Initial Business Response /* (1000, 5, 2015/02/28) */
Contact Name and Title: [redacted].
Contact Phone: [redacted]
Contact Email: [redacted]
Re Case# [redacted].
The vehicle we worked on , a [redacted] with 266,578km on it was brougt to Vantage Motors by the operator of...
[redacted]. with the instructions to diagnose a difficult to start problem. No appointment, just dropped off, monday late in the day.
The shop representative stated they had spent some time trying to repair it,installing parts but without success.We were requested to find out what was wrong with the car.
We started our diagnosis mid tuesday afternoon and at supper time tuesday evening communicated with the shop owner our progress, we were about 3+hours in at this time, he was made aware of the progress and communicated that we should continue, completely establish the cause of the no start and put the vehicle back in running condition, but do not perform the repair, as he wished to do the repair himself. This is waht we did tuesday evening.
At the conclusion we were asked to suppy the new part , but not install it, this is what we did.
Without the completion of the repair we could not logically state the car was fixed, and we had not repaired at his request.
Our customer, [redacted],was communicated with midway in the process, he authorised us to continue our diagnosing, and was aware of how much time we had spent on the car. If he then communicated the with the complaintant , we do not have any knowledge of.
The car was picked up wednesday, with fresh [redacted] fuel and a new cam position sensor( not installed)
We performed our duty to do what was asked of us with regards to the diagnosis and repair of the [redacted]. Modern cars are not simple, and we had to start with the basics, to be sure that we were thorough in our diagnosis.There are multiple systems that would cause a no or difficult start problem,we examined each one .
At no time were we instructed to stop at any time or dollar amount in our quest to find the intermittant no start issue.
We are confident that we did find the problem, but without allowing us to perform the repair, we could not be certain.
At no time did the vehicle owner have input with our service people,only afterward did she identify herself to our service manager and myself, expressing her displeasure the we had not communicated what the costs would be, when we had already done so to the shop that brought the car here.
What communication transpired between the car owner and [redacted], we cannot comment on, and this is where we feel the car owner is not correct, as we were contracted to perform a diagnosis, come up with a recommendation to solve the problem , which we did - as requested.
Our bill is not out of line, we charged only for time spent on the problem, and included the part to solve the issue. Without any indication tht there was a dollar or time constraint , we did what was asked.To come back afterwards stating we did not do as requested seems in poor judgement.
The car owner made two attempts to get a reduction on the bill,[redacted] We have had no conversation suppmental to the repair with the person/shop that actually contracted us to do the work.
We feel the car owner should have her conversations with that individual.
We stand behind our bill,there will be no reduction in what was billed.
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To be honest, I am completely flabbergasted at this response from Vantage Motors. I am completely astounded. It is a flat out, bold faced lie. [redacted] I will say this again - clearly. There was no communication between Vantage Motors and [redacted] prior to the bill being $600. The first communication in regard to time spent on the vehicle and/or the amount owing was Wednesday morning once the bill was already up to $600. It is a common and courteous practice for service departments to communicate with the customer (regardless of whether they are the car owner or the mechanic who brought the car on her behalf) regarding impending repair charges, and this did not happen in this situation. The operator of [redacted] has since made attempts to contact the General Manager at Vantage Motors to discuss this issue with no call back.
[redacted] In both conversations with the Service Manager and also the General Manager I thanked them for their time, and communicated my concern in a firm and fair manner. [redacted] Due to my disappointment in the lack of customer service, I clearly informed the General Manager that I would be exercising my consumer rights by making an official complaint to [redacted], the Revdex.com, and sharing my story on social media. [redacted]
My request for a portion of the bill to be refunded still stands,[redacted]. My sole purpose at this point is to do what I can to bring awareness to other consumers about my experience with Vantage Motors, and if they are looking for great and honest customer service, they should look elsewhere. [redacted]
Final Business Response /* (4000, 11, 2015/03/23) */
We feel there must be a communication breakdown between our customer ( [redacted]) and the complaintant, as I am the general manager, no attempt by [redacted] hase been made to contact me,and no conversation has been initiated by [redacted] to get a reduction on the bill. [redacted] has spoken to our service advisor after the repair, getting a few details of the work done, and he has subsequently returned the part required to properly repair the car. The invoice was also paid in full by [redacted],with no mention of any request for reduction of cost.
What conversations have been held between [redacted] management and the complaintant , we cannot comment or speak about.
We are suprised that the complaintant continues to persue this matter with Vantage Motors, as we feel that we have done our due dilligence in this situation, and will not be offering our customer, [redacted], any form of discount/refund on the repair.
We, as a reputable business, feel slighted by the actions of the complaintant,who either has not been properly informed by the shop she took her vehicle to ([redacted]), or chooses to ignore the actual course of events that happened between [redacted] and Vantage Motors.
[redacted]
We are not pleased that the complaintant is calling us liars, because this is not in any way correct, we recounted the course of events as it transpired, and she either was not informed by her shop, or chooses to disbelieve what was stated.
We as a business feel that we are being slighted, as the situation as presented to The Revdex.com, [redacted], and on social media sites is far from truthful in it's context.
We stand by our repair,the sequence of events and the costs associated with it.
In this case we will not be offering the requested refund.
We feel badly that the complaintant feels mistreated , and we hold no ill will towards her.
Initial Business Response /* (1000, 5, 2015/02/28) */
Contact Name and Title: [redacted].
Contact Phone: [redacted]
Contact Email: [redacted]
Re Case# [redacted].
The vehicle we worked on , a [redacted] with 266,578km on it was brougt to Vantage Motors by the operator of...
[redacted]. with the instructions to diagnose a difficult to start problem. No appointment, just dropped off, monday late in the day.
The shop representative stated they had spent some time trying to repair it,installing parts but without success.We were requested to find out what was wrong with the car.
We started our diagnosis mid tuesday afternoon and at supper time tuesday evening communicated with the shop owner our progress, we were about 3+hours in at this time, he was made aware of the progress and communicated that we should continue, completely establish the cause of the no start and put the vehicle back in running condition, but do not perform the repair, as he wished to do the repair himself. This is waht we did tuesday evening.
At the conclusion we were asked to suppy the new part , but not install it, this is what we did.
Without the completion of the repair we could not logically state the car was fixed, and we had not repaired at his request.
Our customer, [redacted],was communicated with midway in the process, he authorised us to continue our diagnosing, and was aware of how much time we had spent on the car. If he then communicated the with the complaintant , we do not have any knowledge of.
The car was picked up wednesday, with fresh [redacted] fuel and a new cam position sensor( not installed)
We performed our duty to do what was asked of us with regards to the diagnosis and repair of the [redacted]. Modern cars are not simple, and we had to start with the basics, to be sure that we were thorough in our diagnosis.There are multiple systems that would cause a no or difficult start problem,we examined each one .
At no time were we instructed to stop at any time or dollar amount in our quest to find the intermittant no start issue.
We are confident that we did find the problem, but without allowing us to perform the repair, we could not be certain.
At no time did the vehicle owner have input with our service people,only afterward did she identify herself to our service manager and myself, expressing her displeasure the we had not communicated what the costs would be, when we had already done so to the shop that brought the car here.
What communication transpired between the car owner and [redacted], we cannot comment on, and this is where we feel the car owner is not correct, as we were contracted to perform a diagnosis, come up with a recommendation to solve the problem , which we did - as requested.
Our bill is not out of line, we charged only for time spent on the problem, and included the part to solve the issue. Without any indication tht there was a dollar or time constraint , we did what was asked.To come back afterwards stating we did not do as requested seems in poor judgement.
The car owner made two attempts to get a reduction on the bill,[redacted] We have had no conversation suppmental to the repair with the person/shop that actually contracted us to do the work.
We feel the car owner should have her conversations with that individual.
We stand behind our bill,there will be no reduction in what was billed.
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To be honest, I am completely flabbergasted at this response from Vantage Motors. I am completely astounded. It is a flat out, bold faced lie. [redacted] I will say this again - clearly. There was no communication between Vantage Motors and [redacted] prior to the bill being $600. The first communication in regard to time spent on the vehicle and/or the amount owing was Wednesday morning once the bill was already up to $600. It is a common and courteous practice for service departments to communicate with the customer (regardless of whether they are the car owner or the mechanic who brought the car on her behalf) regarding impending repair charges, and this did not happen in this situation. The operator of [redacted] has since made attempts to contact the General Manager at Vantage Motors to discuss this issue with no call back.
[redacted] In both conversations with the Service Manager and also the General Manager I thanked them for their time, and communicated my concern in a firm and fair manner. [redacted] Due to my disappointment in the lack of customer service, I clearly informed the General Manager that I would be exercising my consumer rights by making an official complaint to [redacted], the Revdex.com, and sharing my story on social media. [redacted]
My request for a portion of the bill to be refunded still stands,[redacted]. My sole purpose at this point is to do what I can to bring awareness to other consumers about my experience with Vantage Motors, and if they are looking for great and honest customer service, they should look elsewhere. [redacted]
Final Business Response /* (4000, 11, 2015/03/23) */
We feel there must be a communication breakdown between our customer ( [redacted]) and the complaintant, as I am the general manager, no attempt by [redacted] hase been made to contact me,and no conversation has been initiated by [redacted] to get a reduction on the bill. [redacted] has spoken to our service advisor after the repair, getting a few details of the work done, and he has subsequently returned the part required to properly repair the car. The invoice was also paid in full by [redacted],with no mention of any request for reduction of cost.
What conversations have been held between [redacted] management and the complaintant , we cannot comment or speak about.
We are suprised that the complaintant continues to persue this matter with Vantage Motors, as we feel that we have done our due dilligence in this situation, and will not be offering our customer, [redacted], any form of discount/refund on the repair.
We, as a reputable business, feel slighted by the actions of the complaintant,who either has not been properly informed by the shop she took her vehicle to ([redacted]), or chooses to ignore the actual course of events that happened between [redacted] and Vantage Motors.
[redacted]
We are not pleased that the complaintant is calling us liars, because this is not in any way correct, we recounted the course of events as it transpired, and she either was not informed by her shop, or chooses to disbelieve what was stated.
We as a business feel that we are being slighted, as the situation as presented to The Revdex.com, [redacted], and on social media sites is far from truthful in it's context.
We stand by our repair,the sequence of events and the costs associated with it.
In this case we will not be offering the requested refund.
We feel badly that the complaintant feels mistreated , and we hold no ill will towards her.