Brakes repair on 2009 Toyota, cost $391.66, paid by check, Feb 11, 14. Received today Feb 12, 14 a coupon offering $25.00 discount issued by Maumelle.
Unknown by me on Feb 11, 14, I had all wheels brake repair at cost of $391.66. Cost for service was paid by check.
Today, Feb 12, 14, a coupon offering $25.00 discount for service cost over $250.00 was received at my home.
I called Maumelle Exxon asking for $25.00 discount for work done yesterday but my request was denied.
I believe the coupon was already designed and printed and scheduled for delivery at my home today. Therefore I believe I should receive the $25.00 discount.
I believe my reasoning is valid, and worthy of consideration. I am 77-years old, a U.S. Army veteran, Korean War. A fixed income is sometimes considered in need.
I sought repair in good faith, and I feel I should have been informed yesterday that if I had waited for brake repair today, then I would have been entitled to the $25.00 discount.
Of course, if I am denied, I can always inform others of the way customers are treated at Maumelle Exxon as well as having all auto repairs done elsewhere.
In response to the complaint I would say most of the story is true, however there are a few details that the customer omitted and one detail I find impossible to comprehend. First off the coupon, I have hired an outside marketing firm (Door Deals) to place hangers on "doors" of customers houses. This is a process that is totally random and out of my control, so to imply that I knew the customer was getting a coupon on a given day is absurd! Second, I spoke to this customer on Feb. 12th and can honestly say he was not easy to speak with. He was very upset, entitled and extremely matter-a-fact. While on the phone I was trying to understand his complaint/resolution at the same time trying to explain the timing of the coupon and my lack of control. It seemed during my explanation he had no tolerance and little patience, so he decided to hang the phone up mid conversation! Without conviction I can say I would have given this customer anything he wanted! I have dealt with customer complaints for over fifteen years and the one thing that helps resolve any issue is a mutual respect for each other. In short I would say that his lack of patience and entitled demeanor lead to the BBB receiving a complaint. No issue big or small has to be unresolved so long as both parties are willing.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
License expired January 31, 2014, I was a practicing psychotherapist and active in several areas of mental health for 37-years. Having identified myself, I feel competent to refute some comments from the businessman. Yes, I did say I believed I should receive the $25.00 discount - having a door hanger placed on my door one-day after paying $391.66 for brake service. Secondly, I didn't hang up midway in our conversation.
I stated my position, my belief that a coupon was in process of development, had been printed, and delivery was underway no more than 24-hours after my transaction. After stating my position, my belief about the $25.00 discount, Mr. Whomever asked "Do you expect me to give you $25.00 cash?" I replied, Yes", and briefly repeated my position and belief . . . then I stated, "Okay,
I'm not going to argument any further."
In summary, I'm not a skilled mechanic and have to trust those persons who are skilled mechanics. I believe any reasonable person would question why he/she would be denied the $25.00 discount while the advertisement (door hanger) was underway and set for delivery no more then 24-hours after a customer paid $391.66; and, had I been 24-hours later having my braes worked on, I would have received the $25.00 discount.
Finally, I don't believe it takes a professionally trained and highly educated genetic and gestalt psychology(s), learning theories and general psychology to hold similar position as mine.
Thank you for this opportunity to respond to Mr. Whomever's statement.