Ace Motorsports Auto Repair

Initial Business Response /* (1000, 8, 2015/04/24) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@live.com
Ace Motorsports received complaints from miss [redacted] on multiple sites and areas. we believe this will answer all questions. please...

advise [redacted] , having friends and family posting defamation of a business they have not had work completed at or contacted before posting is illegal and ace will seek restitution through small claims for these actions of those posting. as it is not covered under freedom of speech because it is false information.
In light of recent yelp reviews, we understand that there may be falsified "opinions" posted pertaining to goods and/or services purchased or performed by ACE MOTORSPORTS. Unfortunately, these accusations are untrue as such said goods/services were never actually performed/received. Our loyal customer base is familiar with our quality of service and overall way of doing business. These same loyal customers may agree that a response from ACE MOTORSPORTS is unnecessary. However, we feel that it is necessary to reply so that any of our potential customers will only be able to decipher the honest reviews versus the simply false and untrue ones. It's necessary to stand up to the tyranny of cyber bullies whose sole intentions are to attempt to destroy a company's reputation.

We at ACE, pride ourselves on being a maintenance shop that places the safety of our customers at the forefront. We offer exceptional services at competitive prices, both for customers looking to maintain their vehicle or those looking to modify/accessorize their weekend warrior. Quality must account for something and we will not compromise our morally propelled standards for anything or anyone.

We'd like to specifically address Ms. [redacted]'s yelp review, so that we can display our side of things. We were initially contacted by [redacted] on 4/8/15. She called to inquire about one of our brake specials advertised on Groupon. We were able to answer all of her questions over the phone, which is why she agreed to bring her car down to our shop. She explained to us that she was having issues with her brakes, but wasn't sure which set needed servicing (front or back). In an attempt to avoid having her buy a Groupon deal she may not need (to attempt to save her money), we suggested that she allow us to inspect her car to verify any issues at hand. When she arrived at our shop, her and her presumed husband also asked that we diagnose another issue regarding "...a loud popping sound when we make turns". After signing the paper work notifying you of the diagnostic fee (only to be applied if all services are declined), she handed over her keys and left us with her car. After inspection of her vehicle, we found that not only did she need front and rear brakes, she also needed an oil change, air filter, machining of ALL four rotors and, most importantly, a new spindle and tie rod on the driver's side.
After diagnosing the "loud popping sound", we contacted [redacted] with the details and expressed the seriousness of our find. She disclosed to us that she was involved in an accident (which explains the severely damaged spindle and tie rod) BUT wanted your brakes done. Any unprofessional shop would have completed the requested services only and would have sent you on your way in a vehicle not only unsafe to drive, but unsafe to others around.
If we were only out for your money as blatantly stated in your above mentioned review, why would we not have just done the brake job as requested? Well, I will tell you why. We are a business of hard working professionals that all have families of our own. Our business model is to be DIFFERENT; to be honest in a field where so many "crooks" lie. That model has helped build our loyal customer base, because they can always count on us to not sell them on things that they may not need. It also ensures them that we will notify them on things that they actually will need, any may need to do before anything else is performed.
We care about the work we have branded as a product of Ace Motorsports. Although you have been able to navigate your vehicle for some time in this condition, we are professionally and morally responsible for ensuring that not only are you not endangering yourselves, but the safety of other innocent drivers and families that surround you. It amazes us to know that you are willing to be so blatantly careless and irresponsible regarding to the safety of those around you or even any passengers in your vehicle.

If we were to let you leave without fixing the issue at hand, the consequences could be catastrophic! What is to be said to the parents of the passengers in your car? What is to be said to the parents of the people you may spin out and hit? These are the concerns that we have when people such as yourself choose not to repair what is necessary, especially when money is not the issue. The repairs for your spindle and tie rod was roughly the same price as your brake job, which makes things more mind-boggling.
Also, why didn't you mention in your review that you visited several shops prior to us, all of which declined to service as well for the same reasons? The repairs that were needed weren't the repairs that you wanted (understandable; they never are) but it is our responsibility to make sure your vehicle is safe no matter what. This wasn't an oil change that could be put off or a brake squeak that you could ignore. Which brings me to my next point. You agreed and signed a waiver disclosing the dangers of the cars current condition, and that it was a safety hazard to others and should not be driven. We should also mention the fact that we did not even let you drive your car out of the shop and that we made sure you towed it home.

If we were out for your money then why did we decline service on your vehicle? That's right Yelp Community, we declined service to her car because had her vehicle of been done her way, her car would not have been safe to operate and we would have been held responsible. Even after she threatened file a complaint against use to the Revdex.com (Revdex.com), we still turned down the brake job. Therefore, she (and her friends, that we are also responding to) decided to come write multiple reviews, bad mouthing and slandering our name and practice. We thought it was pretty convenient that you left out the fact that WE DID NOT CHARGE YOU A PENNY. Please furnish the other reviewers with an invoice or receipt from this alleged fee you complained. Not only did we not charge you, but we even offered to pay your tow fees in the spirit of doing business, saving you money and assuring that you leave in a safe vehicle without incident. Some extortionist we are.
The Bottom line is this: Ace stands by our code of ethics and will not break under the pressure of those who are governed by ignorance and short cuts. It is not always best to take the path easiest traveled and please understand that we were only trying to help you [redacted]. It's unfortunate that we were unable to perform the necessary repairs to your car but understand that we still provided you a service.
Ace Motorsports
[redacted] N [redacted] Ave [redacted] A Upland, CA XXXXX
Tel: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX