Initial Business Response / [redacted] (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 warrantyThe parts provided to us were defective, the mechanic did the procedure properly and followed all guidelines and specificationsThe 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 decisionWe stand behind our work and parts quality and will warranty anything we sellthis 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 automobileWe 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 / [redacted] (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 lineI feel this was mechanic errorThey 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 beforeI do not feel the struts I provided were defectiveI do not feel I purchased defective struts different times from the same storeI feel this is Werner's way of covering their tracksI feel it was negligence on Werner's partI 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 greatBy the way, after the 4th strut sheared bolts, I could not even drive my car to that BMW dealershipI had to trailer my car to to that dealership before they could install the 5th strutIt was not even safe to driveIf 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 defectiveHe said he could not give me a discount on any parts or help me to find a replacement strutI decided then I would not take my car back to Werner'sThey made all these labor charges off of me different times for the same problem and should of been worried about customer satisfactionThey were notI would think a place of business would want customer satisfaction with return business and protecting their reputationWerner's did not seem to careThe 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 homeThey told me that the previous customer had told them a tire was leaking air on this carWerner's told me it was fixed but to keep an eye on itWhile 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 itI only drove it to and from their garageI 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 carI tried to work with them and give them the chance to fix my car but this did not happenI am very unsatisfied with their garageI would not recommend taking a car to anyone to be serviced by their garageThey have made no attempt to even meet me half way as to any solutionJust kept charging me! Final Consumer Response / [redacted] (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 soThe struts I provided retailed for [redacted] each and I expected them to be installed correctlyI do not feel they were defectiveI 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 strutsI also want to state that one of the struts Werner's had installed 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 themI appreciated having a loaner car provided to me so I was able to drive the hour it takes to get homeI left more gas in it than when given to meI was upset to think a garage put myself or any customer in a loaner car that was not reliableThe tire lost air while parked after Werner's had told me they had checked it out and supposedly fixed itThe 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 carMind you this was in December! I had nothing but problems with this garage and be warned if you use them! Final Business Response / [redacted] (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 partsOur recommendation was declined per the customerA 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 defectiveWe 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 issueThese 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 changeThis 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 aroseWe 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 / [redacted] (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 warrantyThe parts provided to us were defective, the mechanic did the procedure properly and followed all guidelines and specificationsThe 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 decisionWe stand behind our work and parts quality and will warranty anything we sellthis 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 automobileWe 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 / [redacted] (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 lineI feel this was mechanic errorThey 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 beforeI do not feel the struts I provided were defectiveI do not feel I purchased defective struts different times from the same storeI feel this is Werner's way of covering their tracksI feel it was negligence on Werner's partI 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 greatBy the way, after the 4th strut sheared bolts, I could not even drive my car to that BMW dealershipI had to trailer my car to to that dealership before they could install the 5th strutIt was not even safe to driveIf 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 defectiveHe said he could not give me a discount on any parts or help me to find a replacement strutI decided then I would not take my car back to Werner'sThey made all these labor charges off of me different times for the same problem and should of been worried about customer satisfactionThey were notI would think a place of business would want customer satisfaction with return business and protecting their reputationWerner's did not seem to careThe 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 homeThey told me that the previous customer had told them a tire was leaking air on this carWerner's told me it was fixed but to keep an eye on itWhile 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 itI only drove it to and from their garageI 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 carI tried to work with them and give them the chance to fix my car but this did not happenI am very unsatisfied with their garageI would not recommend taking a car to anyone to be serviced by their garageThey have made no attempt to even meet me half way as to any solutionJust kept charging me! Final Consumer Response / [redacted] (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 soThe struts I provided retailed for [redacted] each and I expected them to be installed correctlyI do not feel they were defectiveI 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 strutsI also want to state that one of the struts Werner's had installed 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 themI appreciated having a loaner car provided to me so I was able to drive the hour it takes to get homeI left more gas in it than when given to meI was upset to think a garage put myself or any customer in a loaner car that was not reliableThe tire lost air while parked after Werner's had told me they had checked it out and supposedly fixed itThe 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 carMind you this was in December! I had nothing but problems with this garage and be warned if you use them! Final Business Response / [redacted] (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 partsOur recommendation was declined per the customerA 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 defectiveWe 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 issueThese 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 changeThis 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 aroseWe 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