WB&A Construction Group

I have gotten with our service team and this is what I have been told went on1) Concerning the length of time to repair (months): When the customer dropped the truck off, he mentioned that the vehicle had already been sitting inoperable for months and was in no hurry, and that we could take our time and work it inWe also had extensive delays in getting repair authorization as we went through the various steps of the diagnostic process.2) Concerning the Charges: The customer approved the $charge for repairing a inoperative blower motor, window motor, and power portHe also approved for a new battery and battery terminal to be replaced that were defectiveThe only other charges were for tax, shop supplies and a diagnostic fee related to the PCM and instrument clusterWe had to track the concern down which required us to check the PCM which there is not test for, so we got approval to put one inWhen it did not fix the concern but led us to the next component which was the instrument cluster being badWe returned the part and did not charge the customer for the part and only one hour for all the time spent diagnosing the concernThis is where the customer chose to decline and additional repairs and take the vehicle We feel like we were very fair and tried to work with the customer to get his truck fixedWe can understand his frustration with the vehicle but based on the condition, this was the best we could do and do not feel we did anything wrong to justify us refunding the customer for the work we didAll charges were approved and work completed but we have to follow the service manuals to properly repair this concern and if the vehicle won't start we have to get that fixed before we can move onThis type of thing impacted his charges because there were multiple problems with the vehicle