Mark Lawrence Photographers, Inc.

Initial Business Response /* (1000, 5, 2015/07/22) */
To whom it may concern
Re: [redacted] Case #[redacted]
The customer in question originally came to us with his ten to twelve year old [redacted] with unknown high mileage on it and 34" tires on it(extremely large off road "mudding" tires)...

asking us to replace an axle seal. We told him those tires were too large for his vehicle. He came back with approx. 30" tires on his vehicle which we still deemed too large for the truck.
The first seal we put in was ruined when we put it in, so we ordered another one which we didn't charge him for and that seal leaked as well. We then realized it needed a special tool which we made for the third attempt at putting the seal in and it worked at getting the seal in and didn't leak right away but it did later. The carrier and pin were worn from the size of the tires that are on the vehicle, as it's an old truck AND it has tires on it too big for it. We weren't hammering on any seal, we were hammering on the tool.
Mr. [redacted] talked to both technicians before talking to the owner where ** tried to explain we couldn't do the job and to come get his money back. Before he could finish Mr. [redacted] hung up and refused communication with us to resolve the matter.
The point here is that just fixing the seal wasn't going to remedy his problem. Our technicians are professional and courteous to all clients. We have well over 10 hours of labour plus parts into this already, which at $** an hour, you can do the math.
[redacted]. We'd rather see a customer leave happy and keep them coming back.
We would like Mr. [redacted] to come get his money back so we can be done with this matter. We do not want his $[redacted].** or to do any further work on his vehicle. He has more than just a seal as a problem in his vehicle that was not caused by us. We will be not fixing anything further as this matter has already consumed enough of our time and effort.
Just let us know when he wants to pick up the cheque.
Thank you,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 12, 2015/09/02) */
To whom it may concern:

To prevent any verbal confrontation I prefer to have my cheque mailed to me.

[redacted]

Regards,
[redacted]
Final Business Response /* (4000, 17, 2015/09/28) */
We've mailed the cheque.
Final Consumer Response /* (2000, 19, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)