Kwik Kar Bee Cave

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear [redacted] , thank you for contacting us regarding our customers' concernMy wife and I own the business and we are not a franchise We take customer feedback very seriouslyAs soon as we received a message from your office on July 22, we called you back the same day to discuss the matter, left a voicemail, but did not hear back We received another message on July and called back immediately We respectfully submit that for your the complaint file and the following response as we greatly appreciate all customers and their feedback! The customer has a beautiful high performance vehicle, a 2013, Dodge Challenger, 8cylinder, 5.7liter The vehicle is relatively new with low milesOn the May visit, the vehicles' clutch had worn out which was quick after only years and 32,miles of vehicle lifeSometimes high performance vehicles' parts wear fasterThe customer requested that we inspect the vehicles' brakesOur technician measured the brake pads and rotors and they measured within safe operating specificationsWe informed the customer that the vehicles brakes did not need to be replaced at that timeWe made this recommendation with integrity and we were also looking out for the customers budget as he was already spending over $1,on an expensive clutch repair The customer returned on June with concern about his brakes We reinspected and measured the brake pads and rotors and sure enough they measured within recommended replacement specificationsAs the clutch wore out relatively quickly within the life of the vehicle, so did the brake pads and rotors The customer was upset that the rotors wore down in such a quick time, between May and June I would have been frustrated as well that the parts wore out that quicklyUnfortunately, this is not something our business, technicians, and managers can control - how vehicle parts wear while the vehicle is being driven by customers over time Our managers informed me the customer was upset and the customer emailed me on June expressing his frustration I called the customer within a few days of his visit to listen to his concern I visited with the customer and reaffirmed why our manager did not recommend replacement on May - we made the recommendation based upon parts measurements and integrity and looking out for the customers budget/ money I felt like we resolved the concern at that time and I asked the customer if I could do anything for him He said that he appreciated me apologizing for his frustration

Dear [redacted], thank you for contacting us regarding our customers' concern. My wife and I own the business and we are not a franchise.  We take customer feedback very seriously. As soon as we received a message from your office on July 22, we called you back the same day to discuss the matter,...

left a voicemail, but did not hear back.  We received another message on July 27 and called back immediately.  We respectfully submit that for your the complaint file and the following response as we greatly appreciate all customers and their feedback! The customer has a beautiful high performance vehicle, a 2013, Dodge Challenger, 8cylinder, 5.7liter.  The vehicle is relatively new with low miles. On the May 21 visit, the vehicles' clutch had worn out which was quick after only 2 years and 32,000 miles of vehicle life. Sometimes high performance vehicles' parts wear faster. The customer requested that we inspect the vehicles' brakes. Our technician measured the brake pads and rotors and they measured within safe operating specifications. We informed the customer that the vehicles brakes did not need to be replaced at that time. We made this recommendation with integrity and we were also looking out for the customers budget as he was already spending over $1,000 on an expensive clutch repair.   The customer returned on June 27 with concern about his brakes.  We reinspected and measured the brake pads and rotors and sure enough they measured within recommended replacement specifications. As the clutch wore out relatively quickly within the life of the vehicle, so did the brake pads and rotors.  The customer was upset that the rotors wore down in such a quick time, between May 21 and June 27.  I would have been frustrated as well that the parts wore out that quickly. Unfortunately, this is not something our business, technicians, and managers can control - how vehicle parts wear while the vehicle is being driven by customers over time.  Our managers informed me the customer was upset and the customer emailed me on June 27 expressing his frustration.  I called the customer within a few days of his visit to listen to his concern.  I visited with the customer and reaffirmed why our manager did not recommend replacement on May 21 - we made the recommendation based upon parts measurements and integrity and looking out for the customers budget/ money.  I felt like we resolved the concern at that time and I asked the customer if I could do anything for him.  He said that he appreciated me apologizing for his frustration.

Dear [redacted], thank you for contacting us regarding our customers' concern. My wife and I own the business and we are not a franchise.  We take customer feedback very seriously. As soon as we received a message from your office on July 22, we called you back the...

same day to discuss the matter, left a voicemail, but did not hear back.  We received another message on July 27 and called back immediately.  We respectfully submit that for your the complaint file and the following response as we greatly appreciate all customers and their feedback! The customer has a beautiful high performance vehicle, a 2013, Dodge Challenger, 8cylinder, 5.7liter.  The vehicle is relatively new with low miles. On the May 21 visit, the vehicles' clutch had worn out which was quick after only 2 years and 32,000 miles of vehicle life. Sometimes high performance vehicles' parts wear faster. The customer requested that we inspect the vehicles' brakes. Our technician measured the brake pads and rotors and they measured within safe operating specifications. We informed the customer that the vehicles brakes did not need to be replaced at that time. We made this recommendation with integrity and we were also looking out for the customers budget as he was already spending over $1,000 on an expensive clutch repair.   The customer returned on June 27 with concern about his brakes.  We reinspected and measured the brake pads and rotors and sure enough they measured within recommended replacement specifications. As the clutch wore out relatively quickly within the life of the vehicle, so did the brake pads and rotors.  The customer was upset that the rotors wore down in such a quick time, between May 21 and June 27.  I would have been frustrated as well that the parts wore out that quickly. Unfortunately, this is not something our business, technicians, and managers can control - how vehicle parts wear while the vehicle is being driven by customers over time.  Our managers informed me the customer was upset and the customer emailed me on June 27 expressing his frustration.  I called the customer within a few days of his visit to listen to his concern.  I visited with the customer and reaffirmed why our manager did not recommend replacement on May 21 - we made the recommendation based upon parts measurements and integrity and looking out for the customers budget/ money.  I felt like we resolved the concern at that time and I asked the customer if I could do anything for him.  He said that he appreciated me apologizing for his frustration.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Mr. [redacted],
 
My name is [redacted] and my wife and I are the owners of Kwik Kar in Bee Cave.  I want to thank you for taking the time to submit your concern to the Revdex.com.  We are locally owned and operated and not a franchise.  Our customers...

are our friends and neighbors throughout the community.  There are two ways of doing things. The right way and the wrong way.  We strive to be "to the right of the right way!"   Feedback like yours lets us know if anything is going on in our store that needs to be addressed. So we greatly appreciate it.  You can always feel free to submit comments to me directly, via our website, or via the customer feedback email we send after your oil change. 
We conducted an internal investigation on your service and I actually reviewed our video cameras to see what happened.  The technician that worked on your vehicle was [redacted].  [redacted] is a great guy and a hard worker.  We trust him.  He did rotate your tires but forgot to balance them.  He simply was in a hurry and forgot.  Our organizational break-down was that we did not confirm with him that he completed the tire balance as well.  We have taken action to ensure that this does not happen again.  
I want to apologize again.  Our goal is to build customers for life and we want to keep you as a customer. We have made mistakes in the past and will make mistakes in the future.  We always take care of the customer in those situations.  To prove this to you, we would like to issue you a $69.99 refund for the service.  In addition, we would like to refund you for the oil change as well for a total invoice reimbursement of $98.30 versus the $69.99 you requested (or store credit on your account if that is more convenient for you).  Thank you again for your comments and please feel free to contact me directly if I can do anything for you. 
 
Best regards,
[redacted]