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K&G Garage Reviews (2)

Final Consumer Response /* (2000, 13, 2016/08/08) */
HiI wanted you to know I have withdrawn my small claims caseNobody was ever servedI got paid in full yesterday
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Review: My car was towed to this business location. There was a sign in the store that stated that they accept all major credit cards. I attempted to make a credit card payment. [redacted], customer service representative, informed me that the business does not accept credit cards. I pointed to the sign and she mentioned that applies to "other services." She mentioned that towing services are "cash only" I requested to make a debit payment via my debit card since the funds were guaranteed she did not agree to accept that payment. Next, I asked if I could make a check payment and she did not accept that payment either. She instructed me to walk down the street to an ATM and make a withdrawal. I asked for an exception to accept any of the various payment options I offered but she denied the request. I walked to the ATM to get the funds. I returned to the establishment with $120 to pay my $108 fee. At that point in time [redacted] informed me that "exact change" is required for payment. She did not have sufficient change for my transaction. I ended up giving her extra cash to work with the change she had available in her drawer. She did not have any one dollar bills in her cash drawer. In the end I received the correct change after giving the additional funds.Desired Settlement: I received poor customer service. The policy of the store of "exact change - cash only" was only communicated after the fact. The signs in the stores are misleading that they accept all major credit cards. I would like a full or partial refund. Also, I would recommend that the store change their policy and truly accept major credit cards to correspond with the signs. If they choose not to change the policy then they need to create new signs that specify the payment terms for towing services.

Business

Response:

[redacted] parked her vehicle illegally and the owner of the property called in for her vehicle to be towed off their property. [redacted] comes to our location on a Sunday when we are not even open to the public. We are open for incoming vehicles and for Nassau County Police Department only. We do not release any vehicles on Sunday. We release cars during normal business hours. [redacted] did [redacted] a favor by releasing her vehicle cause she felt bad for her. All illegally parked vehicles must pay cash due to the extreme loss we have suffered due to customers disputing their credit card charges. This is a company policy and there is a sign posted in the office stating that. There is no cash kept on premises when we are not open to the public on Sunday. [redacted] tried her best giving [redacted] suggestions to help [redacted] in order for her to release [redacted]'s vehicle.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am rejecting the business’ response to my complaint due to inaccuracies in their response. First, the business claims that they are not open to the public on Sunday. I was at the business on a Sunday and there were no signs stating that the business is closed or operating with reduced services. I have a picture of the front door and the surrounding areas for that day that does not display any such signage. Also, I spoke to three different employees on that Sunday and none of them verbalized to me that they are normally closed or performing minimal services due to the day of the week. Next, the business stated that they do not release cars on Sunday and made special circumstances for me which is not the case. Again, the employee did not let me know this and only urged that I pay my bill in cash with no mention of being closed or that she was doing me a favor. Also, there was another towing customer waiting to be serviced with cash in hand for a payment. In addition, the customer service representative took several different phone calls while I was present providing the business address and the amount of the tow fee for new customers to come in and get their cars. There was not one mention of the office being closed and not releasing cars. The main focus was receiving the fee and being paid in cash.

The sign that the business is mentioning that states that all towing services should be paid in cash is not clearly visible. The sign that states the business accepts all major credit cards is clear and visible near the payment area. I have a picture of the credit card sign. The special sign that mentions towing service payments should be made is cash is not in an obvious place because I missed the sign. Special exception signage should be located in a clear and conspicuous manner. This is best practice held by most businesses to avoid disputes. In this situation the inaccuracies, are the claim about normal business hours on Sunday which is disputed by the numerous transactions handled that day. Also, the cash payment sign for towing if it does exist is not in a conspicuous location.

My major dispute is the poor customer service. I am a consumer and I should be treated with respect and courtesy despite the circumstance that my car was towed. The customer service representative placed her head down and held up her hands while talking to me which does not demonstrate respect in any cultural society. My other complaint is the inconsistent payment policy that is not properly disclosed. I would recommend the business post business hours visibly outside of their business. In the event they decide to transact business on days/hours outside of the normal designated times they should have the adequate cash/resources to complete transactions. Lastly, special exception policies such as cash payment required for certain services should be adequately displayed. A customer should not be held at a disadvantage due to a business’ lack of understanding of customer service best practices.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our company policy is on ALL ILLEGALLY PARKED vehicles as [redacted] vehicle was are to be paid by cash due to disputes just as this one that customers try and get thier money back. CASH policy is not for towing it is only for ILLEGALLY PARKED vehicles. [redacted] answereing the telephone giving our address could have been for insurance adjusters, people arranging appointments during normal working hours to pick up thier vehicles for repair, calling and requestig an estimate on repair and no one can assume it was for ILLEGALLY PARKED vehcile, as no one can hear the person on the telephone's converstaion. As far as [redacted] actions as [redacted] is stating we have never recieved a complaint about her until now by [redacted] and this issue has been address to [redacted]. Again, I apologize for [redacted]'s behavoir that day also for you feeling the way that you do. This was not [redacted]'s intent, she was trying to help. As far as signs are concerend and posting signs maybe [redacted] didn't see the sign in our office as she didn't see the sign posted where she parked that reads no parking vehicles will be towed? Again, sorry that she feels this way and again, we apologize for [redacted]'s behavoir.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated earlier my major dispute is related to poor customer service and business policies that are unfair to customers. The policy to not accept credit/debit card payments for towing related service but accept the same payments for other company services is inconsistent. The business provided rationale on their decision. I am asking that the signs with the exception policy be clearly displayed so it does not cause any future customer confusion or complaints. As I stated earlier I did not see the signs that displayed that only the signs that stated all major credit cards are accepted with photo proof if needed. The business’ response back stating that I did not see a sign on where to park my car and inferred that I did not see their proposed sign with the exception policy is misleading and is not material or relevant in this discussion. I never disputed the towing of my car nor am I starting to dispute that now. My complaint starts and ends with what happened to me after my car was towed. The reason for my request for partial or full refund of the towing fee is related to the customer service and unclear customer payment policy. The refund would be a measure of goodwill by the business to me as a customer due to my poor experience with their establishment.

Also, speaking of attention to detail the business response to me contained the incorrect customer last name multiple times. Is this an example of how the business is run without care taken for the minute details? Can this be related to the improper signage regarding this exception policy? Also, the business claiming that [redacted] was answering calls for other claims/services not related to towing is not accurate. I have proof that releasing and accepting payment for towed cars was a regular practice on this particular Sunday. First, I saw another customer from the same shopping center (towing site) that was waiting to pay for service having just returned from getting cash. Also, I called the establishment later in the day and did not identify myself and inquired on picking up my fictitious car that was just towed. [redacted] proceeded to provide the address and payment information. I asked for her name to verify the person I was speaking with on the call. I am rejecting the response for the reasons above and the lack of action by the business to address communication of their policy to future customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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Description: AUTO BODY REPAIR & PAINTING

Address: 103 Laurel Ave, Bradford, Massachusetts, United States, 01835-7269

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