Business owners, any negative reviews?

[El Jefe]

Have you/your business had any negative reviews? We gets tons of work due to our great reviews off google and Angie's list and our BBB rating, but we had 2 negative reviews in the last 2 months. While they tick me off, the reason for the negative reviews is hilariously bad.


One review claimed that we broke his radio so that his volume only worked if it was cranked all the way up, and that hurts his ears, and he wants a new radio.


The second review was some old lady who had us road test an old Accord, and she gave us an F because she found a shop to do it cheaper than we quoted her. She said that she knows we are running a scam .

I had one guy give us a B rating, because he said that he thinks we charge too much, even though the transmission works great he just thinks we are too expensive.

It never seems to fail, you can never satisfy everyone, and even those who you do right by will sometimes try and get a free handout. I know some of you have your own businesses and probably have some good ones, even if it has to do with a complaint that had nothing to do with what you did.

I once had a lady who we roadtested a vehicle for, took her car and the estimate I gave her and called me the next day saying I broke her Air conditioning with the work I did. I then reminded her we did no work on her car and she said "sorry, wrong number" and hung up.

Some people do have legitimate complaints, but no matter what business you are in you cannot control everything, I have had to pay for a rental car for a customer for a week because the Dealership sent me wrong parts twice. How do you explain that to a customer, if you blame it on someone they don't care, they just want their car. Sometimes you can do everything you can to help someone and it just doesn't work out.

[scho63]

Do you have the ability to rebuke or answer their reviews in the same thread? Sometimes that is the only way to help stop any negatives.

[El Jefe]

Originally Posted by scho63

Do you have the ability to rebuke or answer their reviews in the same thread? Sometimes that is the only way to help stop any negatives.

Yeah, I responded to both of them, thankfully I am able to do that, but it just annoys me.

[El Jefe]

Originally Posted by scho63

Do you have the ability to rebuke or answer their reviews in the same thread? Sometimes that is the only way to help stop any negatives.

Have you been negged?

[scho63]

Originally Posted by kcchiefsfanGoJC

Have you been negged?

I worked for a company who was reviewed constantly and when a bad one came across the bow, I would work with marketing to answer the review in a postiive way with any apology that is needed.

If you come across as bitter, mad, or fighting the reviewer in any way, it will backfire no matter how shitty the person was that wrote a review.

The worst is any site that let's people post anonymously because that's when your competitors start posting fake negative reviews.

Thankfully, most reputable sites do not allow that anymore, and it is a good thing.

I saw somewhere online that it takes at least 20 positive reviews to cancel out a very negative one so a few dingers in a row hurt real bad.

Just remember that everyone coming through your business can be a potential reviewer, even little old ladies who you would never guess they use the internet or social media.

I would also be VERY proactive in getting your positive messages to market via Facebook and Twitter

Hope that helps....

[AndChiefs]

People are always going to get pissed no matter what you do. Also unfortunately, the people that are pissed are a LOT more likely to find ways to let people know about it. All you can do is do the best job you can not let it bother you.

[El Jefe]

Originally Posted by AndChiefs

People are always going to get pissed no matter what you do. Also unfortunately, the people that are pissed are a LOT more likely to find ways to let people know about it. All you can do is do the best job you can not let it bother you.

Thanks brah!

[PRIEST]

Originally Posted by AndChiefs

People are always going to get pissed no matter what you do. Also unfortunately, the people that are pissed are a LOT more likely to find ways to let people know about it. All you can do is do the best job you can not let it bother you.

This

You can not make them all happy .....but damn I try

[El Jefe]

Originally Posted by PRIEST

This

You can not make them all happy .....but damn I try

feel free to vent some stories brah!

[chiefforlife]

I just got the worst one ever!

We had a lady bring in her Caravan and said it creaked and was very bouncy going over bumps.

We look the vehicle over and are unable to duplicate the creaking noise but do notice she needs some work. The struts are bad which we tell her can cause the bouncy sensation she has described. The motor and transmission mounts are bad. Power steering is leaking, air filter is dirty, serp belt is cracked...
We explain to her that although we are unable to duplicate the creaking noise, we do see some needed repairs and proceed to go over the estimate with her. She then authorizes the repairs and we proceed with the work order. She picks up the van, pays for the job and leaves.

Couple weeks later I get this review,

I took my van in to your shop for a creaking noise and bouncy going over bumps, I had no other problems. My husband thought it was the engine mounts and I thought it was the struts.
Your mechanic comes back with a laundry list of items totaling nearly 2200 dollars. I have the exact problem now and have never felt more ripped off! I would bring it back but you would probably just find a bunch of other work that you would charge me for. I will never return to your shop and I will tell everyone I know to never use you!!

I have to post all of my reviews positive or negative but I do get a chance to smooth it over and ask for a second review.

So, I call her and explain that I have read her review, I thank her for taking the time to fill it out and that I am horrified to receive such a review. I simply can not have an upset customer and will do what is necessary to make it right with her. She says she doesnt want to put anymore money into this vehicle. I say to her, I am not asking you to, whatever it is I will fix it for free. I just want to make it right.
She then calms down and says that would be great, so I set up a time to have her bring it in.
The day before her appointment she sends me an Email to cancel the appointment and states that now that the weather is nicer, it is no longer making the noise and that if it returns she will let me know.
I then get worried that she isnt happy and I wont get a chance to get a second review.
So, I Email her and explain that I am very concerned about her approval of my shop and that normally I would like to earn a second review but since I may not have a chance any time soon, (we have to publish the review in 30 days) would she be kind enough to amend her review if I send her a second one?
She did Email back and said she would amend her review, Whew!

I sent a request this morning for the second review...

[chiefforlife]

Originally Posted by chiefforlife

I just got the worst one ever!

We had a lady bring in her Caravan and said it creaked and was very bouncy going over bumps.

We look the vehicle over and are unable to duplicate the creaking noise but do notice she needs some work. The struts are bad which we tell her can cause the bouncy sensation she has described. The motor and transmission mounts are bad. Power steering is leaking, air filter is dirty, serp belt is cracked...
We explain to her that although we are unable to duplicate the creaking noise, we do see some needed repairs and proceed to go over the estimate with her. She then authorizes the repairs and we proceed with the work order. She picks up the van, pays for the job and leaves.

Couple weeks later I get this review,

I took my van in to your shop for a creaking noise and bouncy going over bumps, I had no other problems. My husband thought it was the engine mounts and I thought it was the struts.
Your mechanic comes back with a laundry list of items totaling nearly 2200 dollars. I have the exact problem now and have never felt more ripped off! I would bring it back but you would probably just find a bunch of other work that you would charge me for. I will never return to your shop and I will tell everyone I know to never use you!!

I have to post all of my reviews positive or negative but I do get a chance to smooth it over and ask for a second review.

So, I call her and explain that I have read her review, I thank her for taking the time to fill it out and that I am horrified to receive such a review. I simply can not have an upset customer and will do what is necessary to make it right with her. She says she doesnt want to put anymore money into this vehicle. I say to her, I am not asking you to, whatever it is I will fix it for free. I just want to make it right.
She then calms down and says that would be great, so I set up a time to have her bring it in.
The day before her appointment she sends me an Email to cancel the appointment and states that now that the weather is nicer, it is no longer making the noise and that if it returns she will let me know.
I then get worried that she isnt happy and I wont get a chance to get a second review.
So, I Email her and explain that I am very concerned about her approval of my shop and that normally I would like to earn a second review but since I may not have a chance any time soon, (we have to publish the review in 30 days) would she be kind enough to amend her review if I send her a second one?
She did Email back and said she would amend her review, Whew!

I sent a request this morning for the second review...

.

I have a guy who quoted me $200 for some proprietary roof repair items with a $100 upgrade to some optional crap. My client wanted the $200 option so I ordered it. It finally arrived 10 weeks later and he ordered the optional part too. I didn't pick up that part. In late December, I asked him to email me an invoice and I'd pay it. Yesterday he sends me a nastygram asking for $450 and why haven't I paid it. Accuses me of a lack of professionalism. Fortunately, I've saved all the emails.

[lcarus]

We have a couple bad reviews on google. We bend over backwards to take care of our customers, but there have been a couple disgusting people that gave us bad reviews even though we didn't do anything wrong. They didn't get the price or turnaround time they wanted so they gave us a big long nasty review. There have been honest mistakes we've made on people's plaques or trophy orders, but those people didn't take the time to give us a bad review.

Seems the only people that write reviews online are the ones who are pissed off, even if its unjust. Probably the types of people that sue McDonald's for spilling coffee on themselves. Entitled shit stains.

[kepp]

IMO, the moderately-smart person can weed out the bad reviews. Like people who give a product a 1 out of 5 review because they found it cheaper somewhere else. Unfortunately, a lot of the time it's those ignorant people leaving most of the reviews.

[MIAdragon]

The BBB is such as scam. If you pay the membership dues, they will take down any neg ratings.