Initial Business Response /* (1000, 5, 2015/02/09) */
[redacted] originally came into the shop with a coolant leak to the ground. We found and replaced the water pump for her. During our multi-point inspection, we found a leaking valve cover gasket. She 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 concern. We estimated repair of that item. She opted to have it repaired elsewhere. The shop she took it to let us know that we made a mistake when doing the valve cover repair. We informed the shop we would take care of her bill, even though it included things that were ultimately, not the culprit. We 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 pocket. As far as her paint work, she has very obvious prior existing repairs on the door that we are not at all responsible for. Even 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 her. They were unfortunately out with a family medical emergency. We offered to handle when they were back and available. I did not yell at [redacted], quite the contrary, I was recovering from a cold that was going around and barely had any voice. We also had a customer in the office that was present and can confirm there was a very civil discussion. We pride ourselves on our professionalism in all matters. It 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) */
[redacted] originally came into the shop with a coolant leak to the ground. We found and replaced the water pump for her. During our multi-point inspection, we found a leaking valve cover gasket. She 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 concern. We estimated repair of that item. She opted to have it repaired elsewhere. The shop she took it to let us know that we made a mistake when doing the valve cover repair. We informed the shop we would take care of her bill, even though it included things that were ultimately, not the culprit. We 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 pocket. As far as her paint work, she has very obvious prior existing repairs on the door that we are not at all responsible for. Even 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 her. They were unfortunately out with a family medical emergency. We offered to handle when they were back and available. I did not yell at [redacted], quite the contrary, I was recovering from a cold that was going around and barely had any voice. We also had a customer in the office that was present and can confirm there was a very civil discussion. We pride ourselves on our professionalism in all matters. It 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.