I was assured that they could work on my diesel car before I dropped my car off, but after 2 1/2 months and a lot of money, it's still not drivable. Then they gave up. If you have a import take somewhere else. I gave them a two because they were at least nice people.
1/30/20 - Thanks for your patience John, and we also appreciate your positive comment about our staff. Here are my findings: You presented a 2001 VW Jetta for diagnostics of engine smoking heavily and misfiring. You previously had extensive work done at another repair shop and did not have documentation of that work. You stated you’d already invested a great deal of money into diagnostics and parts replacement at this other shop. Coming in, we were handicapped with lack of info, not knowing what the other shop may or may not have done. Conclusion: In my opinion, there was no question, based on what you told us from the start, that extensive time and financial investment may be involved. Qualifications - This is one of our specialties, and we have one of the top, highly trained & experienced diagnostics techs in the area. We are known as the place to take a difficult vehicle issue. Dealerships often send vehicles to us, and we have loyal import car owners come from an hour away. Time – Initial testing indicated intermittent issues. As testing went further, you were scheduled into our shop flow as a priority. Even when not physically working on the vehicle, our tech was researching and using all resources at hand. He did many hours of work on his own time because he is committed. The vehicle was in our system a total of 2 months, from 10/28 to 12/31. Investment - Just as though you had gone to a doctor and they sent you for numerous diagnostic tests or tried meds without much improvement, our extensive tests and repairs did not completely resolve all issues before work was stopped. As with the medical example, there is value in what was performed - tested, eliminated as a cause, observations made, results recorded, improvements made, repairs performed. You have several pages of detailed tech notes. We also have photos & videos of several things found. If you would like to see these, please come by and we would be glad to show you. Your service advisor communicated with you numerous times (over 13 times documented) by phone and in person to update you or obtain authorization for additional work. It is our strict policy that work not be performed without customer authorization, and we will not exceed a prior estimate without approval. I found that was the case. Summary - We empathize with your frustration in having some vehicle issues remain after a significant investment. I would confidently say that we satisfactorily diagnosed and resolved over 99% of vehicle issues in the past 15 years. If I were at the front counter when you first came in I’m not sure that I would have taken on this very difficult situation, only due to lack of information and extent of what another shop had performed. But with confidence in our top diagnostic tech and a willingness to help you in a tough spot, your advisor took on this challenge. At one point, you decided you would not invest more money and work was halted. Please feel free to call me if you like. Ronda Whitford, Owner 1/15/20 - I could not locate any customer in our records named Joe with a diesel car. [Your original review said Joe was your name.] Can you confirm for me that you are John N. with a VW? If so, I believe I've found your repair history notes. Ronda Whitford, Owner 1/10/20 - I'm sorry Joe that your experience was not up to your expectations. I've started researching this visit in detail, and either I or Tina will get back with you soon. We work on a lot of diesel vehicles including imports, so I'm anxious to see what transpired from start to finish. Thanks so much for your feedback. Ronda Whitford, Owner
- I-86 Truck Repair & Auto Service