Wanted a repair quote & when I could not afford the repairs, the manager charged me a service fee of $** and was extremely rude.
I took my vehicle there to get a quote on some ball joint repairs. An hour later, the manager, **** ******, contacted me stating it would be nearly $*** in repairs. When I told him I'd have to wait on the repairs, and could not afford them at the time, he told me that because I wasn't going to get it fixed today that he'd be charging me $** dollars for the 30 minutes it took them to look at it. When I got there I asked him why he didn't tell me that it would cost me for them to take a look at it, and he replied in a rude tone, "You didn't ask!" I told him, "that's fine, I know quite a few people that will not come here because of your poor customer service." He replied, "We have enough business as it is, so we don't need their business." He also said that if I did not pay the $**, that he would keep my key, and if I had a spare key and took my car, he would put a lien on it and report it stolen.
My refund is sufficient.
On the afternoon of *************, the customer came into our shop to have us look at their car that was making noise. We test drove the vehicle to verify the noise and then pulled it into our shop on a lift to inspect. I called the customer with what was wrong and how much to repair, and the customer declined the repair. When the customer came to pick the vehicle up their was a bill for a half hour labor($***** including taxes). The customer felt he should not have to pay that bill and was very rude. The customer threatened with "I know a lot of people and they won't come here because of this" and I told the customer that we are a very busy shop and that I was not concerned with whom he was going to tell that to. They called the Police, the Police showed up and took both sides of the story from both parties. The Police told them they would also have to pay the bill. So they paid the bill and left. It is a normal procedure for us to check a vehicle out for a problem and then be paid for our time/labor. I did offer to waive the half hour diagnostic if they had the vehicle repaired here.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The police officer never said we had to pay the bill. The officer said, "If it were me that this was happening to, I would just pay the bill and take them to small claims court. It's not the amount of money here, it's the principal of how he is conducting business poorly." The way we were treated is what we were the most upset about. We were never told about the charge before the vehicle was looked at, and no paperwork or contract was signed prior. We asked **** why we weren't told about it before hand, and he replied in a loud voice, "BECAUSE YOU DIDN'T ASK!". The police officer couldn't believe the way **** was acting towards his customers, and also couldn't understand why we were being charged when we weren't told prior to the car being looked at; more importantly, because there was no verbal or written contract stating that there would be a charge to get the quote. Since this incident, we have tried to call the shop to speak with the owners on this matter, but he hasn't been available. I would like to keep this out of court but since this doesn't seem to be getting taken care of, I might have no choice. Like stated before - It's not about the money; it's the principal of how the manager **** conducted business, and I do not want any other customers to have to be treated the way I was treated. I myself own and operate a small business, and would NEVER treat one of my customers the way that **** treated us that day. As he stated to me at the shop, **** doesn't care about having more customers, 'as they already have enough business', but I hope that the owner feels differently.
Final Business Response
OK - #1)The Customer brought their car in to have a problem looked at and diagnosed. #2)We test drove their vehicle to verify their concern and then inspected their vehicle on a hoist to determine said problem. #3)Customer declined the repairs. #4)When customer came to pick up their vehicle they had to pay a 1/2 hour labor bill to cover our Technician's time and expertise(Labor) to diagnose their problem on their vehicle.
We offer, if the customer has the necessary repairs completed here, to refund their labor charge to check out their vehicle.