Batavia Avenue Mobil

"This customer personally stopped in to review the Estimate and was provided a written Estimate that broke down the needed repairs by Jobs - Front Brakes, Rear Brakes, Tires, Suspension. He was asked if he had any questions and he had none and he verbally told us to do "all the work" as witnessed by the Manager and a Customer Service Representative. The next day the mechanic performed all the work as instructed. When the customer picked up the vehicle he stated that was not the amount he approved. We reviewed the original Estimate with the customer and it was in agreement with the final Invoice. Apparently the customer had looked at the last subtotaled job portion which was for suspension work for $918. This was clearly noted as a SUBTOTAL and there were other SUBTOTALS on the page for the front brake work and the rear brake work, which allows the customer to decide which Estimated and recommended work to approve. When looking at the Estimate overall with a breakdown of parts and labor and sections clearly labeled as SUBTOTAL, it is apparent that all the work that was done and approved could not have added up to $918. It appears that he only saw the cost of the last item and assumed that this was for everything. As this was provided in writing and he clearly stated to do "all the work" we did all the work as requested which included all Estimated work, front brakes, rear brakes, tire work and suspension work. The customer was upset and refusing to pay for something he said he did not approve when he came in to pick up the vehicle. As we understood the customer was upset and may have been unclear of the Estimate as he approved it, we discounted the Invoice by $475. This was done as a courtesy to the customer and it was understood that this was a satisfactory resolution considering all the work that was done at a greatly reduced price. We are sorry that the customer still feels that he did not get what he paid for and approved. We have been in business for over 30 years and we have always tried to be fair, honest and provide the best quality service and products at the best value possible. We feel our previous record and ratings truly reflect on our level of service in the past and into the future. We are sorry this customer does not have that same opinion."