Thank you for stopping by the repair shop last week to discuss your concerns. We are glad that we had the opurtunity to better explain how our shop functions with John being more in a supervisory role. Please know that you can always expect the same great service even if John is over seeing the work being performed. I hope you left our meeting feeling as optimistic as John and I did that we can and will continue to meet your expextations!
We apologize if we made you feel like you got the run around and could not help you. It is never our intention to make customers feel that way. As you know, when you brought your vehicle our shop to use the alignment coupon, we had to point out that your front tires were severly worn and that we could not do a proper alignment. We also pointed out, that it appeared someone installed a new tie-rod on the vehicle and did not align it right away causing the premature tire wear. We are sorry that when you asked us to rotate the badly worn front tires to the rear we could not, due to safety (the best tires should always be at the rear of the vehicle). Understanding your budget concerns, we even offerred to sell you two tires at almost our cost even though you had to decline our offer. However, we understood your situation and gave you a free estimate. Again, we apologize for not being able to help you that day and hope that you have since been able get the proper repairs made to your vehicle. Sincerely, John Knight, Service Manger.
Mrs. Dreher, We appreciate your business and regret that you and your husband did not get the service you have become accustomed to at Auto-Excel. I would like you to know that we value each and every customer and address customer concerns diligently. I can assure you that upon discussing this matter with my staff we have made changes that will improve communication. I hope that you will come back and use the free oil change that Chuck gave you for the misunderstanding. Sincerely, Lance - Owner
Ms. Davis, We apologize for the misunderstanding. Our records show that we only charged you for ten additional lug nuts and gave you three at no cost. The seven defective lugs nuts that we installed previously were replaced free of charge under your Auto-Excel warranty. Again, we apologize! Sincerely, Lance - Owner
Wayne, we believe there may be a misunderstanding on what service was actually performed on your vehicle. When you brought your car in for service you asked us if we had time for an oil change and we stated we were very busy and wouldn't be able to provide the free tire rotation. You stated it was fine if we did not do the rotate. Also, we have no record that we performed or that you requested an alignment that day. However, if you would like an alignment and free rotate we would be more than happy to provide you the service at your convenience.