July 28, 2008 Dear Manager; I’m not exactly sure why I’m writing you except to receive some relief from the frustration over bad service received at Betton Imports. My husband called and left several voice messages July 2,3,7 to schedule an appointment for my Passat’s dead headlight. We never received a call back. Surprised in not getting an acknowledgement, we made a special trip to see what the problem was and schedule in person. We we’re immediately apologized (no reasons given for being ignored) and swiftly escorted to the waiting area for the repair. While waiting, my husband decided to venture upstairs to look at the cars and talk to a salesman since he’s in the market for a car. He was very disappointed that no one approached him during the wait and was surprised that within seconds of me notifying him the car was done – I was asked for help. With a bad taste in his mouth about the treatment, I reassured him since there was no cost to the replaced light. Today I returned to have a recall fixed while utilizing the shuttle service to and from my work. Shortly after dropping it off, Brad X called to tell me there were 2 badly cracked hoses – $100 and a torn CD boot – $80. I was shocked since all I wanted was the recall and nothing more. Since he said that they were all serious I gave him the okay to fix them while noting everything verbatim (repeating everything twice to clearly understand). He also told me there was probably going to be a $400 repair depending on the condition of the bearings. Sickened that my recall had turned into $580+, I wondered how I was ever going to afford my gum graft in 3 days without my savings. He said he would call me and tell me if more extensive work would be needed. In the afternoon, Brad called to say the expensive repair was not needed. In relief, I asked for the total. He quoted $306.70! Astonished, I told him that wasn’t what he quoted me the first time and that I wanted the breakdown. He said, “You’re right, I was wrong. I told you $180 for the total but it was just for the part.” My good feeling was short lived with him repeating the $306.70 even after his acknowledgement. When I asked for the shuttle service from work, I was rudely asked for the address because “it would have to be map quested since our driver is gone for the day.” The hour leading to my pick-up made me feel a mixture of anguish for being taken advantage of and treated like a hindrance for being picked-up with fear of confrontation. When I approached the counter, a gentleman was petting a poodle by the bench and in casual conversation. A few minutes went by with me standing at the counter, when Brad decided to stop talking and walk behind the counter. In hoping that he knew he was wrong, he unfortunately did not correct his quote. When I told him the problem he said, “I doubt I told you that since I have to include labor and write it all down.” He showed me the note and talked down to me like I was a child. Completely insulted, I told him that’s not what he said over the phone. He then said I was wrong. I felt so cornered. He then asked if everything was alright? I told him that I would pay the bill and just write a letter to the manager. He then asked if 10% off the bill “would make me happy.” It was like I was slapped in the face TWICE! I told him no, the original quoted price would. He then said he would give me that price “as long as the customer walked out happy”. I should have felt good with the correction, but the entire experience made me feel dumb, bullied, and ridiculed. Driving home I couldn’t help but think this jerk was in my car when he pulled it up for me. I hope to GOD this doesn’t ever happen to anyone else! I’ve learned many things from this life lesson and one of them is driving a little further to Plainfield is well worth it. Sarah grand rapids, MichiganU.S.A.
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