To whom it may concern,I would like to take this opportunity to state my side of the story by listing the chronological facts as I have them documented on the attached receipts as well as my recollection of the events that occurred[redacted] did come to us on 12-22-for a "Smart Start" Breathalyzer system recalibration as he is court ordered do every month due to a DUI related sentencing he received from the stateHe also requested we change his oil and filter at that time (Exhibit A)Upon performing his oil change it was observed that both front axle boots were torn and both outer tie rod ends were badHe requested a price quote, agreed to the price given and scheduled an apptto come back on 12-30-to have the work performed as discussedA receipt was written and deposit was left on 12-22-(Exhibit B).The vehicle had been dropped off before hours for his appton 12-30-when we went outside to pull the vehicle in for its scheduled repairs it was found already with a dead battery in the parking lotWe used a jump pack to jump start the vehicle and bring it in inside so we could work on it as plannedAs a no charge courtesy we hooked our battery charger up to the vehicle and allowed it to charge while we were working on itUpon completing the repairs it was found that the battery did not hold a chargeIt was at that time that [redacted] was contacted and informed he would need a batteryNo permission was given to replace the battery at that timeLater that evening [redacted] **showed up to pay for the vehicle so he and his son could return after hours and pick it upAt that time he and I had discussed the battery situation in personUnder his own free will HE ASKED ME if we had a battery in stock and could put it in for him and I said yes, so we immediately pulled the vehicle back in (which had to be jump started again) and replaced the battery as requestedAfter replacing a battery we always check the vehicle charging and starting systems with a too! from Snap On called the [redacted] EVERYTHING tested AOK at that timeI had also explained to [redacted] that the breathalyzer system needed to be reset due to the dead battery NOT because we "did not connect it properly" as stated in the letter from [redacted] The system was never disconnected and had NO reason what so ever to be disconnected from inside the car while we were outside the car changing axles and tie rodsIt is common that these systems require a reset due to voltage irregularities caused from weak vehicle batteries.They returned after hours that night as planned to pick up the car and apparently [redacted] Jrwas unable to activate the breathalyzer in order to start the car using the same method of blowing into the machine that he had known and been used toThey left the car here and called the shop not realizing that I was still here, I answered the phone and listened to them explain that he was unable to start the car therefore had left it hereThey were right down the street so we agreed I would wait here for them to come back with the keys and breathalyzer handset they had taken with themWhen they returned I explained to them that we had NO issues starting the car earlier that evening.,I explained that it was likely a setting in the machine that defaulted the unit to a different method of blowing when it was reset and that we would take care of it as soon as the shop reopened on the next business day.Both [redacted] Jrand Srshowed up around 11am on 12-31-to pick up the vehicle, I was not yet at the shop when they showed upMy staff had not had a chance to hook the unit up to our computer in order to check and change any settings as of yet due to a busy morningIn fact, my staff had not even had the time to move the vehicle from where it had been previously left parked in the next door lotWhile [redacted] Jrand Srwere here they watched one of my employees get in the car, start it up with no issues and move it over to our building so we could hook up the breathalyzer as neededWe then found the settings had been defaulted back to a different blow method as suspected and corrected everything as requested of usIt was at that time [redacted] Jrgot in the car to start it up and it would not startWe sent one of our mechanical technicians out to look at the carHe had determined the vehicle starter had seized upThis was an unfortunate coincidence but I assure you had ABSOLUTELY NOTHING to do with changing axles, tie rods and a batteryIt is in fact likely that the starter had been beginning to bind up slightly for some time causing excessive strain on the battery and ultimately killing the battery, [redacted] Srbecame understandably upset with my counter person and upset him to the point he had to call me at home while I was taking care of my sick year old sonMy employee informed me that [redacted] Sr, was yelling that all the shops around here fix one thing and break another and he was upset that I was not here and was demanding to speak with the bossAt that time I got on the phone with him and explained everything as I had known it to be and apologized for this unfortunate coincidence.On a side note; [redacted] Srtold me that my employee had been a little stern with him after he had gotten upset.I apologized for that as well and assured him I would speak to my employee as soon as I got to work (which I did)We then had a pleasant conversation for a few minutes about customer service because that is the industry he is in as wellAt the time [redacted] ASKED ME if we were able to put a starter in the car that day and I said yes, I also said that I would give it to him at cost plus a nominal labor charge to cover my expenses as a courtesy because I felt bad about what he was going through with his son's vehicle and having to lay all this money out for repairsHe graciously accepted my offerThe starter was installed as agreed (Exhibit C) and the vehicle started fine [redacted] Jrwaited at the shop while we were installing the starter, I wrote the bill in front of him as we discussed the situation and the discounts I was giving themHe seemed happy, we shook hands and wished each other a happy New YearNOW FAST FORWARD TO THIS LETTER...???In conclusion, I clearly feel we did NOTHING wrong and I am NOT willing to do ANY sort of refund at this time.I will however gladly offer future service discounts should they choose to return to our establishment.Please contact me directly with any questions or for additional info, I will be out most of this coming week due to a surgery I have scheduled on 1-12-15, but should be able to be reached toward the end of the week.Thank you for taking your valuable time to read my side of this story,Sincerely, Chris F
To whom it may concern,I would like to take this opportunity to state my side of the story by listing the chronological facts as I have them documented on the attached receipts as well as my recollection of the events that occurred[redacted] did come to us on 12-22-for a "Smart Start" Breathalyzer system recalibration as he is court ordered do every month due to a DUI related sentencing he received from the stateHe also requested we change his oil and filter at that time (Exhibit A)Upon performing his oil change it was observed that both front axle boots were torn and both outer tie rod ends were badHe requested a price quote, agreed to the price given and scheduled an apptto come back on 12-30-to have the work performed as discussedA receipt was written and deposit was left on 12-22-(Exhibit B).The vehicle had been dropped off before hours for his appton 12-30-when we went outside to pull the vehicle in for its scheduled repairs it was found already with a dead battery in the parking lotWe used a jump pack to jump start the vehicle and bring it in inside so we could work on it as plannedAs a no charge courtesy we hooked our battery charger up to the vehicle and allowed it to charge while we were working on itUpon completing the repairs it was found that the battery did not hold a chargeIt was at that time that [redacted] was contacted and informed he would need a batteryNo permission was given to replace the battery at that timeLater that evening [redacted] **showed up to pay for the vehicle so he and his son could return after hours and pick it upAt that time he and I had discussed the battery situation in personUnder his own free will HE ASKED ME if we had a battery in stock and could put it in for him and I said yes, so we immediately pulled the vehicle back in (which had to be jump started again) and replaced the battery as requestedAfter replacing a battery we always check the vehicle charging and starting systems with a too! from Snap On called the [redacted] EVERYTHING tested AOK at that timeI had also explained to [redacted] that the breathalyzer system needed to be reset due to the dead battery NOT because we "did not connect it properly" as stated in the letter from [redacted] The system was never disconnected and had NO reason what so ever to be disconnected from inside the car while we were outside the car changing axles and tie rodsIt is common that these systems require a reset due to voltage irregularities caused from weak vehicle batteries.They returned after hours that night as planned to pick up the car and apparently [redacted] Jrwas unable to activate the breathalyzer in order to start the car using the same method of blowing into the machine that he had known and been used toThey left the car here and called the shop not realizing that I was still here, I answered the phone and listened to them explain that he was unable to start the car therefore had left it hereThey were right down the street so we agreed I would wait here for them to come back with the keys and breathalyzer handset they had taken with themWhen they returned I explained to them that we had NO issues starting the car earlier that evening.,I explained that it was likely a setting in the machine that defaulted the unit to a different method of blowing when it was reset and that we would take care of it as soon as the shop reopened on the next business day.Both [redacted] Jrand Srshowed up around 11am on 12-31-to pick up the vehicle, I was not yet at the shop when they showed upMy staff had not had a chance to hook the unit up to our computer in order to check and change any settings as of yet due to a busy morningIn fact, my staff had not even had the time to move the vehicle from where it had been previously left parked in the next door lotWhile [redacted] Jrand Srwere here they watched one of my employees get in the car, start it up with no issues and move it over to our building so we could hook up the breathalyzer as neededWe then found the settings had been defaulted back to a different blow method as suspected and corrected everything as requested of usIt was at that time [redacted] Jrgot in the car to start it up and it would not startWe sent one of our mechanical technicians out to look at the carHe had determined the vehicle starter had seized upThis was an unfortunate coincidence but I assure you had ABSOLUTELY NOTHING to do with changing axles, tie rods and a batteryIt is in fact likely that the starter had been beginning to bind up slightly for some time causing excessive strain on the battery and ultimately killing the battery, [redacted] Srbecame understandably upset with my counter person and upset him to the point he had to call me at home while I was taking care of my sick year old sonMy employee informed me that [redacted] Sr, was yelling that all the shops around here fix one thing and break another and he was upset that I was not here and was demanding to speak with the bossAt that time I got on the phone with him and explained everything as I had known it to be and apologized for this unfortunate coincidence.On a side note; [redacted] Srtold me that my employee had been a little stern with him after he had gotten upset.I apologized for that as well and assured him I would speak to my employee as soon as I got to work (which I did)We then had a pleasant conversation for a few minutes about customer service because that is the industry he is in as wellAt the time [redacted] ASKED ME if we were able to put a starter in the car that day and I said yes, I also said that I would give it to him at cost plus a nominal labor charge to cover my expenses as a courtesy because I felt bad about what he was going through with his son's vehicle and having to lay all this money out for repairsHe graciously accepted my offerThe starter was installed as agreed (Exhibit C) and the vehicle started fine [redacted] Jrwaited at the shop while we were installing the starter, I wrote the bill in front of him as we discussed the situation and the discounts I was giving themHe seemed happy, we shook hands and wished each other a happy New YearNOW FAST FORWARD TO THIS LETTER...???In conclusion, I clearly feel we did NOTHING wrong and I am NOT willing to do ANY sort of refund at this time.I will however gladly offer future service discounts should they choose to return to our establishment.Please contact me directly with any questions or for additional info, I will be out most of this coming week due to a surgery I have scheduled on 1-12-15, but should be able to be reached toward the end of the week.Thank you for taking your valuable time to read my side of this story,Sincerely, Chris F