[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:They did not have to take the job, and I had no way of forcing them to do itI agreed to the hours of labor quoted meThey called me that night to say the labor was finished they told me it was fours hours, not the I had agreed to payIf they contacted me to explain the difference in labor I would not have approved that much work to be done on my car.This response is meant to paint me as an aggressive and stingy customer; I don't appreciate itIf they would have been transparent and upfront about the amount of labor they intended to charge this would have all been avoidedPlease inform me as to the next steps in this process
Regards,
*** ***
Panamerican Motors <panamericanmotors@[redacted].com>5:20 PM (17 hours ago)to me Dear [redacted], I hope this email finds you well. I want to thank you for giving us the opportunity to provide our explanation for the events that originated this...
complaint. [redacted] contacted our shop by phone and spoke to Mr. S[redacted] the Manager of the shop inquiring about a Maryland Safety State Inspection (Service we provide), and a hitch installation. Mr. S[redacted] explained to him that our shop does not offer hitch installation but we would be happy to assist him with the inspection. [redacted] insisted we do the hitch installation, he stated he currently possessed a hitch direct from the manufacturer. Our Job is to try to help our clients so we connected with various nearby mechanic shops and body shops to refer the client, but none of our referrals agreed to take this hitch installation job. The client continued to insist we take the job, assuring us this was a straight from manufactured hitch and that he needed to have this done urgently. Under the condition that this was a hitch straight from the manufacturer, we agreed to work on his car.The quote was calculated based on the information received originally by [redacted]. The mechanic realized the part was not the original from the manufacturer but a generic after market that requires extra work for installation. Mr. S[redacted] called [redacted] directly to explain this issue and the extra work it entails. [redacted] agreed to the terms and insisted we take on the job due to an emergency. [redacted] handed Mr. S[redacted] a booklet with the part and forwarded video via email for the mechanic to view it and install the hitch. After our mechanic reviewed the material, [redacted] was contacted once again to let him know that according to the installation instructions; we needed to perform some alterations to the frame and this was going to take longer than 1.5 hrs. [redacted] was in agreement to pay whatever it took to get the job done. After receiving consent from [redacted] we went ahead and completed the work he requested. The job took four hours.
When [redacted] came to pick up his vehicle, he stated to Mr. S[redacted], "I will not pay this amount because it's too much". We wanted to avoid any further confrontation in regards to [redacted]’s concerns since the work was already done. We decided to come to an agreement with [redacted] and let him decide how much he was willing to pay. [redacted] stated that he would pay for 2.5 hours of work. Although our Mechanic worked on his vehicle for 4 hours, we went ahead and settled with him, taking a loss.
We were thoroughly surprised and saddened that [redacted] would make a complaint to your office after the various accommodations that we provided him in his time of need. We take pride in our customer service and we exhausted any resources we had to make his experience with us efficient. We took a loss of 1.5 hours of labor even after he accepted the terms several times by phone in hopes that he would be happy and satisfied because we strive for customer satisfaction in every interaction. Pan American Motors has been in business for almost two decades. Our mechanics are honest and we give customers quotes before we start working on their cars. This is only possible because our shop only works with OEM parts or aftermarket quality parts made specifically for each make and model which was not the case in this specific situation. As you can imagine, once the mechanic is working on a car he may encounter issues or challenges that we then have to communicate with our clients. Once the client is fully aware of the issues and change of costs and they then agree to the new price, we will continue work on their car. We do not surprise our customers with extra costs because that is unethical and we are mindful that customers may not have the resources to pay for the work. I hope this information is helpful to you, should you have any additional questions please feel free to contact me directly. Best Regards, Aldo S[redacted]President Pan American Motors811 Burlington Ave Silver Spring, MDCell: ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:They did not have to take the job, and I had no way of forcing them to do itI agreed to the hours of labor quoted meThey called me that night to say the labor was finished they told me it was fours hours, not the I had agreed to payIf they contacted me to explain the difference in labor I would not have approved that much work to be done on my car.This response is meant to paint me as an aggressive and stingy customer; I don't appreciate itIf they would have been transparent and upfront about the amount of labor they intended to charge this would have all been avoidedPlease inform me as to the next steps in this process
Regards,
*** ***
Panamerican Motors <panamericanmotors@[redacted].com>5:20 PM (17 hours ago)to me Dear [redacted], I hope this email finds you well. I want to thank you for giving us the opportunity to provide our explanation for the events that originated this...
complaint. [redacted] contacted our shop by phone and spoke to Mr. S[redacted] the Manager of the shop inquiring about a Maryland Safety State Inspection (Service we provide), and a hitch installation. Mr. S[redacted] explained to him that our shop does not offer hitch installation but we would be happy to assist him with the inspection. [redacted] insisted we do the hitch installation, he stated he currently possessed a hitch direct from the manufacturer. Our Job is to try to help our clients so we connected with various nearby mechanic shops and body shops to refer the client, but none of our referrals agreed to take this hitch installation job. The client continued to insist we take the job, assuring us this was a straight from manufactured hitch and that he needed to have this done urgently. Under the condition that this was a hitch straight from the manufacturer, we agreed to work on his car.The quote was calculated based on the information received originally by [redacted]. The mechanic realized the part was not the original from the manufacturer but a generic after market that requires extra work for installation. Mr. S[redacted] called [redacted] directly to explain this issue and the extra work it entails. [redacted] agreed to the terms and insisted we take on the job due to an emergency. [redacted] handed Mr. S[redacted] a booklet with the part and forwarded video via email for the mechanic to view it and install the hitch. After our mechanic reviewed the material, [redacted] was contacted once again to let him know that according to the installation instructions; we needed to perform some alterations to the frame and this was going to take longer than 1.5 hrs. [redacted] was in agreement to pay whatever it took to get the job done. After receiving consent from [redacted] we went ahead and completed the work he requested. The job took four hours.
When [redacted] came to pick up his vehicle, he stated to Mr. S[redacted], "I will not pay this amount because it's too much". We wanted to avoid any further confrontation in regards to [redacted]’s concerns since the work was already done. We decided to come to an agreement with [redacted] and let him decide how much he was willing to pay. [redacted] stated that he would pay for 2.5 hours of work. Although our Mechanic worked on his vehicle for 4 hours, we went ahead and settled with him, taking a loss.
We were thoroughly surprised and saddened that [redacted] would make a complaint to your office after the various accommodations that we provided him in his time of need. We take pride in our customer service and we exhausted any resources we had to make his experience with us efficient. We took a loss of 1.5 hours of labor even after he accepted the terms several times by phone in hopes that he would be happy and satisfied because we strive for customer satisfaction in every interaction. Pan American Motors has been in business for almost two decades. Our mechanics are honest and we give customers quotes before we start working on their cars. This is only possible because our shop only works with OEM parts or aftermarket quality parts made specifically for each make and model which was not the case in this specific situation. As you can imagine, once the mechanic is working on a car he may encounter issues or challenges that we then have to communicate with our clients. Once the client is fully aware of the issues and change of costs and they then agree to the new price, we will continue work on their car. We do not surprise our customers with extra costs because that is unethical and we are mindful that customers may not have the resources to pay for the work. I hope this information is helpful to you, should you have any additional questions please feel free to contact me directly. Best Regards, Aldo S[redacted]President Pan American Motors811 Burlington Ave Silver Spring, MDCell: ###-###-####