When I learned that other mechanics in the area charge well over half for the same service, I called Rusty’s and was told that’s what they charge for labor and that there was no mistake.
The employees are polite, the shop dog is cute, but those labor charges are way too high, and I won’t take my car to Rusty’s Garage again.
thank you for taking the time to voice your concern...it’s really the only way we can improve on areas that need it. First of all I’m sorry for any bad taste we left in your mouth about Rusty’s Garage. In this instance this is poor communication on our part and 100% our fault. And my technician thought he had two separate items to address and the additional $140 was for diagnosis of two items and then the $160 was for the air-conditioning service. That was not conveyed to you properly, if at all. So please know we are as unhappy with the customer being surprised by price as the customer is. We are happy to refund any portion of this ticket that was not conveyed to you upfront. Again please except our apologies and know that we wish to make every customer very happy with our service.
I'm now wondering if Rusty's even replaced the parts they claimed they did and whether they even needed replaced.
And to top it all off, my truck broke down this morning and it was the wheel barring, not the entire "ball joint hub & wheel speed sensor". My guess is they would have replaced the wrong parts, or only the actual barring and still charged me the full assembly price.
2nd top it all off, they worked on my rear brakes and now the parking break is acting up.
OK, Let's take this one item at a time. 1st, we don't lie. And I also agree with your mechanic friend about ball joints, they probably won't cause a speed sensor to "burn up". But we never said anything about your ball joints. We told you that your hub bearing is bad, noisy and in need of replacement. We also said that the bearing, not the ball joint, could burn up the wheel speed sensor (a part of the hub). I gave you a quote for a hub bearing, (Timken parts and labor $580) you declined the work...that's completely your prerogative. 2nd, You dropped off complaining of rear brake noise. Our initial test drive confirmed the brake noise back there and we didn't hear the severity of the front noise then, until we fixed the rear brakes and test drove again. But that point is mute because we had already quoted you the front wheel bearing repair. these problems are progressive. The fact that the front bearing worsened to the point of "must repair now status" does not make this my fault, or me a liar. I do regret that we didn't hear that front noise louder initially, so that we may have pressed the issue harder. But we didn't lie. BTW, we too gave you a lower cost (and lower quality) option...but we choose quality first! And lastly the parking brake. You said "the pedal is way easier to push" after our repair. I came out to your truck and showed you that your parking brake was working perfectly. You agreed! So please elaborate on what you mean by "acting up". And bring them back if you think there is an issue and we will take care of it ASAP.
I'm sorry your last experience at Rusty's Garage was not what you had hoped. I certainly dropped the ball by not communicating to you the value of our service. For instance, our $71 battery install carries a five year warranty.You can't find that anywhere in the industry. So rest assuredYour money was well spent and you'll not have to worry about that battery for at least five years.Sometimes repair costs are very high, but please know Rusty's Garage is not "just another repair shop". Our customer service and warranty far surpass any other shop. And since I didn't communicate that very well, please accept our appologies and a complimentary Premiun Oil Service from us on your next visit.
I am sorry that your truck needs more work than you were willing to do, but to be fair, you DON'T have the same problem you came in with. Your vehicle (with more than 200,000 miles on it) had several issues and multiple engine trouble codes when it came in. As well as an extremely dirty intake and a fouled throttle body, due to lack of maintenance. So the $700 you spent included those issues mentioned above along with diagnosis and us addressing the oil pressure problem. We discussed this with you and you approved all of these things. We would have loved to have resolved the oil issue as well, fortunately that issue needs further work.
I'm so sorry about you bad experience at our shop yesterday. I will make no excuses, and only add my frustration to yours. I do not want this to ever happen again. I thought we had procedures in place to make sure we don't allow issues like yous slip through the cracks. Obviously we still have work to do in that area. I will make the necessary corrections here and while we may have lost you as a customer, at least we will not drop the ball again like we did with you. As you know from your previous visits and from other reviews this is not our SOP. Again, I'm sorry.
Sorry for the bad communication Randy! I am happy to refund the money if you found a deal on a battery you would have taken elseware. I thought we were only talking the $30 diagnostic fee when you picked up the car. Our battery has a nation wide 42 month free replacement. I believe that's the best in the industry and is a little higher on the front end but cheaper in the long run. Again I apologize, no excuse for bad communication. Let me know what you'd like me to do and I will.
Hey Phillip, you never mentioned you wanted a cheaper fix when you approved our quote. The price we quoted was for a factory part purchased from a Ford distributor. We don't shop Amazon for cheap parts that take a long time to get that we can't warranty. So with our higher priced part you're guaranteed 3 things. 1st the right part (if we wait on the Amazon part for 2 days and it's wrong...then what?) and 2nd, quicker repair (you said you needed the car by 1:00) then 3rd, a two year warranty that we can't do with Amazon. However we are perfectly willing to do cheaper, riskier, no warranty work...but that's not what we recommend.
I'm sorry we made a mistake while repairing your transmission. There was no indication after repair that anything was wrong, it drove great. We didn't try to duck or dodge responsibility, we owned up and certainly tried our best to correct our error when the truck came back. We will stand behind our repairs and never leave you "hanging out to dry". My hope is to regain your trust somehow, until then, please accept our apologies.
I’m sorry Bob, I’m Not sure how that happened, but I will take care of it. I have $12 for you. We can credit your card back or give you cash or a credit here at the shop. Please accept my apology, I don’t ever want to say one thing and do another. Please let me know which one works best for you!
Jack, I'm sorry we told you $100 and didn't remember. I'll happily refund the $58. $158 is the normal price for Evac & Recharge, we do run specials for $100 from time to time. If you would have reminded me of that while you were here I would have done it for $100. So come get your $58 and please accept my apology.