The team at Superior Auto Repair was saddened to read your feedback from the recent visit to our shop involving the AC system of your 2010 Ford Focus. It is never our intention to disappoint a customer especially one that has used our services for close to 2 years. However there are times that unintentionally a secondary part weakness will pop up after a major repair, like in this case with the AC repair completed in June where major components were replaced as dictated by the condition presented at that time. It is not standard practice to replace ALL AC system components when doing a repair, only those that have failed, as replacing everything would make the repair costs astronomical. But when working with a 10 year old vehicle with 171,000+ miles it is not surprising that once a system is repaired other components may fail because of age and miles as happened here with the possibility of other components failing in the future. In order to determine the cause for the AC not being as cold as it should, the technician needed to evaluate the system. Yes we did charge a fee to find the cause but it was only half of the norm to perform the evaluation/evacuate & recharge to follow the dye path. So even though you felt we did not provide any consideration, we actually did. We do hope that you will consider us for future vehicle needs and continue our relationship as part of your vehicle care team.
The SAR team is surprised by your comments. All customers are informed of charges prior to start of any work and have the opportunity to decline. During this visit, we were asked to evaluate a loud exhaust condition, provide estimate to repair condition and complete an oil change. To properly repair the issue with the exhaust is quite pricey because the y-pipe needed is a limited availability, dealer only item since the aftermarket part suppliers do not have product for this application. We will always provide less expensive parts options, if available.
Glad to hear that our repair has the vehicle running fine and back on the road safely as compared to how it arrived at our shop. We understand how you may feel that your unexpected vehicle repair may be a bit pricey. People come to Superior Auto Repair for vehicle maintenance and repairs because we have factory trained, skilled technicians with decades of experience. Our goal is to get your vehicle condition diagnosed and repaired with quality OEM (Original Equipment Manufacturer) parts in a quick, efficient manner to get you back on the road safely, in most cases the same day, as in your case. Our pricing is competitive with other independent repair shops using the same quality parts and level of trained technician. There is always someone in any trade or business type who will do a service or a repair for less money but not always comparing like materials and workmanship. We are disappointed to hear that you feel our pricing was a bit high however, we hope you find the value in our service level and quality and may give us an opportunity to earn back your business.
Amazed by your comments regarding your recent visit to our shop. Before we began the requested work, we informed you of the pricing, the process and you agreed to time and price by signing our estimate/repair order. The task on the vehicle took longer than the time you mentioned but we completed as promised. We are saddened that you feel less than satified. We welcome the opportunity to assist you with a future need and earn your business.
Then when I picked up the car and started it, it was still making the same noise! They hadn't fixed it at all!
They went on to say to diagnose the problem would be very expensive and they (mechanic and manager) thought I "should just drive it!"
How do I feel? Like they keep old parts on the bench to show (older) customers, set the car aside and then call us to get over $400 from us. What a total RIP off!
We appreciate the opportunity to assist you with your vehicle needs. In order for us to properly diagnose a condition and provide an accurate estimate of repairs it is our shop policy for us to scan for all stored and history codes even if customer has already done so. It can be a slippery slope when a vehicle comes in pre-diagnosed. We have encountered on numerous occasions, where there was more to the reason for the engine code that required further digging. A vehicle owner may not agreed with our precautions, but especially when dealing with vehicles having 193,000 + miles, anything is possible. In regards to the AC, we did perform a A/C test which included bringing the refrigerant level to the manufacturer specs along with injecting oil and leaking tracing dye. We immediately detected a severe leak at the systems evaporator core, which could take days or hours before all refrigerant leaks out. We will admit we left the AC valve caps off in error. (We are human!) But refrigerant does not leak out because the valve caps are missing, the dye trial clearly shows the culprit. There are times that we have to be the bearer of news that a vehicle owner really does not want to get. All charges were explained prior to diagnosis/work being performed. This situation appears to be one of those times.
I also felt the price quoted for replacement of rear rotors and pads was too high.
Best compliment any business can receive from is a customer is that we are trusted! Providing knowledge of services and vehicle needs are of utmost importance for customer peace of mind, shop credability and to earn your repeat business. Thank you for choosing us to be a part of your vehicle care team and we look forward to assisting you for your next service interval.
Pleased to have you return to Superior for your vehicle service. We miss Don as well but glad that you liked your interaction with Lori. Thank you for giving us another shot at earning your business. We look forward to seeing you for your next service interval.