Charged $100 for 4.5 installs, only got 4. Charged at higher rate than original cost. Charged taxes twice. Charged for disposal for parts left in car.
I went to pick up my car after hearing a clunking which developed after my spring installation. Also had to get car re-tinted, neither of the two things were done right the first time. I paid about $850 for tinting and spring install. I didn't mind paying this fee when I thought I was getting the best but-I didn't feel I did AND I overlooked the fact that the spring install charged me $100 for 4.5 installs. I didn't get 4.5 springs installed, wouldn't know how to install half of one-and noticed that the original price was $80 and I was fool enough to agree to pay $100. I was also charged a shop disposal fee for a dirty box of springs left inside my car, which I had to dispose of. AND my wife was taxed when she bought the gift certificate while I was charged when I used it. States either allow taxing during purchase OR usage. I finally decided to drive my car around for a while before being sure enough a strut nut/bolt wasn't loose or a tire fly off before contacting you, as I'm sure my car won't be treated right after this (since it wasn't before this complaint).
I want a partial refund for the over-charges totalling $170. I should have paid $320 for the install (actually paid $450). I should not have been charged tax on the gift card purchase nor charged for the shop disposal when they did not accomplish this.
This customer was quoted $450 for this install, our standard price for this type of work. He was also charged a standard "shop supply/disposal fee" as posted in our showroom as well as listed on the work order. This is industry standard. The customers wife bought a gift certificate and the system only applied the principal amount and not the principal plus tax towards the final bill. It was a system error and this $17.50 was agreed to be refunded. Asking for money back for the rest of the agreed and stated work is not possible. There were no surprises and he was billed the quoted and agreed amount that he also paid and left with the vehicle. This has come up several weeks later so we are not sure what to do about this. We pride ourselves on our work and our customer service. The following is an email I have previously sent to the customer with no response back:
I received your email and would like to explain some of your concerns. First of all...the charge of 4.5 is for 4.5 HOURS of labor...not per spring. When your ticket was made it actually wasn't done correctly to represent the hours and labor right but the TOTAL that you were quoted WAS. So that is clarified.
All removed parts from a car are returned to the customer, that is store policy. Many times if we do not, and throw them out...customers ask for them back and they are thrown away.
All vehicles that get mechanical work are charged a customer disposal fee, also store policy and normal for this industry.
The tax on your wife's charge and then the $18.50 not applied towards your final charge was a clerical error and was simply a mistake.
The issue with bringing the car back:
Tint, trash can pop up in window film, it is just part of it, we always make it right if it does...which we did.
Suspension, your factory rubber spring cup has two small seats that pop into the mount, they are simply worn out and it slipped out of place. The last kit that WE supplied, came with these pieces and it wasn't a problem but your kit did NOT come with these. Either way, when you brought it back, we also fixed that no problem.
At this point, we owe you $18.50, which again, was an honest mistake and is mainly an issue with our system that needs to be corrected. We can get you that anytime.
I want to apologize for all of the things that you are unhappy with and would like to ask, what else can we do to make you satisfied?
Let me know and I will make it right.
Thanks for your time.
(The consumer indicated he/she DID NOT accept the response from the business.)
1-the clerical error is inconsistent within his own statements. At both $17.50 and $18.50.
2-the shop disposal fee was presented to me after I paid and as I stated, nothing was disposed of.
3-the receipt I have clearly states I was billed for 4.5 spring installs-not hours of labor AND I didn't know the price I paid was higher than the shop's original price until after I paid and received the receipt.
4-none of the work was done right the first time-I took time off, paid for Lyft rides, etc.
At this point, I'm having a hard time believing these are just a bunch of clerical errors/typos.
Final Business Response
We will issue refund once a document is signed. That is our only stipulation. This is a must for us. We can send that correspondence via email or mail so the customer does not have to come by the shop.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
My email is ****************@gmail.com. My address: *** ******* Rd *** ** Nashville TN XXXXX. I begin and end work outside their business hours and can't take more time off to see them for the same 2 services.