This is a response to your letter on July 1, regarding Revdex.com case number ID***. We were very surprised to receive your letter regarding *** ***’s Escape We found the ***’s to be good cus***ers, and very understanding about the amount of time it took to repair
their vehicle I had spoken to *** and her Mom on several occasions When *** (Dad) called about a problem with the initial repair, he was concerned about towing, and I assured him that we at ***’s would cover any towing charges to get the Escape back to our shopIn addition, we would also provide a Focus as a loaner car so that they would not be inconvenienced while the repairs were being completedThe loaner was, of course, at no charge to them. We understand that the repair took and a half weeksThe initial repair being one of those weeks During that time our master tech (***) who first repaired the Escape was on vacation for a week starting the 4th of June I believe that ***, her Mom and Dad were aware of that fact When *** returned from vacation he went to work on the Escape He determined what additional work was needed and I contacted the ***'s *** (Dad) called and wanted to have a face-to-face meeting with me I gladly agreed We met to discuss the repairs and how we were going to adjust the part and labor pricing for the second repair We shook hands and he gave me his new cell phone number I assured him I would call him if we found any other problems. After that, I did receive a hand full of calls from Mrs*** We did have a hard time trying to connect Each time we did talk, I let her know that the repair was more difficult that we had originally thought, and apologized for the length of time the repair was taking I did let her know that the loaner car was being provided, would remain free of charge, and that we wanted to really test the Escape before returning it to them During this time I did try to contact *** to relay the same information to him, but kept getting a “Mailbox full or incorrectly setup” response from his cell Eventually we did talk, I explained the problems, and that we were working on them to resolve the issues. We do wish this repair experience could have turned out better for the ***'s We did everything we could to help We provided a new Focus for the family to use at no cost We adjusted the cost of labor and parts to be below our cost We test drove the Escape for days, putting over miles on it, to verify the repair I do admit that we should have filled the tanUnfortunately, that was overlooked when the vehicle was picked up I attempted to contact the ***’s, and again attempted to leave messages letting them know that we would be happy to fill their tank if they would stop by I never received any response We will be sending them a check for $to cover the fill up. In closing, we are looking for your help in achieving a fair resolution to this issue This is the first time in over years of doing business that we have had a complaint thru your office Regan (Mr***) and I are ready to take action on whatever solution you may suggest Again, thank you for your help in reaching a fair resolution to this situation Please feel free to contact Regan or myself at the store with your questions or ideas I am inclosing our contact information if you have any questions. Respectfully, *** * ***General Manager
This is a response to your letter on July 1, regarding Revdex.com case number ID***. We were very surprised to receive your letter regarding *** ***’s Escape We found the ***’s to be good cus***ers, and very understanding about the amount of time it took to repair
their vehicle I had spoken to *** and her Mom on several occasions When *** (Dad) called about a problem with the initial repair, he was concerned about towing, and I assured him that we at ***’s would cover any towing charges to get the Escape back to our shopIn addition, we would also provide a Focus as a loaner car so that they would not be inconvenienced while the repairs were being completedThe loaner was, of course, at no charge to them. We understand that the repair took and a half weeksThe initial repair being one of those weeks During that time our master tech (***) who first repaired the Escape was on vacation for a week starting the 4th of June I believe that ***, her Mom and Dad were aware of that fact When *** returned from vacation he went to work on the Escape He determined what additional work was needed and I contacted the ***'s *** (Dad) called and wanted to have a face-to-face meeting with me I gladly agreed We met to discuss the repairs and how we were going to adjust the part and labor pricing for the second repair We shook hands and he gave me his new cell phone number I assured him I would call him if we found any other problems. After that, I did receive a hand full of calls from Mrs*** We did have a hard time trying to connect Each time we did talk, I let her know that the repair was more difficult that we had originally thought, and apologized for the length of time the repair was taking I did let her know that the loaner car was being provided, would remain free of charge, and that we wanted to really test the Escape before returning it to them During this time I did try to contact *** to relay the same information to him, but kept getting a “Mailbox full or incorrectly setup” response from his cell Eventually we did talk, I explained the problems, and that we were working on them to resolve the issues. We do wish this repair experience could have turned out better for the ***'s We did everything we could to help We provided a new Focus for the family to use at no cost We adjusted the cost of labor and parts to be below our cost We test drove the Escape for days, putting over miles on it, to verify the repair I do admit that we should have filled the tanUnfortunately, that was overlooked when the vehicle was picked up I attempted to contact the ***’s, and again attempted to leave messages letting them know that we would be happy to fill their tank if they would stop by I never received any response We will be sending them a check for $to cover the fill up. In closing, we are looking for your help in achieving a fair resolution to this issue This is the first time in over years of doing business that we have had a complaint thru your office Regan (Mr***) and I are ready to take action on whatever solution you may suggest Again, thank you for your help in reaching a fair resolution to this situation Please feel free to contact Regan or myself at the store with your questions or ideas I am inclosing our contact information if you have any questions. Respectfully, *** * ***General Manager