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Auto Excellence Reviews (1)

Review: My stepdad took my car to Auto Excellence for an estimate to fix an issue with my window not rolling up and down. He was quoted by a service technician that they would fix it for $56. Today I took my car there for repair. I informed the technician that I was quoted $56 and he acknowledged before work began. They took the door panel off, then told me it would be an additional $200 for a part they claimed they now needed to order. They refused to honor the $56 quote. I advised I would take my business elsewhere. My door panel was not put back on properly, all the screws were left out of it, as well as, the door handle itself. Then, they charged me $67.64 for labor, when nothing was repaired, and now the keyless entry does not work. When I told the technician, he refused to fix it. And now I have discovered that my "door ajar" light will not go off.Desired Settlement: I feel they had no right to charge me when no work was done, and I was given a false estimate. When I left Auto excellence my car was worse off then when I drove in. I just want my money back when services were not given.

Business

Response:

There was a gentleman that did come in and ask for a quote on repairing a window recently. He said that he had begun taking the door apart to do the work himself and had gotten to a point where he did not feel that he was capable to do the work himself and asked for an estimate. An estimate is an approximation of cost for the requested work. A service manager was made aware by the mechanic when the car was brought into the garage that the door was already partly taken apart, just like the gentleman had previously stated. The mechanic took the rest of the door apart and had to remove the window motor/regulator. The part was determined to be non-repairable. The customer was immediately notified with that information and was given a "quote" on the repair costs. She said that she would call back. When she called back she said that they were coming to get the car because she couldn't afford the repairs. We had to re-install the old part and the mechanic only put the parts back on the door that he had removed. He was still working on the car when they got here to pick it up. There was a comment made by the customers companion about the fee as he turned and walked away. The customer left and we have not spoken with them since. We have not been made aware of any of the problems that the customer has described in their complaint. They haven't been in contact with any employee since they left with the car. There was several hours labor invested in taking the door apart and removing and replacing the old part and putting what we had taken off of the door back on. This labor would not have changed whether the part was repaired or replaced. The window is not repaired because we were told not to fix it. We are aware of how high costs of auto repair can be and what a strain this is on consumers.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business responded with false information. I feel a refund is the least that could be done especially since I am left with a door ajar light that will not cut off due to the mechanics work. I made this aware to the mechanic that gave me my keys outside of the garage. The mechanic had to help me get my door open because my keyless entry doesn't work to my driver side. My door handle and screws were left off my driver side door. My statements have been absolutely honest.

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Description: AUTO REPAIR & SERVICE

Address: 1002 East Main Street, Pulaski, Virginia, United States, 24301

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