Hi Tahira, I'm sorry to hear you did not have a good experience at our shop. My name is David and you are welcome to reach out to me directly if you would like to discuss what exactly left you unsatisfied. I did review the invoice and ran the work performed through RepairPal which is a leading 3rd party auto repair estimator. Their range for the work we performed was $855-$1,115. You ended up being on the very low end of that estimate PLUS we provided a 2yr/24,000 mile warranty on both the parts and labor. We've been here for over 20 years and we're the largest shop in the area because customer satisfaction and great pricing are our priorities so I'd love the chance to chat with you and make you happy with the situation.
I had my AC checked for cooling problem but the work was incomplete. AC was recharged and billed for $121.26, and I was instructed to return in few days to check for leaks. This after dropping off the car at 8AM, and picking up after 2PM. I will have to rethink whether to continue using PA for repairs.
I'm sorry that the service wasn't up to your expectations. I spoke to our service writer and we've added notes to your file so next time you're in for service there should be no repeat of the issue with the TPMS.
I'm not sure where your comments regarding previous ownership are coming from because I checked your service history and it started in 2009 which is after I became the owner of the shop so it's been the same ownership during your entire time with us.
I constantly work with the service writers to try and make sure every customer gets great service and I'm sorry that we let you down; hopefully we can exceed your expectations the next time you need service.
I'm sorry to hear about your experience. When you scheduled your appointment we were expecting a full staff on Monday, unfortunately, we had 2 people call out because of the holiday weekend one of whom does a good chunk of the diagnostic work.
I would hope that after 6 years of providing you with excellent service that you could overlook this singular event and give us another opportunity. If you'd like to bring the car in at your convenience on a Saturday I will make sure you get priority service and I'll do the diagnostic work at no charge to you. We also have Lyft & rental car services available if need be if you would like to handle this during a weekday.
We value our customers and do not want to lose you over an unfortunate situation like this that was outside of anyone's control.
It is the responsibility of those who are victimized to hold the violator responsible.
This is how we protect one another and take back our power.
I'm sincerely sorry that you believe that our service writer acted without integrity. After reviewing the situation at length and having a conversation with you it appears that our service writer delayed because there was an inconsistency between the service you originally requested and what the manufacturer recommends for your car.
Both the service writer and I apologized that you did not receive the voice mail requesting clarification and I even offered you a complimentary oil change for the inconvenience.
I am sorry that we were not able to satisfy your auto repair needs and you feel that we did not have your best interests at heart.
I'm sorry that the problem wasn't fixed. When you get a moment please bring the vehicle by and I will have a technician continue to checking to determine the on-going problem. Unfortunately there are times when the obvious problem(failing struts) can mask a secondary issue.
I apologize that the problem wasn't fixed right the first time, but we'll stay on this for you until the issue is resolved.
They call me on Friday the day after Thanksgiving and tell me they need to order an $1100 PCM which is the reason why my check engine light remains on. They say that the part has to be ordered and I have to leave my car with them from Friday until possibly into the middle of the next week. I brought in a car that drove perfectly well and now they’re telling me I won’t have a car for four or five days. I told them that that was not acceptable and they put my old PCM back in the car so I could drive home and come back when the PCM was delivered.
When the part did arrive after I prepaid about $1100 I scheduled to have my car brought in the following day when the programmer for the PCM would be available. I get a call later that day saying my car won’t be ready because the programmer has an emergency and couldn’t perform the work.
The next day I receive a call saying my car is fixed and I can pick it up. Then I get a call shortly after with them telling me that my car was taken for a test drive and the check engine light was still coming on. That’s when they told me that they needed the car longer and would pay for a rental car from Enterprise. One week later they tell me they took the car to the Toyota dealership and that perhaps another $5000 would have to be paid to fix some electrical wiring in my car. I said I need my car back and drove off with a car that they couldn’t fix after I had already spent $1100.
What really bothered me was the lack of communication and follow through.
I apologize if you do not think we clearly communicated the needs of your vehicle to you. We have notes in our system regarding several recommended repair items so I'm not sure what you are referencing that we missed. We try very hard not to recommend services that we don't think you need. We always try to act with integrity and I apologize if that makes you think we missed something. The nature of preventative maintenance makes it subjective in nature, what one technician thinks is a part ready to go, another may think has plenty of life left; however our technicians have years of experience and while nobody is perfect they have done a good job over the years hence the reason you have been a 13 year customer.
It distresses me that a single miscommunication would cause you to re-think a long-term relationship. Please contact me at the shop to discuss the matter further so we can allay any concerns you have.