My husband took our vehicle for oil change, diagnostic, hood fix and paid an additional $156 for an oil filter housing that they broke. The total bill was $512! I did not receive a courtesy call from J&H Tires letting me know that they broke oil filter housing, because it was too tight. I spoke to Don who explained the exspenses. I told Don I should not have to pay for something that was not broken when I brought in my car. He told me there was nothing he could do about it. After speaking to Andy the Owner the next day about my concern he basically told me that he was sorry for not calling to inform me before fixing it. He also told me that he charged me 50% less for fixing it. I feel that there should be no charge, because I was not informed or given an option to fix it or not. Andy was rude, and basically said there is nothing more he will do and that he was not arguing, going back and forth. There was no argument from us. Just customers wanting to be treated fairly. He told us to take it up with the previous service company who did the oil change. How do you charge a customer for something you break and not give the customer an option.
Dear Rosalind, Thank you for sharing your feedback. I want to personally apologize for the frustration caused during your recent visit. Communication is extremely important to us, and I regret that we did not notify you before moving forward with the oil filter housing repair. The repair was necessary to get your vehicle back on the road safely, as the broken housing prevented the vehicle from being driven at all. We reduced the cost of the repair by 50% to ease the inconvenience, and your husband seemed to understand the charges at the time. However, I completely understand that the lack of communication left you feeling frustrated, and for that, I take full responsibility. Moving forward, we’re making changes to ensure this doesn’t happen again: We will always notify customers before performing additional repairs, even in urgent situations. Photos of the issue will be shared to help explain the problem and give customers transparency. No repairs will be made without explicit approval from the customer. We’re committed to earning back your trust and improving your experience with us. Please don’t hesitate to reach out to me directly at 410-687-1818 if there’s anything else I can do to address your concerns. Thank you for giving us the opportunity to improve, and I hope we can serve you better in the future. Sincerely, Andy
- J & H Tires Inc.