Kohrs Truck & Auto Repair, Inc.

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@centurytel.net
*** called me stating how he had an appointment on, I believe Wedafternoon August I saw the estimate was for a fuel pressure regulator
valve and the estimate was for around $I told him the estimate was incorrect and I would call him right back with the correct estimateIt needed an injection pressure control valve, so the parts and labor were wrongThe correct amount turned out to be about $He was complaining about the down timeHe needed his truck and he had an appointmentHe was being irate at that timeI told him that he could take the truck somewhere else if we were taking too long, since we had not done any repairs at that pointHe said to go ahead with repairs
We completed the repairs on the truck on Thursday, August He picked up the truck that afternoon
He came back Friday morning saying that the truck was not fixed and he wanted his money backWe said to bring it back on Monday, August 31, and we would take another look at itHe refusedWe had $in parts investedHe would not give us an opportunity to make things rightHe was so irate and unreasonable that we could not deal with him
General Manager
Wednesday, August 26, was the first time I talked to *** after he dropped off his truck for repairsI told him I would check on the progressI found the repair order in employee *** slotThe only thing on the back of the repair order was one clock time in and out, and one code listedWhen I asked about the truck, I was told all it needed was to cold start for follow upI relayed that to ***He said he had talked to someone the night before and we had gotten his truck confused with another customer's truck(We called him and told him that)I told him that I would check into it and call him as soon as it was diagnosed
I called him back around 2:pmI told *** that the truck needed an IPR valveHe gave approval to repairAs far as I can remember, that is the last contact that I had with *** until he confronted us
Friday, August, 28, 7:am, *** came into the lobby and immediately started to accuse us of not repairing his truck properlyActually, he claimed that we did not install the part we quotedWhen I offered to have him bring his truck back on Monday the 31st, he said we would never work on his truck againHe began to verbally abuse the owner and the evening foremanI tried to explain the process to remedy his concerns, but there was no turning him back to the problem at handHis voice began to escalate and he started to bring up conflicts outside of this transactionWhen the owner tried to talk to him, he was very verbally offensive to herHe was told to leave the premises and the O'Fallon police were calledUpon his exit, he directed more verbal insults towards the owner and left
Sincerely,
Service Writer