Underwood Construction LLC

Initial Business Response /* (1000, 9, 2016/08/26) */
Contact Name and Title: *** *** Controller
Contact Phone: ***
Contact Email: ***@sauersauto.com
The customer ordered a rim for his GMC Terrain directly from our parts departmentHe was quoted a price of *** This price,
at no fault of the customer, was misquoted by our parts consultant and should have been quoted it at *** (actual list price)The parts employee that quoted him the price also stated that did not mention to the customer that there is a *** core charge if he wanted to keep his damaged rim (this core charge is charged to our store by the manufacturer and there is not a mark-up)When the old rim is returned, we receive a creditOur parts consultant should have said, "If you want to keep your old rim, there would be an additional *** core charge", but he didn't assuming the damaged rim would be returned
The customer contacted our service department to find out how much it would cost to swap the tire to the new rim he ordered and made an appointmentThe customer was informed when he arrived (before the work was performed) that there would be an extra charge for the valve stem and he proceeded to have the work performedIt wasn't until the work was completed, and he asked if the damaged rim was placed inside his vehicle, did anyone at the store realize that he wanted to keep the damaged rimThat is when he was informed about the *** core charge if he wanted to keep the old rimUnfortunately it was a miscommunication on both sides
The customer did speak with our Service Manager and he did agree to discount the bill for the misunderstanding, but when the customer was presented the bill, the Service Advisor, in error, had not yet made the changes, as the Service Manager agreed, and the rim billed out at list price, so the bill needed to be adjusted again
In the end, the customer was charged:
*** Labor + *** Rim + *** Core Charge + *** Valve Kit + *** Tax & Supplies = *** Total
If the customer was charged as he states he was quoted, including tax & supplies, without the core, the total would have been *** *** + *** + ***
The Service Manager states that he thought the customer was satisfied with the final bill since that is what he agreed to before he left, after adjustments, of ***
We certainly would not want to have an unhappy customer over this miscommunication and *** Our Service and Parts departments were not trying to be deceiving by any means, they were both unaware that the customer wanted to keep the damaged rim and unfortunately we had the billing errors as wellIf a refund of *** is what the customer believes is fair, we will refund
Initial Consumer Rebuttal /* (2000, 11, 2016/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 33, 2016/09/29) */
The only response I have is that Mr*** will see what happened when he receives the checkI do apologize, unfortunately it took the post office several weeks to return the check due to lack of postage the first time, so I assumed the address was incorrectNot trying to fool anyone over ***
Final Consumer Response /* (2000, 35, 2016/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a check for *** from SauersIn response I would like to say if I didn't sound optimistic it was because of the way I was treatedI am a good and decent personBeside that we were good customersI have always believed in treating people the way I am treatedThis whole thing could have been avoided if Sauers had been up front and honest with meYou can spin it anyway you want that is the bottom lineThe refund of my money was the right thing to do but I would have rather been treated with respect