M & T Universal-Tech

October 7, On September 22, 2014, *** *** had dropped her vehicle off for a Pa State Inspection, *** *** was one of cars dropped off for service for that dayThe Inspection and Emissions were performed on *** ***’s vehicleWhen it came in, there
were Several noises detected with her vehicleWhen she was called to address items needed for inspection and all additional recommendations, the customer made it clear she only wanted to do the required repairs to pass the State inspection and EmissionsShe did not want to spend anymore money then she had to.Work authorized for *** ***'s vehicle were the shocks, oil change, *** point inspection, State Inspection and Emissions, and tiresAfter the work was completed, *** *** was called to let her know her vehicle was finishedShe came in to pick up her vehicle shortly after 4pm that same dayShortly after picking up her vehicle, the customer called up and stated that she heard some loud metal on metal noisesWe told her to bring her car back as soon as she couldThe customer came back to our shop where we took her vehicle in immediately.*** *** was told that the manufacturer does not always send the correct fittings with the shocksWe replaced the fittings and made sure the shocks were securedAt this point, *** *** had become slightly rude and agitatedShe made accusations that our technician was very young and inexperiencedShe demanded that he no longer work on her vehicleUnfortuantely, *** ***'s accusations were incorrectOur technician has been with us for over 2% yearsBefore he came to us, he had been working in the automotive repair field for over yearsHowever, we accommodated *** ***'s request.it is common for our technicians to call over another technician or two to verify there is no noise, dragging, etcOne technician will be under the car while the other one is on topIn this case, they were actually performing a shake-down to verify the shocks were safeThe next day *** *** returned complaining that there was still a noiseShe demanded that we must do something about itWe did not question the customer, but instead we gladly took the car back in to verify what *** *** was complaining aboutIn *** ***'s complaint, she mentioned being treated rudely and disrespectfully; however, at no point did M&T Universal-Tech mistreat *** ***Each time we took her car in and thoroughly Checked it overSince *** *** demanded another technician look at her car, we pulled another technician from what he was doing to address her vehicle, Upon further examination, it was determined that the noise was not the shocksIt was related to one of the original noises it had come in with that the customer did not want to originally address during the time of the inspection.*** *** again demanded that we need to find this noiseSo in order to try and keep the customer happy, we spent time trying to determine what the additional noises wereWhile going over the car, and the area we originally did repairs for, it was discovered that *** *** had custom speakers put inThe speakers had never been securedThey were just laying in there with two small tabs bent overWhen this was brought up the *** ***, she became agitatedWe let her know that we took the time to properly secure the speakers at no charge to herShe let us know she did not ask to have this done; however, when she had brought the car in, she demanded that the noise be resolvedIn *** ***'s complaint, she noted that she had told us about the speakersUnfortunately, this is not trueWe were the ones to bring it up to herWe offered *** *** the option to take a drive with the technician or take her carShe had decided to take a ride with the technician to see if the noise she was referring to was resolvedOnce back from the test drive, she said there was still a noiseAt this point, it had been agreed upon that the noise she was referring to since this morning was different from the noise of the shocks*** *** knew the noise was different but still insisted on having it addressed even though she never wanted it addressed originallyOnce again, we took *** ***'s car in at no charge to herWe were performing additional services even though we did not have toM&T Universal-Tech continued to try to resolve the situation and keep the customer happy,During this time, *** *** approached the front counterShe expressed the fact that she required a refundShe wanted a refund for her timeAt the front counter was the director of operations who was not familiar with MsReichabach's situationSo, she had *** *** explain the current situationThe director of operations went out to talk to everyone involved to find out where thesituation stood.It was explained to *** *** that she would not be receiving any additional refundsShe had already received a discount of $In addition, we had continued to bring her vehicle in and resolve the noise issues at no additional cost to her*** *** had admitted that the noise she was referring to was different than the original shock noise.*** *** then started to create a scene in our shopShe demanded that she talk to everyone involved with her situationShe wanted to speak with Moe first, who was speaking with a customer in the showroom at this timeShe became agitated when he did not come over instantly, *** *** then accused him of ignoring herMoe had to stop what he was doing with his customer to come over to appease *** ***, Once *** *** was done talking with Moe, she continued to make a scene in our showroom in front of two customersAfter Moe, she demanded to speak to Matteo and the technicians involved with her vehicle,*** *** still demanded a refund specifically for her timeAfter reiterating to *** *** that she would not receive a refund due to the fact that the noise was unrelated to the work that was performed, she became even more irritatedShe was asked to leave the shop at this point; however, she demanded to speak to another ownerShe said she will complain to every resource she can if she did mot get a refundOnce she demanded an owner, Tony became involvedTony tried very hard to be civil with herHe explained to her how we continually tried to resolve her situationIt was also explained that we addressed her additional noises at no cost to her, *** *** still demanded that she be paid for her time because she charges her clients for her timeTony explained to her the additional time she was here was based on the fact that she demanded us to look at the additional unrelated noises which *** *** even admitted toShe even states in her complaint that she knew the noises were differentDuring the conversation between *** *** and Tony, he asked her why she felt she needed to charge for her timeHe did not call her names, he did not talk down to her, nor did he go over definitions of words like *** *** claims in her complaint.*** *** still refused to leave the store, and she still continued to make a sceneNo matter what attempts we made to resolve this, it was clear that *** *** would not be happyOnce she realized M&T Universal-Tech was not going to refund her any further, she became upsetTony told her that this is going nowhereShe is getting upset, and he does not want anyone to be upsetHe issued her a check for $50, so that she could scave the premises with no further incidents.
*** *** was in such a hurry that the check was not properly filled outTony had called *** *** to let her now he did not fill it out properlyHe asked for her to come back, so she would have no issues at the bank when trying to cash itApparently, *** *** had already taken the liberty to fill the check out on her own*** *** did reluctantly agree to come backAli Tony needed to do was verify there was enough info on the check for her to be able to cash it*** *** informed M&T Universal-Tech that she already deposited the check through her cell phoneGoing forward, M&T Universal-Tech will not refund any additional funds to *** ***She received $off of the original bill, a refund of $50, and additional services at no costThe repair of the shocks had been completed and working fine in agreement with *** *** as she states in her complaint, M&T Universal-Tech has generously accommodated *** *** as much as possibleM&T Universal-Tech is a *** certified shopFor the second year in a row, M&T Universal-Tech has been in the top contenders for *** Top ShopLess than 20% of the *** certified shops in Lancaster County even made it as a contender for Top ShopM&T Universal-Tech has received over a 98% Customer Satisfaction rating for two years in a rowIn addition, M&T Universal-Tech has been voted *** County's Favorite Place for Automotive Repair two years in a rowThe Reader's Choice Awards are held and conducted by the *** Newspaper and voted on by its readersM&T Universal-tech takes their customers very seriouslyWe go above and beyond to help keep Customer satisfaction, We take it personally when a customer has had an unpleasant experience with usIt is disappointing to see *** *** could find no resolveIt is also disappointing that *** *** would have such negative and inaccurate complaints in regards to our businessWe wish the best for *** *** in the future,

I went to m&t for am inspection w/ a couple for other services at a cheap price..I asked before receiving these services "what do they involve"..specificly a fluid check to where I was told by an employee that they top it off..otherwise known as filling them..so I said ok ill get that..when my vehicle was finished I noticedy fluids were not filled or touched..I explained to the owner Tony..that was told to me by his employee that I would recieve this service..he said no..that is an extra $10..the employee admitted to Tony of telling me this..to where now I feel they should of honored that since that was what I was told..Tony said he is not honoring it and is not covering $10 service to take care of his customer..from there I had my keys in my hand from picking them up off the counter and Tony tried to [redacted] them out of my hand..I was still holdim them as I said"let go..they are not yours" and he proceeded to pull my keys out of my hand..I told him this is poor customer service and should treat people that way...especially over $10 services..his actions were disrespectful and aggressive and out of control.

I went to m&t for am inspection w/ a couple for other services at a cheap price..I asked before receiving these services "what do they involve"..specificly a fluid check to where I was told by an employee that they top it off..otherwise known as filling them..so I said ok ill get that..when my vehicle was finished I noticedy fluids were not filled or touched..I explained to the owner Tony..that was told to me by his employee that I would recieve this service..he said no..that is an extra $10..the employee admitted to Tony of telling me this..to where now I feel they should of honored that since that was what I was told..Tony said he is not honoring it and is not covering $10 service to take care of his customer..from there I had my keys in my hand from picking them up off the counter and Tony tried to [redacted] them out of my hand..I was still holdim them as I said"let go..they are not yours" and he proceeded to pull my keys out of my hand..I told him this is poor customer service and should treat people that way...especially over $10 services..his actions were disrespectful and aggressive and out of control.

Review: On 9/22/14, I dropped off my car at 8 am with the business for a scheduled inspection/emissions test, oil change and 27 point check (as indicated on the coupon I provided - cost was $49.95). I received a call from the company that morning stating that my car passed emissions, but failed the inspection because my two front tires were under the tred threshold and one of shocks was "blown." Matteo, the shop supervisor, explained that in addition to the one shock, I should change the other one to prevent "leaning" of my car. I asked the price of the work and was told the tires would cost about $150 and the parts and labor for shocks would be about $350. I agreed to the work.

I arrived to pick up my car at approximately 415 pm that day, paid for the services with my credit card and left the facility. As soon as I drove my car off of the lot, I heard a very loud, metal on metal banging noise coming from the driver's side rear. I immeditately called and spoke with Mou, one of the owners, who said to bring it back. I expressed concern over safety, and he said, "Yes, absolutely. Bring it back." I drive less than 2 miles to pick up my daugter from day care, and brougt the car right back. The car was brought into the shop and about 10 minutes later, I was advised by Mou that sometimes "when manufacturers send the shocks, they don't send the nuts. So we have an assortment of nuts, and sometimes the shocks just need to be tightend up." My daughter and I waited almost an hour for the "shocks to be tightened," all the while I was noticing the young (and assumingly inexperienced tech) was asking other techs for help and seemed to have trouble with getting my car fixed. I finally received my car back at approimately 540 pm.

I drove it across the street to Wendy's to have dinner with my daughter. We left at approximately 630 pm, and as I drove my car down Harrisburg Pike towards Route 30, I not only heard the same sound coming from the left side, but it was now coming from the passenger rear as well. I called M & T, but they were closed.

At 8 am on 9/23/14, I arrived, with my step-father, to advise Mou that my car was making the same loud noises as it had been before, now on both sides, and I demanded that it be fixed. I expressed concern about the number of times I had to bring my car back, and requested a refund of some of my $550 that I was charged for the services. He said, “We will see what we can do, Kim.” I also requested that the same tech who worked on my car the previous day not work on my car today because I questioned his experience and ability. Mou rolled his eyes at my request.

At approximately 10 am on 9/23/14, I received a message from Matteo that my car was “fixed” and that I could come and take a drive with a tech or “just take it.” I arrived at the facility at about 1210 pm and requested to drive with a tech. The tech and I drove for about ten minutes, and although the same sounds were not present, both he and I identified a “hallow” sound from the passenger rear of the vehicle. He advised me that he heard the noises from the shocks that morning, and that he “tightened them as much as he could.” I told him that the noise that we were now hearing was, indeed, not the same noises from before, but it did not exist when I originally dropped off my car on 9/22/14. He said, “well then we need to fix it.” During our drive, I also advised him that I had installed custom speakers a few months ago and perhaps that was the new sound. I asked him if the speakers had to be removed in order to access the shocks, and he said no, but the panel above the speakers had been. He said perhaps in doing that the speaker was knocked out of place. We drove back to the facility, he told me that he would take a look, find out what was going on and fix it. I told him I was going to walk down the street and pick up some lunch and would be right back. As I was ready to enter the restaurant down the street, the tech drove up into the parking lot in my car and indicated that he found a loose speaker in the left rear trunk area. He showed me, from the trunk, how the speaker was able to be pushed up and said he would fix it. I told him I would be back within ten minutes.

I arrived back at M&T at about 1230 pm. At approximately, 1245, I was told by the female working at the front desk that the tech was "test driving" my car. I waited about another 15 minutes. Mou was sitting in the lobby area talking to another woman, and I asked the female worker to discuss with me getting a refund of monies due to the number and amount of time that I had spent at the facility on the afternoon of 9/22 and having to bring it back again on 9/23. She advised that she was not aware of the situation, so I explained everything to her. She went into the shop and assumingly discussed with Matteo, and the techs, and came back into the office area and advised me that because the nature of the noise was not related to shocks, they would not be refunding me any money. I reiterated to her that the noises preceding my return on the afternoon of 9/22 and the morning of 9/23 WERE related to the shocks, as admitted by Mou and several techs. She was adamant that this was not the case, and I asked her to get Mou involved in the discussion. Mou admitted that the noises related to my return on 9/22 were because the shocks needed to be “tightened” and they would check on the status of my car. I waited until almost 120 pm, when Matteo came into the lobby area and told me that there was still a noise in left rear of my car, but it was not related to the shocks and that my car was safe to drive. I again requested from the female worker a refund of some of money, and she denied my request stating that the noises had nothing to do with my shocks. I requested to speak with the owner, Tony, to which she said that "he is going to tell you the same thing."

Tony came into the lobby and I again explained the situation to him and requested a small refund, considering that I had now spent over two hours waiting in his lobby for a service that should have been taken care of when they had my car for 8 hours on 9/22/14. He denied that any of the noises were from the shocks and stated that my car has “multiple plastic and speaker issues” and asked “You want me to pay YOU when we went above and beyond to get this issue fixed for you?” I affirmed his statement and indicated that I charge my clients $50 per hour, and that I should be reimbursed for 2 hours of time. He pulled out the bill and began to discuss the price of the parts. I told him I was not disputing the price of the parts, only the 2 hours of labor at $87/hour that I was being charged, since they didn’t do the job in the time that they should have. Tony became frustrated stating that I would not let him talk, and in fact, almost walked away from me two times. I told him that what he was saying to me was “erroneous” and his response was, “do you even know what erroneous means?” I said “yes, it means incorrect” and he laughed. I told Tony that his own techs and his business partner, Mou, admitted that the original noises were from the shocks, and at this point, I was disputing the sounds that still existed. He told me that wasn’t true, so I requested that he bring in his techs and Mou. He went into the shop and brought back the original tech from 9/22. I told him that wasn’t the tech who worked on my car today and admitted that the sounds from that morning were from the shocks. I told Tony that there was no way that the tech drove my car after the original installation to check for quality service because as soon as I drove it off of his property, I heard the loud banging noises. He said, “I can’t tell you if he did or not.” He also told me that he drove the car, had two other techs look at it, and the current noise was not related to the shocks. He said that they had taken the shocks apart twice, put them back on and they are properly installed. I reiterated that this was something that should have been taken care of during the initial 8 hours that they had my car and having to come back two times was shotty service. He went into the garage again and came back, yelling, “the tech said he would pay you.” He pulled out his checkbook from a file cabinet, scribbled his signature and the amount of $50 in the box, and placed the check on the counter. He said, “you are upset and I can’t have you here. Do you need anything else?” I replied, “No. Thank you” and left the facility.

I got in my car, tearful, feeling disrespected, disregarded and degraded and drove back to work. The entire time, I heard the noise from the passenger rear, which did not exist before I paid for services from M & T.

About an hour later, I received a voice mail from Tony stating that he didn’t completely fill out the check and he requested me to bring it back. He further stated that if I didn’t, he would void the check. I called him back and advised that I had filled it out for the proper amount and already deposited it on my mobile app. He asked me to still bring it in and said that “anyone in here can initial it.”

At approximately 415 pm, I arrived in the parking lot of M & T. I got out of my car and as I was walking towards the office door, Tony walked up to me saying, “I don’t need you to come in there. I just want to look at the check.” He looked at it, handed it back to me and said thanks. I left the facility.

My car is still making the noise in the passenger rear. This noise was not present before I contracted for services with M & T. There are several issues in this complaint. The first is sub-standard installation of my shocks. How is it not an SOP for a car repair shop to drive a car after installation of two new shocks to ensure that they are “not slipping” (as was indicated to me on 9/23)? If the car would have had a test drive, this could have been avoided as the banging noises were unavoidable.

The second issue is that my car now has a noise that did not exist when I dropped it off at M & T.

The third issue is the deragtory and disrespectful treatment that I endured from Mou and Tony. Mou’s non-verbal behaviors, rolling of his eyes and avoidance of my concerns, were not good customer service. It is not a coincidence to me that when my step-father was with me on the morning of 9/23, I did not receive this sub-par treatment. The other owner, Tony, was downright [redacted]. He asked me what I did for a living, and I told him it was not relevant. He questioned my intelligence when I used a word to describe his behavior, and he tried to intimidate me when I would not back down about my concerns and requests.Desired Settlement: Because I will need to have another car repair shop investigate the nature of the noises that were caused by M & T universal tech, I would like to be reimbursed for the total amount of the labor to install the shocks, which was $174 (minues the $50 I have already received.

Business

Response:

October 7, 2014On September 22, 2014, [redacted] had dropped her vehicle off for a Pa State Inspection, [redacted] was one of 22 cars dropped off for service for that day. The Inspection and Emissions were performed on [redacted]’s vehicle.When it came in, there were Several noises detected with her vehicle. When she was called to address items needed for inspection and all additional recommendations, the customer made it clear she only wanted to do the required repairs to pass the State inspection and Emissions. She did not want to spend anymore money then she had to.Work authorized for [redacted]'s vehicle were the shocks, oil change, [redacted] 27 point inspection, State Inspection and Emissions, and 2 tires.After the work was completed, [redacted] was called to let her know her vehicle was finished. She came in to pick up her vehicle shortly after 4pm that same day.Shortly after picking up her vehicle, the customer called up and stated that she heard some loud metal on metal noises. We told her to bring her car back as soon as she could. The customer came back to our shop where we took her vehicle in immediately.[redacted] was told that the manufacturer does not always send the correct fittings with the shocks. We replaced the fittings and made sure the shocks were secured.At this point, [redacted] had become slightly rude and agitated. She made accusations that our technician was very young and inexperienced. She demanded that he no longer work on her vehicle.Unfortuantely, [redacted]'s accusations were incorrect. Our technician has been with us for over 2% years. Before he came to us, he had been working in the automotive repair field for over 5 years. However, we accommodated [redacted]'s request.it is common for our technicians to call over another technician or two to verify there is no noise, dragging, etc. One technician will be under the car while the other one is on top. In this case, they were actually performing a shake-down to verify the shocks were safe.The next day [redacted] returned complaining that there was still a noise. She demanded that we must do something about it. We did not question the customer, but instead we gladly took the car back in to verify what [redacted] was complaining about.In [redacted]'s complaint, she mentioned being treated rudely and disrespectfully; however, at no point did M&T Universal-Tech mistreat [redacted]. Each time we took her car in and thoroughly Checked it over.Since [redacted] demanded another technician look at her car, we pulled another technician from what he was doing to address her vehicle, Upon further examination, it was determined that the noise was not the shocks. It was related to one of the original noises it had come in with that the customer did not want to originally address during the time of the inspection.[redacted] again demanded that we need to find this noise. So in order to try and keep the customer happy, we spent time trying to determine what the additional noises were.While going over the car, and the area we originally did repairs for, it was discovered that [redacted] had custom speakers put in. The speakers had never been secured. They were just laying in there with two small tabs bent over. When this was brought up the [redacted], she became agitated. We let her know that we took the time to properly secure the speakers at no charge to her. She let us know she did not ask to have this done; however, when she had brought the car in, she demanded that the noise be resolved. In [redacted]'s complaint, she noted that she had told us about the speakers. Unfortunately, this is not true. We were the ones to bring it up to her.We offered [redacted] the option to take a drive with the technician or take her car. She had decided to take a ride with the technician to see if the noise she was referring to was resolved.Once back from the test drive, she said there was still a noise. At this point, it had been agreed upon that the noise she was referring to since this morning was different from the noise of the shocks. [redacted] knew the noise was different but still insisted on having it addressed even though she never wanted it addressed originally.Once again, we took [redacted]'s car in at no charge to her. We were performing additional services even though we did not have to. M&T Universal-Tech continued to try to resolve the situation and keep the customer happy,During this time, [redacted] approached the front counter. She expressed the fact that she required a refund. She wanted a refund for her time. At the front counter was the director of operations who was not familiar with Ms. Reichabach's situation. So, she had [redacted] explain the current situation. The director of operations went out to talk to everyone involved to find out where thesituation stood.It was explained to [redacted] that she would not be receiving any additional refunds. She had already received a discount of $35.96. In addition, we had continued to bring her vehicle in and resolve the noise issues at no additional cost to her. [redacted] had admitted that the noise she was referring to was different than the original shock noise.[redacted] then started to create a scene in our shop. She demanded that she talk to everyone involved with her situation. She wanted to speak with Moe first, who was speaking with a customer in the showroom at this time. She became agitated when he did not come over instantly, [redacted] then accused him of ignoring her. Moe had to stop what he was doing with his customer to come over to appease [redacted], Once [redacted] was done talking with Moe, she continued to make a scene in our showroom in front of two customers. After Moe, she demanded to speak to Matteo and the technicians involved with her vehicle,[redacted] still demanded a refund specifically for her time. After reiterating to [redacted] that she would not receive a refund due to the fact that the noise was unrelated to the work that was performed, she became even more irritated. She was asked to leave the shop at this point; however, she demanded to speak to another owner. She said she will complain to every resource she can if she did mot get a refund.Once she demanded an owner, Tony became involved. Tony tried very hard to be civil with her. He explained to her how we continually tried to resolve her situation. It was also explained that we addressed her additional noises at no cost to her, [redacted] still demanded that she be paid for her time because she charges her clients for her time. Tony explained to her the additional time she was here was based on the fact that she demanded us to look at the additional unrelated noises which [redacted] even admitted to. She even states in her complaint that she knew the noises were different.During the conversation between [redacted] and Tony, he asked her why she felt she needed to charge for her time. He did not call her names, he did not talk down to her, nor did he go over definitions of words like [redacted] claims in her complaint.[redacted] still refused to leave the store, and she still continued to make a scene. No matter what attempts we made to resolve this, it was clear that [redacted] would not be happy. Once she realized M&T Universal-Tech was not going to refund her any further, she became upset.Tony told her that this is going nowhere. She is getting upset, and he does not want anyone to be upset. He issued her a check for $50, so that she could scave the premises with no further incidents. [redacted] was in such a hurry that the check was not properly filled out. Tony had called [redacted] to let her now he did not fill it out properly. He asked for her to come back, so she would have no issues at the bank when trying to cash it. Apparently, [redacted] had already taken the liberty to fill the check out on her own. [redacted] did reluctantly agree to come back. Ali Tony needed to do was verify there was enough info on the check for her to be able to cash it. [redacted] informed M&T Universal-Tech that she already deposited the check through her cell phone.Going forward, M&T Universal-Tech will not refund any additional funds to [redacted]. She received $35.96 off of the original bill, a refund of $50, and additional services at no cost. The repair of the shocks had been completed and working fine in agreement with [redacted] as she states in her complaint, M&T Universal-Tech has generously accommodated [redacted] as much as possible.M&T Universal-Tech is a [redacted] certified shop. For the second year in a row, M&T Universal-Tech has been in the top 10 contenders for [redacted] Top Shop. Less than 20% of the [redacted] certified shops in Lancaster County even made it as a contender for Top Shop. M&T Universal-Tech has received over a 98% Customer Satisfaction rating for two years in a row.In addition, M&T Universal-Tech has been voted [redacted] County's Favorite Place for Automotive Repair two years in a row. The Reader's Choice Awards are held and conducted by the [redacted] Newspaper and voted on by its readers.M&T Universal-tech takes their customers very seriously. We go above and beyond to help keep Customer satisfaction, We take it personally when a customer has had an unpleasant experience with us.It is disappointing to see [redacted] could find no resolve. It is also disappointing that [redacted] would have such negative and inaccurate complaints in regards to our business. We wish the best for [redacted] in the future,