Mike's New & Used Tires

I am responding to the Revdex.com about a letter I received in the mail today regarding a customer complaint about repair work she requested be done to her vehicle.  Although, we mainly operate as a New & Used Tire Shop we have several ASE Certified mechanics...

that provide services on a part time basis.  The original quote she received by the mechanic was for parts and labor to replace her water pump.  The following day, upon further inspection the mechanic noticed her serpentine belt was damaged and also needed to be replaced which called for additional parts to be ordered as well as Antifreeze. He honored his quote on labor and did not increase his labor cost for this additional work to be performed but did charge her for our cost for the additional parts.  It is routine that we contact the customer prior to performing any work if any changes occur in cost due to additional work needing to be performed.  The customer was contacted by the mechanic and after being given an explanation on the price increase, he was given the "okay" to perform the necessary repairs.  The customer paid once she picked up her vehicle, thanked the mechanic, and left with a smile on her face.    Here at Mike's New & Used Tires, we strive to provide superb customer service.  I can only say there must have been miscommunication regarding this situation.  Although we try to keep our customers happy, this may not be the case in every situation. We stand behind the services we provide and the price she paid for the work she had performed was more than 50% lower than what she would have paid anywhere else to have the work done.    Kind Regards,   Mike's New & Used Tires