smoking problem the customer was never charged for it therefore any refund for smoking is not realistic or applicable The transmission and axles work was done correctly and according to the customer still in working order Prior to the customer contacting the Revdex.com I offered the customer a $credit towards future repairs which the customer declined (per the attached email submitted with my first response) The customer's repairs were done correctly - there is no basis for a cash refund
[redacted] [redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***