I just read the rebuttal written by John, the owner of Steed, in response to the review I posted earlier.
John's rebuttal is riddled with three blatant falsehoods.
Falsehood #1
John repeatedly claims that before initiating the service, he informed my wife about the significant price increase and that she explicitly agreed to it.
This afternoon, I wrote my review about Steed from my office, and my wife was completely unaware of it.
After reading John's rebuttal at home just moments ago, I asked my wife, not mentioning about the review, "Did the shop inform you that the price had increased significantly when you went for the oil change?"
She firmly said, "There was no mention of the price increase issue at all. I simply told them, 'Please do the oil change, but skip the tire rotation.'" Her response remained consistent, no matter how many times I asked.
There is no possibility that my wife would misremember an event that happened just two days ago, nor does she have any reason to lie to me. It is truly disheartening to witness such deceit when there was not a single word exchanged about the service price between my wife & shop.
Falsehood #2
John states that I repeatedly used the words "rip-off" and "thieves."
I never accused him of ripping me off, nor did I ever call him a thief. Instead, I simply asked, "If you were a customer and saw the price for the exact same service rise from $78 to $180 in less than two years, would you find that reasonable?"
"rip-off" and "thieves." might be words in John's head.
I fail to understand why he would falsely attribute words to me and then use them to discredit me.
Falsehood #3
John accuses me, as a side note, of engaging in the conversation with a bad attitude.
However, it was John--not I--who first raised his voice, responded with irritation, and spoke in a confrontational manner.
I was told "Go to elsewhere if you don't like it!"
This was the customer service I received today from Steed.
------------below is my initial review-----------
We recently had an oil change at this shop.
When my wife brought back the invoice, I was shocked. The labor charge for "Lube, Oil, and Filter" had been $78.58 in both February 2021 (four years ago) and June 2023 (one year and ten months ago). However, on this recent invoice, it was listed as $180.96--an increase of 2.3 times in just one year and nine months. The total invoice amount was $286.00.
Since I had received the same service multiple times in the past at this shop, I called them and spoke with the owner to verify the amount. The owner confirmed that the price was correct. He claimed that they had been undercharging in the past (which I found hard to believe) and that the current price was their actual rate. He also insisted that they had clearly informed my wife about the price increase before proceeding with the service and that she had agreed to it--so what was the issue?
This is not a new shop for us; our family has been coming here for nearly 20 years. My wife, unaware of the past pricing, simply trusted my recommendation to go there and agreed to the service, assuming it was fair. But isn't mutual trust the foundation of any local business?
I asked the owner, "If you were the customer, would you accept a 2.3-fold increase in labor costs within less than two years?" His response was that pricing adjustments are part of business, and since they provided a quote that the customer accepted, there was no problem. Then, in an irritated tone, he told me that if I didn't like it, I could go elsewhere.
Throughout the conversation, I remained polite and respectful, trying to express my concerns rationally. However, the owner repeatedly interrupted me, raised his voice, and displayed a dismissive attitude. He provided no reasonable justification for the price increase nor any effort to explain it calmly. While it's true that pricing is at the discretion of the business owner, I believe this is no way to treat a loyal customer of 20 years. Instead, I was met with hostility as if I were the one in the wrong. It was an unpleasant experience.
As I ended the call, I simply said in a calm tone, "You are an ill-mannered person."
I will never return to this shop. I will also make sure to share this experience with others in my community.
(*The entire conversation took place in Korean.) read more