Progressive Automotive and Alignment

July 7, 2015Dear [redacted] ,My name is Kelly W [redacted] and I am the office manager/service writer here at ProgressiveI have been here for over years and know the customer(s) (or so I thought) very wellI am writing in response to a letter we received from your office [redacted] called and said his “tail light” had been broken as he had backed into his wife's carI called the parts warehouse and got a price, then proceeded to call [redacted] with an estimate for the “tail light”He gave his approval for the price and I ordered the lightWhen [redacted] dropped the vehicle off I called the supply house and asked them what time the light would be here and they stated it was on back-order and I wouldn't receive it that dayI then let [redacted] know and he picked the vehicle upAt no point in time did [redacted] ask us to verify that the light in question was or was not indeed a “tail light”He came back in when I called and let him know the “tail light” was in and he brought the car backWe proceeded to install the “tail light” as requested by the customerUnaware that the light he was talking about was in the bumperThe light in the bumper in question is considered a parking light or marker light, many of which are just reflectors and are not required by state law to work or be in working condition [redacted] called and proceeded to tell me that the wrong light was installedI apologized not to admit guilt on our end but to be polite and let him know we could look at it again as I do with any customer that has a problemI had no idea how we would have not put in the “tail light” that he requestedThat was my confusion and surprise! Come to find out we DID actually install the light he requested!!! I apologize for any inconvenience to all customers and have a very good repor and relationship with 99.9% of my customersWe are very customer oriented and take great pride in our great customer service and honestyWe did not indeed see any fault on our end as we did exactly what the customer requestedIn light of the confusing situation as a whole, Jeff (the owner) decided to order the parksmarker light and not charge any labor to install the light the customer was actually referring toKeep in mind [redacted] had not even expressed any dissatisfaction at this point [redacted] then picked the vehicle up asked the receptionist what we had charged him forShe then asked Jeff what the charge was and he stated (as he was on the phone with another customer) we gave him the labor and only charged him for the partShe proceeded to explain that to [redacted] and he expressed no problem at that pointHe paid the bill and leftI have attached the work orderWe then got a letter from [redacted] a week later to our surprise and we responded the next dayI have included all documents with this letterThe $more on top of the first light requested was just the price of the second light—absolutely no labor [redacted] is asking for $of which $was the amount of the light HE indeed requestedThe labor to put the light in was $- we did not charge for installation of the second light which is indeed considered a parking lightThe other $is for an entirely different problem which again the customer requested we look intoThe charge for that is we did not spend the entire hour on this problem so it was pro-rated as we saw fitThat shows customer service and honesty in itselfSince [redacted] has also brought up the fact that Jeff walked right by him without saying hello or an I'm sorry, as stated in the response letter to [redacted] Jeff relies on myself and the receptionist to greet and take care of customers on a regulator basis he is very active in the what goes on out in the shop and in calling customers for estimates etcIn fact Jeff was indeed on the phone with a customer when [redacted] picked the vehicle up and he was indeed on his way to the back office to take care of some notes for that particular customer at the timeHe had no idea he had even ignored [redacted] ***As a matter of fact since [redacted] has questioned our honesty and customer service we would like to let you know that we donated $to a CD [redacted] was producing as we often help out charities, fundraisers and other related community eventsSo for him to question our customer service and integrity we feel is a slap in the face to quote [redacted] ***! Really, I think the proof is in the pudding so- to-speak [redacted] is asking for money back above and beyond the light repair that he requestedFact of the matter is [redacted] requested the WRONG LIGHTNeed we say moreI have also included many reviews (one from the ***) as character references! MrW [redacted] has worked hard over years to build and maintain his reputationHe has lived in this town his entire lifePlease know we take this matter very seriouslyOur reputation is built around our customer satisfactionWe have carefully considered this matterWe appreciate your careful consideration in this matter and have never to my knowledge had an issue with the Revdex.com which should further solidify our honesty and integrityPlease feel free to call if you have any other questions or concerns as we have nothing to conceal.Sincerely,Kelly W and Jeff W

August 5, 2015Dear [redacted] ,In the letter dated July 21, 2015, [redacted] stated that “At this point, I don't, I don't expect to receive any compensationI'm just truly disappointed in the way I was treated.” Now, in your latest response, you are seeking partial reimbursement and are finally admitting partial responsibility in the misunderstanding.After years of service and support, you chose the Revdex.com as the forum for your anger, haste and financial frustrationYou have attacked our integrity, ethics and intentionsProgressive Automotive's management shares your sentiment and is extremely disappointed in the way it was treatedThe facts remain the sameThe parts that remain on your car total near $You paid the initial labor fee, so we did not charge for the second labor feeWe assumed a near $dollar loss in labor and the parts that remain on your car you should have to pay for.In hopeful conclusion, we are a family-oriented shop that supports our customers in and out of businessWe choose to discuss misunderstandings on an entirely different forumWe wish you the best in your future automotive service needs.Sincerely,Kelly W and Jeff W

August 5, Dear [redacted] , In the letter dated July 21, 2015, [redacted] stated that “At this point, I don't, I don't expect to receive any compensationI'm just truly disappointed in the way I was treated.” Now, in your latest response, you are seeking partial reimbursement and are finally admitting partial responsibility in the misunderstandingAfter years of service and support, you chose the Revdex.com as the forum for your anger, haste and financial frustrationYou have attacked our integrity, ethics and intentionsProgressive Automotive's management shares your sentiment and is extremely disappointed in the way it was treatedThe facts remain the sameThe parts that remain on your car total near $You paid the initial labor fee, so we did not charge for the second labor feeWe assumed a near $dollar loss in labor and the parts that remain on your car you should have to pay forIn hopeful conclusion, we are a family-oriented shop that supports our customers in and out of businessWe choose to discuss misunderstandings on an entirely different forumWe wish you the best in your future automotive service needs.Sincerely,Kelly W and Jeff W

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I don't see a response from the
business; I only can see the text of my complaint and there is nothing written below where it says, "Response From Business", which leads me to believe that they either did not respond or the text of their response did not make it onto the attached documentRegardless, barring a refund check, I reject the response
Regards,
*** ***

July 7, 2015Dear [redacted],My name is Kelly W[redacted] and I am the office manager/service writer here at Progressive. I have been here for over 17 years and know the customer(s) (or so I thought) very well. I am writing in response to a letter we received from your office. [redacted] called and said his “tail light” had been broken as he had backed into his wife's car. I called the parts warehouse and got a price, then proceeded to call [redacted] with an estimate for the “tail light”. He gave his approval for the price and I ordered the light. When [redacted] dropped the vehicle off I called the supply house and asked them what time the light would be here and they stated it was on back-order and I wouldn't receive it that day. I then let [redacted] know and he picked the vehicle up. At no point in time did [redacted] ask us to verify that the light in question was or was not indeed a “tail light”. He came back in when I called and let him know the “tail light” was in and he brought the car back. We proceeded to install the “tail light” as requested by the customer. Unaware that the light he was talking about was in the bumper. The light in the bumper in question is considered a parking light or marker light, many of which are just reflectors and are not required by state law to work or be in working condition. [redacted] called and proceeded to tell me that the wrong light was installed. I apologized not to admit guilt on our end but to be polite and let him know we could look at it again as I do with any customer that has a problem. I had no idea how we would have not put in the “tail light” that he requested. That was my confusion and surprise! Come to find out we DID actually install the light he requested!!! I apologize for any inconvenience to all customers and have a very good repor and relationship with 99.9% of my customers. We are very customer oriented and take great pride in our great customer service and honesty. We did not indeed see any fault on our end as we did exactly what the customer requested. In light of the confusing situation as a whole, Jeff (the owner) decided to order the parksmarker light and not charge any labor to install the light the customer was actually referring to. Keep in mind [redacted] had not even expressed any dissatisfaction at this point. [redacted] then picked the vehicle up asked the receptionist what we had charged him for. She then asked Jeff what the charge was and he stated (as he was on the phone with another customer) we gave him the labor and only charged him for the part. She proceeded to explain that to [redacted] and he expressed no problem at that point. He paid the bill and left. I have attached the work order. We then got a letter from [redacted] a week later to our surprise and we responded the next day. I have included all documents with this letter. The $75 more on top of the first light requested was just the price of the second light—absolutely no labor. [redacted] is asking for $478.37 of which $325.00 was the amount of the light HE indeed requested. The labor to put the light in was $48.24 - we did not charge for installation of the second light which is indeed considered a parking light. The other $50.21 is for an entirely different problem which again the customer requested we look into. The normal charge for that is 98.45 we did not spend the entire hour on this problem so it was pro-rated as we saw fit. That shows customer service and honesty in itself. Since [redacted] has also brought up the fact that Jeff walked right by him without saying hello or an I'm sorry, as stated in the response letter to [redacted] Jeff relies on myself and the receptionist to greet and take care of customers on a regulator basis he is very active in the what goes on out in the shop and in calling customers for estimates etc. In fact Jeff was indeed on the phone with a customer when [redacted] picked the vehicle up and he was indeed on his way to the back office to take care of some notes for that particular customer at the time. He had no idea he had even ignored [redacted]. As a matter of fact since [redacted] has questioned our honesty and customer service we would like to let you know that we donated $100 to a CD [redacted] was producing as we often help out charities, fundraisers and other related community events. So for him to question our customer service and integrity we feel is a slap in the face to quote [redacted]! Really, I think the proof is in the pudding so- to-speak. [redacted] is asking for money back above and beyond the light repair that he requested. Fact of the matter is [redacted] requested the WRONG LIGHT. Need we say more. I have also included many reviews (one from the [redacted]) as character references! Mr. W[redacted] has worked hard over 30 years to build and maintain his reputation. He has lived in this town his entire life. Please know we take this matter very seriously. Our reputation is built around our customer satisfaction. We have carefully considered this matter. We appreciate your careful consideration in this matter and have never to my knowledge had an issue with the Revdex.com which should further solidify our honesty and integrity. Please feel free to call if you have any other questions or concerns as we have nothing to conceal.Sincerely,Kelly W and Jeff W

August 5, 2015Dear [redacted],In the letter dated July 21, 2015, [redacted] stated that “At this point, I don't, I don't expect to receive any compensation. I'm just truly disappointed in the way I was treated.” Now, in your latest response, you are seeking partial reimbursement and are finally admitting partial responsibility in the misunderstanding.After 16 years of service and support, you chose the Revdex.com as the forum for your anger, haste and financial frustration. You have attacked our integrity, ethics and intentions. Progressive Automotive's management shares your sentiment and is extremely disappointed in the way it was treated. The facts remain the same. The parts that remain on your car total near $400.00. You paid the initial labor fee, so we did not charge for the second labor fee. We assumed a near $100 dollar loss in labor and the parts that remain on your car you should have to pay for.In hopeful conclusion, we are a family-oriented shop that supports our customers in and out of business. We choose to discuss misunderstandings on an entirely different forum. We wish you the best in your future automotive service needs.Sincerely,Kelly W and Jeff W

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 I want partial reimbursement. It's that simple. Put your money where your mouth is.  Yes, the part is still on my car, but that is NOT THE PART THAT NEEDED TO BE REPLACED, and while I will say that I should've said "red, shattered tail-light," let's face it, the word "shattered" is pretty specific; I trusted that you guys could figure out which light was shattered.  And even if you did take a $100 labor hit, which I find quite inflated, it still doesn't really compare with the nearly $600 I paid for this (including 3 trips there just to get the shattered light actually fixed).  You should've charged full price for the correct light and labor and subtracted that from the original mistake, giving me the difference (at the bare minimum, I figured you'd at least not charge me for the final visit; I still would have come out behind, but at least it would've been a good-faith gesture to address the situation). Yes, you would've lost some money on it, but it would've shown some integrity and you would have kept two long-time customers.  I think you know you guys screwed up and are angry I've used this avenue to resolve things. I only went to the Revdex.com only after my letter was answered with basically a, "Yes, I guess we all made some mistakes and we're sorry."  No check fell out of the envelope, and one hour of "free" labor doesn't make up for it.  The apology simply does not ring true. I'm guessing that the obvious quality-control issues there now have been addressed, at my expense. I have never gone to the Revdex.com before, but I truly feel that I was not dealt with fairly. Some reimbursement would end the whole thing.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I...

don't see a response from the business; I only can see the text of my complaint and there is nothing written below where it says, "Response From Business", which leads me to believe that they either did not respond or the text of their response did not make it onto the attached document. Regardless, barring a refund check, I reject the response.
Regards,
[redacted]

August 5, 2015
Dear [redacted],
In the letter dated July 21, 2015, [redacted] stated that “At this point, I don't, I don't expect to receive any compensation. I'm just truly disappointed in the way I was treated.” Now, in your latest response, you are seeking partial reimbursement and are finally admitting partial responsibility in the misunderstanding.
After 16 years of service and support, you chose the Revdex.com as the forum for your anger, haste and financial frustration. You have attacked our integrity, ethics and intentions. Progressive Automotive's management shares your sentiment and is extremely disappointed in the way it was treated. The facts remain the same. The parts that remain on your car total near $400.00. You paid the initial labor fee, so we did not charge for the second labor fee. We assumed a near $100 dollar loss in labor and the parts that remain on your car you should have to pay for.
In hopeful conclusion, we are a family-oriented shop that supports our customers in and out of business. We choose to discuss misunderstandings on an entirely different forum. We wish you the best in your future automotive service needs.Sincerely,Kelly W and Jeff W

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I want partial reimbursement. It's that simple. Put your money where your mouth is.  Yes, the part is still on my car, but that is NOT THE PART THAT NEEDED TO BE REPLACED, and while I will say that I should've said "red, shattered tail-light," let's face it, the word "shattered" is pretty specific; I trusted that you guys could figure out which light was shattered.  And even if you did take a $100 labor hit, which I find quite inflated, it still doesn't really compare with the nearly $600 I paid for this (including 3 trips there just to get the shattered light actually fixed).  You should've charged full price for the correct light and labor and subtracted that from the original mistake, giving me the difference (at the bare minimum, I figured you'd at least not charge me for the final visit; I still would have come out behind, but at least it would've been a good-faith gesture to address the situation). Yes, you would've lost some money on it, but it would've shown some integrity and you would have kept two long-time customers.  I think you know you guys screwed up and are angry I've used this avenue to resolve things. I only went to the Revdex.com only after my letter was answered with basically a, "Yes, I guess we all made some mistakes and we're sorry."  No check fell out of the envelope, and one hour of "free" labor doesn't make up for it.  The apology simply does not ring true. I'm guessing that the obvious quality-control issues there now have been addressed, at my expense. I have never gone to the Revdex.com before, but I truly feel that I was not dealt with fairly. Some reimbursement would end the whole thing.
Regards,
[redacted]