ReScore Reviews™ (2)
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.
My apologizes for the belt tensioner falling off and for the inconvienence you had when it fell off.
The car is all set and good to go, we will be returning it today.
We are not sure where your lug bolt tool is as it was not in the car when we worked on it, we never removed the wheel to do the job, it wasn't easy to do with the tire on, but we had to get the job done. Our service manager did call you asking where the tool was, you said it should be in the car.
Sorry for your bad experience at Upstate Imports.
You are more than welcome to bring the vehicle back to identify the source of the oil leak. If the leak is originating from our repairs we will be more than happy to correct it under warranty.
Regarding the speedometer work you requested, we have been unable to source the replacement part due to the limited availability of parts, due the 'early' model year of your vehicle. You were notified of this condition on several occasions. Sourcing factory parts for a vehicle approaching three decades in age from a company that is defunked will generally take much longer than your average car repair. We made many efforts to keep you up to date on the progress of your vehicle. I am sorry you felt it took too long to repair your vehicle. You were also not billed for any of the time spent with respect to the speedometer work.
Emmit an I spoke about the the pricing and he was correct about the state inspection price of $10 and he was indeed overcharged and the oil that was used was of a very high quality and did cost more than his previous oil change last year due to a lesser quality that was used.
Emmit and I have come to an agreement and Emmit is being issued a credit towards his next needed repairs.
While perhaps a legitimate point, not one to mame when customers are present. My car was done within an hour which I was glad about. As I checked out, even this process was clearly different than in previous visits. I was handed the bill to sign. As I read what was done, the clerk remarked that was all the things that was done and that I would get my own copy. While she did not say this, I was left with the impression that I need not review the bill but only sign it as I Will get a copy to read later.
While the front desk clerk was all business, there was no warm and friendly small talk that would make a customer'experience better and that would leave a positive impression on the customer. In fact, I was thankful to leave this negative, uncomfortable environment. This experience was very different than past visits where the front desk clerk was friendly, helpful and explained what was done to the car and often, someone from the garage wou,d also discuss the work performed. I hope this feedback is helpful and that the business sees a ckmplaint as a gift.
I will continue to recommend the shop in hopes that either it was an unusual day on the day of my visit and not typical or that the atmosphere will change as a rule of this feedback.
I spoke with Diane about her review and her experience.
We recently opened a second location and hired a new receptionist and service manager for the Bville location and they are still learning the new software and new customers and dealing with scheduling between the 2 locations.
Diane was just critiquing how the business was being handled (very much appreciated) and that I should know how she was treated.
I printed this out and let the employees involved read for themselves, they did not seem to realize how they mishandled the situation.
Diane is happy with her service otherwise and said she would be back.
Sorry for the disappointing service and thank you for the feedback.
Your car was towed to us with a dead battery and no start. Upon inspection, we found approximately 3 gallons of water on the drivers floor caused by a plugged roof drain. The water intrusion caused the vehicles' the Immobilizer Module to fail, resulting in the car not starting along with other electrical issues.
We do get cars in all the time with dash lights on i.e., SRS, ABS, Engine light, but customers do not always want us to diagnose those lights out. I apologize for not checking in with you regarding the SRS light.
I also apologize for the oversight on the radio code. We did not turn the radio on and therefore was unaware of this issue.
Regarding the rough idle, we did not notice this on start-up and your vehicle starter without fail once the Immobilizer was readded to your vehicle. There may be another issue present with the vehicle, unrelated to the Immobilzer.
Again, I apologize for your recent experience with us and hope that this Reponse helps clarify any questions you may have. We look forward to continuing to work together in the future.
Wendy - please accept our apologies for your disappointment in your last visit. The low coolant light can be triggered for any number of reasons, and not always present an external leak. We performed a thorough check of why your low coolant light was activating intermittently. This included performing a visual inspection for leaks (both on and off the vehicle lift); pressure testing of the coolant system; and lastly checking the vehicle diagnostics for any codes present.