Absolute Import and Domestic Auto Repair

This is a response to the letter dated Tuesday, June 7, 2016.We have made an attempt to satisfy Mr [redacted] 's complaint tothe best of our abilitiesAt this point, we consider thiscomplaint resolved and closed.Thank you,Absolute Import & Domestic Auto RepairPBox 751North Bend, Wa

Complaint: ***I am rejecting this response because:
The claim that anything more than $of labor was authorized is falseThe inspection of the part of the car that needed repair was incomplete and so the work was misquotedThe mistake is the shop/mechanic's responsibility, and it is poor and suspect business practice to perform and charge for work that was not discussed prior to it being done
As for "not showing" for my initial appointment: I had arranged to drop the car off in the morning of 5/17/16, but my schedule did not allow itI called the shop during their business hours and left a message (no one answered) to inform them that I wouldn't be able to make it, and they called me back and said that bringing it the next day would be no inconvenience
When called when the work was completed: I expressed to the shop owners my irritation that work was performed without my approvalThey offered that I could use the $being charged toward a complete repair, but we both said that we would discuss it further the next day when I picked up the carI did not agree over the phone to pay the incorrect $charge
The interaction described in their response is inaccurate and incomplete: I was forced to stand and wait for mins outside their shop until the owners arrived at 10:30am (they advertise being open at am)When asked to verify that work was done, Bob (mechanic and owner) became visibly irritated as if I had made an unreasonable requestI became suspicious that any extra work had been done at all if he was hesitant to show meI calmly tried to explain that, as a shop mechanic myself (bikes), I understand how quotes work and that time in a shop is valuable, but Bob immediately escalated the exchange to a tense argument, telling me to pay the full bill or leave, and accused me of "trespassing." Bob told his wife to call the police and went into his office, retaining my car and refusing to show that he had done any work
According to the attached document, my rights as a customer have clearly been violatedRe: Item #- I was not provided with a written estimate of any workRe: Item #- Until the police were present, I was not allowed to verify that work had been performed, since Bob refused to show meRe: Item #- The total charge was more than 10% over what was initially quoted (67% over)
Absolute Auto has not made "every attempt to keep (their) customers happy." They did not offer any attempt even with police present to resolve the disagreement other than demanding the full payment, in cashThe offer of $credit toward any future repairs is unacceptableBob explicitly instructed me to never come back to his shop again, so this is not a valid offerWith the level of disrespect that was shown toward me as a customer, I do not trust the staff at this shop to perform any type of service on any car that I ownThe satisfactory resolution is for Absolute Auto to issue a $refund plus any tax paid
Sincerely,*** ***

Absolute Import & Domestic Auto RepairP.OBox 751North Bend, Wa98045RE: *** * *** Complaint ID #***We have reviewed Mr***'s billing/collection issues and in accordance to Wasingtonstate law (see attatched Customer Rights)On 5/13/16, Mr*** was given a verbalrepair quote
for his Nissan Versa of $100-$or more, depending on what wouldbe found during the initial repairMr*** was then satisfied, agreed to the quote,understood that it may be more, and scheduled repairs on 5/16/16, but did not show.Mr*** later called in to reschedule for 5/17/16.On 5/17/16, a few minutes after 3:30pm, Mr*** was called and was notified thatan additional one hour labor time was necessary to get his vehicle to the satisfactoryspecifications per his requestTherefore, his repair bill less tax came to $Mr.*** claims that he did not authorize the additional labor time, when in fact, he didon 5/13/and again on 5/17/While on the phone with Mr***, he had inquiredfor an additional estimate on a complete catalytic converter/muffler assemblyAnestimate of $was given to compare with his $repairsMr*** was giventhe consideration of applying the $towards the $should he later decide ongoing that directionMr*** was satisfied with that optionMr*** was askedfor a pick up time on 5/18/16, but didn't know or have an exact time.5/18/16, Mr*** arrived at Absolute Auto to pick up his vehicle at which time hebecame verbally abusive and threatening to our staff, so much so that we had to callthe police in order to safe guard our employees and place of business.At Absolute Import Auto we try to make every attempt to keep our customers happywith the products and services we provideWe would be happy to issue a credit of$towards any future repairs Mr*** may require or $credit towardsthe estamated repairs of $(see attatched repair invoice)

This is a response to the letter dated Tuesday, June 7, 2016.We have made an attempt to satisfy Mr. [redacted]'s complaint tothe best of our abilities. At this point, we consider thiscomplaint resolved and closed.Thank you,Absolute Import & Domestic Auto RepairP. 0. Box 751North Bend, Wa. 98045