Horrible customer service after causing significant damage to my vehicle
Not only did the driver and tow manager, John, significantly damage our vehicle when it was towed, but he and the receptionist, Donna, have been extremely rude. They acknowledge that John caused the damage but say that he had permission, which he did not. They try to push the blame for their incompetency on vehicle owners rather than take responsibility for the damage they caused. Donna refuses to give me their insurance information and then hung up on me. Pathetic!
Complaint: [redacted] I am rejecting this response because: I agreed to pay for the oil change and air filter and that is itI had to have everything they did re-done that theyPlus they did not get my approval to do a fuel injection cleaningThey told me there is a law that they can approve things up to 20% of what they estimatedThat is not true the law states they can charge up to $dollars and no moreIf you want to see how many people they have ripped off log on to [redacted] websiteThere is over responses from other people he has ripped off the same exact way Regards, [redacted]
[redacted] On 12-18- [redacted] brought her Nissan Altima into our shop for an oil change and tire rotation When done servicing it, while my tech was backing it out, he realized that he had not torqued down the lug nuts because the wheel kicked out slightly on the lug bolts Even though we saw no damage to lugs or bolts, we replaced them just in case When [redacted] picked up her vehicle, I explained to her what happened, and that we effected the repairs at no charge to her and documented it as such We walked out to the vehicle and looked at the wheel in questionAt that time she claimed the wheel cover was damaged, I explained that the damage to the wheel cover was on the outside edge, nowhere near the lug nuts/bolts The wheel covers all around were badly scuffed, and I told her that even though the damage was not caused by our shop, I would try to find her a decent wheel cover to help her out At that time we took pictures of all the wheelsA few weeks later, I got a call from her insurance company wanting to know if we were going to repair her vehicle, I explained to them the circumstance and offered to share the photos Another couple of weeks passed when [redacted] called me wanting to know about the wheel cover I explained to her that since she opted to have her insurance involved, I could no longer assist her Next thing you know she claimed we dented her fender, she wanted us to give her $for her deductible, her sister came in causing a scene in our customer waiting area, screaming obscenities at the business owner having nothing to do with matter at hand Within minutes of filing this complaint the sister Jaquie filed multiple online bad reviews, so I believe she was responsible for this complaintAs I told the insurance company, we had three tow truck drivers, two technicians, two service advisors and the business owner present when all this transpired, and the business owner was also involved I can assure you, there is no additional damage other that the repairs I disclosedIf you have any further questions, please feel free to call meSincerely, Donna R [redacted]
The other alleged repair for this customer was over two years ago, his buddy installed a starter on truck, installed incorrectly, damaged the starter and flywheelWe went out of our way to accommodate the repair with salvage parts from a junkyardHe was advised at that time that he still had a problem with the flywheel, which he opted not to replaceWe did not have any follow up complaint on this repairOn his current issue, since the vehicle was towed and only driven the distance from our lot to the service bay, we have no clue without his authorizing diagnosticsWe do know that he stated the engine was running bad at or around the time of the coolant loss, and he had already replaced the beltIf the original belt came off it could have damaged or disconnected a sensor or harness We did nothing but replace a seized belt tensioner and pressure test the cooling system and determine the source of an antifreeze leak as requested by Mr***We do not dispute the vehicle runs terrible, he was advised that after it was towed in, and he opted not to diagnose it I feel it is unreasonable for Mr [redacted] to expect a cooling system diagnosis and belt tensioner replacement to correct the problem which caused him not to drive the vehicle to our shopAs I previously stated, the cooling system leak was not severe enough to not be driven, as he drove it out of our facility.Donna R***/Service Advisor
Complaint: [redacted] I am rejecting this response because: my car is in worse condition now then it was before they worked on itThis is not the first vehicle of ours that they have messed up and I regret not doing anything about our other vehicle, that is why I'm reporting them nowThey are a very dishonest shop!! Regards, ***
Complaint: [redacted] I am rejecting this response because: I agreed to pay for the oil change and air filter and that is itI had to have everything they did re-done that theyPlus they did not get my approval to do a fuel injection cleaningThey told me there is a law that they can approve things up to 20% of what they estimatedThat is not true the law states they can charge up to $dollars and no moreIf you want to see how many people they have ripped off log on to [redacted] websiteThere is over responses from other people he has ripped off the same exact way Regards, [redacted]
[redacted] On 12-18- [redacted] brought her Nissan Altima into our shop for an oil change and tire rotation When done servicing it, while my tech was backing it out, he realized that he had not torqued down the lug nuts because the wheel kicked out slightly on the lug bolts Even though we saw no damage to lugs or bolts, we replaced them just in case When [redacted] picked up her vehicle, I explained to her what happened, and that we effected the repairs at no charge to her and documented it as such We walked out to the vehicle and looked at the wheel in questionAt that time she claimed the wheel cover was damaged, I explained that the damage to the wheel cover was on the outside edge, nowhere near the lug nuts/bolts The wheel covers all around were badly scuffed, and I told her that even though the damage was not caused by our shop, I would try to find her a decent wheel cover to help her out At that time we took pictures of all the wheelsA few weeks later, I got a call from her insurance company wanting to know if we were going to repair her vehicle, I explained to them the circumstance and offered to share the photos Another couple of weeks passed when [redacted] called me wanting to know about the wheel cover I explained to her that since she opted to have her insurance involved, I could no longer assist her Next thing you know she claimed we dented her fender, she wanted us to give her $for her deductible, her sister came in causing a scene in our customer waiting area, screaming obscenities at the business owner having nothing to do with matter at hand Within minutes of filing this complaint the sister Jaquie filed multiple online bad reviews, so I believe she was responsible for this complaintAs I told the insurance company, we had three tow truck drivers, two technicians, two service advisors and the business owner present when all this transpired, and the business owner was also involved I can assure you, there is no additional damage other that the repairs I disclosedIf you have any further questions, please feel free to call meSincerely, Donna R [redacted]
The other alleged repair for this customer was over two years ago, his buddy installed a starter on truck, installed incorrectly, damaged the starter and flywheelWe went out of our way to accommodate the repair with salvage parts from a junkyardHe was advised at that time that he still had a problem with the flywheel, which he opted not to replaceWe did not have any follow up complaint on this repairOn his current issue, since the vehicle was towed and only driven the distance from our lot to the service bay, we have no clue without his authorizing diagnosticsWe do know that he stated the engine was running bad at or around the time of the coolant loss, and he had already replaced the beltIf the original belt came off it could have damaged or disconnected a sensor or harness We did nothing but replace a seized belt tensioner and pressure test the cooling system and determine the source of an antifreeze leak as requested by Mr***We do not dispute the vehicle runs terrible, he was advised that after it was towed in, and he opted not to diagnose it I feel it is unreasonable for Mr [redacted] to expect a cooling system diagnosis and belt tensioner replacement to correct the problem which caused him not to drive the vehicle to our shopAs I previously stated, the cooling system leak was not severe enough to not be driven, as he drove it out of our facility.Donna R***/Service Advisor
Complaint: [redacted] I am rejecting this response because: my car is in worse condition now then it was before they worked on itThis is not the first vehicle of ours that they have messed up and I regret not doing anything about our other vehicle, that is why I'm reporting them nowThey are a very dishonest shop!! Regards, ***