Stadium Mercedes Tech Inc

Review: I brought my 2000 Toyota Solara XLE V6 to Stadium Mercedes Automotive (SMA) on 10/1/13 to address two issues: one with the check engine light and one with the car running rough. My son acted as my rep and agreed to an oral phone estimate of approximately $2,700 that covered these two issues plus new tires and an alignment. We arrived to pick up the car on 10/8/13 and found that it was not ready as promised and that it would require an additional 8 hrs of labor at $90 per hr, to remove the exhaust manifold to replace one of the 2 faulty sensors that were supposed to have already been replaced. The total additional cost would be the $720 for labor and $275 for the part. I refused this work. The final invoice I was given also included the replacement of a cabin air filter ($21.82 for the part and $36 for the labor). Both my son and I separately asked the mechanic ([redacted]) about this since we did not think the car had this filter, however, the mechanic not only told us it had it, he even explained where it was located up in the dash. On 10/10/13 we called the Toyota Customer Service Center (1-800-331-4331) and opened a case ([redacted]) to find out if my model year has a cabin filter. The rep, [redacted], confirmed that my car did NOT have one and there was nothing to replace. We contacted [redacted], the owner of SMA, who said he would check on it. His admin called back to say that it must have been a clerical error and that SMA would refund me the money. This was not a clerical error it was a blatant lie and charge about work that not only was NOT done, but was impossible to do. The mechanic actually went into detail to explain the work. Additionally, I found out that an alignment, which was part of the estimate, had also not been performed. On 11/12/13 I took my car to Toyota to have an alignment done and have the faulty sensor replaced, which Toyota did WITHOUT having to remove the exhaust manifold at an additional charge of 8 hrs ($720).Desired Settlement: I was not provided a hard copy of the estimate, although they did offer to fax it. The estimate was to include fixing the sensors and an alignment. Neither was done but I still paid the full price of the estimate. Therefore, I would like to be compensated for the additional money I paid to have the work done. I would also like this complaint to be posted so that consumers are forewarned that this shop charges for work they do not perform and quotes unnecessary work - and they did it to an 83 yr.

Business

Response:

This letter is in response to complaint # [redacted] filed by a Mr. [redacted] and or a Mrs. [redacted].

In their statement: The [redacted]’s, concerns are of a failure of communication and are only asking for any repayment for services not properly rendered.

As of this date the [redacted]’s, repair order has been reviewed, by myself and the office manager and a refund /additional discount sent. The employee who had also worked on the repair order /estimate was spoken too about the issue and concerns arisen. The repair order/estimates reviewed shows no estimate for any alignment given to the [redacted]’s. The cabin air filter concern is a miscommunication and invoicing issue in the form of the aftermarket automotive parts distributor show a cabin air filter available for the [redacted]’s automobile; A 2000 Toyota Solara XLE V6. So we gave an appropriate estimate. One was delivered for the vehicle from One Stop Parts Source<a automotive parts vendor> It was explained to Mr. [redacted] that we followed the installation instructions and the vehicle cabin air filter access area was opened up only to find that particular vehicle did not in fact contain a cabin air filter . I informed Mr. [redacted] of this situation and he seemed satisfied. But the cabin filter was accidently not removed from the final bill.

What was the biggest issue of concern to Mr. [redacted] was the news that the failed oxygen sensor had became frozen in the exhaust system, due to its age and the fact that oxygen sensors living in a very corrosive environment sometimes do get frozen in place over time, also that the technician had accidently installed the new sensor in the wrong position and would need to reset the new sensor again in the correct position which had a frozen sensor stuck in place and would need repairs before the new sensor could be properly placed in position. The sensor showed it was frozen in place when attempted to be removed. This was explained to Mr. [redacted], And explained that the newly needed repairs might take up too, a full 8 hours of labor time if the complete exhaust had to come down in order to repair the seized sensor in the exhaust due to the nature of where the sensor is located in the exhaust system, I stated I would try to help the [redacted]’s and would only charge for the actual time needed to remedy the frozen sensor, up to the full eight hours but no more, even if it took longer to make the repairs correctly.

Calls were placed to the [redacted]’s to explain the new concerns that had arisen during the repair process, before there scheduled arrival time.

Stadium Mercedes performed a review within two business days of their repairs, and Yes, found accidental error’s on the finished invoice to the [redacted]’s, A refund check was sent out immediately for any discrepancies.

We all here at Stadium Mercedes are very sorry for any issues and concerns that arose from their recent repair visit to our workshop. Corrective actions have been taken to help ensure this kind of situation does not occur again.

We do wish and hope the best for the [redacted] Family and hope they are satisfied with the corrective action taken and the refund and discount provided, reflecting any over charges that were accidently placed on their repair order.

We look forward in being able to provide future service to the [redacted] Family.

Honesty, Quality, Integrity, is our policy.

Mr. [redacted].

Owner; Stadium Mercedes Automotive.