ComplaintsforRiver Park Automotive

• Initial Complaint

  02/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of Concern, Nov 30/21 My wife and I are Senior Citizens on a "Fixed" income, We have a older vehicle from where in most instances it is not worth a repair but we look after the essentials. This past Nov/21 we required a oil change from where I made a appointment, 2 weeks hence, I took the vehicle in promptly at 07:30-door opening, I also had a request to provide me with a "Estimate" regarding our 4Hi not engaging. At 04:15 that afternoon I received a call that our vehicle was ready, NO call regarding a estimate. Upon vehicle pickup, was advised on the 4Hi issue, what would be required for repair, I advised the service man that I wouldn't be able to afford at this time. Assuming I was paying for a oil change, was advised that the bill was $267.39! I was not amused, a diagnostic and labor charge was applied, I was not given a heads up on this when specifically I asked for a estimate, I did not authorize the diagnostic plus the labor charge! The front desk asked mw if "Rick" had called me as he called 2-3 times, this was not the case! ****************************************************************************************************************************************************** Bottom line, I paid over $267.39 for a oil change!! I advised the owner, Mr ********* of my displeasure of what transpired, he offered no response!

  Business response

  08/12/2021

  Business Response /* (1000, 7, 2021/12/06) */ Contact Name and Title: Richard ********* Contact Phone: 204-254-4242 Contact Email: ****************************** In response to the submitted complaint I first offer that "Rick" and "Mr. *********" are the same person. Mr . ***** sent an email at 12:00 noon, he was upset that the vehicle had not been looked at yet. I replied immediately and assured him it would be looked at (diagnosed) that day, that we were met with some unexpected absences and that we were doing our best to contend. I now see at issue is not the fact that we were busy and began to look at the vehicle too late for his "impatience" (quoted from his noon email) but that we charged for our time related to diagnosing a complicated failure of his 4 x 4. It is impossible to "estimate" the cost of repair without diagnosing the problem for which there is almost always a charge, especially if diagnostic equipment is involved (in this case it was). I don't disagree that he wasn't warned of a diagnostic charge, it is implied that diagnostics cost money, guesses are free. Diagnosis completed by 3:45, took at least an hour as that is what we charged on our invoice, began prior to 2:45 especially in order to complete the oil change on the order as well. It took considerable effort to cross reference the parts that are necessary to repair the 4 x 4 and locate their availability. An estimate was provided to complete the repair where parts are $ 62.00 and labour is 84.00. I conferred with the technician that I had sourced the correct part and called at 4:15 to advise. I was made aware that Kevin was on his way down to the shop. I sympathize with "fixed income" and "retired", many of our clients are. However, if there was little or no desire to repair the 4 x 4 especially headed into the driving season where it is likely desired, communicate a budget to the service writer at 7:30 in the AM when dropping it off, or mention it in the email at noon when checking on it's status, if there was some urgency to having it diagnosed earlier in the day, communication of such should have occurred, we may not have been able to accommodate but at least we would have known. I failed to respond to Mr. *****'s email sent that evening mostly because he stated that he wasn't happy he had to pay but didn't offer that he wanted a refund (I would have replied to that). We don't like our customers to have bad experiences. Regardless of what we did to meet the demands of this order they were not good enough. I offer a full refund of the Diagnostics and the Scan of the vehicles data to get the diagnostics started in the amount of $ 212.74. He can call ************* ask for Cal and he will process the refund, allow an hour for me to prepare the paperwork. Consumer Response /* (2000, 9, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the refund ******************************

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