ReScore Reviews™ (5)
It was our pleasure meeting you!! I know we went back and forth and dealt with the warranty company, but we loved gaining you as a customer through it all. We are here for you, and your children, for all of your automotive needs should any arise in the future. Thank you for your review!
Now as far as Mercedes Benz is concerned, once again I was the one who made the comment to your mechanic that at one time MB service manager had said that this was an issue with this model. The MB service manager knew my vehicle was not leaking oil and in fact just told me to keep an eye on it which I did whenever I took the car there for routine Service A or B maintenance. The point I am making is that this car did not leak oil until I brought it to your shop.
To tell me that that's just the way it goes and all mechanical things have a life span is hard to take! I understand you being protective of your business and I would do the same thing but I'm here to tell you that I have no reason to lie to you or anyone else. I ran a business as well and when we as an organization ran into these type of situations it is best to listen to your customers. Now I ask you if our rolls were reversed and you had me fix something that I did, and you continued to have problems with it when you had no problems before I worked on your product would you be satisfied? I don't believe you would!
By the way I didn't ask for any money back in my earlier reviews. So I don't where you think that was what I was insinuating.
We respond to all of our reviews here at Theo’s Automotive – good, bad, or indifferent. If you can see the dates of responses, you will notice we have not responded to any review since before you sent your original review the on April 13th. We were short staffed in the office last week, and I myself was out of the country so I personally have not had a chance to respond to any reviews since April 9th - even the good ones. I do apologize that you have not gotten a response until now. As far as your complaints go, when the car came in the second time, we addressed the obvious leaks first which was the oil filter gasket (which we replaced and cleaned off at no additional charge, as we had just done an oil change with your last visit). When the car came back again, we found the transmission cooler lines to be leaking, which you had us fix. When the car came back in January, after your trip, we did take multiple pictures, which is standard procedure. We do this for various reasons on any number of vehicles we see and in cases like these where we need to show that the work we have done is holding. Additionally, when you brought your vehicle back to us in January, you had told us that Mercedes Benz had previously told you about the oil cooler leak prior to ever coming to Theo’s Automotive, however they told you it wasn’t that bad at that point. We looked over the car and confirmed it was the oil cooler at which point we informed you that the leak had nothing to do with our previous repair and that the previously mentioned leak had worsened. Do to the fact that you weren’t happy with this response from us, we recommended taking the vehicle for a second opinion and letting us know what they say. This negative review is the first we have heard from you since that day. We are sorry that you are unhappy with your experience here, however, the issue you have with your vehicle is unrelated to work performed here and was a pre-existing condition that you yourself have even admitted to knowing about. It is absurd and misleading that you claim your vehicle was not leaking prior to bringing it here to us knowing that Mercedes Benz had already informed you of the leak. I believe from your nasty review that you are trying to justify getting a refund on the needed work we completed on your high mileage 170K+ ML320, in which we stand by. As you can see you from our 100s of positive reviews that we are honest and dependable, we stand by our work.
Happy to be here for your automotive needs for the past decade! Thank you for your five star review and taking the time to give us the recommendation.
Mr. Garber, I can not thank you enough for the kind words you've expressed about our automotive shop. We strive to keep repeat customers as yourself and we pride ourselves on being honest, reasonable, and upfront through all of our repairs. Customers as yourself make it easy to keep providing quality work. Thank you again!
Thank you for the recommendation! If there is anything you need in the future please do not hesitate to contact us.
Mr. Press, I'm sorry to be getting back to this review so late. I hope that Glen, our shop manager, was able to work everything out and correct your situation. It was a pleasure meeting you and your family and I do hope that we will be able to continue to service your cars in the future. If there is anything that you feel was left unresolved please contact the office. We would LOVE to keep you as a customer.
It's easy to provide great service when we have great customers as yourselves. Thank you again for your years of continued business, kind words, and recommendations. Having a customer basis that is like family is what we strive for and we love having you as part of our family!
Thank you for your five star recommendation! It has been our pleasure servicing your vehicles for the past decade.
Thank you for your recommendation, taking the time to write a review, and for your years of continued business! Customers as yourself keep us going and being able to provide the best work.
It was quite a pleasure meeting you! Thank you for your recommendation.
Thank you for taking the time to recommend our shop and continued business!