Initial Business Response /[redacted]/
Customer originally came in for some welding done a door on a truck he owned. He was extremely aggressive and pushy about having the work done immediately to the point of us having to put other customers aside to accomodate him. He stood...
there as we worked and puhed us to get it done.
The second time he came in, he had a truck towed to our shop, not running. He thought the transmission went out on the truck. Again, we catered to his aggressive demands to get it done right away.
After removing the transmission, diagnosis was made as to what happened to cause the truck to stop running. The transmission appeared to be okay, however, the flex plate, flywheel was broken on the truck. At that time, it was unknown to him or us what caused the flywheel/flex plate to break. We told him that there were more serious issues, such as torque converter going bad or thrust washer in engine that caused it to break. He said its a gamble, but just to replace the flex plate and torque converter as he needed his truck back right away.
He needed the truck back quickly because his other truck was down. We replaced the flywheel/flex plate and torque converter right away for him. We then called him to discuss the possible problems that would have caused the flex plate/flywheel to break. We told him there would be diagostic time required to take apart certain parts to really determine what the cause was. He authorized 4 hours diagnostic time. We called him with a diagnosis. We gave him a price on what the repairs would be.
At that time he would not make any decisions on getting any other work done to fix the issues causing the flex plate/flywheel to break. He called us back after talking with FORD. He had told FORD our diagnosis and FORD said they would fix it cheaper than us. He refused to make any other repairs with us to fix the issues surrounding the flex plate/flywheel. We told him that if he did not fix the problem causing the break, it would break again, therefore voiding warranty, He was fully aware of this.
He came in and refused to pay the whole bill that HE authorized for diagnostic time it took for us to figure out the problem. Because he was throwing a temper tantrum, we allowed him to leave without paying the bill in full. He had his truck towed out of here to FORD. The flex plate had been replaced, but it left here in undriveable condition, without the repairs it needed. His bill with us still remains unpaid.
He was told that because he was not going to make the other repairs needed to fix the cause of the breakage of the flex plate/flywheel, there would be no warranty on the part or labor. He was well informed of this.
He took it to another shop (FORD) who touched it after us, which also voids any type of labor warranty with us if there was a warranty. It is out of our control once it leaves our shop and someone else works on it. We cannot be responsible for his bad choices.
So now, even after all this, even after the bad decisions that were only his to make, he is still looking for a freebie. He authorized all the work we did, he made all the decisions not to make the repairs needed and he towed his truck out of here without paying his bill in full.
The labor warranty with us, if it were in place is only 30 days. It has been almost two months. And he was told there would not be a warranty if he chose not to make the repairs needed.
There may be a warranty through FORD on the flywheel/flex plate. However, there is no labor warranty to handle that with us. He would have to have that replaced through FORD. He is not welcome at our shop again, except to pay his outstanding bill.
As much as we try to help each and every one of our customers, being in the family business for over 50 years, we cannot help people who will not help themselves. Because of the way we were treated by this customer, the way he used us, the way he did not pay his bill in full, the way he refused to do what it took to fix the problems with his truck and the bad decisions he has made KNOWING that unless he made the repairs needed that originally broke the flex plate, that it could happen again, even right away, there is nothing else we can or are willing to do for him. His unpaid bill still remains.
Initial Business Response /[redacted]/
Customer originally came in for some welding done a door on a truck he owned. He was extremely aggressive and pushy about having the work done immediately to the point of us having to put other customers aside to accomodate him. He stood...
there as we worked and puhed us to get it done.
The second time he came in, he had a truck towed to our shop, not running. He thought the transmission went out on the truck. Again, we catered to his aggressive demands to get it done right away.
After removing the transmission, diagnosis was made as to what happened to cause the truck to stop running. The transmission appeared to be okay, however, the flex plate, flywheel was broken on the truck. At that time, it was unknown to him or us what caused the flywheel/flex plate to break. We told him that there were more serious issues, such as torque converter going bad or thrust washer in engine that caused it to break. He said its a gamble, but just to replace the flex plate and torque converter as he needed his truck back right away.
He needed the truck back quickly because his other truck was down. We replaced the flywheel/flex plate and torque converter right away for him. We then called him to discuss the possible problems that would have caused the flex plate/flywheel to break. We told him there would be diagostic time required to take apart certain parts to really determine what the cause was. He authorized 4 hours diagnostic time. We called him with a diagnosis. We gave him a price on what the repairs would be.
At that time he would not make any decisions on getting any other work done to fix the issues causing the flex plate/flywheel to break. He called us back after talking with FORD. He had told FORD our diagnosis and FORD said they would fix it cheaper than us. He refused to make any other repairs with us to fix the issues surrounding the flex plate/flywheel. We told him that if he did not fix the problem causing the break, it would break again, therefore voiding warranty, He was fully aware of this.
He came in and refused to pay the whole bill that HE authorized for diagnostic time it took for us to figure out the problem. Because he was throwing a temper tantrum, we allowed him to leave without paying the bill in full. He had his truck towed out of here to FORD. The flex plate had been replaced, but it left here in undriveable condition, without the repairs it needed. His bill with us still remains unpaid.
He was told that because he was not going to make the other repairs needed to fix the cause of the breakage of the flex plate/flywheel, there would be no warranty on the part or labor. He was well informed of this.
He took it to another shop (FORD) who touched it after us, which also voids any type of labor warranty with us if there was a warranty. It is out of our control once it leaves our shop and someone else works on it. We cannot be responsible for his bad choices.
So now, even after all this, even after the bad decisions that were only his to make, he is still looking for a freebie. He authorized all the work we did, he made all the decisions not to make the repairs needed and he towed his truck out of here without paying his bill in full.
The labor warranty with us, if it were in place is only 30 days. It has been almost two months. And he was told there would not be a warranty if he chose not to make the repairs needed.
There may be a warranty through FORD on the flywheel/flex plate. However, there is no labor warranty to handle that with us. He would have to have that replaced through FORD. He is not welcome at our shop again, except to pay his outstanding bill.
As much as we try to help each and every one of our customers, being in the family business for over 50 years, we cannot help people who will not help themselves. Because of the way we were treated by this customer, the way he used us, the way he did not pay his bill in full, the way he refused to do what it took to fix the problems with his truck and the bad decisions he has made KNOWING that unless he made the repairs needed that originally broke the flex plate, that it could happen again, even right away, there is nothing else we can or are willing to do for him. His unpaid bill still remains.