Krumer Auto Tech

Good Afternoon,We emphatically, and unequivocally, reject [redacted] account of this matter, as presented in her complaint We terminated our relationship with this customer some time ago, due to her behavior, and the fact that she is all over the place (as clearly evidenced in her account of this matter.) She states, initially, that we had her car for seven months; then, in the very next sentence, she said we had it for four months The bottom line is, yes, we did have the car for several months However this had nothing to do with inaction on our part, simply the logistics in obtaining an entire replacement engine, and associated components, for a year old BMW During the entirety of this time, which [redacted] neglected to mention, she was given a loaner vehicle, at no charge, to get around until her car was repaired It's also worth nothing that, while she had the loaner vehicle, she was responsible for numerous regulatory citations, such as unpaid tolls on E-470, tickets from red light cameras, etc She did not pay for any of these citations, and we ended paying them instead.The transmission problem she mentions coming back with, had nothing to with the engine replacement, which was done to the car It was a separate matter entirely, and a fault of the transmission itself For this extensive repair, involving removal of the transmission, which took hours of labor (normally billed at $/hr,) [redacted] was only charged the part cost, of $ Regarding the antifreeze problem, which seems to be at the core of this issue, and led to the escalation we dealt with yesterday Again, we are not sure where [redacted] is coming from First she states that we overfilled the coolant tank; then in the next sentence, she states that we did not fill it enough In fact, yesterday, she made the accusation that it was intentionally drained when she picked up the car, in order to cause further issues for her.Which is ludicrous Even if, for the sake of argument, that were to be the case, she picked her car up two months ago Were it intentionally drained of coolant, the car would not have made two days, much less two months Which brings us to yesterday [redacted] , for lack of any other term, was completely out of control, when she arrived at the shop yesterday In front of other customers, she was being insulting and vulgar, constantly shouting, and refusing to listen to any communication In fact, numerous customers that were here, subsequently complained about her behavior; one went so far as to write a Google review afterwards In the end, we refunded her for the coolant job Not because we felt that we were at fault, but in order to satisfy her, and reiterate that we would have no further dealings with her To that end, first she demanded $ Then it was $ Then it was $ She was given $200, to prevent any confusion At this point, she still would not leave, despite numerous requests to do so She insulted several of our employees, calling them is, iss, incompetent, and so forth It was at THIS point that the police were called to handle the situation.In summary, everything was done to provide the service this customer requested In fact, we went above and beyond to take care of her, even refunding hundreds of dollars, that by no means should have been We have thousands of loyal customers, that come here time, and time, again With no issues We stand behind the work we perform We stand behind our customer service We stand behind our business We take care of the people who entrust us with their cars [redacted] demands were simply baseless, belligerent, and mean spirited Which is why we have chosen to terminate our relationship with her.Best Regards,Krumer Auto

Good Afternoon,We emphatically, and unequivocally, reject [redacted] account of this matter, as presented in her complaint.  We terminated our relationship with this customer some time ago, due to her behavior, and the fact that she is all over the place (as clearly evidenced in her account...

of this matter.)  She states, initially, that we had her car for seven months; then, in the very next sentence, she said we had it for four months.  The bottom line is, yes, we did have the car for several months.  However this had nothing to do with inaction on our part, simply the logistics in obtaining an entire replacement engine, and associated components, for a 14 year old BMW.  During the entirety of this time, which [redacted] neglected to mention, she was given a loaner vehicle, at no charge, to get around until her car was repaired.  It's also worth nothing that, while she had the loaner vehicle, she was responsible for numerous regulatory citations, such as unpaid tolls on E-470, tickets from red light cameras, etc.  She did not pay for any of these citations, and we ended paying them instead.The transmission problem she mentions coming back with, had nothing to with the engine replacement, which was done to the car.  It was a separate matter entirely, and a fault of the transmission itself.  For this extensive repair, involving removal of the transmission, which took hours of labor (normally billed at $85.00 /hr,) [redacted] was only charged the part cost, of $300.00.  Regarding the antifreeze problem, which seems to be at the core of this issue, and led to the escalation we dealt with yesterday...  Again, we are not sure where [redacted] is coming from.  First she states that we overfilled the coolant tank; then in the next sentence, she states that we did not fill it enough.  In fact, yesterday, she made the accusation that it was intentionally drained when she picked up the car, in order to cause further issues for her.Which is ludicrous.  Even if, for the sake of argument, that were to be the case, she picked her car up two months ago.  Were it intentionally drained of coolant, the car would not have made two days, much less two months.  Which brings us to yesterday.  [redacted], for lack of any other term, was completely out of control, when she arrived at the shop yesterday.  In front of other customers, she was being insulting and vulgar, constantly shouting, and refusing to listen to any communication.  In fact, numerous customers that were here, subsequently complained about her behavior; one went so far as to write a Google review afterwards.  In the end, we refunded her for the coolant job...  Not because we felt that we were at fault, but in order to satisfy her, and reiterate that we would have no further dealings with her.  To that end, first she demanded $190.  Then it was $192.  Then it was $196.  She was given $200, to prevent any confusion.  At this point, she still would not leave, despite numerous requests to do so.  She insulted several of our employees, calling them is, iss, incompetent, and so forth.    It was at THIS point that the police were called to handle the situation.In summary, everything was done to provide the service this customer requested.  In fact, we went above and beyond to take care of her, even refunding hundreds of dollars, that by no means should have been.  We have thousands of loyal customers, that come here time, and time, again.  With no issues.  We stand behind the work we perform.  We stand behind our customer service.  We stand behind our business.  We take care of the people who entrust us with their cars.  [redacted] demands were simply baseless, belligerent, and mean spirited.  Which is why we have chosen to terminate our relationship with her.Best Regards,Krumer Auto