ComplaintsforGeorge's Garage, Inc.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week we had our truck towed to ******'s Garage **** They didn't begin working on the truck right away, because parts needed to be ordered. This morning I wrote an e-mail that stated the following:Good morning!Can you please tell me where we are with the truck? We are seriously under the gun here considering we need to use the machine thats inside the truck for a job on Monday morning. I dont think Ive ever had to wait half this long for parts But maybe because they are specialty parts? I dont know, I just know I need the truck ASAP thank you!*** The owner called me about 10 minutes after I wrote the e-mail and screamed at me like an absolute maniac saying" Don't you ever send an e-mail like that to one of my girls!" When I tried explaining that he must be misinterpreting the tone on the e-mail. His anger and screaming got much worse and and he said " You know what? I'm cancelling the f****** part! You don't know what the f*** you're doing and I want this f****** truck out of here!Now because the job will not be fixed in time, I will be losing out on a $30,000 job. This is very well documented and very simple to prove. Plus I would not have to pay for an additional $250 tow to remove the truck from the garage. I would like the truck to be repaired so I don't have to take further action Thank you!***

  Business response

  08/29/2022

  Response to Claim #********
  
  
  ************************* of ********************************** contacted us on Aug 3rd to arrange a tow of his truck to our facility the next day (Aug 4th) after finding the catalytic converters stolen off of the unit.  We brought the unit to our shop and prepared a repair estimate, which was emailed to *** on Aug 9th. This same day we ordered the parts necessary to complete the repair.  *** was submitting an insurance claim in for the repairs, but he was unfamiliar with the process.  Insurance policies have a deductible associated with them and we informed *** that any amount over the amount paid by his insurance company would be the responsibility of his company.  His response was Nope (email dated Aug 11th).  The owner of our company called *** to discuss this with him, at which time *** was immediately aggressive on the phone and initially did not want to listen.  Once he calmed down and listened to us explain the insurance process, he understood what to expect. During this same call, we informed *** of the industry-wide delay in receiving parts and he acknowledged this uncertain timeframe.
  
  We contacted the parts supplier a couple of times over the next week, but they still did not have an estimated delivery date.
  
  On Aug 18th, *** sent the email (referenced in his BBB claim) to us.  The email was surprising to us, as *** knew we were awaiting the parts.  We responded back to him,reiterating the supply chain issues and that we were still awaiting the parts.  Our owner wanted to speak with *** directly so he called him and was immediately greeted with an aggressive tone from *******  The owner tried to stop *** so he could provide an update to him, but *** was too upset with the delay in getting the truck fixed and returned, to him to listen.  At that point, we told *** we would cancel the parts order and told him to make arrangements to remove the truck from our facility.  Shortly after the call, *** sent an email to us claiming to have recorded the call with our owner and stated he would use the recording against us.  We responded that, in the **********************, recording a business conversation without informing the parties on the call is a felony and we again asked *** to remove his truck.  This very same day, *** contacted the BBB and filed a complaint, stating his desired settlement was for us to finish the job, however he never contacted us directly to make this request.
  
  Dans business partner **** called us on Aug 25th asking for a status on the truck repair.  We informed him that we were not repairing the truck (after the call with ***) and that we were still waiting for them to remove the unit from our facility.  Although **** had been copied on all the prior email correspondence, he stated he was not aware of the situation and would contact *******  **** called back, apologized for the situation,and requested that we tow the truck from our location to a repair shop located in Rockland. 
  
  We charged $150 for each of the tows, the initial one on Aug 4th and the second one on Aug 25th, not the nearly double amount of $250 each *** cited in his BBB claim.
  
  We received the BBB complaint on Friday,Aug 26th, one day after **** asked us to tow the truck to the other repair shop.  If *** had contacted us to resolve the situation and ask that we continue with the repairs, it is very likely we would have done so, however we were not given the opportunity.
  
  The situation is resolved as American Restorations truck is at a repair shop and hopefully the work will be completed quickly for them.
  
  We have been in business for 67 years and have a very positive reputation in both the industry and the community.  We respect our customers and do our best to deliver a high level of service to them.  We pride ourselves on doing so. The vast majority of customers reciprocate this level of respect back to us, however in some rare occasions, this does not occur.
  
  If you have any questions, please do not hesitate to contact us.
  
  
  
  
  

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