Mac's Service Center, Inc.

7-17-
*** ***
*** *** my first ever Revdex.com complaint is purely a set up for a mere $inspection in which I am cutting a check #*** for $as we speak and gladly mailing it to her as a refund*** *** car failed Virginia State Inspection for
items and clearly noted on her copy of the repair order attached as a pdf fileNumber Indicated the tail lights were not working and when we checked to see if it was a bulb or a wiring issue in doing so we found someone had installed the incorrect bulbsPart # bulbs had been installed where part #were neededWe replaced the bulbs at no charge to her just to verify the wiring and sockets were still in proper working order*** *** presenting her car for another Virginia State Inspection and not giving a copy of the rejected items compounded the problemThe State Inspection Rejection Sticker required by law when a vehicle presented for VAState Inspections fails does not have the room to write down why it failedThe sticker only has a few categories to have many items fall underHer receipt clearly noted why it failedMost of the problem area was in the rear of the carThe rejection sticker category for suspension would have drawn the inspector to the front ball joints or coil springs in which it did not fail forIf *** *** would like to have a Virginia State Trooper reinspect the vehicle for verification the items missed by *** *** would be quickly uncovered and repairs would be required to properly pass the V.S.I.
The estimate she was given was for other items not limited to the State Inspection*** *** vehicle is years of age and has over 160,miles on it presently and the repairs needed are very common for the mileage*** *** did not reach out to myself prior to filing her complaint or I would have gladly addressed her concernsMac's Service Center has a stellar reputation and it is a shame that it is tarnished by someone who feels that she should not of been charged the $(which now has been refunded) because her car fails inspectionI can only hope those components do not fail altogether while driving at highway speeds.
Please contact me *** *** *** to confirm receipt of my responseI currently am in my other office @ ***I left a voicemail for you earlier while you were at lunch.
Thanks,
*** ***
*** *** *** ***
***

On 6/20/the vehicle was dropped off and the customer was put in a loaner vehicle at *no charge* The next day, 6/21/16, our shop diagnosed the vehicle as reading the air volume being incorrect and needed to install a mass air flow sensor for testingJim called customer to get permission
for testingShe authorized the necessary diagnostic processJim called her back after the part was installed and verified there was no other concerns and that would fix the problemJim gave her a price for the replacement of the part neededShe said she would have to talk to her spouse because they didn’t have the money for a few weeksJim on behalf of "Mac's offered to extend payment by offering a payment contract delaying the bill for a few weeks to keep from causing more damage to the vehicle instead of driving it around brokenShe said she would have to call him backJim did not get a phone call back.The next day, 6/22/16, Jetta came up to get the vehicle and she got angry that the part was on the vehicle (Charles was a witness to conversation)Jim offered to extend payment terms for the bill with a loan contract or we could take the part back off which there would be *no charge Jetta wanted to leave it on the vehicle but not pay for it, she also would not sign a contract to agree to pay for repairsJim told her he was not allowed to let a vehicle leave without a written form of promissory note of paymentShe again refused to review and sign the contractShe then stepped outside for 5-to discuss something on the phone and came back in and said take the part off which we did promptly and gave her the vehicle back washed and vacuumed * free of any charges*. Our shop services over 5,cars annually every year and therefore I can say we are very good at communicating with our customersWe pride ourselves on not having this type of problem however if a problem were to arise we will correct any mistake we have made, backed up by our warranty on repairs of years or 36,miles whichever comes firstThis customer did reach out to me indicating there was a communication error in a previous transactionI made several attempts before I was successful in contacting her, I was diligent and finally was able to contact herOur generosity resulted in a $dollar credit towards future repairsWe have never had communication issues with this customer until there became more than one point of contactTheir account was flagged to be extra cautious and make sure all communications were very clear and precise prior to this last visitThe facts are we have performed yet another free service on this couples vehicle due to poor communication, at some point the customer may have to accept some responsibility for the communication failuresI have left a message for Jetta around 12: and have not heard back as of yetSincerely, Mac M***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I had the chance to review Mac's response and my reply is listed below:When the vehicle was given to Jim, he was was only authorized to diagnose the problemWhen Jim called my wife, she told him that.My wife was out of town, but sent me a text message to let me know that Jim informed her that the diagnosis was complete on the vehicle and that I could make contact with the shop to retrieve the car.I called the shop and spoke with JimHe gave me the details on the diagnosis and I told him I'd be there to pick up the car that dayI told him that I'd look into getting the mass air flow sensor corrected in the future.When I got to the shop, Jim was not thereI ended speaking with CharlesCharles asked if he could keep the vehicle for an extra day because he wanted to return it cleanThe auto center provided us with a loner vehicle which I felt was good enough to get me through the next day, so I agreed.When I came into the shop the next day, Jim mentioned a contractIt was the first I heard him speak of a contractI started to question him. When I questioned him, I began to learn for the first time that work was done on the car without authorizationI was surprisedSurprised that work was done on the car again without authorization and upset that Jim never mentioned it when he spoke to me or to my wife and that he lied to us both as I conferenced her in on speaker phone to ask him about itWhile standing at the counter in his presence, he said that he informed us over the phone that he did work on the car - when we both know that is not the truthI disputed this claim with Jim with my wife on the call and he offered to undo the workHe was unapologetic and callous with his rhetoricThis made things worse from a consumer/customer perspective.I took my wife off speaker phone and stepped outside for minutes to finish the phone callI asked her what did she want to doDid she want to make an executive decision to pay, yet again, for unauthorized work on the car that we entrusted to a business, who we we thought was reputable and honestShe said yes (reluctantly) and I went inside and told Jim we could move forwardWhen Jim gave me the contract and I began to read it, I did not agree with the language and terms and the more I gave thought about the fact that this was happening for the 2nd consecutive time and with the exact same guy, I was beyond insultedI did an override of my wife's executive decision and told him to give me my car back, to undo the work, and I informed him that I would never do business there again and that I would be submitting a complaint to the Revdex.com and to Consumer AffairsWe have never had a problem with paying for service we requestedTo say so is completely falseWe previously paid for work that we did not request, but to do so again, is an enabler to the offender and at some point it had to stop.Charles walked through the shop going back to the mechanic area with the door closing behind him, but he was never in the shop for any length of time during my conversation with JimCharles is passive and will have nothing to do with confrontationHe always defers.When all parties are clear in their message to a mechanic that the vehicle is to be diagnosed only with no repair; you cannot counter that with an argument that the mix up is because there is more than point of contactJim is the issueCharles is passive and Mac has not held his staff accountableThat is the truthIf the customer drops the vehicle off & tells you they are dropping it off for you to find out what's wrong, you find out what's wrong and report it back to the customerIf the customer drops the vehicle off & tell you to please find out what's wrong and fix it, you find out what's wrong and fix itThat has been the case throughout our doing business with Mac's until this incident and the previous incident.My wife has been the sole contact for Mac'sI stepped in seeking resolution for the last incident after the damage had already been doneThe unauthorized work on the car had been performed by Mac's and my wife paid the monies for that unauthorized work (clearly knowing that she authorized a axle brake job and not 4)Charles deferred her to the owner, so my wife kept trying to reach Mac at the shop to speak with him but to no avail did she receive a responseIt wasn't until I stepped in and started to call to seek resolution for the error that Mac replied.Can you imagine walking into a repair shop to pick up your car and what you were quoted over the phone for the work in advance was $400for brakes, but when you get there you find out the bill is $because they did work on all axles when theagreement was for axles? That's exactly what happened with Mac's the first time we had this issueThat $credit was for restitution (money we should have received, since we paid for work that was not authorized to begin with)Plus the credit has never been fully restituted due this occurrence.I've returned from my time away on vacation and yes I received a voice message from MacI have no intention returning his call when he allows this kind of behavior toward a customerAs far as I am concerned, he is a part of the problem tooI want nothing from the man or his staffOthers need to know about the bad and unethical business practices he allows from his establishmentBuyers beware

On 6/20/the vehicle was dropped off and the customer was put in a loaner vehicle at *no charge* The next day, 6/21/16, our shop diagnosed the vehicle as reading the air volume being incorrect and needed to install a mass air flow sensor for testingJim called customer to get
permission for testingShe authorized the necessary diagnostic processJim called her back after the part was installed and verified there was no other concerns and that would fix the problemJim gave her a price for the replacement of the part neededShe said she would have to talk to her spouse because they didn’t have the money for a few weeksJim on behalf of "Mac's offered to extend payment by offering a payment contract delaying the bill for a few weeks to keep from causing more damage to the vehicle instead of driving it around brokenShe said she would have to call him backJim did not get a phone call back.The next day, 6/22/16, Jetta came up to get the vehicle and she got angry that the part was on the vehicle (Charles was a witness to conversation)Jim offered to extend payment terms for the bill with a loan contract or we could take the part back off which there would be *no charge Jetta wanted to leave it on the vehicle but not pay for it, she also would not sign a contract to agree to pay for repairsJim told her he was not allowed to let a vehicle leave without a written form of promissory note of paymentShe again refused to review and sign the contractShe then stepped outside for 5-to discuss something on the phone and came back in and said take the part off which we did promptly and gave her the vehicle back washed and vacuumed * free of any charges*.
Our shop services over 5,cars annually every year and therefore I can say we are very good at communicating with our customersWe pride ourselves on not having this type of problem however if a problem were to arise we will correct any mistake we have made, backed up by our warranty on repairs of years or 36,miles whichever comes firstThis customer did reach out to me indicating there was a communication error in a previous transactionI made several attempts before I was successful in contacting her, I was diligent and finally was able to contact herOur generosity resulted in a $dollar credit towards future repairsWe have never had communication issues with this customer until there became more than one point of contactTheir account was flagged to be extra cautious and make sure all communications were very clear and precise prior to this last visitThe facts are we have performed yet another free service on this couples vehicle due to poor communication, at some point the customer may have to accept some responsibility for the communication failuresI have left a message for Jetta around 12: and have not heard back as of yetSincerely, Mac M***

On 6/20/the vehicle was dropped off and the customer was put in a loaner vehicle at *no charge* The next day, 6/21/16, our shop diagnosed the vehicle as reading the air volume being incorrect and needed to install a mass air flow sensor for testingJim called customer to get permission
for testingShe authorized the necessary diagnostic processJim called her back after the part was installed and verified there was no other concerns and that would fix the problemJim gave her a price for the replacement of the part neededShe said she would have to talk to her spouse because they didn’t have the money for a few weeksJim on behalf of "Mac's offered to extend payment by offering a payment contract delaying the bill for a few weeks to keep from causing more damage to the vehicle instead of driving it around brokenShe said she would have to call him backJim did not get a phone call back.The next day, 6/22/16, *** came up to get the vehicle and she got angry that the part was on the vehicle (Charles was a witness to conversation)Jim offered to extend payment terms for the bill with a loan contract or we could take the part back off which there would be *no charge *** wanted to leave it on the vehicle but not pay for it, she also would not sign a contract to agree to pay for repairsJim told her he was not allowed to let a vehicle leave without a written form of promissory note of paymentShe again refused to review and sign the contractShe then stepped outside for 5-to discuss something on the phone and came back in and said take the part off which we did promptly and gave her the vehicle back washed and vacuumed * free of any charges*. Our shop services over 5,cars annually every year and therefore I can say we are very good at communicating with our customersWe pride ourselves on not having this type of problem however if a problem were to arise we will correct any mistake we have made, backed up by our warranty on repairs of years or 36,miles whichever comes firstThis customer did reach out to me indicating there was a communication error in a previous transactionI made several attempts before I was successful in contacting her, I was diligent and finally was able to contact herOur generosity resulted in a $***dollar credit towards future repairsWe have never had communication issues with this customer until there became more than one point of contactTheir account was flagged to be extra cautious and make sure all communications were very clear and precise prior to this last visitThe facts are we have performed yet another free service on this couples vehicle due to poor communication, at some point the customer may have to accept some responsibility for the communication failuresI have left a message for *** around 12:and have not heard back as of yetSincerely, Mac M***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I had the chance to review Mac's response and my reply is listed below:
When the vehicle was given to Jim, he was was only authorized to diagnose the problemWhen Jim called my wife, she told him thatMy wife was out of town, but sent me a text message to let me know that Jim informed her that the diagnosis was complete on the vehicle and that I could make contact with the shop to retrieve the carI called the shop and spoke with JimHe gave me the details on the diagnosis and I told him I'd be there to pick up the car that dayI told him that I'd look into getting the mass air flow sensor corrected in the futureWhen I got to the shop, Jim was not thereI ended speaking with CharlesCharles asked if he could keep the vehicle for an extra day because he wanted to return it cleanThe auto center provided us with a loner vehicle which I felt was good enough to get me through the next day, so I agreedWhen I came into the shop the next day, Jim mentioned a contractIt was the first I heard him speak of a contractI started to question him. When I questioned him, I began to learn for the first time that work was done on the car without authorizationI was surprisedSurprised that work was done on the car again without authorization and upset that Jim never mentioned it when he spoke to me or to my wife and that he lied to us both as I conferenced her in on speaker phone to ask him about itWhile standing at the counter in his presence, he said that he informed us over the phone that he did work on the car - when we both know that is not the truthI disputed this claim with Jim with my wife on the call and he offered to undo the workHe was unapologetic and callous with his rhetoricThis made things worse from a consumer/customer perspectiveI took my wife off speaker phone and stepped outside for minutes to finish the phone callI asked her what did she want to doDid she want to make an executive decision to pay, yet again, for unauthorized work on the car that we entrusted to a business, who we we thought was reputable and honestShe said yes (reluctantly) and I went inside and told Jim we could move forwardWhen Jim gave me the contract and I began to read it, I did not agree with the language and terms and the more I gave thought about the fact that this was happening for the 2nd consecutive time and with the exact same guy, I was beyond insultedI did an override of my wife's executive decision and told him to give me my car back, to undo the work, and I informed him that I would never do business there again and that I would be submitting a complaint to the Revdex.com and to Consumer AffairsWe have never had a problem with paying for service we requestedTo say so is completely falseWe previously paid for work that we did not request, but to do so again, is an enabler to the offender and at some point it had to stopCharles walked through the shop going back to the mechanic area with the door closing behind him, but he was never in the shop for any length of time during my conversation with JimCharles is passive and will have nothing to do with confrontationHe always defersWhen all parties are clear in their message to a mechanic that the vehicle is to be diagnosed only with no repair; you cannot counter that with an argument that the mix up is because there is more than point of contactJim is the issueCharles is passive and Mac has not held his staff accountableThat is the truthIf the customer drops the vehicle off & tells you they are dropping it off for you to find out what's wrong, you find out what's wrong and report it back to the customerIf the customer drops the vehicle off & tell you to please find out what's wrong and fix it, you find out what's wrong and fix itThat has been the case throughout our doing business with Mac's until this incident and the previous incidentMy wife has been the sole contact for Mac'sI stepped in seeking resolution for the last incident after the damage had already been doneThe unauthorized work on the car had been performed by Mac's and my wife paid the monies for that unauthorized work (clearly knowing that she authorized a axle brake job and not 4)Charles deferred her to the owner, so my wife kept trying to reach Mac at the shop to speak with him but to no avail did she receive a responseIt wasn't until I stepped in and started to call to seek resolution for the error that Mac repliedCan you imagine walking into a repair shop to pick up your car and what you were quoted over the phone for the work in advance was $for brakes, but when you get there you find out the bill is $because they did work on all axles when the
agreement was for axles? That's exactly what happened with Mac's the first time we had this issueThat $credit was for restitution (money we should have received, since we paid for work that was not authorized to begin with)Plus the credit has never been fully restituted due this occurrenceI've returned from my time away on vacation and yes I received a voice message from MacI have no intention returning his call when he allows this kind of behavior toward a customerAs far as I am concerned, he is a part of the problem tooI want nothing from the man or his staffOthers need to know about the bad and unethical business practices he allows from his establishmentBuyers beware

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I had the chance to review Mac's response and my reply is listed below:When the vehicle was given to Jim, he was was only authorized to diagnose the problemWhen Jim called my wife, she told him that.My wife was out of town, but sent me a text message to let me know that Jim informed her that the diagnosis was complete on the vehicle and that I could make contact with the shop to retrieve the car.I called the shop and spoke with JimHe gave me the details on the diagnosis and I told him I'd be there to pick up the car that dayI told him that I'd look into getting the mass air flow sensor corrected in the future.When I got to the shop, Jim was not thereI ended speaking with CharlesCharles asked if he could keep the vehicle for an extra day because he wanted to return it cleanThe auto center provided us with a loner vehicle which I felt was good enough to get me through the next day, so I agreed.When I came into the shop the next day, Jim mentioned a contractIt was the first I heard him speak of a contractI started to question him. When I questioned him, I began to learn for the first time that work was done on the car without authorizationI was surprisedSurprised that work was done on the car again without authorization and upset that Jim never mentioned it when he spoke to me or to my wife and that he lied to us both as I conferenced her in on speaker phone to ask him about itWhile standing at the counter in his presence, he said that he informed us over the phone that he did work on the car - when we both know that is not the truthI disputed this claim with Jim with my wife on the call and he offered to undo the workHe was unapologetic and callous with his rhetoricThis made things worse from a consumer/customer perspective.I took my wife off speaker phone and stepped outside for minutes to finish the phone callI asked her what did she want to doDid she want to make an executive decision to pay, yet again, for unauthorized work on the car that we entrusted to a business, who we we thought was reputable and honestShe said yes (reluctantly) and I went inside and told Jim we could move forwardWhen Jim gave me the contract and I began to read it, I did not agree with the language and terms and the more I gave thought about the fact that this was happening for the 2nd consecutive time and with the exact same guy, I was beyond insultedI did an override of my wife's executive decision and told him to give me my car back, to undo the work, and I informed him that I would never do business there again and that I would be submitting a complaint to the Revdex.com and to Consumer AffairsWe have never had a problem with paying for service we requestedTo say so is completely falseWe previously paid for work that we did not request, but to do so again, is an enabler to the offender and at some point it had to stop.Charles walked through the shop going back to the mechanic area with the door closing behind him, but he was never in the shop for any length of time during my conversation with JimCharles is passive and will have nothing to do with confrontationHe always defers.When all parties are clear in their message to a mechanic that the vehicle is to be diagnosed only with no repair; you cannot counter that with an argument that the mix up is because there is more than point of contactJim is the issueCharles is passive and Mac has not held his staff accountableThat is the truthIf the customer drops the vehicle off & tells you they are dropping it off for you to find out what's wrong, you find out what's wrong and report it back to the customerIf the customer drops the vehicle off & tell you to please find out what's wrong and fix it, you find out what's wrong and fix itThat has been the case throughout our doing business with Mac's until this incident and the previous incident.My wife has been the sole contact for Mac'sI stepped in seeking resolution for the last incident after the damage had already been doneThe unauthorized work on the car had been performed by Mac's and my wife paid the monies for that unauthorized work (clearly knowing that she authorized a axle brake job and not 4)Charles deferred her to the owner, so my wife kept trying to reach Mac at the shop to speak with him but to no avail did she receive a responseIt wasn't until I stepped in and started to call to seek resolution for the error that Mac replied.Can you imagine walking into a repair shop to pick up your car and what you were quoted over the phone for the work in advance was $***for brakes, but when you get there you find out the bill is $because they did work on all axles when theagreement was for axles? That's exactly what happened with Mac's the first time we had this issueThat $credit was for restitution (money we should have received, since we paid for work that was not authorized to begin with)Plus the credit has never been fully restituted due this occurrence.I've returned from my time away on vacation and yes I received a voice message from MacI have no intention returning his call when he allows this kind of behavior toward a customerAs far as I am concerned, he is a part of the problem tooI want nothing from the man or his staffOthers need to know about the bad and unethical business practices he allows from his establishmentBuyers beware