Initial Business Response /* (1000, 5, 2014/09/04) */
We apologize for the mistake on our partWe did not mean to put the tires on the original quoteWe were making two quotes at the time and accidently put the tires and alignment on the wrong quoteThe car was never brought into the shop
so we couldn't have known whether or not it needed tiresWe would not try to sell someone tires if they did not need themAnd as for removing the thermostat, that is a standard practice when doing a coolant flushIf the thermostat is not removed you cannot properly flush the engine block and heater coreWe would have been happy to quote her a drain and fill coolant service; we just misunderstood what she was looking for when she asked for a coolant flushThe terminology of "drain and fill" and "flush" can easily be confusedAgain the car was never brought into our shop so we did not have a chance to inspect the cooling system and decide what service was necessaryWhen she asked for a coolant flush we thought there was some kind of contamination or damage to the cooling system that had to be flushed outIf the car had been brought into the shop, then we would have had a chance to look at it, and we would have seen that the system was cleanIn that case we would have recommended a simple drain and fill serviceWe really do try to take care of our customers and only recommend what needs to be doneWe have reviews on yelp, Google plus, and our website, as well as customer reviews on our Diamond Certified pageTo this date we have never received a bad review other than the review from this miscommunicationWe have never formally met this person or spoken over the phone or serviced this individual's carHowever, we did send another email on the 27th of August, which unfortunately was not included in the email correspondences in your Revdex.com ReportThat email apologized and included a drain and fill estimate onlyWe truly hoped to clear up the miscommunication and rectify any misunderstanding
Attached is a copy of the response and quote we sent to her on 08/27/at 11:am
Initial Consumer Rebuttal /* (2000, 8, 2014/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the responseYes, this company did send an email apologizing for the confusion, but this Revdex.com posting was already submittedI appreciated the apologyMy only hope here is that in the future, this company will be more careful and mindful when emailing quotes, especially to new customersThe initial responses given did not show a high degree of customer service, but the apology didI hope that this business learns that a full and thoughtful description should be given to customers seeking answers, and that when sending out quotes, ensure that the work quoted is accurate to the individual requesting it
Initial Business Response /* (1000, 5, 2014/09/04) */
We apologize for the mistake on our partWe did not mean to put the tires on the original quoteWe were making two quotes at the time and accidently put the tires and alignment on the wrong quoteThe car was never brought into the shop
so we couldn't have known whether or not it needed tiresWe would not try to sell someone tires if they did not need themAnd as for removing the thermostat, that is a standard practice when doing a coolant flushIf the thermostat is not removed you cannot properly flush the engine block and heater coreWe would have been happy to quote her a drain and fill coolant service; we just misunderstood what she was looking for when she asked for a coolant flushThe terminology of "drain and fill" and "flush" can easily be confusedAgain the car was never brought into our shop so we did not have a chance to inspect the cooling system and decide what service was necessaryWhen she asked for a coolant flush we thought there was some kind of contamination or damage to the cooling system that had to be flushed outIf the car had been brought into the shop, then we would have had a chance to look at it, and we would have seen that the system was cleanIn that case we would have recommended a simple drain and fill serviceWe really do try to take care of our customers and only recommend what needs to be doneWe have reviews on yelp, Google plus, and our website, as well as customer reviews on our Diamond Certified pageTo this date we have never received a bad review other than the review from this miscommunicationWe have never formally met this person or spoken over the phone or serviced this individual's carHowever, we did send another email on the 27th of August, which unfortunately was not included in the email correspondences in your Revdex.com ReportThat email apologized and included a drain and fill estimate onlyWe truly hoped to clear up the miscommunication and rectify any misunderstanding
Attached is a copy of the response and quote we sent to her on 08/27/at 11:am
Initial Consumer Rebuttal /* (2000, 8, 2014/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the responseYes, this company did send an email apologizing for the confusion, but this Revdex.com posting was already submittedI appreciated the apologyMy only hope here is that in the future, this company will be more careful and mindful when emailing quotes, especially to new customersThe initial responses given did not show a high degree of customer service, but the apology didI hope that this business learns that a full and thoughtful description should be given to customers seeking answers, and that when sending out quotes, ensure that the work quoted is accurate to the individual requesting it