A Smog Test Only, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

This email has already been sent to the customer. We have already gone out to see the complaint and have offered the solution below.Dear
Mr & Mrs. [redacted]
Thank
you for speaking with me today to discuss the repair and the claim of a
scratched window. To recap , I understand that you are...

satisfied with the
repair although you feel the communication with the crew and with our
restoration specialist was not as clear as you would expect. You also stated
that our crew somehow scratched your window. No one saw them scratch it, but
you say you found this after we completed the job. As you are aware, our crew
took reasonable precautions by covering the window when they were performing
the work to prevent mortar or debris from falling on it. Our crew is not aware
of having scratched the window. Although we do not accept the certainty that our
crew is responsible, George went out to meet with you for the sake of customer
service and offered that perhaps you could find a simple solutions, such as
buffing it out, and we would consider covering that cost. Unfortunately, you
were not able to find a company that would provide that service for residences.
I also personally researched this option, but although the scratch is
 minor I could not find a company that is willing to do anything other
than replace the glass. Replacing the entire glass for a minor scratch is too
excessive a solution for us to cover, especially considering that we are not
even sure we are responsible. I did find many DIY solutions offered online for
fixing minor scratches on glass and those range in price from $10-$50.
We
have already spent several extra work days working with you on this issue and
we even performed extra work at your home that was not included in the work
order for the sake of customer service. We have been in business for 23 years
and we strive for customer satisfaction and to maintain our reputation for
quality work. Therefore we are offering you a $250 discount on the work as a
customer service courtesy. This is a significant discount on work that was
already discounted by 10% and we hope you see this as a more than fair offer.
Please
let us know if you accept this discount and we will immediately send you
a  revised invoice.
Thank
you,

Initial Business Response /* (1000, 5, 2015/08/10) */
You only paid $51.75 not $59.00. Your [redacted] absolutely has not only just a computer but specifically an OBDII computer. I understand no one likes to fail. No one wants to pay for repairs. Your vehicle is not in proper working...

order and I urge you to contact Bureau of Automotive Repair at XXXX-XXX-XXXX. File a complaint with your false claims and they will come and inspect your vehicle and they will reach the same conclusion we did and your incorrectly issued smog certification will be nullified and you will be required by BAR to properly fix your car and obtain a proper smog certification. We did the job properly the first time. It is really unfortunate that you received some false information. I look forward to the resolution. Good luck in all of your future endeavors.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree the fee was 51.75. I was viewing the charge on my other record. You record CLEARLY states I passed [redacted] from your computer generated system. I have already submitted a complaint to the Bureau of Automotive Repair. You are basing your results on newer vehicles and their computer overrides. I do not have a computer override. Your "Fail" was based on a visual view, which, according to the seasoned shop, you would need to put the vehicle up on jacks to see! Your technician refused any discussion. Please refund my $51.75
Final Business Response /* (4000, 9, 2015/08/13) */
A BAR official will contact you shortly and will spend the time to priorly educate you and [redacted] over at [redacted] Smog. I understand that this is frustrating for you. My technician fully explained your fail and continued to listen even while you tried to bully him. Your behavior was aggressive and unacceptable. Your vehicle failed. It was properly explained to you and you simply don't like what you were told. The exhaust leak that is still existing on your vehicle is going to cause further damage to connected components and cost you more money down the road the longer it goes unfixed. Your unfixed vehicle will also continue to cause more untreated exhaust to go into the atmosphere. Your vehicle is tested to the standards clearly stated on the under hood emissions of YOUR specific vehicle. Please have a lengthy conversation with the BAR rep about the computer in your car and its ability to make adjustments hundreds of times per minute. We are required to inspect all components and while it is very rare for us to jack up a vehicle we do crawl under or use a mirror to see comments under every vehicle. You will not receive a refund. While unpleasant this experience is going to add to your proper vocabulary and your understanding of your vehicle and the entire smog inspection process. Hopefully [redacted] will refund your money once the BAR rep educates both of you. Good luck.
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The BAR representative contacted me and I submitted all proper documentation. He will be visiting you with the facts in this situation and hopeful educate you on the proper management of your business. [redacted], at [redacted] Smog has 30 years experience. I am sure you will see his position. Pertaining to my "alleged" bullying and aggressive behavior, I find it difficult to understand! Your technician rambled to me the computer overrides in my system. Unfortunately, my vehicle is a [redacted] with no such computer system! When questioning your technician, he walked away, ignoring my request. As I exited I told him it would help if he learned his business. In no way did I act aggressively or attempt to bully. If my promise to report you to the Revdex.com is bullying, then my humble apologies are in order. The BAR representative will be there soon to educate you and your staff. I am sure [redacted], with his 30 years experience would be happy to explain the proper methods to you. I will expect my refund after the BAR representative dicusses this with you. I find it unusual that you are one of the few shops that "charges" a fee for failure. You will not be receiving my services any longer.