I am writing to tell you an anecdote that happened to me in one of your workshops, in Madrid, more specifically in the Las Rozas de Madrid workshop on the Ctra. De La Coruña, Km. 18 (Exit 18).
I have been using your services for a whopping 15 years, and not only me but all the people in my house including my parents' company cars and several acquaintances
The other day I went to drop off my car for a timing belt change, they told me that it could not be done at the moment, that they would give me an appointment and I would come back in 10 days, since they had to order the parts. So I paid a figure in advance on the closed budget, which a colleague of yours very kindly and as always made for me, and I left to return with the car 10 days later, more specifically on November 15, 2005.
On the 15th I took my car in the morning, and I left waiting for them to call me to inform me that the car was repaired
Indeed, and as on previous occasions, they called me, quite late, it must be said, but one of your colleagues explained the reasons to me, apparently they had made a mistake in ordering the parts and had been waiting for the new ones to arrive to make the change, but it was already very late, and it was better to go the next day to pick it up.
My surprise was when they called me the next day, and informed me that the car was finished, but that the "closed" budget that they had given me previously differed with the new one by almost 120 ?.
I think it is a bit "insulting" that I am not notified of this change before carrying out the repair, and even more so if the difference is so great.
What really upset me so much that I had to file a claim with the consumer office, much to my regret, is that your workshop manager only gave me as a valid explanation, that "they had made a mistake and that it was more expensive than they thought, that you have to understand that there are many cars and you don't know the parts of all of them".
That sincerely, coming from a workshop manager is a bit dangerous, since it leaves in supreme evidence, the knowledge of it, about his work and the professionalism of the company he represents.
Not only that, he adds "that it is not their fault, that these things happen and that if I want to take the car out I have to pay the difference, or he won't let me take my car out of his workshop."
Gentlemen, exactly how is that interpreted, is it the customer's fault? Does the customer have to pay for the failures of their workers? What happens if they break something while repairing the car, does the customer also have to pay for it?.
I don't think the forms are correct,
First, in the way it was presented by your workshop manager, who made it very clear that he is the highest authority in the workshop and that the car cannot be taken out without paying for it, and that if I think it's okay and if not, too.
Second, I find it insulting, first that a failure is not recognized, I think visible to anyone, and second to make the customer pay for it.
I am very surprised by the attitude of your workshop manager, I have never been treated like this in almost 15 years of relationship with you.
You will understand that I question the professionalism of some of your workers, and that I think very seriously about not taking my car to your workshops again.
I sincerely regret what has happened, but I believe that as a customer and as a person I deserve respect.
A sign of my good intentions is this email, in which I warn you of what is happening in one of your workshops, so that you take the appropriate measures and do not lose more customers.
I hope to hear from you, sincerely:
Jaime López Sánchez-Horneros
