ReScore Reviews™ (4)
I believe you made a mistake. You forgot to put my new tire on. A simple mistake that is easy to make and easy to forgive. Instead of saying, sorry, we made a mistake or sorry, we didn’t get the chance to make your repair or sorry, we blew it...you chose to argue that the fault was mine because I never told you what I wanted.
By the way, in the history of “the wheel” as anyone EVER purchased a tire from you and NOT wanted it installed? Why was it my fault?
As I walked home I looked at the written receipt for the tire. I had been charged $28 for you to inspect and replace the tire. REPLACE. Why did you say that it wasn’t on the order? You had written it down and charged me for it.
Your saying “Sorry” afterwards and telling me you will replace the tire right away “free of charge” doesn’t cut it. “Free of charge?” You already charged me! Why didn’t you say sorry from the beginning and not tell me that it was my fault for not telling you I wanted the new tire installed?
Barbara, I too was sad to find out that someone dropped the ball and didn't tell the Technician that your tire came in. Joe told me when you came to pick it up. I offered to put the tire on then, and was told that you would just bring it back tomorrow. I didn't hear the part where someone doubted that you requested the replacement. To be honest, I think that Joe (in the office) really didn't understand what was going on and obviously handled it wrong. He is still relatively new. I want you to know, that that I value you as a customer and would like to make it up to you. It hurts me deeply when something like this happens to any customer, much less someone that has been coming here for a while like yourself.
I look forward to hearing from you.
Hi Kevin, sorry you were stunned by the cost of the repairs needed.
Checking out the right CV boot is not all that you ask for. You actually requested and paid for, a general check over of the vehicle. The items cited were the things that were found on the inspection. Without the inspection, you would have never know about the leaking steering rack that could be very dangerous.
As a goodwill gesture I would be willing to offer you a discount on any of the repairs needed.
Yes, an improperly installed ball joint does fail the Md. State Safety Inspection and rightfully so. If a balljoint ever failed at highway speeds, I can assure you, that it would be catastrophic.
No one wants to spend money that they don't expect, however, this is money well spent. I'm glad the technician was observant enough to pick up on it.
BTW, it was an additional $112. , not $120.
I remember this particular vehicle. It is a 16 year old ford Econoline custom conversion van. It came in for a check engine light, the customer paid $56. to scan for diagnostic codes. it had 3 different codes, which have to be diagnosed separately. In order to even see the engine on this vehicle you to remove all of the engine shrouding from inside of the vehicle, removing the customized shelving and such. It is very difficult to access anthing on this vehicle and is very time consuming. the customer thought the extra diagnostic time was too high. Unfortunately we have to charge for our time, like anyone else. This is just one on those vehicles that is going to cost more to service whereever you go.
Peter, I looked into the matter of the replacement of your left brake light bulb. After speaking to the technician who worked on the vehicle, he assured me that he replaced the bulb and it was working fine when it left here. Pehaps there is an intermittant problem with the circuit, or the new bulb is defective. Of course I would be happy to look at the vehicle ASAP to remedy the problem.
We try very hard to make sure our customers vehicles are safe, after spending the time and money to bring it in for service.
I prefer to support small/local businesses so I am willing to give Brentwood the benefit of the doubt. I did appreciate that Ed called me after the weekend to check in to make sure I wasn't having any problems with the car. I need to reserve whether I would recommend the place until I see how things work out.
Chaula, Please accept my heart felt appologies. I hate it when one of our valued customers has to come back even a second time, much less a third time. I have to tell you that electrical problems can be tricky. After the first alternator failed, we had to give the the company we got it from the opportunity to make it good. When it failed the sencond time, we immmediatly thought that something else could be causing the alternator not to work, like the corroded cabling that we found. As it turns out, the second alternator was the culprit. Strange coincidence that both were defective. That's why we went with a different brand.
I know it was a major inconvenience for you and if there is anything I can do to compensate you for your time, let me know.
These delays could have been avoided had the front desk listened when making my appointment and taking in the car. My experience with the front desk was less than stellar when I went to pick the car up, as the employee was once again uninterested in listening to and assisting me (picking up tags from the floor, no eye contact, brushed my comments, etc).
I sincerely doubt that I will be bringing my car back here.
Hi Megan, I am following up on your comlaint after speaking to the service advisor that handled your vehicle.
The first thing I should tell you is that our appointment scheduler in our software has a very small window for details, so things have to be abbreviated. We have a big sign hanging over the counter that states all phone quotes & instructions should be verified at time of write up. The only things that were on the input sheet that you signed, was an oil change, check for maintenance due and rotate the tires, if needed. The factory maintenance maintenance menu that we use does not call for a transmission change at your mileage interval. After you questioned it later, the technician checked it and recommended it. That did not hold the vehicle over another day, it was the tires that you agreed to do, that we had to order in for the following morning.
As far as the eye contact. I constantly tell the front office people to give customers their undivided attention. If that didn't happen I am truely sorry. If there is anything I can do to make it up to you, please let me know.
Sincerely, Ed Nemphos (Owner)
Hi Rebeca, again, my sincere appologies for the failure of the o-ring on the oil filler. We try to use only top quality parts, but unfortunately they too, fail in rare instances. I spoke to the Technician and he was deeply disturbed by what happend. Steven is a certified master Technician with at lest 30 years experience and I trust him implicitly. he said that when the car came back, That he replaced the o-ring and filled the engine with the proper amount of oil.
Since you traded the vehicle in, unfortunately it would be impossible to tell why the oil was low again.
Ed Nueslein 443.604.3177
Mike was rude and dismissive, did not perform any work and charged me $52 dollars to release my car.
Vimal, as I explained your primary oil leak was from a drain plug that would'nt tighten up. This problem was noted on your invoice.
Now that you have replaced the oil pan and fixed one other smaller leak. You should be good now.
Thanks for understanding the problem when explained and taking the necessary steps to fix it.
Please know that you are a longtime valuble customer and very much appreciated.
I was very disturbed to hear what happened to your vehicle John, we take great strides to ensure that our work keeps our customers vehicles safe and reliable.
After speaking with you about this incident, it appears that you will reserve judgement as to the cause, until the the Insurance company completes it's investigation.
John, please rest assured that if the fire was in any way caused by the work done by our shop, that I will take full responsibility.
Ed Nemphos, Owner
Hi Mike , I guess I should explain that plugging a tire is no Gaurantee that it will last for the life of the tire. The plug that we initially installed in your tire was done in July of 2014. This time we noticed that there were 2 plugs in the tire, somewhere in between the tire was plugged again by someone else. One of the plugs was leaking, we gave you the benifit of the doubt, but it would not exept another plug , the hole was too big, so Mike recommended replacing the tire. You became so upset by that Idea that Mike came to me and I suggested trying a patch plug from the inside, which I wouldn't normaly do when the tire was plugged twice. I'm sorry to say that this repair may not hold up for the long term either. If that's the case , it's time to buy a tire.
Unfortunately Mike, the Michelin tire that you have are expensive.
Josh, after investigating your complaint it was obvious that the service advisor misunderstood what position you wanted the new tire. I'm sorry that happened and I offer my sincere apology.
As far as the car having a dead battery when you picked the vehicle up. Nothing was reported to us about this. Remember we only did tire work on the vehicle and had nothing to do with the battery.Also there were several warning lights lit on the dash that you were informed of. Pehaps your vehicle needs a new battery.
I will be happy to test it for you at no cost to you.
The things I would expect from a good auto mechanic were not present. No word at all about breaking the door, or door issues until after I complained. Lights were left on which may have been the culprit in draining the battery dead.
No print out of suggested fix issues. No receipt that I can recall. Even an eyeball on safety is nice even if checks are not officially done, but that was not provided either.
In their defense, they seem like nice people, but nice people that want money for services correctly rendered, I can't say.
Alternative fixes were not suggested which even friends (read previous mechanics) pitched me. Those would have been nice as well.
Lastly, they claimed they changed the oil with synthetic. If this is true, they must have packed the engine full of dirt because the dipstick shows a very very dirty color. Dirtier than I have ever seen for synthetic oil in all my life changing oil.
When reading this review, I intervened immediatly, as I would with any bad review. I spoke to the service writer and tech to hear their side of the story. it turns out that Mr. AB had recently purchased this vehicle with an oil light on and was told that the oil pan needed to be cleaned out. After we made sure that the vehicle had oil in it, the customer agreed to test the oil pressure. There was no oil pressure. We told him that something catastrophic happened to the engine, we priced another engine and he declined to do it. He ask if there were any alternatives, we said that there was a remote chance that something was clogging the oil sump screen as the seller suggested. We gave him an estimate for taking the oil pan off to investigate. We absolutely told him that this was a long shot and that there was no gaurantee, he decided to take that chance. That was not the problem, there was still no pressure.
I spoke to Mr. Ab, he admitted that his door handle was already broken before and did not have an explanation for why he thought that the oil was never changed. If we had the oil pan off we would have had to put new oil in it. No one here left his lights on. He towed the vehicle back home, it is possible that his tow truck driver left something on.
I understand why Mr. Ab is frustrated, but can't understand why anyone would purchase a car with the oil light on.
I guess someone had to bear the brunt of his bad decision, I'm just sorry it was us.
Ed Nemphos , Service Manager