Troni Brothers Pizza

Initial Business Response /* (1000, 10, 2016/09/08) */
[redacted]Document Attached[redacted]
My name is [redacted] and my husband [redacted] and I have been in business for 30 years. Mrs. [redacted] came in on Jan. 11, 2016. She and her husband have both been in before doing business. Her husband is a very nice...

man and we enjoy doing business with him, she on the other hand has always been difficult to deal with. On Jan. 11, 2016 she came in and she was extremely rude and critical about everything we did that day. My husband had our top mechanic get the prices for her. She did indeed ask for the top rated shock and that's what we gave her. My husband gave her the prices. She knew exactly what the price would be that day. The [redacted] ticket price is [redacted] our cost per shock with the suggested list price of [redacted] per shock. She bought two that day. They don't have a shock for that vehicle at the cost of [redacted] as she said that's what they told her they would cost. At [redacted] that would have been cheaper than what we had to pay, doesn't make sense does it. We always go by the suggested list price as does most top rated repair shops. I called [redacted] today to confirm the quality of that strut/shock and they told me it was the higher end shocks and that was what he would have recommended we go with. He told me he uses that same shock on his off road vehicle. It can haul anything that anyone would need to haul. She did not ask for the old ones back that day as they were useless.
She came back in one or two days later asking for the old parts; we told her the old shocks had been discarded. She kept telling us that day how the other tire store did her stuff differently and that we were not doing it the way they did it. So my husband had his fill and told her to never come back here again and to take her business else where. He also told her to take it back to her old store and let them check it out and if we did anything wrong we would fix it. He did not use foul language, that is not allowed in our store and if anyone is heard or we hear them using bad language they get called up on it and believe me, we keep a close eye on that.
She called the other day, 8 months after the incident, wanting to get a warranty on her parts. [redacted] our front counter man, told her to bring her receipt and her old parts back in and we would refund her money on the parts. Here it is 8 months later and I guarantee no one will give her a refund without a receipt. She said she did not have it anymore and wanted us to look up her receipt. we do all our books by hand and it is a lot of work to go dig through 8 months of paperwork to find her ticket. The first 6 months worth of tickets have been put into storage. It's not my fault she lost her receipt. I did however find the [redacted] tickets. We have our invoice to prove OUR COST and their SUGGESTED SELL PRICE, which we did use.
We have a great reputation in our home town for top quality work and low prices. We do most of the businesses in town and the surrounding towns as well. We have the Sheriff's Depts., the Schools, the counties business and the electric companies. Our labor prices at the time was [redacted] an hour. Which if you check around with the top end shops, we are very reasonable in price. We take great pride in the fact that our customers come from all over. As far as Carthage, to Anderson, Monett, and Seneca. They wouldn't drive all the way here if we didn't have great service as well as great prices. We rarely get beat on our prices.
In 30 years of business I can count on one hand the number of people my husband has asked not to come back. I was sitting there at my desk when he told Mrs. [redacted] that. She looked at me and I told her that I only knew of 3 people in 30 years that [redacted] has ever said don't come back to our business. We always try our best to make our customers happy but there are those that no matter what you do you can't make them happy.
Again, she was told to bring her receipt and the parts and we will refund the cost of the parts.
Sincerely, The Jackson's
P.S. We will mail you a copy of the [redacted] invoice to show what we paid for the shocks and the suggested sell price of the shock we used for the sale. You will see that they were the [redacted] control shock (the best shock they sell). Thank you.
Initial Consumer Rebuttal /* (3000, 12, 2016/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I mentioned to the company I do not have the receipt do to family issues and it was lost. I told them I had the date I got it done and they said it was to diffuclt to look it up that far back and didn't want to look. I'm not difficult I was in the military for a long time and I just make sure I get what I asked for on my shocks. I did not come back 2 days later I came back the same day because of the way it road and I didn't like it. Then I came back the next for my shocks . Due to being so upset I didn't grab them right then and there but they already scraped them. I would like a full refund since they don't won't to help me out about a receipt being lost. A lot of people would of accidentally misplaced a receipt . As far as the type of shocks they gave me was really weak ones and they do not do the job that they said they would. I thought I was getting a good quality and I was not. Anyone would be upset when they find out they got cheap shocks vs ones that will last a long time and actually hold up. The shocks they took off was worth money and they kept them. I will have to pay for someone to do what they should have done and that is not right. And as far as following the mark up vaule is not something to use as an excuse as far as the actual quality of the shock. And as far as him going off yelling at me about how he has to pay for his workers and insurance and amongst other things is not right. He has no right to yell at me when all I was doing was questing the quality of my shocks. So I am hurt I go to a small community to help out and they over charge and give cheap parts. They even have a deal with the town not to over charge them for getting work done on vechils. I'm being honest and I just wish they would of been honest with me. I know have to go to another mechanic that is going to put a higher quality of shock on for a lower cost. I just wish they would give me my money back and I would bring back thier shock so they can get thier money back from that. I have things I need to haul and my vechile is struggling to haul a baby load. So sad. If they would refund the full amount I would have no reason to ever go back or need to contact them. They even said the shocks had a Warren and if something went wrong all I had to do is bring it back even without a receipt before they kicked me out. Why does something have to be so difficult.
Final Business Response /* (4000, 18, 2016/09/20) */
9/20/16
To whom is may concern,
As I stated earlier in my previous letter, my husband ([redacted]) and I have been in business for 30 years. So I will keep this simple and won't rehash all that was written before.
#1 Mrs. [redacted] was told on Jan. 11th 2016 if she was not happy with the work to take it back to her previous repair shop and have them check out our work. If they had found we had done anything wrong then we would take care of it. We never heard back from Mrs. [redacted] so we assumed all was OK. We were very surprised when she contacted us 8 months later.
#2 I sent you the receipt for where her shocks had been purchased on the 11th of Jan. You can reach [redacted] at XXX-XXX-XXXX. Ask for [redacted] she is in charge of the commercial accounts. She will be able to answer any questions you might have. The shocks that were put on were the XXXXX [redacted] shock AB.
#3 Mrs. [redacted] was told by our head counter man to bring her receipt in and we would refund her money for the shocks which would be [redacted] each making it a total of [redacted] Even though she does not have her receipt and it's been 8 months my husband has decided to give her a refund anyway just to end this matter. We have a business to run and don't have time to mess with this any longer. I don't agree but that's my husbands call. So if her husband wants to bring by the old shocks we will refund them the [redacted] She is not to come bac here but her husband is welcome to come by anytime.
** My final thought on this is: Granby is my home town, I was born here and have lived here for 58 years. My husband grew up 8 miles east of here. We were high school sweethearts and have been married for 41 years. We love this town, this is home, our children grew up here and now our grandchildren are growing up here. We know 90 percent of the people who come in to this business. We treat all our customers the same. They are not just costumers they are FAMILY. The name of our store is Jackson Family Tire, our logo is Jackson Family Tire where we treat you like FAMILY. As I said before, I can count on one hand the number of people my husband ([redacted]) has asked to not come back. We treat all our customers with the respect they deserve. You do not stay in business for 30 years if you don't treat your customer's right. They come from miles around to do business here, that must say something as to our service. It saddens us that Mrs. [redacted] was not happy with our service. This is a situation we are not use to for we try our best for every customer to walk away happy and satisfied.
Sincerely,
The Jackson's