Tom's Truck Repair

9/22/2016 While working on the HVAC system of Mr. [redacted]’s truck, we had to pull the dash and inner dash panel for access. The inner dash panel was already cracked when we got to it, and we cracked it even worse for it was brittle like what happens to a lot of dash parts. We informed Mr. [redacted]...

at that time we would replace that inner dash panel part at no charge to him. . It is important to note that the outer dashboard itself was cracked also when the vehicle came in to the shop. We have pictures of the dash as it was upon arrival.   We replaced the inner dash panel part at no cost to Mr. [redacted] as we promised.   10/31/2016 Mr. [redacted] brought his truck back in and asked for a quote to repair the outer dash panel. There were no aftermarket or used parts available at that time, so our service writer [redacted] called Mr. [redacted] and quoted him the dealer price of $750. Mr. [redacted] then authorized the repair over the phone and we ordered the part and installed the outer dash panel.   We did run into some issues while doing the work agreed upon and it took us several more hours Than anticipated to complete the work. We did not pass that cost onto Mr. [redacted] and took a loss on those extra hours. When Mr. [redacted] came to pick up the vehicle he stated he did not authorize the repair and refused to pay. We offered interest free extended payment terms and he stated he did not intend to pay anything for the repair.   11/3/2016 We did not release the vehicle to Mr. [redacted] for we could not come to an agreement. He was told he would need to speak with [redacted]. The owner and first shift Foreman of the company. [redacted] had just undergone surgery and was unavailable for about a week. He was present when our service writer [redacted] had the phone conversation with Mr. [redacted] and overheard [redacted] repeating back to Mr. [redacted] the price quote and verifying authorization to continue the repair.   11/11/2016 When [redacted] returned and spoke to MR. [redacted], he told Mr. [redacted] the vehicle would not be released until paid in full. And he also informed Mr. [redacted] that storage fees would be Added if the vehicle was not paid for and picked up soon.   12/2/2016 Mr. [redacted] came in and paid for the work and signed off on the repair order stating he authorized the work. We waived any storage fees at that time. When retrieving the vehicle for Mr. [redacted] out of our storage lot it would not Start. We tried to jump start the vehicle and it would not start. Further diagnostics revealed the ECM or the computer for the engine was no longer functional.   We assumed responsibility for the ECM and replaced it at no charge to Mr. [redacted] when the part came in two days later. The part cost around $2,000 and that does not include labor. Again, no charge to Mr. [redacted].   As you can see we have really worked with Mr. [redacted] a lot here and absorbed a great deal of cost by doing the right thing where we have been at fault. One thing is for sure, Mr. [redacted] did authorize the work performed on his vehicle.