RV General Marine

Terrible customer service, they still can't explain their astronomical 10% shop fee, they chalk it up to a discount for not paying with a credit cardLike I said before I'm fine paying a reasonable and fair "Shop Fee" this is not thatAnd the fee was not postedBy law the fee must be posted if you are going to charge a 10% shop fee ,then post it for your customers to seeTherefore avoiding any confusionIt's really that simpleYou can argue all you wantWe still feel ripped off, and you are in no way trying to remedy the situationYou are just defending your poor choice to charge a fee that is not discussed or postedIf the fee had been $or even $do you think we would even be discussing this? NO, however a $shop fee is outrageous and you know it, stop trying to justify it,And talking about being rude on the phone, the owners wife told me "You can't afford it" meaning the shop feeThis has nothing to do with the cost but is principleYou are still just arguing instead of trying to remedy the situationHow about being fair and meeting in the middle instead of arguing your unfair shop fee caseThe good thing is it only took us $to find out what kind of business you are so money down the drain (for sure) you lost a customerAnd apparently could care less about thatYour flexibility is non-existent, and your understanding of the situation even more so Good luck with your business! Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

The customer complaint is and incorrect, we are not scammers and everything was explained multiple time to them before they paid their bill, estimate also shows shop supply fee and it's not hidden , we didn't charge them $for shop fee and we have prove for everything we do, any
time Government wants to stop by and check our company they are more then welcome to do so, just because some people try to get things done for free doesn't mean we are scammers , actually they are , they ordered a lot of work and they added more and more every day and everything works according to customer (G.B told me that boat runs great ), we stand behind our work and take great pride in what we do, we did more work then what we charged them because we only charge according to standard flat rate, we didn't charge them for any diagnostic of any kind even we spend good portion of the day figuring why they A/C doesn't work also trying to find their replacement part( from the company that build their A/C and it's out of business now),they have not been charged for any of that time that we spend diagnosing everything on his big Sundancer cruiser twin engineWe explained very well that if they pay with cash or check they can save % of the bill, so they choose to do so, that tells me that we explained and they understood what our shop fees are for( shop supply, disposal of debris, CC fees,20' of wires that we installed and we didn't charge him for, screws,zipties , shims,etc ) we explained that and they agreed to pay with check , so they only end up paying 7% shop supply fee instead of 10% and they only paid $and not $.At no time we were rude ,on another side Miss *** called me and she was yelling at me over the phone and I was trying to explain same what I am explaining here , that they received the discount for not using the CC and that their shop fee will be 7% and they can save money, She yelled at me over the phone saying that the discount has nothing to do with the shop fee and that we charged them $dollars, she just couldn't understand that we didn't charge them the whole 10% for shop fee or $ This is our company policy and we will not change this policy just because they are playing this games, they received discount for paying with check instead of CC I am sending copy of their bill and you can see it for your selfAt no time we will allow anyone other then government law to tell us how we should run our business , we don't do nothing that is against the law, so for miss *** telling me that we are doing this and it's against the law- we are not , we never done anything against the lawHer husband can NOT come to our shop and and yell at us and tell us how we should run our business and how we should charge customers,( like he said that he wouldn't have a problem if those fees were hidden, I can't believe how some people think,)We never in the past have anyone complained and 99%of our customers are very happy with how they are treated first of all, then quality of service they receive and then price they pay, we are professional, reasonable and affordable, we stand behind our work and we never charge anything that is not on the invoice or billWe don't have hidden fees and we will never have hidden fees.We try our best to make every customer happy and satisfied but we all know that it's impossible to make everyone happy. We have nothing else to resolve or refundThey received 3% already that is all what we can do, no other refund will be consider or approved Please see attached file for customer invoice, if you have hard time opening this file please let me know I will email it againThank you

Terrible customer service, they still can't explain their astronomical 10% shop fee, they chalk it up to a discount for not paying with a credit card. Like I said before I'm fine paying a reasonable and fair "Shop Fee" this is not that. And the fee was not posted. By law the fee must be posted if you are going to charge a 10% shop fee ,then post it for your customers to see. Therefore avoiding any confusion. It's really that simple. You can argue all you want. We still feel ripped off, and you are in no way trying to remedy the situation. You are just defending your poor choice to charge a fee that is not discussed or posted. If the fee had been $25.00 or even $100.00 do you think we would even be discussing this? NO, however a $401.28 shop fee is outrageous and you know it, stop trying to justify it,. And talking about being rude on the phone, the owners wife told me "You can't afford it" meaning the shop fee. This has nothing to do with the cost but is principle. You are still just arguing instead of trying to remedy the situation. How about being fair and meeting in the middle instead of arguing your unfair shop fee case. The good thing is it only took us $401.28 to find out what kind of business you are so money down the drain (for sure) you lost a customer. And apparently could care less about that. Your flexibility is non-existent, and your understanding of the situation even more so.  Good luck with your business! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We already responded to this complaint, we have great customer service and Miss [redacted] was very satisfied when she was here, Both of them knew everything about our charges before she paid, and she and her husband agreed to all, they left very happy and they were thankful that we even accept to work on their big boat, on a previous note on her complaint I forgot to mention, but I will do it now,  yes our master tech went to fix something that wasn't even his mistake, because [redacted] told him that there is no power to the radio, the original job he requested was to replace the wires for the radio and that's all, we replaced the wires and installed 20 feet of new wires that we didn't charge them for because that's the part of shop supply, tech went to check on his wiring to make sure that there was nothing wrong with what we did, our tech found that one end was not connected to the ground, nothing he caused , we changed wires from another side to the point that we were instructed to do, we didn't install the radio there for it is not our fault that the radio didn't work as miss [redacted] stating that we did and her statement is false , does our invoice shows that we installed the radio? No it does NOT, The invoice shows WIRE VHF  that's it, but we made sure that wiring has a power to it, regardless who's fault it is, they were not charged for "call out" also they didn't pay for any time our tech spend finding the problem and fixing it.  We are responding to this complaint again because we care about our reputation and our customers, but again , 99.9% of our customers are very happy , we are sorry that we can NOT make this one couple Mister and Misses [redacted] happy regardless what we do .Some people are just like that , never happy. Svjetlana *. P[redacted] Office manager of RV General Marine