Update reviews. Dear Sam, Thank you for taking the time to respond to my review. While I appreciate your willingness to address my concerns, I would like to provide some clarifications regarding your response. Firstly, I want to address the issue of upfront notification of fees. While I was aware of the fees, my concern was the discrepancy between the estimate I approved and the final invoice I received. The lack of communication regarding the increase in cost was unacceptable. We attempted to contact your shop multiple times through various channels, including text messages and email. We sent our first text on Friday, March 3 at 8:11 AM, with the instruction to contact us after 9 AM. We did not receive a response. We then sent a second text on Monday, March 6 at 7:15 AM, again with the instruction to contact us after 9 AM. Still, we did not receive a response. On Wednesday, March 8 at 12:09 AM, we sent a third text. At this point, we assumed it was during your business hours and expected a response. However, we still did not receive any communication from your shop. We then sent two emails on March 11, 2023, at 12:49 PM and 1:15 PM, respectively. Unfortunately, we did not receive any response from these emails as well. As a business owner myself, I understand the importance of timely communication with customers, especially when issues arise. I am disappointed that we were not able to get in touch with your shop despite multiple attempts. Furthermore, I did not fail to mention the blind service option as it was not relevant to the issue at hand, which was the roof leak repair. I also did not barter food for labor, and such a suggestion is completely unfounded. Regarding the after-hours correspondence, I attempted to contact your shop during business hours but was unable to reach anyone. As a business owner myself, I understand the importance of timely communication. Regarding the roof repair invoice, I had approved the estimate of $742.50 for the leaking repair. However, when I arrived to pick up my vehicle, the final invoice was significantly higher $1750. This lack of transparency was concerning. Lastly, the credit card transaction fee of 3.5% was not clearly communicated during the approval of services. As a business owner myself, I am aware that the average credit card transaction fee is 3% or less. The extra 0.5% fee was unexpected and not something I had agreed to. We acknowledge that we were informed of the fees upfront, including the credit card transaction fee. However, as a business owner, it is not common practice to charge a 3.5% credit card transaction fee, especially when the average fee is 3% or less. We found this to be unreasonable, and we offered to pay in cash or Check to void the credit card transaction fee, but our request was rejected. Regarding the blind service, we appreciate your attempt to save us money, but we must clarify that we did not request a blind service. We asked for a specific repair, and we agreed to the estimate you provided. However, when we picked up the vehicle, the invoice for the roof leak repair went up to an amount that was "to be determined." We were charged for additional parts and labor that were not included in the original estimate, and we were not given an explanation for the increase in cost. Regarding the after-hours communication, we apologize for contacting you after business hours. However, we would like to clarify that we contacted you through various channels, including text and email, with a video of the leaking roof. We did not receive any response from your shop until we left a negative review. Although the vehicle runs well after the service, the issue with the leaking roof was not resolved despite paying an additional $1,750. We stand by our review and recommendations for others to reconsider visiting your shop. Thank you for your time. Alex J
I’m appalled by your review Mr Xu. I find it extremely funny Mr Xu you owning a business that you would respond in such matter leaving out the most important details of your review. You were notified of all fees upfront because we have systems in place upfront notification when you accepted our appointment for your vehicle. Not to mention your conversation regarding a discount on your service and trying to barter food for labor but that’s none the less. Your incorrect statement you made in trying to bash my company for other’s review is very disturbing. You failed to mention that you asked me to do a blind service on your car that would have resulted in a none fix of your problem but I insisted in order to save you money that would not needed to be spent and I only charged you One hour of service which I spent at bear minimum another 1.5 hours on to make sure was done correctly. You didn’t mention that in your review. You also failed to mention that your total price was $3710.78 and not the $3800 you mentioned and the additional $1750 for the roof repair. Not that that was all included in the $3710.78. You also failed to mention that all of your correspondence that you sent was after hours and once I found after midnight. You failed to mention that you never spoke because you never called us during business hours. You own several businesses and I’m sure you don’t make food or answer phones after hours. I have video footage of extensive roof repair that I would love to show you during business hours if you would have allowed that or simply reached out to us during business hours. You found time to post this review during business hours but obviously could not call with the same fingers you typed with. We respect our customers and there concerns but customers have a responsibility to communicate with us. Your recommendations for no one to visit my shop is absurd and I would think as a business owner you would think twice about tearing your community down. And to add insult to injury Mr Xu it’s a possibility that your having any substance entering your cabin is because you asked for roof repairs and that’s what you got. Maybe you didn’t explain your situation properly. Because there is no way possible that water is coming from the repairs that I performed and are warranted. Did you mention just how good your be vehicle runs now from getting it serviced at my shop. No you didn’t. I’m available for calls during business hours!!!
- Sam Smith Performance Llc