ReScore Reviews™ (2)
99% Would Recommend
Latest Review 2 days ago
Review for Gustafson Brothers Service Center
Judy K. on 11/08/2011
Judy said that the business test drove the vehicle and ruined the engine. She will negotiate with them on a plan to fix it. They had the vehicle for 3 weeks and they had to have it towed from the business lot. She would not recommend this business for the above reasons.
Review Created: 11/08/2011
This review was collected via phone interview by Customer Research Inc.
John G. at Gustafson Brothers Service Center responded on 11/16/2011
Judy, ordinarily we take customer complaints and use them as learning examples and as ways to further train our employees, improve our business, and service to our customers. Unfortunately this is one particular review where I must defend my staff and my shop. The vehicle came in for service, brakes, and other maintenance. During one of our test drives an engine noise developed and there was low oil pressure. When further investigation/repairs began and the valve cover and oil pan were removed, we discovered sludge from lack of proper maintenance and servicing. This sludge had caked on to components in the valve train and metal bearing shavings were found in the oil pan. The sludge and metal shavings are an indication that this had been an ongoing problem and not something that developed from a routine test drive. As you know pictures were taken to share the condition of your vehicle, and help you make a decision on how to proceed. We gave you your options and plenty of time to decide, which is why your vehicle was here from 09/24/11 -11/05/2011. Ultimately it was your choice to stop repairs, have the vehicle salvaged, and towed out of our lot instead of replacing the engine. If we made an error I would take responsibility for this repair, but unfortunately it was neglect and lack of maintenance that made this a bad situation.