Company Response
11/30/2022
In response to the complaint Mr. Robin Thomas, our customer made. We would like to start by stating that between our office and Mr. Thomas there was a big miscommunication regarding when the customer wanted the vehicle ready. The customer was given an estimate of $1,500.00 +/tax over the phone, and was also informed that we needed a $500.00 deposit. When
he came and signed the estimate form, he was told that we would only be working on the engine long block only, and was told we would use all the original external accessories, and he was also told that there would be an increase to the original estimate which again he signed and agreed to before the work started. The customer is correct when he states that he came and dropped off a multiple deposit. We want to make this clear, when he first signed the paper work he did not tell us he needed the vehicle quick he mentioned making deposits when possible but when he told us this, we did not ask the customer if he was going to need a certain amount of time, each time he came to drop off a deposit he always mentioned being short on cash, and that he would bring a deposit again when he could. When we have a customer do this, we usually hold off on working
on the vehicle until the customer tells us they are ready for the vehicle. We never asked this and he never told that he needed the vehicle. When he came in to ask about the vehicle, we let him know we have not started on it because of the deposits he was making and that we were waiting on him, we let him know that we needed to finish the cars ahead of his, he was rude and
threatened one of our employees with hitting him, but ended up agreeing to what we told him after two of our office employees talked to him. We understood his frustration he had, and explained to him that we would have finished his vehicle sooner and he did not have the money the vehicle would eventually go to storage and he would pay more, which is something we did
not want to happen. Mr. Thomas was then told about recommendation from our mechanic for his external parts, we told him this was up to him and that we would only replace what he approves and he approved 6 parts to replace, and agreed to the core charge. On October 25, 2022 he came to pick up his vehicle and was verbally told about our warranty policy while he signed and agreed each step of the way. Mr. Thomas asked for a final quote which we did give him, but we told him itwas an estimated final amount due to the fact that the work was not done, we explained that we would need the vehicle running properly to assure that final total. The reason for that is because if the vehicle turned on and had issues with an external part and he wanted to replace it we would need to added to the total, but he did receive that amount over the phone. This customer received the warranty policy along with his invoices in writing, he has a physical copy. For him to say he did not get anything in writing is false. On November 18, 2022 we received an email from your office with the invoice number and information of the customer, we called him shortly after pulling his paper work and we spoke to Mr. Thomas and asked him how his vehicle is doing and to remind him of the 500-mileservice we require for us to inspect the engine and service it to make sure it broken in properly, he told our service supervisor that his engine was working great and that he had no issue. Again, we understand the frustration this customer had, but it was just a case of miscommunication which we have spoken to all the office employees to make sure this does not happen again. If the customer has any issues with the vehicle, he knows all he needs to do is call and us bring it during our hours of operation. He has a 3-year 36,000-mile warranty on his engine and he also has a 3 month or 3,000-mile warranty on labor. Again, if he has any issues with the vehicle, he needs to call us and or bring it in for us to work on under warranty, but as of that phone call we did he claims there are no issues.
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