We appreciate your business. You initially returned due to an issue that had absolutely nothing to do with the transmission nor any of the work we performed. We also addressed the concern and took care of it free of charge to you even though it wasn't our fault. The second time, you brought it back and we determined that the torque converter was defective that we installed. We humbly apologize for the inconvenience but we are rectifying the issue immediately again, free of charge. We appreciate your patience and the 5 star review! Eddie is a great manager and does a great job taking care of our customers.
We apologize for your bad experience as we generally pride ourselves on customer service. We did try calling once or twice, but it went straight to voicemail. We did not however leave a message. You called several times to check up on your vehicle and within an hour, your son would also call, asking the same questions, nearly every time you called. We did treat you with respect and again am sorry that you feel otherwise. All that was asked was whether you and your son communicated at all. The reason that was said was because you and him would call and ask the same questions. We explained that there were several issues getting the correct parts and we would call you once the vehicle was ready. We never got a chance to so because before we could even test drive the vehicle, you and your son called again. It's very hard to give exact dates and times when something will be completed. Everything in this business is based on estimated times, which is why we tell customers we will call them with an update or when it's ready. It is assumed that if a customer doesn't hear from us that we are still working in the vehicle, there is no current update aside from what they already know and the vehicle is not ready. I spoke to your husband once and explained what was going and explained again, we will call with an update or when the vehicle is ready. We sorry we fell short of your expectations and wish we could rectify this situation. When your credit cards wouldn't work, I even let you and your son leave without paying so he wouldn't be late to work. A gentleman came in after you and his card worked, so it wasn't the terminal after all. We did this to try and help make the situation a little easier on you. I tried to call you several times after that and all it did was go straight to your voicemail once again. We greatly appreciate you leaving a check in our key drop box. Not many shops if any would just let a customer leave owing them thousands of dollars, trusting them, just so their son wouldn't be late to work. In the end, it was a misunderstanding and maybe we can fix the situation and provide you better service the next time around.