Another AA Horror Story |
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Another AA Horror Story |
krazykonrad |
Feb 25 2007, 04:27 PM
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#1
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Senior Member Group: Members Posts: 1,128 Joined: 21-February 06 From: Canton, GA Member No.: 5,610 |
AA just ran well in excess of $1,000 over budget on my 914. I dont dispute the necessity of the work or the pricing of the work. However, they went way too far when I told them to what my budget was. The official company line is this was a "misunderstanding".
In all candor, Shon and Daniel in the shop were great to work with. Shon got put in the middle between George and I when George suddenly dropped the problem on his lap. AA fooled me once on bad customer service. Now they fooled me twice. Shame on me for trusting them. Never again! To keep a potential flame war off the site, PM me if you're interested in the story. Konrad |
sww914 |
Feb 27 2007, 11:39 AM
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#2
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Advanced Member Group: Members Posts: 2,439 Joined: 4-June 06 Member No.: 6,146 Region Association: None |
At this point, I must say that the real problem was poor communication on both sides.
I have run both bodyshops and mechanical shops, and while they are very different because of the insurance company's involvement, proper communication is absolutely vital in either case. In Ca, the shop is responsible for making sure that the customer UNDERSTANDS what is being done and how much it will cost. If there's any disagreement, the benefit of the doubt usually goes to the customer, the assumption is made that the shop is a group of auto repair professionals that understand the process and must take care not to take advantage of a naive customer. In Ca, if the cost exceeds the repair order, the customer must authorize (and understand) every single part and labor item. I mean every single part, every nut, washer, clip, etc. Every part cost must be itemized and a part number listed without exception. The shop must also record every phone conversation and what was authorized specifically. For some shaky-feeling customers I would even make them drive to the shop to sign each additional authorization as we went along, in case there were problems later, I would have written proof that I tried to explain exactly what was being done. It seems that the vehicle owner did authorize the repairs, there is a signature on the RO, If the RO was up to date at the time of the signature. I would never again work off of handwritten RO's because it's too easy for a customer to claim that I had written in more stuff later, if they sign a printed estimate it's clear exactly what they are signing, right there next to the price. In any case, it's clear to me that both parties must be a lot more careful to communicate thoroughly in the future. I'm sure that neither wants to do business with the other anymore, but each should be a lot more careful with the next guy. EVERY piece of paper that was posted here is not clear enough for me, I can't imagine what the phone conversations were like. |
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