Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com We want to offer Mr [redacted] our sincere apology for this unfortunate situation Our employee Josh misspoke with regard to our company policy and mishandled our customer service to him Josh didn't understand our policy and should have checked with our store manager for clarification before speaking to [redacted] Josh has already been in contact with Laliebe and has assured him that we will take care of his vehicleWe feel terrible about this and we are reviewing this policy with our other employees as wellI'm hoping that [redacted] will forgive us and know that he is a valued customer of Berger Auto Thank you for your assistance with our customer relations OFFER: We will take care of his vehicle
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Contact Name and Title: Dan [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com I have received the complaint from Ms [redacted] and am downhearted to learn that she is upset with usWe appreciate her and we don't want to lose her as our customer I read that Ms [redacted] was offended by our mechanic and that she felt that the mechanic didn't have respect for herWe are deeply sorry for that and also really regret that she got offended by himWe know that Ms [redacted] 's time is very precious and know that this experience was probably stressful for her We spoke with our mechanic regarding this information and he is very sorry to have come across as disrespectful and said that he certainly didn't mean to appear that way He said that the symptoms she described such as "the rpms were climbing to between shifts" do not match the symptoms of a bad water pumpHe would feel guilty to perform a service or replace a part that isn't justified or needed I read that she had the water pump replaced at another shop and that the receipt was available for viewingI would appreciate it if she would contact me and forward a copy of that invoice to me so that I can find out how to help her Thanks for assisting us with our customer relations OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On my first visit with Berger,I stated that I was hearing a noise and that I strongly suspected it was the water pumpI never even mentioned the high idle on first presentationThe sound was NEVER addressed even when I pointed it out on the ride along The high idle was never even resolved and I suspect the EGR valve was never the issueI will be having an independent mechanic address the issue in the week to come as it has become more severe I really don't understand how I could have been more clearI had a witness with me when I presented the car that heard me tell them it was the water pump I would like reimbursement for what I ended up having to get done elsewhere and I will present the receiptMore than that, I would like an honest apology that does not include lies about me and what I told them about my car Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Contact Name and Title: Dan [redacted] On January Ms [redacted] brought her vehicle back to us and requested that we replace the E.G.Rvalve under warrantyWe were happy to do that for herAfterward we noticed that the engine still had a high idle problem, so our Service Manager offered that we would go ahead and do the diagnostics on that for her at no chargeShe took the car with her at that time and we're waiting for her reply We are very happy to be working with her again and we also appreciate your help with this matter OFFER: We offer to diagnose the additional problem for her at no cost
Initial Business Response / [redacted] (1000, 6, 2016/01/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com We want to offer Mr [redacted] our sincere apology for this unfortunate situation Our employee Josh misspoke with regard to our company policy and mishandled our customer service to him Josh didn't understand our policy and should have checked with our store manager for clarification before speaking to [redacted] Josh has already been in contact with Laliebe and has assured him that we will take care of his vehicleWe feel terrible about this and we are reviewing this policy with our other employees as wellI'm hoping that [redacted] will forgive us and know that he is a valued customer of Berger Auto Thank you for your assistance with our customer relations OFFER: We will take care of his vehicle
Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ Contact Name and Title: Dan [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com I have received the complaint from Ms [redacted] and am downhearted to learn that she is upset with usWe appreciate her and we don't want to lose her as our customer I read that Ms [redacted] was offended by our mechanic and that she felt that the mechanic didn't have respect for herWe are deeply sorry for that and also really regret that she got offended by himWe know that Ms [redacted] 's time is very precious and know that this experience was probably stressful for her We spoke with our mechanic regarding this information and he is very sorry to have come across as disrespectful and said that he certainly didn't mean to appear that way He said that the symptoms she described such as "the rpms were climbing to between shifts" do not match the symptoms of a bad water pumpHe would feel guilty to perform a service or replace a part that isn't justified or needed I read that she had the water pump replaced at another shop and that the receipt was available for viewingI would appreciate it if she would contact me and forward a copy of that invoice to me so that I can find out how to help her Thanks for assisting us with our customer relations OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On my first visit with Berger,I stated that I was hearing a noise and that I strongly suspected it was the water pumpI never even mentioned the high idle on first presentationThe sound was NEVER addressed even when I pointed it out on the ride along The high idle was never even resolved and I suspect the EGR valve was never the issueI will be having an independent mechanic address the issue in the week to come as it has become more severe I really don't understand how I could have been more clearI had a witness with me when I presented the car that heard me tell them it was the water pump I would like reimbursement for what I ended up having to get done elsewhere and I will present the receiptMore than that, I would like an honest apology that does not include lies about me and what I told them about my car Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Contact Name and Title: Dan [redacted] On January Ms [redacted] brought her vehicle back to us and requested that we replace the E.G.Rvalve under warrantyWe were happy to do that for herAfterward we noticed that the engine still had a high idle problem, so our Service Manager offered that we would go ahead and do the diagnostics on that for her at no chargeShe took the car with her at that time and we're waiting for her reply We are very happy to be working with her again and we also appreciate your help with this matter OFFER: We offer to diagnose the additional problem for her at no cost