ReScore Reviews™ (2)
Certainly not the specialists advertised. Overcharged for parts, and my vehicles were serviced by what I believe were non-factory trained mechanics. The owner does not represent accountability and in my estimation receives an "F" for taking ownership of his job. Warranty inspection of his work was not honored and I needed to file a complaint with the Better Business Bureau which has been printed on their site. By the way, Jeff Thomas, the owner, still refuses to look at my vehicle which under his terms is still under warranty.
Personally, I would not recommend this business as I feel I was overcharged for shoddy work.
Rich, we are sorry you are not happy with our work, I will state the facts again just like our conversation in our email correspondents as well as with the BBB.
You were told many, many, many times that we will honor our warranty if our parts/labor failed, you have never proven to us that anything that we did to your car has failed, you want us to look at your car to see if there is anything that needs to be warrantied, we told you that if it is not something that has failed that YOU would have to pay $67.00 for our diagnostics/lift time to cover the technician looking at you car and that if our part or labor failed, there would be no cost to you if it is a warranty issue. Nobody at this shop works for free.
We have never at any time told you that we would not honor our warranty. We stand behind our work 100% and our reviews speak for themselves.
Here is a link to the BBB of our conversation explaining everything. https://www.bbb.org/us/ny/syracuse/profile/auto-repair/upstate-imports-auto-repair-0041-235963566/complaints#445625943
Rich left a 1 star review based on the fact that he wanted his car checked out for free regardless if it is warranty-able or not, all the repairs we made on his car were needed since this car has been neglegeted for so many years, non of the parts we instralled have failed, and the Rich approved of ALL the estimates provided prior to any repairs being made. Dealing with Rich should have been an instant 5 star review by itself.
I am sorry you felt your time was wasted driving 2 hours in each direction.
You did not have a conversation with us prior to arriving about coil springs. You did however state that you replaced your tie rods and control arms.
We stand behind our work 100% and that means that we have the right to refuse working on a car if the customer chooses not to perform the recommended work required to do the job properly.
Broken coil springs do not pass NYSI and is unsafe to drive on, and does affect your alignment. Furthermore, seized suspension hardware makes the alignment adjustments impossible to perform.
The failing u-joint was noticed, and you are correct that we said it should not be driven because of that, when that joint fails, you will definetly know.
We do not judge a customer's finacials by the looks of their car, if you refused a tire balance, then so be it.
You recieved a free evaluation of your car before you go on a very long road trip to the Midwest, we are always looking out for the safety of our customer's and everyone else on the roads.
If you feel that we are wrong with our policies, please feel free to contact us.
After talking with you directly on the no start issue, it sounds like your stater is beginning to fail. Unfortunately, your vehicle was starting without fail while at shop for the sunroof and cruise control repairs.
We would be more than happy to diagnose the no start concern.
Now the air filter, first I would have to pull my records buy it has about 10k miles on it. I took the cover off tonight and it is very clean even down into the pleats and on the ends, which is the first thing to get dirty. So although they wanted me to change it there is absolutely no need to do so.
I am thinking I may protest this payment on my credit card as the only thing I know is that I have a new inspection sticker on my windshield so I will pay that portion, I am not sure if they actually looked at anything though.
David thank you for your review.
Your engine oil condition can be easily checked by removing the oil filter cartridge cap located on the top of the engine.
Do you know when your engine oil was last changed? Since the only service records we have for your vehicle have been for performing NYS inspections and no other services for the last 4 years and there is no indication of an oil change sticker present, we can only assume the oil has at least 5,000 miles of use on it and that it has been in the engine for at least 4+ years! Any competent mechanic will tell you, engine oil should be changed every year regardless of mileage due to redox reactions occuring at the first heat cycle causing oil degredation that worsens with time and results in the formation of sludge. This same concept applies to the air filter, it had a stamped date of 2005 present on the cartridge indicating it is original. Again, air filters should be changed on a mileage/time interval due to degradation and age-hardening of the filter material.
In addition, we recommended front brakes (original) and tires due to excessive tread chop. None of these services including the above-mentioned were mandated to you. You did elect to change the engine oil and nothing more. Good luck with your "well maintained" vehicle.
Kimberly - We are sorry for your experience at Upstate Imports. Your initial visit was to address a coolant leak, and diagnose a check engine light. We repaired your faulty water pump, addressing your coolant leak. The check engine light was for a multitude of different reasons with over 20 codes present (gas light was on with zero miles remaining for distance, some codes found for low fuel, recommended adding gas before diagnosing). We told you that the codes were cleared and to drive the vehicle and return to review what codes returned. At that time, only a handful of the previous codes were present. We advised you of the additional repairs required to resolve the check engine light, which you DECLINED. Your check engine light cannot be repaired if you decline the necessary work to correct it. And recall your second visit was free of charge to check for returning engine codes.
We are sorry that you are "Very dissapointed" as we stand behind what we do 100% and try to resolve any issues brought to us.
When a car fails NYSI for an Engine light, the light has to be reset and then the car needs to be driven to get monitors set. This is due to NYS' stringent emissions testing. The test drive was at "no charge" to you and after the test drive, the monitors were set and the DMV computer passed the car for NYSI.
We did charge retail price for the part, as this is standard practice for any repair shop when parts are purchased from the dealer (mark-up is how we pay our bills).
The damage from all the insect splatter should wash off, I apologize that I did not wash your car after the test drive.
You did not ask for a price on repairs, you only declined fixing the oil leaks at the time we told you about the MAF sensor. Later, you called back requesting a NYSI, which meant you wanted the repairs done to fix the engine light issue (still never asking for a price).
Customer stated the following problem with their car:
'CEL is on, at initial start up, vehicle sputters and smokes for approximately 30 seconds then evens out, boost shows negative.'
These symptoms are typical of vacuum leak(s) and bad spark plugs. Following performance of the vehicle diagnostics, we found codes for cylinder misfires and a fuel lean condition - both of these codes are consistent with the customers' stated symptom. Found codes: P0300 - random misfire; P0302 - misfire cylinder 2; P0303 - misfire cylinder 3 and P0171 - system lean condition.
Head gasket failure on the 1.8L VAG motor is very uncommon and is typically only due to overheating.
Hopefully, your second opinion is accurate, irregardless you will still need the broken PCV system replaced to remedy the fuel trim codes and misfire .
-50+ miles on my car I DID NOT drive
-Music blaring on a rock music station
-A/C blasting & sunroof down
-Seats pushed all the way back and folded down in the laying position
-Grease ALL OVER my custom leather seats
.... The list goes on and on. (I have a valet camera in my car and have proof of ALL of this, plus more!)
I not only called the Better Business Bureau, but I have vowed to never, EVER come back to this business again.
The main reason I wrote this review was to warn each and every car owner of this business. I hope this never happens to you and your vehicle, because this was my worst nightmare.
Hello Martha Raymond, I am shocked to see this review as we rarely have any complaints.
The purpose for the test drive was to:
A - Verify that the secondary air injection (SAI) repair was corrected with a software update.
B - NYS inspection requires that the monitors be set after an engine light is turned off to pass NYSI, in order to set monitors, the car needs to be driven though a variety drive cycles, which requires anywhere from 30-120 miles of driving (a call to the NYS DMV will verify this.) The repair order and your invoice both state the car was driven to set monitors for NYSI.
Radio station changed and blaring, I can not verify, but is not likely.
A/C blasting, it was a hot day, but can not verify that either.
Seat position - Matt (service writer/manager) drove the car to get monitors set, Matt is 5' 6" and he said he had to move the seat forward and bring the back forward to drive the car, so I am unsure how the seat was in a "laying position". I can not verify this either.
Grease on seats - I (owner) personally did the software update, it only requires a scan tool to update software, I do not get greasy and neither does Matt, we were the only two that were in the car, which if there were grease, I would have gladly cleaned it up, as I don't like seeing simple finger prints on the paint, let alone the leather interior.
ALL cars brought to Upstate Imports are treated the same, whether the car is custom or stock, thou I am unsure as to why your car is considered "custom". The car is not "supercharged" even though it has the "supercharged" emblem on the the trunk lid.
I am very sorry for your bad experience as this was your fourth time coming to us since July 2014.
A simple phone call for an explanation could have gone a long ways.
Sorry and thank you for your time, Jeff Thomas
I give Kudos to the SM Bryan as he ges out of his way to help but becomes the sacrifcial anode.
I have no patience for people so willing to waste my time and money.
Please find another solution.
- I am very confused by this review, as this customer came in requesting that we install 2 front wheel bearings (customer diagnosed) and perform an oil change (no special tools needed and no wrong tools used)
- 4 months later the customer insisted we replace both front wheel bearings again, but for us to warranty them. (his diagnoses again)
- Brian checked the car and found both front tires are "choppy" due to an alignment issue and suggested that the tires were the cause of the noise, customer said that was not possible as they were replaced 3-4 months ago.
- I installed Chassis Ears and test drove the car and found that the left front wheel bearing may be making noise, but hard to tell and said that I would warranty the left front wheel bearing. Customer declined the repair as he still insisted that I replace both front wheel bearing.
- Customer told Brian that he will leave a negative review if we do not warranty both front wheel bearings.
- I have no problems warrantying faulty parts when they fail and have even warrantied parts that were out of warranty, I stand behind my service 100%, but can not please everybody no matter how hard I try.