...⇄ 01/26/16 My name is Jayson F[redacted] and I have been the owner of Red Devil Auto and Fleet Repair for the last 10 years. On or about December 11, 2015 [redacted] called me regarding his 2007 Freightliner with a possible exhaust leak. North of Phoenix on l-17 at some rest area. After speaking with him and his driver and explaining our rates Mr. [redacted] decided to drive the truck to our shop in Glendale, AZ. ln order to find the problem, diagnostic time is required and some disassembly is needed. All of this was discussed with the customer and he authorized us to begin minor disassembly and inspection. We found oil was leaking from turbo on hot and cold sides. Definitely internal turbo failure. We had to remove intake pipes, air filter housing, heat shield, exhaust pipe, etc. to access. Again rates were discussed and the fact that we could not perform an accurate estimate until turbo was removed, exhaust manifold was inspected, and turbo core was inspected. The 2 hours that we billed were significantly less than the actual time we had in the job. At Mr. [redacted] request we took his driver and co-driver to a nearby hotel. (The actual time we had in this estimateis3% hours on truck, 2 hours driving his employees to and from the hotel, plus another hour helping the tow truck driver to hook and remove the truck.) We supplied the drivers with several of our business cards explaining my personal contact information as well as my office information all of which is on the card, including my full name, as it has been for the last 10 years. Once at the hotel the driver explained that they had to wait for Mr. [redacted] to find funds to cover hotel expenses. Once driver was at hotel we began preparing a preliminary estimate on repairs. (Again without removing turbo.) Then we contacted him and discussed cost of replacing turbo, removing and sending out charge air cooler for cleaning and replacing other necessary components related to turbo. We explained to Mr. [redacted] that we would require a 5O% deposit before any repairs were started which is company policy, especially for new and unknown customers. He explained that this is a very expensive and unexpected repair and he would need some time. We agreed to work with him. His driver called and said he had left his wallet in the truck. So after business hours we made a specialtrip back out to the hotel to give the driver the wallet. Driver and co-driver apologized for Mr. [redacted] inability to pay and make decisions. The following morning Mr. [redacted] made the decision to take truck to another repair facility. So again special arrangements were made to pick up the drivers from the hotel. The driver paid a 2 hour diagnostic fee. Parts were boxed up and truck was towed out. We did everything we could to help this customer deal with these repairs but he continued to change his mind about what he wanted to do. When he decided to take the truck to another shop he told us not to do anything more to his truck, which left it unable to be driven, causing a tow truck to be required. These were all decisions he made. We have a successful truck and trailer repair business for over 10 years and have come to understand that no matter how much we try and how much we value our customers we unfortunately cannot please them all. Thank You Jayson Fi[redacted]
To whom it may concern;...
...⇄ 01/26/16 My name is Jayson F[redacted] and I have been the owner of Red Devil Auto and Fleet Repair for the last 10 years. On or about December 11, 2015 [redacted] called me regarding his 2007 Freightliner with a possible exhaust leak. North of Phoenix on l-17 at some rest area. After speaking with him and his driver and explaining our rates Mr. [redacted] decided to drive the truck to our shop in Glendale, AZ. ln order to find the problem, diagnostic time is required and some disassembly is needed. All of this was discussed with the customer and he authorized us to begin minor disassembly and inspection. We found oil was leaking from turbo on hot and cold sides. Definitely internal turbo failure. We had to remove intake pipes, air filter housing, heat shield, exhaust pipe, etc. to access. Again rates were discussed and the fact that we could not perform an accurate estimate until turbo was removed, exhaust manifold was inspected, and turbo core was inspected. The 2 hours that we billed were significantly less than the actual time we had in the job. At Mr. [redacted] request we took his driver and co-driver to a nearby hotel. (The actual time we had in this estimateis3% hours on truck, 2 hours driving his employees to and from the hotel, plus another hour helping the tow truck driver to hook and remove the truck.) We supplied the drivers with several of our business cards explaining my personal contact information as well as my office information all of which is on the card, including my full name, as it has been for the last 10 years. Once at the hotel the driver explained that they had to wait for Mr. [redacted] to find funds to cover hotel expenses. Once driver was at hotel we began preparing a preliminary estimate on repairs. (Again without removing turbo.) Then we contacted him and discussed cost of replacing turbo, removing and sending out charge air cooler for cleaning and replacing other necessary components related to turbo. We explained to Mr. [redacted] that we would require a 5O% deposit before any repairs were started which is company policy, especially for new and unknown customers. He explained that this is a very expensive and unexpected repair and he would need some time. We agreed to work with him. His driver called and said he had left his wallet in the truck. So after business hours we made a specialtrip back out to the hotel to give the driver the wallet. Driver and co-driver apologized for Mr. [redacted] inability to pay and make decisions. The following morning Mr. [redacted] made the decision to take truck to another repair facility. So again special arrangements were made to pick up the drivers from the hotel. The driver paid a 2 hour diagnostic fee. Parts were boxed up and truck was towed out. We did everything we could to help this customer deal with these repairs but he continued to change his mind about what he wanted to do. When he decided to take the truck to another shop he told us not to do anything more to his truck, which left it unable to be driven, causing a tow truck to be required. These were all decisions he made. We have a successful truck and trailer repair business for over 10 years and have come to understand that no matter how much we try and how much we value our customers we unfortunately cannot please them all. Thank You Jayson Fi[redacted]