Shenandoah Valley Diesel Reviews (1)
Review: I went to this business to simply ask " how much would it cost to replace the glow plugs in my ford diesel pickup " ? He send an impaired illiterate person who had to be told how to check my plugs . As I was involved in turning the key on and off for the testing . The whole process took 15-20 minutes . I was told that I had a couple of glow plugs burned out . I then left and he called later and wanted to know when I was coming in ? He said that he had "ordered" the valve cover gaskets . I did not ask him to do so . He then said that it would cost $650.00 to replace the glow plugs and all . I told him that I would have to look around and for a cheaper price . He then called later and wanted my address and said after I gave it to him that he was going to send me an invoice . I received it certified mail and the bill was for $75.00 ! He charges $85 an hour , so how could it be for this amount ? He is over charging me for what I already knew .Desired Settlement: I can see perhaps being charged half an hour but certainly not $75 dollars . This is overcharging and why would anyone want to deal with a business that treats customers like this .
[redacted]Subject: ID [redacted]Good morning, I am in receipt of your organization's letter advising of the above referenced complaint that [redacted] logged against my diesel automotive repair company, Shenandoah Valley Diesel, located in [redacted]. Thank you for reaching out and extending this opportunity for me to respond to Mr. [redacted]'s claims. My rebuttal follows: When this customer came in, my shop foreman, [redacted] – an ASE, EVT, CET certified tech with 40 years experience in this industry - went out with the assigned tech and told him the things to check on this truck based on the customer’s concerns with the truck. There are many different diesels on the road today with diverse wiring schematics and switches to turn glow plugs on and off. My foreman told the tech the specific way this particular one needed to be tested. Such guidance and clarification of procedures for his techs is one of a foreman’s essential job functions. In defense of the tech assigned to this particular job, it is important to note that the man is neither impaired nor illiterate. He has a bad back and hip that cause him to walk with a slight limp; however, he does read, write, and use the English language proficiently. Granted, he has a lot of local dialect and colloquialisms in his word choice and usage, but those word choices and phrases should not be foreign to this particular customer as his use of the language reflects many of these same regional characteristics, and he lives and works in the same area. No, his criticism of this tech is simply his failed attempt to be sarcastic and condescending in an effort to paint my employee as inept and stupid in hopes of strengthening his case for not paying. His ulterior motives are pitifully transparent. Regarding the diagnostic dollar amount, we do charge $85 an hour, as the customer stated; however, we extended to him our new customer discount rate of $75 an hour for labor. When we work on a project, we charge from the time we clock in on a job to the time it leaves the shop. Anything over 30 minutes is rounded up to the next full hour, which is standard operating procedure in the industry. The customer said he had heard about our work and wanted us to get him a price for the part. We felt he would be coming back for the repair and we would include our labor time logged the first day in the total bill. After checking parts costs, the foreman spoke with the customer on the phone about the price to do everything. He explained electronic valve cover gaskets are famous for burning out and that they are expensive to replace. My foreman also explained that these parts can leave one stranded alongside the road and blow out a $700 IDM in the process. The customer said he wanted the valve cover gaskets, too, and to get him a price. We did. My foreman felt confident enough the customer was going to have the job done here that he went ahead and ordered the valve cover gaskets and related parts, including the valve cover harness underneath the gaskets, to help expedite the job for him when he brought the truck in for the repairs. If we had had any idea he would not be returning for the repairs discussed, we would not have ordered the parts and would have had charged the customer on the spot for the diagnostics performed. Here’s the upshot of all this. We trusted one who has since revealed his ulterior motives. We firmly believe this customer came in under the guise of wanting us to determine the problem for him and do the work, when in reality he just wanted to use our expertise to determine the problem so that he could then take the vehicle to another person to get the work done; likely a person with limited diagnostic capabilities and just enough repair knowledge to put on the parts. Like Mr. [redacted], we work hard for a living and are not in a position to give away our time or talent. We do sometimes encounter unscrupulous people who want something for nothing. Sadly, this individual is proving to be a prime example of that type of person. I am writing off this full amount as a loss and learning process about trust. Please advise this customer that he is never welcome to return to our property or call to engage our services. Should you have any additional questions, please do not hesitate to contact me at [redacted] Regards,[redacted], Owner & President
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. It must be a misunderstanding . I simply wanted to know the price .