Hunters Woods Exxon

Isabel,

I'm so sorry you had a bad experience with an oil change here. Please bring your vehicle back by so that we can fix the problem by cleaning everything up. In addition, as a show of good will on our part, I would like to offer you a free oil change on your vehicle the next time it is due.

Fred brought in his MERCEDES and requested the battery to be checked/recharged and the charging system to be rechecked. We load tested the battery, did a complete check on the starting and charging systems and recharged the battery followed by another load test. That consumed a standard 1.5 technician hours totaling $178. (No problems were found other than a dead battery due to a light the owner left on) When Fred and his wife came in to pick up the vehicle, Fred's wife said she did not have enough money or capability to be able to pay $178. When I asked Fred if he thought any work and diagnosing on his car would be free he said Autozone would have done the same thing for free but we were more convenient and he wouldn't need to remove the battery to be recharged. I told him we have to charge for what we do because it costs money to be open and my technicians only get paid by doing work we can bill the customer for. He then replied that it should only have cost something like $35 for the convenience. I said that doesn't even make it worthwhile to have opened the hood on his car and for that small of an amount I would have refused the vehicle. He and his wife got loud and were making a scene in the cashier area so I reduced the bill to $35 (which also means my technician only gets $10 for his 1.5 hours of time spent on the vehicle) so that they could "afford" to pay the bill and then invited them to take their business elsewhere in the future. Fred's wife even expressed that she didn't care about my tech not getting paid for his time spent even though I explained that she was essentially taking food off of his table.

"Just because you can buy a Mercedes doesn't entitle you to special privileges and free service. Nor does it mean that you are better than anyone else"...Unknown

Mark Reichard
Service Manager

I am very pleased that Fred will not return. He and his wife both believe that the world owes them everything and that he should get services for free even though he is NOT loyal to anyone with his business. He will not be missed. There are tens to hundreds of much more pleasant customers more than happy to take his place as patrons of this establishment.

Mark Reichard

Under no circumstances did I EVER call Mr. Elliot a liar, I never used those words or inferred the same. Mr Elliot is also saying that we completed work on the vehicle that was not authorized, HOWEVER I have all of the phone call notes showing that all work WAS authorized by either himself or his wife. My information can also be collaborated by my office staff who also participated in the conversations. Mr. Elliot's wife was present at the time of pick up (she PAID for the repairs, she SIGNED the invoice and is the owner operator of the vehicle) and expressed that she was satisfied with the work and extra attention to detail to make her vehicle safe and keep her and her passengers from risk of carbon monoxide poisoning due to all of the exhaust leaks. At the time of pick up Mrs. Elliot had to tell her husband to calm down because a 10 minute delay to finish up the vehicle was not going to impact her departure in the vehicle for an out of town trip. When a follow up call was made to Mr. Elliot to inquire which repairs were not authorized and what would he be taking "legal" action about, he had no idea and instead responded gruffly "You know what they were!" and promptly hung up. The vehicle had been dropped off on Friday 2-9-18 late with no appointment and was delivered Saturday morning 2-10-18 completely diagnosed and repaired which required late after hours work on Friday and putting priority on their repairs over other cars already waiting. The welding repair work that had to be added on to the original estimate cost $164.84 and saved an otherwise broken out left side exhaust manifold/catalytic converter that is special order and lists for $512.87; also, $87.91 for welding two rust out holes in the rear pipe in front of the muffler that otherwise would have required a replacement pipe that is special order and lists at $213.98. Only $252.75 worth of repairs had to be added and was approved by Mr./Mrs. Elliot instead of $726.85 worth of parts and $164.84 worth of labor that any other shop unable to weld would have charged.

I contacted the customer and we were able to arrive at an understanding of each other and the customer stated he would like to continue to have our shop do his auto repairs in the future.

We are sorry that she had a bad exprience! She requested Synthetic oil change in her workorder, and when she got her bill she was not happy with the cost of Mobil1 synthetic oil! On her next visit we will make sure that she get quite satisfy with our service.