Don't Let His Size Fool You. He's a Hard-ass.

We FINALLY got our car back today -- woo hoo!! It felt sooo good to drive a manual again. Jason & I met with the manager of the service & parts department over some charges we should not have had to pay. Long story short, if they had correctly diagnosed the problem the first time, the labor would've been covered by the warranty, amounting to about $700 (remember, we paid over $900 the first time we took the car in).

Some friends came over to watch the kids but we decided last minute to take Charlotte, because she doesn't usually do too well with people other than me & I wasn't sure how long we'd be gone. We had read some complaints on Edmunds' website several weeks ago, when things first went sour (actually, the only comments about this dealer on the site were complaints, one being eerily close to our situation). One person referred to the guy as a "loose cannon" & that the owner "hid behind [the manager's] skirt." So, needless to say, we were kinda nervous about meeting with him. On the way there Jason & I agreed that Charlotte & I would go into the meeting with Jason in hopes of softening the guy up. Jason also mentioned that research has shown people to be less aggressive when they are out numbered.

I pictured the manager as a grumpy old man, but found a very large, intimidating 40-something man. We were there for a long time, about an hour, & the guys office was like a sauna. A lot of the conversation was annoying because even though Jason was saying, "if it was done right the first time, we wouldn't have had to pay for labor, therefore I want a refund," they guy would reply with, "people make mistakes; nobody has a crystal ball," & "I promise you we are not unethical," etc. We weren't accusing anyone of being unethical. We understand people make mistakes, but that's not the issue. The issue is that they needed to own up to their mistake & compensate us for the inconvenience & refund the unnecessary charges. Jason said later that he thinks the guy was beating around the bush just to see how far Jason would go, trying to feel him out. My man does not back down when he thinks he's right.... which is about 98% of the time....

Toward the end of the conversation, the manager said he commended Jason for the way he handled the matter & appreciated him coming to talk it out. He was very sincere, gave us a card & told us that no matter where we were, if we felt we were getting screwed by someone else we were dealing with to just call him & ask him about it. We weren't given the whole $700 back, as we do have new brakes which would've had to been replaced eventually anyway, but we agreed to $614, which was all the labor costs from the first visit. If we were to stay in this area, I'd say that dealership would've have earned themselves some repeat customers. Jason told the manager that he would write a positive review on Edmunds for them. (They need it.)

The moral of the story: don't mess with my husband :P He's a stinkin' genius & it's near impossible to screw him over. Especially when it involves his hard-earned money. I <3 my Fred Mertz.