Kihei Automotive LLC

Here at Kihei Automotive, (described as we, us, etc.) we strive to give the highest quality service withquality customer service, we are sorry that this customer feels that there shouldn't have been a chargeAfter going over all of the notes and speaking at length with the customer, a diagnostic was performed and time over what the customer was charged was spent on the vehicleThusly, a diagnostic fee wascharged, which the customer was appraised of before the work was performed and customer signed approved work order stating as suchAt Kihei Automotive, we employ ASE Master level techniciansEven at this high level of ability, there are some diagnostics that can go well beyond one hour, so our staff would not guarantee there would be no charge, especially on diagnosticsInitially, customers' vehicle had a lack of power/hesitation issueAfter testing other circuit/system etc.,our testing led us to the exhaust system as the next most likely issueWe then notified you, that if you wanted to go further in the diagnostic process we could check the exhaust for additional labor hours and you decided to take the vehicle at this pointWe apologize for any miscommunication that you feel was our doing

Here at Kihei Automotive, (described as we, us, etc.) we strive to give the highest quality service withquality customer service, we are sorry that this customer feels that there shouldn't have been a chargeAfter going over all of the notes and speaking at length with the customer, a diagnostic
was performed and time over what the customer was charged was spent on the vehicleThusly, a diagnostic fee wascharged, which the customer was appraised of before the work was performed and customer signed approved work order stating as suchAt Kihei Automotive, we employ ASE Master level techniciansEven at this high level of ability, there are some diagnostics that can go well beyond one hour, so our staff would not guarantee there would be no charge, especially on diagnosticsInitially, customers' vehicle had a lack of power/hesitation issueAfter testing other circuit/system etc.,our testing led us to the exhaust system as the next most likely issueWe then notified you, that if you wanted to go further in the diagnostic process we could check the exhaust for additional labor hours and you decided to take the vehicle at this pointWe apologize for any miscommunication that you feel was our doing

Complaint: [redacted]
I am rejecting this response because:1. Paul is the one who gave me a verbal guarantee prior to the work being started. Based on this assurance I brought my car in. Paul later said that because they spent time on the vehicle I should expect to pay. 2. Per their own admission  they did not diagnose the problem and wanted more money.3. To corroborate my version, the company offered to refund my money if I brought the car in to "prove" it is running correctly. Why would they offer to refund my money if they did not offer a guarantee? That is double speak. 4. What proof do they have that they spent time on my vehicle?
Sincerely,
[redacted]

Here at Kihei Automotive, (described as we, us, etc.) we strive to give the highest quality service withquality customer service, we are sorry that this customer feels that there shouldn't have been a charge. After going over all of the notes and speaking at length with the customer, a...

diagnostic was performed and time over what the customer was charged was spent on the vehicle. Thusly, a diagnostic fee wascharged, which the customer was appraised of before the work was performed and customer signed approved work order stating as such. At Kihei Automotive, we employ ASE Master level technicians. Even at this high level of ability, there are some diagnostics that can go well beyond one hour, so our staff would not guarantee there would be no charge, especially on diagnostics. Initially, customers' vehicle had a lack of power/hesitation issue. After testing other circuit/system etc.,our testing led us to the exhaust system as the next most likely issue. We then notified you, that if you wanted to go further in the diagnostic process we could check the exhaust for 3 additional labor hours and you decided to take the vehicle at this point. We apologize for any miscommunication that you feel was our doing.

Complaint: [redacted]
I am rejecting this response because:
1. Paul is the one who gave me a verbal guarantee prior to the work being started. Based on this assurance I brought my car in. Paul later said that because they spent time on the vehicle I should expect to pay. 
2. Per their own admission  they did not diagnose the problem and wanted more money.
3. To corroborate my version, the company offered to refund my money if I brought the car in to "prove" it is running correctly. Why would they offer to refund my money if they did not offer a guarantee? That is double speak. 
4. What proof do they have that they spent time on my vehicle?
Sincerely,
[redacted]