TruckPro Fort Saskatchewan

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@ [redacted] .ca Customer brought unit in for CVIPWe inspected the trailer and completed the CVIP, at this point we found that two wheel seals were leaking and the front axle brakes was not working Both items are part of the CVIPI believe there was a miscommunication between shop foreman and the customers wifeShop foreman indicated that we do CVIP inspection and indicate what we findThen we advise customer if further diagnostics are requiredCustapproved hour labor to further diagnose the problemAt this time it was discovered that all four seals were installed incorrectly by the customer and one magnet for the brake was defectiveEstimate was given for worst case scenariowith out the price of the CVIP Inspection which is $Customer understood this as she attempted to inquire about us discounting the CVIP chargeThe Foreman indicated to her we couldn't do that Lastly when we found all wheels with seals installed Incorrectly and and home made retainer clips for brake magnetsWe had to pull the other wheelsWe invited customer to the shop to have a look at what we found and he did not come down and he phoned the next morning and told us to go ahead.The issue of days to complete is because the customer did not give us approval to repair unit till the next day at which time we needed to order parts and have them brought in from Edmonton which takes half a dayWe returned all parts to customer and explained that the parts were damaged do to improper installation [redacted] With that said we clearly have a unsatisfied customer and we are a small business and we need all customersWith that said we will offer the customer a free CVIP for there next piece of equipment they bring to our shop Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Quote provided did include the CVIP $230.I'm not sure if the person who gave the quote was not qualified to do so but as the initial complaint indicated the CVIP, parts and labour to fix issues for worst case scenario was to be a maximum of $As per the work approval, we provided approval the next day as you indicated but even so, your staff reassured us that same time that the trailer will be done by 11am that same dayI called at around 10am to check on status and was told that parts just arrived so work won't be completed until 1pmI called at 12:30pm to check on status again and was told some parts were not received so it won't be done until the end of dayMy problem with this is that we were reassured that it will be done and it wasn't [redacted] Thank you for the free CVIP offer next year but at this point in time we just don't have the confidence in your facility

Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted].ca
Customer brought unit in for CVIP. We inspected the trailer and completed the CVIP, at this point we found that two wheel seals were leaking...

and the front axle brakes was not working . Both items are part of the CVIP. I believe there was a miscommunication between shop foreman and the customers wife. Shop foreman indicated that we do CVIP inspection and indicate what we find. Then we advise customer if further diagnostics are required. Cust. approved 1 hour labor to further diagnose the problem. At this time it was discovered that all 4 four seals were installed incorrectly by the customer and one magnet for the brake was defective. Estimate was given for 1000.00 worst case scenario. with out the price of the CVIP Inspection which is $230.00. Customer understood this as she attempted to inquire about us discounting the CVIP charge. The Foreman indicated to her we couldn't do that . Lastly when we found all 4 wheels with seals installed Incorrectly and and home made retainer clips for brake magnets. We had to pull the other wheels. We invited customer to the shop to have a look at what we found and he did not come down and he phoned the next morning and told us to go ahead.The issue of 1.5 days to complete is because the customer did not give us approval to repair unit till the next day at which time we needed to order parts and have them brought in from Edmonton which takes half a day. We returned all parts to customer and explained that the parts were damaged do to improper installation. [redacted] With that said we clearly have a unsatisfied customer and we are a small business and we need all customers. With that said we will offer the customer a free CVIP for there next piece of equipment they bring to our shop.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quote provided did include the CVIP $230.I'm not sure if the person who gave the quote was not qualified to do so but as the initial complaint indicated the CVIP, parts and labour to fix issues for worst case scenario was to be a maximum of $1000. As per the work approval, we provided approval the next day as you indicated but even so, your staff reassured us that same time that the trailer will be done by 11am that same day. I called at around 10am to check on status and was told that parts just arrived so work won't be completed until 1pm. I called at 12:30pm to check on status again and was told some parts were not received so it won't be done until the end of day. My problem with this is that we were reassured that it will be done and it wasn't. [redacted] Thank you for the free CVIP offer next year but at this point in time we just don't have the confidence in your facility.