My daughter brought her vehicle in specifically for a state inspection so she could renew her license plate. Instead of performing the state inspection she requested, your shop conducted a multi-system inspection and presented her with a report listing two items as “failed.” She was made to believe these repairs were required in order to pass her state inspection.
That is unacceptable.
If repairs were needed, that should have been clearly explained after completing the state inspection she came in for — not used as a way to pressure her into services she did not request. She did not need those repairs completed that day, and she certainly did not need them done at your facility.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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That is unacceptable.
If repairs were needed, that should have been clearly explained after completing the state inspection she came in for — not used as a way to pressure her into services she did not request. She did not need those repairs completed that day, and she certainly did not need them done at your facility.