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 To begin with I did not speak to Nathan [redacted] , the manager that was on site was Andrew I did not find out that the compressor was compromised until I went to pick up the car, at that point, I was informed by the manager on site, Andrew, that the A/C was not going to work because the compressor had to be replaced and that it would cost $to do the repair I asked how could that be if they had done a diagnostic analysis and only the A/C high pressure hose was showing up as needing replacement He could not give me a clear answer but did give me the invoice to pay I feel that if you run a diagnostic on a car and will charge me for the analysis it should provide you with an answer regarding repairs This was my second trip to Service First with the same issue, the A/C was not cooling I called Andrew to let him know that I could not afford to pay $to get the compressor repaired and that I was going to check with other shops I also told him that I was very dissatisfied with the service given that a repair was made that did not resolve the issue even after a diagnosis, at that point he offered to credit the labor for the repairs as a goodwill He never said there would be a credit if I got the compressor repaired there Also, he called shortly after that conversation and left me the following voicemail (i have it saved on my phone) "Hi [redacted] this is Andrew with Service First Automotive, I've got an estimate for you here on the A/C to have the compressor replaced on that thing, I've got it worked down where its actually going to be a lot less that what we talked about earlier, um two things the parts and also a little bit of labor I'm going to help you out with, give me a call and I can give the details on that when you have time 281-719- I returned his call and the new price for the repair would be around $- this would be with an aftermarket part - year warranty I am not accusing Service First of sabotaging the part, however, human error is possible The reason why I even went to Service First is because I've taken my cars in for oil changes and have been very pleased with the service I'm not sure what happened with the Compressor but I do know this, I paid $for a repair that included a diagnosis and did not resolve the issue with my car's A/C So, is it fair for me to pay for a repair that did not resolve the issue? I cannot tell Service First how they should handle a customer dispute, I think they should know the meaning of good customer service and what it takes to keep customers satisfied and loyal to your establishment
We offered to apply (credit) the labor for replacing the A/C hose as an act of goodwill when our customer returned to have the compressor replacedWe are more than willing to credit her directly back onto her credit card if she so wishes. In regards, to her request that "we should replace the
compressor because we compromised it" is just plain unfairWe are an automotive repair facility that diagnosis and replaces broken parts on vehiclesWe are not the manufacturer of the vehicle therefore we don't engineer or make the parts for the vehiclesWe simply replace them when they breakThere is an average of 6,parts on a vehicle and each of these parts were made by manEventually all of the parts will fail, one by one, until the vehicle owner chooses not to repair their vehicle and purchase a new one. We recognize that there is a public mistrust of mechanics, rightfully so, I hear stories day in and day out about crooked repair shopsHowever, that is not who we areWe currently service/repair over 2,vehicles per month because our reputation is good and because we never put money before peopleWe have cars lined up to enter our facility and quite frankly don't have the time to remove parts off of a customers car, figure out how to take them apart, sabotage the part, and then reassemble the vehicle with the hope that they will pay more money to fix their car It is our mission to change the image of the automotive service industry. Sincerely,Nathan *** Service First Automotive Centers
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. To begin with I did not speak to Nathan [redacted], the manager that was on site was Andrew. I did not find out that the compressor was compromised until I went to pick up the car, at that point, I was informed by the manager on site, Andrew, that the A/C was not going to work because the compressor had to be replaced and that it would cost $1560.00 to do the repair. I asked how could that be if they had done a diagnostic analysis and only the A/C high pressure hose was showing up as needing replacement. He could not give me a clear answer but did give me the invoice to pay. I feel that if you run a diagnostic on a car and will charge me for the analysis it should provide you with an answer regarding repairs. This was my second trip to Service First with the same issue, the A/C was not cooling. I called Andrew to let him know that I could not afford to pay $1560 to get the compressor repaired and that I was going to check with other shops. I also told him that I was very dissatisfied with the service given that a repair was made that did not resolve the issue even after a diagnosis, at that point he offered to credit the labor for the repairs as a goodwill. He never said there would be a credit if I got the compressor repaired there. Also, he called shortly after that conversation and left me the following voicemail (i have it saved on my phone) "Hi [redacted] this is Andrew with Service First Automotive, I've got an estimate for you here on the A/C to have the compressor replaced on that thing, I've got it worked down where its actually going to be a lot less that what we talked about earlier, um two things the parts and also a little bit of labor I'm going to help you out with, give me a call and I can give the details on that when you have time 281-719-5599. I returned his call and the new price for the repair would be around $1272.00 - this would be with an aftermarket part - 3 year warranty. I am not accusing Service First of sabotaging the part, however, human error is possible. The reason why I even went to Service First is because I've taken my cars in for oil changes and have been very pleased with the service. I'm not sure what happened with the Compressor but I do know this, I paid $312.49 for a repair that included a diagnosis and did not resolve the issue with my car's A/C. So, is it fair for me to pay for a repair that did not resolve the issue? I cannot tell Service First how they should handle a customer dispute, I think they should know the meaning of good customer service and what it takes to keep customers satisfied and loyal to your establishment.
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 To begin with I did not speak to Nathan [redacted] , the manager that was on site was Andrew I did not find out that the compressor was compromised until I went to pick up the car, at that point, I was informed by the manager on site, Andrew, that the A/C was not going to work because the compressor had to be replaced and that it would cost $to do the repair I asked how could that be if they had done a diagnostic analysis and only the A/C high pressure hose was showing up as needing replacement He could not give me a clear answer but did give me the invoice to pay I feel that if you run a diagnostic on a car and will charge me for the analysis it should provide you with an answer regarding repairs This was my second trip to Service First with the same issue, the A/C was not cooling I called Andrew to let him know that I could not afford to pay $to get the compressor repaired and that I was going to check with other shops I also told him that I was very dissatisfied with the service given that a repair was made that did not resolve the issue even after a diagnosis, at that point he offered to credit the labor for the repairs as a goodwill He never said there would be a credit if I got the compressor repaired there Also, he called shortly after that conversation and left me the following voicemail (i have it saved on my phone) "Hi [redacted] this is Andrew with Service First Automotive, I've got an estimate for you here on the A/C to have the compressor replaced on that thing, I've got it worked down where its actually going to be a lot less that what we talked about earlier, um two things the parts and also a little bit of labor I'm going to help you out with, give me a call and I can give the details on that when you have time 281-719- I returned his call and the new price for the repair would be around $- this would be with an aftermarket part - year warranty I am not accusing Service First of sabotaging the part, however, human error is possible The reason why I even went to Service First is because I've taken my cars in for oil changes and have been very pleased with the service I'm not sure what happened with the Compressor but I do know this, I paid $for a repair that included a diagnosis and did not resolve the issue with my car's A/C So, is it fair for me to pay for a repair that did not resolve the issue? I cannot tell Service First how they should handle a customer dispute, I think they should know the meaning of good customer service and what it takes to keep customers satisfied and loyal to your establishment
We offered to apply (credit) the labor for replacing the A/C hose as an act of goodwill when our customer returned to have the compressor replacedWe are more than willing to credit her directly back onto her credit card if she so wishes. In regards, to her request that "we should replace the
compressor because we compromised it" is just plain unfairWe are an automotive repair facility that diagnosis and replaces broken parts on vehiclesWe are not the manufacturer of the vehicle therefore we don't engineer or make the parts for the vehiclesWe simply replace them when they breakThere is an average of 6,parts on a vehicle and each of these parts were made by manEventually all of the parts will fail, one by one, until the vehicle owner chooses not to repair their vehicle and purchase a new one. We recognize that there is a public mistrust of mechanics, rightfully so, I hear stories day in and day out about crooked repair shopsHowever, that is not who we areWe currently service/repair over 2,vehicles per month because our reputation is good and because we never put money before peopleWe have cars lined up to enter our facility and quite frankly don't have the time to remove parts off of a customers car, figure out how to take them apart, sabotage the part, and then reassemble the vehicle with the hope that they will pay more money to fix their car It is our mission to change the image of the automotive service industry. Sincerely,Nathan *** Service First Automotive Centers
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. To begin with I did not speak to Nathan [redacted], the manager that was on site was Andrew. I did not find out that the compressor was compromised until I went to pick up the car, at that point, I was informed by the manager on site, Andrew, that the A/C was not going to work because the compressor had to be replaced and that it would cost $1560.00 to do the repair. I asked how could that be if they had done a diagnostic analysis and only the A/C high pressure hose was showing up as needing replacement. He could not give me a clear answer but did give me the invoice to pay. I feel that if you run a diagnostic on a car and will charge me for the analysis it should provide you with an answer regarding repairs. This was my second trip to Service First with the same issue, the A/C was not cooling. I called Andrew to let him know that I could not afford to pay $1560 to get the compressor repaired and that I was going to check with other shops. I also told him that I was very dissatisfied with the service given that a repair was made that did not resolve the issue even after a diagnosis, at that point he offered to credit the labor for the repairs as a goodwill. He never said there would be a credit if I got the compressor repaired there. Also, he called shortly after that conversation and left me the following voicemail (i have it saved on my phone) "Hi [redacted] this is Andrew with Service First Automotive, I've got an estimate for you here on the A/C to have the compressor replaced on that thing, I've got it worked down where its actually going to be a lot less that what we talked about earlier, um two things the parts and also a little bit of labor I'm going to help you out with, give me a call and I can give the details on that when you have time 281-719-5599. I returned his call and the new price for the repair would be around $1272.00 - this would be with an aftermarket part - 3 year warranty. I am not accusing Service First of sabotaging the part, however, human error is possible. The reason why I even went to Service First is because I've taken my cars in for oil changes and have been very pleased with the service. I'm not sure what happened with the Compressor but I do know this, I paid $312.49 for a repair that included a diagnosis and did not resolve the issue with my car's A/C. So, is it fair for me to pay for a repair that did not resolve the issue? I cannot tell Service First how they should handle a customer dispute, I think they should know the meaning of good customer service and what it takes to keep customers satisfied and loyal to your establishment.