Palumbo's Car Care Center, Inc.

PALUMBO’S CAR CARE CENTER INC....

                                        ...⇄ Pulaski Highway Newark, DE 19702                                                         ...⇄   [redacted]                                                 ...⇄                                         ...⇄ of Delaware                                    ...⇄                                         ...⇄   [redacted] Thank you for contacting us regarding our client Mr. [redacted].  I have been away on business and the first I heard of this Revdex.com complaint was the day I faxed you requesting more information.  My apologies for the delay. Hopefully we can come to a satisfactory conclusion on this matter for all parties involved. To help keep my response brief and on topic I have limited my comments to what I feel is pertinent to this complaint.    On 10/23 Mr. [redacted] brought the car in for brake grind noise and some other previously agreed upon unrelated work. We found the brake calipers were failing, locking up the brake pads onto the rotors grinding the brake pads on the right side into the rotor. This condition will also result in a loss in brake performance and is generally considered unsafe nonetheless the brakes were noisy. In addition we noticed a problem with worn out motor mounts creating a knocking sound.   Mr. [redacted] states it was his “2nd time back”. The previous “time” he brought this car to us was nearly four months (6/28/17) & 4,000 miles (144,529 miles) before AND there is no record of Mr. [redacted] submitting any complaint whatsoever.  The “front brake line” repair Mr.[redacted]’s had mentioned is not a brake line at all but two rubber brake hoses. We replace a steel brake line repair in 2015 (30,000 miles ago) that has no issues with the brake hoses we replaced last October. Mr. [redacted] correctly stated that he was given a price on the brake work and another, separate price on motor mount work. The brake estimate was in the neighborhood of $700 and the motor mount estimate with new belt was approximately $670.00, totaling approximately $1370.  Mr. [redacted] approved the brake repairs alone, nothing else, because as I earlier stated the unsafe nature of the brake problem took priority. Generally grinding brakes are considered unsafe, worn motor mounts are not. In addition because of the parts availability (next day) and labor time involved the additional motor mount work could not have been completed in the time Mr. [redacted] was waiting. He did NOT approve both repairs otherwise we would have performed both repairs and charged Mr. [redacted] the $1400+/-.    Mr. [redacted] final invoice shows a future estimate for the motor mount repairs. It is right on his bill. Our policy is to review these future work estimates with customers before they leave. Mr.[redacted] goes on to state that on his ride home after leaving our shop that he “noticed no change”.  Mr. [redacted] did not notice that his brakes were no longer grinding or noisy?        In regards to Mr.[redacted] statement regarding our lack of returned calls. I cannot speak to that other than I know there was an issue with having an incorrect phone number. Furthermore I did leave at least one message myself on Mr. [redacted] phone when I got back in town. He states that he spoke to the “service agent” and that he “did not want to resolve the issue”. The resolution is to purchase the remaining repairs. It is that simple.  Mr. [redacted] did not mention that only 4 days after the repairs were made he STOPPED payment on the check. Is this the conduct of someone who wants to resolve an issue? Mr. [redacted] and I finally spoke on 11/29 and I added to his file a new second phone number. At that time we had what I felt was a productive conversation and I offered for him to bring the car in so we could drive the car, look it over & talk face to face. I made a special appointment that he would bring the car in on Saturday Dec 2nd at 10am.   Mr.[redacted] did not show up, he did not even bother to call.      PALUMBO’S CAR CARE CENTER INC.                                         ...⇄ Pulaski Highway Newark, DE 19702                                                 ...⇄                                           ...⇄                               2/10/18                                         ...⇄     In Summary                                         ...⇄ 1. Repairs in October have NO connection to repairs 4,000 miles earlier in June. 2. Repairs in October have NO connection to repairs 30,000 miles earlier in 2015. 3. Mr. [redacted] admits that our representative explained to him what we were recommending and that he was given estimates on two different repairs. 4. Both repair estimates totaled more than twice what he paid.  Mr. [redacted] is trying to have us believe that he thought the $689 he paid included nearly $1400 worth of repairs that would have taken 2 days to complete?       5.   Why would we document on his invoice the recommended future repairs and pricing, if it was supposed to have been completed during this same visit?   6. Four days after leaving our shop, he stops payment on his check and we didn’t call him about it? But he calling us TWICE is his good faith attempt of rectifying the situation? 7.  After agreeing to come in and discuss the situation and for us to check the car. He fails to show up for his appointment.   Because of Mr. [redacted] history we have been holding off on taking legal action. Yet we need to have this stop payment check ($689.35) and related charge ($45) paid immediately by cash or otherwise we have no other choice but to report this go to the proper authorities. Once this is paid, I would be happy to discuss a potential solution on the remaining repairs if he still wants or needs them.                                                             ...⇄ You, [redacted]

Quoted $58 for 1 installed used tire ($232) + oil change $39 total on phone by [redacted]. Dropped off at 11:30am I added that I had the spare tire on that I needed back under the car. No call that it was done, so I went to the shop and waited at 3:00pm they close at 4:00pm. Once there car was in bay but not worked on. 1 customer (female)came in and thanked them profusely for fitting her in and paid for their lunch. Another customer (female)came in and thanked for getting done so quickly. Both times pulled they pulled the customer cars in front of the shop for them. I questioned the modified price of the oil change to $44.95 as well as the price to put the spare tire back on $25.00 total price $324.22. Also my car did not get pulled in front like everyone elses. I had to walk to mine that was parked in the parking lot. Also the tires that they said they had to fit my car was mysteriously mislabeled how a tire was mislabeled I do not know but I didn't get the original tires that was supposed to be on the car P245/65R17 105T I received P245/70R17 108S and they said that they were an upgrade for the same price. Even though I know 105T and 108S is not the same speed rating, and I do not know if the tread depth were the same. But I thank them for taking off the tires that I had on because the wires were showing on all (4) tires but I would not use them ever again. So far no such thing as a honest mechanic I am still looking. Oh and I received the keys to my car at 3:55pm. I did not see them when they put it in the parking lot. Oh well still In Search Of.....

Quoted $58 for 1 installed used tire ($232) + oil change $39 total on phone by [redacted]. Dropped off at 11:30am I added that I had the spare tire on that I needed back under the car. No call that it was done, so I went to the shop and waited at 3:00pm they close at 4:00pm. Once there car was in bay but not worked on. 1 customer (female)came in and thanked them profusely for fitting her in and paid for their lunch. Another customer (female)came in and thanked for getting done so quickly. Both times pulled they pulled the customer cars in front of the shop for them. I questioned the modified price of the oil change to $44.95 as well as the price to put the spare tire back on $25.00 total price $324.22. Also my car did not get pulled in front like everyone elses. I had to walk to mine that was parked in the parking lot. Also the tires that they said they had to fit my car was mysteriously mislabeled how a tire was mislabeled I do not know but I didn't get the original tires that was supposed to be on the car P245/65R17 105T I received P245/70R17 108S and they said that they were an upgrade for the same price. Even though I know 105T and 108S is not the same speed rating, and I do not know if the tread depth were the same. But I thank them for taking off the tires that I had on because the wires were showing on all (4) tires but I would not use them ever again. So far no such thing as a honest mechanic I am still looking. Oh and I received the keys to my car at 3:55pm. I did not see them when they put it in the parking lot. Oh well still In Search Of.....

Review: Went to an independent auto store to see why engine light was on was giving multiple code. Decided to take car into shop to get a diagnosis. Was told that the cost would be $90.00. Left the car in the care of Palumbo Auto center. Later call was received stating that a tune up was needed, spark plugs also. Was told price and agreed to it. About a hour later another call received stating that once the mechanic went it to change spark plugs coil packs were damaged and they would need to be change, price jumped significantly. Advise tech that I wasn't prepared to send that amount of money and that I would just come an get my car, was than told that the cost was $265.00, asked why was told that it was labor charge since the tech had to do farther diagnosis. Immediately asked to speak with manager was wold he was out on road test and would have to return call. Asked how could they try to charge that amount without doing any work, was told that's their labor. I again stated that I didn't think it was fair to charge that and would not pay that amount because the agreed upon price was $90.00. They originally said it was one amount and than upped the price to were it was no longer closer to $500 now it was closer to $1000. Was than told the vehicle would not be released until payment was made. Advised I would dispute with my credit card company. Had another mechanic do the work and was advised they never even removed the parts they said they had moved original parts hadn't been disturbed. Plus car was worse leaving than when it was taking there. Bought that to the attention of a service writer who claimed it was just the issue they stated and now it could be felt. Advised car didn't ride like this when I bought it in to which he just shrugged.Desired Settlement: Credit card was card charged $175.20 more than it should have been. Mechanics should not be able to possess such power. You can't tell someone one that they have one issue and quote a acceptable price and than say something different. Farther more should not be allowed to hold your car hostage until you pay outrageous amount. I was charged 275.00 for labor? Not work at all done and old spark plugs put back in. Please refund my credit card.