Initial Business Response / [redacted] (1000, 5, 2016/10/17) */ Contact Name and Title: [redacted] P.(Office Manager) Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wernersgarage.com Pertaining to the damaged dash board above speedometerThe only repairs done to your vehicle was brake and oil leak related We did not do any repairs to the instrument cluster, radio, or odometer therefore we did not damage the vehicle's dash during any repairs that we have done to vehicleThe vehicle was towed in for braking issue'sThe vehicle had evidence of sitting for a long period of time, which caused damage to the braking system from not being operatedThis was the only focus on the vehicleWe are not responsible for that damage to the dash on your vehicle Your vehicle did arrive July 25th, and I do apologize for the length of time it took to complete the brake repairsAs you were a new customer we informed you that we are a very busy shop and take on daily driver car repair's first before we dive into repairs on older model vehicle'sWhen speaking, you advised that this vehicle is now your daily driver and you wanted it back as soon as possibleWe started repairs after that, and apart of the delay was due to parts availability for your Mercedes 200DDuring the engine oil pan replacement we discovered that the engine had been replaced at one timeAt that time we had to return the oil pan and continue searching for another Pertaining to the parts given issueThe gentleman (Husband) that dropped the vehicle off was going through the trunkAt that time your Husband gave a torch head to me and said he had to use for it and asked if I wanted itI actually gave that torch head to one of our technicians as a gift from you to himAfter your car was completed I received a phone call from [redacted] (husband), at that time he informed me his wife was very upset that he gave me that torch head and requested if he could have that backHe at that time apologized and stated he didn't want to seem like an Indian giverI asked the technician and he returned it to me, at that time I called [redacted] and left voice mail messages informing him that I had the torch head available for pick-upAt this time 10/17/I still have the torch head laying in my drawer and it has not been picked up No parts were held from you, nor stolenA part was given and requested backWe have that part available for pick up Pertaining to your braking systemIf your brakes are soft and feel spongy, than we may have a problem we need to addressYou are welcome to drop your vehicle off to have the braking system inspected at no additional cost to youYour safety is our #priority and we most certainly don't feel comfortable with your vehicle on the road with spongy brakesIf you would like to call our office and setup a time for your to drop off your vehicle, then please do With all of our major repairs we do offer a complimentary car wash and vacuumThis is not a full detailWe do offer that if interested Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response provided by the office manager, [redacted] was interesting and amusingIt appears he is using the old trick "he said, she said" and it won't work in this caseBoth of us fully discussed the complaint prior to submitting and the form only had room for one name, I used mine When my car was towed in on July 25, the interior was in good shapeI had spent hours cleaning with Griots Garage Interior CleanerI had vacuumed the entire car, the engine, the interior and the trunkI also washed the windows inside and outThe dash board was not broken when you received itMy car was in your possession for weeks and per your office, it was in and out of the garage several times yet it wasn't drivableI can easily see someone accidentally breaking it and not mentioning itAs we wrote before, Werner's had little regard for our time and our car When our Mercedes was towed in, we expected it to be fixed in a few weeksNo mention was made of it going to the back of the line constantlyInstead, we received an estimate on August after a call to the officeWe quickly approved and believed that work would begin immediatelyI called on Septto see what progress had been made and [redacted] indicated that the parts were there, no work had been doneHe also indicated work would begin next weekI called again on Septand spoke with ***Again, no work had begun, it was explained that the tech was not interested in working on my car and that there was no real excuse for the delay [redacted] also promised to call me back and I never heard from him again; instead he called my husband at work, expecting him to stop making money to talk to himAnd mentioning the oil pan? Just shows how fast Werner's can obtain parts and make repairsAnd you didn't bother to tell us what engine is in the car, and we have no old parts to prove that any work was done at all As for the box of parts, shortly after the estimate was e-mailed to us, a special trip was made in our truck to drop off some partsThere is no trunk in the truck to take a box out ofIn the box were a pair of brake tubes, an air conditioner and another unidentified partWe wanted to see how much it would be to install the a/c and save a little money on partsAt this time, we still felt like valued customers and believed that our satisfaction was expectedInstead, the brake parts were not used and no mention of the a/c was ever madeThe other part was Art Deco, it turned out to be a vintage welding torch partYou were interested in it, so without my knowledge it was given to youI disagreed but we stayed the course hoping that it would grease the wheels and get our car done! When we picked up the Mercedes over a month later, the box of parts was not in the car we had to ask for themThe box was crushed on one side and the torch head was missingAfter treating us so poorly, misleading us and ignoring us, Werner's felt OK keeping this? Dramatic to say stolen, I did not accuse Werner's of anything other than failing to put the part back in the box, hence saying it was missing [redacted] why do you think either of us will ever go back to your shop? You failed to put the part back in the box, you ship it or drop it off And that goes for checking the brakes, tooReally, why do you think for an instant that I would drop my car off at your shop for any reason? Fool me once, shame on you! I cannot believe anything Werner's saysSimply put, after spending almost [redacted] and countless hours waiting, you will not get anything else from us other than this review Finally, if the exterior of the car was washed, it was not washed wellThere was a small puddle in the passenger door jamb causing more rust which I commented on when we were picking up the MercedesI was told it was washedLooking at the trunk lid, it did not look washed so right when we got home I sprayed it with a little Windex and the paper towel was dirtySo, Werner's "wash" is less than expected, tooWho is to say a "detail" would be any better?
Initial Business Response /* (1000, 11, 2016/05/24) */
The vehicle came to us with codes indicating that the air mass meter was faulty, and the upper timing guide rail was also determined to be defective, the repairs were preformed and codes did not reappearThe vehicle came back to us four days
later with a code that was not present during the previous visitthe timing chain wearing out, while unfortunate, was functioning to specifications after we performed the repairs on the guide rail and when the vehicle left our repair shopa timing chain is a wearable item, it can function properly on day and be defective the next, with that being stated, we did not try to sell him a timing chain because at the time of his repair, it functioned as it should, and would have been at that time an unneeded repair
Initial Consumer Rebuttal /* (3000, 13, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The check engine light came back on after leaving the Werner shopAs you can see my disappointment taking my car to be fixed and paying good money to be fixed and finding out it was going to be be another *** in additional repairsIn reality it was another *** more after taking back to a Mini dealership in IndianapolisI still feel it's only fair to remove the labor costs from the bill
Final Consumer Response /* (4200, 17, 2016/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It should not matter what code is showing upIf the car was brought in with poor performance and check engine light on and an estimate was given to fix, approval was given to fix, money was paid for fix and I still had poor performance and check engine light was still on
Yes, I brought the car back to shop days later only due to that the shop was closed after the engine light came back on when driving home from picking up the car from the shopI should technically ask for all the money back that I paid but I understand apparently some parts were put on and I would rather not take them off or have anything else done from this shop so I am willing to compromise and only ask for labor costs which I feel is only fair
Final Business Response /* (4000, 19, 2016/06/14) */
We here at Werner's are sorry you feel that way, but once again, the check engine light throws a code, as a tech you go after the codes thrown, we fixed the problem that was throwing your initial codes, when the car returned it had a check engine light on, but it was not due to the same codes that had previously been addressedcars have multiple systems and multiple things that can go wrong, just because you address one problem that's throwing a code does not mean that your car will not have other problems, these are computerized machines with multiple systems, its like saying...I put air in my tires, why doesn't my headlight work...they are not related, nor is the issues your car was having
Initial Business Response /* (1000, 5, 2017/04/12) */
In this instance the customer provided her own parts, our company policy as with most shops is, we will install customer provided parts but there is no warranty. The parts provided to us were defective, the mechanic did the procedure properly...
and followed all guidelines and specifications. The customer is upset that her parts were defective, if we had provided the parts we would be responsible, but we did not, we offered to provide them but the customer wanted to save money, that isn't always a good decision. We stand behind our work and parts quality and will warranty anything we sell. this is a job we have done on several of the same model cars and have never had an issue, she provided defective parts plain and simple, I understand its unfortunate, but we did not provide anything less than exceptional service on the clients automobile. We at Werners garage pride ourselves in providing unbeatable service, had we been given good parts this would have never been an issue.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel I received exceptional service at all! After the third strut was replaced by Werner's and I drove car home, I had to take it back to them the very next day as that same strut was leaking air thru the air line. I feel this was mechanic error. They had to replace a brass fitting on the air line that should of been checked out or replaced when they installed the strut the day before. I do not feel the struts I provided were defective. I do not feel I purchased defective struts 3 different times from the same store. I feel this is Werner's way of covering their tracks. I feel it was negligence on Werner's part. I provided the same brand strut (which was my 5th strut)from the same store to the BMW dealership who finally fixed my car and it is now driving and riding great. By the way, after the 4th strut sheared bolts, I could not even drive my car to that BMW dealership. I had to trailer my car to to that dealership before they could install the 5th strut. It was not even safe to drive. If this had happened going down the road, it could of caused me to wreck! If Werner's feels my struts were defective, why didn't they try to give me a solution to help me get a strut to fix my car? I spoke to a Werner's employee after the 4th strut sheared off bolts about helping me to get a strut they felt was not defective. He said he could not give me a discount on any parts or help me to find a replacement strut. I decided then I would not take my car back to Werner's. They made all these labor charges off of me 3 different times for the same problem and should of been worried about customer satisfaction. They were not. I would think a place of business would want customer satisfaction with return business and protecting their reputation. Werner's did not seem to care. The third time I had Werner's replacing the 4th strut on my BMW, I was provided an old Volkswagon loaner car by them to be able to get home. They told me that the previous customer had told them a tire was leaking air on this car. Werner's told me it was fixed but to keep an eye on it. While I had this same loaner car, I had to put air in the tire, the battery had to be charged as it was dead and I had several warning lights come on while trying to drive it. I only drove it to and from their garage. I did not feel they even provided me a safe reliable car while my car was being supposedly fixed! I reported this to them when I returned the loaner car. I tried to work with them and give them the chance to fix my car but this did not happen. I am very unsatisfied with their garage. I would not recommend taking a car to anyone to be serviced by their garage. They have made no attempt to even meet me half way as to any solution. Just kept charging me!
Final Consumer Response /* (4200, 11, 2017/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was approved by Werner's that they would install the part I provided before doing so. The struts I provided retailed for [redacted] each and I expected them to be installed correctly. I do not feel they were defective. I was able to get the problem I was having after Werner's worked on my car fixed by taking it to a Bmw dealership using these same struts. I also want to state that one of the struts Werner's had installed 1446 miles before was rattling and the Bmw dealership had to tighten it! This tells me it was not done correctly by Werner's! Nobody else had touched this shock but them. I appreciated having a loaner car provided to me so I was able to drive the hour it takes to get home. I left more gas in it than when given to me. I was upset to think a garage put myself or any customer in a loaner car that was not reliable. The tire lost air while parked after Werner's had told me they had checked it out and supposedly fixed it. The battery going dead while parked in my garage and having warning lights come on while driving it, I was worried I would not be able back to Ft Wayne without breaking down on the side of the road to pick up my car. Mind you this was in December! I had nothing but problems with this garage and be warned if you use them!
Final Business Response /* (4000, 13, 2017/04/21) */
We did agree to use the customer supplied parts, as per good customer service, but the customer was also informed that there is no warranty and we would prefer to provide the parts. Our recommendation was declined per the customer. A run of same part # defective parts is not uncommon or unheard of, just because the customer "does not feel they were defective" does not change the fact that they were defective. We have done this same job on several of the same model automobiles and never had any case of the strut tower bolts sheering off, or any other issue. These struts that were provided seemed to have an issue with the bearing plate not having any movement to them causing the bolt to sheer off, now if you have finally gotten a non defective replacement we are very pleased for you, but the fact that the others were defective does not change. This is exactly why we try to urge customers to let us get the parts from a reputable vendor that we have a good relationship with, if we were to get a defective part from them the customer would not have been responsible for any cost to replace the defective unit and this situation would not have arose. We are sorry that your defective parts have soured you to Werner's garage, but we are here for you if you have any other automotive needs for any European automobile
Initial Business Response /* (1000, 5, 2016/10/17) */
Contact Name and Title: [redacted] P.(Office Manager)
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wernersgarage.com
Pertaining to the damaged dash board above speedometer. The only repairs done to your vehicle was brake and oil leak related....
We did not do any repairs to the instrument cluster, radio, or odometer therefore we did not damage the vehicle's dash during any repairs that we have done to vehicle. The vehicle was towed in for braking issue's. The vehicle had evidence of sitting for a long period of time, which caused damage to the braking system from not being operated. This was the only focus on the vehicle. We are not responsible for that damage to the dash on your vehicle.
Your vehicle did arrive July 25th, and I do apologize for the length of time it took to complete the brake repairs. As you were a new customer we informed you that we are a very busy shop and take on daily driver car repair's first before we dive into repairs on older model vehicle's. When speaking, you advised that this vehicle is now your daily driver and you wanted it back as soon as possible. We started repairs after that, and apart of the delay was due to parts availability for your 1966 Mercedes 200D. During the engine oil pan replacement we discovered that the engine had been replaced at one time. At that time we had to return the oil pan and continue searching for another.
Pertaining to the parts given issue. The gentleman (Husband) that dropped the vehicle off was going through the trunk. At that time your Husband gave a torch head to me and said he had to use for it and asked if I wanted it. I actually gave that torch head to one of our technicians as a gift from you to him. After your car was completed I received a phone call from [redacted] (husband), at that time he informed me his wife was very upset that he gave me that torch head and requested if he could have that back. He at that time apologized and stated he didn't want to seem like an Indian giver. I asked the technician and he returned it to me, at that time I called [redacted] and left 3 voice mail messages informing him that I had the torch head available for pick-up. At this time 10/17/16 I still have the torch head laying in my drawer and it has not been picked up.
No parts were held from you, nor stolen. A part was given and requested back. We have that part available for pick up.
Pertaining to your braking system. If your brakes are soft and feel spongy, than we may have a problem we need to address. You are welcome to drop your vehicle off to have the braking system inspected at no additional cost to you. Your safety is our #1 priority and we most certainly don't feel comfortable with your vehicle on the road with spongy brakes. If you would like to call our office and setup a time for your to drop off your vehicle, then please do.
With all of our major repairs we do offer a complimentary car wash and vacuum. This is not a full detail. We do offer that if interested.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response provided by the office manager, [redacted] was interesting and amusing. It appears he is using the old trick "he said, she said" and it won't work in this case. Both of us fully discussed the complaint prior to submitting and the form only had room for one name, I used mine.
When my car was towed in on July 25, the interior was in good shape. I had spent hours cleaning with Griots Garage Interior Cleaner. I had vacuumed the entire car, the engine, the interior and the trunk. I also washed the windows inside and out. The dash board was not broken when you received it. My car was in your possession for weeks and per your office, it was in and out of the garage several times yet it wasn't drivable. I can easily see someone accidentally breaking it and not mentioning it. As we wrote before, Werner's had little regard for our time and our car.
When our Mercedes was towed in, we expected it to be fixed in a few weeks. No mention was made of it going to the back of the line constantly. Instead, we received an estimate on August 17 after a call to the office. We quickly approved and believed that work would begin immediately. I called on Sept. 9 to see what progress had been made and [redacted] indicated that the parts were there, no work had been done. He also indicated work would begin next week. I called again on Sept. 15 and spoke with [redacted]. Again, no work had begun, it was explained that the tech was not interested in working on my car and that there was no real excuse for the delay. [redacted] also promised to call me back and I never heard from him again; instead he called my husband at work, expecting him to stop making money to talk to him. And mentioning the oil pan? Just shows how fast Werner's can obtain parts and make repairs. And you didn't bother to tell us what engine is in the car, and we have no old parts to prove that any work was done at all.
As for the box of parts, shortly after the estimate was e-mailed to us, a special trip was made in our truck to drop off some parts. There is no trunk in the truck to take a box out of. In the box were a pair of brake tubes, an air conditioner and another unidentified part. We wanted to see how much it would be to install the a/c and save a little money on parts. At this time, we still felt like valued customers and believed that our satisfaction was expected. Instead, the brake parts were not used and no mention of the a/c was ever made. The other part was Art Deco, it turned out to be a vintage welding torch part. You were interested in it, so without my knowledge it was given to you. I disagreed but we stayed the course hoping that it would grease the wheels and get our car done! When we picked up the Mercedes over a month later, the box of parts was not in the car we had to ask for them. The box was crushed on one side and the torch head was missing. After treating us so poorly, misleading us and ignoring us, Werner's felt OK keeping this? Dramatic to say stolen, I did not accuse Werner's of anything other than failing to put the part back in the box, hence saying it was missing. [redacted] why do you think either of us will ever go back to your shop? You failed to put the part back in the box, you ship it or drop it off.
And that goes for checking the brakes, too. Really, why do you think for an instant that I would drop my car off at your shop for any reason? Fool me once, shame on you! I cannot believe anything Werner's says. Simply put, after spending almost [redacted] and countless hours waiting, you will not get anything else from us other than this review.
Finally, if the exterior of the car was washed, it was not washed well. There was a small puddle in the passenger door jamb causing more rust which I commented on when we were picking up the Mercedes. I was told it was washed. Looking at the trunk lid, it did not look washed so right when we got home I sprayed it with a little Windex and the paper towel was dirty. So, Werner's "wash" is less than expected, too. Who is to say a "detail" would be any better?
Initial Business Response / [redacted] (1000, 5, 2016/10/17) */ Contact Name and Title: [redacted] P.(Office Manager) Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wernersgarage.com Pertaining to the damaged dash board above speedometerThe only repairs done to your vehicle was brake and oil leak related We did not do any repairs to the instrument cluster, radio, or odometer therefore we did not damage the vehicle's dash during any repairs that we have done to vehicleThe vehicle was towed in for braking issue'sThe vehicle had evidence of sitting for a long period of time, which caused damage to the braking system from not being operatedThis was the only focus on the vehicleWe are not responsible for that damage to the dash on your vehicle Your vehicle did arrive July 25th, and I do apologize for the length of time it took to complete the brake repairsAs you were a new customer we informed you that we are a very busy shop and take on daily driver car repair's first before we dive into repairs on older model vehicle'sWhen speaking, you advised that this vehicle is now your daily driver and you wanted it back as soon as possibleWe started repairs after that, and apart of the delay was due to parts availability for your Mercedes 200DDuring the engine oil pan replacement we discovered that the engine had been replaced at one timeAt that time we had to return the oil pan and continue searching for another Pertaining to the parts given issueThe gentleman (Husband) that dropped the vehicle off was going through the trunkAt that time your Husband gave a torch head to me and said he had to use for it and asked if I wanted itI actually gave that torch head to one of our technicians as a gift from you to himAfter your car was completed I received a phone call from [redacted] (husband), at that time he informed me his wife was very upset that he gave me that torch head and requested if he could have that backHe at that time apologized and stated he didn't want to seem like an Indian giverI asked the technician and he returned it to me, at that time I called [redacted] and left voice mail messages informing him that I had the torch head available for pick-upAt this time 10/17/I still have the torch head laying in my drawer and it has not been picked up No parts were held from you, nor stolenA part was given and requested backWe have that part available for pick up Pertaining to your braking systemIf your brakes are soft and feel spongy, than we may have a problem we need to addressYou are welcome to drop your vehicle off to have the braking system inspected at no additional cost to youYour safety is our #priority and we most certainly don't feel comfortable with your vehicle on the road with spongy brakesIf you would like to call our office and setup a time for your to drop off your vehicle, then please do With all of our major repairs we do offer a complimentary car wash and vacuumThis is not a full detailWe do offer that if interested Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response provided by the office manager, [redacted] was interesting and amusingIt appears he is using the old trick "he said, she said" and it won't work in this caseBoth of us fully discussed the complaint prior to submitting and the form only had room for one name, I used mine When my car was towed in on July 25, the interior was in good shapeI had spent hours cleaning with Griots Garage Interior CleanerI had vacuumed the entire car, the engine, the interior and the trunkI also washed the windows inside and outThe dash board was not broken when you received itMy car was in your possession for weeks and per your office, it was in and out of the garage several times yet it wasn't drivableI can easily see someone accidentally breaking it and not mentioning itAs we wrote before, Werner's had little regard for our time and our car When our Mercedes was towed in, we expected it to be fixed in a few weeksNo mention was made of it going to the back of the line constantlyInstead, we received an estimate on August after a call to the officeWe quickly approved and believed that work would begin immediatelyI called on Septto see what progress had been made and [redacted] indicated that the parts were there, no work had been doneHe also indicated work would begin next weekI called again on Septand spoke with ***Again, no work had begun, it was explained that the tech was not interested in working on my car and that there was no real excuse for the delay [redacted] also promised to call me back and I never heard from him again; instead he called my husband at work, expecting him to stop making money to talk to himAnd mentioning the oil pan? Just shows how fast Werner's can obtain parts and make repairsAnd you didn't bother to tell us what engine is in the car, and we have no old parts to prove that any work was done at all As for the box of parts, shortly after the estimate was e-mailed to us, a special trip was made in our truck to drop off some partsThere is no trunk in the truck to take a box out ofIn the box were a pair of brake tubes, an air conditioner and another unidentified partWe wanted to see how much it would be to install the a/c and save a little money on partsAt this time, we still felt like valued customers and believed that our satisfaction was expectedInstead, the brake parts were not used and no mention of the a/c was ever madeThe other part was Art Deco, it turned out to be a vintage welding torch partYou were interested in it, so without my knowledge it was given to youI disagreed but we stayed the course hoping that it would grease the wheels and get our car done! When we picked up the Mercedes over a month later, the box of parts was not in the car we had to ask for themThe box was crushed on one side and the torch head was missingAfter treating us so poorly, misleading us and ignoring us, Werner's felt OK keeping this? Dramatic to say stolen, I did not accuse Werner's of anything other than failing to put the part back in the box, hence saying it was missing [redacted] why do you think either of us will ever go back to your shop? You failed to put the part back in the box, you ship it or drop it off And that goes for checking the brakes, tooReally, why do you think for an instant that I would drop my car off at your shop for any reason? Fool me once, shame on you! I cannot believe anything Werner's saysSimply put, after spending almost [redacted] and countless hours waiting, you will not get anything else from us other than this review Finally, if the exterior of the car was washed, it was not washed wellThere was a small puddle in the passenger door jamb causing more rust which I commented on when we were picking up the MercedesI was told it was washedLooking at the trunk lid, it did not look washed so right when we got home I sprayed it with a little Windex and the paper towel was dirtySo, Werner's "wash" is less than expected, tooWho is to say a "detail" would be any better?
Initial Business Response /* (1000, 11, 2016/05/24) */
The vehicle came to us with codes indicating that the air mass meter was faulty, and the upper timing guide rail was also determined to be defective, the repairs were preformed and codes did not reappearThe vehicle came back to us four days
later with a code that was not present during the previous visitthe timing chain wearing out, while unfortunate, was functioning to specifications after we performed the repairs on the guide rail and when the vehicle left our repair shopa timing chain is a wearable item, it can function properly on day and be defective the next, with that being stated, we did not try to sell him a timing chain because at the time of his repair, it functioned as it should, and would have been at that time an unneeded repair
Initial Consumer Rebuttal /* (3000, 13, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The check engine light came back on after leaving the Werner shopAs you can see my disappointment taking my car to be fixed and paying good money to be fixed and finding out it was going to be be another *** in additional repairsIn reality it was another *** more after taking back to a Mini dealership in IndianapolisI still feel it's only fair to remove the labor costs from the bill
Final Consumer Response /* (4200, 17, 2016/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It should not matter what code is showing upIf the car was brought in with poor performance and check engine light on and an estimate was given to fix, approval was given to fix, money was paid for fix and I still had poor performance and check engine light was still on
Yes, I brought the car back to shop days later only due to that the shop was closed after the engine light came back on when driving home from picking up the car from the shopI should technically ask for all the money back that I paid but I understand apparently some parts were put on and I would rather not take them off or have anything else done from this shop so I am willing to compromise and only ask for labor costs which I feel is only fair
Final Business Response /* (4000, 19, 2016/06/14) */
We here at Werner's are sorry you feel that way, but once again, the check engine light throws a code, as a tech you go after the codes thrown, we fixed the problem that was throwing your initial codes, when the car returned it had a check engine light on, but it was not due to the same codes that had previously been addressedcars have multiple systems and multiple things that can go wrong, just because you address one problem that's throwing a code does not mean that your car will not have other problems, these are computerized machines with multiple systems, its like saying...I put air in my tires, why doesn't my headlight work...they are not related, nor is the issues your car was having
Initial Business Response /* (1000, 5, 2017/04/12) */
In this instance the customer provided her own parts, our company policy as with most shops is, we will install customer provided parts but there is no warranty. The parts provided to us were defective, the mechanic did the procedure properly...
and followed all guidelines and specifications. The customer is upset that her parts were defective, if we had provided the parts we would be responsible, but we did not, we offered to provide them but the customer wanted to save money, that isn't always a good decision. We stand behind our work and parts quality and will warranty anything we sell. this is a job we have done on several of the same model cars and have never had an issue, she provided defective parts plain and simple, I understand its unfortunate, but we did not provide anything less than exceptional service on the clients automobile. We at Werners garage pride ourselves in providing unbeatable service, had we been given good parts this would have never been an issue.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel I received exceptional service at all! After the third strut was replaced by Werner's and I drove car home, I had to take it back to them the very next day as that same strut was leaking air thru the air line. I feel this was mechanic error. They had to replace a brass fitting on the air line that should of been checked out or replaced when they installed the strut the day before. I do not feel the struts I provided were defective. I do not feel I purchased defective struts 3 different times from the same store. I feel this is Werner's way of covering their tracks. I feel it was negligence on Werner's part. I provided the same brand strut (which was my 5th strut)from the same store to the BMW dealership who finally fixed my car and it is now driving and riding great. By the way, after the 4th strut sheared bolts, I could not even drive my car to that BMW dealership. I had to trailer my car to to that dealership before they could install the 5th strut. It was not even safe to drive. If this had happened going down the road, it could of caused me to wreck! If Werner's feels my struts were defective, why didn't they try to give me a solution to help me get a strut to fix my car? I spoke to a Werner's employee after the 4th strut sheared off bolts about helping me to get a strut they felt was not defective. He said he could not give me a discount on any parts or help me to find a replacement strut. I decided then I would not take my car back to Werner's. They made all these labor charges off of me 3 different times for the same problem and should of been worried about customer satisfaction. They were not. I would think a place of business would want customer satisfaction with return business and protecting their reputation. Werner's did not seem to care. The third time I had Werner's replacing the 4th strut on my BMW, I was provided an old Volkswagon loaner car by them to be able to get home. They told me that the previous customer had told them a tire was leaking air on this car. Werner's told me it was fixed but to keep an eye on it. While I had this same loaner car, I had to put air in the tire, the battery had to be charged as it was dead and I had several warning lights come on while trying to drive it. I only drove it to and from their garage. I did not feel they even provided me a safe reliable car while my car was being supposedly fixed! I reported this to them when I returned the loaner car. I tried to work with them and give them the chance to fix my car but this did not happen. I am very unsatisfied with their garage. I would not recommend taking a car to anyone to be serviced by their garage. They have made no attempt to even meet me half way as to any solution. Just kept charging me!
Final Consumer Response /* (4200, 11, 2017/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was approved by Werner's that they would install the part I provided before doing so. The struts I provided retailed for [redacted] each and I expected them to be installed correctly. I do not feel they were defective. I was able to get the problem I was having after Werner's worked on my car fixed by taking it to a Bmw dealership using these same struts. I also want to state that one of the struts Werner's had installed 1446 miles before was rattling and the Bmw dealership had to tighten it! This tells me it was not done correctly by Werner's! Nobody else had touched this shock but them. I appreciated having a loaner car provided to me so I was able to drive the hour it takes to get home. I left more gas in it than when given to me. I was upset to think a garage put myself or any customer in a loaner car that was not reliable. The tire lost air while parked after Werner's had told me they had checked it out and supposedly fixed it. The battery going dead while parked in my garage and having warning lights come on while driving it, I was worried I would not be able back to Ft Wayne without breaking down on the side of the road to pick up my car. Mind you this was in December! I had nothing but problems with this garage and be warned if you use them!
Final Business Response /* (4000, 13, 2017/04/21) */
We did agree to use the customer supplied parts, as per good customer service, but the customer was also informed that there is no warranty and we would prefer to provide the parts. Our recommendation was declined per the customer. A run of same part # defective parts is not uncommon or unheard of, just because the customer "does not feel they were defective" does not change the fact that they were defective. We have done this same job on several of the same model automobiles and never had any case of the strut tower bolts sheering off, or any other issue. These struts that were provided seemed to have an issue with the bearing plate not having any movement to them causing the bolt to sheer off, now if you have finally gotten a non defective replacement we are very pleased for you, but the fact that the others were defective does not change. This is exactly why we try to urge customers to let us get the parts from a reputable vendor that we have a good relationship with, if we were to get a defective part from them the customer would not have been responsible for any cost to replace the defective unit and this situation would not have arose. We are sorry that your defective parts have soured you to Werner's garage, but we are here for you if you have any other automotive needs for any European automobile
Initial Business Response /* (1000, 5, 2016/10/17) */
Contact Name and Title: [redacted] P.(Office Manager)
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wernersgarage.com
Pertaining to the damaged dash board above speedometer. The only repairs done to your vehicle was brake and oil leak related....
We did not do any repairs to the instrument cluster, radio, or odometer therefore we did not damage the vehicle's dash during any repairs that we have done to vehicle. The vehicle was towed in for braking issue's. The vehicle had evidence of sitting for a long period of time, which caused damage to the braking system from not being operated. This was the only focus on the vehicle. We are not responsible for that damage to the dash on your vehicle.
Your vehicle did arrive July 25th, and I do apologize for the length of time it took to complete the brake repairs. As you were a new customer we informed you that we are a very busy shop and take on daily driver car repair's first before we dive into repairs on older model vehicle's. When speaking, you advised that this vehicle is now your daily driver and you wanted it back as soon as possible. We started repairs after that, and apart of the delay was due to parts availability for your 1966 Mercedes 200D. During the engine oil pan replacement we discovered that the engine had been replaced at one time. At that time we had to return the oil pan and continue searching for another.
Pertaining to the parts given issue. The gentleman (Husband) that dropped the vehicle off was going through the trunk. At that time your Husband gave a torch head to me and said he had to use for it and asked if I wanted it. I actually gave that torch head to one of our technicians as a gift from you to him. After your car was completed I received a phone call from [redacted] (husband), at that time he informed me his wife was very upset that he gave me that torch head and requested if he could have that back. He at that time apologized and stated he didn't want to seem like an Indian giver. I asked the technician and he returned it to me, at that time I called [redacted] and left 3 voice mail messages informing him that I had the torch head available for pick-up. At this time 10/17/16 I still have the torch head laying in my drawer and it has not been picked up.
No parts were held from you, nor stolen. A part was given and requested back. We have that part available for pick up.
Pertaining to your braking system. If your brakes are soft and feel spongy, than we may have a problem we need to address. You are welcome to drop your vehicle off to have the braking system inspected at no additional cost to you. Your safety is our #1 priority and we most certainly don't feel comfortable with your vehicle on the road with spongy brakes. If you would like to call our office and setup a time for your to drop off your vehicle, then please do.
With all of our major repairs we do offer a complimentary car wash and vacuum. This is not a full detail. We do offer that if interested.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response provided by the office manager, [redacted] was interesting and amusing. It appears he is using the old trick "he said, she said" and it won't work in this case. Both of us fully discussed the complaint prior to submitting and the form only had room for one name, I used mine.
When my car was towed in on July 25, the interior was in good shape. I had spent hours cleaning with Griots Garage Interior Cleaner. I had vacuumed the entire car, the engine, the interior and the trunk. I also washed the windows inside and out. The dash board was not broken when you received it. My car was in your possession for weeks and per your office, it was in and out of the garage several times yet it wasn't drivable. I can easily see someone accidentally breaking it and not mentioning it. As we wrote before, Werner's had little regard for our time and our car.
When our Mercedes was towed in, we expected it to be fixed in a few weeks. No mention was made of it going to the back of the line constantly. Instead, we received an estimate on August 17 after a call to the office. We quickly approved and believed that work would begin immediately. I called on Sept. 9 to see what progress had been made and [redacted] indicated that the parts were there, no work had been done. He also indicated work would begin next week. I called again on Sept. 15 and spoke with [redacted]. Again, no work had begun, it was explained that the tech was not interested in working on my car and that there was no real excuse for the delay. [redacted] also promised to call me back and I never heard from him again; instead he called my husband at work, expecting him to stop making money to talk to him. And mentioning the oil pan? Just shows how fast Werner's can obtain parts and make repairs. And you didn't bother to tell us what engine is in the car, and we have no old parts to prove that any work was done at all.
As for the box of parts, shortly after the estimate was e-mailed to us, a special trip was made in our truck to drop off some parts. There is no trunk in the truck to take a box out of. In the box were a pair of brake tubes, an air conditioner and another unidentified part. We wanted to see how much it would be to install the a/c and save a little money on parts. At this time, we still felt like valued customers and believed that our satisfaction was expected. Instead, the brake parts were not used and no mention of the a/c was ever made. The other part was Art Deco, it turned out to be a vintage welding torch part. You were interested in it, so without my knowledge it was given to you. I disagreed but we stayed the course hoping that it would grease the wheels and get our car done! When we picked up the Mercedes over a month later, the box of parts was not in the car we had to ask for them. The box was crushed on one side and the torch head was missing. After treating us so poorly, misleading us and ignoring us, Werner's felt OK keeping this? Dramatic to say stolen, I did not accuse Werner's of anything other than failing to put the part back in the box, hence saying it was missing. [redacted] why do you think either of us will ever go back to your shop? You failed to put the part back in the box, you ship it or drop it off.
And that goes for checking the brakes, too. Really, why do you think for an instant that I would drop my car off at your shop for any reason? Fool me once, shame on you! I cannot believe anything Werner's says. Simply put, after spending almost [redacted] and countless hours waiting, you will not get anything else from us other than this review.
Finally, if the exterior of the car was washed, it was not washed well. There was a small puddle in the passenger door jamb causing more rust which I commented on when we were picking up the Mercedes. I was told it was washed. Looking at the trunk lid, it did not look washed so right when we got home I sprayed it with a little Windex and the paper towel was dirty. So, Werner's "wash" is less than expected, too. Who is to say a "detail" would be any better?