We thankfully made it back to Lufkin without our car dying and go to the shop to have the battery installed and get our money back, the lady at the desk was clueless and didn’t even tell the guy we showed up. She “didn’t know when he would be back in” we go over a week before making contact with David for him to fix it. My husband brings it in and David acts like he never said we would get our money back for Their mistakes!! Had our vehicle died on the side of the road with our two young children inside you can be assured we would be sueing Family Auto. Since no major incident happened we will take our business elsewhere to a Reliable shop where they actually Do What we pay for.
Owes us $257.49 for a job they failed to do.
Very unhappy customers who will Not be returning.
I want to apologize for the miscommunication within our shop that allowed your vehicle to leave without the new battery. This truly was a big mistake. As soon as the error was discovered, we immediately called you in hopes that we would catch you before you left town; unfortunately, we didn’t catch you in time. When I called, I spoke to your husband about how the truck was driving. Your husband praised the job we did and said, “the truck never felt so good to drive” and that it “had plenty of power”. As much as it pained me, I had to explain to him that we found the new battery you paid for still sitting on the floor of the shop. This was a rare oversight on our part, but we were very willing to take responsibility for our mistake. I explained to your husband that we would be happy to get that battery installed when he returned to town. I also explained to him at that time that IF he were to take his vehicle somewhere else and have a new battery installed, THEN I would gladly give him a refund for the battery and installation charge when he returned. When you returned to town and your husband came to the shop, I was not in the office that morning. Your husband informed our secretary that he would be back to talk to me. When your husband came back a week later, I was there and was more than happy to get things straightened out. I asked him if he would like a refund OR for me to go ahead and install the battery, as I was prepared to do either one. He was calm and very nice and chose to allow us to correct our mistake. So, we installed the battery.
As far as the oil change, it was checked and was part of the bid given to your husband of work to be performed on that first visit. He chose NOT to get it done to cut cost and was advised it needed to be done as soon as possible. He said he would take care of it.
We do pride ourselves on the honesty and integrity we show our customers and their satisfaction is our priority. Yes, mistakes do happen, and we apologize for this one. We appreciate your business and the kind disposition your husband had when he allowed us to correct our mistake.
David Chipman, Service Mgr.