The customer came in to the store requesting a gas filter be replaced, a headlight and have the vehicle's
battery terminals cleaned on a Lincoln Town CarThe vehicle had upwards of 143,miles on it and had been in a week prior for an oil change
First thing on the vehicle that was found while pulling the head light out to replace it, it the head light did not need to be replaced, to which the customer was advisedThe gas filter (appeared rusty) was replaced without any issueWhile cleaning the battery terminals, the vehicle shut offThis is generally a tell tail sign the alternator is under performingThe customer was advised of thisUpon inspection of the alternator, it appeared the alternator was the original alternator in the vehicle (years old)The battery was tested a second time and showed it was under performingThe customer was again advised the alternator was under performing and she was recommended to take the vehicle to her mechanic to verify this and most likely have the alternator replacedThe customer thanked our technicians for their help, paid for her bill, pulled the vehicle out of the store and sat with the vehicle running for approximately minutes on the phone on the side of our building.
We then see two police cars pull up on our lot to which the customer walks over to to speak withI walked outside along with the two managers on the lot to see why the police pulled on to our lotThe police advised the customer any issue she had with us was a civil issue and they couldn't arrest anyone or charge anyone with anythingObviously we're all very confused at this point
I asked what exactly the customer's issue wasThe customer then told us we "caused thousands of dollars in damages to her car"I asked the customer what exactly we did and she said she had come in for her gas filter, a head light and battery cleanedShe said it turned out she didn't need a head light and we disconnected the battery to clean the terminals and "caused thousands of dollars in damages to her car" I asked her how many miles on the vehicle to which she responded "you're not being helpful, do you want me to call my attorney?" I explained to the customer she could call anyone she liked however I wanted to try and rectify her issueI also asked why call the police and not tell us she had an issue first to which the police agreed to which the customer didn't give me a clear answer.
I listened to the customer and she went through what had happened and told me she saw something on the internet that said we caused thousands of dollars in damage to her carI asked her if it was possible the reason she didn't need a head light was her alternator was already malfunctioning and the light that appeared to be no good was actually just fading from a lack of a charge along with the vehicle not performing and she again told me I wasn't being helpfulThe police informed the customer that her license was suspended during all this so she was unable to drive her vehicle off the lot until finding someone else to drive the vehicle for herShe had to be told a few times by the police not to drive the vehicleI told the customer there wasn't anything else we could do for her and she left the vehicle parked on the lot next door until someone else could retrieve the vehicle for her
The customer came in to the store requesting a gas filter be replaced, a headlight and have the vehicle's
battery terminals cleaned on a Lincoln Town CarThe vehicle had upwards of 143,miles on it and had been in a week prior for an oil change
First thing on the vehicle that was found while pulling the head light out to replace it, it the head light did not need to be replaced, to which the customer was advisedThe gas filter (appeared rusty) was replaced without any issueWhile cleaning the battery terminals, the vehicle shut offThis is generally a tell tail sign the alternator is under performingThe customer was advised of thisUpon inspection of the alternator, it appeared the alternator was the original alternator in the vehicle (years old)The battery was tested a second time and showed it was under performingThe customer was again advised the alternator was under performing and she was recommended to take the vehicle to her mechanic to verify this and most likely have the alternator replacedThe customer thanked our technicians for their help, paid for her bill, pulled the vehicle out of the store and sat with the vehicle running for approximately minutes on the phone on the side of our building.
We then see two police cars pull up on our lot to which the customer walks over to to speak withI walked outside along with the two managers on the lot to see why the police pulled on to our lotThe police advised the customer any issue she had with us was a civil issue and they couldn't arrest anyone or charge anyone with anythingObviously we're all very confused at this point
I asked what exactly the customer's issue wasThe customer then told us we "caused thousands of dollars in damages to her car"I asked the customer what exactly we did and she said she had come in for her gas filter, a head light and battery cleanedShe said it turned out she didn't need a head light and we disconnected the battery to clean the terminals and "caused thousands of dollars in damages to her car" I asked her how many miles on the vehicle to which she responded "you're not being helpful, do you want me to call my attorney?" I explained to the customer she could call anyone she liked however I wanted to try and rectify her issueI also asked why call the police and not tell us she had an issue first to which the police agreed to which the customer didn't give me a clear answer.
I listened to the customer and she went through what had happened and told me she saw something on the internet that said we caused thousands of dollars in damage to her carI asked her if it was possible the reason she didn't need a head light was her alternator was already malfunctioning and the light that appeared to be no good was actually just fading from a lack of a charge along with the vehicle not performing and she again told me I wasn't being helpfulThe police informed the customer that her license was suspended during all this so she was unable to drive her vehicle off the lot until finding someone else to drive the vehicle for herShe had to be told a few times by the police not to drive the vehicleI told the customer there wasn't anything else we could do for her and she left the vehicle parked on the lot next door until someone else could retrieve the vehicle for her