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They do good work, BUT negotiate the price up front. They did some work for me… The owner told me that he thought it would take 4 hours and his hourly rate was $85. I waited while they did the work. The work took 3 hours, but they charged me for 4 hours anyway. My car was in his shop for a total of 3.5 hours, but I watched the tech take several breaks to chat on his cell phone and also stopped to eat lunch. When I questioned it the owner started a screaming match with me. Complaining about his overhead, etc.

He stated that he told me four hours, so that was what I owed. I asked him if it took 6 hours, would he charge for four, and he said "no I would then charge you for six". So what is the difference?

I sent him a letter the next day:

Neal,

Why did you ignore your own policy yesterday? You have a sign on your wall that clearly states your hourly rate of $85.00 an hour. I agreed to pay that hourly rate. The job took 3 hours and yet you charged me for 4 hours. If your employee ran into issues installing my parts and the job took 6, I would have paid for 6 hours because I agreed to an hourly rate not knowing how long the job would take.

I am in the service business as well (and have been for almost 17 years). If I tell a client I think it will take 4 hours to complete a job and it takes 3, I bill them for 3. If I tell a client it will be $400.00 to fix their computer network, I charge them $400 regardless of how long it takes. That is how you perform ethical business with good customer service.

You kept referring to dealerships and how they have fixed pricing for a job. I don't pay for their employees to eat lunch, chat on their cell phone, or have extended conversations with others (which is exactly what happened yesterday). I pay for a job to be completed.

This should have been a Firm Fixed Price, or True Time and Materials. If your employee would have worked on the job non-stop, it would have been 3 hours (excluding that time that I paid for him to take a lunch break and to make personal calls on his cell phone). The car was pulled in at 10:00 am and was done at 1:30. If you take out 30 mins for the lunch break and phone calls, that is 3 hours. Why should I have to pay for his lunch and personal use phone time? As his employer, you were not willing to pay for that and I do not feel it is fair practice to have those charges and then some passed on to me.
 

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You did the right thing immo, I've never been to that place but I've been to bailey's crossroads a few times when I lived in Mclean, falls church area. I would've threatened to call the cops or sue the guy for misrepresentation. I think it'll eventually come to bite him in the butt later. Sorry you had to go through that. I'm the quality assurance/control guy on a job site, hired by the client though and I'm periodically having to get onto arguements with contractors and tell them that "I'm not not there to play lets make a deal I'm just here to make sure the client gets what they pay for, fix it!" I think the guy should get pulled into the subway station there nearby and have his a$$ beat. I think if thats the way he does business with everybody someone might actually do just that.
 

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All I wanna know is wheres the pics of the work?I know you got something good done....and sorry about the hassle you had....Its like that almost everywhere you go got whatever service you want...its bad.I guess thats why I was so shocked at the customer service I recieved from Bill at c/3 motors when I got my grill...I was blown away...and really what Bill was doing is what all business people USED to do,thats treat you with respect,fair price for godd service ect.Immo if your ever gonna get any grip items or other goodies(hood,grill ect) call Bill....
 
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