Panamerican Motors 5:PM (hours ago)to me Dear [redacted] , I hope this email finds you wellI want to thank you for giving us the opportunity to provide our explanation for the events that originated this complaint [redacted] contacted our shop by phone and spoke to MrS [redacted] the Manager of the shop inquiring about a Maryland Safety State Inspection (Service we provide), and a hitch installation MrS [redacted] explained to him that our shop does not offer hitch installation but we would be happy to assist him with the inspection [redacted] insisted we do the hitch installation, he stated he currently possessed a hitch direct from the manufacturerOur Job is to try to help our clients so we connected with various nearby mechanic shops and body shops to refer the client, but none of our referrals agreed to take this hitch installation jobThe client continued to insist we take the job, assuring us this was a straight from manufactured hitch and that he needed to have this done urgentlyUnder the condition that this was a hitch straight from the manufacturer, we agreed to work on his car.The quote was calculated based on the information received originally by [redacted] The mechanic realized the part was not the original from the manufacturer but a generic after market that requires extra work for installationMrS [redacted] called [redacted] directly to explain this issue and the extra work it entails [redacted] agreed to the terms and insisted we take on the job due to an emergency [redacted] handed MrS [redacted] a booklet with the part and forwarded video via email for the mechanic to view it and install the hitchAfter our mechanic reviewed the material, [redacted] was contacted once again to let him know that according to the installation instructions; we needed to perform some alterations to the frame and this was going to take longer than hrs [redacted] was in agreement to pay whatever it took to get the job doneAfter receiving consent from [redacted] we went ahead and completed the work he requestedThe job took four hoursWhen [redacted] came to pick up his vehicle, he stated to MrS***, "I will not pay this amount because it's too much"We wanted to avoid any further confrontation in regards to [redacted] ’s concerns since the work was already doneWe decided to come to an agreement with [redacted] and let him decide how much he was willing to pay [redacted] stated that he would pay for hours of workAlthough our Mechanic worked on his vehicle for hours, we went ahead and settled with him, taking a lossWe were thoroughly surprised and saddened that [redacted] would make a complaint to your office after the various accommodations that we provided him in his time of needWe take pride in our customer service and we exhausted any resources we had to make his experience with us efficientWe took a loss of hours of labor even after he accepted the terms several times by phone in hopes that he would be happy and satisfied because we strive for customer satisfaction in every interactionPan American Motors has been in business for almost two decadesOur mechanics are honest and we give customers quotes before we start working on their carsThis is only possible because our shop only works with OEM parts or aftermarket quality parts made specifically for each make and model which was not the case in this specific situationAs you can imagine, once the mechanic is working on a car he may encounter issues or challenges that we then have to communicate with our clientsOnce the client is fully aware of the issues and change of costs and they then agree to the new price, we will continue work on their carWe do not surprise our customers with extra costs because that is unethical and we are mindful that customers may not have the resources to pay for the workI hope this information is helpful to you, should you have any additional questions please feel free to contact me directly Best Regards, Aldo S [redacted] President Pan American MotorsBurlington Ave Silver Spring, MDCell: ###-###-####
Panamerican Motors 5:PM (hours ago)to me Dear [redacted] , I hope this email finds you wellI want to thank you for giving us the opportunity to provide our explanation for the events that originated this complaint [redacted] contacted our shop by phone and spoke to MrS [redacted] the Manager of the shop inquiring about a Maryland Safety State Inspection (Service we provide), and a hitch installation MrS [redacted] explained to him that our shop does not offer hitch installation but we would be happy to assist him with the inspection [redacted] insisted we do the hitch installation, he stated he currently possessed a hitch direct from the manufacturerOur Job is to try to help our clients so we connected with various nearby mechanic shops and body shops to refer the client, but none of our referrals agreed to take this hitch installation jobThe client continued to insist we take the job, assuring us this was a straight from manufactured hitch and that he needed to have this done urgentlyUnder the condition that this was a hitch straight from the manufacturer, we agreed to work on his car.The quote was calculated based on the information received originally by [redacted] The mechanic realized the part was not the original from the manufacturer but a generic after market that requires extra work for installationMrS [redacted] called [redacted] directly to explain this issue and the extra work it entails [redacted] agreed to the terms and insisted we take on the job due to an emergency [redacted] handed MrS [redacted] a booklet with the part and forwarded video via email for the mechanic to view it and install the hitchAfter our mechanic reviewed the material, [redacted] was contacted once again to let him know that according to the installation instructions; we needed to perform some alterations to the frame and this was going to take longer than hrs [redacted] was in agreement to pay whatever it took to get the job doneAfter receiving consent from [redacted] we went ahead and completed the work he requestedThe job took four hoursWhen [redacted] came to pick up his vehicle, he stated to MrS***, "I will not pay this amount because it's too much"We wanted to avoid any further confrontation in regards to [redacted] ’s concerns since the work was already doneWe decided to come to an agreement with [redacted] and let him decide how much he was willing to pay [redacted] stated that he would pay for hours of workAlthough our Mechanic worked on his vehicle for hours, we went ahead and settled with him, taking a lossWe were thoroughly surprised and saddened that [redacted] would make a complaint to your office after the various accommodations that we provided him in his time of needWe take pride in our customer service and we exhausted any resources we had to make his experience with us efficientWe took a loss of hours of labor even after he accepted the terms several times by phone in hopes that he would be happy and satisfied because we strive for customer satisfaction in every interactionPan American Motors has been in business for almost two decadesOur mechanics are honest and we give customers quotes before we start working on their carsThis is only possible because our shop only works with OEM parts or aftermarket quality parts made specifically for each make and model which was not the case in this specific situationAs you can imagine, once the mechanic is working on a car he may encounter issues or challenges that we then have to communicate with our clientsOnce the client is fully aware of the issues and change of costs and they then agree to the new price, we will continue work on their carWe do not surprise our customers with extra costs because that is unethical and we are mindful that customers may not have the resources to pay for the workI hope this information is helpful to you, should you have any additional questions please feel free to contact me directly Best Regards, Aldo S [redacted] President Pan American MotorsBurlington Ave Silver Spring, MDCell: ###-###-####