Customer Service question - WWYD?

My DH had some work done on my truck during the winter. I think the cost was about 3K-4K. There were a couple more details that needed to be completed, but the owner kept saying he was waiting on a part or what have you. My DH didn't want to seem pushy, so he would only call 2 times a month to followup.

It's been 7 months now and my DH decided to followup again today because we need this work done before we leave for our vacation in 3 weeks (we're taking my truck). The owner started going off on him, cursing and basically told him that he had bigger, more expensive jobs going on and that our job didn't pay the bills and it would have to wait until the end of August (after our vacation.) My DH said he stayed calm and was actually trying to calm the guy down because he liked him and his work and if it wasn't for that, he would have gone off on him. The owner continued to be rude, so my DH hung up.

I'm shocked myself as I met the guy once and he seemed like a reliable and decent guy. I'm somewhat disappointed, as I thought we finally found a place that could do the services we needed, but clearly they don't place the same value on all their clients.

Do you think I should write them an email sharing my disappointment with their actions? Or do I just let it go?

FWIW, it's small, family run business.

Message edited 7/21/2009 1:49:42 PM.

Re: Customer Service question - WWYD?

I would write them an email letting them know how you feel. Then I'd go pick up my vehicle and take my business elsewhere. Completely unacceptable!!

Re: Customer Service question - WWYD?

I would get my car and take my business elsewhere. I would also make sure he knows you will spread the word on his LACK of CS.

That was so unprofessional.

Re: Customer Service question - WWYD?

I would 100% write an email

I had an issue with my car dealership 2 weeks ago- I emailed the owner and got a response (and my $650) right away!

Re: Customer Service question - WWYD?

The guy that cursed him out is the owner? I think a letter would be a waste of time since the owner isn't going to fire himself or have a stern talk with himself.

I would only write the letter if I wanted him to apologize to me.

Re: Customer Service question - WWYD?

Re: Customer Service question - WWYD?

Re: Customer Service question - WWYD?

Hardly seems worth the effort in writing a letter IMO. I would let it go and find somewhere else to get the work done on your car.

ETA: Did you already pay for the part he was waiting on? If so, then I would just go to the BBB

Message edited 7/21/2009 2:22:57 PM.

Re: Customer Service question - WWYD?

We have the vehicle. We need to bring back to him to complete the work.

the thing is the guy does very specific work and there aren't many people on the island who do this kind of work, let alone do it right. we've been through a lot of businesses and that's why we're so disappointed because we finally thought we found a reliable & decent business. They fixed some of the things that other places messed up. (One of the things the owner ranted about, but IMO, he took the job on, so he knew what he was getting into. you can't b*tch about that after the fact.)

I'm hoping that the owner is having a bad day/bad month and he just lost it. I'm also hoping he'll come to his senses and apologize to my DH, but I doubt that.

I'm also wondering if I email the owner/business, will I look like just a nagging wife and will it make my DH look bad since the phone conversation took place between the two of them?



I just can't believe a business would behave this way to a client, especially a business that relies heavily on word of mouth and good experiences. My truck is really recognizable and people stop me to ask me questions about it all the time (I also have one of their decals on my window...but needless to say, that's coming off! )

Re: Customer Service question - WWYD?

I can't believe it was the owner that spoke to your DH this way

I am shocked

now that I realize it's the owner- I wouldn't write a letter to him- but to the BBB

Re: Customer Service question - WWYD?

Re: Customer Service question - WWYD?

I would NOT let it go. I would go down there, forget calling, bring your receipts showing that you already paid for this (and IMO, $3-4K is not a small amount, so what he has bigger jobs) and request that he complete the job that you paid for.

Explain that you have been very happy with their work, but 7 months is an unacceptable amount of time to finish the work and quite frankly it's not your concern if he has bigger jobs that "pay the bills". I'm SURE your $$$ paid SOME of his bills when you paid him, so the right thing to do is to finish your job.

AND also explain that for a specialized business like his, that relies on word of mouth, you find it hard to believe that he would treat you this way considering you could hurt his reputation and business by telling other people the truth about how he is treating you and your "small" job. Guess what, a lot of small jobs can pay many more bills than ONE big job, so he should really try to treat all his customers with the same respect.

Re: Customer Service question - WWYD?

I wouldn't back down. To have paid for work or a part MONTHS ago (did you pay in full??) and to be told you have to wait longer b/c there are other jobs coming down the pike that cost more than yours?! No way.

I don't know that a letter or an email would do anything. Did you sign any kind of contract that stated the work would be finished in a period of time? I think unfortunately b/c they have your money, you are stuck with them doing the work, but I would raise he!! over it.

Re: Customer Service question - WWYD?

Re: Customer Service question - WWYD?

if you dont have the car in your possesion, i'd go get it and tell them to go screw themselves.. he makes it sound like he was doing you a favor by fixing your car. 3-4K is a ton of money to spend in repairs. If you already have the car, i would look into finding a place to do the work you need.

I think i'd also be a smart *** and file a complaint with the BBB.

if its not paying his bills, ask for it back so you can pay your bills. idiots...

Re: Customer Service question - WWYD?

Posted by nrthshgrl

Oh & which place is it? I love Marrone's on NY Avenue.

Re: Customer Service question - WWYD?

I would take him to small claims court.

No email, no nothing.

tell it to the judge.