Zephyr Trailer Sales & Repair

Initial Business Response /* (1000, 5, 2016/03/08) */
In response to ***'s claim we would like to clarify a few factsWhen *** called he stated that the trailer had a small repair in the panel that needed to be complete & asked if we would be able to get it done that weekGoing on what ***
told us and assuming the repair was minor we agreed*** brought the trailer in, when dropping the trailer off & discussing the work needed with the service tech he asked how much the service tech gave him a rough amount of $(the repair was not a minor repair) or right around $*** then said he wanted the service tech to do a written est and call him and mentioned at that time he may be turning into insurance if a certain amountAt that time the service tech told him that our policy on written estimates and we have a $fee that is FULLY refundable when the trailer is repairedThere is a lot of time invested in written repair estimates this fee is to cover time invested if the customer decided to take the insurance repair settlement and forgo the repairBut again it was and is FULLY refundable if the customer repairs the trailer which we explained to the customer a few timesUnfortunately our service tech did injure his back while doing a repair & was out a couple days setting things backThis was unforeseen & we apologized and explained what had happened to the customerZephyr does as much as we can to accommodate out customers but occasionally things happen out of our control which prevent this from occurringOur service tech states that he did in fact alert customer to the written charge and if the customer had decided to forgo the written estimate he would not have been charged the feeEven after *** bringing in the trailer and us seeing that the job was bigger than he had said on the phone we were planning on completing it in the time that we agreed but with the service tech being injured that didn't happen as we planned
Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I delivered the trailer, for unrelated reasons, with one of our tow trucks and the first thing the gentleman asked me was whether or not it was going to be an insurance job to which I replied "no." All said and done I felt the price they quoted was decent and I wasnt even upset that he hurt his back and hadn't gotten to the job as they had said, things happenIt wasn't however until they charged me the $and lied about me requesting a written estimate and then fabricated a conversation that never took place in which they claimed I agreed to their rediculous policy and I told them when I picked up I would not be bringing it back just because of their underhandednessAlso, it wasn't a major repair, I dropped it off at another local shop the following Monday and picked it up the following day good as newI'm willing to forget my time and money of dragging it to their place and then picking it up againAll I'm asking for is my $back and in return I will remove my negative reviews on their Facebook page, Google page, Yelp page, Angie's List page, etcand let bygones be bygonesI would suggest for them in the future to avoid this scam and instead actually go over their policy with each customer in writing and have your customers sign it, that way you can prove you didn't just try to make a quick $and you will also forgo the risk of losing other potential customersCommunication is the key and nobody likes having fictitious charges thrown at themNot only did you lose me as a customer but all year long I have customers on I-and Highway that burn up wheel bearings and break axles and suffer multitudes of other damages to trailers while traveling by that I would've been more than happy to send your way but over $you slammed the door shut on all that potential work as well