Sam's Service Center, Inc.

We did run computer diagnostics for a multiple misfire situation. We charge one hour to do this which is $88. The car was missing on two cylinders. When the car was dropped off, we had several other cars in line before it and so we did not get the car in to check it until late
afternoon. We asked the customer if we could keep it overnight to perform a running compression test the next day. We initially suspected a valve problem because the vehicle was 30,miles overdue for a valve adjustment that had never been performed. The service writer claims that he informed the customer of the additional charge for doing the additional testing, but the customer denies that this was clearly communicated to him so we will reimburse him the additional $charge. There was no "overnight charge". The charges were clearly itemized on his receipt. As far as the estimate cost, we priced him original equipment parts due to the poor quality of the aftermarket alternatives. He fixed the car himself with aftermarket parts, so, of course, he did it cheaper than our estimate. We priced the coils and spark plugs directly from Honda and had our estimate at original equipment price. His wife picked up the car and the service writer gave her the total, and as far as we knew, no one was upset. If there was a communication problem between us and the customer, a phone call could have straightened this out without resorting to the Revdex.com. I had no idea the customer was dissatisfied until I received the email from the Revdex.com. I hope the reimbursement of the charge for running the compression test and stress testing of the coils will resolve this issue

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Despite the fact that I find his way of communicating to his customers by talking down to them, calling them childish, and find *** to be an insulting individual, find that this resolution to this issue is satisfactory to me
We weren't clearly told of the additional charge, but appreciate the refundIf there would be anything keeping my service as a customer it would be employees like *** or ***
Regards,
*** ***

This issue will not be resolved. It is impossible to resolve an issue with someone who behaves as this person did. We were clear in what the truck needed and were very clear that maintenance had to be completed and that the issue that he was trying to fix may need further work. I have never, in years in business, been hung up on before we even started repairs. His behavior was bizarre, irrational, and inexplicable. I have no other words for it

This customer was quoted a price on a major tune up which did not include the price of the oil change and lube He brought the truck in for an intermittent miss fire problem It is a year old truck with neglected maintenance The distibutor cap and rotor were original The
spark plugs and wires were at least a decade old We told him, quite clearly, that we had to start with obvious maintenance that had not been done in a very long time We were quite clear, that this maintenance may not fix his miss fire but we had to eliminate the obvious problems first We also informed him that he had a transmission slipping and he may have an issue with his transmission and should take that into account before fixing anything else At this point, the customer became completely unresponsive, hanging up on the service writer We should, at this point, have refused service to the customer, but he called back and wanted to do the major tune up We performed the approved service and the customer arrived before the vehicle was done and wanted to take it It had not been test driven The oil change had not been completed The service writer discounted the ticket because the customer became irate and said it was dollars over the estimate The extra dollars was for the oil change that was addedafter the original estimatebut the service writer was inexperienced and marked down the price of the tune up to make up for the discrepancy The oil change was not performed and the customer DID NOT PAY FOR AN OIL CHANGE! hence the dollar discount The customer was irrational, would not speak to the service writer on the phone, repeatedly hung up on us, even before we performed work We should never have done business with this person We are glad he will not be back

We did run computer diagnostics for a multiple misfire situation. We charge one hour to do this which is $88. The car was missing on two cylinders. When the car was dropped off, we had several other cars in line before it and so we did not get the car in to check it until late
afternoon. We asked the customer if we could keep it overnight to perform a running compression test the next day. We initially suspected a valve problem because the vehicle was 30,miles overdue for a valve adjustment that had never been performed. The service writer claims that he informed the customer of the additional charge for doing the additional testing, but the customer denies that this was clearly communicated to him so we will reimburse him the additional $charge. There was no "overnight charge". The charges were clearly itemized on his receipt. As far as the estimate cost, we priced him original equipment parts due to the poor quality of the aftermarket alternatives. He fixed the car himself with aftermarket parts, so, of course, he did it cheaper than our estimate. We priced the coils and spark plugs directly from Honda and had our estimate at original equipment price. His wife picked up the car and the service writer gave her the total, and as far as we knew, no one was upset. If there was a communication problem between us and the customer, a phone call could have straightened this out without resorting to the Revdex.com. I had no idea the customer was dissatisfied until I received the email from the Revdex.com. I hope the reimbursement of the charge for running the compression test and stress testing of the coils will resolve this issue

This issue will not be resolved. It is impossible to resolve an issue with someone who behaves as this person did. We were clear in what the truck needed and were very clear that maintenance had to be completed and that the issue that he was trying to fix may need further work. I have never, in years in business, been hung up on before we even started repairs. His behavior was bizarre, irrational, and inexplicable. I have no other words for it

[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 Assumed Answered]
Complaint:
I am rejecting this response because: What does my behavior have to do with this business charging me for services that they didn't perform? I don't care if I was Adolph Hitler, that does not give them the right to charge me for an oil change they never perform. This is nothing more than fraud
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Despite the fact that I find his way of communicating to his customers by talking down to them, calling them childish, and find *** to be an insulting individual, find that this resolution to this issue is satisfactory to me
We weren't clearly told of the additional charge, but appreciate the refundIf there would be anything keeping my service as a customer it would be employees like *** or ***
Regards,
*** ***

This customer was quoted a price on a major tune up which did not include the price of the oil change and lube He brought the truck in for an intermittent miss fire problem It is a year old truck with neglected maintenance The distibutor cap and rotor were original The
spark plugs and wires were at least a decade old We told him, quite clearly, that we had to start with obvious maintenance that had not been done in a very long time We were quite clear, that this maintenance may not fix his miss fire but we had to eliminate the obvious problems first We also informed him that he had a transmission slipping and he may have an issue with his transmission and should take that into account before fixing anything else At this point, the customer became completely unresponsive, hanging up on the service writer We should, at this point, have refused service to the customer, but he called back and wanted to do the major tune up We performed the approved service and the customer arrived before the vehicle was done and wanted to take it It had not been test driven The oil change had not been completed The service writer discounted the ticket because the customer became irate and said it was dollars over the estimate The extra dollars was for the oil change that was addedafter the original estimatebut the service writer was inexperienced and marked down the price of the tune up to make up for the discrepancy The oil change was not performed and the customer DID NOT PAY FOR AN OIL CHANGE! hence the dollar discount The customer was irrational, would not speak to the service writer on the phone, repeatedly hung up on us, even before we performed work We should never have done business with this person We are glad he will not be back

[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 Assumed Answered]
Complaint:
I am rejecting this response because: What does my behavior have to do with this business charging me for services that they didn't perform? I don't care if I was Adolph Hitler, that does not give them the right to charge me for an oil change they never perform. This is nothing more than fraud
Regards,
*** ***