Automotive Excellence

Company states: We are aware of the consumer complaintWe are now awaiting for the BAR to determine what actually went wrongTo appease the customer we decided to sent a check refunding them on 02/12/

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meIf I do not receive the check within a reasonable time I will call back

Company states: We are aware of the consumer complaint. We are now awaiting for the BAR to determine what actually went wrong. To appease the customer we decided to sent a check refunding them on 02/12/2015.

Review: Damage the drive side of vehicle with 4 severe scratches. Car was dropped off at 8:30 am struts/mounts, alignment, and oil change. kept 3 days.

I dropped off my car at 8:30 am 7/3 to have struts and mounts replaced, alignment, and an oil changed. I called at 4:00 pm and [redacted] indicated it wasn't ready. I didn't complain. [redacted] said I could pick up on Friday. I went by at 11:30, but car was not ready until 1:30 pm. I paid and went to my car and noticed the scratches. They are really bad. The owner gave me the name and number of their auto body guy. He appeared to want to do the right thing, until he received the estimate for repair, $1,000. No one indicated to me that I had a option to get my vehicle on Wednesday. Auto Excellence say they are not responsible for the damage to my vehicle. It was damaged while being repaired.Desired Settlement: I want them to do the right thing and take care of the scratches that were done while my vehicle was being repaired. Or warn their customers about possible damage while in their parking lot or at a minimum let us know that they are not responsible, so customers can make an informed decision and not allow their car to stay in their charge over night.

Business

Response:

Business' Initial Response

We apologize that our client had a unhappy experience at our facility due to the prolonged estimated time of completion, and is also holding us responsible for 4 scratches that they assume happened here during the repair.

Due to the nature and location of said scratches, and location on the vehicle to where repairs were made, it was determined that it is highly unlikely the scratches happened while vehicle was being repaired.

When Mrs. [redacted] spoke to me and pointed out the scratches, I referred her to a local body shop to see about polishing them out (under the impression that they were surface scratches), not admitting fault, just in good faith to my client. While inspecting the vehicle, she (Mrs. [redacted]) pointed out multiple scratches on other parts of the vehicle to me, to which the she acknowledged were there for some time and was "not concerned about". They were very similar to the scratches that are in question.

Mrs. [redacted] then contacted Automotive Excellence and requested that we pay the $1000.00 estimate to repair the scratches. It was explained that we do not feel that we are responsible for scratches on the vehicle that could have happened anywhere.

Review: On 4/11/2014 I took my car to Automotive Excellence to get a standard oil change, when I came to pick up my car they told me everything went great. Fast forward to 1/3/2015 and I am in need of another oil change, I have since moved out of Placerville so I decided to take my car to Jiffy Lube, About 5 minutes in they call me to let me know they wont be able to do an oil change because whoever serviced my car last(Automotive Excellence) had siliconed the plug under my car shut. I called Automotive Excellence to get an appointment so they can look at my car, When I called I talked to an older man on the phone and explained to him what was going on he proceeded to tell me he didnt think it was something they had done but they would take a look at it. I took my car back to them on 1/8/2015, when I walked in the man at the front desk was busy helping another customer so [redacted] the owner came out to help me. It was obvious when she asked me if I was there for an oil change that the man I had previously talked to didn't make any notes of my situation. Long story short she got really defensive and denied that they would have siliconed it shut. We agreed to do an oil change since that was the only way they would be able to pull the plug out and make sure there was no damage done to the plug which resulted in siliconing it shut. When I got my car back they told me everything was fine and that it was definitely them that did the oil change last because their air filter was in my car still. I paid for my oil change and left thinking everything was fine, a couple days goes by and I start smelling oil or gasoline in my car but only when the heater is turned on, today I pop the hood of my car and they had spilt oil ALL over my engine, they didn't screw the plug back into the top of my oil container which resulted in oil sloshing all over the motor and the hood of my car which was why my heater was smelling. I also found two pieces that obviously go to my car that weren't bolted down so I dont know where they go.Desired Settlement: I would like a refund from the first oil change/car inspection I had done on 4/11/2014, a refund of the oil change I paid for when I got my car inspected due to the plug being siliconed shut on 1/8/2015, and a refund of the oil I had to purchase myself due to all the oil being spilt out of my car because they didn't screw the plug shut when they changed my oil last.

Business

Response:

Company states: We are aware of the consumer complaint. We are now awaiting for the BAR to determine what actually went wrong. To appease the customer we decided to sent a check refunding them on 02/12/2015.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. If I do not receive the check within a reasonable time I will call back.