California Auto Repair Shop Response to Customer Dispute

[AUTO REPAIR SHOP LETTERHEAD] [ARD #XXXXXXXX] [Date] VIA [CERTIFIED MAIL / EMAIL] [Customer Name] [Address] [City, State ZIP] Re: Response to Your Complaint Work Order #: [XXXXX] Vehicle: [Year Make Model] VIN: [XXXXXXXXXXXXXXXXX] Date of Service: [Date] Dear [Customer Name]: We received your [letter/complaint] dated [date] regarding the repair work performed on your vehicle. We value all our customers and take complaints seriously. We have reviewed your concerns and our records. SERVICE SUMMARY: - Date vehicle received: [Date] - Mileage at intake: [Mileage] - Customer concern: [What customer brought it in for] - Work authorized: [Description] - Work performed: [Description] - Total charges: $[Amount] - Date completed: [Date] RESPONSE TO YOUR CONCERNS: [SELECT AND CUSTOMIZE APPLICABLE SECTIONS] [If proper authorization defense:] Our records show that you signed a written estimate on [date] authorizing [describe work] at an estimated cost of $[amount]. The final invoice of $[amount] was [within 10% of / exactly as stated in] the authorized estimate. A copy of your signed authorization is enclosed. [If additional work was authorized verbally:] During the repair process, our technician discovered [additional issue]. On [date] at approximately [time], we contacted you by phone and explained the additional work needed and the cost of $[amount]. You authorized this additional work verbally. Our records document this authorization, and it is noted on your invoice. [If quality of repair disputed:] Regarding your concern that the repair was not performed properly: The work was completed according to industry standards and manufacturer specifications. [Describe what was done.] If you are experiencing a new issue, we would be happy to inspect the vehicle at no charge to determine if it is related to our repair. [If subsequent problem arose:] The issue you are now experiencing appears to be [unrelated to our repair / a pre-existing condition / normal wear]. Our repair addressed [original issue]. The current symptom involves [different component/system]. [Explain technical difference.] [If customer declined related repairs:] Our records show that we recommended [additional repair/service] at the time of your visit, which you declined. This recommendation was made because [reason]. The current issue may have been prevented had this work been performed. [If warranty claim:] Your repair came with a [X-day/X-mile] warranty. [This warranty has expired as of [date] / The warranty does not cover [current issue] because [reason] / The warranty was voided due to [reason]]. RESOLUTION: [Option A - No deficiency found:] Based on our review, we believe the work performed was properly authorized, necessary, and completed according to professional standards. We do not find a basis for the refund you have requested. However, we value your business and would be willing to [offer goodwill gesture if appropriate - discount on future service, free inspection, etc.]. [Option B - Offer resolution:] While we maintain that our work was proper, in the interest of customer satisfaction, we are willing to [specific offer - re-inspect at no charge, provide partial refund, redo specific work, etc.]. [Option C - If deficiency acknowledged:] After reviewing your concerns, we acknowledge that [specific issue]. We would like to make this right by [specific remedy - refund, redo work, etc.]. Please contact us to arrange [resolution]. Please feel free to contact me directly at [phone/email] to discuss this matter further. Sincerely, [Name] [Title/Owner] [Shop Name] ARD #[XXXXXXXX] [Phone] [Email] Enclosures: - Copy of signed estimate/authorization - Copy of invoice - [Other relevant documents]