Initial Business Response / [redacted] (1000, 5, 2016/12/09) */ Contact Name and Title: [redacted] ..Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hotmail.com When the customer brought this vehicle to us he said it would not start and that it may be the starter but he wasn't sureSince there was still some uncertainty we preformed a standard electrical check where we tested the battery, checked all cable ends, checked alternator belts and alternator output as well as checked the starter current drawIt was determined that the starter was not functioning properlyA estimate of repair was created and the customer was contactedthe customer was told what the price would be to replace the starter and asked if we had permission to proceed with the repairThe customer agreed to pay the cost and gave us permission to repair his vehicleThe following day the customers son called to inquire about the price of the starterHe was told the price of the starter was current manufacture suggested list pricehe then went into a profanity laced rant about how he could get the starter at a cheaper rate from the parts store himselfHe also said he should get a cheaper rate because he was a car dealer.He proceeded to threaten that if we did not lower the already agreed upon price he would "blats us all over [redacted] ." Before any reasonable solution could be made this customers son followed through on his threatOn 12/5/the customer contacted the owner of Eagle Pride and once again tried to get us to lower the price that he, himself had approvedHe faxed us a copy of an online price quote from the parts store showing the carry out price of the starterHe failed to mention that included in the quote was a cyber Monday coupon for 20% off the purchase price Although this may not have been intentionally deceptive it was still none the less deceptiveThe facts of the matter are this, the customer brought his car to us to do a job, a price for that job was agreed upon by all parties involved and the work was completed as promisedWe will not refund this customer the difference for the price of the starterIn the effort of resolving this issue and show good will to the customer, we will however agree to refund the amount of the diagnostic fee and shop supplies in the amount of [redacted] If the customer agrees to this we will need his address so we can mail him a check for the amount offered Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I brought SUV in to the shop I told [redacted] That the battery was good it was the starter solenoid, periodWhen I do not remember being told the amt of repairs, but nonetheless I would have oke'ed the repairs trusting the shop to charge a fair priceThe retail price [redacted] is referring to is the retail price of a New Chevrolet [redacted] starter from the Chevrolet dealerHowever, that is not the part he installedHe got a cheaper rebuilt starter from [redacted] charging me the Chevrolet priceLets take mail order and discounts out of the pictureI can walk into the [redacted] store and the retail price I would be charged is [redacted] I think [redacted] thought he could justify price by quoting the Chevrolet price, and seemed surprised when I knew what he had done I expect every business to make a profit, no issues thereI don't expect something for freeBut if you want to build a business you should build it on being honest in dealing with your customers The money wont break me, and if [redacted] sleeps well knowing he is treating customers like this, then so be itI think in most cases people just trust the shop, pay whatever they ask and go on down the road Every shop I have ever known make their money on their labor and a modest mark up on partsClearly didn't happen with this shop Nixa is a small town, I will make it a point so everyone knows to be aware of this shop Final Consumer Response / [redacted] (2000, 11, 2016/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) First off, you didn't call me with an estimateI was sitting in your lobbyAs far as I approved the costs, If I had known it was an [redacted] starter that anyone could walk in and buy across the counter for [redacted] or [redacted] by mail, I would not have approved your [redacted] for the same partTo say you troubleshot the electrical system is simply a jokeIf you have voltage and a starter that clicks, it has a bad solenoid, period You also mention the OEM starter, why? I didn't get an OEM starterI feel you mention this to make you feel better about what you charged for the starter Your business and you can price your goods and services as you wish, just saying from a customers point of view that kind of margin will leave a bad taste in anyones mouth that knowsIts the customer that never says anything and that you never see again that can hurt a business I am glad to bring this to closure and I appreciate your offer to settle Thanks Final Business Response / [redacted] (4000, 9, 2016/12/12) */ We are sorry to hear that you have declined our offerAs a responsible and well respected shop we pride ourselves on excellent customer serviceWe are very careful here to always get permission to preform any repair services requested.As it was previously stated, we checked out your vehicle, found that the starter was faulty, prepared an estimate of repair and then, before any repairs were made we called you for permission to do the repairs.You sir, whether you would like to admit it or not, did give us permission to preform the repairs for the indicated amountYou mentioned that you expect every business to make a profit but in the same breath complain when we try and maintain a 50% gross profit margin, which we might add is the national average for automotive repair shopsFor the record a OEM starter from the dealership would have cost [redacted] (part only)So in the effort of customer relations and in good faith we offer a [redacted] refundThis will be our final offer to settle this matter
Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ [redacted] Chevrolet appreciates Mr [redacted] 's purchase of a used Chevy Express from the dealershipThe vehicle was purchased "as is" [redacted] Chevrolet does understand Mr [redacted] 's disappointment in having to deal with a transmission issue shortly after delivery of the truckUnfortunately, Mr [redacted] did not afford the dealership the opportunity to inspect the vehicle at our service department before Mr [redacted] authorized repairs at an outside shopMr [redacted] has offered Mr [redacted] a one time only $good will payment to offset the cost of the transmission repair even though Mr [redacted] purchased the truck "as is"Mr [redacted] has asked that the only "pre-condition" for that $good will payment would be the removal of all of Mr [redacted] 's negative posts related to the truck's purchase and subsequent repairs on various social sites such as facebook, Yelp, etc We are currently in negotiations with Mr [redacted] Respectfully submitted, [redacted] CHEVROLET [redacted] AdminAsst
Initial Business Response / [redacted] (1000, 5, 2016/12/09) */ Contact Name and Title: [redacted] ..Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @hotmail.com When the customer brought this vehicle to us he said it would not start and that it may be the starter but he wasn't sureSince there was still some uncertainty we preformed a standard electrical check where we tested the battery, checked all cable ends, checked alternator belts and alternator output as well as checked the starter current drawIt was determined that the starter was not functioning properlyA estimate of repair was created and the customer was contactedthe customer was told what the price would be to replace the starter and asked if we had permission to proceed with the repairThe customer agreed to pay the cost and gave us permission to repair his vehicleThe following day the customers son called to inquire about the price of the starterHe was told the price of the starter was current manufacture suggested list pricehe then went into a profanity laced rant about how he could get the starter at a cheaper rate from the parts store himselfHe also said he should get a cheaper rate because he was a car dealer.He proceeded to threaten that if we did not lower the already agreed upon price he would "blats us all over [redacted] ." Before any reasonable solution could be made this customers son followed through on his threatOn 12/5/the customer contacted the owner of Eagle Pride and once again tried to get us to lower the price that he, himself had approvedHe faxed us a copy of an online price quote from the parts store showing the carry out price of the starterHe failed to mention that included in the quote was a cyber Monday coupon for 20% off the purchase price Although this may not have been intentionally deceptive it was still none the less deceptiveThe facts of the matter are this, the customer brought his car to us to do a job, a price for that job was agreed upon by all parties involved and the work was completed as promisedWe will not refund this customer the difference for the price of the starterIn the effort of resolving this issue and show good will to the customer, we will however agree to refund the amount of the diagnostic fee and shop supplies in the amount of [redacted] If the customer agrees to this we will need his address so we can mail him a check for the amount offered Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I brought SUV in to the shop I told [redacted] That the battery was good it was the starter solenoid, periodWhen I do not remember being told the amt of repairs, but nonetheless I would have oke'ed the repairs trusting the shop to charge a fair priceThe retail price [redacted] is referring to is the retail price of a New Chevrolet [redacted] starter from the Chevrolet dealerHowever, that is not the part he installedHe got a cheaper rebuilt starter from [redacted] charging me the Chevrolet priceLets take mail order and discounts out of the pictureI can walk into the [redacted] store and the retail price I would be charged is [redacted] I think [redacted] thought he could justify price by quoting the Chevrolet price, and seemed surprised when I knew what he had done I expect every business to make a profit, no issues thereI don't expect something for freeBut if you want to build a business you should build it on being honest in dealing with your customers The money wont break me, and if [redacted] sleeps well knowing he is treating customers like this, then so be itI think in most cases people just trust the shop, pay whatever they ask and go on down the road Every shop I have ever known make their money on their labor and a modest mark up on partsClearly didn't happen with this shop Nixa is a small town, I will make it a point so everyone knows to be aware of this shop Final Consumer Response / [redacted] (2000, 11, 2016/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) First off, you didn't call me with an estimateI was sitting in your lobbyAs far as I approved the costs, If I had known it was an [redacted] starter that anyone could walk in and buy across the counter for [redacted] or [redacted] by mail, I would not have approved your [redacted] for the same partTo say you troubleshot the electrical system is simply a jokeIf you have voltage and a starter that clicks, it has a bad solenoid, period You also mention the OEM starter, why? I didn't get an OEM starterI feel you mention this to make you feel better about what you charged for the starter Your business and you can price your goods and services as you wish, just saying from a customers point of view that kind of margin will leave a bad taste in anyones mouth that knowsIts the customer that never says anything and that you never see again that can hurt a business I am glad to bring this to closure and I appreciate your offer to settle Thanks Final Business Response / [redacted] (4000, 9, 2016/12/12) */ We are sorry to hear that you have declined our offerAs a responsible and well respected shop we pride ourselves on excellent customer serviceWe are very careful here to always get permission to preform any repair services requested.As it was previously stated, we checked out your vehicle, found that the starter was faulty, prepared an estimate of repair and then, before any repairs were made we called you for permission to do the repairs.You sir, whether you would like to admit it or not, did give us permission to preform the repairs for the indicated amountYou mentioned that you expect every business to make a profit but in the same breath complain when we try and maintain a 50% gross profit margin, which we might add is the national average for automotive repair shopsFor the record a OEM starter from the dealership would have cost [redacted] (part only)So in the effort of customer relations and in good faith we offer a [redacted] refundThis will be our final offer to settle this matter
Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ [redacted] Chevrolet appreciates Mr [redacted] 's purchase of a used Chevy Express from the dealershipThe vehicle was purchased "as is" [redacted] Chevrolet does understand Mr [redacted] 's disappointment in having to deal with a transmission issue shortly after delivery of the truckUnfortunately, Mr [redacted] did not afford the dealership the opportunity to inspect the vehicle at our service department before Mr [redacted] authorized repairs at an outside shopMr [redacted] has offered Mr [redacted] a one time only $good will payment to offset the cost of the transmission repair even though Mr [redacted] purchased the truck "as is"Mr [redacted] has asked that the only "pre-condition" for that $good will payment would be the removal of all of Mr [redacted] 's negative posts related to the truck's purchase and subsequent repairs on various social sites such as facebook, Yelp, etc We are currently in negotiations with Mr [redacted] Respectfully submitted, [redacted] CHEVROLET [redacted] AdminAsst