Dear Sir,
We refer to your complaint as stated above and we have investigated this incident with our mechanic who actually served you on 22/03/2017 when you visited our garage. On the day of the incident, you complained that your existing aftermarket coilovers (R.*****) had been too stiff to your liking as you had just gotten the car and as per our usual practice, our staffs would normally advise our customers to either replace them with our own brand of coilovers or a brand new set of original suspension system.
However, due to your budget constraint, our staff actually took the initiative to assist you by searching high and low in our warehouse to see if he was able to find a reconditioned set of original suspension system that would have resolved both of your issues be it the feel of the suspension system and within a comfortable budget for you. The pricing which you highlighted had been correct as he quoted you $250.00 for the used set of original suspension system that included the shock absorbers, springs, top mounts etc. and on top of that, the labour charges plus computerized wheel alignment that eventually amounted to $400.00 as stated clearly in your complaint.
Please also take note that you admitted that our mechanic took the initiative beyond his call of duty to even check your car's undercarriage to inform you that there was an additional part of your car that needed replacement, bearing in mind that your car was pretty old and such wear and tear were inevitable. In addition, you mentioned that your undercarriage had a loud sound after the repair and please be advised that our company would always test drive and check our customer's car after repair to ensure that everything is fine before we allow the customer to drive off his car with a peace of mind and if such loud noise appeared, we would never have allowed you to drive off and this can proven by countless of our loyal customers.
You also mentioned that you did not do anything until 11/04/2017 which seemed pretty unconvincing as nobody would drive his car so long with the "loud noise" as you mentioned since you visited us on 22/03/2017 which was like almost a period of 3 weeks and also your final point seemed baseless as any workshop would agree with us that if we did not tighten the suspension system properly, it would have given way within a few days and not allowing you to drive for 3 weeks!
Last but not least, we fully understand that some workshops tend to be our competitors and we are never surprised if there's one that badmouthed us and provided you with false information and we would like to take this opportunity to correct you that our team of mechanics are never "black-hearted", otherwise we would have just upsell you the more expensive options instead of helping you to find a cheaper alternative and in the end, resulting in "Kindness doesn't always beget kindness". Finally, our market reputation is built up over decades and we will never compromise our integrity and trust of our customers over a set of used suspension system and we are always there to provide our customers with the best aftersales service and technical support.

Yours sincerely,
Raymond Tan
Fong Kim Exhaust System Pte Ltd
Hp: 9845 7540
www.fongkim.com.sg