On 2/17 my husband went to have a oil change and was told that he needed a wheel cylinder on the left back. He was quoted a verbal price of $116.00. On the receipt for the oil change it said we needed this but no price was quoted.in the mean time we called around for a price on this part and it was $20.00. About 4 days later we receive a coupon in the mail saying "Safety is our Business" or something like that. With 10% off the estimated price. My husband and I figured about $100.00 give or take plus taxes roughly $120.00.
When we take it to Monroe to be fixed we were told it was going to be $147.00. I called and spoke to Luke and told him I didnt understand because we were quoted this price and now its more. He said it was a one day quote only. I told him it doesnt say that on the estimate and he didnt tell us it was a one day only. He said he could fix it for $116.00 but not give us the discount. I told him is this how Monroe treats their customers, giving them one price then charging them something different. I told him I was going to call their Corporate Office then file a complaint. He said what would you like me to do with the vehicle. I told him to fix it either for the $116.00 or the $147.00 because it needed to be done and I wasn't going to argue with him anymore.
I then called the Corporate Office and received the Customer Service Dept and spoke with Chris. He first tells me after I told him what happened that the estimate he has in front of him says $163.00 so they are fixing it for less than the quote. I said I am sorry we have no estimate on our end. He asked me if I would like him to fax the estimate to me. I said would you like me to fax my estimate to him. Of course he didnt give me a fax number. He also told me to call other places not a parts store and see what they would charge us to fix the wheel cylinder and he can assure me that their price will be lower. I told him no that my husband trusted them and chose them to fix the vehicle and this is how they treat us. Never once did he apologize or take the blame for their mistake. When I told him this after he asked me how he could fix this he said he did apologize by fixing the vehicle for free. What he did say is let me call Luke and see what he says. He said there is no one day quote. Once a quote is a quote. I said do you think he is going to admit to this. I asked Chris to speak to someone higher than him and he said his boss was behind him and he probably will agree with him, so I said fine I do not want to speak to him and said I was not done with this complaint and will take it higher. He said you have only verbal estimate where he has the written and who do I think people are going to believe. I said me I am the customer he works for Monroe. He asked me what proof I have again. I finally said I was going to post this complaint and he said do you want us to fix it for free. I told him that is not what I was asking for I was asking for the vehichle to be fixed at the quoted price not a higher price. He said he would call the store and have it fixed for free. Chris told me to put my self in his place, because he has to look into the estimate with Luke. He said what would I have done if I said they gave me a verbal estimate for $16.00. I told him that is not what I was asking I was asking for the lower price of the two prices we were quoted. I told him the vehicle was at Monroe and needed to be fixed so either fix it for the $116.00 or the $147.00 as I told Luke but I was filing the complaint and hung up.
We have not picked up the vehicle so i still dont know what they charged us but I will let you know. I am not saying they don't work hard but what good are estimates if they dont honor them.
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