Master Auto Repair

This customer is one of my wholesale body shop accounts He asked me for a price on tires not knowing what exact size was on the vehicleI looked up the tire size in my software and found the correct sizeThat evening he called me back and told me to order the tires (He got at a discounted price)I was extremely busy that day and look up and ordered the wrong size by mistakeThe car was on the parking lot Monday morning He and his wife let my service manager know what the problem was in a very rude manner and asked him what we are going to do about itHe assured them that we will gladly take care of it immediately as we made a mistakeHe also explained that the tires would have to be ordered from the warehouse located in St Louis and would be here in the afternoon With him being in the automotive business one would thing that he would understand mistakes happen?? I talked to her husband in the am apologized for the mix up and told him the same thingWe will make it right I then received a phone call from his wife YELLING and SCREAMING at me on the phoneI assured her that we would have her car done as quickly as possible when the tires arrivedShe kept telling me she doesn’t understand? That she wanted her car back I AGAIN told her we will have her car ready as soon as we receive the tiresThen she hung up on me!! The tires arrived at 1:pmVehicle was done and finished by 2: Called the customer and told him the car was finished He then stopped by to pick up the keys and demanded a refund I again apologized and offered him TWO FREE Oil changes worth $of service He accepted and didn’t pick up the vehicle until well after 5: 00pm [redacted] Owner

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Contact Name and Title: [redacted] Owner/Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @masterautoandtire.com To whom it may concern, The customer in question came in a few days before the oil change, with a horrible smell in her car and ask if we could find it, [redacted] went out and found a pack of rotted chicken and flies all over in her car, [redacted] removed the chicken for her and threw it in our dumpster and we had to smell it all week.(NO CHARGE) never even said thank you She then asked for a price on her inner fender well that was missing, [redacted] called her back and gave her the price of for the part plus labor depending on how long it takes to install it,she came in and had that work done that came to $that she was told it would be when we called and informed her that her oil change was over due and her transmission fluid was dirty and needed a flush, and informed her that her CV boot on her axle was leaking and needed replaced and her air filter was dirty.She declined the repairs and said to do the oil change while we had itWe topped off all her fluids, drained her oil, checked the air in her tires and went to remove her plastic oil filter housing to replace the paper oil filter inside ( that most shops don't change because you can't see them)and it wasn't wanting to come off after several tries with several different tools, so we called the customer like we always do if there is a problem to inform them that if we keep trying to get this off it could break it probrably wont but it could, I've been in this business years and have always informed people of any incodents with thier vehicles so there is no surprises,she then started yelling at [redacted] saying leave it alone she will take it back to who did it last( so far all three times [redacted] dealt with this lady [redacted] said she was sarcastic and loud) [redacted] informed her that we would have to put qts of oil in the car so she could drive it back to the other shop where the customer proceeded to yell that if we charge her for that oil she will never come back here again and so on I called [redacted] at St,Louis Hills automotive and told him the situation about the oil filter and he said (Ya I KNOW HER) She then showed up to get the car and as [redacted] was explaining her bill to her she started being sarcastic saying you better not have charged me for that oil, and then is when I stepped in and said ma'am why do you think we shouldn't charge you for the oil and she yelled and pointed at me and said as a coutesy thats why and I'm not paying for it, So at that point I lost for labor and for the oil so a total of plus tax to a sarcastic very negative person that I've never seen in my life and I have been here years with thousands of regular customers and the best reputation for honesty and fixing cars corectly, the Department of natural resources of the state of Missouri recomend us to people to fix emissions problems on cars for state inspectionsSo I decided this isn't the kind of person I need around my business or around my employees, I nicely told her ma'am from now on just keep going to the shop down the street we don't want you as a customer and I walked away, she then said your a real ***,I then turned around and said know we are a small business and we can't afford to give things away for free And as far as anything that was said by [redacted] at St.Louis Hills I could care less I know of there reputation in the nieghborhood and is [redacted] going to take responsability for the customers tow bill and repair or even an accident when her axle breaks do to no grease in her cv joint or when her transmission goes out or starts slipping prematurely, we only tell customer what they need and give them a price on the items needed we dont push ,lie or try to hard sell anyone, and we actualy perform all the work the customers are charged for unlike a lot of other shops around here So to make a long story short I will not give her a refund, she is not welcome back in our shop and if anything she should be a lady and apolagize to [redacted] for the way she treated and acted to her three seperate times and pay me the plus tax for our oil and our time and labor that I took off for her, and as far as her telling her friends it's a free country and if her friends are like her I dont want them as customers either, sorry for being so blunt but this is a rediculous complaint, from someone very bored And our reputation should not be tarnished by this complaint.And should not be put on any Revdex.com website or any other website and if it is I will consider it slander Thanks [redacted] XXX-XXX-XXXX

This customer is one of my wholesale body shop accounts. He asked me for a price on tires not knowing what exact size was on the vehicleI looked up the tire size in my software and found the correct sizeThat evening he called me back and told me to order the tires (He got at a discounted
price)I was extremely busy that day and look up and ordered the wrong size by mistakeThe car was on the parking lot Monday morning He and his wife let my service manager know what the problem was in a very rude manner and asked him what we are going to do about itHe assured them that we will gladly take care of it immediately as we made a mistakeHe also explained that the tires would have to be ordered from the warehouse located in St Louis and would be here in the afternoon. With him being in the automotive business one would thing that he would understand mistakes happen?? I talked to her husband in the am apologized for the mix up and told him the same thingWe will make it right I then received a phone call from his wife YELLING and SCREAMING at me on the phoneI assured her that we would have her car done as quickly as possible when the tires arrivedShe kept telling me she doesn’t understand? That she wanted her car back I AGAIN told her we will have her car ready as soon as we receive the tiresThen she hung up on me!! The tires arrived at 1:pmVehicle was done and finished by 2:00. Called the customer and told him the car was finished He then stopped by to pick up the keys and demanded a refund. I again apologized and offered him TWO FREE Oil changes worth $of service. He accepted and didn’t pick up the vehicle until well after 5: 00pm ** *** Owner

Complaint: [redacted]
I am rejecting this response because:  My husband was the one that called in the morning. I wasn't even with my husband. He talked to the guy that opened the business that morning and also talked to Ed after he arrived .Ed gave a bunch of excuses of why he made the mistake. There wasn't anything rude about the conversation only discussion about how it happened. I did call in frustration for lack of having my car usage for several days. I needed things out in a reasonable time due to his lack of obtaining new tires. Instead of making the problem better he was screaming at me. I then asked for my car back with my old tires back on it if they didn't have the new ones in yet. He refused to put my tires back on my car. I found out later that it was because he already disposed of them. I realized that he wasn't going to return my car in the way I gave it to him and I did hang up the phone because I was not going to be talked to in the manner he was screaming at me. I personally wouldn't trust him to change my oil properly with knowing how they can order the wrong tires and place them on my car and nobody could notice the issue. My husband accepted the coupons just to not have any more conflicts with him.  The car was left on their property until my husband could pick it up because I didn't feel safe to walk on his property with his hostile response to my frustration.I would think an owner would handle an upset customer in a more civilized manner. If I was the business owner and made the mistake I would have sent someone after the tires so I wouldn't wait for the normal delivery to not inconvenience anymore then they already were.  
[redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: [redacted] Owner/Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@masterautoandtire.com
To whom it may concern,
The customer in question came in a few days before the oil change, with a horrible smell...

in her car and ask if we could find it, [redacted] went out and found a pack of rotted chicken and flies all over in her car, [redacted] removed the chicken for her and threw it in our dumpster and we had to smell it all week.(NO CHARGE) never even said thank you.
She then asked for a price on her inner fender well that was missing,[redacted] called her back and gave her the price of 150.00 for the part plus labor depending on how long it takes to install it,she came in and had that work done that came to $244.30 that she was told it would be when we called and informed her that her oil change was over due and her transmission fluid was dirty and needed a flush, and informed her that her CV boot on her axle was leaking and needed replaced and her air filter was dirty.She declined the repairs and said to do the oil change while we had it. We topped off all her fluids, drained her oil, checked the air in her tires and went to remove her plastic oil filter housing to replace the paper oil filter inside ( that most shops don't change because you can't see them)and it wasn't wanting to come off after several tries with several different tools, so we called the customer like we always do if there is a problem to inform them that if we keep trying to get this off it could break it probrably wont but it could, I've been in this business 29 years and have always informed people of any incodents with thier vehicles so there is no surprises,she then started yelling at [redacted] saying leave it alone she will take it back to who did it last( so far all three times [redacted] dealt with this lady [redacted] said she was sarcastic and loud) [redacted] informed her that we would have to put 4 qts of oil in the car so she could drive it back to the other shop where the customer proceeded to yell that if we charge her for that oil she will never come back here again and so on.
I called [redacted] at St,Louis Hills automotive and told him the situation about the oil filter and he said (Ya I KNOW HER).
She then showed up to get the car and as [redacted] was explaining her bill to her she started being sarcastic saying you better not have charged me for that oil, and then is when I stepped in and said ma'am why do you think we shouldn't charge you for the oil and she yelled and pointed at me and said as a coutesy thats why and I'm not paying for it, So at that point I lost 15.90 for labor and 10.31 for the oil so a total of 26.21 plus tax to a sarcastic very negative person that I've never seen in my life and I have been here 23 years with thousands of regular customers and the best reputation for honesty and fixing cars corectly, the Department of natural resources of the state of Missouri recomend us to people to fix emissions problems on cars for state inspections. So I decided this isn't the kind of person I need around my business or around my employees, I nicely told her ma'am from now on just keep going to the shop down the street we don't want you as a customer and I walked away, she then said your a real [redacted],I then turned around and said know we are a small business and we can't afford to give things away for free.
And as far as anything that was said by [redacted] at St.Louis Hills I could care less I know of there reputation in the nieghborhood and is [redacted] going to take responsability for the customers tow bill and repair or even an accident when her axle breaks do to no grease in her cv joint or when her transmission goes out or starts slipping prematurely, we only tell customer what they need and give them a price on the items needed we dont push ,lie or try to hard sell anyone, and we actualy perform all the work the customers are charged for unlike a lot of other shops around here.
So to make a long story short I will not give her a refund, she is not welcome back in our shop and if anything she should be a lady and apolagize to [redacted] for the way she treated and acted to her three seperate times and pay me the 26.21 plus tax for our oil and our time and labor that I took off for her, and as far as her telling her friends it's a free country and if her friends are like her I dont want them as customers either, sorry for being so blunt but this is a rediculous complaint, from someone very bored.
And our reputation should not be tarnished by this complaint.And should not be put on any Revdex.com website or any other website and if it is I will consider it slander.

Thanks [redacted]
XXX-XXX-XXXX