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Complaint Details
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Initial Complaint
09/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Sept 8th we took are f350 van in to have a leaking cylinder replaced. We got there around 2pm and waited for them to finish with another customer’s vehicle. It was after 2pm when they took it into the shop. About 3pm they said it was ready. We noticed that they charged two hours labor. I told the lady at the desk that you only worked on it for less than a hour. She said that it was for when we came in last month to take a look at it. And that two guys worked on it, and they both need paid. I don’t feel you can charge a customer for 2 hours work just because two guys worked on it.
Business response
11/03/2023
We have reviewed this complaint and investigated with our Evansville staff. We learned that we did refund one hour of labor for this customer in September from a customer service perspective, however, the 2 hours of labor originally billed were legitimate because of the (1) of time spent prior to this visit on diagnosing the issue, and the second hour our labor was billed for the service event repair. If our Office Administrator explained the reason for billing as a function of having two technicians on the job, that was an error on her part. We have never billed service out according to how many technicians assist on a job. We have since coached her on this topic and there is now clear understanding of how we bill labor. We regret this event occurred. We made this customer aware in September as well that his wheelchair lift is 23 years old, and although it has been a reliable piece of equipment for a very long time, other failures are likely to occur that will require us to diagnose an issue before we order replacement parts.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.