Louis Garage

"Thank you! We appreciate your business."

"Yes, we had issues getting the customer's car finished as we were extremely busy in July. I was not satisfied with how long it took to complete the work and expressed my feelings to the customer. I communicated the problems to the customer that we were having at the time. We offered her our standard 12 month/12,000 mile guarantee and told her to contact us with any problems. She called almost a year later and said the engine was leaking oil again. She said she had her mechanic check it out and he said the leak was related to the work we did last July. She brought the vehicle in for us to check it out, but she insisted that we fix it right away. I told her we could not fix the car as we were way too busy a the time and needed to schedule a date in a week or two. June, July and August are extremely busy months for us and we were also understaffed. I did not want to commit to a day when we would be busy with other vehicles as I wanted to be sure that the job was done correctly and no mistakes were made. In my opinion, the customer was not easy to work with and was very demanding. On her last visit to our shop she brought her personal assistant and her mechanic in order to show us the leak on her car. In my opinion, her assistant and mechanic were more understanding, reasonable and easier to work with than she was. We were prepared to repair the leak as promised on a scheduled date, but the customer unexpectedly called and cancelled the appointment at the last minute. She said she sold the car and the new owner would fix the car. I told the customer we would cover the repair under warranty even if the work was done after the warranty expired. We told her the leak was minor and did not need to be repaired right away (especially considering how busy we were at the time). In the end, we did the best we could considering the circumstances and the customer would not accept this."

"Thank you! We appreciate your business."