Thank you for taking my call regarding your review. I understand that you would like to have a rescore request because this was not your intention. Sure Critic will be contacting you in the next day or so to talk to you.
Thank you again for your time and look forward to working with you soon.
Hi Jose, first off I would like to apologize for the poor communication regarding the status of your vehicle during your last visit. We were having trouble recreating the intermittent rough running problem that you were experiencing, and when we first spoke on the phone about your vehicle being towed in and the troubles you were having, I got the impression that we had some time to diagnose an intermittent issue that you were experiencing. After three days of testing and trying to experience the condition you were asking us to look into, you did call for an update to which we further discussed again the troubles you were having and we decided to spend another couple days trying again to recreate the concern and still couldn't find anything wrong, and again you called for another update, and this call I did sense some frustration and you then decided to pick up the car which was fine of course. Therefore, to help we only charged $35, half our normal diagnostic fee, and asked to be informed if you had further troubles and if so we'd investigate further. A few days later I called to see how your car was doing and was happy to hear that it was running fine which of course is great news. I am sincerely sorry for your displeasure with us and I assure you I have certainly learned that I should be more attentive in these types of situations and call more frequently with updates. Hope you choose to try us again sometime Jose and I assure you, you will receive a better experience. Sincerely Mark Johnson and The Care Shop Team
Hi Mark, I agree with you that the Smog Test took a bit longer than it normally should, however your car is a 1985 vehicle, which requires an additional test called an EVAP test that by itself takes 15-30 minutes depending on the model of the vehicle, so a 15-minute Smog test on pre 1996 vehicles is very un-realistic. In addition to that, your car has over 300,000 miles and through the years repairs had been done that required additional inspection time such as checking the catalytic converter part numbers and so forth. My suspicion is that you are most upset with us because your car wound up failing the Smog test, which of course we have no control over. I did however spend a good deal of time discussing with you some options available to help you get your car back to a place where it could potentially pass so I thought we were okay, but I guess not. Again, I am sorry it took longer than expected, and I am sorry that your car did not pass the Smog test, and I can only hope that you will give us another try in the future. Sincerely, Mark Johnson, The Care Shop.
Hi Marcas, I would like to personally apologize for both concerns. Indeed, there was a price change from the initial estimate once we had gotten further into the initial repair and after looking into an additional repair request. However, I felt that we had discussed the various repair options and additional costs, which we had agreed to prior to us performing the repairs, so I thought we were okay there. As far as the Gear Shift being left apart all I can say is yes, we did forget to put some trim pieces together around the center console area, which we promptly did while you were waiting to pick up your car. I do realize that it took about 15-20 minutes to get the trim pieces back together and it seems to have caused you to be late for an appointment to which I am sincerely sorry. I can only hope that you will give us another opportunity in the future and I assure you we will do a better job on both accounts. Sincerely, Mark Johnson.