Boerne Automotive

Complaint: [redacted] I am rejecting this response because: This response does not address the repairs that were made to my car without authorizationThe misunderstanding that occurred with Boerne Automotive occurred because of bad managerial practices and poor phone communicationI will never be going to Boerne Automotive again for services, so a 10% discount would never be usedI am still pursuing a settlement of the cost of the repairs at the original agreed upon price of $ Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I will admit that there was work recommended to be done on my Land Rover, however, the work being recommended was to have my front and back brakes replaced because they were worn down I did say that I cannot afford to replace the front and back brakes to my vehicle after paying over $dollars to a problem that has not been taken care ofi needed for Lionel to just fix what I had originally went to him for and that was to fix my parking brakei did notifiy him that it is still making that screeching noise which indicates my park brake not being fixed After I picked up my vechile for the 3rd time from him, and paying additional parts becuase he drove my vehicle from [redacted] [redacted] to his garage in Boerne with the parking brake on and causing damage and after I had specifically told him it was not drivable, he assured me my vehicle was fixed and parking brake was fine The actuator that he said he replaced that fixed the screeching noise and I should not have any more problems with my parking brake a couple of weeks later, my vehicle still felt funny while driving so I decided to go to a different mechanic to have it looked at and that mechanic took pictures of the problem which was the parking brake still firmly on and damaging the rear passanger wheel and he also took photos of the sensor stating that it was stripped, therefore not indicating on my dashboard that the parking brake is still not fixed That mechanic refused to let me drive away in my vehicle due to further damage that could be caused to the vehicle and possibly myself while drivingI wanted to be sure of what the mechanic was telling me, I had my LR towed to another mechanic who specializes in import vehicles and he confirmed the same thing, the parking brake is still firmly on and causing damage and the sensor stripped the Import specialist asked for my permission to replace the sensor on the parking brake and I agreed to it Shortly after he replaced the sensor, he tried the parking brake to see if at least the actuator was functioning to work the parking brake was fixed as I had been informed by [redacted] My vehicle starting making that screeching noise again and parking brake still broken THis is why I am askig for all of my money back and plus some, nothing was fixed on my vehicle as I am still have the same problem and am facing additional costsRegards, [redacted] ***

Hello, [redacted] this is [redacted] From Boerne Automotive as you can see all the signatures form Repair Orders are sign by her at the very bottom of the Repair Orders our Computer states at what time & Date customer authorized for the repairs Thank You ***

Hello Mrs *** ***I am contesting to this letter in regards of a compliant for a Land Rover that was brought to our location this couple of months ago for repairs and I deeply apologize if our services did not meet your expectationOur goal is to provide a consistently reliable level of
customer service, and I was surprisingly aware of receiving this compliant since we have been doing business &/or repair on your vehicle previously Based upon the facts we are unable to give you a refund for the full amount that you were asking for the following reasonYou gave us a called over the phone telling us that you were hearing a screechy noise under the vehicle and the brake light was blinkingYou were unable to move the vehicle and we said “it was ok, well have the car towed in and have the diagnostic to be performed.” We determined that her EPBM (Electronic Parking Brake Module) needed to be replace, it was jammed and not working at all and her Brakes needed some attention, which are written down as RECOMMENDATION on each of her previous invoicesShe said “ Not to work on her brakes just replace the module” because she couldn’t afford it at the timeAccepting consequences in the futureSeveral weeks has passed and Mrs *** give us a call telling us that if we could call her Mechanic which they were working on her brakesWe Called them telling us that the brakes were jammedBeing a ASE Certified and experience Technician on Land Rover we told them “you have to have the proper equipment to reset or relearned the computer” which they haven‘t.So I deeply apologize that our company could not be responsible for any action that you or your Mechanic Shop that have taken.Boerne Automotive still appreciate for all the business that we have done previously and hopefully still continueWe will provide a 10% discount for any services &/or repair for any of your vehicles

We received your complaint regarding about change of cost for the repairsAfter carefully reviewing your information, I regret to inform you we will be unable to give any adjustment for the following reasonsYou came to our location wanting a Oil Change,Spark Plug replacement & Air Filter
Obviously if we called you back to give you other recommendations that your vehicle needs and everything added on top of that we talked & authorized over the phone will be added to the repairsNow if we told you needed you're spark plug wires and Valve cover Gasket that is something that your vehicle needed as to protect your investment and your vehicleI do Apologize about the misunderstanding that led to this complaintAnd as one of our valued customer, your satisfaction is our top priority we will give you a 10% discount on any of your next services Thank You Boerne Automotive

Complaint: [redacted]I am rejecting this response because: I will admit that there was work recommended to be done on my Land Rover, however, the work being recommended was to have my front and back brakes replaced because they were worn down.  I did say that I cannot afford to replace the front and back brakes to my vehicle after paying over $1000 dollars to a problem that has not been taken care of. I needed for Lionel to just fix what I had originally went to him for and that was to fix my parking brake. I did notifiy him that it is still making that screeching noise which indicates my park brake not being fixed.  After I picked up my vechile for the 3rd time from him, and paying additional parts becuase he drove my vehicle from [redacted] ** to his garage in Boerne with the parking brake on and causing damage and after I had specifically told him it was not drivable,  he assured me my vehicle was fixed and parking brake was fine.  The actuator that he said he replaced that  fixed the screeching noise and I should not have any more problems with my parking brake.  a couple of weeks later, my vehicle still felt funny while driving so I decided to go to a different mechanic to have it looked at and that mechanic took pictures of the problem which was the parking brake still firmly on and damaging the rear passanger wheel and he also took photos of the sensor stating that it was stripped, therefore not indicating on my dashboard that the parking brake is still not fixed.  That mechanic refused to let me drive away in my vehicle due to further damage that could be caused to the vehicle and possibly myself while driving. I wanted to be sure of what the mechanic was telling me, I had my LR towed to another mechanic who specializes in import vehicles and he confirmed the same thing, the parking brake is still firmly on and causing damage and the sensor stripped.  the Import specialist asked for my permission to replace the sensor on the parking brake and I agreed to it.  Shortly after he replaced the sensor, he tried the parking brake to see if at least the actuator was functioning to work the parking brake was fixed as I had been informed by [redacted].  My vehicle starting making that screeching noise again and parking brake still broken.  THis is why I am askig for all of my money back and plus some, nothing was fixed on my vehicle as I am still have the same problem and am facing additional costs. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The documents were signed by myself because my car would not be released to me by Boerne Automotive until the documents were signed. I could not have left the premises of the repair shop until some form of payment was confirmed, and the documents were signed. I did not authorize those repairs, but signed the documents under duress from the business because I would not have been able to travel home without signing them.
Regards,
[redacted]

Hello, [redacted] this is [redacted] From Boerne Automotive as you can see all the signatures form Repair Orders are sign by her at the very bottom of the Repair Orders our Computer states at what time & Date customer authorized for the repairs.  Thank You [redacted].

Complaint: [redacted]
I am rejecting this response because:
This response does not address the repairs that were made to my car without authorization. The misunderstanding that occurred with Boerne Automotive occurred because of bad managerial practices and poor phone communication. I will never be going to Boerne Automotive again for services, so a 10% discount would never be used. I am still pursuing a settlement of the cost of the repairs at the original agreed upon price of $549.
Regards,
[redacted]