Joy's Glendive Service

Review: I had a truck that needed a tire changed in Beach, ND on sunday. We did have a spare tire so we just needed service ( job that cost from 20-80$). I called Joys glendive services and the guy was very rude and he said our price is $175 for us to come open the shop plus $150 per hour if you dont like it call somewhere else. I said ok if something I will call back. Beach, ND a small town and theres not much else in the area. I called few other places but was not able to get hold of them, so I called joys back and right when he answered the phone he said I dont want to deal with you call somewhere else, you guys always argue about rate and you guys are cheap from CA call somewhere else, call your people from CA to come fix it. I told him thats ok will he be able to fix it. He said the only way I will fix it is if you pay me upfront. I said ok how much would that be to change a tire on the trailer and that we have a spare tire. He told me ok if you pay me right away it will be $300 so I gave him a T-check and told him I will get my driver over there. I gave my driver all the info he was about 30 miles from the shop so I told him go there and they will fix it and that I already paid for it. When my driver was going there he got stopped at scales which was 27 miles from their shop and they told him you can not drive you have to get it fixes here. I called the shop and asked them to call over there he said ok but it will be extra because of extra miles they charge 2$ a mile and its about 60 miles roundtrip so it will be about $120 extra, I said OK. When they got there after about 3 hours he called me and told me that our total bill is $783 dollars and with the $300 that I already paid them I need to pay another $483 because it was a difficult job and it took them 3 hours to change the tire with $150 per hour thats why its so much. But really to change a tire takes only about 15-20 mins. The guy was really rude and he knew that because of the situation we were in he could charge us anything.Desired Settlement: 2 hours at $150 ($300)

Business

Response:

Spokane, WA 99201-4352

RE: ID# 9522057

Dear [redacted]:

In response to the letter/complaint you sent to us regarding [redacted], I offer you the following insight, facts and comments regarding this matter.

First of all for the record I state, the customer called and asked our road service prices. Our dispatched quoted him our prices and the customer stated, "That is too expensive, and can you do any better". It is our policy not to bargain, cut or discount our rates which we feel by experience and knowledge, are fair and competitive. The customer said he would call another service. The customer called back again and requested our service at the quoted rates. Due to the customer not being happy with our rates at his own admission, we required advanced payment for the quoted amount of $300.00 which was $150.00 to open the shop after hours and $150 for the first hour of labor. Our posted prices reflect those prices as quoted. Our labor rate is $100.00 per hour and 1.5 times after hours or on weekends. The customer paid our quoted amount and advised his truck would be en-route to our shop.

Before the truck arrived at our shop/location we received a call from the customer stating his truck was at the Wibaux weigh scale about 30 miles east of us and put out of service by the Department of Transportation. He requested us to respond to that location and perform service on his truck. Our dispatcher once again advised the customer that the $300.00 already paid would be applied to the total cost of the bill, however, our travel road service rates were $175.00 call out, $150.00 per hour from start to finish including travel time and $2.00 per mile. The customer agreed and confirmed that he would pay the bill when the truck was back in service at the weigh station.

Inadvertently, our dispatcher made a mistake by quoting $25.00 too much for the 'call out' and should have quoted $150.00.

As all instances and situations are different once our service truck arrives at the location, we have no way to for see any additional problems or delays at the site. That is why it is industry norm to charge by the hour. We are always dealing with unknown variables In this case; it took our field technician approximately an extra hour of time due to extremely rusted and frozen wheel lug nuts that could not be removed. In order to expedite and get the customer's tuck back in service, our technician changed out the tire while the wheel was still mounted on the truck. It was unfortunate but when a company runs inferior equipment and lacks regular maintenance, situations such as these exist on equipment.Page -2-

Our invoice was calculated as follows; 3.0 hours of road service at $150.00 per hour. Call out fee after hours at $175.00 (which should have been $150.00) and $2.00 per mile travelled for 65 miles. Shop supplies is an amount charged for lube, tire mounting supplies, penetrant and misc. shop supplies which again, is industry wide and the norm. We find nothing out of line with the bill except a charge of $25.00 which I have attached a refund for.

For the record, a trip to the Wibaux Weigh Scale without any problems arising would be as follows; 35 minutes travel time each way, 10 minutes get ready and 10 minutes to refuel and put the truck back in service. 30 Minutes at the site to change the tire and do the invoicing. Total of 2.0 hours.

As far as the customers statement of, "but really to change a truck tire takes 15-20 minutes" that, might be true inside of a garage out of the elements of the weather and roadside conditions, under ideal conditions without travel time and the convenience of having extra assistance and much more powerful shop equipment.

We choose not to address the personal attacks at our personnel the customer complains about. The customer did not have to use our service and the customer made himself even more irate by attempting to bargain for price at the onset of this job.

I hope this offers the Revdex.com some insight as to the facts and circumstances to this matter. If you have any questions or concerns, please call or contact us.

Sincerely,

[redacted] Manager.