Dear Ms***We are in receipt of your letter dated July 11, in which *** *** describes a customer service interaction that she believes was handled incorrectlyWhile there are several complaints contained within the letter, I will attempt to keep our response brief so as not to
further escalate the situation.*** *** *** is the mother of *** who came to us earlier in the day of July 8, asking for an immediate replacement of her broken key which was integrated into her key fobSince the key and key fob have an integrated design the only option was to try and cut a replacement key or order a new key direct from General MotorsWe do not have the machine onsite to accommodate such a repairI was able to obtain a local resource who assured me they had the materials and equipment to facilitate the replacement, which I provided to Mrs***Unfortunately, when Mrs*** arrived at the other facility they were not able to complete the request.At approximately 5:00pm on Friday July 8, *** *** drove recklessly into our service driveShe approached my employee in the service drive screaming and yelling profanitiesOur General Manager Rocky C*** was the first supervisor to approach Ms*** and informed her that if she didn't change her language, we would no longer be having a conversation and she would be free to leaveMs*** continued demanding another key and continued to question why they were sent to another facilityI heard the discussion in the service drive and approached Ms*** explaining that I had spoken with her mother earlier in the dayShe proceeded to make accusations that she and her mother had been lied to and wasted their time on a trip to the other facilityI informed her that she would not been sent to another facility if I had been told they couldn’t help or if we could replace the key using our equipmentAt that time, Ms*** made several phone calls to her mother and the other facility defaming our company in a loud manner while we attempted to find another solutionOur General Manager, Rocky, thought to swap her key with another one we had on-site to see if that would correct the problemIt had a ’'50/chance of working” (according to our technician) and would provide a temporary fix if the key swap would function once switchedWe approached *** with the repair opportunity and she accepted, instead of ordering a replacement key that was originally requestedAlthough a repair of this depth required the time of a master technician, we were able to reduce the cost to Ms*** from the repair cost of $to $Additionally, we applied Ms***’s reward points to reduce the bill even further to $plus tax***'s final bill was less than $20, which we find to be minimal compared to the charges that would apply for this type of repairHowever, it was also stressed to Ms*** that the repair was a temporary fix and that a new key would need to be ordered then programmed to the vehicle to provide a more permanent solution.During our interaction, I did not observe any of our employees being rude, lying or acting disrespectful to either of the *** womenOn the contrary, the only ones raising their voices and yelling profanities were the ones wanting helpThat type of behavior doesn’t usually breed a helpful response, but puts people on the defensive to try and stabilize the situationI believe our employees acted calmly throughout the interaction and came up with a solution to a problem that was not originally asked for, while maintaining their composureThe repair we made was done on an emergency basis late on a Friday afternoon and the thanks we received was several blasting negative reviews on any website Ms*** could log onto that evening including Yelp and FacebookShe even created a name to defame our character (*** ***) and up-vote any previous customer complaints that were posted, shedding new light on old wounds we had already resolvedAfter this situation with the disrespectful manner our employees were treated, it may be better for both parties to suspend their business dealings with one another and reevaluate future interactions.At Your Service,Martin C***, Jr
Dear Ms***We are in receipt of your letter dated July 11, in which *** *** describes a customer service interaction that she believes was handled incorrectlyWhile there are several complaints contained within the letter, I will attempt to keep our response brief so as not to
further escalate the situation.*** *** *** is the mother of *** who came to us earlier in the day of July 8, asking for an immediate replacement of her broken key which was integrated into her key fobSince the key and key fob have an integrated design the only option was to try and cut a replacement key or order a new key direct from General MotorsWe do not have the machine onsite to accommodate such a repairI was able to obtain a local resource who assured me they had the materials and equipment to facilitate the replacement, which I provided to Mrs***Unfortunately, when Mrs*** arrived at the other facility they were not able to complete the request.At approximately 5:00pm on Friday July 8, *** *** drove recklessly into our service driveShe approached my employee in the service drive screaming and yelling profanitiesOur General Manager Rocky C*** was the first supervisor to approach Ms*** and informed her that if she didn't change her language, we would no longer be having a conversation and she would be free to leaveMs*** continued demanding another key and continued to question why they were sent to another facilityI heard the discussion in the service drive and approached Ms*** explaining that I had spoken with her mother earlier in the dayShe proceeded to make accusations that she and her mother had been lied to and wasted their time on a trip to the other facilityI informed her that she would not been sent to another facility if I had been told they couldn’t help or if we could replace the key using our equipmentAt that time, Ms*** made several phone calls to her mother and the other facility defaming our company in a loud manner while we attempted to find another solutionOur General Manager, Rocky, thought to swap her key with another one we had on-site to see if that would correct the problemIt had a ’'50/chance of working” (according to our technician) and would provide a temporary fix if the key swap would function once switchedWe approached *** with the repair opportunity and she accepted, instead of ordering a replacement key that was originally requestedAlthough a repair of this depth required the time of a master technician, we were able to reduce the cost to Ms*** from the repair cost of $to $Additionally, we applied Ms***’s reward points to reduce the bill even further to $plus tax***'s final bill was less than $20, which we find to be minimal compared to the charges that would apply for this type of repairHowever, it was also stressed to Ms*** that the repair was a temporary fix and that a new key would need to be ordered then programmed to the vehicle to provide a more permanent solution.During our interaction, I did not observe any of our employees being rude, lying or acting disrespectful to either of the *** womenOn the contrary, the only ones raising their voices and yelling profanities were the ones wanting helpThat type of behavior doesn’t usually breed a helpful response, but puts people on the defensive to try and stabilize the situationI believe our employees acted calmly throughout the interaction and came up with a solution to a problem that was not originally asked for, while maintaining their composureThe repair we made was done on an emergency basis late on a Friday afternoon and the thanks we received was several blasting negative reviews on any website Ms*** could log onto that evening including Yelp and FacebookShe even created a name to defame our character (*** ***) and up-vote any previous customer complaints that were posted, shedding new light on old wounds we had already resolvedAfter this situation with the disrespectful manner our employees were treated, it may be better for both parties to suspend their business dealings with one another and reevaluate future interactions.At Your Service,Martin C***, Jr