The Honest Mechanic LLC

Initial Business Response /* (1000, 6, 2015/07/31) */
To Whom It May Concern,
I am not only the Shop/Service Manager but also the person Miss *** spoke to while at our shop as well as on the phone
I must begin by saying two thingsNumber One is that we all here at The Honest Mechanic
work very hard at doing what we say and say what we do
At no time do we want anyone unhappy with our serviceSecond the exhaust leak that was identified while *** *** was here was fixedShe was told what work would be done and how much it would cost (the night before)If it had not been I would have communicated that to her prior to work being done and prior to pick up
The exhaust leak was on the LH side of the engine and required a broken stud to be removed, the hole re-tapped, and a replacement stud put back inThis operation took somewhere close to 7hrs to completeThe estimate was for three hours which was for the manifold R&R that would be accurateIn this case it took much longer to extract the broken bolt than previously thoughtI bring this into the overall statement only because It will hopefully help to explain why there was very little communication during the dayI was also under the impression It was to be at the shop all day and to notify upon completion which of course was done
At the end of the day *** *** called and I told her she could come get the JeepThe Jeep was not off the lift and had not been started at that time but was back together
If any error in judgment is to be identified (in my opinion) it would be that I didn't call her back immediately upon vehicle start upThat is because, It did have exhaust noise, however at that time it was from the RH bank now not the fixed LH bank
TO EXPLAIN: This leak (RH) was (by sound) masked by the original leak(LH)The leak on the RH side although similar was not visually evidentIt was not possible in my opinion to diagnose all that was wrong with this vehicle until the first and much needed repair was completed
*** *** was informed prior to her leaving the front desk that there was additional noise in the exhaustNo I did not walk her to her car but she was well aware of additional exhaust noise because we discussed it during the time she was making the paymentTo state otherwise is simply not true
Lastly I must say that if I were rude I would apologize profusely, however, I was not*** *** was angry because of the noise (which is ok, I understand) but she talked through any explanation I attempted, used profanity, and even called me a "***"
All while in front of another customer that had her baby with herThis other customer went outside the front door while *** *** voiced her opinion and returned after she had left
I will also add that this customer commented that I handled myself very well considering the situationI did not raise my voice I did not call anyone names and I was certainly not rudeI was in a word, composed
I regret *** *** visit only because we couldn't come to an understanding and that she felt this was the best way to reach common ground
Thank you for your time,
*** M***
Service Manager
The Honest Mechanic,LLC