Herndon Auto Service

Initial Business Response /* (1000, 5, 2016/07/21) */
When [redacted] first came to our shop she was a new customer. She opened the hood of her vehicle and told us about a Steering noise. We saw that the Power Steering (P.S) Pump was leaking and the Power Steering High Pressure Hose was causing the...

mentioned noise. She asked us to top off the Power Steering Fluid and we did so at No Charge. She than stated she would come in at a later time to get a quote for repairs. On 6/16/16 [redacted] E. came to the shop requesting to replace the Power Steering Pump and the P.S high Pressure Hose. We quoted her for the job and she approved. Upon quoting her she requested to make payments for repairs. We agreed she would pay $500 down and the remaining would be on a post dated check for 2 weeks after job was performed (June 30th). We performed the requested work. On 6/20/16 [redacted] E. called and stated her car was making the same noise. We advised her to bring her vehicle in for inspection so she did. We inspected and found the P.S Pump and the P.S Hose defective, we replaced under Warranty. 3 Weeks after the work was performance we deposited the post dated check for the difference of $222.47 and the check bounced for insufficient funds. We spoke to [redacted] E. about the bounced check and she agreed she would come by the shop to pay off the remaining balance on Friday 7/15/16. On the morning of that Friday when she was suppose to pay off the remaining balance [redacted] E. Called and stated her vehicle was leaking P.S Fluid and that she was bringing the vehicle. A few minutes after the call [redacted] E. showed up at the shop. Our service Manager met her at her car to try an address her concerns. She spoke to him and said there were P.S Leaks. our Service Manager requested to take a look under the Hood of her vehicle and she agreed. He showed her there were NO P.S Leaks. She requested to add more P.S Fluid, he told her we did not have it in stock at the moment and to leave her car for inspection, we offered her a ride back and she declined and stated her son told her there were P.S Leaks. At this time [redacted] E. left our Shop. We try to care for our customers. When [redacted] E. first came to our shop we topped off the vehicles P/S Fluid at no charge, she needed to make payments for the repairs and we gave her the opportunity to do so even though we did not know her. [redacted] E. did not stop the check, there were Insufficient Funds as shown on the attachment. [redacted] E. needs to pay the remaining balance, she has one year warranty on parts and she needs to bring her vehicle so we can inspect it.
Initial Consumer Rebuttal /* (3000, 8, 2016/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not request the power steering and hose be replaced as that was what THEY told me was wrong with my vehicle. I trusted that they knew what they were doing. After leaving the second time I had taken my car in, I noticed the same noises, but [redacted] from the business had said, "Oh you may hear some noise, it's just your motor mount needs to be replaced soon." NO. It was the same issue as before. My son noticed and told me that there was fresh power steering fluid all over the driveway. I knew that check wasn't going to clear as I made sure it didn't, and even put a "stop payment" on it after it did not go through the first time. I wasn't going to be taken for an additional $227.00 on top of the $500.00 in cash I had already paid for repairs that did not fix the problem with my vehicle. When I took it back in the third time and opened the hood, Arturo saw that the dispenser for the fluid was FAR below the level it should be at, and said, "Well I fixed what I was supposed to fix and you can leave it with me now and we can see what additional issues there are." There was no way I was going to leave my vehicle there after all of this hassle. They were supposed to fix what was causing the leak in the first place. He then tried to say it was something else. This place is shady and there are several Yelp reviews that clearly show how unprofessional this business is. I would have had no problem paying the $227.00 had my car been fixed properly. Now I have to come up with the funds to fix the issue I needed fixed in the first place. I have been filling the dispenser until I can take it in for the CORRECT repairs. This has been such a frustrating experience.
Final Consumer Response /* (4200, 17, 2016/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I would have had no problem paying the remaining amount owed to Herndon Auto except that they did NOT provide adequate service to my vehicle. The other shop not only found the leak, but it was from a power steering hose near the rack and pinion. The invoice is attached to this complaint. The manager at the shop advised that this was a minimal fix and only charged me $65.00. The business also fixed a couple other issues and did a wonderful job! They were paid in full. Again, Herndon Auto needs to go on Yelp and look at all of the negative comments which have been placed on there by unsatisfied consumers. I noted one customer also said he had his power steering fixed and it was still not working correctly. You can act as kind and caring as you want, but at the end of the day, it's the honesty and integrity you provide to your customers customers that counts the most.
Final Business Response /* (4000, 19, 2016/08/03) */
Herndon auto service stands by its repairs and parts. All provided for this vehicle are under warranty by the manufacturer, we also guarantee labor. Below please find few discrepancies mentioned by Mrs. [redacted]:
1. High pressure hoses within the power steering system can't be repaired, they have to be replaced, which shows that handwritten invoice item was written at her request since there's no charge for parts.
2. Mrs. [redacted] failed to mentioned that check she wrote for $222.47 to pay in full for the repairs was not stopped but instead bank returned the item due in "NSF" or insufficient funds.
3. The issue or issues in question did not come to light until Herndon Auto Service contacted customer about bounced check. She had the vehicle for over two weeks where she had ample time let us know about any additional leaks or issues relating to our repairs.
We stand by our invoice, parts and labor because that was the correct diagnostic for P.S. leak; customer approved and is now refusing to pay balance. All repairs done at other shop have nothing to do with repairs done at our shop.