West Escondido Automotive & Transmission

Dear Mr. Odonnell,

I hope this message finds you well. I wanted to follow up regarding your recent service experience with us, particularly around the delays in getting your car completed and the communication issues that occurred.

First and foremost, I want to sincerely apologize for the frustration this situation caused you. I completely understand how important it is for you to have timely communication, and I regret that this wasn’t the case.

As Bruce explained during conversation, during leak detection a leak or leaks can often take time to fully reveal themselves, and while Bruce made every effort to provide you with an accurate timeline, He was unable to give a specific ETA for completion. Bruce did try to reach out to you twice earlier in the day—around 2:00 p.m. and again at approximately 4:15 p.m.—to let you know that the car would not be ready by the end of the day. Unfortunately, it seems that these voicemails were not received or listened to before you called back later in the evening.

When you and Bruce did finally speak, He tried to explain that by that time, the technician and porters had already left for the day, which limited what He could do in that moment. I understand this was frustrating, and we truly apologize for not being able to provide a more immediate solution or a clearer timeline.

Please know that I do care deeply about ensuring our customers are satisfied, and I do take your concerns seriously. I apologize once again for the way things unfolded, and I want to assure you that we will work on improving our communication process moving forward to prevent situations like this from happening in the future.

If there is anything else I can do to address this situation or if you have any further questions, please don't hesitate to reach out. Your feedback is incredibly valuable to us, and I want to make sure we do everything we can to restore your trust.

Thank you for your time, and I sincerely hope we can continue to serve you in the future.

Best regards,

Brian Bowersock
CEO
West Automotive Group

Thank you for your feedback, and we apologize for the issue with the door frame. We take pride in maintaining a clean and professional environment, so we truly appreciate you bringing this to our attention. We're glad to hear that you were able to clean it up easily, but we'll make sure our team is extra mindful of this in the future. I am truly glad the rest of your experience was a positive one, thank you for the trust you instill in us when it comes to serving and repairing your vehicle, we look forward to serving you again!