My name is Peter Scorsone, owner of Scorsone's Service center, I am responding to #*** the customer brought her car in on 12/20 with a complaint of a humming noise, we diagnosed a bad left rear wheel bearing early Tues morning, we contacted customer and warranty
co. mid-morning but didn't receive resolution until mid-day Wednesday. The part was not available after market it had to be ordered from the Subaru dealer, which takes an extra day, the part was received Thurs.mid-morning, installed and customer notified . It is not unusual for a shop to charge for diagnostic time, there is lifttime, plus technician timeCharging for this time is not" double dipping" (She was not charged diagnostic time)We not only had to deal with the customer, but also the used car dealer that sold her the car, the warranty company and the Subaru parts deptThis all takes time, none of which she was charged forWe need to have a certain markup in parts that we sell to stay profitable, this percentage ranges from 20%- 40% she was charged 30% a fair market priceThe claim that we marked itup 400% was absurd! The labor taken from *** software was hrs the warranty company paid $she paid $(that included her $deductible) That all being said we do take these matters very seriously, and I do admit I think we dropped the ball on our communication with this customer and I do apologize for that
My name is Peter Scorsone, owner of Scorsone's Service center, I am responding to #*** the customer brought her car in on 12/20 with a complaint of a humming noise, we diagnosed a bad left rear wheel bearing early Tues morning, we contacted customer and warranty
co. mid-morning but didn't receive resolution until mid-day Wednesday. The part was not available after market it had to be ordered from the Subaru dealer, which takes an extra day, the part was received Thurs.mid-morning, installed and customer notified . It is not unusual for a shop to charge for diagnostic time, there is lifttime, plus technician timeCharging for this time is not" double dipping" (She was not charged diagnostic time)We not only had to deal with the customer, but also the used car dealer that sold her the car, the warranty company and the Subaru parts deptThis all takes time, none of which she was charged forWe need to have a certain markup in parts that we sell to stay profitable, this percentage ranges from 20%- 40% she was charged 30% a fair market priceThe claim that we marked itup 400% was absurd! The labor taken from *** software was hrs the warranty company paid $she paid $(that included her $deductible) That all being said we do take these matters very seriously, and I do admit I think we dropped the ball on our communication with this customer and I do apologize for that