Superior Transmission

This letter is in regard to Complaint ID [redacted]   The first issue with this complaint is, the customer [redacted]. [redacted], was told that it would be several weeks before the repairs on the vehicle could be started due to the high volume of work ahead of his, our tech is very good and is in...

high demand, unfortunately there is only one of him, so a waiting list is a regular thing.  Consequently, it is standard procedure to inform customers that it is always 2-3 weeks, often longer, before the vehicle will even get into the shop. If problems occur on a vehicle scheduled ahead of someone's this will extend wait times even further, many customers choose to schedule in advance and take their vehicle home, others chose to leave it, knowing that it will sit until their turn. Mr. [redacted] chose to leave his vehicle, under full knowledge that it was on a waiting list for several weeks.   The second issue with this complaint, is the first of several false statements,  and it can be noted in their complaint letter, is that the vehicle was at the shop for 2 months, from 5/25 to 7/24. Not the 4 months the complaintant has claimed. He has noted that the vehicle was dropped off on 4/24, this is untrue. It arrived the Friday before Memorial Weekend, 5/26. And even if the vehicle had arrived on 4/24 that would have been THREE months, not the four months he claims, and in actuality, it was two months, three weeks of which the vehicle was on the waiting list to even begin repairs.   Thirdly, the estimated times that Mr. [redacted] came up with for the repairs are for a large dealership type shop with several employees working on the vehicle. We made it more than clear that we are a small one man operation and things take significantly longer, due to the high volume, the waiting list and our staff size. We wish this wasn't the case, but it is, and we are very forthright with that information from the start.   Fourth. Mr. [redacted] states that we have posted hours of 9:30-6:00. This is false. We do not and have never had posted business hours. This is the second false statement in their complaint.   Fifth. We do not have regular business hours, we work off of scheduled appointments. You call, get an appointment and we see you at that time. We do this to avoid continuous disruption while working on repairs. Further, As we have stated, we are a one person operation, so often, during the day the shop is closed while we go get parts from dealerships, do banking, pick up various supplies etc...There is always a sign on the door stating what time we will return.  Again, all customers are made aware of this when dropping off their vehicle. Unless [redacted] managed to stop in at these times, every time, the statement about stopping in repetedly to find out about his vehicle and no one being here is also false. Our tech is at the shop until at least 10 PM M-F.   Lastly, we do not believe that [redacted] filed this complaint, we have reason to believe it was his father, who is not the actual customer and who was very rude and disruptive during the time the vehicle was at our shop, to which he escalated to yelling and verbally assaulting not only our tech, but our bookkeeper as well. On the day they ([redacted] and his father) came to get the completed vehicle, this complaint had not yet arrived and we were unaware of any Revdex.com complaint.  [redacted], the actual customer,  stood by and said nothing, no indication of an issue, and had been very easy to [redacted] with the entire time, however, his father, who is not the name on the work order and had no business with us, began yelling and threatening that he was going to "raise holy hell" if we didn't compensate him for his wasted time. Instead of having him removed by law for his behavior, we discounted the bill slightly and, after discounting and closing the transaction, had to insist that he leave because of his continued inappropriate behavior. The entire time this was occurring [redacted] said nothing.   The bottom line, [redacted] was told, before we took possession of the vehicle, that it would be several weeks before work even began due to the waiting list for repairs and a couple weeks to get it completed, as our ONLY tech works on more than one vehicle at a time. The vehicle took even longer to repair than expected because once our job was completed it was discovered that the vehicle had other mechanical issues, unrelated to our work,  that caused us to be unable to  get the vehicle off of our hoist, much less get a test drive on it to ensure that our work was functioning correctly. We had to take additional labor hours to get it functioning well enough for us to ensure our actual job was completed. We did not add those hours to the bill and still we gave them a credit, even after the confrontational behavior.   Mr. [redacted]s father was obstinate from the start of our dealings and we suspect that he planned on filing this complaint the entire time the vehicle was with us, in an attempt to get reduced prices on the repairs. Despite all of the issues we had with them, we still issued a small discount on the repairs, before evening knowing about this complaint, and will consider this matter closed. [redacted]'s father is no longer welcome at our establishment and we will have no further dealing with [redacted], warranty or otherwise, if his father is present.   Sincerely, Brian L. T[redacted] Superior Transmission LLC