Initial Business Response /* (1000, 5, 2015/02/09) */
*** originally came into the shop with a coolant leak to the groundWe found and replaced the water pump for herDuring our multi-point inspection, we found a leaking valve cover gasketShe opted to have us replace the gasket also
She returned with a noise and check engine light, we inspected vehicle and determined possible cause was a known VW concernWe estimated repair of that itemShe opted to have it repaired elsewhereThe shop she took it to let us know that we made a mistake when doing the valve cover repairWe informed the shop we would take care of her bill, even though it included things that were ultimately, not the culpritWe would have found the same had we been able to perform the job for her, thus resulting in the same outcome, no extra dollars out of her pocketAs far as her paint work, she has very obvious prior existing repairs on the door that we are not at all responsible forEven though we had not done the damage to her door, we offered to have our body shop partner across the street, touch it up for herThey were unfortunately out with a family medical emergencyWe offered to handle when they were back and availableI did not yell at ***, quite the contrary, I was recovering from a cold that was going around and barely had any voiceWe also had a customer in the office that was present and can confirm there was a very civil discussionWe pride ourselves on our professionalism in all mattersIt is very unfortunate that even though we are covering the repair costs at another shop, offered to fix paint issues that were not our doing, and willing to work with her to get the situation resolved for both parties that she is still not satisfied
Initial Business Response /* (1000, 5, 2015/02/09) */
*** originally came into the shop with a coolant leak to the groundWe found and replaced the water pump for herDuring our multi-point inspection, we found a leaking valve cover gasketShe opted to have us replace the gasket also
She returned with a noise and check engine light, we inspected vehicle and determined possible cause was a known VW concernWe estimated repair of that itemShe opted to have it repaired elsewhereThe shop she took it to let us know that we made a mistake when doing the valve cover repairWe informed the shop we would take care of her bill, even though it included things that were ultimately, not the culpritWe would have found the same had we been able to perform the job for her, thus resulting in the same outcome, no extra dollars out of her pocketAs far as her paint work, she has very obvious prior existing repairs on the door that we are not at all responsible forEven though we had not done the damage to her door, we offered to have our body shop partner across the street, touch it up for herThey were unfortunately out with a family medical emergencyWe offered to handle when they were back and availableI did not yell at ***, quite the contrary, I was recovering from a cold that was going around and barely had any voiceWe also had a customer in the office that was present and can confirm there was a very civil discussionWe pride ourselves on our professionalism in all mattersIt is very unfortunate that even though we are covering the repair costs at another shop, offered to fix paint issues that were not our doing, and willing to work with her to get the situation resolved for both parties that she is still not satisfied