Royal Service

First I would like to say that [redacted] has been a client for over two years and his wife's family have been my clients for over fifteen years. [redacted] called my cell phone on Sunday July 10th and left a voicemail, I did not listen to my voicemails until Monday. There had been a death in my... wife's family and do not take work calls on Sundays. [redacted] had his car towed to my shop without speaking to me. On Monday when I arrived at my shop his car was there. I was not suppose to be at work on Monday, but do to a death in my wife's family we moved the day we were leaving on vacation to Tuesday, July 12th. When spoke to [redacted] he knew I was leaving on vacation the next day. After checking the car I told [redacted] that I could get the part from two different places, one would have to order the part and I could have it on Tuesday (which would not be there) or the other place could get it that same day but it was $20.00 more, [redacted] decided he did not want to pay the extra $20 so he would wait for the part to be ordered. explained again that I would like to do it on Monday because was leaving and I would like to finish the work myself. told him that I would see if one of the other mechanics could do the work while was gone but could not make any promises. He said it was fine he could wait he did not need the car immediately and he did not want to pay the extra $20. 00.I was due to come back from vacation on July 19th but do to bad weather returned on Wednesday July 20th in the evening. On Thursday, July 21st when arrived at work called and his wife answered I told her the car would be ready.

[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 as Answered]
Complaint: ***
I am rejecting this response because: MrS*** response is inaccurate and mischaracterizes the facts in this transaction.
I’m going to go through MrS***s response paragraph by paragraph and respond accordingly
First Paragraph:
I’m not sure how important it is when MrS*** received my initial phone messageThe data I was presenting was simply that I called him on Sunday (7/10) and left a messageHe of course is welcome to process his phone messages in whatever way choosesI do not doubt that my car arrived at his shop before he got my message.
Second Paragraph:
Again, I’m not sure how important it is when MrS*** decided to leave for vacation or how a death in his family altered is plansI had no idea he was going on vacation until we spoke on the phone Monday (7/11) after my car was at his shop
Third Paragraph:
MrS*** was NOT very clear in explaining the delivery of the parts, the costs, or the estimate on how long it would take to fix when we spoke on Monday (7/11).
First we would not be embroiled in this Revdex.com process if MrS*** had been absolutely clearThe mere fact that I’m writing this response indicates that there was a communication problem in this transactionIf MrS*** had been absolutely clear, I would not have filed a complaint with the Revdex.com
Second, Monday (7/11) was the first phone call when MrS*** and I discussed repairing my car, I had a very difficult time understanding MrS*** because he has a very thick accentUsually I ask my wife to communicate with MrS*** because she can explain the situation in Spanish and there is no miscommunicationHowever, my Spanish is very limited, and on Monday, my wife did not have time to call MrS***I want to make sure that everyone involved in this understands that I am actually a licensed ESOL public school teacherI am a strong advocate for Speakers of Other Languages and both of my children are bilingualDuring our phone conversation it was difficult to understand MrS***, as I just mentioned, because he has a very thick accentIt was hard to understand not just the words, but the meaning of those words, and the message he was communicatingFor example, he said his “apprentice” would be able to fix the car when the part arrivedI wasn’t sure if the word “apprentice” was someone’s name or the word “apprentice.” It was nearly indistinguishableIt wasn’t until I heard the word multiple times that it started to make sense as apprenticeThe next level of miscommunication is what an apprentice is in our culture and how it was being used in our conversationAn apprentice is someone learning a trade, so my thoughts during the conversation were, “Is MrS*** trying to tell me that the other mechanic in his shop is unqualified to handle this repair or is he simple using that moniker to indicate that the other mechanic is not as experienced as him.” This is important because now MrS*** is saying that he “reiterated the fact that [he] said [he] would see if someone could do the work while [he] was gone.” What happened to the apprentice he told me would fix the car when the part arrived? This is not "very clear" communication at the time of our phone call, and it is not clear communication now because it skirts around the problemOn the phone Monday (7/11) who was he telling me would fix the car and what happened to that person? Again the real problem here is he told me someone would work on the car, and no one worked on the car until he got back from vacation.
I want to drive this point home because MrS*** written response is not truthful and this will prove itWhen MrS*** and I spoke on the phone on Friday (7/22) he was upset that no one in his shop fixed my carHe was emotional and explained that he didn’t understand how people could just decide not to work because he was on vacationClearly he was upset because something had gone wrongYet now in this written response MrS*** is telling us that “he would see if someone could fix the car.” Seeing if someone could fix it, introduces a level of doubt that was not expressed on Monday (7/11) in our phone conversationIn our phone conversation he said his apprentice would fix it.
Fourth Paragraph:
On Monday (7/11) during our phone conversation, MrS*** never told me that, “[he] is the only one that has contact with [his] customers.” Additionally, MrS*** did not tell me “[he] would let [me] know if someone could fix the car while [he] was gone.” Again, using “would” and “could” introduces a level of doubt that was simply not expressed on the phone on Monday (7/11).
Fifth Paragraph:
On Monday (7/11) during our phone conversation, MrS*** did not tell me that his shop was closed while he was on vacation.
Second, I have called the shop on numerous occasion in the past and spoken to another personSomeone does answer the phones.
Finally, MrS*** said, "that if the car was not fixed before I left I could not make any promises the car would be repaired while I was away." At no point on Monday (7/11) during our phone conversation did MrS*** use the word "promise." However, he inferred that the car would be fixed within a day or twoBy saying that he could not make a "promise" during our phone conversation on Monday (7/11) he is contradicting himself by saying that he was actually never that certain that the car would be fixed and that he explained that to me, but that was not what was said in our conversation on Monday (7/11)
Sixth Paragraph:
On Monday (7/11) during the phone conversation with MrSheriff, I did not understand that the part would cost $This is almost comical because in the last years that I’ve owned a car, I do not ever recall receiving an estimate that is that specificUsually estimates are rounded to the nearest $50-for car repairs, and are not exactFor MrS*** to quote his service receipt and say that was what his estimate was is simply not factual
However what really strikes me now that I’m looking at the receipt is there were parts needed: a front pulley and a front serpentine beltDuring our phone conversation on Monday (7/11), the only part that was mentioned was the pulleyIf he was so exact with the monetary estimate of the parts, why wasn’t he more exact in itemizing exactly what parts were needed and how much each of those parts would cost?
Finally, MrS*** did say, “I won’t work on that car again.” He went on to say that it requires special toolsHe said this in person when I went to pickup the car on Friday (7/22)The reason I didn’t include this in my initial complaint was because of the way the Revdex.com form is wordedIt says, “Tell us about your problem.” My problem is that my car was sitting in The Royal Service Center garage for days and no one called me to tell me what was going onI could have easily had my car towed to another shop to have it fixed, but the car was locked inside the garage, and no one was available to open the garageI waited until MrS*** said he would be back from vacation, but his plans were changed due to a flight cancellation beyond his controlHe could have called to let me know that his flight was delayed but didn’tMy problem does not include MrS*** unwillingness to fix my car because I will not be using his repair services in the futureThe reason I mentioned this fact in my written response is because it seems like a petty, unprofessional response to a unfortunate situationInstead of hearing that he wouldn't work on my car again, what I would have liked to hear from MrS*** is a willingness to compromise and find some common agreement in how poorly this situation was handled
Seventh Paragraph:
On Monday (7/11) during our phone conversation, MrS*** was not even slightly clear “that if the car was not repaired before [he] left it would probably not be repaired until [he] returned.” Again, this creates a huge contradictionWhy would he be so upset on Friday (7/22) and rant about no one working if he knew when we hung up on Monday (7/11) that no one in his shop would repair my car?
My complaint was filed and one possible solution would be a complete refundMrS*** has introduced new information into each response he was madeSome of this information contradicts his actions, most of it contradicts what I understoodOverall it seems to be untruthful.
If we all step back and try to imagine our friendly family mechanicOur whole family uses his services because he’s a nice honest guyOne day I tow the car there, and the mechanic tells me he’s going on vacation, but the apprentice will fix the carThe mechanic has my phone number, he’s worked on my car beforeI call the next day to see how things are progressing, but there’s no answerI call the next day, no answerThis goes on for daysSo I wait for the mechanic on vacation to come homeI call when he said he’d be back, no one answersTwo days later I get a call and the car is fixedThe mechanic is angry because no one fixed my car and no one at his shop did any work while he was awayThe repair costs more than estimate and is well over a 10% differenceI’m not sure where to startNo car for days, no communication, no choice but to leave the car locked in the garage for daysI ask nicely for a refund, the mechanic takes $of a bill for $It doesn’t seem right that I should have to pay for labor, when there was no service and such poor customer serviceIt doesn't seem right that I should have to pay for parts were more expensive than what I was quotedI look up the Revdex.com, and here we areI don’t want to go back and forth like thisI’ve explained what happened multiple times and MrS*** is changing the facts.
Regards,
*** ***

I am rejecting this response because the facts that *** *** states are not true.First, as I stated prior I did not hear *** ***'s voicemail until after I arrived at work and his car was already thereI went to work to finish up the work that was already there because I would be leaving on vacation on Tuesday, July 12th.Second, I only mentioned the death in my wife's family to explain that I originally would not have been at my shop on Monday, July 11th I would have been on vacation, but due to the death in the family we changed our departure date to Tuesday, July 12th.Third, I was very clear with *** *** on the delivery of the parts and the costAgain I will emphasize the fact that I attempted to fix his car on Monday July 11th before I left on vacation the next dayI was clear that I would be on vacation for a week and made no promises of the car being repaired while I was on vacationClearly I could of never promised *** ***'s car being ready Tuesday, July 12th or Wednesday, July13th, if I would not be there for an entire weekI reiterate the fact that I said I would see if someone could do the work while I was gone but could not guarantee itI was due to be back from vacation on July 19th but actually returned on the July 20th due to a cancelled flightI immediately repaired his car when I returned to work on July 21st and called him immediately after the work was finishedFourth, this is why I told *** *** I wanted to repair his car before I left on vacationI explained clearly that I would be on vacation; I am the only person that has contact with my customersI told him I would let him know if someone could fix the car while I was goneNo one was able to fix it while I was on vacation that is why he did not hear from me.Fifth, I could not respond to the lack of communication because I communicated clearly before I leftI was going on vacation; I own a small shop, which is closed while I am on vacationEven if an apprentice is working they do not communicate with my customersI am the only person that communicates with the customerThere is no one answering phonesI was very clear with *** *** that if the car was not fixed before I left I could not make any promises the car would be repaired while I was away.Sixth, I never gave *** *** a price of $for repairsAs I spoke to *** *** on Monday, July 11th and told him the parts were $403.20, which did not include laborI could never have said $this would not even cover the price of the partsI stated priorly in my response on August 10th that I always give *** *** a discount on labor because of the relationship I have with his wife's family and hmI still gave him an additional discountI never said to *** *** that I did not want to work on his car againWhy did he not mention this on his original complaint?Finally I am very sorry that *** *** is not satisfied with the cost of the repair and feels that I was not professionalI was very clear with my communication of the timing of my vacation and the fact that if the car was not repaired before I left it would probably not be repaired until I returnedI also let *** *** know the price of the parts before I made any repairsHe knew the dates of my travel, which he clearly stated on his original complaintI have given *** *** a fair price and on top of that an additional discountI try to be as reasonable as possible with my customersI cannot give any additional discountI apologize for any misunderstanding.If you have any further questions or need any further information please feel free to give me a call at ###-###-####.Sincerely,Manuel S*** Owner

First I would like to say that [redacted] has been a client for over two years and his wife's family have been my clients for over fifteen years. [redacted] called my cell phone on Sunday July 10th and left a voicemail, I did not listen to my voicemails until Monday. There had been a death in my...

wife's family and do not take work calls on Sundays. [redacted] had his car towed to my shop without speaking to me. On Monday when I arrived at my shop his car was there. I was not suppose to be at work on Monday, but do to a death in my wife's family we moved the day we were leaving on vacation to Tuesday, July 12th. When spoke to [redacted] he knew I was leaving on vacation the next day. After checking the car I told [redacted] that I could get the part from two different places, one would have to order the part and I could have it on Tuesday (which would not be there) or the other place could get it that same day but it was $20.00 more, [redacted] decided he did not want to pay the extra $20 so he would wait for the part to be ordered. explained again that I would like to do it on Monday because was leaving and I would like to finish the work myself. told him that I would see if one of the other mechanics could do the work while was gone but could not make any promises. He said it was fine he could wait he did not need the car immediately and he did not want to pay the extra $20. 00.I was due to come back from vacation on July 19th but do to bad weather returned on Wednesday July 20th in the evening. On Thursday, July 21st when arrived at work called and his wife answered I told her the car would be ready.