On 11/12/this customer had her vehicle (Mazda, 143,miles) serviced at our facility for an oil change & transmission service .On April 17, (months later) customer came to our shop to speak with the owner and I invited her to come into my office to discuss her concernsShe indicated she had taken her vehicle to a repair shop in Dover, DE to have some work performed and the person working on her vehicle discovered some wetness at the manual transmission fill plugShe was told by this person it was loose and leaked some fluid.Customer indicated he replaced missing fluid and tightened the plug for a charge of $I explained to the customer that if she was having a problem with her vehicle after we performed the transmission fluid service she has the responsibility to return and allow us to inspect and determine the source of the leak,instead she waited for five months, had the vehicle serviced at another facility and then returned requesting a "full" reimbursement for the service performed.I offered the customer a goodwill adjustment of $for the cost of the service at the Dover repair shop, but she insisted we refund her the entire amountI explained that we never afforded the opportunity to inspect or correct the issue and that we had done nothing wrong performing the service and therequested refund was not possible.She was very adamant and refused my offer ....she said "all or nothing".About two hours later, her son came to our business and asked to speak with me about his mother's issue and how I treated his mother.We sat in my office and I listened to his concernsI explained to him that I had treated his mother with the utmost respect and that it was she who refused my offer and remained steadfastly adamant about her request for reimbursement.He then became very mouthy, used considerable profanity, gave me the finger several times at which point I told him the conversation was over and to please leave the buildingHe complied but not without shouting more profanities as he was leaving in front of my customers and receptionist in the waiting room.Both individuals threatened myself and the business how they were very influential people in the neighborhood and they would do everything they could to discourage others from doing business with us.Ms [redacted] has been a very good customer for almost years with no incidents on the vehicle she has brought in for servicing during that time frame.We have very few complaints, less than 1%, about our services or products offered at this businessCustomer service and exceeding the customers' expectations is our number one goal
On 11/12/this customer had her vehicle (Mazda, 143,miles) serviced at our facility for an oil change & transmission service .On April 17, (months later) customer came to our shop to speak with the owner and I invited her to come into my office to discuss her concernsShe
indicated she had taken her vehicle to a repair shop in Dover, DE to have some work performed and the person working on her vehicle discovered some wetness at the manual transmission fill plugShe was told by this person it was loose and leaked some fluid.Customer indicated he replaced missing fluid and tightened the plug for a charge of $I explained to the customer that if she was having a problem with her vehicle after we performed the transmission fluid service she has the responsibility to return and allow us to inspect and determine the source of the leak,instead she waited for five months, had the vehicle serviced at another facility and then returned requesting a "full" reimbursement for the service performed.I offered the customer a goodwill adjustment of $for the cost of the service at the Dover repair shop, but she insisted we refund her the entire amountI explained that we never afforded the opportunity to inspect or correct the issue and that we had done nothing wrong performing the service and therequested refund was not possible.She was very adamant and refused my offer ....she said "all or nothing".About two hours later, her son came to our business and asked to speak with me about his mother's issue and how I treated his mother.We sat in my office and I listened to his concernsI explained to him that I had treated his mother with the utmost respect and that it was she who refused my offer and remained steadfastly adamant about her request for reimbursement.He then became very mouthy, used considerable profanity, gave me the finger several times at which point I told him the conversation was over and to please leave the buildingHe complied but not without shouting more profanities as he was leaving in front of my customers and receptionist in the waiting room.Both individuals threatened myself and the business how they were very influential people in the neighborhood and they would do everything they could to discourage others from doing business with us.Ms*** has been a very good customer for almost years with no incidents on the vehicle she has brought in for servicing during that time frame.We have very few complaints, less than 1%, about our services or products offered at this businessCustomer service and exceeding the customers' expectations is our number one goal
On 11/12/this customer had her vehicle (Mazda, 143,miles) serviced at our facility for an oil change & transmission service .On April 17, (months later) customer came to our shop to speak with the owner and I invited her to come into my office to discuss her concernsShe indicated she had taken her vehicle to a repair shop in Dover, DE to have some work performed and the person working on her vehicle discovered some wetness at the manual transmission fill plugShe was told by this person it was loose and leaked some fluid.Customer indicated he replaced missing fluid and tightened the plug for a charge of $I explained to the customer that if she was having a problem with her vehicle after we performed the transmission fluid service she has the responsibility to return and allow us to inspect and determine the source of the leak,instead she waited for five months, had the vehicle serviced at another facility and then returned requesting a "full" reimbursement for the service performed.I offered the customer a goodwill adjustment of $for the cost of the service at the Dover repair shop, but she insisted we refund her the entire amountI explained that we never afforded the opportunity to inspect or correct the issue and that we had done nothing wrong performing the service and therequested refund was not possible.She was very adamant and refused my offer ....she said "all or nothing".About two hours later, her son came to our business and asked to speak with me about his mother's issue and how I treated his mother.We sat in my office and I listened to his concernsI explained to him that I had treated his mother with the utmost respect and that it was she who refused my offer and remained steadfastly adamant about her request for reimbursement.He then became very mouthy, used considerable profanity, gave me the finger several times at which point I told him the conversation was over and to please leave the buildingHe complied but not without shouting more profanities as he was leaving in front of my customers and receptionist in the waiting room.Both individuals threatened myself and the business how they were very influential people in the neighborhood and they would do everything they could to discourage others from doing business with us.Ms [redacted] has been a very good customer for almost years with no incidents on the vehicle she has brought in for servicing during that time frame.We have very few complaints, less than 1%, about our services or products offered at this businessCustomer service and exceeding the customers' expectations is our number one goal
On 11/12/this customer had her vehicle (Mazda, 143,miles) serviced at our facility for an oil change & transmission service .On April 17, (months later) customer came to our shop to speak with the owner and I invited her to come into my office to discuss her concernsShe
indicated she had taken her vehicle to a repair shop in Dover, DE to have some work performed and the person working on her vehicle discovered some wetness at the manual transmission fill plugShe was told by this person it was loose and leaked some fluid.Customer indicated he replaced missing fluid and tightened the plug for a charge of $I explained to the customer that if she was having a problem with her vehicle after we performed the transmission fluid service she has the responsibility to return and allow us to inspect and determine the source of the leak,instead she waited for five months, had the vehicle serviced at another facility and then returned requesting a "full" reimbursement for the service performed.I offered the customer a goodwill adjustment of $for the cost of the service at the Dover repair shop, but she insisted we refund her the entire amountI explained that we never afforded the opportunity to inspect or correct the issue and that we had done nothing wrong performing the service and therequested refund was not possible.She was very adamant and refused my offer ....she said "all or nothing".About two hours later, her son came to our business and asked to speak with me about his mother's issue and how I treated his mother.We sat in my office and I listened to his concernsI explained to him that I had treated his mother with the utmost respect and that it was she who refused my offer and remained steadfastly adamant about her request for reimbursement.He then became very mouthy, used considerable profanity, gave me the finger several times at which point I told him the conversation was over and to please leave the buildingHe complied but not without shouting more profanities as he was leaving in front of my customers and receptionist in the waiting room.Both individuals threatened myself and the business how they were very influential people in the neighborhood and they would do everything they could to discourage others from doing business with us.Ms*** has been a very good customer for almost years with no incidents on the vehicle she has brought in for servicing during that time frame.We have very few complaints, less than 1%, about our services or products offered at this businessCustomer service and exceeding the customers' expectations is our number one goal