I am rejecting this response because: oh my goshcan the lady spin a taleI brought my Jeep in on an appointment on Nov and got it back on Nov 29th they had it for days, with one excuse and then another, the coolant machine broke down, we don’t know how to flush your transmission, well hav to have a Rep come in and show us how, they said they’d have to replace them he transmission linesThe window is what my complaint is aboutHer story is just thatA storyNo truth to it whatsoever, I am not belligerent, I inquired why my bill was $as it turned out he live in boyfriend caught the mistake only after I ask how it could be so muchI had it figured at around $but they did rectify thatBut the door panel no longer has the clips that hold it onmaybe one or two, anyway I can only say the owner Mike rode with me back to my place, I showed him what the window was doing, he agreed that it was a shirt in the wiring from the fire wall to the door and would handle itwhen they finally got to it they said it was the switchI sighed and knew it wasn’tBut it did work for about weeks the it was back to the short in the wiring harness, the exact thing I told and showed Mike aboutAll the anger was manufacturedI’m not not was I a problem in any wayI did pull up one day while Rachel was out having a smoke, showed her how it worked if I opened the door halfway any where other than there it shorted outI had my boss look at it and he fixed the jumbled up mess inside from the firewall to the doorI have lost all respect for that in- orginazation, they are no better than backyard hacks, Gary isn’t a certified mechanic, they didn’t even put the door panel back on securelyI will dispute this until I’m refunded $or there abouts backThank youI promise I’ll sit down and talk but Gary told me to leave, we don’t want your businessHave a good day
In response to the reply made by the customer on this matter;I am unsure why the customer feels the need to accuse anyone of lying, considering this reply was a grouping of facts made by myself over the contact had with this customer, that was made without ever having the privilege of reading the initial complaintThe initial complaint was made against a company that no longer exists and was never submitted to Impact MechanicsTo the time of me writing this reply, no one at Impact Mechanics has seen the initial customer complaint; we are simply offering facts as we know them to be trueIf the goal was to reply on untruths here, then no action would have been taken as the complaint was not technically made against this company, and no recourse would have occurred to this company had no effort to respond been madeThe facts stated in the previous response are based upon dates entered in the company’s appointment and phone notebooks, as well as the date on the invoiceI am not sure where the customer gets anything that has anything to do with transmission lines, as they were not replacedI also do not understand why the customer did not contact us if the window stopped working after two weeks (as is stated in his recent reply) and waited until February to request to have it looked atHe also states that he had his boss (I was told this man was on disability and unable to work?) work on the wiring for this vehicleUnfortunately, this admission would void any warranty held by Impact Mechanics to the wiring work done on this vehicle.Let it be known that we never at any time did any work to the wiring harness on this vehicle; the mechanic reattached a wire that had come loose that controlled the operation of the passenger windows from the driver’s side doorIf the wiring harness was a mess, as stated in the customer’s reply, it had nothing to do with the technicians at Impact MechanicsThis wire that was reattached by our technician would also not have anything to do with the driver’s side window not working if the switch was still functioningI will also repeat myself here and again state that the customer was given the offer to view the faulty window switch being tested and having no functionality and declined the opportunityAs to the matter of being refunded any amount; as I have stated we have already granted numerous discounts on this customer’s jobWe were told that the customer had health issues and was on a fixed income and did everything in our power to deliver his desired result in a cost-effective mannerWe have already apologized for the delays that led to this vehicle being in our shop longer than it should haveWe offered to look at the vehicle prior to being verbally attacked by the customer, and even again afterwardsWe do not offer refunds (It states on the invoice that all sales are final)It is unfortunate that the customer has resorted to name calling and defamation of ability in this matter, but it is also reflective of the behavior that led to him being asked to leave the premises and the other mechanic being unable to speak rationally with him over the phoneAs important as it is to us to have customer satisfaction and retention, we cannot appease the customer on this matterIt is impossible to undo a transmission or coolant flushWindow switches (and all other electrical components) are not returnable items once installed, which is why we offer to prove to our customers that an electrical device is faulty before replacing itAll that is left is the one hour of labor that was charged, which is not at all reflective to the time spent on this vehicle while it was hereOur labor rates are not out of line with what other establishments like our own chargeIt is unfortunate that the customer cannot be satisfied, but we have already done everything that is within our power to do in this matter, and then some
This letter is in regards to the customer [redacted] who has filed a complaint against Central Automotive in Kenmare, NDGood Day, I am the office manager for Impact MechanicsFor transparency purposes, it should be noted that Impact Mechanics bought Central Automotive in October of and it has since been known as Impact Mechanics and Body ShopImpact Mechanics has two mechanics on site and one office employee [redacted] is the owner of a Jeep Grand Cherokee that we worked on in November He had called prior to bringing his vehicle in to inquire about the BG Transmission Flush and Coolant flush systemsHe was advised of the rates for each machine and the cost of both the additives and the fluidsHe was also advised that a transmission flush does not fix a transmission that is already slipping and having issues (which is something we advise all our customers of, because some believe that flushing a transmission is the same as opening one up and physically working on one)He indicated that he would like to bring his Jeep in and have both flushes performed and asked if we would fix his window issueHe had a switch in the driver’s side door that seemed to work intermittently (sometimes the window would work, sometimes it didn’t, and the switch would not operate the passenger windows at all)Our rates as quoted to the customer: Labor Rates for BG Machines: flat feeTransmission Additive Kits: eachTransmission Fluid: per quartCooling System Additive Kits: eachFlush Coolant by Gallon: eachLabor Rates for Gas Engine Vehicles: per hourShop Materials Fee: 8% of labor (covers bolts, clips, washers, wires, and other miscellaneous shop expenses that do not get sold by the item to customers)At the time of the initial conversation, Mr [redacted] was agreeable to the ratesIt was a lengthy phone conversation that broke down the individual costs to the customerHe made arrangements to bring his vehicle in and have the work performedOn the day he dropped off his vehicle (The 14th of November), we received two emergency calls about travelers who were stranded in KenmareWe tend to receive calls of this nature fairly regularly from out-of-state and out-of-country travelers who break down after crossing the Canadian border into North DakotaWe try to prioritize these customers as they are generally hundreds of miles away from home and in an emergency, and most of the other shops within an hour of us will refuse to work on them or give them a two-week waiting periodMr [redacted] was informed about these travelers who had broken down and was advised that we could not get his vehicle in that dayI offered to reschedule him, and he indicated that he was “in no hurry” and dropped off his vehicleOf these two different travelers, one had a drivetrain issue and the other had blown their water pumpOne was headed to Colorado and the other was headed to MinnesotaThis was on a Tuesday, and we were unable to bring his vehicle into the shop until that Friday (The 17th of November)He made contact every day that week to see if his vehicle was doneUpon bringing his vehicle in, we discovered that we did not have the appropriate adapter to run the transmission flush on his vehicleWe purchase our adapters through our BG representative who is located in Rapid City, South DakotaI called the customer and apprised him of the issue, offering to reschedule him when we got the adapter in (we understand that customers do not always have another vehicle to drive when theirs is in our shop)He refused, loudly professing that “He was going to make us do the work on his vehicle,” which was a little confusing considering that we were not refusing to work on the vehicleHe was informed that the adapter would not be available to us until after Thanksgiving weekend (which ended with the 26th of November) because that was when the representative could get us the partHe still refused a rescheduleMr [redacted] also continued to call daily to see if his vehicle was doneIn the meantime, we performed the coolant flush on this vehicle and ran diagnostics on his window issueThe switch in the driver’s side door was broken, and there was also a broken wire connecting the wiring from the driver’s side to the passenger side of the vehicleHe was apprised of the fact that he needed a new switch, and that the switch would need to come from the dealership as the aftermarket versions were special order items that cost about two hundred more than those ordered from the dealerWe offered to let him come to the garage and see for himself that the switch was faulty (some customers like to see for themselves what is broken on their vehicles) and he declinedWe replaced the switch (This part was ordered on the 20th and received on the 27th because of the long holiday weekend), and the mechanic spent several hours testing the door wires and replacing the one that prevented communication from the driver’s side switch to the passenger windowsWe received the adaptor for the transmission flush on Tuesday, November 28th and performed the transmission flushWhen I called Mr [redacted] to tell him his vehicle was ready for pickup, he stated he was busy and would be in later in the week to pick it upLet it be noted that we did not charge Mr [redacted] for the hours of labor we had in on this vehicle chasing wires and testing electrical componentsWe charged him one hour of labor for putting in the window switchWe also did not charge him freight, which we usually charge the customer for items that are ordered in to KenmareWe felt bad for the waiting on adapters and parts, and the two emergency repairs that put his vehicle off for three daysHe picked the vehicle up on 11/29/We went over his bill, item by item, and he disputed the cost of each itemIt did not matter that the cost of each item was the same cost quoted to himIt also did not matter that we did not charge him for most of the labor and waived the freight feeIt should be noted here that I made a clerical error on his invoice, and accidentally entered the coolant quantity as quarts instead of gallonsHowever, when going over the invoice with Mr [redacted] and the mechanic who performed the service, it was caught and adjusted before Mr [redacted] paidI accept full responsibility for the errorTo make up for the mistake, after fixing the quantity, I also knocked off the price of a gallon of coolantThe flush system uses quarts (or four gallons) of fluidI charged Mr [redacted] for (or three gallons) insteadMr [redacted] paid in cash and took his vehicle homeWe saw Mr [redacted] periodically over the winter; he had a tire that would go flat and he would come in to have us air it up for free, but had no interest in fixing the tireIn February, he drove up and stated that his window was not working againHowever, he had to lower his window to tell me thisI told him to call the next week and make an appointment to have it looked atI was gone from February 20th to March 8th on vacation, at which time one of the mechanics answered phones and scheduled appointmentsDuring that time, Mr [redacted] Showed up and said that his window would not go up or down, and that his door lock was not workingHe claimed that the mechanic (he was speaking to the one who performed the original work on this vehicle) “did not do the work, and he wanted what he paid for.” He then proceeded to complain about his previous bill, and about how I overcharged him for the coolantThe mechanic went over the previous bill again, reminding him that the error I made (and I do accept responsibility for that mistake) was caught before any payment was submitted, and that he was not overchargedMr [redacted] became more and more aggressive towards the mechanic, until the shouting escalated to the point where Mr [redacted] was asked to leaveHe shouted about how he was going to go to the Revdex.comHe then leftAbout an hour later, Mr [redacted] called the shop, and spoke with the other mechanicHe was still irate and erraticThe other mechanic repeatedly attempted to inform Mr [redacted] that if he would bring his vehicle in, he would look at itMr [redacted] would not stop his verbal abuse to the other mechanic, and no matter how many times the other mechanic offered to look at the vehicle, Mr [redacted] would railroad over him verbally and continue to yellThe mechanic finally gave up and hung up on himNeedless to say; Mr [redacted] did not bring the vehicle in to have it looked atI am not sure what else could have been done in this situationWe gave him numerous discounts on his billWe offered repeatedly to look at his vehicle againUnfortunately, we could not calm his belligerence down enough to speak rationally with himWe have not heard from him since
I am rejecting this response because: oh my goshcan the lady spin a taleI brought my Jeep in on an appointment on Nov and got it back on Nov 29th they had it for days, with one excuse and then another, the coolant machine broke down, we don’t know how to flush your transmission, well hav to have a Rep come in and show us how, they said they’d have to replace them he transmission linesThe window is what my complaint is aboutHer story is just thatA storyNo truth to it whatsoever, I am not belligerent, I inquired why my bill was $as it turned out he live in boyfriend caught the mistake only after I ask how it could be so muchI had it figured at around $but they did rectify thatBut the door panel no longer has the clips that hold it onmaybe one or two, anyway I can only say the owner Mike rode with me back to my place, I showed him what the window was doing, he agreed that it was a shirt in the wiring from the fire wall to the door and would handle itwhen they finally got to it they said it was the switchI sighed and knew it wasn’tBut it did work for about weeks the it was back to the short in the wiring harness, the exact thing I told and showed Mike aboutAll the anger was manufacturedI’m not not was I a problem in any wayI did pull up one day while Rachel was out having a smoke, showed her how it worked if I opened the door halfway any where other than there it shorted outI had my boss look at it and he fixed the jumbled up mess inside from the firewall to the doorI have lost all respect for that in- orginazation, they are no better than backyard hacks, Gary isn’t a certified mechanic, they didn’t even put the door panel back on securelyI will dispute this until I’m refunded $or there abouts backThank youI promise I’ll sit down and talk but Gary told me to leave, we don’t want your businessHave a good day
In response to the reply made by the customer on this matter;I am unsure why the customer feels the need to accuse anyone of lying, considering this reply was a grouping of facts made by myself over the contact had with this customer, that was made without ever having the privilege of reading the initial complaintThe initial complaint was made against a company that no longer exists and was never submitted to Impact MechanicsTo the time of me writing this reply, no one at Impact Mechanics has seen the initial customer complaint; we are simply offering facts as we know them to be trueIf the goal was to reply on untruths here, then no action would have been taken as the complaint was not technically made against this company, and no recourse would have occurred to this company had no effort to respond been madeThe facts stated in the previous response are based upon dates entered in the company’s appointment and phone notebooks, as well as the date on the invoiceI am not sure where the customer gets anything that has anything to do with transmission lines, as they were not replacedI also do not understand why the customer did not contact us if the window stopped working after two weeks (as is stated in his recent reply) and waited until February to request to have it looked atHe also states that he had his boss (I was told this man was on disability and unable to work?) work on the wiring for this vehicleUnfortunately, this admission would void any warranty held by Impact Mechanics to the wiring work done on this vehicle.Let it be known that we never at any time did any work to the wiring harness on this vehicle; the mechanic reattached a wire that had come loose that controlled the operation of the passenger windows from the driver’s side doorIf the wiring harness was a mess, as stated in the customer’s reply, it had nothing to do with the technicians at Impact MechanicsThis wire that was reattached by our technician would also not have anything to do with the driver’s side window not working if the switch was still functioningI will also repeat myself here and again state that the customer was given the offer to view the faulty window switch being tested and having no functionality and declined the opportunityAs to the matter of being refunded any amount; as I have stated we have already granted numerous discounts on this customer’s jobWe were told that the customer had health issues and was on a fixed income and did everything in our power to deliver his desired result in a cost-effective mannerWe have already apologized for the delays that led to this vehicle being in our shop longer than it should haveWe offered to look at the vehicle prior to being verbally attacked by the customer, and even again afterwardsWe do not offer refunds (It states on the invoice that all sales are final)It is unfortunate that the customer has resorted to name calling and defamation of ability in this matter, but it is also reflective of the behavior that led to him being asked to leave the premises and the other mechanic being unable to speak rationally with him over the phoneAs important as it is to us to have customer satisfaction and retention, we cannot appease the customer on this matterIt is impossible to undo a transmission or coolant flushWindow switches (and all other electrical components) are not returnable items once installed, which is why we offer to prove to our customers that an electrical device is faulty before replacing itAll that is left is the one hour of labor that was charged, which is not at all reflective to the time spent on this vehicle while it was hereOur labor rates are not out of line with what other establishments like our own chargeIt is unfortunate that the customer cannot be satisfied, but we have already done everything that is within our power to do in this matter, and then some
This letter is in regards to the customer [redacted] who has filed a complaint against Central Automotive in Kenmare, NDGood Day, I am the office manager for Impact MechanicsFor transparency purposes, it should be noted that Impact Mechanics bought Central Automotive in October of and it has since been known as Impact Mechanics and Body ShopImpact Mechanics has two mechanics on site and one office employee [redacted] is the owner of a Jeep Grand Cherokee that we worked on in November He had called prior to bringing his vehicle in to inquire about the BG Transmission Flush and Coolant flush systemsHe was advised of the rates for each machine and the cost of both the additives and the fluidsHe was also advised that a transmission flush does not fix a transmission that is already slipping and having issues (which is something we advise all our customers of, because some believe that flushing a transmission is the same as opening one up and physically working on one)He indicated that he would like to bring his Jeep in and have both flushes performed and asked if we would fix his window issueHe had a switch in the driver’s side door that seemed to work intermittently (sometimes the window would work, sometimes it didn’t, and the switch would not operate the passenger windows at all)Our rates as quoted to the customer: Labor Rates for BG Machines: flat feeTransmission Additive Kits: eachTransmission Fluid: per quartCooling System Additive Kits: eachFlush Coolant by Gallon: eachLabor Rates for Gas Engine Vehicles: per hourShop Materials Fee: 8% of labor (covers bolts, clips, washers, wires, and other miscellaneous shop expenses that do not get sold by the item to customers)At the time of the initial conversation, Mr [redacted] was agreeable to the ratesIt was a lengthy phone conversation that broke down the individual costs to the customerHe made arrangements to bring his vehicle in and have the work performedOn the day he dropped off his vehicle (The 14th of November), we received two emergency calls about travelers who were stranded in KenmareWe tend to receive calls of this nature fairly regularly from out-of-state and out-of-country travelers who break down after crossing the Canadian border into North DakotaWe try to prioritize these customers as they are generally hundreds of miles away from home and in an emergency, and most of the other shops within an hour of us will refuse to work on them or give them a two-week waiting periodMr [redacted] was informed about these travelers who had broken down and was advised that we could not get his vehicle in that dayI offered to reschedule him, and he indicated that he was “in no hurry” and dropped off his vehicleOf these two different travelers, one had a drivetrain issue and the other had blown their water pumpOne was headed to Colorado and the other was headed to MinnesotaThis was on a Tuesday, and we were unable to bring his vehicle into the shop until that Friday (The 17th of November)He made contact every day that week to see if his vehicle was doneUpon bringing his vehicle in, we discovered that we did not have the appropriate adapter to run the transmission flush on his vehicleWe purchase our adapters through our BG representative who is located in Rapid City, South DakotaI called the customer and apprised him of the issue, offering to reschedule him when we got the adapter in (we understand that customers do not always have another vehicle to drive when theirs is in our shop)He refused, loudly professing that “He was going to make us do the work on his vehicle,” which was a little confusing considering that we were not refusing to work on the vehicleHe was informed that the adapter would not be available to us until after Thanksgiving weekend (which ended with the 26th of November) because that was when the representative could get us the partHe still refused a rescheduleMr [redacted] also continued to call daily to see if his vehicle was doneIn the meantime, we performed the coolant flush on this vehicle and ran diagnostics on his window issueThe switch in the driver’s side door was broken, and there was also a broken wire connecting the wiring from the driver’s side to the passenger side of the vehicleHe was apprised of the fact that he needed a new switch, and that the switch would need to come from the dealership as the aftermarket versions were special order items that cost about two hundred more than those ordered from the dealerWe offered to let him come to the garage and see for himself that the switch was faulty (some customers like to see for themselves what is broken on their vehicles) and he declinedWe replaced the switch (This part was ordered on the 20th and received on the 27th because of the long holiday weekend), and the mechanic spent several hours testing the door wires and replacing the one that prevented communication from the driver’s side switch to the passenger windowsWe received the adaptor for the transmission flush on Tuesday, November 28th and performed the transmission flushWhen I called Mr [redacted] to tell him his vehicle was ready for pickup, he stated he was busy and would be in later in the week to pick it upLet it be noted that we did not charge Mr [redacted] for the hours of labor we had in on this vehicle chasing wires and testing electrical componentsWe charged him one hour of labor for putting in the window switchWe also did not charge him freight, which we usually charge the customer for items that are ordered in to KenmareWe felt bad for the waiting on adapters and parts, and the two emergency repairs that put his vehicle off for three daysHe picked the vehicle up on 11/29/We went over his bill, item by item, and he disputed the cost of each itemIt did not matter that the cost of each item was the same cost quoted to himIt also did not matter that we did not charge him for most of the labor and waived the freight feeIt should be noted here that I made a clerical error on his invoice, and accidentally entered the coolant quantity as quarts instead of gallonsHowever, when going over the invoice with Mr [redacted] and the mechanic who performed the service, it was caught and adjusted before Mr [redacted] paidI accept full responsibility for the errorTo make up for the mistake, after fixing the quantity, I also knocked off the price of a gallon of coolantThe flush system uses quarts (or four gallons) of fluidI charged Mr [redacted] for (or three gallons) insteadMr [redacted] paid in cash and took his vehicle homeWe saw Mr [redacted] periodically over the winter; he had a tire that would go flat and he would come in to have us air it up for free, but had no interest in fixing the tireIn February, he drove up and stated that his window was not working againHowever, he had to lower his window to tell me thisI told him to call the next week and make an appointment to have it looked atI was gone from February 20th to March 8th on vacation, at which time one of the mechanics answered phones and scheduled appointmentsDuring that time, Mr [redacted] Showed up and said that his window would not go up or down, and that his door lock was not workingHe claimed that the mechanic (he was speaking to the one who performed the original work on this vehicle) “did not do the work, and he wanted what he paid for.” He then proceeded to complain about his previous bill, and about how I overcharged him for the coolantThe mechanic went over the previous bill again, reminding him that the error I made (and I do accept responsibility for that mistake) was caught before any payment was submitted, and that he was not overchargedMr [redacted] became more and more aggressive towards the mechanic, until the shouting escalated to the point where Mr [redacted] was asked to leaveHe shouted about how he was going to go to the Revdex.comHe then leftAbout an hour later, Mr [redacted] called the shop, and spoke with the other mechanicHe was still irate and erraticThe other mechanic repeatedly attempted to inform Mr [redacted] that if he would bring his vehicle in, he would look at itMr [redacted] would not stop his verbal abuse to the other mechanic, and no matter how many times the other mechanic offered to look at the vehicle, Mr [redacted] would railroad over him verbally and continue to yellThe mechanic finally gave up and hung up on himNeedless to say; Mr [redacted] did not bring the vehicle in to have it looked atI am not sure what else could have been done in this situationWe gave him numerous discounts on his billWe offered repeatedly to look at his vehicle againUnfortunately, we could not calm his belligerence down enough to speak rationally with himWe have not heard from him since