NorthEastern Transparts

This is Northeastern Transparts' response to the complaintThe originalconversations were between our President, Ron, and the customer who Iwill refer to as "the son.'' Subsequent conversations then took placebetween employee, Wendy, and the son's MotherBoth Ron and Wendy'sresponse are included
here.Ron replies ...The original call I took with the son about his transmission problems wentlike this:He asked what it would cost to repair his standard transmissionI explainedto him I could get a remanufactured transmission for $That wouldbe the most it would costHowever, I explained that if we inspected histransmission, we could possibly repair it for less, but wouldn't know howmuch that would be until it was taken apartThere was no charge for theinspectionHe proceeded to bring his transmission to my facility.After inspection, I called him and informed him that l could repair histransmission for $That would be a savings of $comparedto the remanufactured oneI told him I would need between and weeksto finish itHe said there was no hurry and to call him when it was ready.That indicated that he wanted it doneHe never said to wait for his finalanswer.The transmission was done sooner than expected because the tech fixing itwas able to finish it before he went on vacationThe customer wasinformed the transmission was doneHe then said he didn't give approvaland wasn't going to fix itBecause I may have misunderstood him or hemisunderstood me, I offered to remove my new parts from the transmissionand return it to him the way it came in AT NO CHARGE.As far as the old parts they did not miraculously appearThe technicianhad put them aside for the customer to look at or take homeThe customeris supposed to request the return of his old parts, if he wants them, at thetime of the saleI am required to do so by NYS Motor Vehicle Law whenrequestedWhen parts are not requested, in most cases, we discard them.He did not request themFortunately, the technician did not discard them.These parts are from his transmission and a knowledgeable technician couldverify that.The statement from the Mother about me not giving them their transmissionis UNTRUEIf they want the transmission back repaired, I'm asking$00.00, she is offering $We did not accept her offer.In summary, I am willing to remove my new parts & return the transmissionwith their original parts at NO CHARGEI am also willing to absorb thelabor cost of fixing the transmission, $550.00, and only charge $forthe new parts replaced.Please inform me about the outcome of the complaint.My company has had an outstanding reputation for years and I intend tokeep it that wayThis can be verified through the Revdex.com, Deptof MotorVehicles, Attorney General's office, and AAA.Thank you,Ronald G*** PresidentWendy's reply ..lam Wendy from Northeastern TranspartsI had conversations with thecustomer's Mother regarding her son's transmissionI had to rectify thediscrepancy because the original person, Ron, who originally talked to herson was off for a period of time due to an illnessI don't know why hisMother was the one calling instead of her sonI never talked to her son.My conversation with the Mother was to explain that her son did giveapproval for the repair based on what Ron had told meAt this time webelieved the original parts had been discarded because the technician whorepaired it was on vacation and the parts could not be foundI informed theMother that I would not give back her son's transmission with missing partsand I did not want to take it back apart which would cost me even moremoney she was not prepared to pay forSo if we could not come to anagreement, I would give her the transmission fixedOnce I found the parts,this no longer was necessary, as the option of returning it in the condition itwas brought in was availableIn order to try to help this unhappy customer,I offered to absorb the cost of the labor, which was $550.00, to hopefullycome to a compromiseI didn't feel I had to give her a fixed transmissionfor free when the work was approved in the first placeI thought I wasbeing more than fair considering her son gave consent to fix it and now waschanging his mindShe said she would think about it and call me back.During the week I waited for her call, my technician returned from vacationand had saved her son's original partsHe put them in a place where wedidn't see them while he was off.When she called back I told her I had found her parts and woulddisassemble her son's transmission and give him all his original parts backat no charge if she wantedShe then offered me $for the transmissionin its repaired stateI told her I had twice that much in parts and couldpossibly use them in another jobSo I didn 't accept her offer and it was$as is repaired or I would give it back in the condition it would havebeen in if her son actually said he didn't want it fixed at no charge to herAtthat time she accused me of lying and replacing her parts with someoneelse'sI tried to assure her that we do not lie or have any other transmissionin the building that was the same as her son's so we wouldn't even haveaccess to someone else's partsI stated that we do not do business that way.We are an exceptional repair shop with an impeccable reputation and Iwouldn't do anything to tarnish thatShe threatened me with a lawyer andhung up.I then received a letter from your office with her complaintSince then,they have paid me the $for their repaired transmissionThey picked itup and I gave them their old parts back.I take great pride in working for a company that is based on honesty andintegrity as these are not always words used to describe repair shopsI felt Itried to help them considering her son agreed to have it repaired and thenclaimed he didn'tI receive very few customer complaints and take them allseriouslyI have never in my some years working here ever had to replyto a complaint with the Revdex.com and hope it never happens again.Thank you,Wendy G*** Manager