ReScore Reviews™ (1)
I am so sorry that Fred decided to be so negative in response to what was a very simple transaction. His response is inaccurate in that we did not take 4 hours to do a compression check, and we did not tell him that we wanted $3400 to "balance his engne". We did perform a compression check and we found that he had two dead cylinders, meaning no compression at all in those two cylinders. We stated that the problem was either a head gasket or bad valves and in either case, the cylinder head would need to be removed. We did give this gentleman a quote of $3400, but it was for a top overhaul on both cylinder heads of his V8 engine. We never used the words "balance the engine" and I don't know where he got that terminology. Balancing engines is a specialty performed by very few shops and has nothing to do with a repair. Obviously Fred did not like the result of his visit here, but his total bill was $149.50 which he paid. We have his estimate on file, and we are unhappy that Fred is unhappy, but his review has nothing at all to do with reality.
I am the owner of Lakewood Lube and Repair. I'm very sorry that you had such a bad experience at my facility. I know that I can't make you happy about this, but I do wish to clarify a couple of things. A computer diagnostic was performed on your vehicle, which produced two codes that pointed to a catalytic converter problem. Preston gave you a quote based on those codes, which was a mistake on his part, and I have had two long conversations with him about why we cannot produce an estimate based only on computer codes. I am so sorry about this, but Preston is new to his position, having spent nearly five years at Jiffy Lube, which does not do technical diagnostics or repairs.
I take full responsibilty for this situation, but even the best of training is no substitute for real on-the-job experience. I was not in the shop when Preston called you with his quote, and this would not have happened had I been present. I know this does not make you feel any better about it.
I was here when your son (presumed) picked up the car, and I had a nice conversation with him at that time. I very clearly told him that the quote was a worst-case scenario, and that these codes could be repaired in several less expensive ways, depending on what further diagnostics revealed. I clearly told him that this problem could be as simple as "an air or vacuum leak, or even a broken vacuum hose". I know that if you ask him he will affirm this. He is a very nice and well-mannered young man and we had a clear and distinct conversation. He responded that he would just have to "see what his parents want to do".
Sometimes, we make mistakes. But, we did not overcharge you, nor sell you any parts that you did not need. We did not complete the diagnosis on your issues. You were charged a very minimum amount and told that it could be a simple problem. At this shop, we do not cheat anyone. I'm so very sorry for Preston's poor approach in this matter, but you would never be charged such an amount unless futher and complete diagnostics led us to conclude that this was really needed. I am confidant that Preston has learned a big lesson, and that this will not happen again. And, again, I am very sorry for your concern and loss of faith in my shop. I wish I could do more than apologize, but that is all that I can do.
John Paul Jones, Owner
Lakewood Lube and Repair