Dear Sir: I sincerely sorry for the inconvenience and the problem that happened with your son's car. I just came back from out of town and I was checking all emails, that's why I did not respond to you right away and I 'm Just doing it now.
I came back from the week end and answered the phone and your son was very rude to myself, did he mentioned to you? He was very unrespectful and raising his voice that something was wrong with his car, after service was performed last Saturday. I told him nicely to come back to our place that we can take a look at the problem, still he was rising his voice on his voice and I do understand frustration when these things happening specially when you driving on a highway to the extent that the police can stop you for not having your lights working properly .Our service technician that worked on your son's car that day as part of our inspection points, checked all lights from the outside of the car and were found only 2 lights bulbs off, one from the license plate and the other one from the tale brake light, all rest of the lights were ok. Customer service advisor mentioned to your son about the lights and agreed to change both, but at the end of the service only the tale brake light was the one replaced. The light from license plate was not needed to change since it was double checked and was loose and did light up. This light was not charged to your son. Our main job is to provide good customer service and be honest with our customers and we took that light bulb from the bill because we wouldn't charge a customer for something that was not replaced. The same day your son called he came back to check the light issue that he was complained but he came very rude and yelling, again. I understanding his frustration but on Saturday when the car left our place all light bulbs were functioning correctly and the only lights touched were the ones mentioned. The car was put inside of one of the bays and your son still talking very loud, yelling that his car was not like that. Technician at that time tried to explain him that the lights he was claiming not working ,were never touched and also it did not make sense that all regular brake lights were working and how come the other ones not and that is an obvious thing to observe when all lights were checked but to prove that, technician was going to take the whole back light frame out from driver side to test with a good bulb and when he had half way out your son asked how much , and he was told didn't know until tested, he just said not do it after the frame was half way taken out and your son tried to closed the trunk door without putting all back in place, he was told wait to install all back if you don't want us to checked and then he refrained and waited until all was put back in place without checking the light. To avoid more confrontation and seeing how aggressive and altered your son was ,he was told to go and leave the place since we could not work like that and not given us a chance to try to see what was really the problem and he could not make up his mind just because of his attitude and he did says the F... word when living the place. At this point you have heard both sides of the history. I'm here to your order Mr Ron R. ready to talk, listen and explain you personally if you wish what really happened. I do honestly apologize for all the misunderstanding. We always want to get 200% satisfaction to all our customers. I am here Monday thru Friday 8.00 a.m. to 7.00 p.m. Our phone is 224-268-3111.You can stop by or call us at any time.
Madelin Herrera
Manager read more
