We try do our best for our customers. We are not perfect. We make mistakes at times. But we own up to them and get things resolved. This specific issue with Mr. Phung is not on us. Mr.phung gave us a call and in an argumentative and disrespectful manner told us we have to replace his alternator at no charge because he got it replaced by us less than a year ago. If it truly hadn’t been over a year then yes we would have replaced the alternator at no charge to him but after looking into the records we see that that service date was on 4/22/22 (invoice attached). That’s a year and 6 months ago so it would not be free. I explain this to him and gave him our price. The same as the last time. He raises his voice and starts yelling at me stating my prices are too expensive. He said he found another shop that would do it for 350. In the attempt to keep my customers happy I agree to $350 and he decided to bring the car in for service on 10/13/2023. The service he requested in an alternator replacement. He stated he had already replaced his old battery with a new one and that it still doesn’t hold charge so he concluded it has to be the alternator. We offered to do a diagnostic for $120 to make sure the alternator is the problem and prevent him from paying for parts and labor of an alternator replacement and it not being the solution. He denied. He was positive his alternator was the problem and did not want a diagnostic. In the midst of replacing the alternator I had to ask him to wait in the lobby 3 times because he kept pacing the work area. For insurance purposes I cannot have customers in the shop work area but he would not listen. We replaced the alternator with a new one (same model as the one we removed) and the car still had the same problem. He then began to raise his voice, making demands, and disrespecting me. Since he was so adamant the brand new alternator I replaced his old one with being defective I offered to do a diagnostic again. And if I found that the problem was in fact the brand new alternator I would not charge him for the diagnostic and of course wouldn’t charge him to replace the alternator again as it is covered under warranty. He denied. He later came back to to tell me he got the alternator replaced at a different shop and it solved his problem. He demanded a refund and when I told him I would not give him a refund he started making all sorts of threats. Threats against my business and personal threats all in front of my employees. He then demanded for an exchange. He brought me the alternator I installed and later the other shop removed( I know it’s the same one because prior to him taking the car from my shop Mr. Phung had me put a marking on the alternator I installed) and I gave him a new one I had ordered for him. In the attachments below you can see the test results for the alternator. It is fully functional. I sent it back to my vendor and they were able to confirm it works by performing a bench test. At the end of the day Mr.Phung self-diagnosed his car and then got upset with us for doing exactly what he asked us to do. He asked us to replace an alternator and that’s exactly what we did. We replaced his old one(that was most likely fully functional) with a new one. We cannot force our customers to pay for a diagnostic to assure what the problem is. If he would have allowed us to do a diagnostic we could have prevented this whole situation.