ReScore Reviews™ (5)
The customer's vehicle was towed to us for a no start condition. The vehicle started for us every time without any trouble. Without the vehicle failing to start, we could only test a few items. The customer was made aware of this, and given the option to pick it up or let us keep it overnight and see what happens the following day. Three sucessful days of vehicle starting, we both agreed that they should pick it up and monitor the situation. We charged the customer for less than half the time we spent on her vehicle.
East End Auto understands the frustrations of failing parts, however we can only abide by the factory set standard warranty. We take these reviews very seriously, and have taken the necessary steps to get the tow covered by Tech Net. Again we apologize for the parts that failed in such a short time, and will be speaking with the manufacturer to correct the problem.
David and his family have been valued customers at East End Auto for many years. Upon David's last visit he brought his older vehicle into the shop to inspect for a fuel leak. After inspecting the vehicle we found that the fuel and brake lines were in very poor condition due to rust. The fuel tank would need to be lowered to inspect further into the fuel line leak. We made contact with David to discuss price for lowering fuel tank and inspecting fuel leak. At that time we gave a very rough guesstimate on cost to repair fuel leak and explained that it is extremely difficult to give an estimate on rusty lines. Because of excessive amounts of rust on the vehicle it is unknown if other components wil come apart properly and will be reusable/safe. Because safety is our main focus toward our customer, we are unable to patch together something that could potentially be a safety hazard , such as fuel/brake lines. David then willing paid the $20 inspection charge and made no mention of being disappointed while I (Garrett/ owner ) spoke with David while picking up his van. In hindsight, I'd hope that a valued customer such as David would have voiced his concern with his last visit while we were talking in the parking lot and we could have resolved any disappointments at that time.
After speaking with Justin we found out that he was confused as to which company he took the survey for. He believed he was surveying for his aftermarket warranty company. Thank you Justin for your many years of loyalty to our company.