Dulles Automotive Service Center

HelloI have not heard anything from Dulles automotive since their last communication through Revdex.com. I responded back to the Revdex.com last and have not heard anything from anyone since. Any assistance you may offer to resolve this issue is greatly appreciated. Sincerely[redacted]

Thank you for allowing me to respond to the customer complaint. While I have a few disagreement with what the customer mentioned, I can say that I am in agreement that there has been a major communication issue between the business and the customer. When the car was first brought to us, the car was...

towed, thus the owner was not present. That belng the case, on the form that the tow truck driver had "[redacted]" was spelled with a "C" not a “K". Later when the customer came to pick up her car the printed invoice (will send attachment) is signed stating that the address, name, and phone number are correct, on this invoice the name is spelled with a “C”. The original receipt the customer was given showed the parts and labor under an Alternator/ Battery package. The issue that the customer had with this was that she could not decipher what the labor or parts charges were. She asked for a recipe of charge break downs, but the issue was that the manager, (myšeff) had approved a special price as she was referred from a colleague. The customer service manager did not have the code to waive more fees or deduct further pricing so he placed it under the package category. Therefore if Tony were to place this under normal part and labor pricing her receipt would reflect a higher total than the agreed upon amount, I can agree that this may be frustrating to a consumer and should be handled better. We have implemented systems since this event to prevent this from happening in the future. Understanding her desire to see a full brake down the gentleman Tony sent her an email the next morning with the . manager's help which included a full break down on the invoice to include both parts and labor, The customer would call from that day until December stating that she never received the invoice. clearly say the email was sent and had not been rejected so I was perplexed. Tony then asked the customer to spell her email address phonetically, but she declined to do so. We also asked if she would send an email to us to confirm the email address. Finally after much back and forth we found out that we had been sending the email to the an address with "[redacted]” spelled with "C" as opposed to “[redacted]" spelled with a “K”. We then sent the customer the correct information but she said it took us too long to send the email. Recall, earlier in this message that we have a document that the customer signed saying that her marrie and address were accurate. The next complaint the customer states is that she was overcharged, but that would be to say that she did not agree to the charges before the work was performed. She originally only came in for a diagnostic at which time she could have declined further work. In fact, when speaking with the customer we gave her (as with all customers) multiple pricing options which correlate with warranty and pricing. She mentioned having already spent so much or her vehicle that she would rather go with the lower price option which was understandable. Please note, that this is the first time via phone or Email that she has ever mentioned her radio was not working. An alternator and battery have nothing to do with a radio. Finally, the reason we are unable to further help this customer is because when she called about her battery issue she we asked that she could bring it in if indeed there was a battery issue so that we could warranty it out. Obviously this would be at no cost to the customer if indeed it did fail in such short time. Again she declined to do so, thus the arguments seem nonsensical at this point. -Thank you for your time,

To Whom This May Concern,The breakdown of the customers receipt was sent to her the day after the work was completed. She did not write her e-mail on the check in sheet, therefore, her e-mail was given verbally over the phone. All this was stated in detail in the last correspondence. After 2 months which Dulles Automotive thought the customer received the e-mail she calls to tell us she never got an e-mail. Our biggest pause for Concern with the statements from the customer is that she never brought the car back to us which had a 2 year parts and labor warranty minimum for us to take a look at the vehicle. If something was wrong all the parts and labor would have been covered at no charge. There is no way to honor our warranty if that is not done. For these reasons we have done all that we can do to resolve this matter.Sincerely,Dulles Automotive Service Center[redacted], Sterling VA Unit A