Rural Water District 13

Complaint: [redacted] The excessive charges were not approvedI went to your shop and was dissatisfied with the poor diagnostic techniqueI asked to abort the repair but was assured by [redacted] [redacted] (shop foreman) that the work would be completed by qualified technicians and that he would make the labor charges right by not charging for the wasted timeThe RV was moved after multiple phone calls to [redacted] (service manager) went unreturnedA good faith offer on extortion is not a good faith offer No good faith was offered until the RV was removed and it was removed because my calls were ignoredThe automotive industry uses a standard for the billing of labor, which rewards skill and efficiency Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:There where no interpreter mistakes, I personally called 2-times during that thus time frameI was told several times it would be here next dayI totally under cutoff times, maybe it's training our personal on how things work around there and their time frameI had to file a complaint with with Freightliner Corp with *** ref # *** to get some concrete answer on thus issueI have worked in Retail Banking for years and the last in Management, if I lashed out like you did and not listen to your customers and understand we have some training issue and communication issue you will fail as businessYou did the least and not charged me the freight! "Customers don’t expect you to be perfectThey do expect you to fix things when they go wrong." ~ Donald PorterRegards,
*** ***

The morning of Friday 8-4-the customer was given a price and availability to replace the hood on his unit and at that time the Dallas warehouse had stockThe customer did not approve the repairs until after 5:30pm that afternoon which was well after the order cutoff timeThe order was placed
on Monday 8-7-but the Dallas warehouse no longer had the part in stock and it was shipped from next closest warehouse with stock which was Memphis Tennessee, the customer was informed of the change and that we should have the part Wednesday or ThursdayWe received the part the morning of 8-10-and our technician stayed late so we could get the unit out the same dayThe customer misunderstood what he was told (maybe because we had to use an interpreter) and thought the freight charge was for overnight but there is no way to overnight a hood although we do sometimes get them the next day if the Dallas warehouse has the part in stockWe did apologize for any confusion about the timeline and explained why the part could not be ordered on Friday and where the part was coming fromWe are very sorry the customer is unhappy about the extra time it took but the customers delay in giving us approval to proceed was the sole reason for the wait but as goodwill gesture we did discount the labor and absorbed the freight charges

Freightliner of Austin did make engine repairs to the unit in question and those repairs are complete and functioning properly. This unit is in very un-kept condition from bumper to bumper due to what appears to us to be a total lack of maintenance, from broken out windows to bumpers being held on...

by rubber bungie cords. After making the needed engine repairs we took the unit on a test drive and the forward ujoint came apart allowing the driveline to come free damaging air and wiring harnesses. While we feel bad about the driveline issue we made no repairs to the driveline and accept no blame for its failure. The claim that we tampered with the bolts to cause a failure is so ludicrous we will not entertain addressing it.

After being informed of the cost of the repairs and approving them the customer came to the dealership with a spare key and without talking to anyone or paying his bill he took his vehicle,  that is theft of services. We contacted him and offered to make a one time customer goodwill adjustment...

and he refused and as a result that offer has been withdrawn.

Complaint: [redacted]The excessive charges were not approved. I went to your shop and was dissatisfied with the poor diagnostic technique. I asked to abort the repair but was assured by [redacted](shop foreman) that the work would be completed by qualified technicians and that he would make the labor charges right by not charging for the wasted time. The RV was moved after multiple phone calls to [redacted] (service manager) went unreturned. A good faith offer on extortion is not a good faith offer.  No good faith was offered until the RV was removed and it was removed because my calls were ignored. The automotive industry uses a standard for the billing of labor, which rewards skill and efficiency.
Regards,[redacted]