I am filing a complaint against the above listed company regarding concerns of poor customer service and misleading fees.
On August 14, 2013 I took my car in for a scheduled appointment to Patrick's Domestics & Imports regarding concerns of possible low transmission fluid. I advised them that two lights (brake & tire) were on, which I had knowledge of but was not a priority at this time. I was not provided a price of what checking the fluids would involve, but believed that it would be a reasonable amount and left my car. I was informed that someone would call me if there were any issues or to discuss when my car would be ready. After several hours of waiting I contacted the office at 2:00 p.m. to follow-up on my car as I had not heard from anyone. The secretary advised me that Patrick was preparing my list and I would be contact shortly. At about 3:30 Patrick called me and informed me that he was under the impression that I was leaving my car overnight. I informed him that I did not think checking transmission fluid would warrant me leaving my car overnight and unless there were other concerns I would like to pick my car up. He then shared that he had placed my car on the computer and several codes were listed, which he wanted to inspect a little further. He said that I would be able to pick my car up at 5:30 on August 14, 2013. Mr. Patrick's secretary called prior to my schedule pick-up time and advised me that my car was ready. I immediately went to the service station and Mr. Patrick reviewed the codes and his concerns. The priority concern was a leak in the transmission, but he was not able to provide me with a cost of what the repairs would entail. He documented on my paperwork that I had refused services which was partially untrue as I could not determine whether to leave my car if he could not provide me a price of the repairs. His secretary stated that she would contact me the following morning August 15, 2013 with a price. She provided me with an invoice for my charges for that day, which were not specific in detail and just listed 150 as opposed to what the price of placing my car on the computer was, labor fees, and etc.
I waited all of August 15, 2013 for a call from Patrick or one of his employees, but did not receive one. After not hearing back I contacted the secretary on August 16, 2013 at 11:00 a.m. and was informed that she had misplaced my paperwork and would contact me after lunch with the specified information. Again, I did not receive a call. On August 19, 2013 at about 10:30 I contacted Mr. Patrick's station once again to retrieve information that was promised to me. Mr. Patrick's secretary stated, "I was just about to call you." She provided the information via telephone and I explained to her my concerns regarding the poor customer service and misleading fees. I also asked to speak to ******* to voice my concerns. Neither of the employees of *******'s Imports and Domestics apologized or offered a partial refund, future credit, or etc. to restore the trusting relationship that had been broken as a result of the company's poor customer service.
I am seeking a partial refund as it is my personal belief that Mr. ******* and employees failed to provide pertinent information within a reasonable time manner. Nor did they communicate with me regarding delays that was ultimately preventing them from obtaining this information.
We are sorry that Ms. ******* feels she received poor customer service and misleading fees here at *******'s Domestics & Imports. She came to our auto repair shop on Monday, August 21, 2013. I (****-***'s wife) wrote up Ms. ******* repair order myself. I listed her concerns on her 06 BMW 325i. Which were:louder than normal, seems to strain as driving, check lights on in dash(tire,brake) and service. Ms. ******* asked while she was waiting for her ride to pick her up and we were talking how much it would be to check the trans fluid? I said to her on the higher end cars, it's different because you do not have a dipstick. With some you have to put on the computer to check it and with others you have to go thru a procedure with the car in the air, running and follow different steps to check and in some instances, you have to do both. If *** had to put on the computer, that fee would be 75.00 and if he had to do the procedure, I wasn't sure but I estimated 50-75 not including trans fluid if it was low. So at that time, Ms ******* asked me not to service her car until we knew more of what was going on with it. That she wanted to make sure she had the funds to take care what was needed. So, I made a note - not service until we had it diagnosed and talked w/customer. When Ms. ******* came to pick up her car, *** sat down beside her and tried to explain what he knew and didn't know. He went over the computer print out in detail w/her and he discussed what he felt was important and how he would suggest going about what was needed. *** told her that we did not have enough time today to get an estimate up for her, we would do so and get back w/her as soon as possible. Ms. ******* needs to understand that we work on numerous types of cars here and that it isn't as easy as pressing a button to get an estimate together. It is my responsibility to get the best part at the best price for our customers. In this situation, I could save her money for the same parts purchasing from another BMW dealer instead of using our local dealership. I have certain guys I like to deal with an I also have to work on there schedule. When Ms. ******* called back to follow up w/me, she wouldn't give me a chance,she wouldn't let me get a word in,she took complete control of her conversation. Situations occur from day to day, in life and in business. Again, we apologize to Ms. ******* and we do not feel we owe her a refund....
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as it is false and the owner of the company in reference is not taking responsibility for their actions, which led to this complaint. If necessary, I will be more than happy to provide a copy of my receipt which supports what I stated in my initial complaint. Part of maintaining a reputable business is admitting when you're wrong and taking responsibility for your actions. In this case this company is not doing either.