Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napleton.com
I did speak to [redacted] after he was informed by our service advisor [redacted] that more parts and labor would be needed to repair his car. [redacted]...
and our technician had reviewed the situation with me before [redacted] made that call. I informed [redacted] of the new quote and that this could not of been for seen until teardown had occurred. I let him know that we had already made every attempt to get the seized components separated so the job could be finished at our original estimate. Unfortunately, both axles are seized at the hubs. He said that was a lot to think about and he would call me back. We talked about the needed repair multiple times after that, each time [redacted] declined the work needed to complete it, even when I informed him many times that we were not charging him for any of the extra time spent trying to free up the axles. Last Friday, 08/14/2015, he said he would be here at 2:30. He did not show up. Last week he told me another shop was going to do the work and he wanted to take his car out. I informed him that if he was going to do that, he should have it towed from here in its torn down condition saving the time and expense of having us put it back together and the other shop taking it apart again. He declined that demanding that we reassemble it at no charge. I informed him that we could not release the car without any charges, I reduced our labor rate from $140.00 per hour to $100.00 per hour and informed him that his total would be $500.00 to reassemble it and that was just for our basic work including the initial dissassembly, none of the hours we had spent trying to release his two axles were included, we would absorb that expense. Keep in mind that during this whole time we kept his car in our shop hoping he would come in to see what we were trying to explain to him. Instead, he or someone he asked, came into our shop after closing time to take some photos of the car when no one from our service department was in the building. If he would have asked us about photos we would have invited him to come in any day before 6pm to take as many photos as he needed or we would have taken them for him and sent them to him via email. So in closing, we can't reduce our pricing any lower than what we already have for [redacted]. Since he did not show up on Friday we partially assembled the car to roll it out of our shop waiting for him to come in.
Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@napleton.com
I did speak to [redacted] after he was informed by our service advisor [redacted] that more parts and labor would be needed to repair his car. [redacted]...
and our technician had reviewed the situation with me before [redacted] made that call. I informed [redacted] of the new quote and that this could not of been for seen until teardown had occurred. I let him know that we had already made every attempt to get the seized components separated so the job could be finished at our original estimate. Unfortunately, both axles are seized at the hubs. He said that was a lot to think about and he would call me back. We talked about the needed repair multiple times after that, each time [redacted] declined the work needed to complete it, even when I informed him many times that we were not charging him for any of the extra time spent trying to free up the axles. Last Friday, 08/14/2015, he said he would be here at 2:30. He did not show up. Last week he told me another shop was going to do the work and he wanted to take his car out. I informed him that if he was going to do that, he should have it towed from here in its torn down condition saving the time and expense of having us put it back together and the other shop taking it apart again. He declined that demanding that we reassemble it at no charge. I informed him that we could not release the car without any charges, I reduced our labor rate from $140.00 per hour to $100.00 per hour and informed him that his total would be $500.00 to reassemble it and that was just for our basic work including the initial dissassembly, none of the hours we had spent trying to release his two axles were included, we would absorb that expense. Keep in mind that during this whole time we kept his car in our shop hoping he would come in to see what we were trying to explain to him. Instead, he or someone he asked, came into our shop after closing time to take some photos of the car when no one from our service department was in the building. If he would have asked us about photos we would have invited him to come in any day before 6pm to take as many photos as he needed or we would have taken them for him and sent them to him via email. So in closing, we can't reduce our pricing any lower than what we already have for [redacted]. Since he did not show up on Friday we partially assembled the car to roll it out of our shop waiting for him to come in.