Spisak & Associates

Business Response to a ComplaintComplaint ID#:***Company Name:Beckman Tire & Auto Center, Inc.Company Contact:*** ***Company Phone:###-###-####Company Email:***Person Who Sent the Complaint:*** ** ***Staff Member:*** ***Response:I am responding to a
complaint of pricing for an oil change for Ms*** on 4/9/There are two of us who serve customers at the front desk of our businessMs*** reports that she telephoned and was quoted a price for an oil change in the amount of $28.09, including tax, for her Cadillac CTSHer complaint is that upon completion of her oil change, she was charged $59.03, and in addition was not given a 5% discount from that chargeI am writing to clarify this situation as I know to be trueFirst ~ I am not certain who quoted Ms*** the price of $The price for an oil change for most automobiles is $plus 6% sales tax of $1.59, for a total of $However, her Cadillac requires 5Wsynthetic oil, which is considerably higher and Ms*** should have been told that and quoted that price of $According to the manaufacturer, that particular vehicle requires this synthetic oil and Beckman Tire would not use anything not recommended by the manufacturerPerhaps when the quote was given, the individual she spoke to wasn’t aware that her vehicle was a Cadillac, and just gave the standard oil change priceSecondly ~ When Ms*** brought her Cadillac in on Saturday, 4/9/16, I know that I told her the vehicle required synthetic oilWhen her oil change was complete and I rang up her ticket, the total was indeed $59.03, as she states in her Revdex.com complaintWhen she questioned the price, I explained to her that her vehicle requires synthetic oil, and while it is more expensive, you can go for twice as long a period before getting another oil changeObviously angry, she paid the $with cash and leftThirdly ~ In reference to the Coupon Crazy coupon, we do have three coupons in the Spring Coupon Crazy booklet….1) $for an oil change; 2) $off a new set of tires; and 3) 5% off automotive servicesThe “automotive services” coupon relates to such services as alignments, brakes, tune-ups, shocks and struts, heating/air conditioning, etc., not oil changesThe “oil change” coupon covers oil changes onlyThis was our first time to place a coupon in this booklet, and I understand that that particular coupon should specify that synthetic oil is not includedI will definitely change that in future coupons, and regret the misunderstandingIn Ms***’s complaint, she requests a refund of $as overpaymentI wish to repeat that the $charge is standard and customary for a synthetic oil change for her Cadillac, she was not overcharged and I regret that she viewed it that wayI opened this business years ago, and have built my reputation since then for quality service, competitive pricing, and honest experience that our customers can trustFor this reason, as an act of good will to Ms***, I am mailing her a check today in the amount of $as she requestsBy including a copy of this letter with that check, I am also responding directly to her concerning this complaintThis entire matter was an issue of misunderstanding and I hope this meets her satisfaction.Sent on: 4/15/5:33:PM