D.M. Auto Services

3rd August 2011
This customer contacted us to have a seat belt supplied and fitted to her vehicle. When the customer rang us to book in her vehicle we informed her of the cost involved and she agreed to this. Her boyfriend brought the vehicle to us to have the seatbelt fitted but the belt we had sourced was incorrect, Dion went to the suppliers directly to find a seatbelt but none were correct. Our suppliers were then going to source a belt for us, however after 3 days we had not received anything we then made numerous calls around NZ to locate a correct belt. We rang our customer’s boyfriend whose contact details were left with us twice, leaving a message on the second call to say that the correct belt was now here and to call back to make an appointment. Two days after we left this message our customer rang to ask if we had located a belt, we informed her that we had and that we had left a message on her boyfriend’s phone previously. We asked her to bring the vehicle in the next day for fitting. The customer’s boyfriend brought the vehicle back to us 2 days later to have the seat belt fitted. We also went out of our way to contact the testing station which they had had their WOF carried out at but which had now expired to see if they could re-check at no cost but it had been removed from the system. The customer’s boyfriend paid the account without questioning the price. Two days later the customer returns to question the account and wanted to know why she was charged 1 ½ hours labour on top of the seatbelt price, at no stage was she ever told that the seatbelt would be fitted at no cost. The labour charge was solely for fitting only and did not include any extra time that was involved in the sourcing of the seatbelt or speaking to the testing station on their behalf. We do not understand how this customer feels that we are being rude when we are only charging for actual work carried out, nor do we believe that she was over charged in any way.