Murf's Appliance Repair

"Let me start with stating, as the owner of Murf's Appliance Repair, the buck stops here and I accept full responsibility for the miscommunication which occurred between Member, myself and my team. That said, respectfully, we have all he heard the phrase, "You can please all the people some of the time, and some of the people all the time, but you cannot please all the people all the time." This happens to be the one which was not "pleased". I personally ran this service call and would just like to clarify some of the concerns Member expressed. As per our protocol, I did call Member about twenty to thirty minutes in advance to alert him I would be arriving within the appointment window as set by my office. All of our Techs, including myself, use Google Navigator on our smart phones. It’s a great tool, but even Google gets it wrong and I am sure anyone reading this response has experienced this at least once before. Upon realizing Google had gotten the location wrong, I immediately called Member explained I was close but needed a little assistance finding the exact location. Member stated in his review that the streets were “well known” - respectfully, I disagree. The cross streets were minor side streets and the actual physical location was on an even more odd side street. After finding the actual location, I did park in the driveway against company policy and informed Member the vehicle had an antifreeze leak. Because of the lack of parking in the area, Member indicated this would be fine because he was in a hurry and he would just wash it off. I do accept the responsibility for not following company policy regardless of the circumstance and permission. As I normally do during the diagnostic procedure, for which Member was standing near, I try to explain the procedure to all our customers so they understand how I arrive at final conclusions. We view this approach as an ad value to our customers. Member must have mistaken this approach for a lack of knowledge and unwanted chatter and for this I do apologize. Member expressed concern over not receiving information on how our billing worked right up front. Again, I respectfully disagree with his interpretation of the situation. One of the first topics of discussion our office always introduces right up front are - rates, fees and forms of payment we except and when we expect it. We always manage the expectation of cost right up front. But, don’t just take my word for it. Should you give us the opportunity to earn your business and call, you will find our fee explanation as I described it every time. As a final note, it is true I did over charge Member at the time of collection. I did not include the 10% discount off of the labor as offered on the Angie’s List coupon. Immediately realizing the mistake, within fifteen munities, I delivered $7.90 in cash directly to his office. We pride ourselves on excellent customer service as one can see from all the rest of our Angie’s List Reviews, Google Reviews as well as our video customer testimonials locate on our website and the other numerous none published letters of thanks we have received in the past. We always approach our customers with, honesty, integrity and most importantly with utmost respect. We just simply ask for the same in kind..."The Golden Rule." We look forward to hearing from you and the opportunity to earn your business. With kindest regards, Murf"