Dear Mr Turner,
We apologise in advance to hear you are not totally happy with the service we provided on your last visit.
However, let me clarify the situation if I may.
You booked your Mercedes in for an A3 Service, (not just an A service) items number 1.3,8 & 11 were notified from your Assyst information from your car that needed attention.
Autotecnic Ltd will always service any vehicle presented to manufacturers specification, we have done this for the last 19+years.
The Technician carried out the checks on the car in accordance with the Mercedes Benz service schedule reporting other items that may need attention in the future (we had not by this time carried out any service work, just the check over & clarified the service items by checking the Mercedes service Assyst schedule on line).
You were waiting for your car service in our waiting area upstairs. I personally came to see you and presented the information from the Technician which your car required by explaining this service is an A3 service, the items the car had identified was items 1,3,8 & 11. These numbers equated to oil, air, fuel filters, we always use a Liqui Moly oil treatment (oil cleaner) prior to draining the oil prior to replacing with the Fuchs correct oil and of course the plastic sump plug.
This was clearly explained to you whilst you waited in our upstairs waiting room. A cost of just under £500.00 was presented to you. I then asked if we could proceed and your reply was “yes”. I further explained how long the car would be as the work is over 2 hours to complete, you wished to continue to wait and conduct your business in our waiting area.
I continued to explain, from the Technicians write up on the job card, which he had completed from his initial inspection that you have a crack in the N/S/F wheel, that your O/S/R tyre had a puncture repair recently, the O/S/R tyre was low on tread (apx.3-4mm) and was close to the cords on the inner edge. Furthermore, that you had cracks in the rear propshaft rubber and your front brake pads linings were on apx. 4mm needing attention in the near future (brake discs had lips on the edges but would need to be reviewed prior to the new pads being fitted).
I informed you that the Technician will review these reported items with you on completion of the service repair prior to removing the car off the lift. This way you can see the other items reported.
During our conversation, you made no comment regarding costs, I left you and we proceeded to complete the work.
You were shown the other items reported on completion of the service by the Technician. Clearly identified the items removed from your car, (oil, air & fuel filter).
On paying your invoice I asked if everything was ok with the service, your reply was “Yes”, you requested costs for the propshaft rubber and brake pads which I did.
I explained your invoice on reception and gave you the Assyst Mercedes Benz service record we had carried out in your Autotecnic Ltd service pack.
You left the reception via the workshop, said thank you to the Technician who carried out your service and left.
I can copy your invoice so you can again identity costings, parts fitted and our labour rate for your service is clearly visible (as presented to you initially).
We pride ourselves on positive communication, ensuing customer are presented with costs prior & during any additional works.
We are a family business and understand costings, budgets and are not afraid to discuss any cost issues without any embarrassment on both parties.
The customer is King in our eyes, our lifes blood, however IF by any chance I have miscommunicated whilst explaining your cars service requirements I apologise in this instance.
If you wish to discuss further please do not hesitate to contact me on 01142424455.
Bob Hutton MD.
