Bad service, Slowest mechanics ever, Lied to several times, Charged for materials not used
We were out of town & blew a radiator hose on my truck, It was raining so we stopped there to let them look at it. I told them the bottom hose blew but the still charged me 59.99 to tell me this, The boy said it was split in the middle & had to be replaced ( Lie # 1),They said no one had a hose & it would have to stay the weekend,I told them I would leave w/ it then, All of a sudden they found a hose near by,( Lie #2) After waiting 3 hours the Slow mechanic comes out & says they sent the wrong hose, I told him to let me see my hose & it was a small split right at the radiator, Told him to just cut it off & put it back on. I could have done this in about 10 minutes myself, Two & a half hours later its finally done, Cost me 223.50 to have my own old hose put back on my truck, To top it off they charged me 43.48 for 2 gallons of antifreeze Which I knew was Lie # 3, b/c I saw the boy getting water from the sink & putting it in my truck,I asked the receptionist about this & she said he checked two gallons out of their "cage". When I got home I tested the antifreeze,Trucks not even protected to 32 deg F, The Only antifreeze in it is what was in the motor during the work, Very Sorry Service!! Exactly the way you expect to get ripped off When you break down in a Strange area & don't know anyone!
I want my 43.48 back for the Antifreeze they charged for & didn't put in my truck, & Also in the future Treat people in a bind a Little fair!!
Contact Name and Title: ******* *****
Contact Phone: XXX-XXX-XXXX
Contact Email: **********************@gmail.com
Thank you for taking the time to address and communicate your dissatisfaction and concerns with the service you received as a customer of DriveTrain Automotive. We greatly appreciate that you have brought this situation to our attention and have every desire to respond to your issue with the hopes of regaining your trust in our company.
Much attention and investigation has been given to this matter. After comparing your description of the events and detailed accounts from the employees involved, I have found disagreements between the two. With acknowledgement of your discontent and unhappiness- I do agree that avoidable errors were made. However, I assure you they were not intentional, as I hope to explain below.
The first issue brought to our awareness is your opposition to the $59.99 diagnostic charge. As mentioned, you had assumed that your "bottom hose blew" when you initially brought your vehicle to our shop. While we would like to save time and energy by trusting what each customer believes is wrong with their vehicle, it cannot be done. Thousands of dollars and hours would be lost on both ends if we fixed every vehicle based solely on our customers' assumptions instead of allowing our highly experienced, trained and certified technicians to figure out the exact problem and repair needed. We perform a diagnostic and personally inspect every vehicle out of good faith towards our customers. The $59.99 charge is for the time and labor that our technician, Dustin, spent looking at your vehicle to determine the issue and repair(s) needed.
After ********* inspection, he found that your radiator hose was blown (as you had suspected) and that it was "split in the middle and had to be replaced". Whether the nature of the damage was poorly communicated or misunderstood, the information relayed to you was not a lie. The radiator hose was split in the middle. It had separated and the split ran through the middle of the hose (parallel) rather than simply across it (perpendicular). The hose was actually damaged at the end connecting to the motor and had originally blown due to the stress on the system. Because of the stress on the hose and the direction of the split, Dustin was afraid that we would send you out of our doors only to break down once more for the same reasons. This is why he suggested that the hose be removed and replaced entirely instead of simply cutting away the damage and putting it back into place.
I will admit that having the wrong hose sent to us was a serious issue and delay of time (yours and ours). Unfortunately, I cannot pinpoint where the fault lies in that error. Regardless of whether the wrong hose was ordered by us or delivered by ********** I can promise that it was by accidental mistake. As with any business, our employees-and the ones from whom we order parts- occasionally make errors. Although we frown upon these blunders and take extreme care to avoid them, I realize that they do happen and ask for your understanding as well. We did not knowingly order the wrong radiator hose or have any intent to lie to you regarding its availability.
The antifreeze removed from our supply closet inventory was used in your vehicle. As you remember, you had already put water in your truck to make it to our shop in the first place. The size of your vehicle's motor requires a large amount of antifreeze and it would take more than 2 gallons to replace what you had previously lost. This is why you found that the truck was not protected to 32 degrees when you tested it. We did charge you for the 2 gallons of antifreeze used and should have explained that more was needed to regain the amount previously lost. I apologize that this was not explained and that you were not given the option to purchase more antifreeze.
Lastly, your discontent involving the "slow mechanic" and any confusion regarding his conduct has been taken care of. While ****** diagnosed your vehicle, the work was completed by a newly hired mechanic. He is no longer an employee of DriveTrain Automotive and I am sorry for your experiences with him. We truly do value your honesty concerning the actions of our staff. I admit our failure to recognize the need for his removal sooner.
I am extending our sincerest apology for the unsatisfactory customer service you received at our shop. We understand that every vehicle is a great asset to our customers and aim to treat each as we would our own friends and family. Opportunities to gain your trust were missed by our lack of detailed communications with you and failure to meet your expectations.
Again, I would like to thank you for taking the time to communicate your feedback, as it will assist us in making changes to becoming a better business. It is my goal to take all action required to prevent this problem from occurring again. Please accept our apology and know that we have focused our attention and efforts on making sure to consider your concerns in our company's future actions.
********** Automotive ************ ****
(The consumer indicated he/she DID NOT accept the response from the business.)
You just proved my point, You say that ****** found my radiator hose split in the middle? The middle would be half way between both ends, If this is True, How did they Finally cut off a couple of inches & put it back on the radiator?? As for your 59.99 Diagnostic, I was parked out by the road in your front yard, He walked out, I said its split right there & he said yep that's it. As for the anti freeze, I walked back to your shop 6 or 7 times while you slow Mechanic, was filling my truck, He was filling a greasy old anti freeze jug in the sink & walking over to my truck & pouring it in, There were No new Anti Freeze jugs anywhere around! This is why I asked the owners wife if she was sure it was put in my truck. Keep your money, If I broke down in front of your business tomorrow, I would Walk to any place that would treat me fairly, Much less waist 5-1/2 hours of my time. By the way, I saw you rip off a guy from Texas on a Uhaul car hauler trailer while I was waiting, After he paid 500.00 to rent the trailer he found the lights wouldn't work, He asked to swap for the car dolly out front & you told him it would be the same 500.00. He asked me if everyone in AL treated people like this, ( Very embarrassing) Keep it up, what comes around goes around!