Dear [redacted] ,Thank you for informing me of the customer's complaintWe are proceeding in as timely a way as possible to resolve her complaint given the circumstancesUnfortunately much of the customer's problems could have been avoided if only she had contacted me prior to giving authorization to [redacted] to proceed with the repair of her vehicle: Approximately a week to a week and a half prior to the breakdown, she scheduled an appointment with me to evaluate a noise coming from the drivetrain of her car, The appointment was scheduled for May 5, She never showed up for the appointment nor did she contact me to inform me she was having a problemShe has had a history of not showing up for appointmentsOn May 6, I received a phone call informing me that she had [redacted] diagnose and repair the faulty part and she had incurred the charges referenced in her complaintThese charges also included maintenance services which were not related to the breakdown.I understand the customer's frustration with a repeat breakdown, but I could have saved her the entire expense of this event if only she called me to let me know what was going onI would have paid for transporting her and her vehicle to my shop and replace the faulty part with another manufacturer's part given the questionable reliability of the part we installedIt would have been completed in a day with minimal inconvenience to her and no out of pocket expense.We are a small business, and the reimbursement for her claim is a major expense for us and as a result we are seeking reimbursement from the manufacturerThey have informed me it could take up to days for them to give me a response for this claimWe are doing everything possible on our part to resolve this matter to her satisfactionI only ask that she be patient while this claim is being processed.Sincerely, John D.PresidentMay 23, 2016P.SRegarding the repair invoice for 815.50, the amount needs to be adjusted down to reflect the oil change and transfer case fluid change services which were unrelated to the breakdownRemoving the oil change at and the transfer case fluid at plus sales tax would result in a figure of This plus the rental car expense of would result in a total claim amount of
Dear [redacted] ,Thank you for informing me of the customer's complaintWe are proceeding in as timely a way as possible to resolve her complaint given the circumstancesUnfortunately much of the customer's problems could have been avoided if only she had contacted me prior to giving authorization to [redacted] to proceed with the repair of her vehicle: Approximately a week to a week and a half prior to the breakdown, she scheduled an appointment with me to evaluate a noise coming from the drivetrain of her car, The appointment was scheduled for May 5, She never showed up for the appointment nor did she contact me to inform me she was having a problemShe has had a history of not showing up for appointmentsOn May 6, I received a phone call informing me that she had [redacted] diagnose and repair the faulty part and she had incurred the charges referenced in her complaintThese charges also included maintenance services which were not related to the breakdown.I understand the customer's frustration with a repeat breakdown, but I could have saved her the entire expense of this event if only she called me to let me know what was going onI would have paid for transporting her and her vehicle to my shop and replace the faulty part with another manufacturer's part given the questionable reliability of the part we installedIt would have been completed in a day with minimal inconvenience to her and no out of pocket expense.We are a small business, and the reimbursement for her claim is a major expense for us and as a result we are seeking reimbursement from the manufacturerThey have informed me it could take up to days for them to give me a response for this claimWe are doing everything possible on our part to resolve this matter to her satisfactionI only ask that she be patient while this claim is being processed.Sincerely, John D.PresidentMay 23, 2016P.SRegarding the repair invoice for 815.50, the amount needs to be adjusted down to reflect the oil change and transfer case fluid change services which were unrelated to the breakdownRemoving the oil change at and the transfer case fluid at plus sales tax would result in a figure of This plus the rental car expense of would result in a total claim amount of