Pete Cotton | Page 5

Wissler Motors responded

Good afternoon! Thank you for your review. I want to assure you that Pete, the service manager, will contact you upon his return after the weekend. I apologize for your experience, and please be assured that we will aim to resolve it as quickly as possible. Devin Wissler

Wissler Motors responded

Mr. Hunt, I reviewed the recordings of your conversation with my service manager, Pete, and discussed it with him and the assistant service manager, Cliff. Let me answer with the bullet points the concerns I read from your review: 1. Blindsided with service times and bill—First, I verified that all billing and times were accurate. I am not aware of you asking for or receiving an estimate prior to work being performed. You were picking up your wife's vehicle, for which we had just performed 3 of the five services you had requested and scheduled at that time. 2. Fumbled over the explanation of cost—On watching the recording, it was evident to me that Pete attempted to review the jobs line by line but was interrupted several times by you. Pete was attempting to explain each job and the associated charge/billing. 3. Time we had your Jeep...they will do everything they can to extend service time and squeeze money out of you—I need clarification on this concern, and this is why: Our billing is not associated with the time the vehicle is at our dealership, it is on the jobs performed. If you want the vehicle completed by a certain time, please let us know next time, as we do try to accommodate our customers the best we can. As your vehicle was a "drop-off" with no request to complete earlier in the day, our goal is to complete it by 4:30 pm of the day scheduled. 4. Estimate does not match bill—The estimate printed on your copy of the repair order after we completed the jobs and at vehicle "pick-up" was not an estimate on the whole job but only those items we have set up as pre-billed in the system. The timestamp for approval correlates to when the advisor printed the original copy for the technician. I'd like to have every operation pre-billed in the system to give an accurate estimate, but every vehicle is different and may take different fluids, etc. An example would be your wife's Rogue differential service and your Wrangler's. Your Wrangler's fluid was slightly more expensive because it required a different weight. If you had requested an estimate, we would have looked up each request specific to your vehicle and then given you a quote. Mr. Hunt, I apologize that the process was not as you expected. However, I do not see where we errored in our pricing or our performance, only in your expectations. We have no problem continuing our business relationship with you, but I would ask that you please let us know if you expect to pick up your vehicle earlier and ask for an estimate. We would gladly provide an estimate for any work requested. I want to emphasize that if an error was made on the billing, we will definitely make an adjustment. However, we do not entertain any requests for unjustified adjustments to avoid negative reviews, as you had requested. I fully support Pete's decision not to make any such adjustments. Devin Wissler President Wissler Motors