Business ProfileforBRAKEmax Car Care Centers

Date of Transaction: 02/16/2024 Amount Paid: $700.48 Business Committed To: Repair of an Audi S4, including parts and labor. Nature of the Dispute: Poor customer service, pricing miscommunication, high labor costs, and lack of transparency with repair costs. Business's Attempt to Resolve: business responded to complaints but did not adequately address the discrepancies or concerns raised. Account/Order/Tracking Number: 203180 (invoice) I am filing this complaint due to issues encountered during the repair service for my Audi S4, which did not meet expectations presented by the company. Firstly, the timeline for ordering the necessary part and initiating the repair was unsatisfactory. Despite an early drop-off, there was a significant delay in diagnosing the car and ordering the part. Secondly, there was a significant discrepancy between the quoted price for the part over the phone ($77-$78) and the actual cost charged ($177.99). Moreover, labor charges were not mentioned during the confirmation call, leading to an unexpected total repair cost, nearly $300. These charges failed to justify the actual time it took for the repair given the simplicity of the task (demonstrated on public platforms) and the initial work for the diagnosis. Additionally, there was a failure to provide an invoiced overview of the expected costs via email as promised at drop-off, resulting in a lack of opportunity to discuss the discrepancies in charges before payment. This situation felt coercive, as I was blindsided by the final charges at pickup. The conversation with management after providing feedback of this service further showed a preference for defending their employees' actions over addressing customer concerns accurately and fairly. I hope for a resolution that acknowledges these issues and offers a fair adjustment to the charges incurred, alongside an improvement in communication and customer service practices to prevent such discrepancies and dissatisfaction in the future.