5th & Robinson Service Center Reviews (%countItem)
5th & Robinson Service Center Rating
Address: 109 5th St SE, Barberton, Ohio, United States, 44203-4204
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Car was acting up, garage said they could check it fairly quickly so we had the car towed to them to be looked at. We were not told on the phone of any minimum charges. When the car arrived at the garage, we were not given any estimate as to charges. We asked to be called before anything was done that would incur a cost. Garage claims they called/left message. We have no record of their call. When we called to ask the status, we were informed that garage had diagnosed the problem by performing $125 worth of diagnostic tests. We were not informed of the charges before the tests were done and we did NOT authorize those tests/charges, verbally or in writing.
As the diagnostics charges seemed unusually high, we called around to other garages in the area, and the highest amount estimated for diagnostics was $50.
We did not expect them to diagnose the car for free. Had they actually been upfront about the testing charges when we called to ask if they could look at the car ("It will be a minimum charge of $125 for us to look at it!"), or even made sure that they spoke with us before actually running the tests, we would have declined and taken the car elsewhere.
We paid the bill so we could have the car towed to another garage. It's very frustrating that we have now paid out a total of $263.50 ($75 for tow to 5th & Robinson, $125 testing charge, $13.50 tax, $50 tow to another garage) with no actual repairs done.
Dear ***,I am responding to complaint #*** from *** of ***, ***. On 6/3/19, we received a call from *** of ***. Mr. said that his 1995 Saturn wasn't taking fuel, and was "puttering and stalling". He would try to get the car started and drive it to our location. Unfortunately, he was unable to get his vehicle started, and asked for a tow. We contract with a local tow company and are required to pay them at the time of service for all courtesy tows.We explained to Mr. that we would arrange for the vehicle to be towed, and that it would have it's own separate charge, but would be added to his bill. We then told him that there would be a diagnostic charge to determine what was wrong with his vehicle. Once we hooked up the 1994 Saturn to our diagnostic equipment, and spent significant time with his vehicle, we called Mr. with an explanation of the problem(s) and the estimate of repairs. Mr. explained that the car was borrowed from his grandparents, and he would talk this over with them before making the decision to repair the car. On 6/5/19, we phoned Mr., who asked for a break down of the problems and what the cost would be to repair each issue. He said that his mother in law would be making the final decision on whether to repair the vehicle. He said he would call us with their decision.On 6/7/19, Mr. phoned and said that he would be arriving soon to discuss his vehicle. Upon his arrival, Mr. was accompanied by a woman who did not say anything, and he did not identify her. Mr. claimed that we did not tell him that there would be a charge for diagnosing the problem with his vehicle. We reminded Mr. that we had two conversations with him about several issues with his car, as well as the break down of the price for each problem to be fixed. We also explained that our diagnostic equipment is state of the art, with current updates. Our charges for determining diagnostic tests are also comparable to other garages for the same procedure. We were very communicative with Mr. through several phone calls during the week that his vehicle was at our shop. The complaint was made by a ***. I am unsure if this is the woman who accompanied Mr. when he came to retrieve his vehicle, however I would like to apologize for any information that was not communicated to her. 5th and Robinson Service Center, LLC made every attempt to communicate the price for the tow, our responsibility to the tow company, as well as the cost of the diagnostic procedure. Thank you for allowing us to respond to this complaint. 5th & Robinson Service Center, LLC
I am rejecting this response because:
I am ***'s mother in law. We are not disputing the tow charge, although I would like to note that *** was told during the initial phone call that the tow charge would be $70. We were charged $75.
During the initial phone call, other than the tow charge of $70, *** was not informed of any diagnostic charges. Had he been told upfront that it would be $125, we would have gone to another garage. He specifically asked to be called before any charges other than the tow charge were incurred. The garage did not contact him to get authorization for the diagnostic charges. I realize that they did perform a service, which is why I am not disputing the entire diagnostic charge.
Thank you for allowing me to respond to complaint # *** filed by ***.This is a two part complaint. Ms. is stating that when her son in law, (Mr.) called for a tow, he was told there would be $70 charge, instead of the $75.00 that he was charged.Mr. is also stating that he requested being phoned for repair charges before repairs were actually being performed on his vehicle. When Mr. phoned on 6/3/19, he said he would try to get his vehicle started, but was unsure if he would need a tow. He was told that we contract with a towing company and could tow his vehicle for $75.00 (he could have easily misunderstood $75 to be $70 as both numbers are similar). He was then told that we would hook his car up to the diagnostic machine, and a certified master mechanic would diagnose the problem with his vehicle, and then would call him. He was told the charge for the diagnostic procedure would be $125.00, and would take approximately 1 1/2 hours. Mr. agreed to have his vehicle towed, as well as the diagnostic procedure. We phoned Mr. with the list of repairs needed as well as an estimate of charges to repair his vehicle. We did not repair his vehicle nor did we charge for any repairs.Mr. and Ms. received a tow as requested. We towed their vehicle to our property, and performed the services Mr. requested. He was provided a list of problems with his vehicle that eliminated the confusion of what the exact problem was with his car. He could then choose to repair himself, or enlist the assistance of a friend with mechanical abilities. They also left their vehicle on the premises for 5 days. I believe the charges to be reasonable as well as were communicated to Mr.. We also did not repair the vehicle as was their instruction. We phoned several times within the week to request how to proceed. The vehicle was not picked up until 5 days later. Thank you for allowing me to respond to your complaint. 5th & Robinson Service Center, LLC