R & F Auto Service

Initial Business Response /* (1000, 6, 2016/08/12) */
***
August 12,
RE: Case # ***: Allison ***
To Whom It May Concern,
On August 9, I called this customer and left a message for her to return
my callShe returned my call on August 10, At this time, I explained to her that I did not believe we properly inspected the vehicle and informed her that I would further investigate the complaintI also explained to her that we do train our technicians to adhere to proper inspection proceduresIn this case I found that the technician did not properly perform the vehicle inspectionDue to this situation, I did terminate the technician's employmentI did apologize several times and inquired to the patron if there was anything I could do to help remedy this unfortunate eventI offered financial remedy including an offer to pay for the brake repair or provide several lube, oil and filter changes at no chargeThe customer informed me that she would deliberate with her husband and call me back
Thank You,
***
Initial Consumer Rebuttal /* (2000, 8, 2016/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a message from ***, as he indicated in his responseI called him back the next day, as it was after business hours when I received the message*** was very polite to talk to, and apologized greatly for the situation that happenedHe stated that is not how he runs his business and that he was horrified that my car was sent out of the shop not being cared for properlyHe explained that is not the way their technicians are trained, and that the technician that worked on my car that day had been terminated
As he stated in his response, he did offer reimbursement for the payment for the brake job/oil changes at no cost/etcMy husband and I discussed it at length as we were not expecting a response like thisI called *** back on 8/15/My husband and I did not feel right accepting payment for the brake jobIt was something that needed to be done anyway, and was an expense we had walked into the appointment that day already expecting to payBecause of how *** handled this situation, we felt comfortable taking our car back to this location, so we decided to take *** up on the offer for oil changes
*** has been very pleasant to work with concerning this matterIn filing this complaint, I honestly wasn't expecting to hear anything from the company - let alone an honest apology and to hear the technician at fault had been firedI am very grateful for how *** has handled this situationHe has taken it very seriously, and took the necessary steps to make sure the individual at fault did not do this again at his shop