Business ProfileforHagen's Auto LLC

After much contemplation and consideration for the relationship between you, your company and I, I have come to the conclusion, that I need to say something, about the quality control that now exist at this auto repair shop. Were there ever any actual diagnostic tests or road test done before working on it before turning it over to me? Because I noted problems with the car before I got home. The bill does not indicate such tests. Having spent over 3 thousand dollars more than the car was worth, there were a number of quality issues that need more attention, with the addition of diagnostic charges. Which should have been taken care of under the warranty that was issued. The battery which was worked on still had issues which should have been taken care of under warranty but instead there were diagnostic charges. The couple of things that are NOT forgivable and should have never happened, is that someone in your employment, left a pair of undershorts and two muscle shirts in my car. The passenger side seat was placed in possession that looked like someone was doing the nasty in my car. Also I left the car with you with a little more than a half tank of gas (I never let it get below a half tank because of filling it at todays rates) when I got the car back it had barely enough gas to get to the gas station. Lastly, when I called on Friday to see if the car could taken in on Monday (the 13th) to fix the problems, you decided that I would have to wait until the following Monday (the 20th) to do the work. After I spent enough money on my car to pay the wages for your entire staff for the whole week…. This is NOT good customer service. Please understand that I have never in the 20 years I have never had one complaint…until now

Although we understand your desire and need to ‘say something about the quality control that now exist at this auto repair shop’, you neglected to include in your review that we have provided you an extensive explanation and our sincerest apologies if we still did not meet your expectations based on the concerns that you brought to our attention, prior to you deciding to give us a 1 star review on the BBB website. You even verbalized your understanding of the explanations and apologies we have provided. We value our customers greatly and strive to at least meet and/or exceed our customers’ expectations with regard to their automotive repair experience here at our shop which is what we have been doing over the last 20+ years. Are there going to be times we don’t meet those expectations, absolutely because we are also human and are nowhere near perfect. I am sorry that we were not able to meet your expectations and we appreciate you voicing your opinion of where you felt we went wrong. By the grace of God we will continue to service our customers to the best of our ability and continue to serve him in a manner that is honorable. Take care and good luck finding another automotive shop that can better suit your needs and expectations since we have fallen short and have failed to deliver quality service by your standards. Hagen’s Automotive

Let me give you a quick fact check!. I didn’t find any relevant reason to include statements about apologies or explanations. This review was not about apologies and explanations it is about what you did and didn’t do as far as repairs were concerned.You just don’t seem to get it. There was no extensive explanation of the estimated cost because it appeared to be the same estimate you used two years ago. There was no diagnostic charges which I would have expected since it had been two years and a lot of things on that car changed. You did not provide any visual proof of the damaged part either before or after the repairs. The point is that had you given me a thorough full car diagnostic test /examination, and came up with the eight thousand dollar figure, instead of the piecemeal pricing of four thousand here and 2 thousand there and another twelve hundred another time, (which is helter- skelter pricing at the very least). I would have declined the offer to repair a car that was fifteen year old car and had one hundred forty-four thousand mile on it . I would have tried to find some alternate transportation. There were a lot of things that were missing in the estimate you gave me, that a full diagnostic check would have picked up. You missed the catalytic converter ( catalytic converters does not just give out one day without warning). You didn’t check the alternator other wise you would have found it was very bad, and stop working less that a week after you returned the car to me. I declined the diagnostic test you offered because I thought it should have been covered under the electrical work you preformed,$265 is outrageous pricing for a diagnostic test, even in these inflated times.(industry standard for diagnostic check is between$75/$175 according to a web fact check) The drive belt is starting to crack which you would have found with a diagnostic check) at this point has not been replaced.You did check the battery and replaced some wiring. The estimate did not say anything about the upper and lower oil pan gaskets leaking. Nor did the estimate say anything about the drive axles/propeller shaft joint leaking. You wanted to wished me well find a new repair shop, Well, with a web search and one phone call I found one. They provided me with frequent updates with full explanations on every item and even included visual evidence of the problems. They even provided me the option of new or refurbished parts, with warranties, and no thirty % increase In parts cost. I stand by my original review