Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As loyal customer w**** since ****, I trust ****** & recommended to others! This complaint is about ************* ************** on 2010 Benz E350. I'm asking for a complete refund. June 1, 2023, I called for appointment for suspension noise like metal rattling. I accepted to drop-off on Monday, June 12, 2023. There were no loaners. At 1:30 arrival, I asked if I could get ride. ********** refused to answer phone for 15 min. for ***** (receptionist) to give me ride. I began walking & eventually Uber. I began riding my 24yr old bicycle to my activities. Usually, I'd have rec'd a call w diagnosis & quote next day. Wednesday (day 3) 4p., I called *****. She said she didn't know & thought somebody may have test drove it, but couldn't hear any sound of metal rattling. I asked if someone could put it on a lift to visually inspect suspension. She said all their lifts were full & when they get a chance they would take a look & call me. Thursday (day 4), ***** called at about 3 p.m. She said it's the lower control arms that need replaced at $875. They could order parts yet that afternoon & possibly have it finished before Friday at 5. I asked for an update call on Friday & got nothing. I had not planned that they would have my vehicle more than a week! On Monday (day 7), as I had ridden my bicycle more than total 50 miles & had a busy week ahead, I called at 2 p. ********** answered saying when their work order was completed they would call me & hung up. Tuesday, (day 8), ***** left msg car was done! I navigated my bicycle to ***************. I paid $867. on Order ****** (attached). I squeezed bike in trunk & began to drive away, I hear same metal clunking sound & circled back. ***** told mechanic. He rode w me around circle driveway. He said, oh, it's drive axle or u-joint! I said, "I paid $875 for a complete misdiagnosis that took over a week!" He got out & I drove away. They had driven my car 10 miles! ****** I will not return to ******** Garage.

  

  Business Response

  Date: 06/21/2023

  We are not pleased to hear this customer was not satisfied. When the car arrived with the initial complaint we test drove it and determined the ball joints in the lower control arms were bad, They was excessive play and clanking they were in need of immediate replacement not just for noise but as a safety issue. We also unfortunately do not offer loaner cars, nor do we have a shuttle service which seemed to upset the customer, it was a busy day for us and our secretary was unable to leave the office, it is unfortunate but when our cars break we need to make arrangements for alternate transportation. We are a small shop and we are extremely busy, we let all customers know this when they drop their cars off, we apologize that we did not finish the customers car as fast as they would have liked but they are finished in the order they came in to be fair to all of our customers. After the defective ball joint/ control arm replacement was completed the custom was informed that her vehicle was done and she could pick it up. The customer returned after picking up their car and said she could still hear a noise, our tech took a ride with her and identified the noise she heard, unfortunately with older cars, there are multiple things that will sometimes rattle, clank or bump, this car is 19 years old. We fixed the most prominent rattle and made car safe, we are more than happy to repair all the other clanks, bump, and rattles in this customers car as well. Here at ******** garage we pride ourselves in service excellence and safety. We still have the parts that were removed from the customers car and would be more than willing to show her how bad they were, and we would be happy to quote her on the remaining work for her classic car and any other repairs she would like addressed.

  Customer Answer

  Date: 06/22/2023

  I made a specific appointment.  I agreed to the 12 day wait for the drop off.
  The car was not test driven & diagnosed when it arrived as that would have been on day one or even day two. 
  I did not receive any incoming phone call with the diagnosis until day four. 
  The complaint is not about alternate transportation. 
      Since June 2021, I was aware that the courtesy of loaner cars was fading. 
      When I made my appointment I was informed that loaners were no longer available. 
      She suggested that she might be able to arrange a 15 minute get-away. 
      I was not upset that she couldnt give me a lift as there were only a total of 3 employees on the property.
      My surprise was that a guy playing on the Internet was complaining that he would not only have to answer the phone
      for the 15 minutes but in addition he must answer the phone while she left again to take her late lunch.  
  Of course, the current business is overwhelmed as the management skills have dissipated.  
      There are at a minimum 30 deceased, immovable vehicles that are melting into the gravel of the east lot.
      There are an excess of 10 vehicles waiting for various repairs because
      theres only one young mechanic thats likely not even ASE certified.
  This fact is solid: the car was brought in with only the intention to professionally diagnose the front suspension noise!
      While my car was in your possession it was driven a total of 10 miles. 
      Unless the test driver was hearing impaired theres no way that
      anyone could avoid hearing the noise for the original diagnosis. 
      I didnt return because I had never gotten out of the driveway! 
      I did not perform any magical feat for your Tech to be able to hear the noise in the first 200 of the circle driveway!
  Please keep your embellishments to a minimum
      as the *** number, & the receipt that I received states the age of this vehicle.
      The fact that this vehicle was built in late 2009, which makes it officially a 2010 E350 base Coupe. 
      Any vehicle that is 13 years old is not considered classic.  These parts were readily available. 
      For example: ************* has the exact part number shown on my receipt in stock & ready to ship for $95.25
      If the ball joints were unsafe, the vehicle would have zero suspension & not be driveable & arriving on a flat-bed!
      If in fact the ball joints were included in the control arm purchase, the vehicle would require a front-end alignment!  
  Again, parts availability & cost is not the purpose of this complaint only the deceit of the diagnosis!
      There was only one noise that was expected to be diagnosed.
      There are no additional shakes, rattles, clanks, bumps that you describe in your glittery defensive response. 
      There was one job to do one problem to solve.
      The original reason of the appointment was not resolved, thus misdiagnosed
  Pride & quality service has become historical. 
      ******************************************* took great pride & provided quality service. 
      The current circus appears to be mismanaged.
  Please forward the proof  - if you have pictures of the 19 year old control arms & ball joints that were removed.
  The fact remains that the vehicle was not diagnosed correctly, thus the suspension noise is louder!
  I will never be returning to Werners Garage for quotes, nor repairs. 
  
  
  

  

  Business Response

  Date: 06/22/2023

  We are distraught to hear that our response was not satisfactory, We try to make sure customers know that an appointment to drop off your car puts you into que, it does not mean that it will be worked on right away. Like stated by the customer we are a small shop with high volume. We try to go as fast as possible while maintaining a certain level of attention and quality to the vehicle being worked on. The gentleman in the parts room was extremely busy working on quotes and sourcing parts sitting at the computer doing a crucial part of making this shop run, not playing, I apologize if you think that not having our secretary give you a ride goes anything beyond us being very busy and the two people in the office doing three jobs. We will gladly give you the old parts if you would like them. As far as the price, we do not purchase parts that are not OEM and would gladly put on customer supplied parts with no warranty. The parts we put on come with a ****** mile, 12 month warranty offered to the customer. We would be more than happy to address all the noises the customer hears. As far as the customer stating that the car would have no suspension with bad ball joints in inaccurate, there are 3 sets of control arms in the front of that vehicle along with struts, it would still go down the road with noise, and cause issues with the rest of your suspension, but would still drive and not need a flat bed. I apologize if we stated the year of the car wrong, but a 14 year old car is likely to have multiple suspension sounds, we addressed the most prominent sound, the lower rearward control arm/ball joint assemblies were most certainly bad, We will gladly repair any other issues for the customer. We want you to be happy with your car and our service.

  Customer Answer

  Date: 06/23/2023

   I understand that your prompt defensiveness is appropriate for this occasion, but lets stick to the facts!
  The point to this complaint has been restated every day. 
  On 6/12, I brought the 2010 Benz E350 for suspension noise that sounds like metal clunking.  This was the only request. 
  On 6/15, there was only one diagnosis replace lower control arms.
  On 6/20, before I left the driveway, I hear the same suspension noise that sounds like metal clunking.
  To any consumer, this means that the one request was not resolved.  This means that the diagnosis was not accurate.
  There is an area to upload info for this claim,if you have photos of the parts that were removed.
  On 6/20, when your employee rode with me around your circle driveway, he acknowledged the metal clunking, then immediately shouted, thats the drive axle! Or maybe the u-***************************/1, I didnt make the appointment to play guessing games!  If there was more than one diagnosis, I was not informed as there was no note on the receipt that stated any suggested repairs for the future. 
  Yesterday 6/21, as I begin my first day driving after the repair, I happen to notice some sort of fur, or denim lint on the center dash A/C vents.  Im astonished as I had thoroughly detailed the interior on Sunday morning 6/11.  Now, I begin looking around as I discover that theres a piece of the woodgrain trim missing from above the glove box!  How did that get snapped off?  Ah..but..where is it?  If it was my accident it would be on the floor mat!  Nope, its nowhere to be found! 
  I uploaded the photo!  As I had stated previously, I will never be returning to Werners Garage!  
  

  

  Business Response

  Date: 06/23/2023

  When the vehicle was inspected for a metal clunk, it was discovered that your control arm ball joint assembly was causing a clunk, If it was not the clunk you had in mind we are sorry, but we most certainly fixed a metal clunk under your vehicle. We addressed the most noticeable metal clunk that we heard and could visually see the play in the joints. We would gladly fix any issues you still have, but your primary issue with worn out ball joints has been addressed. We do not guess on our repairs, we will happily give you the worn parts, pictures will not show the level of wear as it is not something a picture will show. You had told our tech when he rode with you that you could only hear noise under the conditions of slow parking lot speeds, that information was not given to us, only the statement check for noise in front end, The most noticeable noise was going over bumps and was identified as your front lower rearward control arm/ ball joint assemblies. Now onto the wood trim missing, we do not know anything about it, we would have repaired it if we had damaged anything, as that is standard practice. We strive to make customers happy, but also realize that this is not always possible. We wish you the best of luck with your future repairs, wherever that *** be.

  Customer Answer

  Date: 06/25/2023

  It appears that your repetitive defensiveness & embellishments are continuing.
  Please note that the facts of this claim will remain as originally stated.
  If the Better Business Bureau is unable to mediate this claim,
  please be assured that I will continue into Allen County Small Claims Court.
  If this was your mothers car, you would have diagnosed it correctly &
  informed her of any future requirements without all these excuses & whining!