Internet help

[stevebfl]

I posted this by accident in the Vintage forum and wish to move it here: (there have been two replies I don't know how to forward)

I have participated at many levels on the internet fixing problems. Many people may think they know something about me.

There are times where I have defended a shop or technicians position that was being reviewed here. Now its time to ask the internet for a review.

I was calmly aligning a car at 5:00 on Friday afternoon when I get a call from someone who has read my article on transmissions and wants some help with his problem. I gave him some answers and about ten minutes of my time. He thanked me and then informed me that as he was finding my phone number he searched "GOOGLE" under my company name "Continental Imports". He then informed me that there was someone a few lines down on the search that was bad mouthing my business.

So I went and did the same google search and there it was. A Mr S, Leo Jr claims that recently his car seems to have problem after Continental Imports has serviced it. I can remember no disputes and at first glance I can't find any records. There is a place to email the post and the email address allows me to figure out who it is.

I ask you "the internet" to become involved and help this man solve his problem. His case deserves review since the whole internet can see his vague complaint. Does HE have a *****?

Here is your chance to work through a real consumer complaint. Do they have merit?

[Kestas]

I agree with Jim, the guy should get a Honda.

Again, here is the link:

http://www.complaints.com/directory/2004/february/12/6.htm

We don't have the specifics, such as model, year, and mileage, but some cars (any car) reach a point where they are in constant need of maintenance and repair.... more so with high mileage late model Benzes that have evolved into complicated pieces of machinery with considerably more parts than earlier Benzes.

I'm not a professional tech. I limit my work to family and sometimes friends who beg hard enough. But all too often I finish repair on one issue, and find that something completely unrelated has crapped out on the car while it has been in my garage. Family is understanding. This would be a nightmare situation if I was dealing with the public, having to explain that it wasn't my fault.... just bad timing on the car's part. That's why I have no aspirations in owning any kind of auto repair business. I just don't see how you guys can handle fickle cars and wary customers.

[tower]

Steve

Doesn't that about sum it up? When your involved with retail, you can never escape the rare element.

Should you address him specifically? I would think it would be his responsibility to address his non-delivery / satisfaction and allow you an opportunity to address it. Shortcome is on his side, reacting outside of an amicable solution (I presume he has not contacted you throughout.)

His comments are not specific either. Which vehicle and problems have resulted.

Your contributions to this board and your obvious addressing of this potential confrontation fully describes your position on an amicable solution.

Ron

[NormanB]

Hi Steve

Sorry to hear this.

Did a bit of googling too - it isn't this fella is it?

Leo

NormanB

[Q]

I would email him and nicely ask what his gripe is and that you would like the opportunity to rectify any perceived problems. If he is cooperative and you can satisfy his complaint, ask him for some sort of amendment that you can publish in response to anyone questioning this complaint in the future.

[Kestas]

Actually, I think it may be this guy (Stoney):

http://www.mrs.org/meetings/fall2000/news/mon.html

Look under the heading "Symposium X Talks".

Ironically, this link is from a symposium I was invited to and this guy belongs to the same professional societies as myself.

I got it from the e-mail link provided at the bottom of the complaint.

What I can't figure out is how a guy who works in Chicago gets his car fixed in Gainesville.

[dloveless]

There does not see mto be a way of engaging the fellow other than emailing him from the complaint.com site. I did and told him Steve has been very service oriented, giving, kind, and extremely knowledgeable on this Forum and he should discuss his specific problem rather than a blanket statement of complaint and I am sure they would be addressed. I agree with Kestas - you would have to have a thick skin to be in the auto tech business. As in most of our businesses there is a small % that make the rest of us appear to be less than honest. Leo probably stands for Leonid- some kind of Socialist that thinks the world owes him something. Nothing will make him happy.

[stevebfl]

The person I think it is has a 97 E420. It wouldn't be either of the people mentioned above. He is from the Gainesville area.

I haven't received any complaints from him or anyone else recently. I have thought highly of him in the past, but whatever his beef is, I'm not sure I wish to continue a relationship with someone who would slander you on the internet without a face to face or writen complaint.

[manny]

When I was young & foolish ( I'm old & foolish now ), I used to think there was a " conspiracy " amongst garages, to repair one thing & " fix " something else, in order to ensure my repeat business in the near future.
Finally figured it out......it's called " shxxx happens". They make bumperstickers to confirm this!
It is quite common, to repair the obvious & overlooking the cause.
Case in point, you may have an alternator problem, replace it, & 6 month later need a new battery. So what. That's just the way the cookie crumbles.
I would not worry about this guy a whole lot.

[git0]

Steve,

Most of us read these posts on a regular basis and learn a great deal from your postings and assistance to others with issues. Speaking for myself, one with no mechanical background I have, on my 1992 300E with 150,000 miles - flushed the radiator, changed brake fluid, replaced brakes and shocks/struts, and recognized issue with my AC. We appreciate the help and time you and the other real techs give so we can maintain our older cars.


This individual should recognize that these cars (like all others) do need maintenance. For a period of time the repairs will come somewhat frequently but then level out.

As I point out to my wife - is that as I replace certain parts, our daughter (in 2 years) will get a very solid car with new parts in the critical areas. That if most of these parts lasted 150,000 miles then she will be running many miles for her. My 15 year old recognizes this and can't wait for the transfer.

I read the post and don't think much of a complaint that he hasn't addressed with you personally and then is not specific with his complaint. I am sure most on this forum would agree. I think that the fact this isolated complaint bothers you speaks well of the service you provide - I just wished your shop was here in Orlando.

[jlomon]

Steve,

I'm not sure if you noticed it or not, but there is a link on the bottom of that page entitled "business replies". I clicked that link, and it provides the standard legal disclaimer protecting the site from liability for opinions expressed by people who post. However, it also does outline a way that you, as the business, can reply to the complaint and have that reply posted along with the complaint. This way anyone who comes across this guy's complaint will see your response and be able to make a more balanced judgement. Kind of like the way an ebay user can respond to negative feedback.

Under the link entitled "terms" at the bottom of the page, the site outlines the guidelines for posting a complaint. One of those guidlines is that "COMPLAINTS SHOULD DESCRIBE AN ACTUAL, FIRST HAND EXPERIENCE OF A CONSUMER". As the complaint in question is mere speculation at best, I don't think it meets the guidelines that the site requires. You might consider contacting complaints.com and making them aware of this and request that they remove the complaint.

Another alternative, albeit one that may not be worth considering, is to have your lawyer send this guy a letter. I don't know what the standard for libel is in Florida, but if this guy can stand up on his internet soapbox and make unfounded accusations about you, it might influence a potential customer's decision to use your services. That sounds an awful lot like libel to me.

Not that you need it, but I'm one more endorsement of just how valuable your expertise and time has been, both what I have found in the archives and in the instances you have responded directly to my questions. It has always been appreciated.

Jonathan

[Ali Al-Chalabi]

Steve,

This is very unfortunate that someone decided to bad mouth your business with no specifics and no explanation. The other member on this board and I know what an outstanding business you run and know for a fact you would attempt to rectify any customer complaints if the customer actually had the decency to tell you about them rather than the whole internet.

Unfortunately, anyone can do a google and read a post like this and get a bad taste in their mouth, even though it is not fair.

You may consider attempting to politely contact him and offer to rectify his complaint. Then you could post a response stating that you tried to deal with the customer and he either was happy or he was unwilling to handle the situation. He could, however, be one of those bad customers that tries to make everyone else's life worse. In this case, it would be sad that he would probably be never satisfied no matter what. It sounds like he wants a maintenance free vehicle. What a vague complaint, something breaks 2 months later. Well, I have news for him, if it is mechanical, there is a chance it will break.

Or you could always post a link in your response to this forum where any numerous members here including myself have and will testify to your outstanding practices as a mechanic. I have the fortunate oppurtunity of being within driving distance of Gainesville and was fortunate to be able to see your shop. I know first-hand what kind of a business you run. I am also very thankful this forum exists, because if it didn't, I may have never known that Continental Imports exists.

-Cheers
Ali Al-Chalabi

[william rogers]

Steve, as far as I know where you are on Google is determined by the number of hits your site gets the more hits moves you toward page one.

I had a site a few years back for miniature Knives that I make ,being a limited catagory I was soon fourth down on page one if you typed miniature knives into google. I was over whelmbed with orders and took the site down.

So if I were you I would ignore his site and hopefully members of this site will not give his site a hit ,in all likelyhood his site will slip back a number of pages where no one goes.

(I worked the front desk of a busy import shop some years ago once had a woman threathen to kill me because the differential went south on her high mileage 810 Datsun a month after we had done her brakes)..........

William Rogers........