Called Larry and asked him to replace two broken hinges on swing doors of a 2016 International…read more4300. I told him I had the parts, and if it would be possible to pass by within an hour from them to quickly replace if they are available. He said something along the lines of "using other people's parts isn't in our policy (I wonder why else other than to overcharge customers on parts and/or liability reasons) but we'll make an exemption, we'll see what we can do". Took the truck in, and Larry called me back saying I needed to order more parts and come back another day. I said ok no problem.
I ordered and picked up the parts a couple of days later. Today I called again, saying the same thing, "if you have time can I tell my driver to pass by soon" he said "sure come at 9:00".
My driver arrives in the truck, the do the job as requested (took 1 hour, started at 9 and finished at 10), and I received the invoice, $230.88. They charge me for 1.3 hours, when he sent me the invoice BEFORE 1.3 hours had even occurred. I brushed it off, then found a $9 environmental charge as well. Just to replace two hinges.
I brushed it off and my driver messaged me he's waiting for the keys, and that they told him they will give him the keys after I pay the invoice.
Now, I had previously done work with Larry a month or two ago, where I paid the invoice a couple days after receiving the invoice, so this caught me by suprise, he seemed like a very nice guy.
I called Larry, and asked him nicely to give the keys to my driver, he said I will not until I pay.
Unfortunately at the moment, I had $100 available, with around $3000 waiting on hold in my bank account, I told him the situation and he hit me with "it's our policy". After I heard this, I told him he was being unreasonable, and he proceeded to raise his voice and yell at me over the phone.
I then told him I can pay half ($100) right now, and the rest the next day, when my cheque cleared. I even offered to send him proof. He refused, and said I would have to wait until then to pickup the truck. I couldn't wait, as the truck has a daily route at 11:30 everyday, and it was around 10:30.
I called him a hypocrite (in a firm conversational tone), citing his past work, and mentioned how I payed a previous invoice a day or two later, with no hitch at all. He raised his voice even more, was surprised that I called him a hypocrite, and hung up.
I then had to ask my dad to lend me $130, just so Larry can release the keys.
I payed the invoice, called him and said I payed it, and am not hanging up until you give the keys to my driver. He confirmed I payed, but told me to "cut the shit" or something along those lines, and hung up.
All in all, if he mentions "policy" to you, he's BSing. You should never raise your voice to a customer when they are being respectful, you should never add charges or random "policies" to a customer because you are upset you didn't get to charge them for parts, and you should be reasonable to an honest respectful customer when that customer has been nothing but respectful to you.
Don't trust Larry, I hope he learns from this situation. He lost out on %100 of my trucks maintenance needs plus any other mechanic need I had. Even my driver knew Larry was being ridiculous.
My apologies for the soap opera review, I like to include all context for a clear picture for anyone reading this.
Have a great day
