Initial Business Response /* (1000, 5, 2014/09/04) */
We apologize for the mistake on our part. We did not mean to put the tires on the original quote. We were making two quotes at the time and accidently put the tires and alignment on the wrong quote. The car was never brought into the shop...
so we couldn't have known whether or not it needed tires. We would not try to sell someone tires if they did not need them. And as for removing the thermostat, that is a standard practice when doing a coolant flush. If the thermostat is not removed you cannot properly flush the engine block and heater core. We 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 flush. The terminology of "drain and fill" and "flush" can easily be confused. Again 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 necessary. When 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 out. If 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 clean. In that case we would have recommended a simple drain and fill service. We really do try to take care of our customers and only recommend what needs to be done. We have reviews on yelp, Google plus, and our website, as well as 100 customer reviews on our Diamond Certified page. To this date we have never received a bad review other than the review from this miscommunication. We have never formally met this person or spoken over the phone or serviced this individual's car. However, we did send another email on the 27th of August, which unfortunately was not included in the email correspondences in your Revdex.com Report. That email apologized and included a drain and fill estimate only. We 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 08/27/14 at 11:41 am.
Initial Consumer Rebuttal /* (2000, 8, 2014/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response. Yes, this company did send an email apologizing for the confusion, but this Revdex.com posting was already submitted. I appreciated the apology. My only hope here is that in the future, this company will be more careful and mindful when emailing quotes, especially to new customers. The initial responses given did not show a high degree of customer service, but the apology did. I 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 part. We did not mean to put the tires on the original quote. We were making two quotes at the time and accidently put the tires and alignment on the wrong quote. The car was never brought into the shop...
so we couldn't have known whether or not it needed tires. We would not try to sell someone tires if they did not need them. And as for removing the thermostat, that is a standard practice when doing a coolant flush. If the thermostat is not removed you cannot properly flush the engine block and heater core. We 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 flush. The terminology of "drain and fill" and "flush" can easily be confused. Again 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 necessary. When 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 out. If 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 clean. In that case we would have recommended a simple drain and fill service. We really do try to take care of our customers and only recommend what needs to be done. We have reviews on yelp, Google plus, and our website, as well as 100 customer reviews on our Diamond Certified page. To this date we have never received a bad review other than the review from this miscommunication. We have never formally met this person or spoken over the phone or serviced this individual's car. However, we did send another email on the 27th of August, which unfortunately was not included in the email correspondences in your Revdex.com Report. That email apologized and included a drain and fill estimate only. We 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 08/27/14 at 11:41 am.
Initial Consumer Rebuttal /* (2000, 8, 2014/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response. Yes, this company did send an email apologizing for the confusion, but this Revdex.com posting was already submitted. I appreciated the apology. My only hope here is that in the future, this company will be more careful and mindful when emailing quotes, especially to new customers. The initial responses given did not show a high degree of customer service, but the apology did. I 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.