Complaints & Issue Resolution

Key Facts

Contact us immediately if you're not satisfied
Safety-critical issues receive immediate priority
We investigate all complaints thoroughly
Reasonable resolutions offered for valid concerns
Escalation to management available if initial resolution unsatisfactory
Written responses to formal complaints
Customer feedback helps us improve service quality
We stand behind our work - see warranty policy

How to Report Issues

IMMEDIATE CONCERNS: If your concern is safety-critical (brakes not working properly, critical component failure after repair), call immediately: +358(9)42452716. We prioritize safety issues and provide immediate assistance.

NON-URGENT CONCERNS: Email info@hudson-auto.lastbot.fi with invoice number, description of issue, and how you'd like it resolved. We respond within 4-6 hours during business days.

IN PERSON: Visit us during business hours to discuss concerns face-to-face with service advisors or management.

What to Include in Your Complaint

Help us help you by providing complete information:

Invoice number and service date
Specific issue description (what's wrong, when it started)
Photos or videos if relevant
Whether issue is safety-related or urgent
What resolution you're seeking
Best contact method and times to reach you

Our Investigation Process

We take complaints seriously. Our process: review service records and technician notes, inspect vehicle if issue is vehicle-specific, speak with technician who performed work, determine if issue is warranty-related or separate problem, and develop resolution options.

Investigation typically takes 1-3 business days depending on complexity. Complex issues may take longer. We keep you updated on investigation progress.

Types of Resolutions

Depending on investigation findings, resolutions may include:

Re-performing repair at no charge (warranty issue)
Partial or full refund if repair didn't fix problem
Goodwill discount on future services
Explanation if complaint is based on misunderstanding
Escalation to management if initial resolution unsatisfactory
Third-party mediation for complex disputes (rare)

Warranty-Related Issues

If your complaint relates to warranty-covered work, see our warranty policy for coverage details. Warranty repairs are performed at no charge when the same problem reoccurs due to defect in our work or parts.

Not all post-service issues are warranty-related. We explain what's covered and why. If issue isn't warranty-covered, we provide estimate for necessary repairs.

Escalation Process

If you're unsatisfied with initial resolution: Request to speak with the service manager or owner. Escalated complaints are reviewed by senior management with authority to make exceptions or alternative arrangements.

We aim to resolve issues at lowest level possible, but escalation is available when needed.

Consumer Rights

Finnish consumer protection law provides rights beyond our policies. For legal disputes, contact consumer protection authorities or seek legal advice. We comply with all consumer protection regulations.

Most issues are resolved through direct communication. Formal legal action is rare and typically avoidable through reasonable discussion.

Frequently Asked Questions

1. What if the same problem happens again?

Contact us immediately. If identical problem reoccurs within warranty period, repair is covered at no charge under warranty. If it's a different issue or outside warranty period, we provide estimate for needed repairs. See warranty policy.

2. Can I get a refund?

Refunds depend on circumstances. If we cannot fix the problem after reasonable attempts, refunds may be appropriate. If you're simply unhappy but repair worked as intended, refunds are unlikely. Each situation is evaluated individually.

3. What if I already paid?

Payment doesn't prevent complaints. If we determine refund or credit is appropriate after investigation, we issue refunds to original payment method or provide service credits for future use.

4. How long do I have to complain?

Contact us as soon as issues arise. Immediate concerns are easiest to address. Complaints months after service are harder to investigate but are still reviewed. Warranty periods apply to warranty-related concerns.

5. Can I leave a bad review?

You can leave honest reviews. We prefer you contact us first so we can address issues before public reviews. Many "bad experiences" are misunderstandings or warranty-covered issues we happily resolve. Give us a chance to make it right.

6. What if you refuse to help?

If we determine a complaint is unreasonable (customer error, unrealistic expectations, unrelated problems), we explain why politely. You can escalate to management or seek consumer protection authority assistance if you believe we're being unfair.

7. Do you ever admit mistakes?

Yes - when we make mistakes, we acknowledge them and make them right. Everyone makes occasional errors. Our reputation depends on how we handle mistakes, not on being perfect. Honesty builds trust.

8. What about goodwill gestures?

For borderline situations or long-time customers, we sometimes offer goodwill gestures (discounts on future service, partial refunds) even when not strictly required. This maintains relationships and shows we value your business.

9. Can I speak to the owner?

Yes, contact service advisors to arrange a meeting or call with ownership/management. We prefer resolving issues at service advisor level first, but direct management involvement is available for escalated concerns.

10. What happens after resolution?

We follow up to ensure resolution was satisfactory and issue is fully resolved. Feedback from complaints helps us improve processes and prevent similar issues. Thank you for bringing concerns to our attention.

Related Pages

Last updated: 9 January 2026