Keller Bros. Inc.

Dear Mrs. ****, We are saddened to hear you were disappointed on your visit with us on June 8th 2017 especially since you and your family have been a repeated and valued customer for several years. When you came to Keller Bros your concern was that you didn’t trust the estimate the dealership had given you, and wanted us to inspect your vehicle to confirm their recommendations. To address your concerns about us not disclosing the price of the inspection, let me first reiterate the facts. When the appointment was originally set, we stated there would be a cost for the inspection and noted it on our appointment sheet. I apologize if there was a miscommunication when the appointment was set. We then explained the costs of the inspection when the vehicle was dropped off by your son. In which he signed the work order with the inspection price. We have a saved signed copy and we tried to post a picture but the site would not let us. We again mentioned the inspection price when your husband picked up the vehicle, which he was unaware of, so we explained the cost and the reason for it, which we had previously explained to you. After the explanation, your husband paid for the inspection. After the vehicle was inspected, we called you with an estimate of the recommendations that were needed, which at the time you declined. We also mentioned the inspection fee again. By performing this inspection, we did discover repairs that were recommended by the dealership that were not required to be performed. This inspection was very beneficial since Keller Bros found other items that the dealership did not. Even though you declined the work we still need to pay the technician who provided the work and time on the vehicle. In compliance with our labor laws we cannot make our technician work for free. Our technician removed wheels, checked the brakes, and inspected the whole vehicle. This comes as a surprise to us because back on March 4, 2016 you had the same vehicle come in to be inspected, declined the repairs, and was charged the $49.00 inspection fee. We don’t understand how our estimate was higher, as we explained there were parts that did not need to be replaced. And the dealership also didn’t recommend items that needed to be pointed out. Keep in mind our warranty is three times longer than the dealerships with a minimum of three years and 36, 000 miles on parts and labor. To address the incident of the scratching of the paint on the hood of your Jeep in March, we took full responsibility and apologize for this mishap again. We have offered to repair the scratches at no cost and provide you with a loaner car while the repair is being done. Unfortunately, when we set up these appointments to perform this repair they were cancelled. We understand that life is busy and things come up, and we are happy to repair the scratch on the hood, when you are ready. I again sincerely apologize for this misunderstanding. As you know our track record at Keller Bros proves all of our staff believes in treating everyone like family, keeping everyone’s best interest in mind, educating everyone about their vehicles and what it really needs, and when it should be done. We appreciate you trusting us with your family’s vehicles and again are very sorry for this misunderstanding. Warmly, Christopher ******