Public Mediation

florida fine cars-Dispute-#1386147

M. H. vs. Florida Fine Cars
21151 Nw 2Nd Ave, Miami, Florida, 33169, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Florida Fine Cars
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"I initially brought my car to get an oil leak repaired. After a month of terrible communication and customer service I decided to just pick up the car and take it to another mechanic shop to get repaired. When i pick up the car I immediately notice both drive and passenger windows were no longer able to go down or up. I turn the car around and brought this to the mechanic and managers attention. The quickly turn into defense mode because no one wanted to accept the liability. So instead of wasting another month debating over the repair. I paid Florida Fine Cars $265.00 to repair both windows. When i pick up the car I notice only the passenger window is working fine, but the drive window is slightly off track and does not function properly. Once again I brought this to service manager by the name of Tony. Tony didn't want anything to do with it, even he was point of contact throughout this whole ordeal. So I ask to speak to a manager. The manager by the name of Chase, instead of listen and appear concern he was more on a defensive side making this situation personal and no longer business. Manager by the name of Chase informed that an outside vendor did the work on my car and they are they company liable. I don't know how true this is because I paid Florida Fine Cars, my invoice and receipt is drawn on behave of Florida Fine Cars. After 10 minutes of going back and forth with the manager by the name of Chase, stated that not only is he not gonna repair the window which i paid for, but he hopes he never see me there again. I guess thats what you call taking care of the customer. This company has shown my poor customer service and professionalism. All I want is what I paid for which is two window repairs that function properly."
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What Claimant Wants Hide
Just make me happy!
Claimant invites Florida Fine Cars to make a fair offer to resolve this complaint.
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Apologies in the delay in responding, I have been speaking with everyone involved in order to gather the information necessary to form an accurate response.

    Mr. Harvard brought his 2001 Audi A6 with 153,458 miles complaining of oil leaks. Our Service Team looked at the vehicle and determined that in order to fix the leaking, the valve cover gasket and oil lines needed repair. The repairs were completed and because Mr. Harvard is a valued Fleet Service Customer, we did not charge for the service.

    Soon after his departure, he returned claiming that both of his front windows were not functioning and that our Service Team was responsible for breaking them. Our Service Manager, Tony, explained that we did not perform any work on the windows but it appeared to him that the problem could possibly be the window regulators (a common problem on Volkswagen and Audi vehicles).

    Mr. Harvard quickly became irate, using foul language and even telling our other valued customers not to trust us, that we will scam them, etc. Due to this behavior we offered to call a 3rd party vendor that we often utilize to come and repair the windows. Mr. Harvard agreed. The 3rd party repaired the window regulators and Mr. Harvard was only charged at Cost rate. In other words, there was no profit made on said repair. Mr. Harvard quickly complained that they did not go up straight. We explained that even though the regulators are new, and the windows do go up and down, that the remaining parts involved in this operation are old. We offered to have the 3rd party come back and adjust the windows to Mr. Harvard’s specifications or as close as possible to those specifications. Mr. Harvard declined this offer.

    I would like to note a few things;

    We do a walk around multi-point inspection of every vehicle prior to it being worked on. Checking windows is not part of this inspection. We may be adding windows to our multi-point inspection after this situation however. Point being if Mr. Harvard did not mention his windows to our Service Team, they would have never touched them.

    After speaking with the 3rd party installer, they believe the windows had been previously worked on as they witnessed existing tears in the plastic seals inside the door housings.

    It should also be noted that even Mr. Harvard’s very own supervisor informed us that He can be very difficult to work with and is always looking to get something for nothing.

    Our Service Team went above and beyond for Mr. Harvard. They held back charges and even only asked for him to pay our Cost instead of retail when they did charge. They even drove Mr. Harvard’s Wife to the Train Station while the vehicle was down for repair and picked him up from his house to pick up his vehicle.

    Based on this info Florida Fine Cars is rejecting Mr. Harvard’s offer. We feel that in this situation Mr. Harvard was, and still is, trying to take advantage of our generosity. At this point in time, per the owner, Mr. Harvard’s vehicle is no longer welcome to Florida Fine Cars Service.
    "

This claim will remain posted until resolved.

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