ComplaintsforColumbia Auto Care & Wash

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have all 4 spark plugs replaced in their repair shop. The spark plug ( which was listed in the invoice, the part model is Spark Plug DILZKR7B-11GS) cost $191,4 for 4 in total. However, in Amazon, the price for each of exactly same spark plug costs $15.5, and only $60 for 4 (see the link: https://www.amazon.com/NGK-95710-DILZKR7B11GS-Laser-Iridium/dp/B00I0O5LM0/ref=sr_1_2?crid=36OKI1EF03BSK&keywords=spark+plug+ngk+dilzkr7b11gs&qid=1668021844&sprefix=spark+plug+nsk+dilzkr7b11gs%2Caps%2C68&sr=8-2). Also, another repair shop, national tire and battery (NTB), told me that they only charged the 4 spark plugs for $57.7, which is much cheaper than that in Columbia Auto Care. Therefore, I am unhappy since I was over-charged for the cost of spark plugs. I request them to refund me the overcharged money back.

  Business response

  12/05/2022

  Business Response /* (1000, 7, 2022/11/16) */ The customer brought their concerns about pricing to our attention when the vehicle was still here. As is shown on the invoice the customer uploaded, customer was given 15% off of their bill, for a total of $119 in discounts. We do not typically "price match" parts compared to Amazon prices, as we do not buy from Amazon, and we provide a 3 year/36,000-mile warranty on all parts and repairs. In this case, we offered to price match the spark plugs as a courtesy but informed the customer we could not both prices match the parts AND offer the 15% discount combined. Since the 15% off total bill was a larger amount of discount, the customer opted for this. We agree the same part number is available cheaper on Amazon, as is almost everything. The Customer's vehicle was dropped off and completed on a same day basis, which would not be possible if parts were purchased and delivered from Amazon, saving the customer valuable time of being without their vehicle (total time vehicle was here less than 6 hours). The spark plugs used are the OEM recommended part number, and we provide the aforementioned 3 year/36,000 mile. We believe we did our due diligence to provide the customer amicable options on how they preferred to handle the situation "in-house". After their 15% discount, the pre-tax cost per spark plug was $40.67. Below is a link for the same spark plugs for sale locally, with a price of $31.49 each. This equates to a $9.18 difference in cost per plug (Us vs. Advance Auto) for a total difference of $36.72. https://shop.advanceautoparts.com/p/ngk-laser-iridium-spark-plug-dilzkr7b11gs-95710/10999882-P?vehicleIdSearch=565649&isAllVehicle=false As a final gesture of courtesy and good faith, we are willing to provide the customer with a $36.72 credit towards future repairs, OR a voucher for 2 complimentary Extreme Car Washes (Car wash cash value $40, $20 each) Consumer Response /* (2000, 9, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand that the repair shop offers additional warranty for the spark plugs. I hope that they can explain more about the price of the parts. Sometimes, the customer may expect lower price than the warranty. What's more, as one argument in their response, the discount should be another different thing, and shouldn't be an excuse of increasing the price. I acknowledge that the repair shop did a good job on repairing tires. I choose to accept their response and get a voucher for 2 complimentary Extreme Car Washes.

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