Matt's Automotive Service Center

Initial Business Response /* (1000, 13, 2015/11/18) */
First, I would like to apologize for the late response to this. I just returned to the office a little over a week ago and have been gone since the day after I spoke with [redacted] wife briefly as my wife underwent brain surgery. I had overheard...

my service advisor, Sam speaking with [redacted] wife and he kept telling her over and over that the estimate we prepared them was accurate and that replacing the Astro Start remote batteries resolved the issue that they came in for regarding the Astro Start and she was not ok with it. He asked me to speak with her and I picked up the phone to "I don't want anything from you, but I had the water pump replaced somewhere else for $365" I attempted to tell her that we had quoted her more than just replacing the water pump and also told her that I didn't think it was possible on her vehicle to have a water pump replaced for that kind of money. I told her if she were to call around to reputable repair facilities and get estimates and their warranty and that she would find we are very competitive and have the best warranty in the area. After I said this comment she said she was going to end the call and "obviously I don't care about my customers." I told her I was sorry she felt that way and wished her well. Regarding her visit, the vehicle was brought in for a noise coming from the belt area, our technician verified the concern, pinpointed the noise by listening to the affected area with a stethoscope, then by removing the belt(which takes time), and then putting the vehicle back together. His conclusion was the vehicle needed a water pump, a new serpentine belt(as it has cracking in it), and a idler pulley. The customer was charged for testing for their complaint(which was explained in detail before we start on any vehicle). The other complaint the customer had was the Astro Start remote was inoperative. Our technician tested the remote and the batteries and found the batteries to have near zero voltage in them. He replaced the batteries with 2 new ones and retested the system and it worked properly when it left. The customer never asked for an oil service, nor did we perform an oil service. The customer was also provided a complimentary vehicle state of health inspection free of charge and was provided the results of this along with estimates of other needed areas of maintenance and repair. The customer declined all repairs except the new batteries in the Astro Start remote and picked up the vehicle. Our staff is paid completely on salary, including our technicians and service advisors and no person has anything to gain by telling a customer that they would need anything that isn't needed on their vehicle. We pride ourselves on our staff, our customer service, and our warranty, and have won several awards because of how we treat our staff and customers. I am truly sorry you feel that you were either taken advantage of, overcharged, or treated rudely by my service advisor and myself, but based on the facts, I don't feel myself that these statements are correct. If you would like to stop by or call, I would be happy to speak with you though as we value each and every customer and I would love to show you or explain to you who we are and why we do what we do. Thank you
Initial Consumer Rebuttal /* (3000, 15, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It disheartening to read the responses from Mr. [redacted]. Many of his responses were untrue. He is well aware of what was said and what was done. Success in business cannot be accomplished through unethical and dishonest practices. There is obviously no resolution to our case, as the [redacted] brothers feel they are in the right and we are in the wrong. If they didn't change our oil was does the vehicle have a oil change sticker in the window from Matts Automotive? And we received a reminder for oil change from them in snail mail? also ask them what other checks they did on AstroStart. Thanks
Final Business Response /* (4000, 17, 2015/11/23) */
First, I will try to answer your questions. The service reminder is sent based on your last visit(it does not need to be an oil service) and where our system believes you will be after (x) amount of time. If we have your email, it will be sent out via email to you. If we don't have your email, it will send out a service reminder post card. As far as the oil change sticker being in the window, we dug into this a bit as you WERE NOT charged for one, but I determined that one was done. After speaking with the technician, he remembered the vehicle and he had thought an oil service was on the repair order and had pulled the drain plug in error. So, yes, an oil service was performed, and it is due on the mileage indicated on the sticker. I apologize, but going by the notes in our system, and what you actually paid for, there is absolutely no notes or a receipt for an oil service, so I had to dig into this more. You received this service free of charge, and I apologize for the inconvenience of you not knowing, but the tech didn't inform us that it had happened, by human error, not on purpose. Your receipt states what was done with your remote starter, which is exactly what I stated in the last response. After the batteries were replaced, the system worked properly and worked when the vehicle left, so no further testing was required nor warranted at that time. I also want to clarify for the 3rd time that I am the sole owner of this company, Sam is a service advisor, and that is all. He happens to be a family member, but the comments about the [redacted] brothers have absolutely no bearing nor warrant as I responded to this complaint based on facts, not on feelings. I agree with your comment about success, and that is how our company is ran, not how you are trying to portray it, which is exactly why I explained how our company operates in the last response. Again, like I stated in the last response, I would be more than happy to speak with you in person or over the phone, I apologize for changing your oil by accident and not charging you for it and not having the correct answer regarding this on our first response. I also apologize that you feel the way you feel regarding our company and I would welcome speaking with you in person. Take care and may God Bless you and your family during this holiday season.