Hogan and Sons, Inc.

AVOID AVOID AVOID
Purchased a set of K*** tires miles ago with a mile warranty and also purchased road hazard insuranceI recently developed a pull to the passenger side of my truck, to find out if the problem was in the passenger side tire I moved it to the drivers side and the problem follow the tireSince the truck is now pulling to the left I felt 100% positive that the problem was in the tire especially after I moved it to the back drivers side and then the rear of the truck started shakingI then took it back to Hogan and Son in Purcellville to have the tire looked atAfter I told them about the rotation of the tire around the truck and how the problem followed the tire they wanted to test drive and check it outNeedless to say, according to the mechanic the shocks, bearings and leaf springs were bad and needed replaced "glad the engine was ok" and that is what made the tire shakeSpoke with service manager Harry and he agreed with his mechanicApparently they never listen to anything I said or had any plans of covering the warranty and was hoping to squeeze a few more dollars out of another customer but this time they were wrongIt's sad that some auto service company's focus more on the dollar then customer service I also feel sorry for the novice customers who get taken by service company's trying to make a fast buckI am sure there are people that had a good experience with this shop or at least think they did but I can guarantee I will never take any of my vehicles to this shop againIf you need to upsell every customer that walks in the door to keep the lights on don't you think your doing something wrong within your services to begin with"and all I wanted was my tire looked at"

In December I took my vehicle in to get a set of new Goodyear tiresAs I was waiting for my service to be completed, the front desk employee told me to come to the back of the auto-shop because there was an issueWhen I went to the back, my vehicle had been involved in an accidentThe mechanic was driving my vehicle after installing the tires and someone hit my car! The mechanic was not at fault, however, when the police showed up for the police report it was revealed that the mechanic was driving with a REVOKED licenseThe business didn't apologize for their mechanic operating my vehicle with a revoked licenseThe manager of the establishment told me that it was acceptable for the mechanic to drive my vehicle with a revoked licenseWhich is completely falseI know have been subpoena to appear in court as a witness since the mechanic has been charged with driving with a revoked licenseThe company has failed to ensure my vehicle was operated by a licensed-driverThis has been a complete inconvenience

Concerning *** *** *** ***-mileage 96091: reference number ***
While there has been extensive work done to correct failures in the emission
control systems on this vehicle, each repair was for a different problemThe
repairs done were all requiredFirst to pass emission
inspection on 7/22/
@miles and finally to address a check engine lamp warning 1//20/
@ These repairs totaled $over months and milesBeing a year old
vehicle with commercial use miles, these type of repairs are not unusual
We do not show history on this vehicle totaling the $the customer
mentions in their letter Other repairs on this vehicle included brake
service
While we can certainly understand the customer frustration with this, each time
the vehicle left our shop, the warning lamp was out, and the problem correctedWe
exercised as much warranty coverage as we could to ensure the customer was satisfied with our workThis vehicle was also sent to
the Chevrolet dealer after our last repair was completed to confirm that the repairs
we did were done correctly, and that no other problems existedThis was done
at our expense, and the vehicle was given a “clean bill of health”
We have had additional dialogue with this customer, and in our discussions, they informed us that the original claim with the Revdex.com has been retracted
We believe that this issue is resolved!
If I can be of additional service or if additional information is required do
not hesitate to contact me!
Mike Q***
Hogan and Sons Store Manager
South Riding VA
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
Norma Lacayo
Dear Mr*** Hogan, I appreciate your taking the time to respond to my complaint. However, I believe that excuses are being made on behalf of the employees quoting me overly excessive priced parts......which makes me wonder, how many other customers have been taken advantage of and not said or reported anything. Part of an employers responsibility when hiring new employees is to properly train them; specially when these employees are expected to be quoting customers prices on items being soldAgain, thank you for your time. This has been a learning experience

To Whom It May Concern:When *** ***'s wife dropped off their *** ***, the vehicle needed the left rear flat tire repaired, When the wheel was placed on the Tire removal machine, the customer was called prior to our proceeding with any service, as the Tire Pressure Monitor
Sensor (TPMS) was corrodedWhen we called to advise the TPMS was corroded, we also specified it would need replacement if we were to properly remove and service it during the flat repair.*** *** then stated he would come down to look at itWhen we showed him the sensor, He then asked us to remove the core out of the sensorWe advised him if it broke, he would be required to change itHe gave permission to remove the TPMS core, it subsequently broke.It is Hogan and sons policy to NEVER install customer parts, as this doesn't permit us to offer the best possible customer service backed by an industry leading 3yr/36k warrantyWe never advised *** *** to purchase his own part for installThe corporate policy is contrary to this perceptionRegardless we did not attempt removal of this part without proper information delivered to the customer, and most certainly not without consent to proceed*** *** was not charged anything for this service.Furthermore, we could not install a simple valve stem to “temporarily" fix the tire, as it is illegal to disable the TPMS system that is properly working in a vehicle upon its arrival, We also specified and showed in writing, the law prohibiting us from tampering with or disabling of the TPMS systerm.Please reference: Motor Vehicle Safety Act (USC 30122(b))Thank you for your inquiry into this matter,Respectfully,Hogan & Sons Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The response is based upon yet more liesI have not received two calls from the district managerI specifically DID tell the mechanic when I dropped it off that the problem first began after driving the vehicle in 4-wheel drive in the most recent snowstorm, and I brought this point up a SECOND TIME on the phone to another mechanic when he called with the initial estimateAdditionally, I told that mechanic on the phone during the estimate call that I didn't understand how $4,worth of work could be necessary when I'd just driven the vehicle the weekend prior with no issues.
It's interesting that they're making it sound like they were only too willing to admit a mistake had occurred when I had to DEMAND that the manager contact me on the next business day, DEMAND that my diagnostic fee be refunded, and that the manager told me over the phone that "obviously there's a problem here (at the shop) that needs to be dealt with." My response was, "Yes, someone needs to be fired."
Here are the items that Hogan and Sons listed on the estimate:
ft up trail arm w/bushing ($539.26)
ft low trail arm w/bushing ($629.50)
RR trail arm w/bushing/ Rear Trail arm ($659.98)
BG Rear Differential Flush/ Ultra Guard ($115.95)
Rebuild Rear Differential ($548.70)
Rear Differential Kit / Diff Rebuild Kit ($458.89)
NONE of these parts needed to be replaced nor would they have corrected the problem I reported.
Furthermore, I did not take this vehicle to the dealer, so I don't know what Hogan and Sons is talking aboutI took it to an independent mechanic who diagnosed the true issue in about minutesHe examined the bushings, trailing arms, and differential and said that there was nothing wrong with any of them and was so embarrassed by all the lies on Hogan and Sons estimate that he charged me NOTHING for his time
Regards,
*** ***

4/24/2014

class="MsoBodyTextIndent2" align="left"> 
Hogan
& Sons Inc.
Revdex.com
attn [redacted]                                   ...⇄
Re:
case # [redacted]
 
 
Dear Sir,
 
I
just received your e-mail in regards to [redacted] regarding her
refund; we would like to provide you with some details as to what transpired
when she came into our location in Sterling with her [redacted].
[redacted] came in on Saturday March 22, 2014(invoice# s[redacted]) and
dropped off her vehicle to be diagnosed, we obtained the information to the
issue she was having as it was presented to us by her. She had stated that
“there is a shaking sensation/noise when turning”. Upon completing her initial
work orders we test drove the vehicle and were able to replicate the issue,
based on experience and having limited information from [redacted] we checked
the front end suspension of the vehicle and found many of the stabilizing
suspension components on her vehicle had dry rotted and cracked bushing. Based
on our findings we presented her with an estimate for the repairs, during the
whole time frame there was no mention of the fact that the problem occurred
after she had put the vehicle into four wheel drive so that we may better
diagnose it. [redacted] picked up the vehicle and took it to the dealer and was
told that her four wheel drive was stuck and needed to be adjusted, which we do
understand but with limited information as I mentioned above makes it difficult
to have a starting point. Once she had the vehicle repaired at the dealer she
call me, [redacted], and explained what had taken place at which point I did
my due diligence and asked all parties involved as to what had taken place.
Once I had gathered the information I needed I told her that I/We were sorry
for the misdiagnosis and would be more than happy to refund the diagnostic
charge to her. I continued to explain that the miscommunication and limited
information when the vehicle was dropped off 
led us to believe that it was a front end suspension issue. I did my
level best to help her understand what transpired and to be as apologetic as I
could possibly be. [redacted] came back in on Wednesday March 26th
2014 for the refund (invoice#[redacted]) of the diagnostic charge at which point I
once again apologized to her for the misdiagnosis and miscommunication. I will
be more than happy to provide any supporting documentation in regards to this
issue.
 
Sincerely,
                                        ...⇄
[redacted]
*. [redacted]                                   ...⇄
Store
Manager
Hogan
and Sons Inc.
Sterling
Virginia 20164
###-###-####
 
In
addition, [redacted] Hogan District Manager, has tried to contact [redacted] 2
times 12:20 4/23/2014 and 10:05 AM 4/24/2014 with no return call. I would like
to take a look at the vehicle and identify what was recommended, if in fact
there is a problem with the bushings or not. 
 
[redacted]
District
Manager
Hogan
& Sons Inc.
###-###-####

Please accept my apology for the delay in responding to this complaint. Hogan & Sons takes every complaint seriously and...

wish to have them resolved in a timely fashion.
 
I have reviewed this complaint and wish to offer my apology for your negative experience on behalf of Hogan & Sons Inc. Since we started in business in 1984 we have always put our customers first. We strive to achieve 100% customer satisfaction. We understand the needs of our customers as far as pricing and we try to offer a competitive price for all of our services and products. We do not advertise to be the lowest priced facility to have your car repaired but we do profess that we will be the best and offer the best warranty in the area. Our basic warranty is 3 years or 36000 mile warranty. We offer a limited lifetime warranty on brake pads, shoes, calipers and master cylinders as well as all belts, hoses, shocks and struts. This would account for our prices being a bit higher than most of our competition. However, the prices that were quoted for the master cylinder and the engine mount were excessive. I have talked to the gentleman involved and discussed our pricing policies with them. They are both fairly new hires to Hogan & Sons Inc., they were using the pricing policies from their previous employer, [redacted].
 
The technician made recommendations for repairing the car based on the needs to properly repair the brake system. The car came in with a very soft brake pedal and was requested by the customer to diagnose the brake issue in order to properly diagnose the brake system we need to pull all four wheels and look at the complete brake system, that is why the wheels were off of the car. We found the front pads to be low and the front calipers were recommended as well. With the pedal as soft as it was the recommendation was made to replace the master cylinder, usually when the pedal is soft it indicates that the valves internally are bypassing which is s failure in the operation of the master cylinder. When the master cylinder is replaced it is required to bleed the hydraulic system. The upper motor mount was found to be broken at the time of inspection, this was not related to nor recommended because of any brake issue.
 
I appreciate [redacted] taking the time to write this letter and bring to my attention any issues that may be occurring in our shops so we can address them immediately.
 
Thank you for your time
 
[redacted] Hogan

Concerning [redacted] 2008 [redacted]-mileage 96091: reference number [redacted] 
While there has been extensive work done to correct failures in the emission
control systems on this...

vehicle, each repair was for a different problem. The
repairs done were all required. First to pass emission inspection on 7/22/2014
@86740 miles and finally to address a check engine lamp warning 1//20/2015
@96091.  These repairs totaled $1260.36 over 7 months and 9351 miles. Being a 7 year old
vehicle with 96000 commercial use miles, these type of repairs are not unusual.
We do not show history on this vehicle totaling the $4060.00 the customer
mentions in their letter.  Other repairs on this vehicle included brake
service.
While we can certainly understand the customer frustration with this, each time
the vehicle left our shop, the warning lamp was out, and the problem corrected. We
exercised as much warranty coverage as we could to ensure the customer was satisfied with our work. This vehicle was also sent to
the Chevrolet dealer after our last repair was completed to confirm that the repairs
we did were done correctly, and that no other problems existed. This was done
at our expense, and the vehicle was given a “clean bill of health”.
We have had additional dialogue with this customer, and in our discussions, they informed us that the original claim with the Revdex.com has been retracted.
We believe that this issue is resolved! 
If I can be of additional service or if additional information is required do
not hesitate to contact me!
Mike Q[redacted]      
Hogan and Sons Store Manager
South Riding VA
[redacted]

7/13/2016 Hi [redacted] - Thank you for taking the time to provide feedback on your recent visit. In reading your review, I took some time to research your vehicle through the [redacted] Forums. This by no means corrects the issue, but adds clarity to understanding the problem in order to diagnose the issue....

I would like to apologize for your inconvenience, and would ask that you bring the vehicle back to our shop, as would like to remedy the issue for you. Your vehicle, a 2002 [redacted] came to our shop with a 152,496 miles. The protocol that was followed by our ASE technician, is what the dealer would run through to correct the issue. In reading the [redacted] forums, this a common Issue in both the [redacted]'s and **,s as it relates to the Aux Fan Controller. Our team stands by its work, and we would like to correct your issue. Please call Susan H[redacted] at ###-###-####.We would like to further discuss your visit, and most importantly, fix your vehicle. Thank you for bringing .this to our attention. Submitted: 07/13/2016

I brought my 2010 H[redacted] P[redacted] in for a check engine light. G[redacted], the Service Manager, really gave it the thorough pass and felt it was good to hand back to me. Unfortunately, the engine light came back on the very next day. I brought it back to him. He did some more research and really went above and beyond. He discovered the problem and even more, he found that the parts/service were covered under a Special Bulletin Extended Warranty from H[redacted] At first I thought it was strange that he didn't want to do the work himself, but in hindsight, he really cared about me, the customer, and my satisfaction. I made an appt over at A[redacted] N[redacted] H[redacted] in S[redacted], used their shuttle service and was without my car for only a day. I picked it up today, no charge (due to the extended warranty) and I'm a happy camper. I have G[redacted] at Hogan and Sons to thank because he saved me some headache and some dollars.
I really appreciate that extra effort he went through to find that Bulletin and explain to me what was going on. You still have my business, Hogan and Sons, because of G[redacted].

To Whom It May Concern:When [redacted]'s wife dropped off their 2007 [redacted], the vehicle needed the left rear flat tire repaired, When the wheel was placed on the Tire removal machine, the customer was called prior to our proceeding with any service, as the Tire Pressure...

Monitor Sensor (TPMS) was corroded. When we called to advise the TPMS was corroded, we also specified it would need replacement if we were to properly remove and service it during the flat repair.[redacted] then stated he would come down to look at it. When we showed him the sensor, He then asked us to remove the core out of the sensor. We advised him if it broke, he would be required to change it. He gave permission to remove the TPMS core, it subsequently broke.
It is Hogan and sons policy to NEVER install customer parts, as this doesn't permit us to offer the best possible customer service backed by an industry leading 3yr/36k warranty. We never advised [redacted] to purchase his own part for install. The corporate policy is contrary to this perception. Regardless we did not attempt removal of this part without proper information delivered to the customer, and most certainly not without consent to proceed. [redacted] was not charged anything for this service.
Furthermore, we could not install a simple valve stem to “temporarily" fix the tire, as it is illegal to disable the TPMS system that is properly working in a vehicle upon its arrival, We also specified and showed in writing, the law prohibiting us from tampering with or disabling of the TPMS systerm.Please reference: Motor Vehicle Safety Act (49 USC 30122(b))Thank you for your inquiry into this matter,Respectfully,Hogan & Sons Inc

I have been using Hogan & Sons tire and auto to service all of my family's cars for over 20 years. They have always been very professional and the staff is always friendly. They get the job done right and have been honest about the cost of the service!

I experienced an issue with my oil pressure monitor. I was charged $110 for a diagnosis. They said that they couldn't find out what was wrong with the oil pressure, but the water pump was leaking and that the engine was overheating and it would cost $1700 to fix. The guy on the phone actually said, "I don't mean to be insulting, but do you know the difference between the oil pressure & temp gauge?" I did NOT do the service. When I picked up my vehicle, I showed him the pictures that showed the issue with the oil pressure gauge and that the temp gauge didn't move.
I went to another Goodyear shop and they replaced the oil pressure sensor and a couple of minor things for $480. Hogan didn't even find the REAL problem.
I've spent a lot of money at the shop, getting repairs that I now question if they REALLLY needed to be done. I told them to their face that I don't trust them! I'm very upset with Hogan & Sons and want my money back!

Review: I was rudely spoken to by the "boss", who is the manager at the location. The incident took place on July 29th, Monday at 3.30 pm. He is a [redacted] gentleman, age of about 60.

He was very rude in accepting what the co-employee had promised and claimed it didn't matter what I was told because he is the employees boss. It was unnecessary rudeness in explanation. I have purchased $1100 worth of tires and service from them, and this is not the behavior that is acceptable for any paying or inquiring customer.Desired Settlement: Would like the employee reprimanded for his behavior and that to be communicated with an apology letter from the employee. Reprimand action can be in the form of recording such behavior as part of work history and a warning.

Would further recommend training in customer relationship regardless of tenure in the business.

Business

Response:

To: The Revdex.com

Review: I took my [redacted] in for a warranty tire repair. I was told the shradder valve on the TPMS sensor was stuck. I told them I was going to get the replacement part and let them try to remove the valve which shredded. When I got the part the manager told me they will not put in after market parts. This was after his employees and mechanics told me otherwise. I would not have let them try to remove the valve if I knew this before hand.Desired Settlement: I would like a written letter of apology and for the business to reimburse me for the repair cost of fixing this since it did not have to be repair at that moment until after they broke my valve causing the tire not to be able to hold air.

Business

Response:

To Whom It May Concern:When [redacted]'s wife dropped off their 2007 [redacted], the vehicle needed the left rear flat tire repaired, When the wheel was placed on the Tire removal machine, the customer was called prior to our proceeding with any service, as the Tire Pressure Monitor Sensor (TPMS) was corroded. When we called to advise the TPMS was corroded, we also specified it would need replacement if we were to properly remove and service it during the flat repair.[redacted] then stated he would come down to look at it. When we showed him the sensor, He then asked us to remove the core out of the sensor. We advised him if it broke, he would be required to change it. He gave permission to remove the TPMS core, it subsequently broke.It is Hogan and sons policy to NEVER install customer parts, as this doesn't permit us to offer the best possible customer service backed by an industry leading 3yr/36k warranty. We never advised [redacted] to purchase his own part for install. The corporate policy is contrary to this perception. Regardless we did not attempt removal of this part without proper information delivered to the customer, and most certainly not without consent to proceed. [redacted] was not charged anything for this service.Furthermore, we could not install a simple valve stem to “temporarily" fix the tire, as it is illegal to disable the TPMS system that is properly working in a vehicle upon its arrival, We also specified and showed in writing, the law prohibiting us from tampering with or disabling of the TPMS systerm.Please reference: Motor Vehicle Safety Act (49 USC 30122(b))Thank you for your inquiry into this matter,Respectfully,Hogan & Sons Inc

Review: The first time I took my car to Hogan and Sons I just wanted to put on new tires and check the reason for the squeaking in my front wheels. The new tires were put on and suggested that I also purchase new struts. My bill came to $1600.00. After I got the car back anytime I drove over 55mph the whole car would shake. About a week after the new tires were put on the car locked up on the road and smoke was coming out of the car. I called Hogan and Sons and they sent a tow truck to tow the car to the garage. Then they told me I needed new calipers, drums and rotors and various other parts and system adjustments that led to a $1300.00 bill. After this, the car started smelling like gasoline and it was hard to breathe. They did luckily fix this, but it was a problem that they created themselves. After this incidence I could still hear the front wheel squeaking. At this point (after almost $3000 of work) they suggested for me to get rid of my car, a car I only needed new tires for and never had any problems with. I wanted a second opinion on this so I took my car to a dealership of the same make in August. They did a total inspection and suggested a repair for the squeaking in the front tires (a problem that Hogan never saw and a repair I had done by another garage) and assured me that my vehicle didn't need to be traded in but that the work that Hogan and Sons said they did (and charged me for) wasn't done. Recently my car's breaks failed and almost caused my wife to be in an accident with another motorist. I took the car back to Hogan (being they are the ones that said they replaced my brakes) and they said my brake lines were leaking, something that I believe they should've been checked when overhauling my brakes. Then they gave me a work order quote that totaled $635. I am currently waiting for the work to be done.Desired Settlement: The only thing I desire is that my car is fixed at no other expense to me. I want the car to be safe to drive and I want that any further problems with my brakes to be taken care of free of charge within the warranty of 24 months or 24,000 miles. I want my wife and I to feel safe and secure on the road.

Consumer

Response:

Dear Revdex.com

Thank you for your response.I would like to let your good office know that, Hogans & Sons in Leesburg, VA has repaired my vehicle breaks for free.

Thank you in advance.

Leesburg

VA

Cell: ###-###-####

Review: I visited this place on business on 4/22/14. I requested they check the reliability of my car brakes and life left on them. I also requested prices on new tires for the vehicle. I was never informed how long this service would take. about an hour later I inquired the service clerk why was it taking so long I was told they were working on it. I further inquired what do he mean they are working on it?--what exactly are they working on? all I need them to do is to look at the breaks and tell me if It would be beneficial to replace them any time soon. About two (2) hours later, the service manager, named James, came and asked me to walk back with him as he needed to show me my vehicle. upon arriving to the work bay area I noticed they had completely taken apart all my tires off of the vehicle and proceeded to explained that the "culprit" of my break problems was the Master cylinder and that it needed to be replaced immediately. I inquired how much the master cylinder cost and he quoted me $589.62(parts only)in addition $135.24 (complete brake flushing system, which was not requested by me. He also noted that I needed to purchase a new engine mount and quoted me $259.62(parts only) I called the dealer myself to inquire about the prices of these two parts. I was shocked when the dealer quoted me a complete different price significantly lower than what [redacted] told me. The dealer price for the master cylinder is $322.33 and for the mount is $253.85 I called [redacted] upon knowledge of this information and I found him to be rather dishonest with his explanation. I told him I will see him the next day at his place of work. before I went to the shop he called and offered his manager apology and $250.00 "discount" for the master cylinder's price. I went to the shop as I told him and requested a full refund as at this point their dishonest in inflating the price I was initially quoted left me with a sense of discomfort leaving my vehicle with them to work on. Sure enough, I brought my vehicle for revisDesired Settlement: Continuo...for revision to a local shop....come to find out. the vehicle did not need a new Master cylinder. yet Hogan and Son replaced everything on the front brakes charging me a total of $1,240.33 +tax (close to $1,300)I felt taken advantage of practically robbed by this individuals.The resolution I desire is for this people to be investigated and to help other like myself not being taken advantage of by their deceit and lack of ethics in inflating prices and services that are not needed.

Business

Response:

Please accept my apology for the delay in responding to this complaint. Hogan & Sons takes every complaint seriously and wish to have them resolved in a timely fashion.

I have reviewed this complaint and wish to offer my apology for your negative experience on behalf of Hogan & Sons Inc. Since we started in business in 1984 we have always put our customers first. We strive to achieve 100% customer satisfaction. We understand the needs of our customers as far as pricing and we try to offer a competitive price for all of our services and products. We do not advertise to be the lowest priced facility to have your car repaired but we do profess that we will be the best and offer the best warranty in the area. Our basic warranty is 3 years or 36000 mile warranty. We offer a limited lifetime warranty on brake pads, shoes, calipers and master cylinders as well as all belts, hoses, shocks and struts. This would account for our prices being a bit higher than most of our competition. However, the prices that were quoted for the master cylinder and the engine mount were excessive. I have talked to the gentleman involved and discussed our pricing policies with them. They are both fairly new hires to Hogan & Sons Inc., they were using the pricing policies from their previous employer, [redacted].

The technician made recommendations for repairing the car based on the needs to properly repair the brake system. The car came in with a very soft brake pedal and was requested by the customer to diagnose the brake issue in order to properly diagnose the brake system we need to pull all four wheels and look at the complete brake system, that is why the wheels were off of the car. We found the front pads to be low and the front calipers were recommended as well. With the pedal as soft as it was the recommendation was made to replace the master cylinder, usually when the pedal is soft it indicates that the valves internally are bypassing which is s failure in the operation of the master cylinder. When the master cylinder is replaced it is required to bleed the hydraulic system. The upper motor mount was found to be broken at the time of inspection, this was not related to nor recommended because of any brake issue.

I appreciate [redacted] taking the time to write this letter and bring to my attention any issues that may be occurring in our shops so we can address them immediately.

Thank you for your time

[redacted] Hogan

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Norma Lacayo

Dear Mr. [redacted] Hogan, I appreciate your taking the time to respond to my complaint. However, I believe that excuses are being made on behalf of the employees quoting me overly excessive priced parts......which makes me wonder, how many other customers have been taken advantage of and not said or reported anything. Part of an employers responsibility when hiring new employees is to properly train them; specially when these employees are expected to be quoting customers prices on items being sold.Again, thank you for your time. This has been a learning experience.

Review: I have been a loyal customer of Hogan and Sons for close to ten years. I took my [redacted] in and reported the details of a problem I was experiencing, referencing that the issue began after putting the vehicle in 4-wheel drive. They provided me with an initial estimate of $3697 and a later written estimate of $3097.22 pre-tax. They claimed that all four trailing arms needed to be replaced/were broken, the bushings required replacement, and that they would have to install, rebuild, and flush the differential. I refused the service, but paid $120 for the diagnosis.

I took the vehicle to a second mechanic who discovered that none of the repairs Hogan and Sons listed on the estimate were required. These parts were not broken, the differential (both of them) were fine, and that in fact the only problem with the vehicle was that it was jammed in 4-wheel drive. He made the repairs, and the vehicle is fine.

I contacted Hogan and Sons on 3/25/14 at approximately 6pm to complain about the fraudulent estimate and demand that the diagnosis fee be refunded to me. I was told that a manager will call me tomorrow.

Even if I receive the refund, a fraudulent repair estimate and the potential collection of close to $4000.00 for those repairs constitutes fraud, in my opinion. I hate to think how many other times I paid for unneeded services in the past.Desired Settlement: I want the diagnosis fee refunded to my account and I want a permanent record of this transaction attached to their record to warn other potential customers.

Business

Response:

4/24/2014

Hogan

& Sons Inc.

Revdex.com

attn [redacted]

Re:

case # [redacted]

Dear Sir,

I

just received your e-mail in regards to [redacted] regarding her

refund; we would like to provide you with some details as to what transpired

when she came into our location in Sterling with her [redacted].

[redacted] came in on Saturday March 22, 2014(invoice# s[redacted]) and

dropped off her vehicle to be diagnosed, we obtained the information to the

issue she was having as it was presented to us by her. She had stated that

“there is a shaking sensation/noise when turning”. Upon completing her initial

work orders we test drove the vehicle and were able to replicate the issue,

based on experience and having limited information from [redacted] we checked

the front end suspension of the vehicle and found many of the stabilizing

suspension components on her vehicle had dry rotted and cracked bushing. Based

on our findings we presented her with an estimate for the repairs, during the

whole time frame there was no mention of the fact that the problem occurred

after she had put the vehicle into four wheel drive so that we may better

diagnose it. [redacted] picked up the vehicle and took it to the dealer and was

told that her four wheel drive was stuck and needed to be adjusted, which we do

understand but with limited information as I mentioned above makes it difficult

to have a starting point. Once she had the vehicle repaired at the dealer she

call me, [redacted], and explained what had taken place at which point I did

my due diligence and asked all parties involved as to what had taken place.

Once I had gathered the information I needed I told her that I/We were sorry

for the misdiagnosis and would be more than happy to refund the diagnostic

charge to her. I continued to explain that the miscommunication and limited

information when the vehicle was dropped off

led us to believe that it was a front end suspension issue. I did my

level best to help her understand what transpired and to be as apologetic as I

could possibly be. [redacted] came back in on Wednesday March 26th

2014 for the refund (invoice#[redacted]) of the diagnostic charge at which point I

once again apologized to her for the misdiagnosis and miscommunication. I will

be more than happy to provide any supporting documentation in regards to this

issue.

Sincerely,

*. [redacted]

Store

Manager

Hogan

and Sons Inc.

Sterling

Virginia 20164

###-###-####

In

addition, [redacted] Hogan District Manager, has tried to contact [redacted] 2

times 12:20 4/23/2014 and 10:05 AM 4/24/2014 with no return call. I would like

to take a look at the vehicle and identify what was recommended, if in fact

there is a problem with the bushings or not.

District

Manager

Hogan

& Sons Inc. ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The response is based upon yet more lies. 1. I have not received two calls from the district manager. 2. I specifically DID tell the mechanic when I dropped it off that the problem first began after driving the vehicle in 4-wheel drive in the most recent snowstorm, and I brought this point up a SECOND TIME on the phone to another mechanic when he called with the initial estimate. Additionally, I told that mechanic on the phone during the estimate call that I didn't understand how $4,000 worth of work could be necessary when I'd just driven the vehicle the weekend prior with no issues.

I brought my 2010 H[redacted] P[redacted] in for a check engine light. G[redacted], the Service Manager, really gave it the thorough pass and felt it was good to hand back to me. Unfortunately, the engine light came back on the very next day. I brought it back to him. He did some more research and really went above and beyond. He discovered the problem and even more, he found that the parts/service were covered under a Special Bulletin Extended Warranty from H[redacted] At first I thought it was strange that he didn't want to do the work himself, but in hindsight, he really cared about me, the customer, and my satisfaction. I made an appt over at A[redacted] N[redacted] H[redacted] in S[redacted], used their shuttle service and was without my car for only a day. I picked it up today, no charge (due to the extended warranty) and I'm a happy camper. I have G[redacted] at Hogan and Sons to thank because he saved me some headache and some dollars.
I really appreciate that extra effort he went through to find that Bulletin and explain to me what was going on. You still have my business, Hogan and Sons, because of G[redacted].