Complaint Review: Kwik Kar At Preston - Plano Texas

In rebuttal to Zeevee complaint... the event he has described is full of untruths and misinformation as an attempt to tarnish our good name and reputation and make good on his stated theats to ruin our business. The true facts are Zeevee came to our service shop to have his check engine light porfessionally diagnosed. He had visited another reputable auto parts retailer that "read the codes" found by the diagnostic scanner, however as a retail parts store they are not staffed with Certified ASE mechanics who have the training and experience to acurately diagnose what the specific code(s) mean and specifically how to fix the problem(s). We explained to Zeevee we would give his problem a thorough diag, find out the specific problems and issue him an exact repair estimate for our published $89.00 diag fee of which he agreed. Once our ASE Master mechanic scanned the codes in Zeevee's on board computer and coming up with the same codes...he spent the next 45 minutes pinpointing the exact mechanical problems causing Zeevee's engine to misfire and finding the required solution. Upon completing the hands-on diagnosis a detailed estimate of the repairs was provided. He was given the choice of having us perform the repair or take to any good mechanical repair facility of his choosing. This is the same procedure we follow for all of our detailed diagnosis, which we have performed for hundreds of satisfied customers for $89.00. In fact we also offer to credit our customers back the diag fee should they decide to have the work performed by our ASE mechanics. At checkout Mr. Zeevee became enraged that because we came up with the same codes that he should not have to pay. He expected some elaborate computer printout analysis, which dosen't exsist, and could not see the value in paying $89 for a ASE Mechanic to pinpoint his engines problems along with providing the solution. Had he gone to a dealr his charge would have been well over $100 for a complete diag. He became loud and verbally abusive to my manager in our lobby in front of many customers. When he called me the next day I tried as politely as I could to explain the fee charged was fair and reasonable for an ASE mechanic to trace the engine codes and find the exact problem(s) as well as the solution. I told him what your paying for are the years of training and experience the ASE mechanic has to provide you with the solutions...not code reading. Zeevee continued to rant on that because the codes were the same and we did not find additional codes he should not be charged any money. I continued to explain that it is not the matter of the reading the codes but the 45 minutes it takes to have a trained mechanic interpret the codes and find the solution(s) is what he was charged for. He refused to see the value for he was charged and begin threating to again come to the store and make a scene as well as threating to ruin our reputation via his internet postings unless we refunded all his money. After some 20 minutes of hearing his verbal tirade I finally lost my cool and told him what he could with his continued threats. Fortunately we have thousands of satisfied customers who rely on Preston Kwik Kar to service their vehicles with honesty and integrity every month...and "one bad apple won't spoil the bunch." We continue to stand by our reputation and invite anyone reading this to come in and see for themselves the good customer experience we strive to provide to everyone. Lisle Budden owner