Thor Autocenter - CarSpot

Hej, Vi er kede af, at du har haft en dårlig oplevelse med ventetiden. Vi vil dog gerne præcisere nogle ting, da vi ikke kan genkende hele din fremstilling af forløbet. Ved ankomst blev du informeret om, at arbejdet ville tage ca. 1,5–2 timer. Ud over at gennemgå bilens 46 kontrolpunkter udførte vi også en batteritest og udarbejdede en samlet rapport over bilens tilstand. Vi forstår godt, at ventetiden har været frustrerende, men arbejdet omfattede altså flere ting end blot et almindeligt serviceeftersyn. Med hensyn til lædermappen vil vi gerne understrege, at vi ikke er tyve, og det er fuldstændig urimeligt at antyde, at vi skulle have haft til hensigt at stjæle noget fra din bil. Mappen blev åbnet, fordi vi ledte efter bilens servicebog, som skulle bruges til at udfylde oplysningerne i forbindelse med olieservicen. Der blev ikke taget noget fra mappen eller bilen. Vi kan godt forstå, at det kan virke ubehageligt at opdage, at ens personlige ejendele er blevet flyttet eller åbnet, og vi beklager, at dette ikke blev håndteret bedre. Men at antyde, at vi skulle have stjålet noget, er en alvorlig anklage, som vi på det kraftigste afviser. Vi tager din feedback om ventetiden til efterretning, men vi forventer samtidig, at vores medarbejdere bliver mødt med respekt, og at sådanne beskyldninger ikke fremsættes uden grundlag.

Hej Det beklager vi meget. Det fremgår af vores oplysninger, at vores medarbejdere taler engelsk, men desværre ikke dansk. Vi håber på din forståelse og beklager, hvis det giver nogen besvær. Venlig hilsen Thors Auto

Dear Nicolai, I have now spoken with our team about your appointment. I want to explain clearly how we ended up giving you two different prices for the same job and apologise for the way we handled your visit. First, you requested a quotation directly from Thor Autocenter. In our quotation no. 20838, we included the cost of obtaining a specialist timing tool for your Alfa Romeo Giulietta. We do not keep this tool at the workshop because we rarely need it. It is a reusable tool that holds the engine’s timing components in the correct positions during a timing belt replacement; it is not a spare part fitted to your car. Unfortunately, our quotation listed it under parts as “MOTOR TIMINGSET SET – ALFA ROM”, without explaining that the charge was for renting the tool we needed. We are a low-coster multibrand workshop rather than an exclusively Alfa Romeo workshop, so we do not keep such rarely needed tools on site and rent them when necessary. The quotation did not state that this was a tool rental, and our manager did not explain it in the email accompanying the offer. I completely understand why you read this as an attempt to make you buy equipment for our workshop. That was our mistake in preparing the quotation. Later, you requested the same job through Autobutler. Its offer did not include the cost of obtaining this tool. Offers are created and accepted on our behalf automatically in the Autobutler system, and this offer did not include the additional tool. The system therefore accepted your booking without recognising that we had already sent you a separate quotation that included it. In other words, the two offers were for the same repair, but they did not account for the same costs. Our systems failed to connect them, so you accepted the Autobutler offer without the tool cost. You came to the workshop expecting the Autobutler price and only then heard about the additional cost. The manager you spoke with did not fully understood what happened and did not communicate the situation properly. I am sorry we wasted your time and made the charge appear unjustified. Regarding the DKK 428 no-show charge: our manager says he neither requested nor mentioned it, and Thor Autocenter does not charge customers for missed appointments. You did attend. If you have received a payment request from Autobutler, please forward it to me. I will contact them, confirm that you came to the workshop and help resolve it. If anyone at our workshop asked you for this amount, please tell me how it was communicated so I can investigate that too. To apologise for your lost time, I would like to offer you either a free engine oil and oil filter change, including up to four litres of oil and one suitable filter, or DKK 500 in cash. Please tell me which you would prefer. I hope we can resolve this professionally now that we understand how the situation arose, and I hope you will consider removing your review from all platforms. If any part of my account differs from what you experienced, please tell me. I would like to understand it fully and resolve this with you fairly.