We have called Jeff and spoken with him several times since we received his concerns. We accept responsibility for the lack of communication with Jeff. As happens sometimes, we get busy and our listening skills are not as good as they are normally. We have apologized to Jeff and we have also explained our thinking about his charging issue. We always err on the side of caution when replacing parts. We never want to replace and charge a customer for things unneeded. Because we were unable to replicate the problem in the shop, we were reluctant to just replace the alternator. We have taken steps to make this process more efficient for both the customers and our shop staff.
We have also offered to replace or clean the car mat. We have always taken extra care to keep customer cars clean, however, this seems to have happened inadvertently. We have also offered a sincere apology to Jeff for this lack of detail in caring for his car.
We have expressed to Jeff that we always want to take great care of each and every customer. We have promised him, he will never again be ignored or his concerns left unchecked.
We hope to keep Jeff as one of our valuable customers in the future and will work hard to achieve that.
Verified Customer