Misled the amount of repair necessary, charged at inflated cost, took no responsibility for additional problem that occurred on site.
On August 26, 2013 I paid an invoice # XXXXXX in the amount of $4,142 to Simonson. Because the car broke out of town, the ******** repair estimate was questionable when we got a 2nd opinion locally. While the car was on the premises of the dealer suddenly an unrelated and previously non-existent issue developed for which they wanted an additional $2,000. I declined and brought the car back home where a technician said the problem was caused by the Simonson dealer breaking the parts during the initial repair, for which dealer declined to take any responsibility. I had multiple conversations with Simonson to resolve the issue but no avail.
I had a chance to speak with Andre, representative for ***** ********, on September 26, 2013. Upon detailed conversation, and upon complete investigation on my end, ******* ********** (Service Manager), I found no fault of W.I. Simonson recommendations of repairs. I explained to Andre of why we recommended such repairs. Car was towed in to W.I. Simonson with front end collapsed and vehicle disabled. Tech found front struts leaking. Tech also found airmatic pump abnormally noisy. Tech recommended both front struts and airmatic pump. Customer authorized repairs. After replacement of recommended repairs, when tech went on a test drive, tech noticed check engine light was on. Tech ran engine smoothness test, and found misfire codes # ** ** ******** Tech clears codes and test drive vehicle. After test drive, tech checks vehicle with SDS machine, and found only two misfire that were current. Due to miles and age of the vehicle, tech recommended all spark plugs and wires to be replaced. Customer declined repairs. Customer took vehicle back to their independent repair shop in Santa Barbara, CA. Independent replaced two spark plugs only and cleared light. When Andre called me, he asked of why we did not only replace two spark plugs. He could have waited longer for remaining spark plugs to be replaced later. Also, Andre asked of why our prices are so high on struts, and we could have repaired air shocks by performing a repair kit instead of replacement of shocks. . In response, I explained to Andre that our customer's safety is our number one goal. We, at W.I. Simonson, as a dealer, do not perform patch work. We perform work ensuring when vehicle is released, our customers are safe on the road. In response to his first concern on prices being high, I explained to ***** that we do not perform any aftermarket repair kits. We receive parts from MBUSA. Prices he had gotten were through his independent shop which independent shops receive courtesy discounts as well. I also explained to Andre that dealer prices might be slightly difference from one dealer to another because of two reasons, first is because each dealership is independently owned and operated, and second is depending on the location of the dealership geographically, prices might be different. On Andre's second concern of why we recommended all spark plugs and not just two; I explained that we recommended spark plugs and wires due to time and mileage of the vehicle. Vehicle is over 13 years old. I ensured ***** that we recommended repairs based on the codes we had causing the check engine light coming on, not because we took spark plugs out to check them. Technician did not take engine apart to check spark plugs. I had a nice 40 minutes conversation with Andre and explained to him that all of what W.I. Simonson had recommended were all fair and correct. In my opinion, customer was comparing us with his independent shop where they could have done repairs via ordering aftermarket parts and keeping the cost down for customer. We, at the dealership level, take the high road, ensuring of using factory parts on vehicle, and ensuring our customers are safe on the road. I, ******* ********** (Service Manager), do not feel we owe customer any reimbursement of any kind. I have attached a copy of the repair order. Please refer Repair Order and find a total discount of $760.00 that was already applied on original repairs RO# XXXXXX, as goodwill gesture. If you have any questions/concerns, please don't hesitate to contact me directly at XXX-XXX-XXXX, or email address of ******************@wisimonson.com
(The consumer indicated he/she DID NOT accept the response from the business.)
While you find no fault with your tech's repair recommendations our tech finds that the magnitude and the number of them were exaggerated and unnecessary.
The pump noise was found abnormally loud but wasn't heard by anyone except the Simonson's tech.
While we presume that its true that the tech ran engine smoothness test and found misfire codes # ** ** ******* this is the first time that Simonson admits that only two misfire were found. This is what our mechanic had said and what we related to ********
While Simonson suggests that due to miles and age of the vehicle the tech recommended all spark plugs and wires to be replaced, we disagree because the Mercedes standard on my car is to change plugs at a 100,000 and the car only has 84,000 miles.
While now Simonson offers no reimbursement they offered a free $250 next service. Why would I bring my car for service to a dealer I don't trust? I would rather have that $250 value in cash refund to satisfy my complaint, which is a third of what I originally requested in compensation.
Final Business Response
We, at W.I. Simonson, take high grade of integrity of what we do as our main business of servicing Mercedes Benz Vehicles. I, ******* ********** (Service Manager), after complete investigation of recommendations, found absolutely no wrong doings of any type. Our Clients' safety on the road and ensuring repairs have been performed to their highest proper standards, is what we practice. We do not patch, glue, use aftermarket parts, or partial repair a vehicle. Spark plugs are recommended every 5(five) years or 100,000 miles, whichever comes first(please see service sheet attachment on page 4). In conclusion, what we had promised our client was to perform a VIP Detail on their vehicle which is equivalent to about $250.00 if done at W.I. Simonson, as a convenience, I will gladly issue a $250.00 check if our client would like to get their vehicle's detail done elsewhere since they reside in Santa Barbara, and it would be rather inconvenient to drive to W.I. Simonson. I am not certain why our client compares us with independent shops that do half repairs for a low budget costs, but we take the high road and do not practice business and jeopardize safety of our clients for aftermarket (non-Mercedes) parts, or partial repairs. Thank you
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the check for $250 as a resolution.