Chandler, we are sorry you had this experience. When you brought your vehicle to us on March 29th, 2019 you stated it would not start and asked if someone could pick you up at home and bring you to work, which we did. After testing your vehicle, we found that the battery and the alternator tested bad and would need to be replaced. You and your father discussed openly in front of our other customers how you could get the part cheaper and do it yourself. We agreed, as any "do it your self" project you will save money doing it that way.
You towed your vehicle away and declined our services. We stated that we would reimburse your towing as we did with all our customers. Then you towed your vehicle back to us on April 9, 2019 after 518 miles were put on your vehicle. You stated that our "diagnostic" wasn't correct and your car would not start. Although we did not do the repair and the vehicle had been driven for 518 miles, we provided a free test (value of $79.95) to determine your vehicle's issues. We found and informed you that your battery and alternator are testing ok, but that you had a new problem, which is a voltage drop from battery (which is located in trunk) to the postive jump start post underhood. We informed you this would take additional testing to determine the problem. However, we decided at this time to decline to test or make repairs on your vehicle due to our first interaction, as it was not satisfactory to you. Sincerely, Danny and Kelley Crawford
We advised Ms. Davis that her engine needed to be replaced. She declined the repair.
Unfortunately we did make an error and forgot to use the customer supplied oil as they requested. We apologized for the mistake and to make up for the error we changed the oil with customer supplied oil and provided free labor for installing spark plug wires.
We are up front with our customers on diagnostic charges for Check Engine lights and other components that may not be working. If we are able to diagnosis the problem/issue fairly quickly, we only charge half the diagnosis fee. Unfortunately, this customers' personal extended warranty did not cover diagnostic fees on three of the visits that required diagnostics for check engine light or non-operating parts (6 visits total in 2015).
They struggled to reset my Toyota sensors, but so does the dealership where I bought it. They wanted to disagree with me about some of the reset issues with sensors in my car, but did finally do as I asked once I said, “we should make a bet” on who is going to be right.
My biggest issue is that they wanted to replace a “cabin filter” for $107. I asked what this filter does and was told it cleans the air coming into my car. I will die of smog inhalation before I will pay that for a filter replacement. Further, upon some investigation it appears that is a highly inflated price. I work too hard for my money to be sold nonsense items. Luckily, life has given be experience enough to say “no” in these types of situations, but I don’t feel it’s right to even offer that to customers without fill disclosure of the necessity of the filter (which is about zero).
The owner was great once he was brought on to assist with some of the sensor issues; and, overall I have heard good things about this company. I believe today was not the best experience and hope it’s better moving forward.
I will say that they are having me come in tomorrow to find out what the engine light issues are. But this isn't the service I've come to expect from the Auto Shop. Maybe someone was having an off day.
Per James' request we left spark plugs out of engine, Van was towed to and from the shop with worn out engine that does not run. Sorry for any mis-understanding.Danny