Yardley, Massey Chrysler / Customer Service
Dear Mr. Yardley:
I am writing to report poor customer service received at your Body Shop when interacting with Dave Viehe, Body Shop Manager. I have a 2003 Hyundai, Elantra, which was repaired at your body shop on March 19, 2009 after an auto accident caused by a driver failing to stop behind me, damaging the rear bumper of the car.
Recently I noticed the area repaired, cracking around the edges. I notified Mr. Viehe and arranged to have the car looked at. On my initial telephone conversation Mr. Viehe was rude. He seemed annoyed at my request to have a rental car provided by the body shop during any time of re-repairs. I explained that the Elantra is my only means of transportation and he rudely suggested I should “contact President Obama if I wanted to complain” of the situation because rental cars are not provided.
After his comment I demanded to speak with his superior and was connected to Ron Jellis who was more accommodating and assured me that a rental car would be provided during the repairs, and that Massey Yardley would honor their work. Mr. Viehe was reconnected to the telephone and stated that although the Body Shop would honor their work, if the car was hit in the rear after-the-fact, the body shop is not responsible to do a re-repair.
When the appointment date arrived, my 84-year old father agreed to drop off my car for me. My father encountered a rude, defensive, critical behavior from Mr. Viehe as soon as he arrived. My father said Mr. Viehe was working on his computer and would not even look up until my father was in the office for several minutes. Mr. Viehe gave the impression that my father was an inconvenience rather than a customer to serve. In looking at the damage of the car, Mr. Viehe suggested the car was cracking because the car was in another accident and not as a result of poor bonding adhesive. When my father questioned how he could tell, Mr. Viehe said his, “20 plus years of experience” gives him the expertise and should not be questioned. My father said there was no indication of scratch or other vehicle paint to indicate another car accident. During their conversation Mr. Viehe said to my father in a condescending manner that if my father could not see the cracking, Mr. Viehe would give him his glasses to help. During the entire time Mr. Viehe was speaking with my father he was rude and condescending. Mr. Viehe has poor customer service manners and should be reminded the consumer generates the income for your dealership.
Additionally, I was in the market to have the entire car painted and detailed. Because of the reception I received from your dealership you lost my business to do the paint job and any future business. If I would have received better reception from your dealership you would have received my business.
Also, as a result I will not recommend your dealership to anyone. I am an attorney and could pursue litigation as a formal Complaint in court or pursue litigation under a Breach of Warranty claim or Uniform Commercial Code violations but choose rather to inform you of the type of employee you have managing your Body Shop. I suspect as a prudent business person you can appreciate the importance in having customer service minded people representing your organization.
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