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Ultimate Automotive Repair

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Ultimate Automotive Repair Reviews (2)

My vehicle's transmission needs an overhaul. This shop verbally quoted a price that is regionally competitive and reasonable. They did not clearly outline the diagnostic costs that would be imposed if the repair was not performed. Upon diagnosing the problem, they verbally informed me what they thought the repair would cost. I requested a written estimate be emailed to me. I did not receive the written estimate for 3 business days. When I did receive it, I was surprised by the cost of parts which were approximately 100% more expensive than other local shops including the dealer, and attempted to speak to the owner who had been my point of contact to this point. He was unavailable to meet with me, so I emailed him to discuss the estimate. I received a response from another employee who simply said that they would not negotiate on the price and that if I was unhappy with the cost, I would have to pay a $200 diagnostic fee - also more than 100% increase from other local shops. Again, this cost was not explicitly outlined in terms of hours, rates or total amount on the intake form that I signed upon dropping off the vehicle. When I protested, the employee wrote back "you will pay the diagnostic fee or you will not be able to pick up your car. Not only did you sign the intake, but we have a sign posted in our lobby explaining the diagnostic fees. I have spoken with (the owner) and I have been informed to only accept cash payment for the diagnostic fees to pick up your vehicle."Following this email, I requested a copy of the intake form and began submitting this complaint. I have not received a copy of the intake form at this time.Product_Or_Service: Transmission OverhauldOrder_Number: [redacted]Desired SettlementI have been forced to spend several hours of my time dealing with the situation that this shop caused, and need to pick up my vehicle so I can get it repaired by another shop. This shop purposely inflated the cost of parts in order to force me to pay a diagnostic fee and get me out of their hair so to speak. Because of this I would like a refund on the diagnostic fees imposed which, had the repair estimate been reasonable, I would not have had to pay. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]In response to the customer's complaint, I will start by saying that he will not be getting a refund. My charges for the diagnostics were and still are justified. My technicians are ASE certified with more than 35 years of experience. It takes time for them to diagnose a vehicle, time for which I have to pay them for, and in return, need to charge the customer. Any time we have what we call a "problematic customer", we will only accept payment by cash to avoid any future problems such as bounced checks or charge backs. In our lobby we have signs posted outlining the costs of diagnostics and on each intake sheet we write the amount of hours we need to properly diagnose whatever concern the customer has, which brings me to my next point. The intake sheet that [redacted] signed was not only emailed to him but he was also given a hard copy when he was here to pick up the vehicle. The estimate we gave him for his transmission rebuild was comparable to other shops around town. I would know because I called them. I do this for one reason; I want to make sure my prices are competitive. As for waiting 3 business days for the estimate, that is inaccurate as we discussed the issue on Friday and he received the estimate on Monday. We are not open on the weekend and [redacted] apparently didn't care because he still called my cell phone on my day's off to discuss the matter. [redacted] from the very start wanted something cheap, but in this industry you can't expect to pay a 2 star price for a 5 star quality service. Unfortunately, I have been out of the office sick, which is why I was unable to personally meet with the customer. We ended up communicating through email, all of which I still have. He also called me personally on my cell phone. I do apologize that [redacted] and I could not come to an understanding, but he told me he had found cheaper prices "somewhere else" and I hope that he finds what he needs to get his vehicle back into operating condition. I am not in the business of negotiating prices, my prices are based on cost and overhead, I just got tired of my customer trying to tell me what he thinks the repair should cost based on online pricing of parts and labor. That is "not how it works". Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Reading [redacted] explanation, I find that his argument fails on two specific points - that his price for the repair was fair and competitive with local shops, and that I was aware of the diagnostic fees because I signed the intake form.I will address the first point now. The price for the repair at Ultimate Automotive Repair was a grand total of $2,836.02 while the repair at another local reputable shop was $1716.61. The cost for parts at Ultimate Automotive Repair was quoted to be $1217.33, as opposed to the other shop who came in at $482.51 for parts. So, you can see that Ultimate Automotive Repair approximately doubled the retail price of parts - I am just lucky that I did my own research and was able to avoid this obviously inflated price. I would hate to know how many other oblivious customers they have done this to, who happily paid not knowing that they were being taken advantage of.As for the second point, ** claims that the intake form which I signed outlined the diagnostic fees. It did not. The form I signed was a generic one and outlines things such as vehicle storage fees, whether I wanted them to keep old parts, if I wanted photos sent to me, etc, but it clearly says nothing about a diagnostic fee. Furthermore, I signed the form before talking to ** about the specifics of what was wrong with the vehicle. When they emailed me the intake form (only upon request and the day I was forced to pick the vehicle up) I noticed that up in the upper right hand corner of the paper they had hand written in "2 hour transmission diag - getting off freeway, heard noises, then car stopped." This is all information that I gave ** after I signed the intake form and which was clearly added afterwards. I was unaware of this addition and did not initial it. I would like to take a second to also point out some other small inconsistencies in [redacted] response. I requested the estimate on Friday, January 24th and received it by email on Wednesday, January 29th - clearly 3 business days after the request not including the weekend. I did NOT attempt to contact ** over the weekend, as I know that mechanic shops are not open then. All of these facts can be confirmed with emails, and phone records if need be.I am happy to supply supporting documentation including the intake form with hand written diagnostic fees written in, the estimates from both shops which demonstrate the inflated parts prices, as well as emails or phone records.I would also like to note that the shop which did the work (the one which quoted a fair price) also provides "5 star quality service," but they do not take advantage of unaware customers like Ultimate Automotive Repair. Final Business Response Unfortunately the customer and I could not and still cannot come to an agreement, but it is really quite simple. Our estimate was given in a timely manner considering what my technician and service writer had to go through to get the estimate completed. We called multiple vendors to get the best pricing and the correct parts that the TSB for that specific vehicle specified. Our prices are not based on what other shops charge, it is based on cost and overhead and we still feel we gave the customer a comparable estimate because we did call around and did our own research. As far as the customer making accusations that we take advantage of our customers, that is a false statement. In fact, Ultimate Automotive Repair sets out to set the standard for automotive repair shops because they have such a bad reputation. We get around 2500-3000 customers per year and LESS THAN 1% of those customers have complaints, I apologize that you fall into that low percentage. We do not take advantage of our customers, and that is proven by the fact that we have a loyal and promising customer base. About the intake, I myself did not know the specifics about what was wrong with his vehicle until it was here, however, he spoke with my secretary about the details of what happened to the car before it was towed here, that is why it was on the intake form. AGAIN, the diagnostic fees are posted boldly and clearly in our lobby and on our intakes we note how many hours we need for diagnostic purposes. I stand behind my business, employees, and most of all, our integrity. If that is for any reason doubted, we have full audio and video surveillance 24/7 here at the shop, specifically for situations like this one. We take pictures of all vehicles that come into our shop and pictures are taken of all carried out repairs. We also save the customers old parts whether they request it or not. Not only that, but we have our money back guarantee and back all our repairs with a 1 year, 12,000 mile warranty, assuming that we provide all parts and labor. An agreement cannot be made. I will not refund the monies paid to me because they are justified. I am happy you were able to find a shop to do it for cheaper, however I cannot confirm or deny that actually happened. With that, it is what it is. Ultimate Automotive Repair is an honest and trustworthy business and it is unfortunate that we could not come to an agreement.

Ultimate Auto failed to refund $2,500.00 for work on a transmission repair. The owner refuses to answer his phone or honor his agreed upon proposal![redacted], owner of Ultimate Auto, was contracted to replace the transmission in my car. He made 3 failed attempts at fixing the car. The vehicle was taken to him January 15, 2013 and not fixed until September 20, 2013. [redacted]. requested the money for the repair in January, and was given the full amount because he needed to buy the transmission. In August he said he would refund $2,500.00 because of the delay on his part to repair the vehicle. When I asked for the money he himself offered as compensation, he said he would get the money soon. The car was finally finished and returned. Still no money was exchanged...I also just wanted the car back and in working condition! To date, [redacted]. will not take my calls, stated he does not have a credit card I could swipe, does not have the money yet, and has not offered ANY money as even a payment plan on the $2,500.00 he promised. I have now had the car for 1 month and there is supposed to be a 5,000 mile warrantee on the transmission. [redacted]. has not considered that I was without a vehicle for 9 months over a transmission repair! I would highly not recommend this man or his business to any prospective client.Desired SettlementI am seeking the $2,500.00 [redacted] and Ultimate Auto promised for taking 9 months to repair a transmission. Payments would be appreciated.Business Response For starters, we were working on a CVT transmission which everyone else in town refused to work on. We bought a transmission, installed it, and returned the vehicle to the customer. The transmission continued to have issues and based on the shops time frame, customer's time frame, and the company from which the transmission was purchased, resulted in a significant delay in getting the vehicle in proper working condition which was finally accomplished. I had no control on the transmission company from which it was purchased who was handling the warranty. In an effort for customer satisfaction I offered a partial refund under the condition that I would give the refund when finances allowed me to do so. I gave no promises as to any dates. I was not aware that a payment plan was a possibility. However, the refund was not an obligation on my part or mandated by anyone; nothing more than a gesture on my part to help ease the issues that prolonged this repair. [redacted] is not our customer on file or on any paperwork for the repair, so I can only assume that [redacted] is the customer's wife. I don't know the Revdex.com's policy on who can file a complaint when I have had no dealings with [redacted]. I have not refused to take any phone calls from customers, I have returned phone calls, and we have simply missed each other. Now after this complaint, I retract my offer for a partial refund, as this has escalated and the repairs and warranty have been fulfilled. If customer wishes to proceed with this complaint, they can take it to court.

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Description: Auto Repair & Service

Address: 1220 Greg Street, Sparks, Nevada, United States, 89431

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