Smog Masters

My in-laws took their vehicle to this business and were wide open for being over billed, but were NOT. The problem appeared huge but Smog Masters was able to fix the problem and the cost was minimal. That was honesty.

So I took my vehicle there and received excellent service. Same thing, could have taken us for lot (like dealerships do) but they did not. Backed up their work. They put integrity over money in my view.

Review: The business did not smog test my car when I had completed the corrections to do so (I have been subsequently tested and passed by another business).

[redacted] (aka [redacted]) at Smog Masters had tested and passed one of my vehicles so I could complete my registration for CA plates. He did not pass my other vehicle due to minor corrective action needed to be taken. I had paid for this inspection, even though it was a failed inspection.

I took the necessary corrective action, which was two items. The first item was a tune-up (this was only recommended by [redacted] as all of my numbers had initially passed inspection). The second corrective action was verifying that I had the correct after-market air intake under my hood. I had contacted the manufacturer ([redacted]) and had verified this by filling out the requested paperwork from the manufacturer, as well as submitting other required items (proof of VIN, picture of part, etc.) to the manufacturer. [redacted] customer service in turn provided the correct part sticker to me to ensure I was fully compliant with CARB regulations.

I had then returned to [redacted]'s shop, since I believe in customer loyalty and promoting small businesses, and because I had no issues with my first visit. While at his shop for the second time, [redacted] had refused to inspect my vehicle stating that the after-market air intake was not CARB compliant. I had explained to him the corrective action I took. I had also called the manufacturer and asked that their technician speak with [redacted]. While on the phone, [redacted] refused to cooperate with the technician and proceeded to hang up on him.

I had asked [redacted] if he could cite and show me the specific requirement in the CARB regulations, and he said it was "on their webpage." He proceeded to refuse service, I had thanked him for his time, and then he just looked at me and laughed, in front of other customers.

I am quite disappointed as I was trying to promote customer loyalty and small business, and only received extremely poor customer service and professionalism in return.

I decided to patronize another small business, and explained to them the situation. The technician researched my part, verified my paperwork, tested my car, and had passed it. I have already registered in the state, and am fully compliant with both the state and CARB.Desired Settlement: A formal apology in writing (e-mail) for extremely poor customer service and professionalism as a small business owner.

Business

Response:

Company states that they apologize for not being more clear in explaining why they were unable to pass the vehicle.

Consumer

Response:

1) I had asked for a "A formal apology in writing (e-mail) for extremely poor customer service and professionalism as a small business owner." The business has responded with, "[...] that they apologize for not being more clear in explaining why they were unable to pass the vehicle." The business has NOT apologized for poor customer service and professionalism as requested, and as I had experienced.