Metro Tune & Lube

I researched this matter, and the customer gave only verbal permission for the work I will compose an apology and send it to [redacted]

Hello and good morning,
I am responding to the complaint filed belowAfter reviewing this matter with all parties involved, a determination has been madeSpeaking for Metro Tune & Lube, I'd like to start off by mentioning that the customer originally came because the vehicle had
failed emissions, and for an intermittent electrical issueWhile the vehicle was in the first time, we were able to help the vehicle pass emissions, but were unable to recreate the intermittent electrical failureJust before the second visit the customer called in stating that the dash lights were too dim to see, and that the battery was drainingOur electrician was able to determine that the electrical draw was coming from the stereo, and that the stereo was defective and installed incorrectly In efforts to satisfy the customer it was mentioned to him that there would be no charge for the second visitAfter the customer was advised that the stereo was responsible for the battery drain, he insisted that the stereo was fine, and that he installed it himself, and mentioned that he was previously employed as a car stereo install technician, also at which point he insinuated that it had to be something to do with what we've done, despite there being no work being done to under the dash, nor was there any electrical work that would have interfered with the stereoAfter it was mentioned to him that the stereo was installed incorrectly, he became combative and argumentative, and passed the phone to his wife*** *** was very polite and we explained the scenario and she seemed to understand and be accepting of the information given to her.
In reference to the claim that work was performed with our prior consent, I have the intake form with their signature authorizing us to make the necessary repairs to help the vehicle pass emissionsIt is important for me to state that when an electrical failure is intermittent, and the issue is not present at the time of the visit, it is impossible to know what and how to fixOnce the problem was found, the customer seemed offended at the comment that the stereo was bad, despite the wires being held together with electrical tape and not butt connectors, and no bracketry to secure it to the dashThe stereo was literally just sitting in the hole, not secured in anywayI believe that Metro Tune & Lube went above and beyond in this instance, and made it to where there was no chargeWe paid for the Electrician, and did not charge that to the customer because of him being upsetIt seems that not even with our attempt to keep *** *** as a customer by waiving the $Electrician Fee, was he satisfied
In closing I'd like to stay that we value our customers, and we are an organization that prides its self on the level our level of integrityWe do not practice bad business habits, nor do we put our selves in positions in which we could possibly loose a customerI can assure you that every bit if courtesy was extended, and not well received, due to the fact that we did not feel that it would be our responsibility to replace a stereo that has failed due to issues that have everything to do with the faulty install, and not work performed at Metro Tune & Lube
At this point I'd like to say thank your I do appreciate you time and effort in resolving this matter
*** ***
Assistant Service Manager
Metro Tune & Lube*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response received from this company illustrates exactly why the customer became argumentative and "combative" (very poor choice of words, considering it was a PHONE conversation).  The company refuses to accept ANY responsibility for their actions and instead has resorted to bad-mouthing a customer and displaying very poor customer service skills.First of all, the vehicle was initially brought in for an emissions issue - that's it.  There was no "intermittent electrical issue" until AFTER the repairs to the emissions issue were done.  There was never even a mention of an electrical issue upon pickup of the vehicle, just that a lot of testing and reprogramming of the computer had been done so that the vehicle could pass emissions testing.  There is obviously either a MAJOR communication issue within the organization, or shady business practices.  Either way, this should be corrected before another customer is unfairly taken advantage of.Second, there was no authorization to perform repairs to the extent of what this shop did.  Had we known ahead of time that we were going to be paying $400 for an emissions issue, we would have most definitely refused repair and looked elsewhere.  Unfortunately, we were never given that chance as we never received a phone call until the vehicle was ready to be picked up.  The mechanic stated upon vehicle pickup that the initial drive cycle testing was unsuccessful, so they had to contract out to someone else to perform the repairs.  At that point, before the contractor was even called, we should have received a phone call asking for permission to proceed.  We would love to receive a copy of the initial paperwork that we signed, authorizing $400 in repairs to be completed.Third, the stereo in question had been installed four years prior with absolutely no issue whatsoever.  All brackets were in place and the stereo was functioning perfectly fine prior to vehicle drop off.  Upon pick up, it was observed during the drive home that the stereo would not power up at all and the only noise coming from the speakers, even with the stereo powered off, was static.  Later on that evening, as [redacted] was driving home from night classes as she has been doing three to four nights a week since January 2014, she noticed that she had absolutely NO instrument lights visible in the vehicle.  As a result, she could not properly gauge her speed or any other conditions of the vehicle that would have been visible had she been able to see the dash.  This has NEVER been an issue with this vehicle, and only occurred AFTER the repairs were done at this shop for the emissions issue.Finally, as further evidence of the unprofessional nature of this business, the staff claims that the stereo wires were being held together by tape.  If this was the case, why were the wires not simply separated from each other?  Electrical tape is not difficult to remove.  Was it necessary to completely mangle a perfectly good wiring harness?  Attached is a picture of the wiring harness we received when we picked up the vehicle.  The wires were completely cut through and one of the brackets was missing from the stereo.As stated in the initial complaint, a replacement of the stereo was not to be expected.  So why that was even addressed in the reply is very confusing.  What we simply desire is one of two things: Proof of the written pre-authorization for ALL repairs made -OR- a written apology for the unprofessional business practices employed by this company.  Until one of those things is received, this matter will remain unresolved.  Thank you.  
Regards,
[redacted]

I researched this matter, and the customer gave only verbal permission for the work.  I will compose an apology and send it to [redacted].