Business ProfileforCornerstone Auto Service, LLC

Very bad experience. Guess work on what was going on with my vehicle. Garage would not give me my vehicle until I paid an extremely inflated bill. Ended up having to get the local Police involved. Beware!

This review is a vindictive review & does not speak to the truth of the matter with this customer. This customer has a newer Mercedes & brought the vehicle the week of December 8th, 2020. We fixed the problem & customer was upset at the costs of the repair. We charge retail cost of parts (not 30% to 40% plus as most shops do). The downfall to driving a newer Mercedes, is when they have mechanical problems they are not cheap to fix. They require special tools and the parts are not cheap. We had to replace a fuel in injector in this vehicle which alone is retail cost of $450.00. The customer was not happy with the costs but he gave his verbal approval for the repair over the phone. Once the customer approved the estimate for the repair, we special ordered a tool and the injector through the local dealership and we paid for the tool and the part. By later that night the customer text us stating he changed his mind. We advised the customer that since he had provided us his verbal approval of the costs of the repair, we had already ordered the tool and parts and we had already paid for these items. We advised the customer, if he wants to back out of the repair, he will need to pay for any restocking fees for us to return the part back to the dealer (who had special ordered for us) and also the restocking and shipping fees for the special tool we ordered overnight for the repair, as well as the diagnostic charges and spark plugs that were already installed (these repair steps repair estimate was all approved by the customer). When the customer realized he would have to pay for the diagnostic, restocking and shipping fees before he could pick up the vehicle, the customer filed a police report against us. The customer thought he should be able to pick the car up with no monetary payment for all of the diagnostic time and we (the shop) should have to pay for anything we had ordered for this car. The police came to take details from us and realized we were within our rights as an automotive shop and had done nothing wrong. The customer ended up deciding to allow us to go ahead and use the parts and tools that were ordered to have us fix the car. We installed the parts and fixed the customer's vehicle. His misfire problem was fixed. The customer paid for the repair and picked up the car on December 1th, 2020. Now, we have the customer reach out to us on Friday, August 6th asking for an oil change and for us to check out a different Mercedes he has now. To protect ourselves as a small business, we told the customer we would be glad to handle anything warranty related pertaining to previous repairs with us, but for new services we prefer him to take his vehicle to a shop he can trust and have confidence in. The customer posted this bad review within hours. We can't be as bad as he says we are, if after the last episode, he still came back to us asking us to service his vehicle. The bad review came as backlash from our decision to protect ourselves from a bad customer/business experience. This customer went to the police department last December on no grounds or fault on our side. We have a right to protect ourselves and our business from any future negative experiences.