Ripping people off.
The missed request for the Oil Change was completely our responsibility and i personally would like to apologize for the oversight. This should have not happened and certainly does not meet our own expectations for our customer. Sun Automotive would like to comp the next Oil Change and will offer to pick up and drop off the vehicle. We have sent the appropriate coupon for the to take place and want to thank our customer for the time out of there day for the honest input.
One more story: the steering on this vehicle has not been working properly for a while. They gave me an estimate of about $1000 to replace the steering gear box. So this vehicle has been parked for two years, because the cost of repair was out of the budget. Seeing a need for it in the near future, I took a closer look at the steering and discovered that fluid was shooting out of the high pressure hose, a $20 fix, so I attempted to replace it myself. Unable to remove the nut, I again took it to Sun Automotive so they could replace it. Now the steering works great, but they charged me for 48 minutes of labor ($85) and didn’t even put the splash guards back in place, and they took the fasteners away so I can’t even put them in place until I find replacements. Now I’m no expert, but having supplied them with all the parts and steering fluid, there is no way it took them 48 minutes to replace a single hose and bleed the system, and yet they couldn’t even bother to put the splash guard back.
I understand that this vehicle is over 15 years old, but my family has been maintaining it to the best of our ability for 10 years and I want to keep it operational. An even if its old and junky, I feel it is important that if you pay full price for a professional auto shop to fix something, that they treat it like a brand new vehicle and fix it right the first time. I also think quoting the steering gear box replacement would be $1000 when it ended up being a $20 replacement hose says something about their professionalism.
Sun Automotive would like to respond to the situation involving Merle's vehicle. This incident was not related to the technicians ability but was an issue procuring the correct parts for the 1974 vehicle. Sun Automotive did have the vehicle for an extended period of time and for that we do apologize.
Trish had the vehicle towed in to Sun Automotive for diagnosis on the Hyundai Santa Fe. It was verified that the engine needed to be replaced due to internal damage. Trish elected to trade the vehicle in to a local dealer and the Dealer paid for the diagnostic charges as part of a trade in. At that point, they owned the vehicle it what was asked of us to explain the failure and repair needs. Because the dealership paid for the repairs and took ownership, we felt that honest disclosure was needed so that all party's were aware of the vehicles condition moving forward. We would hate to see a vehicle be sold to a customer without there knowledge of its condition.
Our records indicate that you are scheduled for service on Friday 4/4/2014 at 9:00 AM. If you are unable to make your scheduled appointment, please reply to this email or call (541) 746-6430 to reschedule.
This appointment is for the following location: Sun Automotive 255 S A St; Springfield, OR 97477
When my wife got there, they told her that she was not in their system for that day. She had to pick up the kids from school early that day, so there was a problem getting the car done in time. It ended up getting done in time, but only after many calls from her to the office. She was there at 10 minutes before 9:00 and finally picked up the car at noon! For an oil change. A little long I think. Hopefully there is not a problem like this again because we would like to keep using you.
Sun Automotive would like to take the oppertunity and appologize for the clear inconvienience that was felt on the part of our Springfield customer. During that time frame it was discovered a concern with the software that supported the schedule within our management system. We have corrected the issue and hope that in the future both the schedule and the service will return to our high standards. Thank you again and sorry for the inconvenience from the Springfield Team at Sun Automotive.
Sun Automotive was not able to align Cody's Charger that day as there were concerns with the "used" front tires he had purchased. Cody arrived early at 3:30pm that afternoon to pick up his vehicle. We offered to perform the alignment at No Charge the following day. Cody stated that he would return and we arranged to stop production to perform the alignment for him. Cody never arrived the following day. Sun Automotive will allways honor the alignment at No Charge for Cody and appologizes for the inconvenience that was felt on Cody's part.
The Team at Sun Automotive imeadiatly contacted Joe Felton to try and resolve the issue regarding the GMC A/C concern. We offered to pick the vehicle up and at no charge, attempt to find a very slow leak in the A/C sytsem. After 24 hours with a special Dye, the leak was found which turned out to be difficult to detect. The leak also produced a green tint that was thought to be coolant but was not. The noise was found and also found not to be related to the front brakes. Sun Automotive Re-delivered the vehicle to Mr. Felton again at no charge and he was very pleased. We will attempt to always do the right thing by our customers as they are the most important to the success of our business.