Hi Martin,

First of all, I would like to sincerely apologize for the unpleasant experience you encountered during your recent visit. I understand your concerns, and I’ve since spoken with both Shawn and Raf to better understand the situation.

From what I gathered, there seems to have been a misunderstanding. According to Shawn, while he was scanning your car’s computer, he showed you the condition of the filters, informed you of the price, and you agreed to proceed with the replacement—so he went ahead and ordered them. He also mentioned that there were no faults found with the spark plugs or O2 sensor and advised that they be changed only when the mileage indicates it's time. This was consistent with what he had advised earlier through your text conversation, where he said that if the spark plugs weren’t causing any vibration, they should still be fine. However, you still requested to have them checked, correct?

Following that, Raf mentioned that—based on your request—he removed all four spark plugs to show you their condition. You decided not to replace them, so they were reinstalled. There is a labor charge for this service, which we have already reduced to $30 for you.

I wasn’t present during your conversation with Shawn in the workshop, but during the billing discussion in the office, I clearly heard Shawn explain that no faults were found with the spark plugs during the scan and that replacement was unnecessary—ultimately helping you avoid that additional cost.

I kindly ask that we also be fair to the team on the ground, as they followed proper procedure and acted based on your instructions.

Once again, I sincerely apologize for any inconvenience caused. I hope everything runs smoothly for you moving forward, and we remain committed to providing better service in the future