Response from Ave's Lock and Key
Good afternoon, like we discussed via Email, I am truly sorry that my van breaking down and leaving me stranded on the side of the road inconvenienced you. I never meant to make you feel like I expected you to wait around, but I had no new information to relay to you until I found the problem. At 9:41 A.M. on the 29th, you called me and told me that you had an issue with your locks, and I expressed my unfortunate situation and asked you if you wanted me to bring my car and hopefully all the parts I needed or if you wanted to wait for me to fix my van so I had everything in one trip. To which you expressed that you would use the garage door until I was able to come out and you said “I will be home in the afternoon Tues (6/30) and Wed (7/1) of this week, if you could come either of those days” my exact reply was “Sure, I can make that happen, i will touch base with you and let you know which of those will work best for me..” and your reply was "Thanks!" and your address and other information. I spent all of the 30th trailing the van back home and troubleshooting it until it rained in the evening. Once the rain stopped, I was able to go out that evening and find the source of the faulty ignition and repair it, but by the time I finished it was already after 9 P.M. On the 1st, I double checked the repair and test drove the van again to make sure it was road worthy. by the time that I was able to get the emergency calls taken care of, and come out to Martinsburg to head to you or wait for you, it was 3:54 P.M. I stayed in Martinsburg awaiting your call and I finally wrote you an email at 7:02 P.M. asking you if you received my voicemail, to which you replied at 7:26 P.M. explaining that your two day window was too long and that since you didn't hear from me, that you called someone else and had them perform the service. If you expected me to check in at a particular interval with updates on how the van repair was going, you should have stated that. If the two day window you gave as a deadline to service it was too long, you should have told me that it had to be done by Tuesday, not given the option of either day and then retract it. If you had any questions at all, you could have sent me an email or called me to ask what the updated situation was. Despite your negative feedback, and sullying my overall grade with the "F" that you deemed was appropriate, my apology does still stand. I never meant to make you feel stranded, and I never meant for my troubles to cause you any inconvenience. Additionally, my previous offer to make it up to you for having to wait two days for service still stands, despite how you choose to rate me. if there is anything you need in the future, I hope that you can find it within you to give Ave's Lock and Key another chance so I can show you why I have the dedicated customer base that I do, and still be able to offer the discount that we spoke about in email. On a final thought, that fluke incident was just that, a fluke. Since then, I purchased a new van and am now in a much more reliable work vehicle that is more spacious and more eco friendly. Hopefully just one of the dozens of upgrades that I keep making to the business to continue to improve the service that I can provide to my clients.