Mendoza's Automotive, Inc.

This is Mendoza’s Automotive Inc. addressing ID [redacted].   About this case all we can say is that we apologize that this issue went all the way to you guys. Thank you for given us an opportunity to hear our side of the story.   Customer is upset with Mendoza’s Automotive Inc. because she...

believes we committed a mistake in filling a report with the DOL on her car been wreck and she couldn’t renew her tabs we understand her frustration I as the business manager would be upset if something like this would happen to me, I’m very sorry that this happen to her. Mendoza’s is surprised as well because this has never happened to us in the pass, but I believe we did everything in our hand to assist her with this issue. As soon as we spoke to her about the problem, we check our documents records and we didn’t find any error. We have no records showing that we summited this report about the car been wrecked to the DOL.  Mendoza’s try to reach DOL office the same day that she contacted us, but we could help her that same day because the office in Olimpia WA. was already closed. Customer had to wait until the next day for us to find out what was going on, the next day when we finally reach the DOL office in Olimpia WA.  We discussed the issue about the customer’s car with them, DOL advise us to double check our records just to make sure it wasn’t us the committed this mistake, and once again we check our records to be 100% sure that it wasn’t us that had filled this report in an accident. Once we didn’t find anything about this car in our records, we wrote a letter to the DOL asking them to please correct the mistake that they commit because it was affecting both the customer and ourselves. Once we wrote this letter they fix the mistake, but this took a process that wasn’t in out hands to make it any faster. DOL has not been able to give us an answer why or how this could happen we as well as the customer need an answer from them. Mendoza’s records are clean there in not mistake in our end. Mendoza’s team are always professional, polite, and always ready to serve customer as soon as possible when there is a problem, we do have allot of customers so most of the times we can’t answer the phone in the first call. Sometimes customers must call more than once or wait in line to get help especially in this busy time of the year. We have been in business for more than 12 years, and we have never had a complain about our employees been unprofessional or negligent. Mendoza’s Automotive Inc. is grateful for all this years in business and this wouldn’t be possible if it weren’t thanks to our professional team that we have working with us for years.   Thank you.   Sincerely:   Mendoza’s Automotive Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, I stand by my initial complaint and will not be removing my reviews from public sites. I believe this entire situation should have been handled more professionally from the initial contact. 1. It should never take a customer 5 phone calls to get in touch with someone who can help them, regardless of how busy a business may be. 2. Asking a customer to text you photos to various personal cell numbers is incredibly unprofessional. Especially when the documentation includes personal information, VIN#, license plate #, etc. When the first cell number's "battery died" someone should have called to explain immediately, or provided another option, rather than waiting for the already upset customer to call back yet again. 3.Nobody apologized or expressed any urgency, or understanding of how inconvenient this situation was, and the tone that is now written in the response to the Revdex.com was not the tone I received in my multiple contacts. It should not take a complaint to the Revdex.com to result in basic customer care. 4. Though it's possible that this may be one huge misunderstanding (and I fully understand that it might be), I feel it is unlikely and do not believe that the DOL has a magical, fake report from Mendoza's, but that Mendoza's likely lost the record (or cannot say they found it due to legal liability for a false report). There has been no ownership over the inability to locate the same report that the DOL has on file.Lastly, I was the person who was able to resolve this with the DOL. They researched and resolved the issue before even receiving the letter from Mendoza's. Again, I will never do business here and will discourage my friends who live in surrounding areas to avoid Mendoza's as a result of my experience. I understand nothing more can be done and will call this resolved.
Sincerely,
[redacted]