Simon’s Auto Body / Complaint # [redacted] Dear Mr. [redacted], We are sorry to hear that you are not happy with the services provided by Simon’s Auto Body. Although, we would like to explain what happened, we are sure that there was a misunderstanding in this process.You called our office on...
02/25/2016 around 4:30 pm and talked to one of our customer representatives. You explained her the incident that happened to your vehicle and gave her your information (such as vehicle year, make and model, your phone number, vehicle location). We told you that your car could not be picked up by that day as our office would close soon. You agreed with us that your car could be towed to our facility first time the next morning. Your car was towed to us on 02/26/2016. You said you called the office on 02/26/2016 at 7:50 requesting the cancellation of the tow service. The matter is that our office only opens at 8:00am, as posted on our front door and website. For non business hours we have a company who provides us phone answering services and a couple of hours later we receive the message from the customer. When you came to our office on 02/27/2016 you asked us to tow the car back to your house, then you decided to have your [redacted] to tow it for you. This makes us think that you did not need our towing service if you already had [redacted]. We explained to you that you should pay for the tow bill – since you called us and requested it. The other $70.00 were for 2 days of storage (which every repair shop and/or tow yard on its right can charge the customer for). We showed you on our wall that the daily storage is $100.00/day, but we were charging you only $35.00/day. The papers you signed were nothing more than the Credit Card Authorization Form (which was your form of payment) and the Owner Vehicle Release Form. The Owner Vehicle Release Form is signed by every customer, especially in your case because a third party ([redacted]) was going to pick your vehicle up; this form works as an authorization from the customer so we can release the car to the mentioned company. These are just procedures to protect both of us. About speaking Portuguese we just responded to you using the language you were speaking, because it was assumed that you preferred to communicate in this language. Thank you for comprehension.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Whether or not your office is open at 7:50 or 8 am makes no difference, I spoke with a person on the other line who said they were with Simon's autobody, a real person, and they said the service would be cancelled. If you utilize an answering service as you said, they should have the call recorded, in any case, it makes no difference, you have confirmed you did receive the cancellation request. Had I been informed the cancellation could not be immediately processed, I would have waited to ensure my car was not taken, yet I was lied to, and my car was taken without my permission. When I came into your office on 02/27/2016, I did not ask you to tow my car back to my house, I simply wanted my car back. Indeed, one of the reasons I decided to cancel in the first place, was because I did not need your service, yet you took my car anyways and then forced me to pay for a service I did not want. The fact that you also charged me for the 2 day storage as if my car had been impounded was a ridiculous insult to injury. I have a copy of the papers you forced me to sign, and on that document, it forced me to admit that I authorized the tow, when that is not the case. You fail to address how you threatened me and bullied me into paying this, by telling me you'd increase the fee by $100 per day if I didn't pay the fee. I have an eye witness that was there with me that day that can assure that was what was said. I am losing my patience with your lying and misleading conduct.
Regards,
[redacted]
Simon’s Auto Body / Complaint # [redacted] Dear Mr. [redacted], We are sorry to hear that you are not happy with the services provided by Simon’s Auto Body. Although, we would like to explain what happened, we are sure that there was a misunderstanding in this process.You called our office on...
02/25/2016 around 4:30 pm and talked to one of our customer representatives. You explained her the incident that happened to your vehicle and gave her your information (such as vehicle year, make and model, your phone number, vehicle location). We told you that your car could not be picked up by that day as our office would close soon. You agreed with us that your car could be towed to our facility first time the next morning. Your car was towed to us on 02/26/2016. You said you called the office on 02/26/2016 at 7:50 requesting the cancellation of the tow service. The matter is that our office only opens at 8:00am, as posted on our front door and website. For non business hours we have a company who provides us phone answering services and a couple of hours later we receive the message from the customer. When you came to our office on 02/27/2016 you asked us to tow the car back to your house, then you decided to have your [redacted] to tow it for you. This makes us think that you did not need our towing service if you already had [redacted]. We explained to you that you should pay for the tow bill – since you called us and requested it. The other $70.00 were for 2 days of storage (which every repair shop and/or tow yard on its right can charge the customer for). We showed you on our wall that the daily storage is $100.00/day, but we were charging you only $35.00/day. The papers you signed were nothing more than the Credit Card Authorization Form (which was your form of payment) and the Owner Vehicle Release Form. The Owner Vehicle Release Form is signed by every customer, especially in your case because a third party ([redacted]) was going to pick your vehicle up; this form works as an authorization from the customer so we can release the car to the mentioned company. These are just procedures to protect both of us. About speaking Portuguese we just responded to you using the language you were speaking, because it was assumed that you preferred to communicate in this language. Thank you for comprehension.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Whether or not your office is open at 7:50 or 8 am makes no difference, I spoke with a person on the other line who said they were with Simon's autobody, a real person, and they said the service would be cancelled. If you utilize an answering service as you said, they should have the call recorded, in any case, it makes no difference, you have confirmed you did receive the cancellation request. Had I been informed the cancellation could not be immediately processed, I would have waited to ensure my car was not taken, yet I was lied to, and my car was taken without my permission. When I came into your office on 02/27/2016, I did not ask you to tow my car back to my house, I simply wanted my car back. Indeed, one of the reasons I decided to cancel in the first place, was because I did not need your service, yet you took my car anyways and then forced me to pay for a service I did not want. The fact that you also charged me for the 2 day storage as if my car had been impounded was a ridiculous insult to injury. I have a copy of the papers you forced me to sign, and on that document, it forced me to admit that I authorized the tow, when that is not the case. You fail to address how you threatened me and bullied me into paying this, by telling me you'd increase the fee by $100 per day if I didn't pay the fee. I have an eye witness that was there with me that day that can assure that was what was said. I am losing my patience with your lying and misleading conduct.
Regards,
[redacted]