Initial Business Response /* (1000, 5, 2015/05/21) */
Customer had front end damage on his truck, you could see the front cover was pushed back and the hood bent upwards. We wrote a preliminary estimate and gave it to the customer, with the understanding that there was hidden damage behind the...
front end panels so we would not know the extent of the damage until it was disassembled. Upon disassembly we found a substantial amount of additional damage, figured that into the revised quote and called the customer for an approval. Customer did not want to put the additional money into the vehicle, and asked we reassembly it and they would take it. We did this and upon them picking up the vehicle, the were notified of 2 hours labor they owed, to cover the technicians time. We failed to communicate this to them ahead of time.
As a company that has a goal of being customer servants, we failed to fully serve this customer in our traditional fashion. This has been our mindset for 40+ years and unfortunately we made a mistake with this job.
I have contacted the customer personally, apologized for the inconvenience and issued a full refund to them.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response on the condition that the money is refunded which was stated verbally and in writing on this site. Waiting to receive the refund...
Initial Business Response /* (1000, 5, 2015/05/21) */
Customer had front end damage on his truck, you could see the front cover was pushed back and the hood bent upwards. We wrote a preliminary estimate and gave it to the customer, with the understanding that there was hidden damage behind the...
front end panels so we would not know the extent of the damage until it was disassembled. Upon disassembly we found a substantial amount of additional damage, figured that into the revised quote and called the customer for an approval. Customer did not want to put the additional money into the vehicle, and asked we reassembly it and they would take it. We did this and upon them picking up the vehicle, the were notified of 2 hours labor they owed, to cover the technicians time. We failed to communicate this to them ahead of time.
As a company that has a goal of being customer servants, we failed to fully serve this customer in our traditional fashion. This has been our mindset for 40+ years and unfortunately we made a mistake with this job.
I have contacted the customer personally, apologized for the inconvenience and issued a full refund to them.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response on the condition that the money is refunded which was stated verbally and in writing on this site. Waiting to receive the refund...