Mobile Mechanics

This customer is not an honest customer, there was nothing wrong with her vehicle following the repair, she just did not have the money for her repair and had to borrow a family members credit card, we do not request cash payment and frankly the contrary as seen in the first photo screen shot, she
requested half and half and we advised her to do all on credit card if she likesWhen she notified us about the so called bolt being loose we immediately schedules her an appointment for the following day, although she asked if someone can comeout sooner I advised I can try but can't promise, since warranty checks are done by appointment only never same day but I would tryKeep in mind it was in the peak of holiday travel , So in that regard that is true we did not make it there the first nightThe second day when we had scheduled the appointment, she said 1pm, it would not work because husband has an appointment and again she requested anytime after 4pm , so at this point it's considered same day service which she's not guaranteed because she cancelled our scheduled appointmentAgain no one available during that time frame, no call was given because the next available technician was still on duty and on a job until 6am the next morningSo when we got into the office the next morning we read her text messages as she cussed and screamed ranted and rave but was only motivated to get a refund prior to us starting difficult to ensure that there was a loose boltThe whole time she kept saying I'm going to dispute some of the stupid charges on my credit card., and really the only refund or money she was renting raving about was the money that was charged on her Family members credit cardI advised her that we will send somebody out between the hours of noon and PM that day, she agreed, my tech arrived just prior to 5pm and only for her to decline service and send him on his way and call me the next day on Saturday to tell me that no one ever showed up and again how she's disputing the charges etcI called my tech and aw the call and text details from her and him which confirmed that she sent him packingI believe that the customer did not have an issue with the bolt and tried everything in her power to get us to pay for her repair because she couldn't afford such an extensive repair, and would have to borrow some money from a family memeber on a credit card and intern have to repay the credit card companyShe sent my tech packing because he was about to uncover the truth about the bolt being secured properlyShe will not be entitled to any refunds and per our warranty policy if she takes the vehicle to someone other than our company her warranty is void, and it shall be soShe may dispute the charges that's her right as a card holder, although I'm confident that we will win that dispute we have everything documented and signed for an have texts msgs proving she is untruthful, thank you

I am rejecting this response because:
As you can see In a video that I recorded from beginning to end of our interaction , the mechanic did not advise me that the part for my vehicle was not available. Nor did I tell him I wanted a quick fix.

Good afternoon,In regards to the complaint,  we do not feel that there was any wrongdoing, cheating, dishonesty or unfair business practices or that we took advantage of this gentleman. As far as his statement, that is correct, we charged him for labor time (on site) 2 hours @ $87.50 per hour,...

if you could tell in the call summary diary that the technician was there for about three hours, yet we only charged him for two of those hours,  so that we don't create a hardship for the customer. You can also see in the invoice that we detailed every single step in the process on paper and with the customer. We explained to him exactly what we were doing &  how we were going to do it and we charged him accordingly. We did not misrepresent  what type of repair done because it was at the request of the customer and it was duly noted on the invoice where he signed it. We did exactly what he was told, we installed hose we listed on the invoice as a hose. We did not mislead him into believing he was receiving something other than he was given. He payed exactly for that type of service that was given. His main concern with being able to drive his car home.  He made it clear to the technician to do whatever it takes so he can drive his car home. We also lives in that that will be the one that he given because of the service that was provided that was also noted on the invoice which he signed.  My technician also advise the customer to see Mechanic and his home area as soon as possible so they can repair the cooler line housing have a place with the proper oil cooler line. One last point in regards to his complaint. That was correct the customer was advised that we were going to bring out parts for his vehicle and  again we notified  the customer prior to arrival advising that there were no parts available in the area for his year vehicle, Although we would do whatever it takes to try and get him back on the road as quickly as possible. He was advised from the beginning to the end.There will be no refund given in this matter because we feel that we done and taken all the necessary steps to keep the customer informed and aware of the possibilities of conducting the quick fix repair, and he agreed and was sure happy when he was able to drive home. We maintained professionalism and respect for the individual and his vehicle and was completely honest and straight forward with him throughout the process, he stood by my technician the whole time observing and interacting with my technician explaining what he was doing, this was all verified via our in vehicle data communications system that Is recording the technicians shift. [redacted] Cabanillas RMO/CEOMobile Mechanics Team LLC [redacted]

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